Cisco ICM CMS intergartion to check skill group status

[Vikram Kachale]

Hi,

We are trying integrate Cisco ICM (8.5.6)with Avaya CMS.

The goal is to check agents stats in skill group configured in Avaya and queue call to VDN.

I am following Avaya-ICM integration guide and trying to build best formula for this.

Please let me know if anyone has done this before.

Thank You!

[Vikram Kachale]

I could see and monitor the Avaya agents from PG PIM and were able route calls also.

I am using following formula to calculate EWT,

ValidValue(((SkillGroup.SY1_CMC_Tech_01.RouterCallsQNow+1)*(ValidValue(SkillGroup.SY1_CMC_Tech_01.AvgHandledCallsTimeTo5,50))/max(SkillGroup.SY1_CMC_Tech_01.Ready,(SkillGroup.SY1_CMC_Tech_01.TalkingIn+SkillGroup.SY1_CMC_Tech_01.TalkingOut+SkillGroup.SY1_CMC_Tech_01.TalkingOther))),100)

I used set variable to write the value in DB.With 4 agents logged in and talking and 4 calls in queue,I am getting 16.XX as EWT time.

The business requirement is 180 seconds of EWT and if not then route the calls to different destination.This formula is working but LAB has some limitation of number we can log in.

Any help in approach to test this formula will be appreciated.Thanks!