Communication Manager organizes and routes voice, data, image, and video transmissions. In a contact center environment, Communication Manager provides advanced agent functions, including agent state control, call wrap-up control, and video features. Communication Manager also provides user and system management functionality, intelligent customer routing, application integration and extensibility, and enterprise communications networking.
For agents to use Avaya one-X Agent, an administrator must configure Communication Manager to support extension assignments, Internet Protocol (IP) connectivity, and telephone types.
This guide describes the procedures to configure Communication Manager. You can use the following versions of Communication Manager with Avaya one-X Agent:
Communication Manager Release 3.x with Service Pack 1 (Voice)
Communication Manager Release 4.x with Service Pack 1 (Voice and video)
Communication Manager Release 5.x with Service Pack 1 (Voice and video)
Note Although, Avaya one-X Agent 2.5 supports Communication Manager 2.x, 3.x, 4.x, 5.x, and 6.0, the application is exclusively tested with Communication Manager 5.x and 6.0.
Important Before attempting the procedures, you must have the working knowledge of administering Communication Manager. If you are not familiar with the fields or settings, see Administering Avaya Aura Communication Manager on the Avaya Support Site at http://www.avaya.com/support.