CC Elite Configurations page field descriptions

Last Updated : Jun 30, 2025 |

CTI Configuration

Field or Button

Description

CTI Group Name

Displays the identifier for the CTI group.

CM IP Address

Displays the IP address of the system where you installed Avaya Aura® Communication Manager and configured the agents.

Note:

In POM, you can configure only one Automated Call Distributor (ACD).

CM Login

Displays the user name to log in to Avaya Aura® Communication Manager.

AES IP Address

Displays the IP address of the system where you installed Application Enablement Services.

AES Secure Connection

Specifies whether the connection to AES is secure.

Note:

If the DNS is not configured, add the AES hostname entry in /etc/hosts file on each POM server.

For a successful agent login with AES Secure connection setting, ensure to import AES certificate using the Trusted Certificates page.

CTI Group Role

Displays the group role as Active or Standby. You must ensure that the group you use is Active.

Action

Use the Delete icon to delete the CTI details.

Add CTI Detail

Use to add CTI details.

CMS Configuration

Field or Button

Description

Server IP Port

Displays the port number on which POM listens to the CMS server.

CMS Secure Connection

Displays whether the connection to CMS is secure.

Server Role

Displays as either Standby or Active. You can have only one active role.

Agent Thrashing Interval (seconds)

Displays the thrashing intervals. Thrashing time prevents the blend agents getting thrashed between inbound and outbound. If an agent is released/ acquired then the agent cannot again be acquired/released before the thrashing time as this can cause the agent moving between inbound and outbound too frequently causing his productivity to decline.

Note:

The default value is 10. You can also set the value to 0.

Action

Use the Delete icon to delete the CMS details. You can delete only the CMS servers that are in the Standby role.

Add CMS Configuration

Use to add the CMS server configuration.

Filters

Field or Button

Description

Skillset Name

Use the drop-down list to select one of the following queries:

  • All

  • Contains

  • Starts with

After selecting the query, specify the search string for skill in the text box.

This parameter is used for pacing.

Skillset Type

Use the drop-down list to select one of the following queries:

  • All

  • Inbound

  • Outbound

  • Attribute

This parameter is used for pacing.

Note:

You can view the inbound skills that you add from CMS in Supervisor Dashboard under the Inbound Skills view.

Skills

Use the drop-down list to select one of the following queries:

  • All

  • Blend Monitored

  • Blend Unmonitored

  • Pacing Monitored

  • Pacing Unmonitored

Show

Displays the search results based on the search criteria you specify.

Refresh Skills

Use this button to refresh the skills of the agents that are currently logged in. When you click this button, POM updates the skills of all the logged in agents with the latest skills from Avaya Aura® Communication Manager. POM updates the skills of all the logged in agents belonging to the organization of the logged in user. The agents are auto-assigned to a new campaign based on the updated skills after their current call gets over. Using this button might impact agent assignment to jobs based on the new skills. The Refresh Skills feature is available for use only in Avaya Experience Platform™ On-Prem mode.

Avaya Experience Platform™ On-Prem mapping

Field or Button

Description

CC Elite Skill Number

Displays a unique number mapped to the Avaya Experience Platform™ On-Prem skill number. This parameter is used for pacing.

POM Skill Name

Displays a unique name given to CC Elite skill number. This parameter is used for pacing.

Skill Type

Displays the skill type. This parameter is used for pacing.

Parameter to Monitor for Blending
Displays the parameter to set for blending. You can choose any one from:

  • Queue Length

  • Average Speed of Answer (ASA)

  • Expected Wait Time (EWT)

  • Percentage (%) Service Level

EWT levels

Displays the EWT level if you choose Expected Wait Time (EWT) as the parameter for blending, or pacing. The EWT Levels can have any of the following values, or their combination:

  • Expected Wait Time(High)

  • Expected Wait Time(Medium)

  • Expected Wait Time(Low)

  • EWT med

  • EWT low

POM uses this selection for releasing agents from outbound to inbound. If you select more than one EWT levels, POM considers the maximum value of the selected EWT levels and compares the value against the configured threshold value for agent blending.

Agent Acquire Threshold

The value indicates that when traffic is below or equal to the specified value, the inbound skill is in good shape and if any blend agents were released, the system can acquire the agents. This parameter is used for blending.

For example, if the agent acquire threshold value is 20 and the current Queue Length is less than or equal to 20 and any blend agents are released, the system can acquire the agents.

Note:

The minimum agent acquire threshold can be set to 0 for Queue Length, Average Speed of Answer (ASA), and Expected Wait Time (EWT), and the minimum agent acquire threshold can be set to 100 for % Service Level.

For EWT, set the value of Agent Acquire Threshold in seconds.

Agent Release Threshold

The value indicates that when the traffic is above or equal to the value the skill is in bad shape and if there are any blend agents, having the same skills, those agents must be released from outbound to enable them to take up inbound calls. This parameter is used for blending.

For example, if the agent release threshold value is 30 and the current Queue Length is more than or equal to 30, the system can release the agents.

Note:

The agent that is marked for release is released only when the current call of the agent is over. You can set the release threshold to 1.

For EWT, set the value of Agent Release Threshold in seconds.

Agent Release Interval (seconds)

The interval between successive release of agents. If a skill is in trouble, blender notifies agent manager to release a particular agent. However, it might take some time for agent to be actually unnailed as the agent might be attending the call. Also after the agent is unnailed and starts taking inbound calls it might take some time for the skill to appear in good shape. Hence if the release interval is not specified, blender might end up releasing all agents to inbound. This parameter is used for blending.

Monitor for Blend

Displays whether the inbound skill is enabled for blending.

Monitor for Pacing

Displays whether the inbound skill is enabled for pacing.

If you disable the skill for pacing, while the skill-based campaign is running, the changes do not take effect immediately on the running campaign. You must stop the skill-based campaign manually and change the skill being monitored from the campaign strategy.

Zone Name

Displays the zone blender name that monitors the selected skill.

Action

Use the Delete icon to delete the skill mapping details. You cannot delete the skill if the skill is associated with a campaign strategy.

Add Skill

Use to map CC Elite skill number to a user specified POM skill name. This parameter is used for pacing.