1. Genesys Quality Management Suite 8.1.520
2. Genesys Quality Management Suite 8.1.520
3. Deployment Guide
4. Planning
5. Avaya Call Recording Architecture

# Genesys Quality Management Suite 8.1.520 : External Data from Avaya Platform

Genesys Quality Management Suite can attach selected metadata that help to identify which agent handled the call. These metadata can be attach to the conversation:

Property Name | Description
--- | ---
AVCM_stationName | The name administered for this device.
AVCM_callId | Holds the call ID (Integer) assigned to the call by the Communication Manager.
AVCM_universalCallId | Holds the Universal Call ID (Long) assigned to the call by the Communication Manager. The Universal Call ID is unique on the switch network because it is a combination of switch network node number, call ID, and the time stamp for the call. This Universal Call ID should be used to identify the call on the CMS report.
AVCM_universalCallIdStr | Holds the Universal Call ID (String) assigned to the call by the Communication Manager. The Universal Call ID is unique on the switch network because it is a combination of switch network node number, call ID, and the time stamp for the call. This Universal Call ID should be used to identify the call on the CMS report.
AVCM_so_active | Indicates whether the service which is observing is active for this device or not.
AVCM_incoming | Indicates whether an incoming call is to the requested device or not.
AVCM_incomingTrunkCall | Indicates that an outside call is coming in from a trunk to the requested device.
AVCM_recordingExtension | The extension that has requested the recording.
AVCM_recordingExtensionName | The name administered for the station which is requesting the recording.
AVCM_vdnExtension | The extension of the VDN that was used to route the call here. If the call is not routed through a VDN extension, then this field is NULL.
AVCM_vdnName | the name of the VDN that was used to route the call here. If the call is not routed through a VDN extension, then this field is NULL.
AVCM_agentLoginId | If a call center agent is involved in this call, this field specifies the login ID of the agent. If there is no agent involved, then this field is NULL. For recording scenarios, this agentLoginID is the login ID of the agent who logged on the recording extension. For non-recording scenarios, this agentLoginID is the login ID of the agent who logged on the originating extension.
AVCM_agentName | If a call center agent is involved in a call, this field specifies the name of the agent. If there is no agent involved, then this field is NULL. For recording scenarios, this is the name of the agent who logged on the recording extension. For non-recording scenarios, this is the name of the agent who logged on to the originating extension.

## Avaya Integration with Genesys CIM

The Genesys Integration Module (GIM) is a basic Genesys CIM integration module that provides information about agents and other attached data from CIM T-Server to Call Recording. This attached data can then be used in searches for call recordings.

### Supported Versions and Compatibility

- PBX platform: Avaya Communications Manager 5.2 and above
- Integration platform: Avaya AE Services 5.2 and above
- Hardware (GW) platform: Avaya Media Gateway employed with C-LAN (Control LAN) circuit pack

The application has been developed and tested on Avaya Aura Communications Manager version 6.1. According to the Avaya documentation the methods and interfaces used are compatible with any CM version 5.2 and higher

### Platforms and Features Not Supported

- Any Avaya PBX solution based on different switching solution than Avaya Aura Communications Manager
- Direct integration with the Avaya contact center solutions

Document generated by Confluence on May 06, 2014 17:09