Technical References

Preface
10BPurpose
This document contains the specific information you need to maintain a
Aura Contact Center Peripheral Gateway (PG) in a Cisco Unified Contact
Center Enterprise (Unified CCE) environment. It is intended to be used as
the Aura Contact Center-specific companion to the Cisco Unified ICM
software documentation set.
While other Unified ICM documents (for example, the Configuration
Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted) cover
general topics such as configuring an overall Unified ICM system and
writing scripts to route contact center requests, is document provides
specific information on configuring a Aura Contact Center PG and making
any necessary adjustments to the Aura Contact Center ACD configuration.
11BAudience
This document is intended for Unified ICM system managers. The reader
should understand functions of the Unified ICM software as described in
the following documents:
1. Cisco Unified Contact Center Enterprise Installation and
Upgrade Guide
2. Configuration Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted
3. Scripting and Media Routing Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted
The reader should also have specific knowledge of the Avaya Aura
Contact Center ACD.
12BOrganization
Chapter 1, “Overview”
Provides an overview of ACD interface and hardware and software
requirements.
Chapter 2, “ACD Configuration”
Describes items in the Aura Contact Center configuration that must be
changed to ensure compatibility with Unified ICM.
Chapter 3, “Web Setup Tool and Configuration”