For IT/Integrations/Avaya Aura and CMS
Integration Live
Avaya contact centre: connect Aura and CMS to real-time dashboards.
Effecta Connect reads your Avaya contact centre in real time: both Avaya Aura and Avaya CMS. That puts queues, service levels and agent status on wallboards, management screens and the Agent Dashboard, without you changing anything in your Avaya environment.
| Avaya Aura | real-time |
| Avaya CMS | real-time |
| Modules | Dashboards |
| Access | read-only account / API |
| Forwarding | duty numbers via Shifts: on request |
What you can show
Every Avaya KPI, on every screen.
Avaya CMS is built for the supervisor who reports afterwards. The floor needs something else: a screen that shows right now how many people are waiting, for how long, and who is available. Effecta Connect takes that data from the same source and puts it in widgets you put together yourself. Per skill, per team or per location, with thresholds and colour codes you set yourself. If the waiting time rises, the widget changes colour and the team leader gets a notification. Historical trends over weeks and months are an add-on that is currently available for Cisco UCCX; with Avaya we look during the intake at which source is most suitable for that, for example an SQL database or a REST API you already have.
- Queues
- Service level
- Average waiting time
- Longest waiting
- Agent status
- Staffing per skill
- Opening hours per department
- History Add-on
How the integration works
Read-only account, connector, screen.
In words, the integration is simple. Effecta Connect runs as a web application on a Windows server in your network, or in our hosting. The Avaya connector sits on that server. It logs in to Avaya Aura and, if you use it, Avaya CMS with a read-only account or API access. The connector reads the real-time skill and agent data. Effecta Connect is a gateway: it stores no conversation data and changes nothing in your Avaya environment. Only the users who log in are in the database, with name, email address and phone number. The screens run in the browser, with login via Entra ID and roles and permissions you manage yourself. Exactly which accounts and network routes are needed is something we agree in the technical intake.
Shifts and Avaya
Forwarding of duty numbers via Shifts: on request.
Shifts schedules shifts and lets colleagues sign on and off with one tap. Automatic forwarding of duty numbers is currently available for Cisco UCCX. Want that on your Avaya environment too? Then we look at what it takes during the intake. More about Shifts
Requirements
- Read-only account or API access to Avaya Aura and, where applicable, Avaya CMS.
- Server that meets the system requirements (minimum 2 cores 3.2 GHz, 8 GB RAM, 100 GB storage, 1 Gbps, Windows Server 2012 R2 or later; recommended 4 cores, 16 GB, 250 GB, Windows Server 2016 or later) or our hosting.
- Domain name with SSL certificate.
- Optional: Entra ID app registration for single sign-on. All details at Security, GDPR and hosting.
For the problem owner
Your Avaya stays. The insight is added.
You have invested in Avaya and that system does its job. What is missing is a screen the team leader and the agents can steer by while it is happening, instead of a report the day after. Effecta Connect puts that screen on top of your existing environment. No migration, no replacement of your contact centre, no developer needed to change a widget. You pay per dashboard, not per user, so whether three or three hundred people are watching makes no difference to the price. And because the Proof of Concept runs on your own data, you see within a few weeks whether it fits before you decide anything.
Want to look at the module itself first? More about Dashboards
More about the Avaya integration
Avaya contact centre: insight that stays, even if you ever switch.
An Avaya contact centre is often an environment that has been in place for years and works well. The question we get from Avaya customers is rarely whether they should migrate, but how they can get more out of the current environment without starting a new project. Effecta Connect answers that question with a layer on top: the Avaya environment remains the source, the screen comes from us. If you do switch later, the dashboards and the set-up stay in place; only the connector changes.
For organisations with several sites or teams, that is a practical advantage. Each location gets its own wallboard for the skills that matter there, while the manager sees an overview with all locations side by side. And because you pay per dashboard, an extra screen for an extra team does not have to turn into a new discussion about user licences.
Avaya CMS real-time on the wallboard
Avaya CMS real-time data is the basis for the wallboard: callers waiting per skill, longest waiting, agents in AUX. Historical trends are an add-on that is currently available for Cisco UCCX; for Avaya we look on request at what is possible via SQL or REST. If you only use Avaya Aura, the real-time integration works without CMS too. Which variant you have is something we discuss in the technical intake. Want to see what a dashboard looks like first? View Dashboards or request a Proof of Concept.
See how it runs on your Avaya environment?
A Proof of Concept is usually sorted in an afternoon. We do the configuration.
- No conversation data stored
- No vendor lock-in
- Data processing agreement as standard