Integration with AVAYA

[tamiT]

Looking for comments from those who have an AVAYA switch and have implemented any of these WFM vendors...Blue Pumpkin, IEX, Aspect or Pipkin. Have heard Aspect and AVAYA do not always play well together? What has been your experience
for those with an AVAYA switch and Aspect or any of the other vendors?

[mdbabb]

We are currently using an Avaya PBX/ACD integrated with IEX. This integration occurs through a real time feed from our CMS to IEX. It has been a very stable integration even through ACD and IEX upgrades and has been in use for over 4 years.

Aspect (formerly TCS) WFM systems and Avaya do work well together to my knowledge. While I have not directly worked in that environment, I have heard ancedotes from several peers who have indicated that they had the same integration experience with Avaya to Aspect as we had with Avaya to IEX. However, that WAS before the Aspect aquistion of TCS, so that may have changed over the last few years.

[RichardL]

Having integrated TCS with an Avaya Definity G3R I can say that on the whole there were no major issues, depending on the TCS modules being run.

We had the entire suite of TCS 5 installed and all parts of it worked perfectly well with the exception of Agent Productivity. This was a known issue as this module did not work if you were using the Lucent AUX codes. I believe that it works fine if you are not using AUX codes.

All other parts of the application, including eSchedule Planner, RTA and the base forecast and scheduling module worked flawlessly. Cheers

Richard