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TABLE OF CONTENTS
1. ABOUT THIS DOCUMENT ................................................................................................................................. 9 1.1. 2. WHATS NEW IN THIS VERSION ........................................................................................................................ 9
ABOUT AVAYA AURA CONTACT CENTER 6.2 ....................................................................................... 10 2.1. 2.2. PRODUCT OVERVIEW ..................................................................................................................................... 10 AVAYA AURA CONTACT CENTER 6 RELEASE HISTORY .............................................................................. 12
3.
AVAYA AURA CONTACT CENTER 6.2 PRODUCT CAPACITY .............................................................. 17 3.1. ADDITIONAL PRODUCT REFERENCE INFORMATION ....................................................................................... 18
4. 5.
AACC 6.2 RECOMMENDED PLATFORMS AND CONFIGURATIONS................................................... 20 AACC 6.1 & 6.2 COMMERCIAL OFFER ENHANCEMENT OVERVIEW ................................................ 24 5.1. 5.2. AACC 6.1 COMMERCIAL OFFER ENHANCEMENTS ........................................................................................ 24 AACC 6.2 COMMERCIAL OFFER ENHANCEMENT OVERVIEW ........................................................................ 24
6.
AVAYA AURA CONTACT CENTER 6.2 PRODUCT ORDERING IMPORTANT INFORMATION ..... 25 6.1. 6.2. 6.3. 6.4. 6.5. 6.6. IMPORTANT INFORMATION ON IDENTIFYING WHICH ORDER CODES TO USE .................................................... 25 FOR AVAYA AURA CM 5.2.1, MBT 5.2.1 AND AVAYA AURA 6.0.1 CONFIGURATIONS: ................................ 25 FOR NES CS1000 CONFIGURATIONS: ............................................................................................................ 25 UPGRADES FROM AACC 6.0 AND 6.1 TO AACC 6.2 ...................................................................................... 25 PRODUCT ORDERING...................................................................................................................................... 26 AVAYA AURA CONTACT CENTER 6.2 LICENCING........................................................................................... 26 OFFER ENHANCEMENTS FROM 6TH FEBRUARY 2011 ....................................................................................... 27 OFFER SCOPE ................................................................................................................................................. 27 THE AACC-M OFFER ................................................................................................................................... 29 SWITCH PLATFORM ........................................................................................................................................ 31 IMPLEMENTATION SERVICES OFFER .............................................................................................................. 32 SUPPORT SERVICES ........................................................................................................................................ 34 PRICED MATERIAL CODES ............................................................................................................................. 36 COMMERCIAL OFFER ENTERPRISE CONFIGURATOR .................................................................................... 37 COMMERCIAL OFFER AVAYA SOLUTIONS DESIGNER .................................................................................. 40 FAQS............................................................................................................................................................ 42
7.
AVAYA AURA CONTACT CENTER SUITE FOR MIDSIZE ENTERPRISE ............................................ 27 7.1. 7.2. 7.3. 7.4. 7.5. 7.6. 7.7. 7.8. 7.9. 7.10.
8.
CONTACT CENTER MANAGER (CCM) AND VOICE AGENT PROVISIONING - ................................ 47 8.1. AVAYA AURA CONTACT CENTER 6.2 SUPPORTED SWITCH CONFIGURATIONS ............................................... 49 8.2. AVAYA AURA CONTACT CENTER 6.2 ESSENTIAL BASE SOFTWARE PACKAGES ............................................ 49 8.3. AVAYA AURA CONTACT CENTER 6.2 ENTERPRISE CCM (VOICE) BASE SOFTWARE PACKAGES ................... 50 8.4. AVAYA AURA CONTACT CENTER 6.2 MLS BASE SOFTWARE PACKAGES ...................................................... 51 8.5. VOICE AGENTS (INBOUND) AACC 6.2 ESSENTIAL ........................................................................................ 51 8.6. VOICE AGENTS (INBOUND) CCM ENTERPRISE .............................................................................................. 52 8.7. INBOUND VOICE NETWORKING ...................................................................................................................... 54 NETWORK CONTROL CENTER (NCC) ........................................................................................................................ 54 8.8. AVAYA AURA AGENT DESKTOP EMBEDDED SOFT PHONE.............................................................................. 54 8.9. AGENT GREETING .......................................................................................................................................... 56 8.10. AAOA 6.2 - AVAYA COMMUNICATION SERVER 1000 REQUIREMENTS (AML) ............................................. 57 8.11. AVAYA AURA OFFSITE AGENT (AAOA) FOR AVAYA CM ............................................................................ 59 8.12. SUPERVISORS ................................................................................................................................................. 60 8.13. REPORT CREATION WIZARD USERS (ENTERPRISE & AACC-M OFFER ONLY) ............................................... 60
9.
AACC HIGH AVAILABILITY .......................................................................................................................... 62 9.1. 9.2. 9.3. 9.4. CCM STANDBY SERVER ................................................................................................................................ 65 CCM CAMPUS HOT STANDBY (CM 6.0.1) ..................................................................................................... 66 CCM GEOGRAPHIC STANDBY SERVER OPTIONS (CS1000 AML AND CM 6.0.1) .......................................... 66 CCM NCC STANDBY SERVER PACKAGE ....................................................................................................... 67
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10. COMMUNICATION CONTROL TOOLKIT (CCT) CTI PROVISIONING .............................................. 68
10.1. 10.2.
CCT DEVICE RULES ...................................................................................................................................... 68 CCT STANDBY SERVER OPTIONS (CS1000 SIP, CS1000 AML, CM 5.2.1, MBT 5.2.1, MULTIMEDIA STANDALONE AND MULTIMEDIA COMPLEMENT TO ELITE VOICE )................................................................................ 69 10.3. CCT HOT STANDBY SERVER PACKAGE (CM 6.0.1) ....................................................................................... 70 10.4. ASTS (APPLY TO CS1000 ONLY) .................................................................................................................. 71 11. CONTACT CENTER MULTIMEDIA (CCMM) PROVISIONING ............................................................... 72
11.1. AACC MULTIMEDIA STANDALONE AND AACC MULTIMEDIA COMPLEMENT TO ELITE VOICE ...................... 72 11.2. CCMM AGENTS ............................................................................................................................................ 72 11.3. MULTIMEDIA AGENTS GUIDELINES ............................................................................................................... 73 NOTE*: ......................................................................................................................................................................... 77 W ITH AACC 6.2 (SP4) IM AS ROUTED CONTACT TYPE LICENCES MUST BE PURCHASED TO UTILISE AGENT PEERPEER IM. ...................................................................................................................................................................... 77 W ITH SERVICE PACK 5 (SP5) IM AS ROUTED CONTACT TYPE LICENCES IS OPTIONAL TO UTILISE AGENT PEER-PEER IM. ............................................................................................................................................................................... 77 11.4. CCMM AGENT RULES ................................................................................................................................... 77 11.5. CCMM STANDBY SERVER OPTIONS .............................................................................................................. 78 11.6. CCMM HOT STANDBY SERVER FOR CM 6.0.1 .............................................................................................. 78 12. SOA DEVELOPER INTERFACE KIT.............................................................................................................. 80 DEVELOPER COMMUNITY INFORMATION ....................................................................................................... 80 PROVISIONING................................................................................................................................................ 80
12.1. 12.2.
13. SIP SOLUTION PROVISIONING AVAYA MEDIA SERVER, ANNOUNCEMENT AND DIALOG PORTS ............................................................................................................................................................................ 82 13.1. 13.2. 13.3. 13.4. 14. AVAYA MEDIA SERVER (AMS) ..................................................................................................................... 82 ANNOUNCEMENT PORTS (CALLS IN QUEUE).................................................................................................. 83 DIALOG PORTS (SS PORTS) ............................................................................................................................ 83 AMS SERVER PORTS LICENCING ORDERING AND DEPLOYMENT RULES ....................................................... 84
14.1. 14.2.
AVAYA CM 5.2.1 CONFIGURATIONS FOR AACC 6.0, 6.1, 6.2........................................................................ 86 AVAYA AURA CONTACT CENTER 6.1, 6.2 (AS MULTIMEDIA COMPLEMENT TO ELITE VOICE) PROVIDES SUPPORT FOR THE AVAYA CM 3.X, 4.X, 5.X AND 6.X PLATFORMS. ............................................................................... 88 14.3. AVAYA AURA CONTACT CENTER 6.1, 6.2 AS STANDALONE MULTIMEDIA ONLY SYSTEM ........................... 89 14.4. AVAYA AURA CM 6.0.1 CONFIGURATIONS FOR AACC 6.2 (WITH AACC VOICE) ..................................... 89 14.5. CS1000 CONFIGURATIONS FOR AACC 6.0/6.1/6.2 SIP ................................................................................. 91 14.6. CS1000 CONFIGURATIONS FOR AACC 6.0/6.1/6.2 AML .............................................................................. 92 15. EXPANSIONS PROVISIONING........................................................................................................................ 93 CCM EXPANSIONS ......................................................................................................................................... 93 CCT EXPANSIONS .......................................................................................................................................... 93 KW TO CC DEVICE UPGRADES:..................................................................................................................... 93 CCM AGENT REDUCTION CODE .................................................................................................................... 93
UPGRADES PROVISIONING ........................................................................................................................... 94 AVAYA NES CCM & NES CCE UPGRADES .................................................................................................. 94 CCM AGENT UPGRADE CODES FBP/ENG CODES ....................................................................................... 95 CCT UPGRADES ............................................................................................................................................. 95 CCMM UPGRADES ........................................................................................................................................ 97 AVAYA NES - CCE / SECC MIGRATIONS...................................................................................................... 99 NON SIP TO SIP MIGRATIONS ...................................................................................................................... 100 PRE-PAID SERVICES UPGRADES ................................................................................................................... 100
DVD AND LICENSE FILE PROVISIONING ................................................................................................ 102 LICENSE FILE ON MEDIA (ENTERPRISE CONFIGURATOR ONLY) ................................................................... 102
17.1.
18. AVAYA AURA CONTACT CENTER 6.2 CORPORATE COMMERCIAL OFFER (CS1000 ONLY VIA EC) 103 18.1. CORPORATE ORDER TYPES .......................................................................................................................... 103
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18.2. 18.3. 18.4. 18.5. 18.6. 18.7. 18.8. 18.9. 18.10. FEATURE SUMMARY SIP VS. NON-SIP (APPLY TO AACC 6.1 AND 6.2) ....................................................... 104 CORPORATE CONFIGURATION RULES .......................................................................................................... 104 CORPORATE SYSTEM IDS ............................................................................................................................. 104 CORPORATE SYSTEM INDICATOR CODE ....................................................................................................... 105 NEW SYSTEMS AND EXPANSIONS................................................................................................................. 105 BASE SOFTWARE PACKAGES........................................................................................................................ 105 AGENT AND DEVICE CODES ......................................................................................................................... 105 CORPORATE AGENT RULES .......................................................................................................................... 106 CORPORATE SUPPORT FOR PROGRESSIVE OUTBOUND DIALLING (CS1000 AML NEW AND UPGRADE CONFIGURATIONS ONLY) ............................................................................................................................................ 110 18.11. CORPORATE LICENSE MANAGER STANDBY SERVER PACKAGE............................................................... 110 18.12. CORPORATE NCC PACKAGE ................................................................................................................... 110 18.13. CORPORATE CCM STANDBY SERVER ..................................................................................................... 110 18.14. CORPORATE GEO REDUNDANT CCM STANDBY SERVER ....................................................................... 110 18.15. CORPORATE NCC STANDBY SERVER ...................................................................................................... 111 18.16. CORPORATE CCT STANDBY SERVER ...................................................................................................... 111 18.17. CORPORATE CCMM STANDBY SERVER.................................................................................................. 111 18.18. RCW USERS............................................................................................................................................ 111 18.19. SOA INTERFACES.................................................................................................................................... 113 18.20. RECORD ON DEMAND / MULTIPLE DN .................................................................................................... 114 18.21. NETWORKING TYPE................................................................................................................................. 114 18.22. LICENSE FILE ON MEDIA ......................................................................................................................... 114 18.23. CORPORATE TRANSFERS ......................................................................................................................... 115 18.24. CCM NODAL TRANSFERS ....................................................................................................................... 116 18.25. NES CCE 7.1 TRANSFERS ....................................................................................................................... 118 18.26. STANDARD TO NETWORKED NODE DESIGNATOR .................................................................................... 118 18.27. CCMM NODAL TRANSFERS .................................................................................................................... 119 18.28. CCMM STANDBY SERVER TRANSFER .................................................................................................... 119 18.29. CCMM MULTIPLICITY ............................................................................................................................ 119 18.30. CCT NODAL TRANSFERS ........................................................................................................................ 120 18.31. CCT STANDBY SERVER TRANSFER ......................................................................................................... 120 18.32. CC CORPORATE TO AVAYA AURA CONTACT CENTER R6 CORPORATE UPGRADES ............................. 121 18.33. UPGRADE SITES WITH SRS CONTRACTS ................................................................................................. 123 18.34. AGENT REDUCTION CODES ..................................................................................................................... 124 19. AVAYA WFO AND 3RD PARTY WFO/CALL RECORDING FEATURE PROVISIONING ................. 125
19.1. CALL RECORDING FOR AACC IN COMMUNICATION MANAGER SIP CONFIGURATION ................................ 125 19.2. CALL RECORDING FOR AACC IN CS1000 AML CONFIGURATIONS - RECORD ON DEMAND, AND MULTIDN RECORDING ................................................................................................................................................................ 125 19.3. CALL RECORDING FOR AACC IN CS1000 SIP (HYBRID) CONFIGURATION .............................................. 127 20. 21. SUPPORT FOR AGENT BLEND WITH PROACTIVE CONTACT 5.0 HARD DIALER (PG230) ........ 130 SWITCH PLATFORM RULES ....................................................................................................................... 131 FEATURE ACTIVATION REQUIREMENTS ....................................................................................................... 131 COMPATIBILITY MATRIX - AVAYA AURA UNIFIED COMMUNICATIONS PLATFORM .................................. 131
AVAYA AURA UNIFIED COMMUNICATIONS PHONES................................................................................... 132 AVAYA COMMUNICATIONS SERVER 1000.................................................................................................... 132 AVAYA COMMUNICATION SERVER 1000 PHONES ........................................................................................ 133 VOICE SERVICES: AVAYA VOICE PORTAL, AVAYA CALLPILOT AND AVAYA MPS ...................................... 134
SUPPORTED OPERATING SYSTEMS WITH AACC 6.0, 6.1 AND 6.2 .................................................... 135 SERVER APPLICATION OS SUPPORT ............................................................................................................. 135 CLIENT OS SUPPORT .................................................................................................................................... 135 SUPPORTED LANGUAGES .............................................................................................................................. 135 SECURITY FEATURES ................................................................................................................................... 135 SUBSTITUTION OF PARTS ............................................................................................................................. 135 PRODUCT BUNDLING ................................................................................................................................... 136 UPGRADES ................................................................................................................................................... 136 ADMINISTRATION TOOLS ............................................................................................................................. 136
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23.1. 23.2. 23.3. 24. 25. AVAYA AURA CONTACT CENTER 6.2 SERVER CAPACITY GUIDELINES ..................................................... 137 AVAYA AURA CONTACT CENTER 6.X TOOLKITS ON AVAYA DEVCONNECT ............................................. 137 QUOTATION TOOLS & ORDER PROCESS ....................................................................................................... 137
QUALITY FRAMEWORK NEW PRODUCT INTRODUCTION POLICY ............................................... 139 WHAT ORDER MANAGEMENT SHOULD KNOW ABOUT THE PRODUCT? .................................... 140 LOGICAL PRODUCT COMPONENT COMBINATIONS ....................................................................................... 141 RECOMMENDED CRITICAL AND SERVICE IMPACTING SPARES ..................................................................... 141 MEAN TIME BETWEEN FAILURES (MTBF) .................................................................................................. 141 ADDITIONAL INFORMATION ......................................................................................................................... 141
PRODUCT CATALOG: ORDER CODES AND PRICING .......................................................................... 142 ACCESSING GPPC ........................................................................................................................................ 142
26.1. 27.
ORDERING PROCEDURES ............................................................................................................................ 143 STANDARD ORDERING PROCEDURES ........................................................................................................... 143 SOLUTION DESIGN VERIFICATION PROCESS (SDVP) ................................................................................... 143 ORDER CONFIGURATIONS, RULES AND FORMS ............................................................................................ 144 FOR HERITAGE AVAYA PARTNERS: ............................................................................................................. 145 FOR HERITAGE NES PARTNER:.................................................................................................................... 145
SERVICES CONFIGURATION, RULES AND FORMS............................................................................... 147 MAINTENANCE SUPPORT OFFERS FOR DIRECT CUSTOMERS GLOBAL .......................................................... 147 MAINTENANCE SUPPORT OFFERS FOR NON-ACCREDITED BUSINESS PARTNERS ......................................... 147 MAINTENANCE SUPPORT OFFERS FOR ACCREDITED BUSINESS PARTNERS .................................................. 148 EXTENDED SUPPORT AND END OF SERVICES SUPPORT POLICIES ................................................................. 149 SUPPORT ADVANTAGE OFFERS .................................................................................................................... 149 PARTNER IMPLEMENTATION SUPPORT OFFER .............................................................................................. 150
WARRANTY ...................................................................................................................................................... 152 PRODUCT CORRECTION NOTICES (PCNS) .................................................................................................... 152 PRODUCT SUPPORT NOTICES (PSNS) ........................................................................................................... 153
REPAIR & RETURN ......................................................................................................................................... 154 DEAD ON ARRIVAL (DOA)/OUT OF BOX FAILURE (OBF) ........................................................................... 154
WHAT LAB ENGINEERS SHOULD KNOW ABOUT THE PRODUCT? ................................................. 156 LAB STANDARDIZATION/EVALUATION PROGRAM ............................................................................ 158 SITE REQUIREMENTS.................................................................................................................................... 158 LAB REQUIREMENTS .................................................................................................................................... 159 AVAYA AURA CONTACT CENTER 6.X SERVER APPLICATION OS SUPPORT .............................................. 160 AVAYA AURA CONTACT CENTER 6.X CLIENT OS (INTERNET EXPLORER) SUPPORT................................. 160 LAB STANDARDIZATION TEST PLAN ............................................................................................................ 160 AVAYA SUPPORT FOR LAB EVALUATIONS ................................................................................................... 161
LAB TOOLS, TEST AND DIAGNOSTIC EQUIPMENT ............................................................................. 162 COMPETENCY REQUIREMENTS FOR DIAGNOSTIC TOOLS ............................................................................. 162 REMOTE ACCESS CAPABILITY ..................................................................................................................... 162 COMPETENCY REQUIREMENTS FOR REMOTE ACCESS .................................................................................. 162
PC REQUIREMENTS ....................................................................................................................................... 163 AVAYA AURA CONTACT CENTER 6.2 SERVER CAPACITY ......................................................................... 163 FUNCTIONALITY OVERVIEW ........................................................................................................................ 163 DISTRIBUTION .............................................................................................................................................. 163
ORDERING LAB EQUIPMENT OR SOFTWARE ....................................................................................... 164 AUTHORIZATION ........................................................................................................................................... 171 AVAYA AURA CONTACT CENTER 6.2 COMPETENCY READINESS INFORMATION....................................... 171 AVAYA CONNECT COMPETENCY MODEL FRAMEWORK FOR AACC 6.2 ...................................................... 171 SUMMARY OF CORE REQUIREMENTS ........................................................................................................... 172
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36.4. AVAYA PROFESSIONAL SALES SPECIALIST (APSS) SOLUTION CREDENTIAL ............................................ 172 36.5. INDIVIDUAL COURSEWARE FOR APDS CONTACT CENTER SOLUTION CREDENTIAL .................................. 173 36.6. AVAYA CERTIFIED IMPLEMENTATION SPECIALIST (ACIS) AVAYA AURA CONTACT CENTER TRAINING OPTIONS 173 36.7. NEW AVAYA CERTIFIED SUPPORT SPECIALIST (ACSS) CERTIFICATION .................................................... 175 37. FEATURE & FUNCTIONALITY - ATAC HELP & SUPPORT .................................................................. 177 CONTACT INFORMATION .............................................................................................................................. 177
37.1. 38.
Offer Definition
Product Avaya Aura Contact Center 6.2 GA Date 30 June 2011
Rev # Title Offer Definition Avaya Source Prime Martin Walker, Declan Folan, Jennifer Judy 1.8
Channel Partner /Distributor Target Audience Product Management, Order Management, Training, Lab Engineers, Sales Engineers
CHANGE CONTROL RECORD Date (mm/dd/yy) 05/17/11 07/08/11 08/16/11 09/02/2011 Issue/Version # 1.1 1.2 1.3 1.4 Prime Martin Walker Martin Walker Martin Walker Martin Walker Summary of Changes Initial Release during trial period Updated Release for product launch Updated Release with additional information Updated Release with additional information
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12/12/12
1.6
06/02/12
1.7
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1.
1.1.
Section 3: Update Capacity table Section 4: Recommended Platforms and Configurations Updates Section 8: Additional ordering notes on High Availability Section 9: Additional notes on screen-pop Section 10: Additional notes on Web chat functionality Section 11: Additional explanation of the SOA Dev Kit Section 19: Updated notes on Call Recording interfaces Section 21: Removal of support for SIP endpoints for new AACC sales on the CM 6 platform
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2. 2.1.
The software components and functional elements of AACC 6.2 are as follows: Contact Center Manager Server (CCMS) Contact Center License Manager (LM) Contact Center Manager Server Utility Contact Center Manager Administration (CCMA) Orchestration Designer (OD) Agent Desktop Display (ADD) Security Framework Communication Control Toolkit (CCT) Contact Center Multimedia (CCMM) Media Application Server (MAS) now called Avaya Media Server (AMS) Avaya Aura Agent Desktop (AAAD) Network Control Center (NCC) High Availability (HA) Some of these components are mandatory, while others are optional. The combination of components in a particular installation depends on the customers requirements.
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2.2.
2.2.1. Intelligent multi-channel routing including universal queue and persistent context
Advanced skill-based routing ensures individual contact treatment and connects customers with the agents who are the most qualified to serve them, locally or across a network. Generic database look-up and call data attachment capabilities without coding or application programming, are available using the simple and easy-to-use Database Integration Wizard Supports inbound and outbound voice, and multimedia contact in a blended queue (e-mail, voice mail, Web chat, text messaging/ Short Message Service [SMS], video, fax, and co-browsing) Blended predictive outbound dialling campaigns in tandem with Proactive Contact
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2.2.5. Unified administration tools are available to manage the multimedia contact center
CC Manager Administration provides a Single point of web based administration of the entire Contact Center suite. CC Manager Admin also provides single point of Admin across multiple sites (nodes) of a distributed Contact Center. Graphical Contact Center and Self-Service Workflow Orchestration Tool (Eclipse based like Avaya Dialog Designer) Corporate license management options reduce the cost of ownership by centralizing the control of software licensing for all elements on a node and all nodes in the network.
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avaya.com Avaya Aura Contact Center 6.1 extended the configurations available with AACC 6.0. A multimedia only configuration is now available. In support of its large installedbase of Avaya Communication Manager/Call Center Elite (CM/Elite) contact centers, including those who might be using Business Advocate, a AACC Multimedia only configuration is now available for hybrid customer contact deployments where customers can continue to operate their CM/Elite platforms to service voice communications channels, along-side an overlay or complement AACC deployment to support multimedia channels only. A multimedia only option with no voice is also available as a standalone multimedia contact center. This configuration can be deployed against competitors or 3 rd party voice solutions.
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avaya.com AVP 5.0, 5.1 Dialog Designer 5.0, 5.1 CS1000 SIP or CM Refer to Section 4 for further information on licencing requirements.
Avaya Aura Contact Center 6.2 extends the configurations available with AACC 6.0/6.1 AACC single and multi-site support with Avaya Aura CM 6.0.1 platform, providing increased capacity of up to 3000 agents and support for Campus High Availability and Geographic Resiliency. Enhanced Multimedia complement to Elite voice Unified Desktop for Elite/AACC complement configurations and alignment with IQ 5.2 for unified reporting Note that IM and PPOB are not supported in Elite voice / AACC MM complement configurations. Enhanced consultative transfer and conference operations for embedded H.323 soft phone Integrated AACC Agent Desktop with Aura IM/Presence Services for Avaya Aura CM 6.0.1 configurations Integrated Microsoft OCS 2007 IM and Presence integration for AACC for CS1000 and Avaya Aura CM 6.0.1 configurations Integrated AACC Agent Desktop with Aura Presence (without IM) for CS1000 SIP configurations Integrated Avaya Media Server based Agent Greeting functionality (Note: please contact the Avaya ATAC sales engineering team or Avaya APS team for assistance with deployment of this functionality) Offsite agent capability for Aura platform configurations (Note: please contact Avaya ATAC sales engineering team or Avaya APS for assistance with deployment of this functionality) AACC Enhanced Routing enhancements (Note: please contact Avaya ATAC sales engineering team or Avaya APS for assistance with deployment of this functionality) Multi-site Networking skills based routing of inbound voice contacts between AACC nodes on Avaya Aura CM 6.0.1 and CS1000
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avaya.com Desktop Enhancements addition of voice contact history and enhanced web chat Avaya Aura Experience Portal 6.0 self service integration Orchestration Designer graphical scripting tool support Campus High Availability and Geographic resiliency for Aura 6.1 configurations (Note: please contact the Avaya ATAC sales engineering team or Avaya APS team for assistance with deployment of this functionality) Switch alignment AACC 6.2 Voice: Aura CM/MBT 5.2.1, Aura 6.1, ME 6.1 AACC 6.2 MM: Unified Desktop for Elite/AACC Multimedia customers NES CS1000 5.0 7.5 Add support for vSphere 4.1 platform with ESXi hypervisor Deliver AACC client language packs and User Guides for 10 additional languages as post-GA update
Note: Customers wishing to deploy the following functionality should contact ATAC for Design Support assistance, and their Avaya designated representative for assistance with Implementation services. Campus High Availability and Geographic resiliency for Avaya Aura CM 6.0.1 configurations Integrated Agent Greeting functionality using the Avaya Media Server for Avaya Aura CM 6.0.1 and CS1000 SIP configurations AACC Enhanced Routing enhancements Call ATAC Pre-Sales, Sales and Technical support at 720-444-7700 or 888-2974700 ( US and AI ) , 720-444-7700 or 31 70 414 8099 (EMEA), or 720-444-7700 or 65 6872 2693 (APAC) and when prompted say CONTACT CENTER or send email to atac@avaya.com with the words Contact Center on your subject line.
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3.
Multimedia Agents
Notes The 1500 SIP MM agents can be licenced for email (max 1500) + SMS (max 1500) + Web chat (max 1500)** + Prev/Prog OB (max 1500) + IM (max 1500). The 3000 AML MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500)** + Prev/Prog OB (max 3000)
Avaya CS1000
1500
5000
1500
3000
Avaya Aura for Midsize Enterprise 5.2.1 Multimedia Complement to Call Centre Elite Midsize Enterprise 5.2.1
300
N/A
300
N/A
The 300 SIP MM agents can be licenced for email (max 300) + SMS (max 300) + Web chat (max 300) + Prev/Prog OB (max 300). The 300 SIP MM agents can be licenced for email (max 300) + SMS (max 300) + Web chat (max 300). Note - Preview/Progressive Outbound is not supported with this configuration.
N/A
300
N/A
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avaya.com The 3000 MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500). Note - Preview/Progressive Outbound is not supported with this configuration. The 1000 SIP MM agents can be licenced for email (max 1000) + SMS (max 1000) + Web chat (max 500)** + Prev/Prog OB (max 1000). The 3000 SIP MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500)**. Note - Preview/Progressive Outbound is not supported with this configuration. The 3000 SIP MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500)** + Prev/Prog OB (max 3000) + IM (max 3000) The 300 SIP MM agents can be licenced for email (max 300) + SMS (max 300) + Web chat (max 300) + Prev/Prog OB (max 300) + IM (max 300)
Multimedia Standalone
N/A
3000
N/A
1000
N/A
1000
N/A
N/A
3000
N/A
3000
N/A
3000
N/A
300*
N/A
300*
N/A
Note*: The 11 Oct 2011 Planning & Engineering guide increased the Avaya Aura ME 6.1 capacity to 500 for voice and multimedia agents. The Offer definition will be updated to the higher capacity in line with a forthcoming ASD update to adopt the 500 limit. Note**: The 09 December 2011 Planning & Engineering guide decreases the Web Chat capacity to 500 for all non MBT 5.2.1 /ME 6.1 configurations. This applies to Web Chat Agents and Multimedia Bundle Agents. ASD and EC will be updated to adopt this new limit. Existing Web Chat MBT and ME limits remain at 300.
3.1.
Application Notes Brochures Case Studies Channel Readiness Pre-GA Documents (Business Case and Offer Definition) Competitive Information Demos FAQs Fact Sheets
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The Avaya Aura Contact Center Feature Guide in the Job aids section provides a solid foundation in the product.
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4.
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avaya.com Avaya Aura Contact Center Deployment Options Three AACC software options are available: AACC Complete for management of all contact types - inbound voice, outbound voice, email, web chat, SMS text, fax, scanned documents, voice mails, and IM. AACC Complete is the software option provided in the Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) midmarket solution bundles. AACC Complement for management of non-voice multi-channel contact types (email, web chat, SMS, fax, scanned documents, voice mails). Elite manages voice calls on Communication Manager. AACC Standalone for management of non-voice multi-channel contact types (email, web chat, SMS, fax, scanned documents, voice mails). No integration or inter-operation with a voice call center provided. Note: 400 seats is the commercial offer limit for the AACC-M midmarket solution bundles. Above 400 seats, the choice of multichannel platform is determined by customer needs and communication platform. Note: Large Enterprise solution configurations such as AACC Complete on Communication Manager are currently under controlled availability and require additional Avaya approval to ensure customer satisfaction. Please consult your local Avaya representative for review of your configuration.
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avaya.com Recommended Platforms Summary Avaya is committed to the highest quality contact center solutions that offer superior value to any enterprise. The following summarizes guidance to simplify the choice of recommended solution designs. For alternative configurations please work with your Avaya account team and Avaya Technology and Consulting (ATAC) to develop the right solution for your customer. Switch Decision Net New: Propose Avaya Aura (CM)* Existing CM: Upgrade CM < 400 Contact Center Decision New: Propose AACC-M
Existing Elite: Propose AACC Multichannel Complement Existing CCE: Avaya will partner with you to determine the best solution, extend surround Existing NES: Upgrade to AACC Complete (AML) Elite + AACC Complement For Universal Queue: Elite + Interaction Center or AACC Complete (Controlled Availability) Elite + Interaction Center Add or upgrade Elite for voice only Add AACC Multichannel Complement For Universal Queue: Interaction Center Add or upgrade Interaction Center
< 3000**
> 3000**
<3000**
>3000**
New: Propose AACC Complete (AML) Existing NES: Upgrade/extend CS1000 Existing: Upgrade to AACC Complete (AML) Notes: * Avaya Aura is the platform of choice, but you can also propose CS1000 AML to improve customer satisfaction and probability of success ** Agent counts apply to multichannel agents
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avaya.com Existing Avaya customers should continue to leverage their existing platform of choice, with a defined evolution path to the future as follows: Existing heritage Avaya customers, upgrade to the latest release of Elite, consider centralizing with the Avaya Aura platform (Session Manager), surround with common integrated reporting and desktop Existing heritage Avaya NES customers should upgrade to the latest release of AACC with the appropriate configuration Position our ability to add nodal routing through Avaya Intelligent Customer Routing (ICR), including Dynamic Routing, as the next step in further simplifying and enhancing an Avaya-based topology. The eventual introduction of work assignment capabilities will further enhance, but not disrupt our customers existing architecture. Moreover, consider adding social media, analytics, workforce optimization and multichannel capabilities to existing environments with solutions such as Avaya Social Media Manager, Avaya One Touch Video, Avaya Customer Connections Mobile, and Avaya Mobile Supervisor (delivered with Avaya IQ 5.2). This document is primarily focused on the Assisted Experience Management capabilities of the Avaya Aura Contact Center Suite. As you position a solution, dont miss the opportunity to also include Avayas Automated Experience Management, Performance Management, and Workforce Optimization (WFO) capabilities: Avaya Aura Experience Portal, Avaya Proactive Contact, Avaya Proactive Outreach Manager, Avaya IQ, and Avaya Aura WFO. For these or alternate scenarios, Avaya specialists will partner with you to develop the right solution for our customer. Please consult the detailed positioning guides and tools for additional guidance on solution options.
One set of Software media and Licensing supports all options. Avaya Aura Contact Center 6.2 is a dot release. It replaced AACC 6.1 for factory orders at GA and is available as a no-charge service update for AACC 6.0 and 6.1 customers to allow them to upgrade to like-for-like AACC 6.2 functionality. New licenced functionality introduced with AACC 6.2 may be purchased incrementally as required. The ordering rules have been updated to support new AACC 6.2 functionality. The following section builds up the content introduced with AACC 6.0, extended with AACC 6.1 and further extended with AACC6.2.
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5.
5.1.
5.2.
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6. 6.1.
Avaya Aura Contact Center 6.2 Product ordering important information Important information on identifying which order codes to use
The Description and Material Codes used with the ASD and Enterprise Configurator systems are different. ASD should be used to order AACC for Avaya Aura platform configurations. Enterprise Configurator should be used to order AACC for CS1000 platform configurations.
6.2.
For Avaya Aura CM 5.2.1, MBT 5.2.1 and Avaya Aura 6.0.1 Configurations:
Use codes in blue text marked with (ASD) suffix Material code format = 6 digit numbers
6.3.
6.4.
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avaya.com NOTE: A reinstall of AACC 6.2 is required to avail of new functionality introduced with the Avaya Aura CM 6.0.1 platform configuration. Please refer to Product documentation for procedures to apply service packs.
6.5.
Product Ordering
The Avaya Aura Contact Center 6.2 Product Ordering guidelines are grouped into the following sections: Contact Center manager CCM and voice agent provisioning Communication Control Toolkit CCT provisioning Contact Center Multi Media CCMM provisioning SOA Developer Interface Kit provisioning SIP Provisioning Avaya Media Server, Announcement and Dialog Ports Switching Platform provisioning for SIP Solution configurations Expansion provisioning Upgrade provisioning DVD and License file provisioning Corporate provisioning Avaya WFO and 3rd party WFO/Call Recording Feature Provisioning Call Pilot replacement provisioning in tandem with Avaya Aura Experience Portal 6.0
NOTE For AACC-M (Mid Size) packaged offer capacities, please refer to the following section
6.6.
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7.
This offer does not apply to the previously sold AACC Essential offer. NOTES 1: This is a software only offer. Any hardware is configured and priced separately. 2: This offer consists of a packaged AACC Enterprise solution. The AACC Enterprise Offer features and rules that already exist also apply to the AACC-M Offer 3. This Mid Market Offer is only initially available on Avaya Communication Manager 1000 Releases 7.0 & 7.5 AND Avaya Aura 5.2 and 6.1
7.1.
7.2.
Offer Scope
This document details the AACC-M (Mid Market) Offer, quotation and pricing process.
7.2.1. In Scope
The offer provides pricing for the following: AACC-M Packaged Offers Standard Package Advanced Package Premier Package
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8 other options allowed are as follows: Soft phones (SIP Only) Campus Resiliency Offsite Agent (Mar 2012) Agent Greeting (Mar 2012) Extra Supervisors (Mar 2012) Extra RCW Licences (Mar 2012) Extra CCT Devices (Mar 2012) SOA Developer Kit (Mar 2012) Specially Priced Implementation Services associated with AACC-M Packaged Offers
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avaya.com Customers, regardless of size, who need significant customization or professional services
7.3.
NOTE Please refer to the latest WFO and AAEP/OD Offer Definition Documents for more information
Packaged Offer Content and Options 3 Packages and 8 optional features : Standard Package Voice Agent Preview/Progressive Outbound Compliance Call Recording Port1 Announcement Port2 Dialog Port Screen Pop (Out of Box Screen pop- SIP ONLY) 1 Supervisor per 10 Voice Agents Advanced Package Voice Agent Preview/Progressive Outbound Compliance Call Recording Port Announcement Port Dialog Port Screen Pop (Out of Box Screen pop- SIP ONLY)
1 2
Call recording includes the compliance recording for voice and does not include screen recording. Announcement and Dialog ports are applicable only when AACC is connected to the voice network via SIP, and are not included for AACC systems connected with Communication Server 1000 via Application Module Link (AML).
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avaya.com 1 Supervisor per 10 Voice Agents Email Agent License Web Chat Agent License Instant Messaging Agent License3
Premier* Package Voice Agent Preview/Progressive Outbound Compliance Call Recording Port Announcement Port Dialog Port Screen Pop (Out of Box Screen pop- SIP ONLY) 1 Supervisor per 10 agents Email Agent License Web Chat Agent License Instant Messaging Agent License Avaya Experience Portal Port License Campus Resiliency 4 Soft Phone License5 Offsite Agent (Mar 2012)6 Agent Greeting (Mar 2012)7 Extra Supervisors (Mar 2012)8 Incremental to the 10% included in the AACC-M Packages Extra RCW Licences (Mar 2012)9 Extra CCT Contact Center Devices (Mar 2012)10 SOA Developer Kit (Mar 201211)
NOTE
Resiliency for AACC Only for other applications (WFO, etc), these can be configured and quoted separately outside of the AACC-M bundles.
The AACC-M Package Rules & Capacities o Minimum Initial Order: 20 agents
3 4
Avaya Presence Server or Microsoft Office Communication Server (OCS) required. Resiliency option is applicable only to AACC. Other applications (Workforce Optimization, Experience Portal, etc.) require that resiliency solutions be configured and purchased separately. 5 One soft phone license is required for each agent using My Computer (aka Road Warrior) or Other Phone (aka Telecommuter) mode for voice calls Refer to Section : Avaya Aura Agent Desktop embedded Soft phone 6 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 7 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 8 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 9 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 10 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 11 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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avaya.com o Maximum Number of Licenses12: 100 Premier / 400 Total 100 Premier 400 Total o Soft phone required for road warrior or telecommuter modes Minimum: 0 Maximum: Sum of AACC-M Packages provisioned o Offsite Agent Minimum: 0 Maximum: Sum of AACC-M Packages provisioned o Agent Greeting Minimum: 0 Maximum: Sum of AACC-M Packages provisioned o Supervisors Minimum: 10% of Sum of AACC-M Packages provisioned (Included) Maximum: Sum of AACC-M Packages provisioned o Report Creation Wizard Minimum: 1 Maximum: 25 o CCT Contact Center Devices Minimum: Sum of AACC-M Packages provisioned (Included) Maximum: 2000 o Resiliency (Yes/No) o SOA Developer Kit (Yes/No)
7.4.
Switch Platform
AACC-M consists of a packaged AACC Enterprise offer and any switch platform rules pertaining to AACC Enterprise apply to AACC-M with one exception For Avaya MES CS1000, AACC-M is initially supported on releases 7.0 and 7.5 ONLY.
7.4.2. Avaya Aura Contact Center mid Market Packages 6.2: AACC-M 6.2 - SIP
This Mid Market Contact Center offering is associated with SIP based Switch platforms (Avaya Aura CM 5.2.1, Avaya Aura for Midsize Enterprises 5.2.1, Avaya Aura CM6.0.1, Avaya Aura Solution for Midsize Enterprise 6.1, and Avaya NES CS1000 7.0-7.5) in SIP configuration for up to a max combination of 400 Standard, Advanced & Premier Packages.
12
For configurations larger than 400 agents or with more than 100 Experience Portal licenses use enterprise licensing.
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Standard Package
Inbound Voice Agent Prev/Prog Outbound Voice Agent WFO Compliance Recording Port Supervisor Port* Announcement Port* Dialog Port
Enhanced Package
Inbound Voice Agent Prev/Prog Outbound Voice Agent WFO Compliance Recording Port Supervisor Port* Announcement Port* Dialog Port
Premier Package
Inbound Voice Agent Prev/Prog Outbound Voice Agent WFO Compliance Recording Port Supervisor Port* Announcement Port* Dialog Port
Notes
Standard Voice Agent
Voice Recording only (not screen recording) *1 provided for every 10 Inbound Voice Agents * SIP AACC only (not required for AACC CS1k/AML solution) * SIP AACC only (not required for AACC CS1k/AML solution) Included by default with AACC - no separate material code (Out of Box Screen pop- SIP ONLY) Included by default with AACC - no separate material code
Screen pop Desktop Client Email Agent Web Chat Agent IM Agent
Screen pop Desktop Client Email Agent Web Chat Agent IM Agent Self Service Port
7.5.
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avaya.com Up to 400 Agents (30 Skillsets) Add - Ons Outbound Voice (1 sample campaign) Email ( 5 Mailboxes, 5 Skillsets) Web Chat (1 customer website, 5 Skillsets) IM ( 2 Skillsets, MS OCS or Avaya Presence Server) Call Recording Experience Portal (Implementation only) The Implementation Services Offer Rules Only available for AACC-M Offer Note that any extra implementation services required outside of this offer below can also be provisioned and quoted at normal price.
7.5.1. Avaya Business Partner / Service Provider Prerequisite Requirements to Perform Implementation Services
Installation Services are to be performed by Avaya Professional Services (APS) until Avaya Business Partners are officially trained and certified to perform this work on Avayas behalf, and have completed the required Avaya Quality Framework New Product Introduction (NPI) Policy requirements for Avaya Aura WFO 10.1, Avaya Aura Contact Center 6.2, and Avaya Aura Experience Portal 6.0 if applicable depending on the bundle required. Once these requirements have been met, Avaya Business Partners and Services Only Providers will be authorized to provide installation services directly to the customer. APS implementation support will continue to be available if further assistance is required. The following link provides additional information.
http://portal.avaya.com/ptlWeb/services/SV0555
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avaya.com 1. For Avaya Sales Team requests: Go to Avaya Enterprise Portal, Tools, Sales Tools, Salesforce.com. 2. For Distributors and Partners whom have a contract agreement with Avaya to buy services direct, requests go to PRM at www.avaya.com/prmportal. 3. For all other Authorized Business Partner requests, work through your Distributor. 4. Authorized Business Partners may quote/order a-la-carte services by visiting:
http://portal.avaya.com/ptlWeb/spCP/CS2006103115434830059/C20092512724292001/SN200925 134055417094/SN200925134055417094.
7.6.
Support Services
Avaya provides a robust offering of Maintenance services to allow Customers and Authorized Business Partners the ability to choose services which meet their business needs. For Support Advantage offerings on AACC: Essential Support 24x7 Remote Technical Support Preferred Support 24x7 Remote Technical Support with advanced support (OIS remote network system status, enhanced response times) Upgrade Advantage access to upgrades through subscription service Wholesale and Co-Delivery offerings are available for Authorized Partners who have achieved ACSS on AACC portfolio. For Full Coverage (Utility Maintenance) on WFO & AEP: Remote Technical Support 24x7 Software Upgrades Wholesale only is available for the WFO & AEP offering as ACSS certifications are not available on these products Maintenance Services is a Required Attach AACC-M offering. For WFO Utility / Traditional Maintenance mandatory with Product Code 268921, all orders must include the Maintenance code 268921M
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These Services will be available through Avaya Solution Design (ASD) and the Maintenance Configurator.
o Remote Technical Support Services 24x7 o Software Release Services access to upgrades through subscription service Express Services (Express) (Gx6300) o Remote Technical Support Services 24x7 o Software Release Services access to upgrades through subscription service
All AACC-M Bundles must include: AACC Package code (NT9Y44UA, UB,UC) and WFO CR Midsize Enterprise Code (NT9Y44UD) The Premier Package Offerings it must include 3 codes AACC Premier Pkg (NT9Y44UC), WFO CR Midsize Enterprise (NT9Y44UD) and AAEP - Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs Lic (NT9Y44UE) The applicable Support PASS and Express are required for each code
EC Material Code EC Description Service Line Numbers EKV EM0 EKW EM0
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The AACC-M bundles are Required Maintenance Attach services must be ordered at time of product purchase. Quotes are available for PASS/Express through Enterprise Configurator (EC). All Maintenance Services are available in 1 and 3 year offers.
7.7.
Material Codes
New Standard Package Contents New Standard Package Contents New Advanced Package Contents New Advanced Package Contents New Premier Package Contents NT9Y44UA (EC) NT9Y44UD (EC) 268630 (ASD) 268921 (ASD) NT9Y44UB (EC) NT9Y44UD (EC) 268631 (ASD) 268921 (ASD) NT9Y44UC (EC) NT9Y44UD (EC) NT9Y44UE (EC) New Premier Package Contents 268632 (ASD) 268921 (ASD) 269797 (ASD) Standard To Advanced Standard To Advanced Standard To Premier NT9Y44WA (EC) 268633 (ASD) NT9Y44WB (EC) NT9Y44UE (EC) 268634 (ASD) Standard To Premier 269797 (ASD) NT9Y44WC (EC) NT9Y44UE (EC) 268635 (ASD) Advanced To Premier Resiliency Resiliency Resiliency 269797 (ASD) NT9Y44XA (EC) 268636 (ASD) 269780 (ASD)
Part Description
AACC 6 New Standard Package AACC WFO Comp Rec Port AACC R6 Midsize Enterprise Std Pkg AV WFO R10.1.2 CR Midsize Entprs AACC 6 New Advanced Package AACC WFO Comp Rec Port AACC R6 Midsize Enterprise Adv Pkg AV WFO R10.1.2 CR Midsize Entprs AACC 6 New Premier Package AACC WFO Comp Rec Port AACC-M AAEP Licence AACC R6 Midsize Enterprise Prem Pkg AV WFO R10.1.2 CR Midsize Entprs Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs PT Lic AACC Standard to Advanced Migration AACC R6 Midsize Entprs Std TO Adv MG AACC Standard to Premier Migration AACC-M AAEP Licence AACC R6 Midsize Entprs StdToPrem MG Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs PT Lic AACC Advanced to Premier Migration AACC-M AAEP Licence AACCR6 Midsize Entprs Adv TO Prem MG Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs PT Lic AACC Midsize Resiliency Package AACC R6 Midsize Entprs Resiliency Pkg CM5 AACC R6 Midsize Entprs Resiliency Pkg CM6
Advanced To Premier
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7.8.
8 other options allowed are as follows: Campus Resiliency 13 Soft Phone License14 Offsite Agent (Mar 2012)15 Agent Greeting (Mar 2012)16 Extra Supervisors (Mar 2012)17 Incremental to the 10% included in the AACC-M Packages Extra RCW Licences (Mar 2012)18 Extra CCT Contact Center Devices (Mar 2012)19 SOA Developer Kit (Mar 201220) Customers have the additional benefit of a migration path to AACC Enterprise.
13
Resiliency option is applicable only to AACC. Other applications (Workforce Optimization, Experience Portal, etc.) require that resiliency solutions be configured and purchased separately. 14 One soft phone license is required for each agent using My Computer (aka Road Warrior) or Other Phone (aka Telecommuter) mode for voice calls Refer to Section : Avaya Aura Agent Desktop embedded Soft phone 15 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 16 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 17 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 18 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 19 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 20 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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7.9.
8 other options allowed are as follows: Campus Resiliency21 Soft Phone License22 Offsite Agent23 Agent Greeting24 Extra Supervisors25 Incremental to the 10% included in the AACC-M Packages Extra RCW Licences26 Extra CCT Contact Center Devices27 SOA Developer Kit28
7.9.1.
21
Resiliency option is applicable only to AACC. Other applications (Workforce Optimization, Experience Portal, etc.) require that resiliency solutions be configured and purchased separately. 22 One soft phone license is required for each agent using My Computer (aka Road Warrior) or Other Phone (aka Telecommuter) mode for voice calls Refer to Section : Avaya Aura Agent Desktop embedded Soft phone 23 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 24 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 25 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 26 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 27 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 28 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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7.10. FAQs
7.10.1. What is the target market for this solution?
The Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) is a software only offer targeted at Greenfield, competitive displacement
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avaya.com Do not position this solution with customers who need a significant level of customization or professional services. Use enterprise pricing for this customer. Cisco and Interactive Intelligence have focused offerings and extremely aggressive sales efforts in this segment. It was decided that in order to avoid losing market share in this space we needed to create a bundled product solution to address the feature/functionality requirements and to complement that solution package with implementation services. Product and services offerings have been priced aggressively to win. The contact center market segment of 20 400 agents represents 57% of the total North American contact center market revenue and 41.5% of the contact center seats globally. This segment is also growing faster than the over 400 segment. The key competitors are Cisco UCCX (not UCCE) and Interactive Intelligence. Other players encountered in this segment include Genesys, Aspect, Zeacom, Mitel, Siemens and Shoretel. Full Marketing Collateral will be available Marketing materials including customer presentations, partner presentations, solution brochures and playbooks are being developed and will be available in September.
7.10.8. Whats in the product solution and what are the prices?
The AACC-M offers, formerly called Mid Market Phase 1, consist of three specially created contact center product bundles to address mid market contact center requirements. Implementation services offers have also been developed to complement the bundles and have been aggressively priced to meet competitive offers: Standard Bundle Voice Agent Preview/Progressive Outbound Compliance Call Recording Port29 Announcement Port30 Dialog Port Screen Pop 1 Supervisor per 10 agents Advanced Bundle Voice Agent Preview/Progressive Outbound
29 30
Call recording includes the compliance recording for voice (connected via SIP) and does not include screen recording. Announcement and Dialog ports are applicable only when AACC is connected to the voice network via SIP, and are not included for AACC systems connected with Communication Server 1000 via Application Module Link (AML).
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avaya.com Compliance Recording Port Announcement Port Dialog Port Screen Pop 1 Supervisor per 10 agents Email Agent License Web Chat Agent License Instant Messaging Agent License
Premier* Bundle Voice Agent Preview/Progressive Outbound Compliance Call Recording Port Announcement Port Dialog Port Screen Pop 1 Supervisor per 10 agents Email Agent License Web Chat Agent License Instant Messaging Agent License Avaya Experience Portal Port License
8 other options allowed are as follows: Campus Resiliency Soft Phone License31 Offsite Agent 32 Agent Greeting 33 Extra Supervisors34 Incremental to the 10% included in the AACC-M Packages Extra RCW Licences35 Extra CCT Contact Center Devices36 SOA Developer Kit37
31
One soft phone license is required for each agent using My Computer (aka Road Warrior) or Other Phone (aka Telecommuter) mode for voice calls Refer to Section : Avaya Aura Agent Desktop embedded Soft phone 32 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 33 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 34 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 35 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 36 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 37 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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avaya.com For Instant Messaging, a presence server must exist or be configured/priced separately Any combination of the bundles may be configured from a minimum sum of 20 and a Maximum sum of 100. Max Premier in a solution is 100.
7.10.13. How is the Experience Portal port ratios scaled to the Agents?
For the AACC-M Offer, 1 AAEP licence is also included in the Premier Package. The maximum quantity of Premier allowed for this Commercial Offer is 100. The max Voice Agents for the AACC-M offer is 400. For this Market Segment, view is that for most cases 100 AAEP ports vs. 100 Voice Agents is a generous ratio. If a user requires a predominantly AAEP solution, recommend that a full AAPP solution is quoted (dont use AACCM)
7.10.14. When a mid-size customer takes advantage of optional enterprise features, are these priced at a midmarket price?
DF The AACC-M Offer is a tightly yet flexible package of AACC/WFM/WFO Enterprise features at a very attractive price (up to 70% off a la carte enterprise pricing). Any optional features are charged at standard Enterprise pricing.
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7.10.20. Does APS include the implementation of the screen pop application or does the customer have to outsource to an integrator?
For AACC SIP solution, basic screen pop functionality is available out of the box. For customised screen pop, this will need to be developed by professional services, system integrator or partner/customer development team.
7.10.22. For customers that may still have NES CC-Express 7, is there an "upgrade" path and pricing, or do we treat it as a green field and use special discounts?
Currently there is no NES Express upgrade path to the AACC-M offer.
7.10.23. If a customer orders AACC-M and later wants additional CRM integration, we can use the regular APS service request to get this quoted?
Yes
7.10.24. Where can I get more information on the AACC and AACC-M offers, features, configurations etc.?
Please refer to the Avaya Global Sales Portal, Job Aids Section: https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0793/AllCollateral Refer to the Planning & Engineering Guide for supported configurations and recommended server specifications.
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8.
Contact Center Manager (CCM) and voice agent provisioning Avaya Aura Contact Center 6.2 is offered in 3 Offer Types : Essential up to 100 agents inbound voice Enterprise ala carte offer, supporting voice and multimedia AACC- Mid Market Packages Enterprise Packages Max 400 Features and Interfaces Voice contacts Multimedia contacts Maximum voice agents Essential Yes No <100 Enterprise Yes Yes CS 1000 TDM: <5,000 CS 1000 SIP: <1500 Avaya Aura CM 5.2.1 SIP: <1000 Avaya Aura CM 6.0.1 SIP: 3,000 Avaya Aura MBT5.2.1 SIP: <300 Avaya Aura ME 6.1 SIP: <300 3000
Maximum Multimedia Agents Multi-site contact center Multi-server contact center High Availability standby server Networking Network Control Center Report Creation Wizard (RCW) Service Oriented Architecture (SOA) web services TDM-based voice services (including CallPilot) GIVE IVR
COLLECT DIGITS OPEN VOICE SESSION and END VOICE SESSION PLAY PROMPT GIVE CONTROLLED BROADCAST ANNOUNCEMENT (not supported on a CS-1000E platform).
Not supported
No No No No No No No
Yes
Yes
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avaya.com Features and Interfaces Host data exchange (HDX) Database Integration Wizard (DIW) Meridian Link Services (MLS) Host Enhanced Routing (HER) SOA Web Services (Open Queue and Open Networking) Graphical call flows Integrated reporting Skills-based routing Universal queue Integrated music and RAN Default play prompts/ collect digits Optional dialog (basic IVR) ports Unified reporting Historical reports - call by call Historical reports - contact summary reporting (CSR) Historical reports - access and partition management Real-Time Basic Status API Essential No No Enterprise Yes Yes
No
Yes
No
Yes
Yes No No No
No
Yes
No
Yes
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8.1.
8.2.
Description Avaya Aura Contact Center Manager R6 Nodal Essential SIP Base System (EC) AVAYA AURA CC6 ESSNTL SIP SYS (ASD)
Notes Enables CCM, CCT & AMS by default Enables CCM, CCT & AMS by default Enables CCM & CCT by default
NT9Y40DB (EC)
Avaya Aura Contact Center Manager R6 Nodal Essential Base System (EC)
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8.3.
Avaya Aura Contact Center 6.2 Enterprise CCM (Voice) Base Software Packages
Each new Avaya Aura Contact Center 6.2 system with 10 or more agents requires one base Avaya Aura Contact Center 6.2 software package. For the Enterprise SIP Offers, Announcement ports are automatically provisioned in AACC 6.1 and AACC6.2 qty 1 for each Inbound Voice Agent. For the Enterprise SIP Offers, CCT CC Devices are automatically provisioned in AACC 6.1 and AACC6.2 qty 1 for each Inbound Voice Agent.
Description Avaya Aura Contact Center Manager R6 Nodal Enterprise Base System (EC) Avaya Aura Contact Center Manager R6 Nodal Enterprise SIP Base System EC) AVAYA AURA CC6 ENTPRS SIP SYS (ASD)
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8.4.
NOTES
MLS systems only require one code. An MLS system cannot be upgraded to add CCT, CCMM, HA or Networking. CCT can be run but as an independent product.
Description Avaya Aura Contact Center Manager R6 MLS Base System (EC) Avaya Aura Contact Center R6 MLS CRQM 30 59 (EC) Avaya Aura Contact Center R6 MLS CRQM R60 + (EC)
Notes All other options are disabled. Provision if quantity CR&QM channels in WFO is 30-59* Provision if quantity CR&QM channels in WFO is 60+*
Call Recording and Quality Monitoring requires CCM MLS for the CR&QM channels. The MLS base packages for WFO should only be provisioned if a user is ordering WFO and the EC QRN forces the user to order CCM MLS. Provision the package based on the total of IP CR, IP QM, TDM QM, or Trunk Spans ordered.
8.5.
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Quantity of Inbound Voice Agents Selected will also enable the same number of CCT CC Devices in the License file
Description Avaya Aura Contact Center R6 Nodal Essential Voice Agent Increment 1-100 (EC) Avaya Aura Contact Center R6 Nodal Essential SIP Voice Agent Increment 1100 (EC) AVAYA AURA CC6 ESSNTL SIP VCE AGT order for Essential
8.6.
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2) If 450 network enabled voice agents are required, the user requires 450 x NT9Y44JB Avaya Aura Contact Center R6 Nodal Voice Networked Agent Increment -1 Order Codes
Material Code NT9Y44DA (EC) NT9Y44JA (EC) NT9Y44JB (EC) NT9Y44RE (EC) 263152 (ASD) 264644 (ASD) 259851 (ASD) NT9Y44RF (EC) 264645 (ASD) Description Avaya Aura Contact Center R6 Nodal Voice Standard Agent Increment -1 Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment 1 (EC) Avaya Aura Contact Center R6 Nodal Voice Networked Agent Increment -1 (EC) Avaya Aura Contact Center R6 Nodal SIP Voice Networked Agent Increment -1 (EC) AVAYA AURA CC6 ENTP SIP VCE PER AGT AVAYA AURATM CC6 NETWORKED VOICE PER AGT LIC:CU AVAYA AURA CC6 ESSNTL SIP VCE AGT order for Essential Avaya Aura Contact Center R6 Nodal SIP Voice Standard to Networked Agent transfer Increment _1 (Note code applies to AML also) Avaya Aura Contact Center R6 Nodal SIP Voice Standard to Networked Agent transfer Increment _1
NOTES
CCMM Licencing may be required to access some functionality, even in voice only configurations. Note that the following features require the selection of Enterprise Offer and the provisioning of the CCMM Base package and qty 10 Multimedia Agents Web Stats Voice Contact History Drop down list of Activity/Not Ready Reason Codes These features are not accessible with the Essential Offer.
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8.7.
NOTES
Supported for CS1000 network configurations only for AACC 6.0 and 6.1. Supported with CS1000 and CM 6.0.1 and mixed network of CS1000/CM 6.0.1 configurations with AACC 6.2 Not supported for CM 5.2.1 / MBT 5.2.1 / ME 6.1 configurations. Multimedia networking not supported at this time.
8.8.
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8.8.2. For CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 configurations in which AACC provides voice functionality, and AACC as MM / Elite voice configurations
Avaya Aura Agent Desktop is provisioned automatically for each Voice and MM agent upon selection of Inbound Voice or MM agent licencing In this configuration the Avaya Aura Agent Desktop provides 3 voice modes for the Agent to select from at runtime: 1) Desk Phone (Shared Control - on premises or VPN phone) Your PC shares control with your extensions IP or DCP telephone Your IP or DCP telephone supplies audio 2) My Computer (VoIP Road Warrior) Your PC becomes the telephone at your extension and supplies VoIP 3) Other Phone (Telecommuter) Your PC controls your extension Audio is directed to any telephone that can be called from your CP/CM For mode 1 (Desk Phone) the embedded soft phone licence is not required. For modes2 (My Computer) the embedded soft phone licence must be purchased for each Agent required to login to My Computer mode. For mode 3 (Other Phone /Telecommuter) the embedded soft phone licence is not required and the Avaya Aura Offsite Agent codes for Avaya CM should be ordered instead (ref section 7.11.2).
NOTE
IM and PPOB are not supported in Elite voice / AACC MM complement configurations.
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NOTES
Supported for CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 configurations in which AACC provides voice. Supported for AACC as MM / Elite as voice complement configuration. Not Supported with CS1000 AML or SIP configurations.
8.9.
Agent Greeting allows an Agent to pre-record a greeting and have it replayed automatically every time an agent Answers the call. Agent Greeting is an AMS application and also required AMS to be provisioned. One Agent Greeting licence is required for each concurrent access to the Agent Greeting application for recording or playback.
Description Avaya AuraTM Contact Center R6 Agent Greeting Base System (EC)
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NT9Y44OA (EC) 263221 (ASD) 263520 (ASD) Avaya AuraTM Contact Center R6 Agent Greeting Licence - 1 (EC) AVAYA AURA CC6 AGT GREETING SYS (ASD) AVAYA AURA CC6 AGT GREETING PER PT (ASD)
NOTE An existing Avaya Aura Contact Center 6.0/6.1 customer requiring Avaya Aura Offsite Agent 6.2 must upgrade to Avaya Aura Contact Center 6.2
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NOTES
Supported for CS1000 AML configurations. Not Supported with CS1000 SIP configurations. Avaya Aura Offsite Agent 6.2 (AAOA) is an optional component of AACC 6.2 Avaya Aura Offsite Agent 6.2 extends the agent capability beyond the contact center without the need for any special equipment. There are two different solutions possible to enable Offsite Agents, depending on which platform the Avaya Aura Contact Center uses. In contact centers using the Avaya Communication Server 1000 platform the Offsite Agent solution require an Offsite Agent server and a SIP-TDM gateway to connect to the PBX. This is the same deployment used in previous versions of Offsite Agent. Customers using Avaya Aura Unified Communications platforms deploy Offsite Agent using a feature called Telecommuter mode. When using Telecommuter mode, the customer does not require an additional Offsite Agent or SIP-TDM gateway. In both deployments, the agent experience at the desktop is almost identical, with small differences in the behaviour of the calls from the contact center to the offsite telephone.
8.10.2. Prerequisites
Avaya Aura Offsite Agent 6.2 (AAOA) requires the Avaya Aura Contact Center 6.2 and the associated infrastructure. The following table lists the Avaya Aura Offsite Agent 6.2 orderable codes and descriptions at General Availability. This solution is available through Enterprise Configurator.
Material Code NT9S14GA (EC) NT9S21PA (EC) Description Avaya Aura Offsite Agent Base System (EC) Avaya Aura Offsite Agent 1 Agent Increment (EC)
Provisioning Rules 1. CCT Base Pkg & Devices 2. CCM Agent Increments (optional when MM is required) 3. CC AMS Ports Each concurrent Avaya Aura Offsite Agent will consume a CCT user license. Since CCT is an integral part of the AAOA application, the required CCT server and user licenses ARE automatically calculated and included by EC based on the inputs for AAOA.
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avaya.com If CCT is already present in the site (as determined by the history of the site profile) then sufficient CCT user licenses will be added to the configuration and quotation at no charge. If no CCT is present (according to the history of the site profile) then both the CCT server and the CCT user licenses will be automatically provisioned and added to the configuration and quotation at no charge. For Multimedia is (which is optional), Enterprise Configurator will autoprovision a 1:1 relationship of CCT devices for Multimedia to Offsite Agent. Each AAOA Agent requires a minimum of 1 CC Voice Agent. NOTE Gateways may be purchased directly from Audiocodes.
Avaya Aura Agent Desktop is provisioned automatically for each Voice and MM agent upon selection of Inbound Voice or MM agent licencing. This feature is available with the for the AACC Enterprise offer (not valid for Essential) In this configuration the Avaya Aura Agent Desktop provides 3 voice modes for the Agent to select from at runtime: 1) Desk Phone (Shared Control - on premises or VPN phone) Your PC shares control with your extensions IP or DCP telephone Your IP or DCP telephone supplies audio 2) My Computer (VoIP Road Warrior) Your PC becomes the telephone at your extension and supplies VoIP 3) Other Phone (Telecommuter) Your PC controls your extension Audio is directed to any telephone that can be called from your CP/CM Avaya Aura Contact Center 6.2 supports the option of configuring an offsite solution with the Avaya CM via the enablement of Other Phone (Telecommuter) mode within the switch is enabled. Other Phone connection mode allows agents to nominate the telephony modes after
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avaya.com launching the Avaya Aura Agent Desktop. The agent experience at the desktop is almost identical, with small differences in the behaviour of the calls from the contact center to the offsite telephone. Provisioning Rules Order qty 1 of 263159 per CM Order qty 1 of 263339 per AAOA (Other Phone/Telecommuter) agent ASD provisions one IP_Agent_Type9 CM per AAOA (Other Phone/Telecommuter) agent
Material Code 263159 (ASD) 263339 (ASD) Description AVAYA AURA CC6 OFFSITE AGT SYS (ASD) AVAYA AURA CC6 OFFSITE AGT PER AGT (ASD)
8.12. Supervisors
With Avaya Aura Contact Center 6.x, supervisors are a licenced feature. This enables a supervisor to access real-time and historical reporting, new report creation and supervisor control and monitoring of agent activity. Order quantity one licence per concurrently logged-in Supervisor. Supervisor/agents require both Supervisor and Agent licences to be purchased. CS1000 configuration upgrades from NES CC to Avaya Aura Contact Center 6.2 via Enterprise Configurator are automatically provisioned with a quantity of Supervisor licenses equal to 10% of the Inbound Voice Agent quantity stored in Avaya factory history for the current NES CC system. Additional supervisor licenses may be purchased by ordering the required additional quantity of the order code.
Material Code NT9Y44PA (EC) 259650 (ASD) Description Avaya Aura Contact Center R6 Supervisor License - 1 (EC) AVAYA AURA CC6 SUPERVISOR PER PT (ASD)
8.13. Report Creation Wizard Users (Enterprise & AACC-M offer only)
The Report Creation Wizard licence enables supervisors to customize reports. One Report Creation Wizard user licence is bundled in the Enterprise base package. Users can order extra RCW users in bundles of 5 up to a maximum 25 users.
Material Code Description Notes
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Material Code NT9Y41HA (EC) NT9Y41JA (EC) 259515 (ASD) 259516 (ASD) Description Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users (EC) Avaya Aura Contact Center R6 Report Creation Wizard (RCW) Users (Bundle of 5) (EC) AVAYA AURA CC6 RPT RTR 1ST 4 USERS (ASD) AVAYA AURA CC6 RPT RTR 5 USERS (ASD Notes First 4 extra users.
Used for 10, 15, 20, 25 users. First 4 extra users. Used for 10, 15, 20, 25 users.
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9.
AACC 6.2 CM5.2.1 /SES 5.2.1/AES 5.2.1 MBT 5.2.1 CS1000 SIP Multimedia Standalone Elite voice / AACC Multimedia complement CS1000 AML Campus Hot Standby High Availability (Sections 8.1, 9.2,10.5) Geographic High Availability (Section 8.3)
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Campus Warm Standby High Availability (Sections 8.1, 9.2,10.5) Geographic High Availability not supported
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Campus Mission Critical High Availability (Sections 8.2, 9.3, 10.6) Geographic High Availability (Section 8.3)
ME 6.1
Avaya Aura Contact Center 6.2 supports CM 6.0.1, SM 6.1, AES 6.1 Mission Critical High Availability configuration showing optional Remote Geographic Node.
AACC 6.2 Campus HA Solution for CM 6.1 with optional geographic node
Primary Site: Hot Standby Campus AACC
AACC (A) AACC (S)
TR-87
AMS 7.x
TR-87
AES 6.1
ASAI
SMGR 6.1
SM #1 6.1
SM #2 6.1
CCMM (S)
WAN
ASAI
SM #3 6.1
CM 6.0.1 Active
RTP
Survivable Core
G4xx
PSTN
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avaya.com Avaya Aura Contact Center 6.2 supported CS1000 campus HA configuration showing optional Remote Geographic Node (AML only).
AACC 6.2 Campus HA Solution for CS1000 with optional Geographic node
Communication Server 1000E HA Campus Survivable Media Gateway
100 Mbit/s Layer 2
CS 1000E Core 0
CS 1000E Core 1
SMG
CP HA Solution
Active CallPilot
CAMPUS LAN
Standby CallPilot
CCMS (A)
CCMS (S)
CCMS (W)
CCT (A)
CCT (S)
CCT (W)
Network
CCMM (A)
CCMM (S)
CCMM (W)
> Realtime data replication: Hot data at remote CCMS(W), CCT(W), CCMM(W)
2010. All rights reserved. 48
Example of Networked High Availability solution comprising two CM 6.0.1, SM 6.1, AES 6.1 Mission Critical High Availability configurations Avaya Aura Contact Center 6.2 supports the Networking of CM 6.0.1, SM 6.1, AES 6.1 Mission Critical High Availability systems. For this configuration each Avaya Aura Contact Center 6.2 must be provisioned with Universal Networking.
NSBR
AMS 7.x (A) AMS 7.x (S)
SMG LAN
WAN
AACC
TR-87
AACC
AMS 7.x (A)
AACC
TR-87
AACC
Sys Plat
SIP ASAI
AES 6.1
SIP
ASAI
WAN
NCC
SMGR 6.1 SM #1 6.1
Sys Plat
AES 6.1
SM #2 6.1
CCMM (S)
SMGR 6.1
SM #1 6.1
SM #2 6.1
CCMM (S)
CM 6.0.1 Standby
RTP
CM 6.0.1 Standby
Site 1:
Site 2:
PSTN
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Ordering Notes: A voice only AACC AML system adds HA by purchasing CCM HA only. A voice only AACC AML system with CCT adds HA by purchasing CCM HA+CCT HA A voice+MM AACC AML system adds HA by purchasing CCM HA +CCT HA + CCMM HA. A voice only AACC SIP (CM or CS1k) always includes CCT, therefore adding HA involves the purchase of CCM HA +CCT HA A voice+Multimedia AACC SIP (CM or CS1k) includes CCT & CCMM, therefore adding HA involves the purchase of CCM HA +CCMM HA +CCT HA A MM standalone or MM Elite Complement always include CCM+CCMM+CCT, therefore adding HA involves the purchase of CCM HA +CCMM HA +CCT HA
9.1.
Rules Order qty 1 NT9Y41AA for CS1000 SIP and AML Order qty 1 259513 for Aura CM 5.2.1, MBT 5.2.1, Multimedia complement to Elite voice Order qty of either code for Multimedia standalone
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Material Code NT9Y41AA (EC) 259513 (ASD) Description Avaya Aura Contact Center Manager R6 Enhanced Standby Server (EC) AVAYA AURA CC6 ENH STANDBY SRVR (ASD)
Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality.
9.2.
Description Avaya AuraTM Contact Centre Manager R6 Hot Standby Server (ASD)
Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality.
This applies to CM 6.0.1 configurations only This DOES NOT apply to Avaya Aura Solution Midsize Enterprise 6.1 or any other configuration.
9.3.
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avaya.com deployed. Geographic Standby Server on its own without Campus HA is not supported. Rules Order qty 1 NT9Y41BA for CS1000 AML Order qty 1 259514 for CM 6.0.1
Material Code NT9Y41BA (EC) 259514 (ASD) Description Avaya Aura Contact Center Manager R6 Geographic Redundancy Standby Server (EC) AVAYA AURA CC6 GEOGRAPHY STANDBY SERVER LIC:CU (ASD)
NOTES Supported for CS1000 AML and CM 6.0.1 configurations only Not supported for CM 5.2.1, MBT 5.2.1, CS1000 SIP, Multimedia Standalone, Elite voice/AACC Multimedia complement and ME 6.1 configurations.
9.4.
Description Avaya Aura Contact Center Manager R6 NCC Standby Server System (EC) AVAYA AURA CC6 NETWORKED HOT STNDBY SRVR LIC:CU (ASD)
NOTES Supported for CS1000 only for AACC 6.0, 6.1 Supported with CS1000 and CM 6.0.1 with AACC 6.2 Not supported for CM 5.2.1 / MBT 5.2.1 / ME 6.1 configurations.
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10.
Description Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System (EC) Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA (EC) AVAYA AURA CC6 CCT SIP SYS (ASD)
Notes
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avaya.com b) the number of Elite Voice agents utilizing AAAD c) the number of CCM Voice Agents (inbound)
Material Codes NT9Y46AB (EC) NT9Y46FB (EC) NT9Y46LA (EC) NT9Y46MA (EC) NT9Y46NA (EC) NT9Y46PA (EC) 263539 (ASD)
Description Avaya Aura Contact Centre Communications Control Toolkit R6 Contact Center Device Increment -1 (EC) Avaya Aura Contact Centre Communications Control Toolkit R6 Knowledge Worker Device Increment -1 (EC) Avaya Aura Contact Center Communications Control Toolkit R6 Contact Center Device for CCMM and CCOA Agent - 1 Device (EC) Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Device Increment (EC) Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Data Device Increment (EC) Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR-CC Device Increment (EC) AVAYA AURA CC6 CCT DEVICE PER DEVICE (ASD)
Notes
Note: The Simple URL based Out-of-the-box Screen Pop for Salesforce.com is supported on the platforms stated in the below table only: Feature CS1000 AML CS1000 SIP AACM 6.0.1 / 5.2.1 AACC as MM complement to Elite
Yes via CCT for AACC MM, and OneX for Elite voice
No
Yes
Yes
10.2. CCT Standby Server Options (CS1000 SIP, CS1000 AML, CM 5.2.1, MBT 5.2.1, Multimedia standalone and Multimedia complement to Elite voice )
CCT Standby Server is an optional feature to provide campus resiliency for CCT for the following configurations: CS1000 SIP CS1000 AML CM 5.2.1 MBT 5.2.1 Multimedia standalone Multimedia complement to Elite voice - all supported Elite complement CM versions are supported, CM 6.x, CM 5.x, CM 4.x, CM 3.x, Midsize Enterprises 5.x) Refer to the product documentation for further information. CCT Standby Server does not apply to Avaya Aura Solution for Avaya CM 6.0.1. Refer to section 9.3 for the Mission Critical High Availability supported with that configuration.
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CCT Standby Server is not available for Avaya Aura Solution for Midsize Enterprise 6.1
Rules
Material Codes NT9Y43AA (EC) 259656 (ASD)
Order qty 1 NT9Y43AA for CS1000 SIP and AML Order qty 1 259656 for CM 5.2.1,MBT 5.2.1, Multimedia complement to Elite voice Order qty of either code for Multimedia standalone.
Description
Avaya Aura Contact Center Communications Control Toolkit R6 Standby Server (EC) AVAYA AURA CC6 CCT STANDBY SRVR (ASD)
Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality. There is no separately orderable CCT Geographic Redundancy code.
Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality. There is no separately orderable CCT Geographic Redundancy code. This applies to CM 6.0.1 configurations only This DOES NOT apply to Avaya Aura Solution Midsize Enterprise 6.1 or other configurations.
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11.
Description Avaya Aura Contact Center Multimedia R6 Nodal Base System (EC) AVAYA AURA CC6 MMED SYS (ASD)
11.1. AACC Multimedia standalone and AACC Multimedia complement to Elite voice
NOTE IM and PPOB are not supported in Elite voice / AACC MM complement configurations.
For an AACC Multimedia-only solution or AACC Multimedia Solution complement to Elite (with AACC providing the multimedia functionality and Elite providing the voice functionality), one of the following is required.
Material Code NT9Y40HA (EC) 263154 (ASD) Description Avaya Aura Multimedia Contact R6 Nodal Base System (EC) AVAYA AURA CC6 MMED SYS FOR ELITE (ASD)
Every agent utilizing Avaya Aura Agent Desktop AACC in a Multimedia-only solution or AACC Multimedia Solution complement to Elite (with AACC providing the multimedia functionality and Elite providing the voice functionality), requires a CCMM agent licence.
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NOTE IM and PPOB are not supported in Elite voice / AACC MM complement configurations.
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avaya.com o CCT Base Software Each Email Agent requires: o Qty 1 CCT CC Device These devices can be shared with Web chat, SMS, PPOB, Multimedia Bundle and IM agents.
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avaya.com o CCMM Base Software o CCT Base Software Each SMS Agent requires: o Qty 1 CCT CC Device These devices can be shared with Email, Web chat, PPOB, Multimedia Bundle and IM agents.
NOTES 1 PPOB Agent licence is required per concurrently scheduled Call back Note that IM and PPOB are not supported in Elite voice / AACC MM complement configurations.
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avaya.com Note The 09 December 2011 Planning & Engineering guide decreased the Web Chat capacity to 500 for all non MBT 5.2.1/ME 6.1 configurations. ASD and EC are being updated to adopt this new limit. This change applies to Web Chat Agents and Multimedia Bundle Agents. Existing Web Chat MBT5.2.1 and ME 6.1 limits remain at 300.
AACC as MM
No Yes for OCS 2007 Yes for OCS 2007 and Avaya Aura Presence Server 6.1 No
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avaya.com complement to Elite voice (SP4). Yes with Service Pack 5 (SP5) Note*: With AACC 6.2 (SP4) IM as routed contact type licences must be purchased to utilise agent peer-peer IM. With Service Pack 5 (SP5) IM as routed contact type licences is optional to utilise agent peer-peer IM.
NOTE IM and PPOB are not supported in Elite voice / AACC MM complement configurations. CCMM Standard Agent Increments Material Code NT9Y45DA (EC) NT9Y45FA (EC) NT9Y45GA (EC) NT9Y45EA (EC) NT9Y45VA (EC) NT9Y45QA (EC) 263155 (ASD) 263157 (ASD) 263156 (ASD) 263224 (ASD) 263158 (ASD) Description Avaya Aura Contact Center R6 Email With Multiplicity Agent - 1 (EC) Avaya Aura Contact Centre Web Chat With Multiplicity R6 Agent - 1 (EC) Avaya Aura Contact Centre SMS With Multiplicity R6 Agent - 1 (EC) Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Instant Messaging R6 Agent - 1 (EC) AVAYA AURA CC6 EMAIL W/MULTI PERAGT (ASD) AVAYA AURA CC6 WEB CHAT W/MUL PERAGT (ASD AVAYA AURA CC6 SMS W/MULTI PER AGT (ASD) AVAYA AURA CC6 PREV POBA PER AGENT (ASD) AVAYA AURA CC6 MMED BUNDLE PER AGT (ASD)
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Order qty 1 NT9Y42AA for CS1000 SIP and AML Order qty 1 259517 for CM 5.2.1, MBT 5.2.1, Multimedia complement to Elite voice Order qty of either code for Multimedia standalone. Description
Avaya Aura Contact Center Multimedia R6 Standby Server (EC) AVAYA AURA CC6 MMED STANDBY SRVR (ASD)
Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality. There is no separately orderable CCMM Geographic Redundancy code.
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avaya.com Material Code 263225 (ASD) Description Avaya AuraTM Contact Centre Multimedia R6 Hot Standby Server (ASD)
Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality. There is no separately orderable CCMM Geographic Redundancy code.
This applies to CM 6.0.1 configurations only This DOES NOT apply to Avaya Aura Solution Midsize Enterprise 6.1 or other configurations.
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12.
12.2. Provisioning
Provision qty one of the following order codes per CCM system to enable the following interfaces: CCT Web Service Both SOAP and REST based interfaces are supported for CCT. A series of SOAP (Simple Object Access Protocol) based Open Interfaces are available to 3rd parties to communication enable their applications based on the SOA architecture. These web services are SOAP based allowing applications and customers to discover the functionality offered by each Web Service using the WSDL (Web Service Definition Language) provided. Customers may use these services to create agent tools or combine these services with additional 3rd Party services (Google, Amazon, Microsoft...) to create the next generation of Web 2.0 applications. These web services are hosted on the CCT server and require that the CCT SOA settings be configured and enabled on the CCT server. The Open Interfaces CCT SDK document on DevConnect provides further information. The Avaya Open Interfaces CCT REST API is a set of REST-based web services enabling 3rd party applications to integrate with the Avaya Aura Contact Center. The REST web services complement the set of SOAP2based Avaya Open Interfaces CCT web services, currently providing a subset of their functionality. They are hosted on the Avaya CCT server and require that the CCT SOA settings be configured. The motivation for supporting REST web services in addition to traditional SOAP web services is to support the fast development of lightweight rich applications on the Avaya Aura Contact Center platform. The CCT REST SDK document on DevConnect provides further information. Open Queue Web Service This provides the Open Interfaces Open Queue Web Services, which are required to handle Open Queue contacts within AACC. Customers can queue these third-party contact types into the Contact Center to be routed to skilled idle agents using criteria specified by the application as part of the contact creation or by standard scripting. This web service is hosted on the CCMS
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avaya.com server and requires that the Open Queue and Open Interface Open Queue feature be enabled on the CCMS server. The Open Queue Toolkit SDK document on DevConnect provides further information. Contact center uses the Scripting Web service to access, manipulate, and set User-to-User Information (UUI). The Scripting Web service is dependent on Open Queue functionality; enable the Open Queue license before implementing this Web service OPEN Networking This enables self-service systems and third-party applications to transfer a call into AACC by reserving a Landing Pad on the target contact center and allows custom data to be passed with the call. Landing Pads are the only mechanism supported for Avaya Aura Contact Center integration with Avaya Voice Portal 5.x and Avaya Experience Portal 6.0 in CS1000 AML platform configurations. To enable Landing Pads the OPEN Networking open interface must be provisioned. Landing Pads and SIP UUI are the two mechanisms supported for Avaya Aura Contact Center integration with Avaya Voice Portal 5.x and Avaya Experience Portal 6.0 in Avaya Aura 5.2.1 and 6.1 and CS1000 SIP platform configurations. When Landing Pads are used the OPEN Networking open interface must be provisioned. When SIP UUI is used the OPEN Networking open interface is not required. o Refer to the Avaya Aura Contact Center Fundamentals guide for further information on AVP/ExP Integration and to determine which interface mechanism to use. Description
Avaya Aura Contact Center SOA Developer Interface Kit (EC) AVAYA AURA CC6 SOA DEV KIT (ASD)
Material Code
NT9Y41PA (EC) 259720 (ASD)
The other Web Services supported by Avaya Aura Contact Center 6.2 are bundled within the base software. Note that the SOA Developer Kit licence is required for some Call Recording configurations refer to Section 19 for full information.
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13.
SIP Solution Provisioning Avaya Media Server, Announcement and Dialog Ports
This section details the Avaya Media Server (AMS), Announcement Port and Dialog Port ordering rules, and the Avaya Aura and CS1000 switching configurations. NOTE In previous AACC releases, the Avaya Media Server (AMS) component was previously known as Media Application Server (AMS). An AACC 6.2 solution requires the following components AACC 6.2 DVD o One or more Licences, depending on server configuration AACC 6.2 License(s) AMS License(s)
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For AACC 6.2, the rules have changed for solutions requiring AMS Servers compared to AACC 6.0/6.1. The below table details the AMS Server supported configurations. AACC Configuration Single Server Non-HA Warm Standby HA (CM 5.2.1/ MBT 5.2.1/ CS1000 SIP/ MM Standalone and Elite complement) AMS Windows Supported Supported Supported AMS Linux Not Supported Supported Supported. For improved media processing redundancy Contact Center can use an Avaya Media Server cluster. Note: AMS HA mode (2 Linux AMS servers in 1+1 hot standby) is not supported Supported in AMS HA mode. (2 Linux AMS servers in 1+1 hot standby)
Not Supported
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avaya.com NOTES The quantity and licencing of AMS Licences and their installation location is determined by the required configuration and capacity. Refer to ATAC for design assistance. In Contact Center High Availability solutions, Avaya Media Server is not supported installed co-resident with other Contact Center applications. Mission Critical HA is not supported with CS1000 AML or SIP configurations.
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14.
14.1. Avaya CM 5.2.1 Configurations for AACC 6.0, 6.1, 6.2 Avaya Aura Contact Center 6.0, 6.1, 6.2 (with AACC voice)
The following CM 5.2.1 components and version numbers must be deployed for AACC 6.0, 6.1 or 6.2: CM 5.2.1 supported) AES 5.2.2 supported) SES 5.2.1 supported) must be deployed (earlier and later release are not currently must be deployed (earlier and later release are not currently must be deployed (earlier and later release are not currently
Avaya Aura Contact Center 6.0/6.1/6.2 provides support for the Avaya Aura for Midsize Enterprises 5.2.1 switching platform. The only Avaya Aura Contact Center 6.0/6.1/6.2 specific licensing requirement for the Avaya Aura 5.2.1 platform, including Avaya Aura for Midsize Enterprises 5.2.1 is the provisioning of the following on the switching platform via the ASD toolsets as appropriate. Note no other specific licensing is required in CM, AES or SES for Avaya Aura Contact Center 6.0.
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avaya.com 1. SIP trunks 2.5 X Qty. Inbound Voice Agents PLUS 1 X Qty. Dialog Ports PLUS 1 X Qty. Announcement Ports 2. Avaya one-X-UC All Inclusive For each Avaya Aura Contact Center 6.0/6.1/6.2 agent provision qty 1 Avaya one-X-UC All Inclusive license.
14.1.1. Avaya one-X UCE All Inclusive in Avaya Aura 5.2.1 and Avaya Aura for Midsize Enterprises 5.2.1
Licenses for UC All Inclusive are included in the Avaya Aura 5.2.1 Enterprise Edition and in the Avaya Aura for Midsize Enterprises MBT 5.2.1 Enterprise Edition for every seat of Avaya Aura purchased. For Avaya Aura 5.2.1 Standard Edition and in the Avaya Aura for Midsize Enterprises MBT 5.2.1 Standard Edition, order the following codes to purchase UC All Inclusive: Material Code STANDARD ( order for AACC 6.0 Essential) 229765 (ASD) UCE R5.2.1 STD/W MBT NEW SEAT 1 (ASD) 229766 (ASD) UCE R5.2.1 STD/W MBT ADD SEAT 1 (ASD) 229760 (ASD) UCE R5.2.1 STD/W CM 5.2 NEW SEAT 1 (ASD) 229761 (ASD) UCE R5.2.1 STD/W CM 5.2 ADD SEAT 1 (ASD) Material Code CMEE ( order for AACC 6.0 Enterprise) UCE R5.2.1 STD/W CMEE MBT NEW SEAT 1 229767 (ASD) (ASD) 229768 (ASD) UCE R5.2.1 STD/W CMEE MBT ADD SEAT 1 (ASD) 229762 (ASD) UCE R5.2.1 STD/W CMEE 5.2 NEW SEAT 1 (ASD) 229763 (ASD) UCE R5.2.1 STD/W CMEE 5.2 ADD SEAT 1 (ASD)
3. DSP Resources Ensure that adequate DSP resources are provisioned on the Avaya Aura 5.2.1 and Avaya Aura for Midsize Enterprises MBT 5.2.1 systems for the required call capacity. Avaya CM 5.2.1 Supported components The following two configurations are supported with AACC 6.0/6.1/6.2. NOTE: Earlier and later releases of these components are not currently supported.
14.1.2. CM 5.2.1
The following components of Avaya Aura 5.2.1 are supported and mandatory for Avaya Aura 5.2.1 / Avaya Aura Contact Center 6.0/6.1/6.2 configurations. This configuration supports up to 1000 active agents. Avaya Aura Communication Manager 5.2.1 Supported and mandatory component
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avaya.com Avaya Aura SIP Enablement Services 5.2.1 Supported and mandatory component Avaya Aura Application Enablement Services 5.2.2 Supported and mandatory component Avaya Aura 5.2.1 component interactions Avaya Aura Presence Services 5.2 - Not supported with AACC 6.x Avaya Aura Session Manager 5.2 - Not supported with AACC 6.x Avaya Aura System Platform 1.1 no direct interaction with AACC 6.x Avaya Aura System Manager 5.2 no direct interaction with AACC 6.x Avaya Aura Communication Manager Branch 2.0 no direct interaction with AACC 6.x Avaya Aura Communication Manager Messaging 5.2.1 no direct interaction with AACC 6.x Avaya Integrated Management 5.2 - no direct interaction with AACC 6.x
14.2. Avaya Aura Contact Center 6.1, 6.2 (as Multimedia complement to Elite voice) provides support for the Avaya CM 3.x, 4.x, 5.x and 6.x platforms.
AACC 6.2 as Multimedia complement, with voice via Elite supports the CM version numbers: CM 6.x CM 5.x CM 4.x CM 3.x Midsize Enterprises 5.x Midsize Enterprises 6.1
Note that AES (Application Enablement Services) is not required to support Avaya Aura Contact Center in this configuration, however AES may be required and used for other platform purposes without impact on AACC. NOTES IM and PPOB contact types are not supported with this configuration. Refer to the Product Documentation for full details.
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14.3. Avaya Aura Contact Center 6.1, 6.2 as standalone Multimedia only system
For AACC 6.2 deployed as Multimedia standalone system, or complement to any 3rd party voice system with no platform interaction. There are no dependent licencing requirements on the voice switching platform. NOTES Inbound Voice, IM and PPOB contact types are not supported with this configuration. Refer to the Product Documentation for full details.
14.4. Avaya Aura CM 6.0.1 Configurations for AACC 6.2 (with AACC
voice)
14.4.1. Avaya Aura Contact Center 6.2 support
The following Avaya Aura CM 6.0.1 components and version numbers must be deployed for AACC 6.2. CM 6.0.1 must be deployed SM 6.1 must be deployed AES 6.1 must be deployed System Manager 6.1 must be deployed to manage SM
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AES 6.1 STANDARD Edition NEW SEAT 1 UCE R6.0.1 STD/W CM 6.0.1 ADD SEAT 1
NOTES The quantity of Avaya one-X-UC All Inclusive licenses is automatically calculated by ASD. No other AES specific Licencing is required.
14.4.4. CM 6.0.1 SIP Trunk, Session Manager 6.1 and AACC 6.2 AMS Licence Requirements
The CM 6.0.1 SIP Trunk, Session Manager 6.1 licence requirements are dependent on the following parameters: o Trunking types (SIP v non-SIP) into the Avaya Aura CM 6.0.1 o The phones being used by the Avaya Aura Contact Center agents (SIP v non-SIP phones). In order to simplify the commercial ordering the following provisioning recommendations are made: For each AACC 6.2 Voice Agent (inbound or outbound) provision: o qty 3 Communication Manager SIP Trunk Licence PLUS o qty 3 Session Manager SIP Session Licence PLUS o qty 4 AMS Port (includes bundled Announcement Port per agent) Each Dialog Port drives the additional provisioning of qty 1 AMS Port Each WFO Port drives the additional provisioning of qty 1 AMS Port
Provisioning Based on the calculation, provision the relevant quantity of CM 6.0.1 SIP Trunk Licences. These licences are free of charge. The relevant quantity of the follow material code needs to be provisioned. Material Codes 264231 (ASD) AES 6.1 STANDARD Edition SM R6.X SIP CONNECTION LIC ENTITLE
Based on the calculation, provision the relevant quantity of Session Manager SIP Session licences
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Material Code Description NTE980UA Converged Office Enhanced User License for Microsoft (EC) OCS 2007 (EC) OR NTE980VA Converged Office Premium User License for Microsoft (EC) OCS 2007 (EC) Note: AAOA Agents do not require additional Converged Office Users.
2. Provision SIP CC Access License (specially priced code only orderable with a SIP Essential or Enterprise AACC) as follows:
o X Qty. Inbound Voice Agents PLUS o 1 X Qty. Dialog Ports PLUS o 1 X Qty. Announcement Ports Additionally for each Offsite Agent and Offsite Supervisor provision SIP CC Access License (the same code) as follows: 1 X Qty. Offsite Agent 1 X Qty Offsite Supervisor Material Code Description NT9S36EB (EC) SIP CC Access License (EC)
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15.
Expansions Provisioning
Additional Avaya Aura Contact Center 6.2 users (CCM or CCMM agents, CCT Devices) and any of the optional features can be added via an Avaya Aura Contact Center 6.2 Expansion.
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16.
Upgrades Provisioning
Note that AACC 6.1 is packaged as a Service Pack (AACC6.1 SP2). AACC 6.0 installations can be upgraded to AACC 6.1 level by installing the AACC6.1 SP2. No upgrade needs to be purchased to move from AACC 6.0 to 6.1. Please refer to Product documentation for procedures to apply service packs. The existing AACC 6.0 licence will apply to 6.1 Note that AACC 6.2 is packaged as a Service Pack (AACC6.2 SP4). AACC 6.0 and 6.1 installations can be upgraded to AACC 6.2 level by installing the AACC6.1 SP4. NOTE No upgrade needs to be purchased to move from AACC 6.0 or 6.1 to 6.2 however a new factory issued AACC 6.2 Licence must be applied for SIP configuration. A reinstall of AACC 6.2 is required if the UC configuration is being changed and to avail of new functionality introduced with the Avaya Aura CM 6.0.1 platform configuration.
Please refer to Product documentation for procedures to apply service packs. Avaya Aura Contact Center 6.2 Upgrades are only orderable via Enterprise Configurator for CS1000 deployments, and all order codes in this Section are supported in EC only. The following section refers to AACC 6, meaning directly to AACC 6.2, or via AACC 6.0 or 6.1 and upgrading to AACC 6.2 by application of the Service Packs.
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Existing Release Proposed Release Base Upgrade Pkg. NT9Y50AA MLS Upgrade NCC Upgrade Standby Server Upgrade NT9Y50DA NCC Standby Server Upgrade NT9Y50EA
Pre-AACC 6.0
AACC 6
NT9Y50BA
NT9Y50CA
CC 7.0 & CC 6.0 CRQM MLS is treated as a normal CC 7.0 MLS package for upgrade purposes i.e. no special CRQM MLS upgrade package. Essential Base Upgrade Software Packages FBP/Eng Codes
Existing Release Pre-AACC 6.0 Proposed Release AACC 6 Base Upgrade Pkg. NT9Y50SA Description NES CCE 7 to AACC 6.0 Essential Base Upgrade
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Upgrade to Avaya Aura Contact Center Communications Control Toolkit R6 Knowledge Worker - 1 Device
Upgrade to Avaya Aura Contact Center Communications Control Toolkit R6 Contact Center - 1 Device
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avaya.com IVR Devices Pre AACC 6.0 CCT to AACC 6.0 CCT Pre AACC 6.0 CCT to AACC 6.0 CCT Pre AACC 6.0 CCT to AACC 6.0 CCT
NT9Y60RA Upgrade to Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Device Increment
NT9Y60HA Upgrade to Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Data Device Increment
NT9Y60LA
Upgrade to Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Contact Center Device Increment
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SIP
NT9Y50SA +
Installed CCE = 7
NT9Y52BA
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avaya.com Material Codes NT9Y52GA Description SECC to Avaya Aura Contact Center Manager R6 Voice Agent Migration
For Pre-AACC 6.0 AML to SIP Migrations the corresponding upgrade package to AACC 6.2 is provisioned PLUS the Migration code above! Current history would be updated to reflect move to SIP record. All items migrated no options available. SIP components are provisioned as per new systems SIP quotes.
16.7.1. Pre-paid Codes for AACC 6.0 CCM - FBP/Eng Codes (apply to AACC 6.1 and 6.2)
Provisioned if there is a current SRS contract present
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avaya.com Note that there is one single code per activity regardless of release being upgraded from e.g. NT9Y51AA is provisioned for an SCCS 5, CCM6 or CCM7 upgrade to AACC 6.0 CCM. AACC 6.0 Essential Base PrePaid Upgrade NT9Y51FA AACC 6.0 CCM Ent Base PrePaid Upgrade NT9Y51AA AACC 6.0 CCM MLS Pre-Paid Upgrade NT9Y51BA AACC 6.0 CCM NCC Pre-Paid Upgrade NT9Y51CA AACC 6.0 CCM SBS Pre-Paid Upgrade NT9Y51DA AACCM 6 Nodal RCW Pre-Paid Upgrade NT9Y51EA
16.7.2. Pre-paid Codes for AACC 6.0 CCMM (apply to AACC 6.1 and 6.2)
Provisioned if there is a current SRS contract present Note that there is one single code per activity regardless of release being upgraded from. AACC 6.0 CCMM Base Pre-Paid Upgrade NT9Y53AA AACC 6.0 CCMM Standby Server PrePaid Upgrade NT9Y53BA AACC 6.0 CCMM Agent Upgrade
NT9Y59AA
16.7.3. Pre-paid Codes for AACC 6.0 CCT (apply to AACC 6.1 and 6.2)
Provisioned if there is a current SRS contract present Note that there is one single code per activity regardless of release being upgraded from. AACC 6.0 CCT Base Pre-Paid Upgrade NT9Y55AA AACC 6.0 CCT Standby Server Pre-Paid Upgrade NT9Y55BA AACC 6.0 CTT Device Increment Pre-Paid Upgrade NT9Y61AA AACC 6.0 CCT IVR Device Increment PrePaid Upgrade NT9Y61BA
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17.
Description Avaya Aura Contact Centre R6.2 Software DVD -1 AVAYA AURA CC6.2 DVD (ASD)
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18.
Avaya Aura Contact Center 6.2 Corporate Commercial Offer (CS1000 only via EC)
Avaya Aura Contact Center 6.2 Corporate provide cost effective and flexible licencing in supports multiple site deployments, where customers may operate shifts of agent staff, requiring only a subset of their total agent counts to be operational on AACC at any one time. Avaya Aura Contact Center 6.2 Corporate provides similar functionality to the existing CCM, CCMM & CCT products, with some deletions and additions as detailed later. Avaya Aura Contact Center 6.2 Corporate is only orderable via Enterprise Configurator for CS1000 deployments, and all order codes in this Section are supported in EC only. Note: ASD cannot be used for the corporate offer at this time. Following are the new feature requirements. Enhanced Standby Server with Geographic Redundancy Option Multiplicity Single Multimedia Agent CC Integrated Reporting Integration of Offsite Agent
Avaya Aura Contact Center 6.2 Corporate is available globally. There shall be only 1 set of codes for both the functional and engineered codes unless otherwise specified below. The Corporate product offer consists of A single license file (shared file for all Avaya Aura Contact Center 6.2 components) Base software packages for each new CCM, CCT and CCMM node Base software packages for each upgrade and transfer to CCM, CCT and CCMM node Corporate agent increments Corporate optional features Note: AAOA has a separate keycode included within in the CC License File.
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18.2. Feature summary SIP vs. Non-SIP (apply to AACC 6.1 and 6.2)
Following table details options available for Non-SIP vs. SIP Corporate CC. For SIP options to be available there must be at least 1 SIP node present in the system. Similarly if SIP features are selected and there is no SIP node present, an error will be given. AACC 6.0 Standard Options AACC 6.0 or (NonSIP No. Type Networked Feature SIP) Options 1 Corporate Standard Inbound Voice Agents Yes Yes Preview/ Progressive 4 Corporate Standard Outbound Agents Yes Yes Predictive Outbound 5 Corporate Standard Agents No No Calls In Queue/Announcement 6 Corporate Standard Ports N/A Yes 7 Corporate Standard CC SS IVR/Dialog Ports N/A Yes Instant Messaging 8 Corporate Standard Agents N/A Yes 9 Corporate Standard RCW License Yes Yes 10 Corporate Standard Yes Yes SOA Developer Kit 11 Corporate Standard CCT CC Device Yes Yes 12 Corporate Standard CCT IVR Device Yes No 14 Corporate Standard CCT IVR Data Device Yes No CCT IVR Interface 15 Corporate Standard Device Yes Yes 16 Corporate Networked Inbound Voice Agents Yes Yes
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NT9Y65EA NT9Y65FA
NT9Y65GA
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Corporate agents/devices are available for the following: Voice Agents (Maximum = 3350 AML / 1500SIP X # of CCM Nodes) Multimedia Agents (Maximum = 1000 X # of CCMM Nodes) Predictive Outbound Agents (Maximum = 500 X # of CCMM Nodes) IM Agents (Maximum = 1000 X # of CCMM Nodes) CCT Contact Center (CC) Devices (Maximum = 3350 AML/ 1500 SIP X # of CCT Nodes) CCT IVR Devices
Agent/Device Ranges
Corporate agents and devices are now simplified and ranges have been eliminated
18.9.1.Agent Rules
1. CCMMs Multimedia & Outbound agents each require a voice agent at the same level (i.e. standard or networked). However, these voice agents can be shared. Therefore, the minimum number of voice agents must be equal to or greater than the highest value for Multimedia or Outbound. The user can add more voice agents if they desire to provide dedicated voice agents for these agent types. Any combination of CCMM Multimedia Agents and OB can utilize both Standard and Networked Inbound Voice Agents. Rules A. If Multimedia Agents are required and only Standard Inbound Voice Agents are part of the Corporate solution, then Total No. Inbound Standard Voice Agents must be >= Max No. of Multimedia. If not display error & message to user to provision extra Standard Inbound Voice Agents to at least match the highest number of Outbound or Multimedia Agents.
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avaya.com Example 1: New Corporate Order with 50 Standard Inbound Voice, 60 Network Inbound Voice , 40 Multimedia Agents o Keycode Variables Enabled 50 Corporate Standard Inbound Voice Agents 60 Corporate Networked Inbound Voice Agents 40 Corporate Standard Outbound Agents 40 Corporate Standard Web Comm Agents 40 Corporate Standard Email Agents o Multimedia Agent Material Codes Provisioned 40 x CC-Std Corp Multimedia 1-49 Agents Example 2: Existing Corporate Order with 50 Standard Inbound Voice agents and adding 100 Multimedia Agents o Keycode Variables Enabled 100 Corporate Standard Inbound Voice Agents* 100 Corporate Standard Outbound Agents 100 Corporate Standard Web Comm Agents 100 Corporate Standard Email Agents o Multimedia Agent Only Material Codes Provisioned 100 x CC-Std Corp Multimedia 100-499 Agents NOTE : 50 extra Inbound Voice Standard Agents Provisioned B. If Multimedia Agents are required and Standard Inbound & Networked Inbound Voice Agents are part of the Corporate solution, then Total No. (Inbound + Networked) Standard Voice Agents must be >= Max No. of Multimedia or IM. If not display error & message to user to provision extra Standard Inbound Voice Agents to at least match the highest number of Multimedia Agents Minus the number of Networked Inbound Voice Agents Example 1: New Corporate Order with 50 Standard Inbound Voice, 60 Network Inbound Voice, 150 Multimedia Agents o Keycode Variables Enabled 90 Corporate Standard Inbound Voice Agents* 60 Corporate Networked Inbound Voice Agents 150 Corporate Standard Outbound Agents 150 Corporate Standard Web Comm Email Agents 150 Corporate Networked Web Comm Agents 150 Corporate Standard Email Agents o Multimedia Agent Only Material Codes Provisioned 150 x CC-Std Corp Multimedia 100-499 Agents NOTE : 40 extra Inbound Voice Standard Agents Provisioned
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avaya.com C. If Multimedia Agents are required and only Networked Inbound Voice Agents are part of the Corporate solution, then Total No. Inbound Networked Voice Agents must be >= Multimedia Agents. If not display error & message to user to provision extra Networked Inbound Voice Agents to at least match the Multimedia Agents. 2. Corporate CCMM requires Corporate CCT. If one or more CCMM nodes are included in the configuration, the same number of CCT Nodes is also required. 3. The number of CCMM nodes required must be less or equal to the number of CCM Nodes in the solution 4. Each Multimedia Agent requires a Corporate CCT CC Device. Note that if CCT is not part of the solution, then the minimum number of CCT base packages and devices must be selected from the CCT screen; this activity provisions the relevant zero priced codes. These Corporate CCT CC devices can be shared by these agents. The number of zero priced CCT CC devices to be provisioned for these agents equals the lowest of the following values: a) Multimedia Agents b) 1000 x CCMM Nodes c) the number of CCM Voice Agents (inbound)
EXAMPLE #1: A Corporate Solution with o 5 CCM Nodes with 3000 Inbound Voice Agents o 4 CCMM Nodes with 500 Multimedia Agents will require o 4 Corporate CCT Nodes 1500 CCT CC Devices to be also provisioned (Case a) 500+500+500
EXAMPLE #2: A Corporate Solution with 5 CCM Nodes with o 1000 Inbound Voice Agents 2 CCMM Nodes with o 600 Multimedia Agents will require 2 Corporate CCT Nodes o 1000 CCT CC Devices to be also provisioned (Case c) No of Inbound Voice Agents) 5. Additional CCT Devices (above the requirement for zero priced CCMM devices) can also be purchased at full price. 6. Each Standard Voice Agent assigned to SIP requires a CCT CC device. 7. CCT CC Devices must be equal to or greater than the sum of the CCMM-required devices + CCM SIP-based Voice Agents.
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avaya.com 8. CCM agents require a CCM Node at the same level (i.e. Standard or Networked, up to the maximum) 9. CCMM Multimedia Agents require a CCMM Node (up to the maximum). 10. CCT devices require a CCT Node (up to the maximum). Agent Codes: Material Codes NT9Y66AA NT9Y66AB NT9Y66AC NT9Y66AD NT9Y66AE NT9Y66AF NT9Y66AG NT9Y66AH NT9Y66AJ NT9Y66AK NT9Y66BA NT9Y66BB NT9Y66BC NT9Y66BD NT9Y66BE NT9Y66CA NT9Y66CB NT9Y66CC NT9Y66CD NT9Y66CE NT9Y66FA NT9Y66FB NT9Y66FC NT9Y66FD Description Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 50-99 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 2000+ Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 5099 Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate Networked Voice Agent 2000+ Avaya Aura Contact Center R6 Corporate Multimedia Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 50-99 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 2000+ Avaya Aura Contact Center R6 Corporate IM Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate IM Agent - 50-99 Avaya Aura Contact Center R6 Corporate IM Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate IM Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate IM Agent - 2000+ Avaya Aura Contact Center R6 CCT Corporate Contact Center Device 1 Device Avaya Aura Contact Center R6 CCT Corporate IVR - 1 Device Avaya Aura Contact Center R6 CCT Corporate IVR DATA - 1 Device Avaya Aura Contact Center R6 CCT Corporate IVR Contact Center Interfaces - 1 Device Avaya Aura Contact Center R6 CCT Corporate CC Device for CCMM / CCOA 1 Device Avaya Aura Contact Center R6 CCM Corporate RCW Users Avaya Aura Contact Center R6 CCM Corporate CCOA Agent
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18.10. Corporate support for Progressive Outbound Dialling (CS1000 AML new and upgrade configurations only)
Progressive Outbound dialling is supported in a Corporate Licencing configuration for CS1000 AML new and upgrade configurations only. There are no special Corporate order codes and the standard Predictive Outbound codes and rules as detailed in Section 3 apply.
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EXAMPLES
Example 1: User is transferring 2 SCCS nodes, into a NEW CCC, with no additional RCW users added. The user would receive: Qty 1 Code Description NT9S51QA CCM ZP Corp RCW Users 5
Note : This is because each new Corporate receives 5 RCW free of charge. Example 2: User is transferring 2 CCMs both with 1 RCW, into a NEW CCC, with no additional RCW users added. The user would receive: Qty 1 Code Description NT9S51QA CCM ZP Corp RCW Users 5
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avaya.com Note : This is because each new Corporate receives 5 RCW free of charge and any existing qty.s of 1 are ignored as they were provisioned free of charge. Example 3: User is transferring 3 CCM and 1 SCCS nodes to an NEW CCC, plus adding 10 new RCWs. Site details as follows: System Type Site ID RCWs Installed 20 1 0 5
CC6 008805267 CC6 318805560 SCCS4.2 008801189 CC7 928811415 Plus qty. 10 New RCWs In this case the user is provisioned: Qty 1
25 2
Description
CCM ZP Corp RCW Users 5 - This is the zero price Corporate RCW Bundle always provisioned. CCM RCW Users Corporate Transfer as there are 25 paid RCWs present in the transferring nodes. CCM 8 Corporate RCW Users (Bundle of 5) provisioned as qty. of 10 selected as new additional RCWs.
Example 4: User has a CC7 Corp License with 5 RCWs and wants to transfer CC6.0 #1 with 1 RCW, CC6.0 #2 with 10 RCWs and Avaya Aura Contact Center R6 #3 with 1 RCW, the total number of RCWs to transfer to Corporate would be 10.
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Description
Transfer / Migrations To Corporate CCM Corporate CCM Corporate CCMM Corporate CCT Corporate CCM Corporate CCM Corporate CCMM Corporate CCT
For pre- Avaya Aura Contact Center R6 products, the transfer will include the software to upgrade the system to AACC6.0.
18.23.1.SCCS Transfers
SCCS transfers are supported but two sets of codes are provisioned for each transfer: SCCS Nodal Upgrade to Nodal CCM codes, per rules in CCM Nodal PRID. CCM Nodal to CCM Corporate Transfer codes per rules in subsequent sections.
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avaya.com SECC to Avaya Aura Contact Center R6 Voice Agent Migrations (per rules today) CC Voice Agent Transfer to CC Corporate (per rules today)
It is not necessary to provision a New Corporate Base Package for SECC 2.0/3.0 transfers because the nodal base that is provisioned is taken up to corporate with the transfer package.
18.23.3.SWCP Transfers
SWCP transfers are supported but two sets of codes are provisioned for each transfer: SWCP Nodal Upgrade to Nodal CCMM codes, per rules in CCMM Nodal PRID. CCMM Nodal to CCMM Corporate Transfer codes per rules in subsequent sections. SCCS or SECC systems cannot be transferred to Corporate CCM where the switch history also shows an installed SWCP.
Description
Avaya Aura Contact Center R6 CCM Nodal to Avaya Aura Contact Center R6 CCM Corporate Transfer Avaya Aura Contact Center R6 CCM SIP Nodal to Avaya Aura Contact Center R6 CCM SIP Corporate Transfer Avaya Aura Contact Center R6 CCM Offsite Agent Base Corporate Transfer
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avaya.com Material Codes NT9Y69AA NT9Y69AB NT9Y69AC NT9Y69AD NT9Y69AE NT9Y69AG NT9Y69AH NT9Y69AJ Description CC Nodal to Corporate Standard Voice Agent - 1 to 49 CC Nodal to Corporate Standard Voice Agent - 50-99 CC Nodal to Corporate Standard Voice Agent - 100 to 499 CC Nodal to Corporate Standard Voice Agent - 500 to 1999 CC Nodal to Corporate Standard Voice Agent - 2000+ CC Nodal to Corporate Offsite Agent CC Nodal to Corporate Offsite Supervisor Port CC Nodal to Corporate Agent Greeting Port
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avaya.com NT9Y68JA Avaya Aura Contact Center R6 NCC Standby Server Corporate Transfer
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avaya.com Standard to Networked, provision one of the following codes. This engineering code is just a flag to track the change. Material Codes NT9S69XA Description CCM Stand. to Net. Corp Node
Notes
For each existing or transferred standard node that is changed to a networked node.
Description CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent
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avaya.com Material Codes NT9Y68RB NT9Y68RC Description Multiplicity Medium Corporate Transfer Multiplicity Large Corporate Transfer
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Description Avaya Aura Contact Center R6 CCT Standby Server Corporate Transfer
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CC6.0 Corporate Voice Agent Upgrade - 1 to 49 CC6.0 Corporate Voice Agent Upgrade - 50-99 CC6.0 Corporate Voice Agent Upgrade - 100 to 499 CC6.0 Corporate Voice Agent Upgrade - 500 to 1999 CC6.0 Corporate Voice Agent Upgrade - 2000+ CC6.0 Corporate Multimedia Agent Upgrade - 1 to 49 CC6.0 Corporate Multimedia Agent Upgrade - 50-99 CC6.0 Corporate Multimedia Agent Upgrade - 100 to 499 CC6.0 Corporate Multimedia Agent Upgrade - 500 to 1999 CC6.0 Corporate Multimedia Agent Upgrade - 2000+ CCT 6.0 Corporate CC Device Upgrade to Corporate CCT 8 - 1 Device Note: No IM option in CC6
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Description CCT Contact Center Device Reduction CCT Knowledge Worker Device Reduction If a user transfers CCMM 6.0 & 7 to Avaya Aura Contact Center R6 Corporate CCMM or expands on an existing Avaya Aura Contact Center R6 Corporate CCMM and reduces the number of agents, the following agent reduction codes will provision based on the number of agents reduced. Provision Agents Reduced x 1 agent reduction code(s)
Description Outbound Voice Agent Reduction Email Agent Reduction Web Communication Agent Reduction
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19.
Material Code Description 259720 (ASD) AVAYA AURA CC6 SOA DEV KIT (ASD)
plus Qty 1 of the following codes per port.
For Avaya Aura Contact Center 6.2 support for 3rd party Call Recording solution in a Communication Manager configuration order the following: Qty 1 of the SOA Developer Kit
Material Code Description 259720 (ASD) AVAYA AURA CC6 SOA DEV KIT (ASD)
plus Qty 1 of the following codes per port.
19.2. Call Recording for AACC in CS1000 AML configurations - Record on Demand, and MultiDN Recording
NOTES Supported for CS1000 AML configurations. Not supported for CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 configurations or CS1000 SIP configurations.
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Avaya Aura Contact Center 6.2 supports two optional Call Recording features for CS1000 Release 6.0 and later AML configurations Record on Demand, and Multiple DN Recording. These features are not available on CS1000 SIP configurations or Avaya Aura CM 5.2.1 or 6.0.1 configurations Multi-DN recording eliminates the 2-key restriction on call recording that is currently imposed by the MLS interface. With this feature, there are no longer any restrictions on the number of keys that can be recorded on an IP terminal that supports the duplicate media stream feature. Multi-DN recording uses an AACC licensing mechanism whereby there is no longer a requirement to have AST licenses on the CS1k, but instead there is a simple numerical count of the total number of DNs or POSIDs via the AACC License Manager. Under the Multi-DN scheme, all of the following will consume a license: - DN - Multiple Appearance DN - POSID (= Position ID) - All of the above on a Standby Call Recorder. This feature is available only for IP Call Recording (i.e. Call Recording using the IP Phone duplicate media stream feature). For TDM recording, AST licenses are still required as per older NES legacy CRQM 6.5 implementation. Note: Customers can continue to use the AST licensing mechanism even for IP terminals if they wish this would usually be in a scenario where the customer does not have a need to record more than 2 keys per phone. Keep in mind that these features are mutually exclusive and therefore you should use either AST or MultiDN licensing. Refer to the WFO 10.1 Distributor Technical Reference for full information on configuring the solution.. If there is an existing CRQM in the site history, there is a reduced price (PEC Codes Set 1 is provisioned) If no CRQM is part of quote or if there is no installed CRQM in site history, a higher price is charged (PEC Codes Set 2 is provisioned) As WFO 10.1 is not current orderable via EC, there is no site history and the higher price is charged (PEC Codes Set 2 is provisioned) If the Independent Applications EC option is used, there is no CRQM or WFO system history therefore there can be no auto provisioning of codes. In this case the PEC Codes Set 2 must be provisioned. Material Code NT9Y41KA (EC) NT9Y41LA (EC) Description Avaya Aura Contact Center Nodal CRQM Record On Demand (EC) Avaya Aura Contact Center Nodal CRQM Multiple DN Recording - 1 Licence (EC)
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avaya.com NT9Y41MA (EC) NT9Y41NA (EC) Avaya Aura Contact Center Nodal Record On Demand (EC) Avaya Aura Contact Center Nodal Multiple DN Recording - 1 License (EC) SET 2 SET 2
to the AACC Web Services and also directly to an MLS component via a standalone MLS server. Note that the term Hybrid in this context means that the
solution is using a combination of SIP recording via the AMS and the existing MLS recording via a standalone MLS server. For this solution the AACC must be licenced for SIP Call Recording, and the standalone MLS server must be licenced for MultiDN Call Recording. For Avaya Aura Contact Center 6.2 support for Avaya Contact Recorder 10.1 in a CS1000 SIP configuration, order the following: Qty 1 of the SOA Developer Kit
Material Code
NT9Y41PA (EC)
Description
Avaya Aura Contact Center SOA Developer Interface Kit (EC)
Material Code Description NT9Y41TA (EC) AVAYA AURA CC6 WFO INTERFACE (EC)
For Avaya Aura Contact Center 6.2 support for 3rd party Call Recording solution in a CS1000 SIP configuration, order the following: Qty 1 of the SOA Developer Kit
Material Code
NT9Y41PA (EC)
Description
Avaya Aura Contact Center SOA Developer Interface Kit (EC)
Material Codes Description NT9Y41TB (EC) AVAYA AURA CC6 WFO 3PTY INTERFACE (EC)
Refer to the Avaya Contact Recorder 10.1 Technical References for full information on supported configurations.
In both cases a standalone MLS server must also be provisioned along with the required number of Multi-DN licences. Refer to Section 8.4 for full information on MLS ordering options to determine which of the following applies, and order qty 1 of one of the following options:
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Description Avaya Aura Contact Center Manager R6 MLS Base System (EC) Avaya Aura Contact Center R6 MLS CRQM 30 59 (EC) Avaya Aura Contact Center R6 MLS CRQM R60 + (EC)
Notes All other options are disabled. Provision if quantity CR&QM channels in WFO is 30-59* Provision if quantity CR&QM channels in WFO is 60+*
Multi-DN licences must also be ordered for this standalone MLS server. Multi-DN recording eliminates the 2-key restriction on call recording that is currently imposed by the MLS interface. With this feature, there are no longer any restrictions on the number of keys that can be recorded on an IP terminal that supports the duplicate media stream feature. Multi-DN recording uses an AACC licensing mechanism whereby there is no longer a requirement to have AST licenses on the CS1k, but instead there is a simple numerical count of the total number of DNs or POSIDs via the AACC License Manager. Under the Multi-DN scheme, all of the following will consume a license: - DN - Multiple Appearance DN - POSID (= Position ID) - All of the above on a Standby Call Recorder. This feature is available only for IP Call Recording (i.e. Call Recording using the IP Phone duplicate media stream feature). For TDM recording, AST licenses are still required as per older NES legacy CRQM 6.5 implementation. Note: Customers can continue to use the AST licensing mechanism even for IP terminals if they wish this would usually be in a scenario where the customer does not have a need to record more than 2 keys per phone. Keep in mind that these features are mutually exclusive and therefore you should use either AST or MultiDN licensing. Refer to the WFO 10.1 Distributor Technical Reference for full information on configuring the solution.. If there is an existing CRQM in the site history, there is a reduced price (PEC Codes Set 1 is provisioned) If no CRQM is part of quote or if there is no installed CRQM in site history, a higher price is charged (PEC Codes Set 2 is provisioned) As WFO 10.1 is not current orderable via EC, there is no site history and the higher price is charged (PEC Codes Set 2 is provisioned) If the Independent Applications EC option is used, there is no CRQM or WFO system history therefore there can be no auto provisioning of codes. In this case the PEC Codes Set 2 must be provisioned.
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Material Code NT9Y41KA (EC) NT9Y41LA (EC) NT9Y41MA (EC) NT9Y41NA (EC)
Description Avaya Aura Contact Center Nodal CRQM Record On Demand (EC) Avaya Aura Contact Center Nodal CRQM Multiple DN Recording - 1 Licence (EC) Avaya Aura Contact Center Nodal Record On Demand (EC) Avaya Aura Contact Center Nodal Multiple DN Recording - 1 License (EC)
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20.
Support for Agent Blend with Proactive Contact 5.0 Hard Dialer (PG230)
Proactive Contact 5.0 Hard Dialer (PG230) is a supported integration with AACC when AACC Voice is used in the following configurations (CM SIP, CS1000 SIP, CS1000 AML). When AACC is integrated with Proactive Contact 5.0 Hard Dialer, the agent will use AAAD for inbound activities and the Proactive Contact Desktop for outbound activities. Proactive Contact uses the Contact Management Framework (CMF) Web services interface available in Avaya Aura Contact Center (AACC) as the integration point to the CM and CS1000 systems. AACC needs to be licensed for CCT and SOA Dev Kit to support this integration. Supported configuration: Minimum of AACC 6.1 SP2. AACC 6.2 with latest Service Pack recommended Proactive Contact 5.0 Hard Dialer (PG230) Switch releases supported for the AACC 6.x release for voice functionality Proactive Contact with PG230 and CS 1000 connected to Proactive Contact through Contact Management Framework of AACC using AML. Proactive Contact Agent uses ACD ID as a phone extension. ACD ID is configured in CS 1000 which is associated with phone extension. Proactive Contact with PG230 and CS 1000 connected to Proactive Contact through Contact Management Framework of AACC using SIP. Proactive Contact with PG230 and CM connected to Proactive Contact using Contact Management Framework and SIP of AACC. NOTES The PC CTI Dialer (soft dialer) is not supported when AACC Voice channel is implemented in any configuration. NES CC releases are not supported.
Further information: Avaya Proactive Contact 5.0 documentation http://support.avaya.com/css/Products/P0352/All_Documents Avaya Proactive Contact 5.0 Overview http://support.avaya.com/css/P8/documents/100133049 Planning for Avaya Proactive Contact 5.0 http://support.avaya.com/css/P8/documents/100133048
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Supported versions
6.0.1 6.1 6.1
Contact Center also provides support for the following Avaya Aura Unified Communications platform components in an Aura 5.2 configuration
Avaya Aura 5.2 component
Avaya Aura Communication Manager Avaya Aura SIP Enablement Services Avaya Aura Application Enablement Services
Supported versions
5.2.1 5.2.1 5.2.2
NOTE Avaya Aura Contact Center does not support a mix of CM 5.2 and CM 6.0.1 components.
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For more information about the Avaya Aura Unified Communications platform, see Avaya Aura Contact Center Configuration Avaya Aura Unified Communications Platform Integration (NN44400-521).
Avaya Aura Contact Center supports the Avaya Communication Server 1000 telephone switching platform. Avaya Aura Contact Center supports for the following Avaya Communication Server 1000 switches with AML integration:
Supported versions
Avaya Communication Server 1000E Avaya Communication Server 1000E SA Co-res Avaya Communication Server 1000E SA Avaya Communication Server 1000E HA Avaya Communication Server 1000M Single Group Avaya Communication Server 1000M Multi Group Avaya Communication Server PBX 11C - Chassis Avaya Communication Server PBX 11C - Cabinet Avaya Communication Server PBX 61C Avaya Communication Server PBX 51C Avaya Communication Server PBX 81C
5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5
For more information about the Avaya Communication Server 1000 switch with AML integration, see Avaya Aura Contact Center Configuration Avaya CS1000 Integration (NN44400-512). Avaya Aura Contact Center supports for the following Avaya Communication Server 1000 switches with SIP integration:
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Supported versions 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5
Avaya Communication Server 1000E Avaya Communication Server 1000E SA Co-res Avaya Communication Server 1000E SA Avaya Communication Server 1000E HA Avaya Communication Server 1000M Single Group Avaya Communication Server 1000M Multi Group
For more information about the Avaya Communication Server 1000 switch with SIP integration, see Avaya Aura Contact Center SIP Commissioning (NN44400-511). Engineer the Avaya Communication Server 1000 PABX so it can support Contact Center, in particular engineer PABX resources to support the required agent numbers and call volume. For more information, see Communication Server 1000M Large System Planning and Engineering (NN43021-220) and Communication Server 1000E Planning and Engineering (NN43041-220). The Avaya Aura Contact Center High Availability feature is supported on Avaya Communication Server 1000 Release 6.0 or later. If using an Avaya Communication Server 1000 Release 6.0 PABX, patch MPLR30010 must be applied to the PABX to support Avaya Aura Contact Center High Availability functionality. Avaya Communication Server 1000 Release 5.0 to Release 7.0 supports the Avaya Networking Routing Service (NRS) application. Avaya Communication Server 1000 Release 7.5 does not support the NRS. Avaya Communication Server 1000 Release 7.5 now uses Session Manager as the SIP Voice Proxy. For more information about configuring Session Manager to support Avaya Communication Server 1000 Release 7.5, see Avaya Aura Contact Center Configuration Avaya CS1000 Integration (NN44400-512).
Avaya Aura Contact Center supports the following Avaya Communication Server 1000 phones: Digital Avaya 39xx Digital Desk phone Avaya 3904 Digital Desk phone Avaya 3905 Digital Desk phone IP Phones and Soft phones Avaya 1120E IP Desk phone Avaya 1140E IP Desk phone Avaya 1150E IP Desk phone Avaya 1200 Series IP Desk phone Avaya 2002 IP Desk phone Avaya 2004 IP Desk phone Avaya 2050 IP Soft phone The following conditions apply: Support of specific types of phones can change with each software release of the call server (Avaya Communication Server 1000). Consult the Avaya
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avaya.com Communication Server 1000 documents for an up-to-date list of supported phone types for the software release in use.
21.6. Voice services: Avaya Voice Portal, Avaya CallPilot and Avaya MPS
The following table lists Avaya Voice Portal, Avaya CallPilot and Avaya MPS products and versions that are compatible with Avaya Aura Contact Center 6.2
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22.
The following components are required on the Contact Center Manager Administration client PC: Microsoft Internet Explorer 7.0 or later (32-bit version only) Microsoft Excel 2000 Service Release 1a or later (for configuration tool only) Note: Contact Center Manager Administration supports only the 32-bit version of Microsoft Internet Explorer.
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22.7. Upgrades
Refer to the Commercial Offer section of the document for supported upgrade paths, and to the Avaya Aura Contact Center 6.2 Upgrades document for technical upgrade procedures : https://support.avaya.com/css/Products/P0793/All_Documents
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23.
Engineering Tools
The Avaya Aura Contact Center 6.2 Planning & Engineering guide contains an Appendix detailing recommended server specifications and benchmark scoring. This should be used to specify servers for Avaya Aura Contact Center 6.2 production systems.
ASD Support: Additions to the AACC Offer and AACC a la carte for existing CM customers. AACC R6.1 features - Multimedia for Elite Call Center and Agent Desktop Soft phone. Should Feature and Functionality support be required for any release, please Call ATAC Pre-Sales, Sales and Technical support at 720-4447700 or 888-297-4700 ( US and AI ) , 720-444-7700 or 31 70 414 8099 (EMEA), or 720-444-7700 or 65 6872 2693 (APAC) and when prompted say CONTACT CENTER or send email to atac@avaya.com with the words Contact Center on your subject line. If you need design support for
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avaya.com AACC, when prompted say Design or ASD or use the words Design or ASD instead of Contact Center in your e-mail subject line.
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To learn more about Avayas Quality Framework NPI Policy access the following URL: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555
http://portal.avaya.com/ptlWeb/services/SV0555
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25.
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avaya.com o The Heritage Nortel Order Placement and fulfilment process for AACC 6.2 follows the standard supply chain model for contact center products, where by SW Media will be shipped to the customer, and keycode download will be available via KRS2 ( Keycode retrieval system) or at the request of customer via their order, shipped on media. o The Heritage Avaya order placement process with be via ASD. o The software media will be shipped to the customer on a DVD. PLDS (Product Licensing Delivery System) system will automatically send instructions for obtaining the licence keycode via mail box once the SAP order is placed. Please follow the instructions outlined by PLDS notification for keycode request via LicenseKeyReq@avaya.com
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26.
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avaya.com AACC with complex email configurations including webchat, Social Media Manager
With the complex configurations listed above, (2) Quality Framework (QF) ride-alongs, or attendance in the QF training must be completed in order to satisfy this requirement. Contact Avaya Professional Services Coordinator (APS) in order to schedule your ride-alongs.
As an alternative a Partner can contact their APS Coordinator or an Authorized Partner to perform the implementation. Confirmation of completion of said requirements will help expedite orders.
27.3.1. Configurations
Refer to the Avaya Aura Contact Center 6.2 Product Ordering Information Section of this document.
27.3.2. Rules
Refer to the Avaya Aura Contact Center 6.2 Product Ordering Information Section of this document.
27.3.3. Requirements
Refer to the Avaya Aura Contact Center 6.2 Product Ordering Information Section of this document.
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EMEA EC & GPPC: http://www.avaya.com/ebizu Americas, APAC & GC - EC & GPPC: http://www.avaya.com/ebizn
Note (Must be a registered user). o Click on the Advanced Notification link under the Catalogue section in the left-hand navigation/menu bar. o Product delivery and shipping methods are provided in the Policies & Procedures section of the GPPC. Select the Policy & Procedures link in the left side menu under the Information heading.
EC Training o EC overviews, webinars & training information is available as follows: Leader Led course schedule & Recorded courses are available from the eBiz Tools Home Page. o Select 'Useful Information' from the Support menu o Select Training Webinars (Resource Centre on PIC - Login Required) o Select the redirect link - See Course User Guide, Leader Led schedule & pre-recorded course links o Enterprise Configurator o Meridian Configurator o NetFormx DesignXpert o NetFormx Multi Vendor Tool
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avaya.com o OrderPro o ESQ (Enterprise Service Quotes) Guidelines on the use of these tools can be found in the Engineering Tools content of the Sales Engineering section of this Offer Definition document.
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28.
28.1.1.SS/SS+U
AACC is supported under the Software Support Initiative (SSI) model. Both Software Support (SS) and Software Support with Upgrades (SSU) support offers are available. Support must be purchased at Point-Of-Sale. Current SS is priced at 15% of list price and SSU is 21% of list. These prices are the subject to the same discount levels given to the customer for products. All AACC customers are required to purchase Software Support or Software Support plus Upgrades. Additional details on Software Support Offers can be found on the Avaya Enterprise Portal: http://portal.avaya.com/ptlWeb/services/SV0452
Additional information regarding each of these options can be found on the BusinessPartner Portal Services A-Z
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avaya.com All AACC customers are required to purchase Software Support or Software Support plus Upgrades. Additional details on Software Support Offers can be found on the Avaya Enterprise Portal: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0452
Additional information regarding each of these options can be found on the Business Partner Portal Services A-Z.
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o Add-on options such as Upgrade Advantage on a subscription basis, Terminal Replacement, Enhanced Monitoring, Software Release Maintenance and Remote Backup are available. At a minimum, the Customer or Channel Partner must purchase the Essential Support, Essential Co-Delivery Support or Preferred Support offer in order to purchase Upgrade Advantage. Contracting and Delivery Models: Direct: These offers can be sold directly to Customers by Avaya Sales. Channel Partners: Additionally the offers can be sold through Channel Partners. Specifically: Support Advantage offers must be sold at Point of Sale with an equipment sale or upgrade (i.e. required attach) or a re-initiation fee (as described later in the document) will apply to later add Support Advantage services to the equipment. Wholesale (Global) and Retail (US Only) contracting models are available. Offers renewed or recast: Wholesale Retail (US Only): Partners may choose to convert an originally sold Wholesale contract upon renewal or recast into a Retail agreement At the site level, the offers must follow the same contracting models (all Wholesale or all Retail). For Co-Delivery: Channel Partners who are Authorized to Maintain to bundle Avaya expertise with their service offerings on the Partner agreement.
28.6.
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Avaya partners ordering RICS can order directly from Avaya as a standalone service order, as part of a larger order, or through a Distributor. Additional details on the RICS offer can be found on Avayas Enterprise Portal at https://enterpriseportal.avaya.com/ptlWeb/internal/services/SV0565/AllCollateral
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29.
Warranty
New product hardware and software policies for all Avaya Enterprise data and voice products are provided in the Policies & Procedures of the Global Product & Pricing Catalogue (GPPC). Access the Global Product & Pricing Catalogue (GPPC) from the following links: EMEA EC & GPPC: http://www.avaya.com/ebizu Americas, APAC & GC - EC & GPPC: http://www.avaya.com/ebizn
For registered users of GPPC, once you are logged on to GPPC, select the Policy & Procedures link in the left side menu under the Information heading.
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avaya.com Avaya International: Scheduling of customers requiring a Change Notice will be handled through the Emerging Technologies Solutions Support (ETSS) team. When the need arises for Avaya to replace defective components, Avaya Labs will issue a Product Correction Notice (PCN). The standard PCN process applies for Session Manager and System Manager. Some components can be upgraded without the need for a field dispatch. For a list of active PCNs, go to the Avaya Support Center (http://www.avaya.com/support/) and search under Additional Information for Product Correction Notices. NOTE: The Avaya Network Integration Center may support PSN/PCNs for a fee. Please contact proservices@avaya.com for more information.
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30.
Enterprise OBF/DOA requests must adhere to Avaya Technical Support Case Requirements as detailed here: o A Technical Support case is a mandatory requirement for certain RMA requests when an Out-of-Box Failure (OBF/DOA) meets the following criteria: Entire Voice systems (except Norstar) All relevant Software Multiple OBF units on a single order Entire packages when the defective item within the kit has not been identified GCIP A Technical Support case is required for all GCIP failure analysis requests. Reference GPPC Order Code Notes to determine if a specific part number requires a Nortel case. Example showing the options for the note:
OBF Notes: OBF: Hardware Nortel Case Required OBF: Software Nortel Case Required OBF: Package Nortel Case Required Avaya reserves the right to request cases on an individual product basis to gain understanding of situational field issues. Enterprise OBF/DOA policy requirements also include: All requests require proof of entitlement to be demonstrated. o Original Avaya purchase order and serial number will be required on requests to validate entitlement. o Stocking Distributors are required to provide Reseller invoice dates to validate entitlement.
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Failure information as required when processing requests through Technical Support, and or the DOAD Webtool (Stocking Distributors only). OBF/DOA Sales Bundles must be isolated down to the failing component (FRU level/orderable level) by the Partner /Stocking Distributor. o Only the failing component at the FRU level/orderable level should be RMA back to Avaya. Carrier damage is not covered under OBF/DOA policies. It is the responsibility of the Partner or Distributor to process shipping damage claims through their carrier.
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31.
Anticipate customer needs by leveraging real time persistent context for proactive engagement Automate business processes via communications-enabled business systems for effective voice and web self service transactions Accelerate first time contact resolution through optimizing agent, expert, and self-service interactions across channels for efficient operations Unified multi-channel and multi-device inbound and outbound collaboration Intelligent multi-channel routing including a universal queue and persistent context
Refine routing accuracy in real-time based on the context of previous customer interactions Coordinate multiple resources and channels on conference bridges to resolve customer requests Tools to easily build and tune multi-channel self service interactions based on real time context and advanced analytics Dynamic user interface changes to make it easy for agents to transition between media types and facilitate collaboration with customers, agents, supervisors and experts Compared to CTI, a SIP-based Agent desktop is a more efficient and cost effective model for delivering screen pops and customer contextual data to the agents
Real-time performance management including unified reporting and advanced speech analytics
This adaptive contact center capability is enabled by real-time, closed loop analytics facilitating the alignment of all contact center resources for optimum performance
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Using these capabilities, you will be able to analyze the emotion, behavior, agent etiquette and content of contacts in progress
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32.
Avaya Aura Contact Center 6.2 installations are supported on Partner supplied Platform Vendor Independent (PVI) servers meeting the published PVI specification contained within the Avaya Aura Contact Center 6.2 Planning & Engineering Guide available at: https://support.avaya.com/css/Products/P0793/All_Documents Refer to the server manufacturer for specific installation, environmental, electrical, and safety requirements.
General requirements would include that:
There is adequate space for all equipment A desk, shelf, or table space is available for the server, monitor, keyboard, and mouse There is adequate air flow and ventilation around the equipment No heat sources are located near equipment There is space for access to the front, side, and rear panels of the server The area is isolated from strong electromagnetic fields and electrical noise sources, including: - Air conditioners - Large fans - Motors - Radio or TV transmitters - High-frequency security devices There are adequate grounded electrical outlets or power bars for all equipment. - Have one outlet for each: - Server - Monitor
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General safety requirements would include: Plug the computer and peripheral devices into properly grounded power sources to prevent electric shock. Use surge protection and an uninterruptible power supply to protect your
system from sudden increases and decreases in electrical power.
Ensure that nothing rests on your servers cables and that cables cannot be tripped over or stepped on. Do not handle food or liquid around the server.
Do not push any objects into the openings of your server.
General safety precautions for working with your server: Follow the manufacturers recommendations and observe these safety guidelines before removing the cover of your server: - Turn off all peripheral devices connected to the server. - Turn off the system by using the push-button on/off power switch. Unplug the AC power cord from the system or wall outlet. - Label and disconnect all peripheral cables and all telecommunication lines connected to the I/O connectors or ports on the back of the system. - Provide electrostatic discharge (ESD) protection by wearing an antistatic wrist strap attached to the chassis ground of the system when handling components. Attach your wrist strap to any unpainted metal surface
For AACC Multimedia complement to Avaya Call Center Elite (Elite) configuration, AACC supports Elite 3.0, 4.0 and 5.2 and 6.1
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avaya.com An Elite system deployed with an Avaya Call Manager (CM) is required. An existing lab system may be used. A multimedia AACC complement configuration should be deployed, in addition to Avaya Aura Contact Center Control Manager (AACCCM) for cross system configuration. Email server and CCT configuration requirements as listed for full AACC above.
32.4. Avaya Aura Contact Center 6.x Client OS (Internet Explorer) Support
All Avaya Aura Contact Center 6.0 / 6.1 / 6.2 Clients will be supported running on the following Operating Systems or running through Internet Explorer 7.0 / 8.0 on the following Operating Systems: Windows Vista Business SP1 (32-bit) Windows Vista Enterprise SP1 (32-bit) Windows XP Professional Service Pack 2 or later Windows 7 (32 and 64 bit) Windows Server 2008 R2 Standard Edition Windows Server 2008 R2 Enterprise Edition Documentation Please refer to the support portal to ensure you have the latest versions of all Avaya Aura Contact Center 6.2 documentation and check for any additional technical information and product bulletins: http://portal.avaya.com/ptlWeb/products/P0793/AllCollateral https://support.avaya.com/css/Products/P0793/All_Documents
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avaya.com recommended that a formal test strategy, if not a formal test plan, be developed to ensure adequate test coverage of features and functionality and repeatability of the test cases. For Avaya Aura Contact Center 6.2 it is suggested that the following areas should receive test focus: Procedures: Installing System software, both standalone and Co-Resident. Installing a multimedia only configuration, for AACC multimedia complement with Elite voice system. Migrations from previous Contact Center releases. Configuring PC Clients Configuring and running Reports Usability of Documentation, DVDs, online help Features: Intelligent multi-channel routing including universal Unified Reporting Unified multichannel agent and supervisor desktop Unified administration tools SIP and SOA Architecture Switching platform support
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In addition, the Windows Server 2008 R2 Standard and Enterprise Operating Systems (64 bit) include several Diagnostic and Troubleshooting capabilities including: SNMP support Network Troubleshooting, such as Ping and Traceroute
Through external tool: A well-equipped Lab should contain additional diagnostic and troubleshooting tools, such as a hardware LAN Analyzer, software Protocol Analyzer (such as Sniffer), and cable testers.
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34. PC Requirements
34.1. Avaya Aura Contact Center 6.2 Server Capacity
The PVI Server Specifications and guidelines detailed in the Planning & Engineering Guide to determine the required server configurations for the required solution. For typical Lab systems deployments, server(s) meeting the minimum recommended specification should be adequate. Appendix A of the Planning & Engineering Guide details recommended Server Specifications and CPU benchmarking guidelines.
34.3. Distribution
The Capacity Tool is distributed via the Avaya Support portal: http://portal.avaya.com/ptlWeb/products/P0793/AllCollateral
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The Multimedia only system is shown with ASD order codes (Configuration 4a) and EC order codes (Configuration 4b) Two standard pre-packaged configurations Essential (Configuration 5) and Enterprise ( Configuration 6) are also available in ASD only (not EC).
Alternative configurations may be ordered via the order tools for partners with specific requirements with reference to this Offer Definition document. In all cases, PVI server(s) for AACC, switch components, phones etc should be partner sourced.
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avaya.com Configuration 1 AVAYA AURA CONTACT CENTER 6.2 / CS1000 AML Lab System AVAYA AURA CONTACT CENTER 6.2 for CS1000 AML Lab System Supported with CS1000 5.0, 5.5, 6.0, 7.0, 7.5 Part Qty Description Number
NT9Y40AA NT9Y40LA NT9Y40KA NT9Y44PA NT9Y41HA NT9Y44DA NT9Y45VA Avaya Aura Contact Center Manager R6 Nodal Enterprise Base System Avaya Aura Contact Center Multimedia R6 Nodal Base System Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA Avaya Aura Contact Center R6 Supervisor License 1 Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users Avaya Aura Contact Center R6 Nodal Voice Standard Agent Increment 1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Instant Messaging R6 Agent - 1 (EC) (Note*) Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1 Avaya Aura Contact Center SOA Developer Interface Kit 1 1 1 10 1 10 10 10 10 1
NT9Y45QA
NT9Y45EA NT9Y41PA
NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.
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avaya.com Configuration 2 AVAYA AURA CONTACT CENTER 6.2 / CS1000 SIP Lab System AVAYA AURA CONTACT CENTER 6.2 CS1000 SIP Lab System Supported with CS1000 5.0, 5.5, 6.0, 7.0, 7.5 Description
Avaya Aura Contact Center Manager R6 Nodal Enterprise SIP Base System Avaya Aura Contact Center Multimedia R6 Nodal Base System Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA Avaya Aura Contact Center R6 Supervisor License 1 Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Instant Messaging R6 Agent - 1 (EC) (Note*) Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1 Avaya Aura Contact Center SOA Developer Interface Kit
Part Number
NT9Y40CA NT9Y40LA NT9Y40KA NT9Y44PA NT9Y41HA NT9Y44JA NT9Y45VA NT9Y45QA NT9Y45EA NT9Y41PA
Qty
1 1 1 10 1 10 10 10 10 1 65 10
No part code - auto provisioned MAS SIP CC License 1 port NT6W36HB MAS SIP CC Dialog Service 1 port
NOTES This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration. IM for AACC 6.2 / CS1000 SIP configuration is only supported when configured with OCS 2007
The Following CS1000 Licenses are required to support this configuration NT9S36EB SIP CC Access License 45 10 (= qty 1 per agent) 10 (= qty 1 per agent)
NTE980UA Or
NTE980VA
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Configuration 3a AVAYA AURA CONTACT CENTER 6.2 for Avaya Aura CM switches Enterprise Configurator order codes
N o t e :
AVAYA AURA CONTACT CENTER 6.2 for Aura switches SIP Lab System Supported with Avaya CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 Description
Avaya Aura Contact Center Manager R6 Nodal Enterprise SIP Base System Avaya Aura Contact Center Multimedia R6 Nodal Base System Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA Avaya Aura Contact Center R6 Supervisor License 1 Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1
Part Number L
Qty
1 1 1 10 1 10 10 10 1 65 10
NT9Y41PA Avaya Aura Contact Center SOA Developer Interface Kit I No n part code - auto provisioned - MAS SIP CC License 1 port c MAS SIP CC Dialog Service 1 port lNT6W36HB
NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.
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avaya.com Configuration 3b AVAYA AURA CONTACT CENTER 6.2 for Avaya Aura CM switches ASD order codes AVAYA AURA CONTACT CENTER 6.2 for Aura switches SIP Lab System Supported with Avaya Aura CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 Part Number
259507 259510 259650 259515 263152 263158 263224
Description
AVAYA AURA CC6 ENTPRS SIP SYS AVAYA AURA CC6 MMED SYS AVAYA AURA CC6 SUPERVISOR PER PT AVAYA AURA CC6 RPT RTR 1ST 4 USERS Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 AVAYA AURA CC6 MMED BUNDLE PER AGT AVAYA AURA CC6 PREV POBA PER AGENT No part code - auto provisioned - MAS SIP CC License 1 port
Qty
1 1 10 1 10 10 10 65
259658 259659
AVAYA AURACC6 ENT MAS SIPANCMT SVC PT 10 AVAYA AURACC6 ENT MAS SIP DIALOG PT 10
NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.
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avaya.com Configuration 4a AVAYA AURA CONTACT CENTER 6.2 Multimedia-only Lab System ASD order codes AVAYA AURA CONTACT CENTER 6.2 Multimedia Only Lab System ASD codes Description
Qty
1 1 10
AVAYA AURA CC6 ENTPRS SIP SYS AVAYA AURA MC 6 Nodal base AVAYA AURA CC6 MMED BUNDLE PER AGT
The Multimedia Agent Bundle with Multiplicity includes 1 Email Agent, 1 Web Chat Agent & 1 SMS Agent. This system does not contain Inbound voice or Preview/Progressive Outbound dialling. Configuration 4b AVAYA AURA CONTACT CENTER 6.2 Multimedia Only Lab System EC order codes AVAYA AURA CONTACT CENTER 6.2 Multimedia Only Lab System EC codes Description
Avaya Aura CC 6 MN SIP Ent Bas Avaya Aura MC 6 Nod Base Avaya Aura CC 6 MM MAgt Bund -1
EC Part Number
NT9Y40CA NT9Y40HA NT9Y45VA
Qt y
1 1 10
The Multimedia Agent Bundle with Multiplicity includes 1 Email Agent , 1 Web Chat Agent & 1 SMS Agent. This system does not contain Inbound voice or Preview/Progressive Outbound dialling.
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avaya.com Configuration 5 - AVAYA AURA CONTACT CENTER 6.2 Essential Pre packaged Lab System ASD order codes AVAYA AURA CONTACT CENTER 6.2 Prepackaged Essential SIP Lab System Description
AVAYA AURA CC6 Essential SIP Lab SYS
This package contains the following features and capabilities: 10 Inbound Voice Agents 1 Supervisor 10 CCT CC Devices 10 Announcement Ports 35 AMS SIP Ports
Configuration 6 - AVAYA AURA CONTACT CENTER 6.2 Enterprise Pre packaged Lab System 2 ASD order codes AVAYA AURA CONTACT CENTER 6.2 Prepackaged Enterprise SIP Lab System EC Part Number
263741
Description
AVAYA AURA CC6 ENTPRS SIP Lab SYS
This package contains the following features and capabilities: 10 Standard Inbound Voice Agents 1 Supervisor 10 Email Agents with Multiplicity 10 SMS Agents with Multiplicity 10 Web Chat Agents with Multiplicity 10 Preview/Progressive Outbound Agents 20 CCT CC Devices 1 Report Creation Wizard Licence 10 Announcement Ports 35 AMS SIP Ports 1 SOA Interface kit NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.
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36. Authorization
Authorization is the process by which the Partner organization establishes its readiness to support a new or existing product. This readiness may involve both competency of personnel as well as equipment and facilities. Information on Avayas Authorization process can be found on the Avaya Connect at Partner Portal> Partner Programs> Programs> Avaya Connect or http://portal.avaya.com/ptlWeb/so/CS200982010758377012
*If partners choose to complete their in-progress training tracks in lieu of the new Avaya Connect Credentials, it is important to note that by December 31, 2011, partners must complete the Contact Center Solutions credential requirement as outlined in the Avaya Connect Competency Model Framework in order to maintain their authorization level.
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Course# Course Description ASC00201WEN -- Contact Center Industry Overview ASC00673WEN -- Contact Center Fundamentals Assisted Care ASC00674WEN -- Contact Center Fundamentals Performance Solutions ASC00675WEN -- Contact Center Fundamentals Automated Care
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ASC00209WEN -- Competing with Avaya Solutions for Contact Center N/A Designing and Selling Contact Centers ASC03000AEN -- APSS CC Assessment Total
0.75 2 1 7
Course Description 2C00060O -- Avaya Aura Contact Center 6.2: What Sales Needs to Know to start the conversation - Level 1 2C00061O -- Avaya Aura Contact Center 6.2: What sales needs to know to continue the conversation - Level 2 (Level 1 prereq)
Course# Course Description ATC03000AEN -- Pre-requisite - Avaya Aura Fundamental Technology Assessment ATC00190WEN -- Contact Center Technology Fundamentals ALI00120WEN --Advanced Contact Center Design Tools ATA00192VEN -- Designing a Winning Solution for Contact Center ATA03002AEN -- APDS CC Assessment Total
36.6. Avaya Certified Implementation Specialist (ACIS) Avaya Aura Contact Center Training Options
Avaya offers three Avaya Certified Implementation Specialist (ACIS) path options based (you have three in the line above but only two below) on the Partners current Avaya Contact Center knowledge base.
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The two paths include: 1. Partners New to AACC 6.x and AACC 6.x Multimedia or Partners Certified and/or Experienced with Avaya NES Contact Center 7.x 2. Partners who have achieved AACC 6.x Accreditation - Full Service Program Level
36.6.1.Partners New to AACC 6.1 Individual courseware for ACIS Avaya Aura Contact Center or Certified and/or Experienced with Avaya NES Contact Center 7.x
For Partners that have a desire to implement the solution, the following list of courses are available to those preparing to take the Avaya Aura Contact Center Implementation Exam 6202.x and Multimedia ACIS exam 6209.x.
Minimum 1 Implementation Specialist Required ACIS Contact Center Credential *Credential is valid for 2 years
36.6.2.2. Partners who have achieved AACC 6.x Authorization - Full Service Program Level
For Partners who are currently Full Service Authorized with AACC and currently hold an ACIS credential, they are not required to recertify as an ACIS credential is valid for 2 years.
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avaya.com However it is highly recommended that Partners take the 1C0021V Whats New with Avaya Aura Contact Center 6.2 course to help bridge the gap on release updates.
Minimum 1 Implementation Specialist Required ACIS Contact Center Credential *Credential is valid for 2 years
Summary of requirements: A single person must pass the following (4) certifications to
achieve an ACSS Credential for AACC: 1. ACIS- 6202.x 2. AACC Multimedia ACIS 6209.x 3. ACSS 3301.1 4. ACSS 3300.1
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The Avaya Aura Contact Center Feature Guide in the Job aids section provides a solid foundation in the product. Technical Documentation Avaya Aura Contact Center 6 Technical Documentation set
Fundamentals New In This Release Planning and Engineering Installation Commissioning Administration Maintenance Troubleshooting Upgrades Switch Integration User Guides Data Dictionaries
https://support.avaya.com/css/Products/P0793/All_Documents Developer Community Information Avaya Aura Contact Center 6 on Avaya DevConnect https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads
End of Document
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