CTI Screen Pops and Agent Reservation on Avaya

[sfrisby]

It was suggested that w/ an Avaya PG and premium agent licenses - CTI integration would be very risky due to " agent reservation " being strictly owned by the Avaya PBX - causing potential mismatches between call delivery and screen pop at our outsourced call vendor. Is this the case ?

If anyone can comment on this it would be greatly appreciated. If this is true - what is the point of having premium agent licenses available for sale - when CTI is completely broken w/ an Avaya PG ?

[michael_oldham]

The avaya switch distributes the calls to the agents as you say. In the Avaya switch you have a map/d card or CVLAN that will relay the activity to the ICM PG. The PG in turn will screen pop the agent throught the CTIOS server.

Out of all the TDM switches the Avaya is the better

one to integrate with from a CTI perspective.

Michael