Jul 14
    2008

    Avaya PBX, Avaya IVR and CTI Integration

    Balasubramanyam T E
    [Subscriber Members]
    Hi,
    Can you tell me how Avaya PBX and Avaya IVR are integrated?

    1. What are the hardware and software required to integrate Switch (PBX) with IVR application?

    2.What are the hardware and software required to integrate CTI (Avaya/Cisco/Genesys/Nortel) with IVR application?

    Thanks in advance.
    Paul Blackburn
    [Subscriber Members]
    Hi,
    Can you tell me how Avaya PBX and Avaya IVR are integrated?

    1. What are the hardware and software required to integrate Switch (PBX) with IVR application?

    2.What are the hardware and software required to integrate CTI (Avaya/Cisco/Genesys/Nortel) with IVR application?

    Thanks in advance.

    Our Interactive Response Servers are connected via DS1 cards to our S8700's. We don't use VOIP though.
    Anna Mazor
    [Subscriber Members]
    To integrate Avaya Ir with PBX you can use E1 cards and IP H323 stations.
    You can integrate Avaya IR to CCE, AIC, Genesys CTI. For all these CTI packages you need AES with TSAPI and/or DLG licenses.
    David Tessari
    [Avaya Members]
    The Avaya Voice Portal is an XML based IVR application server.. its connection method is SIP only and can be interconnected to almost any standards based SIP system or directly to SIP trunks from a SIP provider. How you would connect it in your environment would really depend upon your exact requirements.. if connecting to an Avaya PBX there may or may not be any hardware requirement depending upon model and configuration.. and I am seeing the IVR placed in front of the PBX more often than I did in the past.

    As far as CTI connectivity.. web services is the preferred method.. but again your environment would dictate the exact topography..

    dave
    Sarel Roets
    [Subscriber Members]
    The Avaya Voice Portal is an XML based IVR application server.. its connection method is SIP only and can be interconnected to almost any standards based SIP system or directly to SIP trunks from a SIP provider. How you would connect it in your environment would really depend upon your exact requirements.. if connecting to an Avaya PBX there may or may not be any hardware requirement depending upon model and configuration.. and I am seeing the IVR placed in front of the PBX more often than I did in the past.

    As far as CTI connectivity.. web services is the preferred method.. but again your environment would dictate the exact topography..

    dave
    It all depends on what you are looking for in your environment. With the older IVR version (AIR) you can connect with Either E1's or VOIP(h.323). With the new version Voice Portal, you can connect with either SIP trunks or h.323. For IP connectivity, you need to connect it to a C-Lan card on the CM. For E1 you need to connect it to a DS1 card via the NMS card on the AIR box.

    Avaya offers different options when it comes to hardware, because you can buy a software only option and provide your own hardware or you can buy the whole solution.

    As for CTI, you will need a CTI server, on Avaya side it is the AES. AES will provide you with basic CTI functionality but if you want a full blown CTI solution you will need to look at something like IC.

    As for integration with other vendors it is very possible. I have done AVP integration with numerous Avaya ACD's and Cisco CM's.

    If you need any additional info, please dont hesitate to contact me.

    Regards,
    Sarel
    Balasubramanyam T E
    [Subscriber Members]
    Can you tell me how to integrate Any generic IVR with Cisco Call Manager?

    Thanks in advance.
    Bala
    Inactive Forum User
    [Subscriber Members]
    An alternative approach for Avaya IR/VP integration to 3rd party CTI (Genesys, Cisco ICM, etc) is through Real Soft's Universal CTI application. It eliminates displacement of the CTI server by providing a web services interface to the third party CTI Server.
    [URL="http://avaya.realsoftinc.com"]http://avaya.realsoftinc.com[/URL]

    To integrate Avaya Ir with PBX you can use E1 cards and IP H323 stations.
    You can integrate Avaya IR to CCE, AIC, Genesys CTI. For all these CTI packages you need AES with TSAPI and/or DLG licenses.

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