AACC 6.2 Offer Definition

Date: 11 May 2012 Version 1.8_________________________________________________________________________________

Offer Definition

Avaya Aura® Contact Center 6.2 Includes base AACC 6.0 and 6.1 features

Includes Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) Offer

© 2012 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein.References to Avaya include the Avaya Enterprise business, which was acquired as of December 18, 2009.02/10

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TABLE OF CONTENTS

1. ABOUT THIS DOCUMENT..................................................................................................................................9

1.1. WHAT’S NEW IN THIS VERSION.........................................................................................................................9

2. ABOUT AVAYA AURA® CONTACT CENTER 6.2........................................................................................10

2.1. PRODUCT OVERVIEW......................................................................................................................................102.2. 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. AACC 6.2 RECOMMENDED PLATFORMS AND CONFIGURATIONS...................................................20

5. AACC 6.1 & 6.2 COMMERCIAL OFFER ENHANCEMENT OVERVIEW.................................................24

5.1. AACC 6.1 COMMERCIAL OFFER ENHANCEMENTS.........................................................................................245.2. AACC 6.2 COMMERCIAL OFFER ENHANCEMENT OVERVIEW........................................................................24

6. AVAYA AURA CONTACT CENTER 6.2 PRODUCT ORDERING IMPORTANT INFORMATION......25

6.1. IMPORTANT INFORMATION ON IDENTIFYING WHICH ORDER CODES TO USE...................................................256.2. FOR AVAYA AURA CM 5.2.1, MBT 5.2.1 AND AVAYA AURA 6.0.1 CONFIGURATIONS:..............................256.3. FOR NES CS1000 CONFIGURATIONS:............................................................................................................256.4. UPGRADES FROM AACC 6.0 AND 6.1 TO AACC 6.2.....................................................................................256.5. PRODUCT ORDERING.......................................................................................................................................266.6. AVAYA AURA CONTACT CENTER 6.2 LICENCING...........................................................................................26

7. AVAYA AURA CONTACT CENTER SUITE FOR MIDSIZE ENTERPRISE.............................................27

7.1. OFFER ENHANCEMENTS FROM 6TH FEBRUARY 2011.......................................................................................277.2. OFFER SCOPE..................................................................................................................................................277.3. THE AACC-M OFFER....................................................................................................................................297.4. SWITCH PLATFORM.........................................................................................................................................317.5. IMPLEMENTATION SERVICES OFFER...............................................................................................................327.6. SUPPORT SERVICES.........................................................................................................................................347.7. PRICED MATERIAL CODES..............................................................................................................................367.8. COMMERCIAL OFFER – ENTERPRISE CONFIGURATOR....................................................................................377.9. COMMERCIAL OFFER – AVAYA SOLUTIONS DESIGNER..................................................................................407.10. FAQ’S.............................................................................................................................................................42

8. CONTACT CENTER MANAGER (CCM) AND VOICE AGENT PROVISIONING -................................47

8.1. AVAYA AURA CONTACT CENTER 6.2 SUPPORTED SWITCH CONFIGURATIONS...............................................498.2. AVAYA AURA CONTACT CENTER 6.2 ESSENTIAL BASE SOFTWARE PACKAGES............................................498.3. AVAYA AURA CONTACT CENTER 6.2 ENTERPRISE CCM (VOICE) BASE SOFTWARE PACKAGES..................508.4. AVAYA AURA CONTACT CENTER 6.2 MLS BASE SOFTWARE PACKAGES.....................................................518.5. VOICE AGENTS (INBOUND) AACC 6.2 ESSENTIAL........................................................................................518.6. VOICE AGENTS (INBOUND) CCM ENTERPRISE...............................................................................................528.7. INBOUND VOICE NETWORKING.......................................................................................................................54NETWORK CONTROL CENTER (NCC).........................................................................................................................548.8. AVAYA AURA AGENT DESKTOP EMBEDDED SOFT PHONE.............................................................................548.9. AGENT GREETING...........................................................................................................................................568.10. AAOA 6.2 - AVAYA COMMUNICATION SERVER 1000 REQUIREMENTS (AML)............................................578.11. AVAYA AURA OFFSITE AGENT (AAOA) FOR AVAYA CM............................................................................598.12. SUPERVISORS...................................................................................................................................................608.13. REPORT CREATION WIZARD USERS (ENTERPRISE & AACC-M OFFER ONLY)...............................................60

9. AACC HIGH AVAILABILITY............................................................................................................................62

9.1. CCM STANDBY SERVER.................................................................................................................................659.2. CCM CAMPUS HOT STANDBY (CM 6.0.1).....................................................................................................669.3. CCM GEOGRAPHIC STANDBY SERVER OPTIONS (CS1000 AML AND CM 6.0.1).........................................669.4. CCM NCC STANDBY SERVER PACKAGE.......................................................................................................67

Avaya Inc. – Proprietary.Use pursuant to the terms of your signed agreement or Avaya policy.

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10. COMMUNICATION CONTROL TOOLKIT (CCT) CTI PROVISIONING..............................................68

10.1. CCT DEVICE RULES........................................................................................................................................6810.2. CCT STANDBY SERVER OPTIONS (CS1000 SIP, CS1000 AML, CM 5.2.1, MBT 5.2.1, MULTIMEDIA STANDALONE AND MULTIMEDIA COMPLEMENT TO ELITE VOICE )...............................................................................6910.3. CCT HOT STANDBY SERVER PACKAGE (CM 6.0.1).......................................................................................7010.4. AST’S (APPLY TO CS1000 ONLY)...................................................................................................................71

11. CONTACT CENTER MULTIMEDIA (CCMM) PROVISIONING................................................................72

11.1. AACC MULTIMEDIA STANDALONE AND AACC MULTIMEDIA COMPLEMENT TO ELITE VOICE.....................7211.2. CCMM AGENTS..............................................................................................................................................7211.3. MULTIMEDIA AGENTS GUIDELINES................................................................................................................73NOTE*:...........................................................................................................................................................................77WITH AACC 6.2 (SP4) IM AS ROUTED CONTACT TYPE LICENCES MUST BE PURCHASED TO UTILISE AGENT PEER-PEER IM..............................................................................................................................................................77WITH SERVICE PACK 5 (SP5) IM AS ROUTED CONTACT TYPE LICENCES IS OPTIONAL TO UTILISE AGENT PEER-PEER IM........................................................................................................................................................................7711.4. CCMM AGENT RULES....................................................................................................................................7711.5. CCMM STANDBY SERVER OPTIONS...............................................................................................................7811.6. CCMM HOT STANDBY SERVER FOR CM 6.0.1..............................................................................................78

12. SOA DEVELOPER INTERFACE KIT...............................................................................................................80

12.1. DEVELOPER COMMUNITY INFORMATION........................................................................................................8012.2. PROVISIONING.................................................................................................................................................80

13. SIP SOLUTION PROVISIONING AVAYA MEDIA SERVER, ANNOUNCEMENT AND DIALOG PORTS..............................................................................................................................................................................82

13.1. AVAYA MEDIA SERVER (AMS)......................................................................................................................8213.2. ANNOUNCEMENT PORTS (CALLS IN QUEUE)..................................................................................................8313.3. DIALOG PORTS (SS PORTS).............................................................................................................................8313.4. AMS SERVER PORTS LICENCING ORDERING AND DEPLOYMENT RULES.......................................................84

14. SWITCHING PLATFORM PROVISIONING...................................................................................................86

14.1. AVAYA CM 5.2.1 CONFIGURATIONS FOR AACC 6.0, 6.1, 6.2.......................................................................8614.2. 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...............................................................................8814.3. AVAYA AURA® CONTACT CENTER 6.1, 6.2 AS STANDALONE MULTIMEDIA ONLY SYSTEM.........................8914.4. AVAYA AURA® CM 6.0.1 CONFIGURATIONS FOR AACC 6.2 (WITH AACC VOICE)....................................8914.5. CS1000 CONFIGURATIONS FOR AACC 6.0/6.1/6.2 SIP.................................................................................9114.6. CS1000 CONFIGURATIONS FOR AACC 6.0/6.1/6.2 AML..............................................................................92

15. EXPANSIONS PROVISIONING.........................................................................................................................93

15.1. CCM EXPANSIONS..........................................................................................................................................9315.2. CCT EXPANSIONS...........................................................................................................................................9315.3. KW TO CC DEVICE UPGRADES:.....................................................................................................................9315.4. CCM AGENT REDUCTION CODE.....................................................................................................................93

16. UPGRADES PROVISIONING.............................................................................................................................94

16.1. AVAYA NES CCM & NES CCE UPGRADES..................................................................................................9416.2. CCM AGENT UPGRADE CODES – FBP/ENG CODES.......................................................................................9516.3. CCT UPGRADES..............................................................................................................................................9516.4. CCMM UPGRADES.........................................................................................................................................9716.5. AVAYA NES - CCE / SECC MIGRATIONS......................................................................................................9916.6. NON SIP TO SIP MIGRATIONS......................................................................................................................10016.7. PRE-PAID SERVICES UPGRADES....................................................................................................................100

17. DVD AND LICENSE FILE PROVISIONING.................................................................................................102

17.1. LICENSE FILE ON MEDIA (ENTERPRISE CONFIGURATOR ONLY)...................................................................102

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. FEATURE SUMMARY SIP VS. NON-SIP (APPLY TO AACC 6.1 AND 6.2)......................................................10418.3. CORPORATE CONFIGURATION RULES...........................................................................................................10418.4. CORPORATE SYSTEM IDS..............................................................................................................................10418.5. CORPORATE SYSTEM INDICATOR CODE........................................................................................................10518.6. NEW SYSTEMS AND EXPANSIONS.................................................................................................................10518.7. BASE SOFTWARE PACKAGES.........................................................................................................................10518.8. AGENT AND DEVICE CODES..........................................................................................................................10518.9. CORPORATE AGENT RULES...........................................................................................................................10618.10. CORPORATE SUPPORT FOR PROGRESSIVE OUTBOUND DIALLING (CS1000 AML NEW AND UPGRADE CONFIGURATIONS ONLY).............................................................................................................................................11018.11. CORPORATE LICENSE MANAGER STANDBY SERVER PACKAGE...............................................................11018.12. CORPORATE NCC PACKAGE....................................................................................................................11018.13. CORPORATE CCM STANDBY SERVER......................................................................................................11018.14. CORPORATE GEO REDUNDANT CCM STANDBY SERVER.......................................................................11018.15. CORPORATE NCC STANDBY SERVER.......................................................................................................11118.16. CORPORATE CCT STANDBY SERVER.......................................................................................................11118.17. CORPORATE CCMM STANDBY SERVER..................................................................................................11118.18. RCW USERS.............................................................................................................................................11118.19. SOA INTERFACES.....................................................................................................................................11318.20. RECORD ON DEMAND / MULTIPLE DN....................................................................................................11418.21. NETWORKING TYPE..................................................................................................................................11418.22. LICENSE FILE ON MEDIA..........................................................................................................................11418.23. CORPORATE TRANSFERS..........................................................................................................................11518.24. CCM NODAL TRANSFERS........................................................................................................................11618.25. NES CCE 7.1 TRANSFERS........................................................................................................................11818.26. STANDARD TO NETWORKED NODE DESIGNATOR....................................................................................11818.27. CCMM NODAL TRANSFERS.....................................................................................................................11918.28. CCMM STANDBY SERVER TRANSFER.....................................................................................................11918.29. CCMM MULTIPLICITY.............................................................................................................................11918.30. CCT NODAL TRANSFERS.........................................................................................................................12018.31. CCT STANDBY SERVER TRANSFER..........................................................................................................12018.32. CC CORPORATE TO AVAYA AURA® CONTACT CENTER R6 CORPORATE UPGRADES............................12118.33. UPGRADE SITES WITH SRS CONTRACTS..................................................................................................12318.34. 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................................12519.2. CALL RECORDING FOR AACC IN CS1000 AML CONFIGURATIONS - RECORD ON DEMAND, AND MULTIDN RECORDING..................................................................................................................................................................12519.3. CALL RECORDING FOR AACC IN CS1000 SIP (“HYBRID”) CONFIGURATION.............................................127

20. SUPPORT FOR AGENT BLEND WITH PROACTIVE CONTACT 5.0 HARD DIALER (PG230).........130

21. SWITCH PLATFORM RULES........................................................................................................................131

21.1. FEATURE ACTIVATION REQUIREMENTS........................................................................................................13121.2. COMPATIBILITY MATRIX - AVAYA AURA® UNIFIED COMMUNICATIONS PLATFORM..................................131

21.3. AVAYA AURA® UNIFIED COMMUNICATIONS PHONES................................................................................132

21.4. AVAYA COMMUNICATIONS SERVER 1000....................................................................................................13221.5. AVAYA COMMUNICATION SERVER 1000 PHONES.........................................................................................13321.6. VOICE SERVICES: AVAYA VOICE PORTAL, AVAYA CALLPILOT AND AVAYA MPS.....................................134

22. SUPPORTED OPERATING SYSTEMS WITH AACC 6.0, 6.1 AND 6.2.....................................................135

22.1. SERVER APPLICATION OS SUPPORT.............................................................................................................13522.2. CLIENT OS SUPPORT.....................................................................................................................................13522.3. SUPPORTED LANGUAGES...............................................................................................................................13522.4. SECURITY FEATURES.....................................................................................................................................13522.5. SUBSTITUTION OF PARTS..............................................................................................................................13522.6. PRODUCT BUNDLING.....................................................................................................................................13622.7. UPGRADES.....................................................................................................................................................13622.8. ADMINISTRATION TOOLS..............................................................................................................................136

23. ENGINEERING TOOLS....................................................................................................................................137


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23.1. AVAYA AURA® CONTACT CENTER 6.2 SERVER CAPACITY GUIDELINES....................................................13723.2. AVAYA AURA® CONTACT CENTER 6.X TOOLKITS ON AVAYA DEVCONNECT............................................13723.3. QUOTATION TOOLS & ORDER PROCESS.......................................................................................................137

24. QUALITY FRAMEWORK NEW PRODUCT INTRODUCTION POLICY................................................139

25. WHAT ORDER MANAGEMENT SHOULD KNOW ABOUT THE PRODUCT?.....................................140

25.1. LOGICAL PRODUCT COMPONENT COMBINATIONS........................................................................................14125.2. RECOMMENDED CRITICAL AND SERVICE IMPACTING SPARES.....................................................................14125.3. MEAN TIME BETWEEN FAILURES (MTBF)...................................................................................................14125.4. ADDITIONAL INFORMATION..........................................................................................................................141

26. PRODUCT CATALOG: ORDER CODES AND PRICING...........................................................................142

26.1. ACCESSING GPPC.........................................................................................................................................142

27. ORDERING PROCEDURES.............................................................................................................................143

27.1. STANDARD ORDERING PROCEDURES............................................................................................................14327.2. SOLUTION DESIGN VERIFICATION PROCESS (SDVP)...................................................................................14327.3. ORDER CONFIGURATIONS, RULES AND FORMS............................................................................................14427.4. FOR HERITAGE AVAYA PARTNERS:..............................................................................................................14527.5. FOR HERITAGE NES PARTNER:....................................................................................................................145

28. SERVICES CONFIGURATION, RULES AND FORMS................................................................................147

28.1. MAINTENANCE SUPPORT OFFERS FOR DIRECT CUSTOMERS GLOBAL..........................................................14728.2. MAINTENANCE SUPPORT OFFERS FOR NON-ACCREDITED BUSINESS PARTNERS.........................................14728.3. MAINTENANCE SUPPORT OFFERS FOR ACCREDITED BUSINESS PARTNERS..................................................14828.4. EXTENDED SUPPORT AND END OF SERVICES SUPPORT POLICIES.................................................................14928.5. SUPPORT ADVANTAGE OFFERS.....................................................................................................................14928.6. PARTNER IMPLEMENTATION SUPPORT OFFER..............................................................................................150

29. WARRANTY........................................................................................................................................................152

29.1. PRODUCT CORRECTION NOTICES (PCNS).....................................................................................................15229.2. PRODUCT SUPPORT NOTICES (PSNS)............................................................................................................153

30. REPAIR & RETURN..........................................................................................................................................154

30.1. DEAD ON ARRIVAL (DOA)/OUT OF BOX FAILURE (OBF)...........................................................................154

31. WHAT LAB ENGINEERS SHOULD KNOW ABOUT THE PRODUCT?..................................................156

32. LAB STANDARDIZATION/EVALUATION PROGRAM.............................................................................158

32.1. SITE REQUIREMENTS.....................................................................................................................................15832.2. LAB REQUIREMENTS.....................................................................................................................................15932.3. AVAYA AURA® CONTACT CENTER 6.X SERVER APPLICATION OS SUPPORT..............................................16032.4. AVAYA AURA® CONTACT CENTER 6.X CLIENT OS (INTERNET EXPLORER) SUPPORT...............................16032.5. LAB STANDARDIZATION TEST PLAN.............................................................................................................16032.6. AVAYA SUPPORT FOR LAB EVALUATIONS....................................................................................................161

33. LAB TOOLS, TEST AND DIAGNOSTIC EQUIPMENT...............................................................................162

33.1. COMPETENCY REQUIREMENTS FOR DIAGNOSTIC TOOLS..............................................................................16233.2. REMOTE ACCESS CAPABILITY......................................................................................................................16233.3. COMPETENCY REQUIREMENTS FOR REMOTE ACCESS..................................................................................162

34. PC REQUIREMENTS.........................................................................................................................................163

34.1. AVAYA AURA® CONTACT CENTER 6.2 SERVER CAPACITY.........................................................................16334.2. FUNCTIONALITY OVERVIEW.........................................................................................................................16334.3. DISTRIBUTION...............................................................................................................................................163

35. ORDERING LAB EQUIPMENT OR SOFTWARE........................................................................................164

36. AUTHORIZATION.............................................................................................................................................171

36.1. AVAYA AURA® CONTACT CENTER 6.2 COMPETENCY READINESS INFORMATION......................................17136.2. AVAYA CONNECT COMPETENCY MODEL FRAMEWORK FOR AACC 6.2......................................................17136.3. SUMMARY OF CORE REQUIREMENTS............................................................................................................172


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36.4. AVAYA PROFESSIONAL SALES SPECIALIST (APSS) – SOLUTION CREDENTIAL............................................17236.5. INDIVIDUAL COURSEWARE FOR APDS – CONTACT CENTER SOLUTION CREDENTIAL.................................17336.6. AVAYA CERTIFIED IMPLEMENTATION SPECIALIST (ACIS) – AVAYA AURA® CONTACT CENTER TRAINING OPTIONS17336.7. NEW AVAYA CERTIFIED SUPPORT SPECIALIST (ACSS) CERTIFICATION....................................................175

37. FEATURE & FUNCTIONALITY - ATAC HELP & SUPPORT...................................................................177

37.1. CONTACT INFORMATION...............................................................................................................................177

38. APPENDIX: PRODUCT REFERENCE INFORMATION.............................................................................178

Offer Definition

Product

Avaya Aura® Contact Center 6.2 GA Date 30 June 2011

Rev # Rev Date

Title 1.8 24 April 2012Offer Definition

Avaya Source Prime Channel Partner /Distributor Target Audience

Martin Walker, Declan Folan, Jennifer Judy Product Management, Order Management, Training, Lab Engineers, Sales Engineers

CHANGE CONTROL RECORD

Date(mm/dd/yy)

Issue/Version #

Prime Summary of Changes

05/17/11 1.1 Martin Walker Initial Release during trial period

07/08/11 1.2 Martin Walker Updated Release for product launch

08/16/11 1.3 Martin Walker Updated Release with additional information

09/02/2011 1.4 Martin Walker Updated Release with additional information

11/11/2011 1.5 Declan FolanJennifer JudyMartin Walker

Updated Format and added AACC-M Mid Market offer.

Included ASD & EC Quoting Screen Examples

Details on New Solution Design Verification Process.

Updates to commercial offer section.

Included separate section on ATAC Support


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12/12/12 1.6 Declan FolanVineet Sood

Martin Walker

Included a section on requesting Implementation Services for the AACC-M Midsize Offer

Corrected Material Code for Email

Updated notes for Multimedia requirements for AAOA

Added PCN & PCS information to Warranty Section

Updated AACC Midsize FAQ Section

Updated information on the Drive Midsize and AACC-M Promotion

Added extra information pertaining to the Avaya WFO and 3rd Party WFO/Call Recording Feature Provisioning section

06/02/12 1.7 Declan FolanMartin WalkerDiane Knight

Updated the AACC-M offer section based with new enhancements expected on Feb & Mar 2012

Update Capacity table and Web Chat and MM Bundle Agent to adopt lower capacity limit of 500

Added new Section 21 detailing support for Proactive Contact 5.0 Hard Dialer

PPOB agent rules updated to state requirement for matching inbound voice agent licenses.

Added section on Proactive Contact 5

Updated Services Offer for AACC-M


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05/11/12 1.8 Declan FolanMartin Walker

Section 3: Update Capacity table Section 4: Addition of new

section detailing Recommended Supported Platforms and Configurations

Section 6: Move AACC-M information to this section

Section 8: Remove reference to IP_Supervisor licencing as invalid

Section 9: Additional ordering notes on High Availability

Section 10: Additional notes on screen-pop

Section 11: Additional notes on Web chat functionality

Section 12: Additional explanation of the SOA Dev KitSection 19: Updated notes on Call Recording interfaces and ordering information

Section 21: Removal of support for SIP endpoints for new AACC sales on the CM 6 platform

Section 22.3: Reference to supported languages in documentation set


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1. About this Document

This document is a comprehensive pre-GA Channel Enablement package that is intended to provide the majority of the information the Channel Partner and Distributor- Product Management, Sales Engineering, Order Management, and Training personnel will require for the successful introduction of Avaya Aura® Contact Center 6.2 (AACC). The Offer Definition in its entirety serves as a comprehensive Guide for Partner and Distributor readiness and should accompany this document for completeness, as this document will reference relevant information in other sections.

Non-Disclosure

The Avaya non-disclosure processes will be followed for any documentation and information being released to the End Customer or any type of Channel Partner’s personnel not covered by a contract with Avaya prior to GA.

Globalization

This document is written as a global document. All Theatre information within this document will be clearly identified as regional, using the regional designations listed below.

North America (US): Caribbean and Latin America and Canada: (AI): Europe, Middle East and Africa (EMEA):Asia Pacific (APAC):

1.1. What’s New in this version

This version of the Offer Definition includes the following updates:

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. About Avaya Aura® Contact Center 6.2

2.1. Product OverviewAvaya Aura® Contact Center 6.2 (AACC 6.2) offers a comprehensive suite of scalable solutions for dynamic contact center environments requiring sophistication and differentiation in the care offered to their customers. Avaya Aura® Contact Center 6.2 provides skill-based routing of voice, email, web chat, FAX, SMS, Scanned document, outbound, and support for video contacts. The system provides flexible call treatments, real time displays and comprehensive management and reporting functionality – empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers. The rich scripting language supports multifaceted call routing and treatment decisions based on combinations of real time conditions.

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 customer‘s requirements.

2.1.1. Contact Center Manager Server CCMS is the core contact center component that provides the intelligent routing capability for voice and (if licensed) multimedia contacts to the most qualified agent.

2.1.2. Contact Center License Manager Avaya uses LM for the central licensing and control of all Contact Center components and features across the Contact Center suite.

2.1.3. Contact Center Manager Server Utility Contact Center Manager Server Utility is used to monitor and maintain Contact Center Manager Server. The Contact Center Manager Server Utility provides additional functionality that is not available through CCMA.


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2.1.4. Contact Center Manager Administration

CCMA is a browser-based tool for contact center administrators and supervisors. CCMA is used to manage and configure a contact center and users, define access to data, and view real-time and historical reports.

2.1.5. Orchestration DesignerAdministrators can use the Orchestration Designer (previously called Service Creation Environment with AACC 6.0 and 6.1) in a stand-alone application to create contact flows to route and treat contacts off-line before installing and configuring the Contact Center environment. The off-line version of the Orchestration Designer can be used to create the script or flow applications, validate the application, obtain approval for the application, and then implement the application after configuring the remainder of the Contact Center software suite.

2.1.6. Agent Desktop Display The ADD application optionally provides real-time skillset monitoring on agent desktops.

2.1.7. Security Framework The Security Framework provides identity management for integration with a directory services infrastructure (for example, Active Directory) for authentication and authorization of application users.

2.1.8. Communication Control Toolkit The CCT server helps implement CTI for browser-based client integrations.

2.1.9. Contact Center Multimedia The CCMM server expands the contact center so agents can view, respond to, and track requests over the Internet. Support is provided for email, web chat, IM, SMS, scanned documents, and preview/progressive outbound dialling.

2.1.10. Avaya Media Server The AMS is a software-based media processing platform. All media processing is performed in software on the host CPUs. The AMS architecture is scalable for all core functions of the platform, including media processing, signalling, application execution, and content management.

2.1.11. Avaya Aura® Agent Desktop The agent and supervisor client is used for agent handling of multimedia contacts and voice contacts in a SIP AACC configuration. The Avaya Aura Agent Desktop 6.2 also provides a unified desktop client for agents handling Elite voice and AACC multimedia contacts.

2.1.12. Network Control CenterThe NCC enables the distribution of information from the NCC database to all servers on the network, and enables communication and Network Skill-Based Routing (NSBR) among multiple sites.


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2.1.13. High Availability

AACC supports HA resiliency for CCMS, CCT, CCMM and CCMA. The level of resiliency depends on the platform.

2.1.14. AACC 6.2 is software only solution Partners and Customers should source server(s) meeting the published PVI (platform vendor independent) server specifications and supported Operating Systems as detailed in the most recent version of the AACC 6.2 Planning & Engineering Guide and Capacity Tool.

2.2. Avaya Aura® Contact Center 6 Release History

The following section builds up the content introduced with AACC 6.0, extended with AACC 6.1 and AACC6.2.

Avaya Aura Contact Center 6.0 introduced the release of the product.

When deployed as a full voice and multimedia contact center it provides:

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

2.2.2. Universal networking capabilities Universal networking capabilities that provide network skill-based routing, reporting, and management of multiple contact centers across CM and NES CS1000 networks

2.2.3. Unified Reporting of all media types Unified historical reporting of all media types including over 120

standard reports out of the box. Extensive real-time unified reporting displays Easy-to-use Report Creation Wizard - to generate meaningful

reports that managers use to improve efficiency and productivity. Consolidated Reports across multiple sites (nodes) in a distributed

contact center


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2.2.4. Unified multichannel agent and supervisor desktop

Context sensitive user interface adapts to make it easy for agent to transition between media types and enables collaboration with customers, agents, supervisors and experts (maximum functionality to escalate between media types when both ends are SIP enabled)

Agent desktop deliver customer contextual data (history of previous transactions) to the agent

Integrated Preview and progressive outbound capability exists to create, modify, and monitor outbound campaigns.

Blended predictive outbound dialling campaigns in tandem with Proactive Contact

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.

2.2.6. SIP & SOA Architecture Rich third party application integration through a combination of CTI

(for existing customers), SOA and Web Services CTI connection between CC server and the Call Server (switch) is

replaced by SIP CTI Connection between CC server and IVR is replaced by SIP and

Web Services interfaces. No ACD is required on the switch Developers and administrators can integrate contact center

solutions with business applications using the Communication Control SOA Toolkit

Communications enablement using SOA – Web Services interfaces are available to expose CC Administration, Workflow, Queuing, Multimedia and Networking capabilities to 3rd party business applications.

Natively supports SIP allowing integration with Avaya Aura CM 5.2.1 including Midsize Enterprises 5.2.1, NES CS1000 5.0-7.0, Microsoft® Office Communication Server (OCS), Avaya Aura CM 6.1, and Avaya Aura Presence Services 6.1.

Avaya Aura Contact Center 6.1 extended the configurations available with AACC 6.0.


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A multimedia only configuration is now available. In support of its large installed-base 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 3rd party voice solutions.

2.2.7. Multimedia complement to Call Center Elite voice A multimedia media extension is now available to add to existing

Avaya Elite systems. Elite voice capability can be supplemented with advanced

multimedia routing engine, that adds email, web chat, FAX, SMS, Scanned document etc. as an independent routable media types. Voice can follow existing Elite work assignment rules; while Multimedia contacts work assignment as defined in AACC work assignment engine.

Optional Avaya Contact Center Control Manager (ACCCM) available to serve as a common management and administration console for administrators and supervisors to add, move and start migrating staffed (logged-in) agents, their skills and profiles, between CM/Elite and AACC. Other Admin functions are independently administered on Elite and AACC.

Voice reporting via Elite, while reporting on multimedia contacts available via AACC embedded reporting. AACC6.1 offers integrated reporting across all multimedia (non-voice) types, with voice reporting is via Elite / IQ.

2.2.8. Standalone Multimedia Only configuration A unified media independent work assignment engine available in a

configuration with no voice, or completely non-integrated separate voice solution from another 3rd party vendor.

Maximum Multimedia Agent capacity for Multimedia Only configuration increased from 1000 to 3000 active agents.

Note that IM and PPOB are not supported in AACC Standalone Multimedia only configurations.

2.2.9. Integration with Avaya Voice Portal ‘Front End IVR’ configuration. Avaya Voice Portal integration with

AACC via SIP trunks using landing pads reservation mechanism, with Blind, bridge or consult transfers from AVP to AACC

Support for call attached data, which can be used for work assignment decisions or reporting in AACC

AVP 5.0, 5.1 Dialog Designer 5.0, 5.1 CS1000 SIP or CM


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Refer to Section 4 for further information on licencing requirements.

2.2.10. Embedded Soft phone in Agent Desktop (AAAD) Embedded H.323 soft phone available in AAAD for AACC voice

with CM 5.2.1 configurations

2.2.11. Switching platform support for AACC 6.1Avaya Aura Contact Center 6.0 / 6.1 for voice media supports the Avaya Aura CM 5.2.1 including Midsize Enterprises 5.2.1, and Avaya NES CS1000 5.0-7.0 platforms.

Avaya Aura Contact Center 6.1 when configured for Multimedia only complement to Elite voice supports Avaya Contact Center Elite releases 3.x, 4.x and 5.x.

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

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


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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 888-297-4700 ( 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 [email protected] with the words Contact Center on your subject line.

To engage Avaya Professional Services: http://portal.avaya.com/ptlWeb/services/SV0555/OrderingInformation


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http://portal.avaya.com/ptlWeb/services/SV0555/OrderingInformation

mailto:[email protected]

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3. Avaya Aura Contact Center 6.2 Product Capacity

The table details the supported voice and MM capacity per supported switch configuration.Depending on the platform, agents may be licenced for voice-only, MM-only, or for both voice+MM. For configurations that support inbound voice, the total supported agent capacity cannot exceed the Inbound Voice agent capacity for that platform. For example for the CS1000 AML entry, the capacity limit is 5000 voice agents, of which 3000 may also be MM licenced. The total agent count is 5000, not 8000.

Note: Due to the changes in Section4, some capacity entries applies apply to existing systems expansion only and are not available for new AACC sales.

Inbound Voice

AgentsMultimedia

Agents

SIP Platform

AML Platform

SIP Platform

AML Platform Notes

Avaya CS1000 1500 5000 1500 3000

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 Aura for 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).

Multimedia Complement to Call Centre EliteMidsize Enterprise 5.2.1

0 N/A 300 N/A

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.

Multimedia Standalone

0 N/A 3000 N/A The 3000 MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500).


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NOTEFor AACC-M (Mid Size) packaged offer capacities, please refer to the following section Avaya Aura

Contact Center Suite for Midsize Enterprise.

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Note - Preview/Progressive Outbound is not supported with this configuration.

Avaya Aura CM 5.2.1

1000 N/A 1000 N/A

The 1000 SIP MM agents can be licenced for email (max 1000) + SMS (max 1000) + Web chat (max 500)** + Prev/Prog OB (max 1000).

Multimedia Complement to Call Centre Elite / CM 3.x, 4.x 5.x, 6.x

0 N/A 3000 N/A

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.

Avaya Aura CM 6.0.1 3000 N/A 3000 N/A

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)

Avaya Aura ME 6.1 300* 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) + IM (max 300)

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. Additional Product Reference Information

3.1.1. Product InformationAvaya Aura Contact Center 6 Product page on the www.avaya.com Enterprise Partner Portal.http://portal.avaya.com/ptlWeb/products/P0793/AllCollateral

Application Notes Brochures Case Studies Channel Readiness Pre-GA Documents (Business Case and Offer

Definition) Competitive Information Demos FAQ’s Fact Sheets Job Aids Launch Announcements Podcasts Presentations


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http://portal.avaya.com/ptlWeb/products/P0793/AllCollateral

http://www.avaya.com/

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The Avaya Aura Contact Center Feature Guide in the Job aids section provides a solid foundation in the product.

3.1.2. Technical DocumentationAvaya 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

3.1.3. Developer Community InformationAvaya Aura Contact Center 6 on Avaya DevConnecthttps://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads


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https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads


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4. AACC 6.2 Recommended Platforms and Configurations

Sales Positioning With the industry’s most deployed contact center solutions and our drive to deliver even richer next gen products – customers have sought guidance and best practices on what to successfully deploy for their business needs.

Avaya is committed to delivery of contact center solutions that offer organizations an end-to-end approach to creation and management of a differentiated customer experience. Avaya is also committed to providing the highest quality contact center solutions to our customers and through our business partners. We support this on-going commitment with extensive R&D to support a wide variety of common configuration and recommend options for optimum customer success. Following is a summary of updated recommendations from our labs for Avaya Aura Contact Center.For our customers, these changes maximize ability to leverage their existing contact center infrastructure investments as they adopt new capabilities. Existing systems will continue to be supported as sold per standard Avaya lifecycle policy.For our partners, these changes simplify the design and ordering process, as well as reduce the amount of effort required to support the Avaya Aura Contact Center solution.

Customer SegmentationCustomers can be segmented by considering size (scale), complexity, and buying behavior.

Simple contact centers are typically single site operations that leverage core capabilities, i.e. fewer skills (skillsets), voice, call recording, simple reporting. They prefer to buy a solution suite – or a packaged solution including all required capabilities.

Complex contact centers are multi-site and potentially require additional skills (skillsets). These customer types desire the advanced capabilities of multichannel, Workforce Optimization (WFO), Analytics, and pre-route capabilities. They typically purchase best of breed contact center solutions based upon business needs.

Solutions can be mapped to a customer by complexity and size (scale) as follows: Midmarket: less than 400 agents, simple or complex needs Large Enterprise: more than 400 agents, simple or complex needs, and mapped to

business requirements


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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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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 Contact Center Decision

< 400

Net New: Propose Avaya Aura (CM)*

New: Propose AACC-M

Existing CM: Upgrade CM Existing Elite: Propose AACC Multichannel ComplementExisting CCE: Avaya will partner with you to determine the best solution, extend surround

Existing NES: Upgrade CS1000 AML

Existing NES: Upgrade to AACC Complete (AML)

Large Contact Centers

Net New: Propose CM*(No existing Avaya infrastructure)

< 3000**

• Elite + AACC Complement • For Universal Queue: Elite +

Interaction Center or AACC Complete (Controlled Availability)

> 3000** • Elite + Interaction Center

Existing CM: Upgrade/extend CM

Voice only • Add or upgrade Elite for voice

only

<3000**

• Add AACC Multichannel Complement

• For Universal Queue: Interaction Center

>3000**• Add or upgrade Interaction

Center

Existing NES: Upgrade/extend CS1000

New: Propose AACC Complete (AML)

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

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


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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, don’t miss the opportunity to also include Avaya’s 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. AACC 6.1 & 6.2 Commercial Offer Enhancement Overview

5.1. AACC 6.1 Commercial Offer EnhancementsThe following list the key features of the release.

Multimedia complement to Elite Contact Center Multimedia standalone option with no voice Embedded soft phone in AAAD for Avaya Aura platform configurations Front end IVR integration with Avaya Voice Portal

5.2. AACC 6.2 Commercial Offer Enhancement OverviewThere are a number of enhancements to the AACC 6.2 Commercial Offer as follows

Addition of mission critical High Availability options for Avaya Aura CM 6.0.1 configurations

Addition of Networking options for Avaya Aura CM 6.0.1 and mixed Avaya Aura CM 6.0.1/CS1000 configurations

Addition of combined Campus plus Geographic disaster recovery option for CS1000 configurations

Addition of Agent Greeting functionality for Avaya Aura CM and CS1000 SIP configurations

Integration of the management of Offsite Agents directly within the AACC Administration functions and support of offsite agents / telecommuter mode for Avaya Aura CM configurations

Support for increased agent capacity for Avaya Aura 6.1 configurations Support for Avaya NES CS1000 7.5


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6. Avaya Aura Contact Center 6.2 Product ordering important information

6.1. Important information on identifying which order codes to useThe 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. For NES CS1000 Configurations: Use codes in black text marked with (EC) suffix Material code format = 8 digit alpha numeric commencing “NT”

6.4. Upgrades from AACC 6.0 and 6.1 to AACC 6.2

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 SP4. 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 or AMS Licence must be applied in the following cases:

AACC 6.0 or 6.1 SIP configurations with AMS cores AACC 6.0 and 6.1 with standalone AMS (previously called MAS/ICP)

An update AACC cores or standalone AMS licence should be downloaded from the Keycode Retrieval System and may be identified by inclusion of the “ICPMaster” licence element. Should the KRS licence file not have this element please email to have one generated stating “AACC 6.0/6.1 to SP4 Upgrade licence request” in the email header together with the current system ID/MAC/AACC URN/ICP URN to [email protected] these configurations do NOT install SP 4 until you have downloaded an updated licence file.

Existing AACC 6.0 / 6.1 Licences for CS1000 AML configurations will support “like-for-like” functionality upon application of AACC6 SP4. A new licence is not required.


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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

6.6. Avaya Aura Contact Center 6.2 licencingAvaya Aura Contact Center 6.2 licencing is based upon a concurrent usage model.

Note that the UC infrastructure is subject to its own licencing model.


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NOTEFor AACC-M (Mid Size) packaged offer capacities, please

refer to the following section

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7. Avaya Aura Contact Center Suite for Midsize Enterprise

This offer is the core component of the Customer Experience Management for Midsize solution and sales play. We’ve defined a very competitive small-midsize packaged software offer complemented by specially priced implementation services and Avaya support services.

The software offer includes AACC enterprise functionality, along with components of Avaya Aura Workforce Optimization (Avaya Aura WFO) and Avaya Aura Experience Portal. Add-ons to advanced functionality of Avaya Aura WFO are also available.

This offer available in the following configuration/quote tools.

Avaya Solution Designer (ASD) Enterprise Configurator (EC)

This offer does not apply to the previously sold AACC Essential offer.

7.1. Offer Enhancements from 6th February 2011To greatly simplify the quotation process in ASD, the AACC-M offer will be able to be directly quoted in the February release of the ASD tool. There is no need to utilise the Avaya Promo Rebate Process.

7.2. Offer Scope This document details the AACC-M (Mid Market) Offer, quotation and pricing process.

7.2.1. In ScopeThe offer provides pricing for the following:

AACC-M Packaged Offers Standard Package Advanced Package Premier Package


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NOTES1: 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

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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

7.2.2. Not in ScopeThe following deal elements are not included in the offer, and would be handled via normal Special Bids process methodologies:

Maintenance offers (Support Advantage) associated with AACC and other solutions that are part of the quotation

Other solutions on same quotation such as other Avaya Aura software applications, servers, gateways, telephone sets, etc.

Other Implementation Services

7.2.3. When to position AACC-M Customers who have chosen to consolidate their voice and multimedia

contact environments into a single product, 20 to 400 agents. The market opportunity is greatest in the 75-150 agent segment.

Single site only. Note: Solution will support remote agents in May 2012 when Avaya Aura Contact Center (enterprise) adds the support

Greenfield contact center Competitive displacement, applicable to most competitive deals

involving Cisco UCCX or Interactive Intelligence

7.2.4. When not to position AACC-M Multisite contact center deployments Customers who have an immediate or near term need for more

than 400 agents (use standard enterprise packaging) Installed base Avaya Aura Call Center Elite and Call Management

System customers who are looking to add multimedia capabilities and maintain their investment

Customers, regardless of size, who need the full complement of Avaya Aura Contact Center portfolio including, Avaya Aura Workforce Optimization, Avaya Proactive Outreach Manager (POM), Avaya Contact Center Control Manager, Avaya Aura Experience Portal, etc.

Customers, regardless of size, who need significant customization or professional services


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7.3. The AACC-M Offer

The Offer consists of Product and Implementation Services.

7.3.1. Product OfferThe Offer is titled “Avaya Aura Contact Center Suite for Midsize Enterprise” and co-exists with the current AACC Essential and Enterprise Offers.

In essence, AACC-M packages some functionality of 3 existing offers. There are no new/special/extra features developed.

AACC Portiono AACC Enterprise Offer Features – capped at 400 Agents

WFO Portiono WFO Compliance Recording Offer – capped at 400 Ports

AAEP Portiono AAEP Port Licences – capped at 100 Ports

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 Supervisor per 10 Voice Agents Email Agent License Web Chat Agent License Instant Messaging Agent License3

1 Call recording includes the compliance recording for voice and does not include screen recording.2 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).3 Avaya Presence Server or Microsoft Office Communication Server (OCS) required.


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NOTEPlease refer to the latest WFO and AAEP/OD

Offer Definition Documents for more information

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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)

The AACC-M Package Rules & Capacitieso Minimum Initial Order: 20 agentso 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

4 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 phone6 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 Greeting8 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors9 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation WizardUsers (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 Provisioning11 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit12 For configurations larger than 400 agents or with more than 100 Experience Portal licenses use enterprise licensing.


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NOTEResiliency for AACC Only – for other applications (WFO,

etc), these can be configured and quoted separately – outside of the AACC-M bundles.

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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 PlatformAACC-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.

7.4.1. AACC-M 6.2 - AML This Mid Market Contact Center offering is associated with the Avaya NES CS1000 7.0-7.5 platforms in AML configuration for up to a max combination of 400 Standard, Advanced & Premier Packages.

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.

Standard Package

Enhanced Package

Premier Package Notes

Inbound Voice Agent

Inbound Voice Agent

Inbound Voice Agent Standard Voice Agent

Prev/Prog Outbound Voice




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Standard Package

Enhanced Package

Premier Package Notes

Agent Agent Agent

WFO Compliance

Recording PortWFO Compliance Recording Port

WFO Compliance Recording Port

Voice Recording only (not screen recording)

Supervisor Port* Supervisor Port* Supervisor Port**1 provided for every 10 Inbound Voice Agents

Announcement

Port*Announcement

Port*Announcement

Port** SIP AACC only (not required for AACC CS1k/AML solution)

Dialog Port Dialog Port Dialog Port* SIP AACC only (not required for AACC CS1k/AML solution)

Screen pop Screen pop Screen pop

Included by default with AACC - no separate material code (Out of Box Screen pop- SIP ONLY)

Desktop Client Desktop Client Desktop ClientIncluded by default with AACC - no separate material code

Email Agent Email Agent

Web Chat Agent Web Chat Agent IM Agent IM Agent

Self Service Port Avaya Aura Experience Portal Port

7.5. Implementation Services OfferThis offer has been especially created for AACC-M and offers a tiered priced solution that is very competitive and offers great value to customer.

Note that any extra implementation services required outside of this offer below can also be provisioned and quoted at normal price.

The OfferInbound Voice Base

Inbound Voice Up to 20 Agents (3 Skillsets) Up to 50 Agents (6 Skillsets) Up to 150 Agents (10 Skillsets) Up to 250 Agents ( 22 Skillsets) 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)


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IM ( 2 Skillsets, MS OCS or Avaya Presence Server) Call Recording Experience Portal (Implementation only)

The Implementation Services Offer RulesOnly 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 Avaya‘s 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

7.5.2. How to engage APS Direct Customers - For information regarding Avaya Products and Services, or to begin your quote today please contact your Account Manager or Authorized Business Partner.

Sales Teams - For information regarding the service offerings included in the bundles, please contact the Support Hotline at 866-Avaya-66 (US) or 00-800-0235-4321(EMEA). When you are prompted to identify the solution you require information about, please say "APS Service Bundle". If you need assistance understanding how to correctly select the bundles, contact the Design Central Team at 888-297-4700 (US), 720-444-5800 (Americas International), 31-70-414-8099 (EMEA) or 65-6871-2693 (APAC). In this case, when prompted to identify the help you seek, please say either "Configuration" or "Design".

To begin your services quote today, follow the steps outlined below that best suit your need: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.


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http://Salesforce.com/


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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/

SN200925134055417094/SN200925134055417094.

7.6. Support ServicesAvaya 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

7.6.1. Order Requirements CM – ASD & Maintenance Configurator

All AACC-M Bundles must include:1. AACC Package code (268630,31,32) and2. WFO CR Midsize Enterprise Code (268921) 3. The Premier Package Offerings it must include 3 codes – AACC

Premier Pkg (268632), WFO CR Midsize Enterprise (268921) and AAEP - Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs Lic (269797)

The applicable Support Advantage codes are required for AACC and AAEP above as well as the Utility / Traditional Maintenance Codes for WFO (268921M) These AACC-M bundles require Mandatory Maintenance Attach.

These Services will be available through Avaya Solution Design (ASD) and the Maintenance Configurator.


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http://portal.avaya.com/ptlWeb/spCP/CS2006103115434830059/C20092512724292001/SN200925134055417094/SN200925134055417094

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7.6.2. Order Requirements CS1K – EC Configurator

For Services on CS1K related systems options for PASS or Express are available:

Partner Assurance Services (PASS) (Gx4300) (Only applicable to AACC portion of bundle)

o Remote Technical Support Services – 24x7o Software Release Services – access to upgrades through

subscription service Express Services (Express) (Gx6300)

o Remote Technical Support Services – 24x7o 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 DescriptionService

Line Numbers

AACC Standard Package - Currently Available NT9Y44UA AACC 6 New Standard Package EKVNT9Y44UD AACC WFO Comp Rec Port EM0

AACC Advanced Package - Currently Available

NT9Y44UB AACC 6 New Advanced Package EKWNT9Y44UD AACC WFO Comp Rec Port EM0

AACC Premier Package - Currently Available

NT9Y44UC AACC 6 New Premier Package EKXNT9Y44UD AACC WFO Comp Rec Port EM0NT9Y44UE AACC-M AAEP Licence EM1

Standard to Advanced - Available ASD – Mar 12; EC – May ‘12 NT9Y44WA AACC Standard to Advanced Migration EKZ

Standard to Premier - Available ASD – Mar 12; EC – May ‘12

NT9Y44WB AACC Standard to Premier Migration EL0

NT9Y44UE AACC-M AAEP Licence EM1

Advanced to Premier - Available ASD – Mar 12; EC – May ‘12

NT9Y44WC AACC Advanced to Premier Migration EL1NT9Y44UE AACC-M AAEP Licence EM1


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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. Priced Material CodesFollowing are the Main Priced Material Codes.

Enterprise Configurator Material Codes BLACK text Avaya Solutions Designer Material Codes BLUE text

Material Codes Part DescriptionNew Standard Package

ContentsNT9Y44UA (EC) AACC 6 New Standard Package

NT9Y44UD (EC) AACC WFO Comp Rec PortNew Standard Package

Contents268630 (ASD) AACC R6 Midsize Enterprise Std Pkg

268921 (ASD) AV WFO R10.1.2 CR Midsize Entprs

New Advanced PackageContents

NT9Y44UB (EC) AACC 6 New Advanced Package

NT9Y44UD (EC) AACC WFO Comp Rec PortNew Advanced Package

Contents268631 (ASD) AACC R6 Midsize Enterprise Adv Pkg


New Premier PackageContents

NT9Y44UC (EC) AACC 6 New Premier Package

NT9Y44UD (EC) AACC WFO Comp Rec Port

NT9Y44UE (EC) AACC-M AAEP Licence

New Premier PackageContents

268632 (ASD) AACC R6 Midsize Enterprise Prem Pkg


269797 (ASD)Avaya Aura CC6 Midsize Enterprise AAEP

R6 Exprs PT LicStandard To Advanced NT9Y44WA (EC) AACC Standard to Advanced Migration

Standard To Advanced 268633 (ASD) AACC R6 Midsize Entprs Std TO Adv MG

Standard To PremierNT9Y44WB (EC) AACC Standard to Premier Migration


Standard To Premier268634 (ASD) AACC R6 Midsize Entprs StdToPrem MG


R6 Exprs PT Lic

Advanced To PremierNT9Y44WC (EC) AACC Advanced to Premier Migration


Advanced To Premier268635 (ASD) AACCR6 Midsize Entprs Adv TO Prem MG


R6 Exprs PT LicResiliency NT9Y44XA (EC) AACC Midsize Resiliency Package

Resiliency268636 (ASD) AACC R6 Midsize Entprs Resiliency Pkg

CM5

Resiliency 269780 (ASD)AACC R6 Midsize Entprs Resiliency Pkg

CM6


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7.8. Commercial Offer – Enterprise Configurator

There will be 3 packages as follows and customer can order any combination of these up to a maximum sum of 400 in total:

Standard Package Voice & Mid Market Self Service Advanced Package Voice, Multimedia & Mid Market Self Service Premier Package Voice, Multimedia & Full Self Service

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.

7.8.1. AACC-M Enterprise Configurator ScreenThe following screens may be used as a reference to guide for quoting using ASD/Promotion tool.

Screen #1 : AACC-M Package ConfigurationNOTE : Independent App only – not CS1000 path.

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 phone15 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 Greeting17 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors18 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 Provisioning20 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit


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Screen #2 : AACC-M Platform Options

Screen #3 : AACC-M New SIP Example Screen


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CS1K AML Offer

SIP Offer

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7.9. Commercial Offer – Avaya Solutions DesignerThere will be 3 packages as follows and customer can order any combination of these up to a maximum sum of 400 in total:

Standard Package Voice & Mid Market Self Service Advanced Package Voice, Multimedia & Mid Market Self Service Premier Package Voice, Multimedia & Full Self Service

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 phone23 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 Greeting25 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors26 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 Provisioning28 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit


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7.9.2. Provisioning Steps

Screen #1 : AACC-M Package Configuration


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Screen 2 : AACC-M Resiliency

7.10.FAQ’s

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

7.10.2. When should I position this solution? You should position this solution in Greenfield or competitive

displacement situations where the contact center size is from 20 – 400 agents.

Most competitive deals involving Cisco UCCX and Interactive Intelligence should use this solution.

7.10.3. When should I not position this solution? Do not position this solution in Elite/CMS installed base customers

looking to add AACC for multimedia capabilities and maintain their current Elite/CMS solution.

Do not position this solution with customers who have an immediate or near term need for more than 400 agents. Use enterprise pricing for this customer.

Do not position this solution with customers who have an immediate or near term need for the full Avaya Aura Contact Center application portfolio including the full capabilities of WFO, POM, Experience Portal, etc. Use enterprise pricing for this customer.

Do not position this solution with customers who need a significant level of customization or professional services. Use enterprise pricing for this customer.


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7.10.4. Why do we need this solution?

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.

7.10.5. Who are the key competitors in this market 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.

7.10.6. Do we have competitive marketing materials and sales tools? Full Marketing Collateral will be available

7.10.7. Do we have marketing materials and sales tools? Marketing materials including customer presentations, partner

presentations, solution brochures and playbooks are being developed and will be available in September.

7.10.8. What’s 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 Compliance Recording Port Announcement Port Dialog Port Screen Pop 1 Supervisor per 10 agents

29 Call recording includes the compliance recording for voice (connected via SIP) and does not include screen recording.30 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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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

7.10.9. What are the key Important Offer Notes? This is a bundled Software Only Offer – Hardware and other

components may need to exist already or be configured separately Email, Web Chat and Instant Messaging are enabled by default

with Multiplicity Email Agent can also be utilized for SMS Agent capability 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.

7.10.10. Is there a Resiliency Option?Yes, there is a special priced resiliency option for the AACC component only. Resiliencies on other bundled components are available for

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 phone32 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 Greeting34 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors35 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 Provisioning37 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit


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configuration and quotation – outside of the bundles. Currently this option provided Campus Resiliency only.

7.10.11. Who can sell this solution?All Avaya direct sales and business partners holding current AACC sales certifications.

7.10.12. Do Standard Partner Discounts apply?Yes- similar to AACC Enterprise Offer

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 port’s vs. 100 Voice Agents is a generous ratio. If a user requires a predominantly AAEP solution, recommend that a full AAPP solution is quoted (don’t use AACC-M)

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.

7.10.15. Is AACC-M compatible with Midsize Enterprise HA Beta?As a good “rule of thumb”, think of AACC-M as a capacity limited AACC Enterprise offer. In essence, the resiliency options available for AACC Enterprise are also available for the AACC-M offer

7.10.16. What is included in AACC-M Resiliency Option?Currently, if selected, campus resiliency is provided for Voice, Multimedia and CTI components. Please note that resiliency for WFO and AAEP components are not included but can be provisioned and quoted separately

7.10.17. How many servers are needed for AACC-M?It depends on the configuration and required functionality. For the AACC/AMS, one server is required (400 agents max). If Compliance Recording is required – add one extra server (400 ports max). If AAEP is required – add one extra Server (100 ports max). For resiliency, additional servers will be required. In all cases refer to the Planning & Engineering Guide for supported configurations and recommended server specifications.

7.10.18. Can we us the AACC-M Offer to provide Multimedia to Elite?Not recommended as AACC-M provides Inbound Voice Agent Capability also. Please use the “AACC Multimedia Complement to Elite” offer instead.


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7.10.19. Is this offer available for both CM5.2.1 as well as CM6?

As of May 2012, new AACC systems may only be ordered on CM6.

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.

7.10.21. Is AACC-M only for the CM/ME Platforms?The AACC-M offer is available for CM/ME 6 in SIP configuration, and CS1000 AML configuration

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

Essential Enterprise

Voice contacts Yes YesMultimedia

contactsNo Yes

Maximum voice agents

<100 CS 1000 TDM: <5,000CS 1000 SIP: <1500

Avaya Aura CM 5.2.1 SIP: <1000Avaya Aura CM 6.0.1 SIP: 3,000Avaya Aura MBT5.2.1 SIP: <300

Avaya Aura ME 6.1 SIP: <300Maximum Multimedia

Agents

Not supported 3000

Multi-site contact center

No Yes

Multi-server contact center

No Yes

High Availability standby server

No Yes

Networking No YesNetwork Control

CenterNo Yes

Report Creation Wizard (RCW)

No Yes

Service Oriented Architecture (SOA) web

services

No Yes

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).

Yes Yes


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Features and

InterfacesEssential Enterprise

Host data exchange (HDX)

No Yes

Database Integration

Wizard (DIW)

No Yes

Meridian Link Services (MLS) Host Enhanced Routing (HER)

No Yes

SOA Web Services (Open

Queue and Open Networking)

No Yes

Graphical call flows

Yes Yes

Integrated reporting

Yes Yes

Skills-based routing

Voice-only Yes

Universal queue Yes YesIntegrated music

and RANYes Yes

Default play prompts/ collect

digits

Yes Yes

Optional dialog (basic IVR) ports

Yes Yes

Unified reporting No YesHistorical reports

- call by callNo Yes

Historical reports - contact summary

reporting (CSR)

No Yes

Historical reports - access and

partition management

No Yes

Real-Time Basic Status API

No Yes


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8.1. Avaya Aura Contact Center 6.2 Supported switch configurations

Quantities 1 to 3 AACC in CS1000 AML configuration are supported on a single CS1000 platform. This is supported for phased upgrades, lab systems and production environments.

Quantity 1 only AACC in CS1000 SIP configuration is supported on a single CS1000 platform. Quantity 1- 2 AACC in CS1000 SIP configuration is supported on a single CS1000 platform for phased production environment upgrades only.

Quantity 1 only AACC in CS1000 SIP configuration is supported alongside a separate AACC in CS1000 AML configuration on a single CS1000 platform. This is supported for phased production environment upgrades and lab systems only.

Quantity 1 only AACC in SIP configuration is supported on a single Avaya Aura CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 platform.

AACC as a voice or MM contact center is not supported alongside any other Avaya CC product, including but not limited to AIC,CCE, and Elite, on a shared CM/SM/AES stack. The only exception is AACC as MM complement to Elite voice as detailed in Section 13.2, noting that AACC inbound voice, PPOB and routed IM are not supported with that configuration.

8.2. Avaya Aura Contact Center 6.2 Essential Base Software Packages

Each new Avaya Aura Contact Center 6.2 Essential system with 5 or more agents requires one base Avaya Aura Contact Center 6.2 Essential software package.

By default, each Base Package enables CCM, CCT and AMS software via the Keycode License.

For the Essential Offer, Announcement ports are now automatically provisioned – 1 for each Inbound Voice Agent.

Material Codes Description NotesNT9Y40DA EC) Avaya Aura® Contact Center Manager R6

Nodal Essential SIP Base System (EC)Enables CCM, CCT & AMS by default

259508 (ASD) AVAYA AURA® CC6 ESSNTL SIP SYS (ASD) Enables CCM, CCT & AMS by default

NT9Y40DB (EC) Avaya Aura® Contact Center Manager R6 Nodal Essential Base System (EC)

Enables CCM & CCT by default


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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.

Material Codes DescriptionNT9Y40AA (EC) Avaya Aura® Contact Center Manager R6 Nodal Enterprise Base System (EC)

NT9Y40CA (EC) Avaya Aura® Contact Center Manager R6 Nodal Enterprise SIP Base System EC)

259507 (ASD) AVAYA AURA® CC6 ENTPRS SIP SYS (ASD)


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8.4. Avaya Aura Contact Center 6.2 MLS Base Software Packages

An AACC system with only one agent is called an MLS (Meridian Link Services) system. This option is only supported on CS1000 switches and is typically used for connection of Call Recorders or 3rd party applications in a CS1000 AML environment when a full Avaya Aura Contact Center is not deployed.

Material Codes Description NotesNT9Y40BA (EC) Avaya Aura® Contact Center Manager

R6 MLS Base System (EC)All other options are disabled.

NT9Y40EA (EC) Avaya Aura® Contact Center R6 MLS CRQM 30 – 59 (EC)

Provision if quantity CR&QM channels in WFO is 30-59*

NT9Y40FA (EC) Avaya Aura® Contact Center R6 MLS CRQM R60 + (EC)

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. Voice Agents (Inbound) AACC 6.2 Essential Each AACC 6.2 Essential system must have 5 or more agents.

Nodal only offer – no options are available for selection such as Nodal, Standard or Networked.

CCT CC Devices will be automatically enabled in the license file on a 1:1 basis, matching the quantity of Inbound Voice Agents provisioned by the user.

For the Essential Offers, Announcement ports will now be automatically provisioned – 1 for each Inbound Voice Agent.

8.5.1. Voice Agent ValuesAn AACC 6.2 Essential system can have 5 to 100 Inbound Voice agents.

Voice Agent Rules


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NOTESMLS 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.

avaya.com

Default Quantity is 5; Max is 100 Quantity of Inbound Voice Agents Selected will also enable the same

number of CCT CC Devices in the License file

Material Code DescriptionNT9Y44LA (EC) Avaya Aura® Contact Center R6 Nodal Essential Voice Agent Increment 1-100

(EC)

NT9Y44LB (EC) Avaya Aura® Contact Center R6 Nodal Essential SIP Voice Agent Increment 1-100 (EC)

259851 (ASD) AVAYA AURA® CC6 ESSNTL SIP VCE AGT – order for Essential

8.6. Voice Agents (Inbound) CCM Enterprise

Each CCM Nodal system must have 10 or more agents.

Each Standard Voice Agent requires a minimum of Enhanced Service Package ACD ISM (CS1000 only)

Each Network Enabled Voice Agent requires a minimum of Premium Service Package ACD ISM. (CS1000 only)

8.6.1. Voice Agent ValuesA CCM Nodal system must have 10 Voice agents minimum, with maximum per the Capacity table (5000 for CS1000 AML, 1500 for CS1000 SIP, 300 for MBT5.2.1 SIP, 3000 for CM 6.0.1, 300 for Midsize Enterprise 6.1)

8.6.2. Voice Agent RangesAgent ranges have been eliminated

8.6.3. Voice Agent TypesCCM has two versions of voice agent – Standard or Networking.

8.6.4. Voice Agent Rules

1. The quantity of that voice agent range matches the number of new voice agents being added to the configuration.

2. In a Nodal CCM, all voice agents must be either Standard or Network Enabled.

3. Voice agent licences are now optional for a customer who wishes to purchase multimedia agents. Such agents may handle multimedia only, or voice plus multimedia.

Examples1) If 450 Standard (AML) Voice agents are required, the user requires 450 x NT9Y44DA Avaya Aura® Contact Center R6 Nodal Voice Standard Agent Increment -1


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2) If 450 network enabled voice agents are required, the user requires450 x NT9Y44JB Avaya Aura® Contact Center R6 Nodal Voice Networked Agent Increment -1

Order Codes

Material Code DescriptionNT9Y44DA

(EC)Avaya Aura® Contact Center R6 Nodal Voice Standard Agent Increment -1

NT9Y44JA (EC) Avaya Aura® Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 (EC)

NT9Y44JB (EC) Avaya Aura® Contact Center R6 Nodal Voice Networked Agent Increment -1 (EC)

NT9Y44RE (EC) Avaya Aura® Contact Center R6 Nodal SIP Voice Networked Agent Increment -1 (EC)

263152 (ASD) AVAYA AURA CC6 ENTP SIP VCE PER AGT

264644 (ASD) AVAYA AURATM CC6 NETWORKED VOICE PER AGT LIC:CU259851 (ASD) AVAYA AURA® CC6 ESSNTL SIP VCE AGT – order for Essential

NT9Y44RF (EC) Avaya Aura® Contact Center R6 Nodal SIP Voice Standard to Networked Agent transfer Increment _1 (Note – code applies to AML also)

264645 (ASD) Avaya Aura® Contact Center R6 Nodal SIP Voice Standard to Networked Agent transfer Increment _1


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NOTESCCMM 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 StatsVoice 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. Inbound Voice Networking

Inbound Voice Networking allows the distribution of inbound voice contacts across a network of multiple Avaya Aura Contact Centers. One instance of the Network Control Center must be deployed to administer the network.

One NCC supports up to 30 AACC network nodes.

The ME 6.1 platform is only supported as a standalone node with a single AACC 6.2 and is not supported as a node in an AACC network.

Network Control Center (NCC)

One NCC must be provisioned to administer the network and report upon networked voice activity.

Networked agents are a prerequisite for the NCC option.

Rules Order qty 1 NT9Y41DA within EC, or Order qty 1 264643 within ASD

Material Code DescriptionNT9Y41DA (EC) Avaya Aura® Contact Center Manager R6 NCC System (EC)264643 (ASD) AVAYA AURA® CC6 NETWORKED BASE SYSTEM LIC:CU (ASD)

8.8.

Avaya Aura Agent Desktop embedded Soft phone

The AACC 6.2 version of the Avaya Aura Agent Desktop includes integration of the previously released AACC 6.1 Agent Desktop and key functionality of Avaya OneX Agent Desktop into a single unified agent desktop.

8.8.1. For CS1000 AML and CS1000 SIP configurations: Avaya Aura Agent Desktop is provisioned automatically for each Voice and MM agent by provisioning the Inbound Voice and MM agent licencing. The embedded soft phone option is not available for CS1000 configurations.


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NOTESSupported 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 6.2Not supported for CM 5.2.1 / MBT 5.2.1 / ME 6.1 configurations.

Multimedia networking not supported at this time.

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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 extension’s 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 VoIP3) 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).

8.8.3. Soft phone License RulesThe key rules are as follows

1. Qty 1 of the Soft phone licence must be purchased for each agent handling voice who request to use Avaya Aura Agent Desktop voice mode 2 (My Computer).

2. The licence is not required for agents that only handle MM.3. Not supported with CS1000 AML or SIP 4. Enterprise Offer Only5. Min Value : 10 (if selected)6. Max Value : Max Inbound Voice Agent

ASD provisions one IP_Agent_Type9 CM licence per Embedded Softphone.


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NOTEIM and PPOB are not supported in Elite voice / AACC

MM complement configurations.

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Material Code Description

265843 (ASD) AGT DSKTP 6.X SOFTPHONE PER AGT PLDS (ASD)

8.9. Agent Greeting

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.

8.9.1. Agent Greeting licence rulesThe key rules are as follows:

1. Supported with CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 and CS1000 SIP configurations only. Not supported with CS1000 AML configurations.

2. Supported for Enterprise offer only.3. New System Order: The Number of Agent Provisioned must be less

or equal to the Max # of Inbound Voice Agents. Min value = 10; max = 5000.

4. Addition/Expansion Order: The Number of Agent Provisioned must be less or equal to the Max # of Inbound Voice Agents. Min value = 10; max = 5000 – including Agent Greeting Licences already installed/existing

5. AMS Requirements (No change for NES EC) If this is a new Agent Greeting Solution, for Avaya ASD only, provision the following: 1 By MAS Base Licence (PLDS Agent Greeting System) 1 AACC SIP Access Port per 10 Agent Greeting Licences

Material Code DescriptionNT9Y40RA (EC) Avaya AuraTM Contact Center R6 Agent Greeting Base System (EC)


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NOTESSupported 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.

NOTESSupported for CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1

and CS1000 SIP configurations.Not Supported with CS1000 AML configurations.

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NT9Y44OA (EC) Avaya AuraTM Contact Center R6 Agent Greeting Licence - 1 (EC)

263221 (ASD) AVAYA AURA CC6 AGT GREETING SYS (ASD)

263520 (ASD) AVAYA AURA CC6 AGT GREETING PER PT (ASD)

8.10. AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML)

Avaya Aura Offsite Agent 6.2 (AAOA) supports the NES CS1000 software releases 5.0-7.5 in an AML configuration for the AACC Enterprise offer (not valid for Essential). Within the AML configuration the following additional components are required:

E1/T1 Lineside Cards A dial path for the offsite agent locations SIP Trunk Capability

To provide routing to the offsite agents, AAOA uses ports on a Lineside T1/E1 card to communicate with the Communication Server 1000. AAOA also uses CCT provide call control on the ports, which means each ports must also be AST enabled.

For the outbound calls, towards the offsite agent’s remote telephone, a SIP trunk is used from the AAOA / AMS server to the CS1000, thus SIP trunk licenses are also required in the CS1000. Offsite Agent operates on a telephony architecture that is SIP-only. In order to enable communication between the Offsite Agent server and a CS1000, you must install a TDM-SIP gateway. Offsite Agent Release 6.2 supports only the Audiocodes Mediant 2000 gateway.

The following table illustrates the compatibility of Avaya Aura Offsite Agent 6.2

Offsite Agent

Version

AMS version

CCMS Version

CS1000 Version

TDM-SIP Gateway

Avaya Aura Contact

Center 6.2

7.0 (part of AACC 6.2)

Avaya Aura Contact

Center 6.2 (AML)

5.05.56.07.07.5

Audiocodes Mediant 2000:1-, 2-, 4-, 8-span versions

8.10.1. AAOA 6.2 Order Codes for CS1000 AML deployments

Avaya Aura Offsite Agents (AAOA 6.2) for CS1000 AML


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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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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. PrerequisitesAvaya 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 DescriptionNT9S14GA (EC) Avaya Aura Offsite Agent Base System (EC)NT9S21PA (EC) Avaya Aura Offsite Agent 1 Agent Increment (EC)

Provisioning Rules

1. CCT Base Pkg & Devices2. 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.

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


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NOTESSupported for CS1000 AML configurations.

Not Supported with CS1000 SIP configurations.

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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 auto-provision a 1:1 relationship of CCT devices for Multimedia to Offsite Agent.

Each AAOA Agent requires a minimum of 1 CC Voice Agent.

8.11. Avaya Aura Offsite Agent (AAOA) for Avaya CM

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 extension’s 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

VoIP3) 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 launching the Avaya Aura Agent Desktop. The agent experience at the


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NOTE Gateways may be purchased directly from

Audiocodes.

NOTESupported for CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 /

ME 6.1 configurations.CCMM is required for AAOA for CM

Configurations

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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 Description263159 (ASD) AVAYA AURA® CC6 OFFSITE AGT SYS (ASD)263339 (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 DescriptionNT9Y44PA (EC) Avaya Aura® Contact Center R6 Supervisor License - 1 (EC)

259650 (ASD) 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 NotesNT9Y41HA

(EC)Avaya Aura® Contact Center R6 Report Creation

Wizard (RCW) First 4 Additional Users (EC)First 4 extra users.


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Material Code Description Notes

NT9Y41JA (EC)

Avaya Aura® Contact Center R6 Report Creation Wizard (RCW) Users (Bundle of 5) (EC)

Used for 10, 15, 20, 25 users.

259515 (ASD) AVAYA AURA® CC6 RPT RTR 1ST 4 USERS (ASD)

First 4 extra users.

259516 (ASD) AVAYA AURA® CC6 RPT RTR 5 USERS (ASD Used for 10, 15, 20, 25 users.


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9. AACC High Availability

Avaya Aura® Contact Center supports High Availability resiliency for Contact Center Manager Server (CCMS), Communication Control Toolkit (CCT), Contact Center Multimedia (CCMM), Avaya Media Server, and Contact Center Manager Administration (CCMA). Avaya Aura® Contact Center supports campus High Availability for fault tolerant and mission critical contact centers. Optionally Geographic standby functionality is supported for some configurations.

Refer to the Planning & Engineering guide, chapter 23, for full details on the supported High Availability configurations and operation. Refer to the sections listed below for the ordering rules and codes for the required configuration.

Discontinued High-Availability Options effective 24 April 2012.In keeping with the end of new systems sales for older Avaya Aura Unified Communications platforms, upgrade or expansion to “High Availability” will no longer be orderable for the following configurations: High Availability and Warm Standby options for Avaya Aura Contact Center on

Avaya Aura Communication Manager 5.2.1 High Availability and Warm Standby options for Avaya Aura Contact Center on

Avaya Aura Mid-size Enterprise 5.2.1 (“MBT 5.2.1”) High Availability and Warm Standby options for Avaya Aura Contact Center on

Avaya Aura Communications Server 1000 – Releases 5.0, 5.5 and 6.0 (AML implementations)

High Availability and Warm Standby options for Avaya Aura Contact Center on Avaya Aura Communications Server 1000 – Releases 5.0, 5.5, 6.0, 7.0, 7.5 (SIP implementations)

AACC 6.2

CM5.2.1 /SES 5.2.1/AES 5.2.1 Campus Warm Standby High Availability (Sections 8.1, 9.2,10.5)

Geographic High Availability not supported

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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Aura CM 6.0.1 / SM 6.1 / AES 6.1

Campus Mission Critical High Availability (Sections 8.2, 9.3, 10.6)

Geographic High Availability (Section 8.3)

ME 6.1 Campus and Geographic High Availability not supported

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.


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Avaya Aura Contact Center 6.2 supported CS1000 campus HA configuration showing optional Remote Geographic Node (AML only).

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.


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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. CCM Standby Server

CCM Standby Server is an optional feature to provide campus resiliency for CCM 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.

CCM Standby Server does not apply to Avaya Aura® Solution for Avaya CM 6.0.1. Refer to section 8.2 for the Mission Critical High Availability supported with that configuration.

CCM Standby Server is not available for Avaya Aura® Solution for Midsize Enterprise 6.1.

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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NT9Y41AA (EC)

Avaya Aura® Contact Center Manager R6 Enhanced Standby Server (EC)

259513 (ASD) 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. CCM Campus Hot Standby (CM 6.0.1)

Hot Standby Server is an optional feature for CM 6.0.1 deployments to provide Mission Critical High Availability for CCM. Refer to the product documentation for further information.

Rules Order qty 1 263222 for CM 6.0.1


263222 (ASD) 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.

9.3. CCM Geographic Standby Server Options (CS1000 AML and CM 6.0.1)

Geographic Standby Server is an optional feature for CS1000 AML and CM 6.0.1 configurations to provide AACC geographically dispersed standby server functionality.

CM 6.0.1 and CS 1000 AML configurations requiring Geographic Standby Server, Enhanced Standby Server (i.e. Campus High Availability) must also be


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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.

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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


NT9Y41BA (EC)

Avaya Aura® Contact Center Manager R6 Geographic Redundancy Standby Server (EC)

259514 (ASD) AVAYA AURA® CC6 GEOGRAPHY STANDBY SERVER LIC:CU (ASD)

9.4. CCM NCC Standby Server Package

NCC Standby Server is an optional feature to provide standby functionality for the NCC (Network Control Center).

One NCC Standby Server package per NCC is allowed.

Rules Order qty 1 NT9Y41EA for CS1000 configurations Order qty 1 264646 for CM 6.0.1 configurations


NT9Y41EA (EC)

Avaya Aura® Contact Center Manager R6 NCC Standby Server System (EC)

264646 (ASD) AVAYA AURA® CC6 NETWORKED HOT STNDBY SRVR LIC:CU (ASD)


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NOTESSupported 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.

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10. Communication Control Toolkit (CCT) CTI Provisioning

Each new CCT system requires one base CCT software package.

The zero charge part code “Avaya Aura® Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and AAOA” is automatically provisioned for CCMM and AAOA orders.

Material Code Description Notes

NT9Y40JA (EC) Avaya Aura® Contact Center Communications Control Toolkit R6 Nodal Base System (EC)

NT9Y40KA (EC)

Avaya Aura® Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA (EC)

Only used for CCMM / AAOA / Essential

264649 (ASD) AVAYA AURA® CC6 CCT SIP SYS (ASD)

10.1.CCT Device Rules CCT CC and KW device increment code ranges have been removed and replaced by a 1 device equivalent codeThe CCT CC devices are automatically provisioned for each CCMM agent.

10.1.1. Device TypesCCT has five types of devices:

Knowledge Worker (KW) Contact Center (CC) IVR IVR Data IVR Contact Center Interfaces

10.1.2. Device Rules

1. Knowledge Worker and Contact Center devices are exclusive of each other.

2. Only one KW or CC device range code is required. The quantity of that device range matches the number of new device being added to the configuration.

3. A CCT system with Knowledge Worker devices can expand the device level to CC devices.

4. IVR Data and IVR Contact Center Interfaces require IVR devices. If all are selected, all must have equal values.

5. KW devices do not require CCM. 6. KW devices do require a MAC address. The MAC address fields

should be displayed for KW device quotes


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NOTESSupported for CS1000 only for AACC 6.0, 6.1

Supported with CS1000 and CM 6.0.1 with AACC 6.2Not supported for CM 5.2.1 / MBT 5.2.1 / ME 6.1 configurations.

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7. Each Multimedia Agent requires a CCT CC device which is

automatically provisioned. 8. The number of CCT CC devices to be provisioned equals the

lowest of the following values:a) The number of CCMM agentsb) the number of Elite Voice agents utilizing AAADc) the number of CCM Voice Agents (inbound)

Material Codes Description NotesNT9Y46AB (EC) Avaya Aura® Contact Centre Communications Control Toolkit

R6 Contact Center Device Increment -1 (EC)NT9Y46FB(EC)

Avaya Aura® Contact Centre Communications Control Toolkit R6 Knowledge Worker Device Increment -1 (EC)

NT9Y46LA(EC)

Avaya Aura® Contact Center Communications Control Toolkit R6 Contact Center Device for CCMM and CCOA Agent - 1 Device (EC)

Only for CCMM / AAOA Agents.

NT9Y46MA (EC) Avaya Aura® Contact Center Communications Control Toolkit R6 - 1 IVR Device Increment (EC)

NT9Y46NA (EC) Avaya Aura® Contact Center Communications Control Toolkit R6 - 1 IVR Data Device Increment (EC)

NT9Y46PA(EC)

Avaya Aura® Contact Center Communications Control Toolkit R6 - 1 IVR-CC Device Increment (EC)

263539 (ASD) AVAYA AURA® CC6 CCT DEVICE PER DEVICE (ASD)

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

Simple URL based Out-of-the-box Screen Pop for Salesforce.com

No Yes Yes Yes via CCT for AACC MM, and OneX for Elite voice

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:




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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.

CCT Standby Server is not available for Avaya Aura® Solution for Midsize Enterprise 6.1

Rules 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.

Material Codes Description

NT9Y43AA (EC) Avaya Aura® Contact Center Communications Control Toolkit R6 Standby Server (EC)

259656 (ASD) 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.

10.3.CCT Hot Standby Server Package (CM 6.0.1)

CCT Hot Standby Server is an optional feature for CM 6.0.1 deployments to provide Mission Critical High Availability for CCT. Refer to the product documentation for further information.

RulesOrder qty 1 263226 for CM 6.0.1


263226 (ASD) Avaya AuraTM Contact Centre Communications Control Toolkit 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 CCT Geographic Redundancy code.


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10.4.AST’s (apply to CS1000 only) One AST (associated set type) ISM parameter is required per device to be monitored / controlled by CCT. AST’s should be provisioned on the CS1000 via the EC tool as required.


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This DOES NOT apply to Avaya Aura® Solution Midsize Enterprise 6.1 or other configurations.

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11. Contact Center Multimedia (CCMM) Provisioning

For an AACC Solution with Inbound Voice Agents and Multimedia Agents, one of the following Base Software Packages is required


NT9Y40LA (EC) Avaya Aura® Contact Center Multimedia R6 Nodal Base System (EC)

259510 (ASD) AVAYA AURA® CC6 MMED SYS (ASD)

11.1. AACC Multimedia standalone and AACC Multimedia complement to Elite voice

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 DescriptionNT9Y40HA (EC) Avaya Aura® Multimedia Contact R6 Nodal Base System (EC)263154 (ASD) 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.

11.2. CCMM Agents

11.2.1. Agent ValuesEach agent type can have 0-3000 agents (CS1000 & CM 6.0.1), 1000 agents (CM 5.2.1) or 300 agents (MBT 5.2.1 and ME 6.1).


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NOTEIM and PPOB are not supported in Elite voice / AACC MM

complement configurations.

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11.2.2. Agent RangesCCMM agents are ordered as a multiple of the single agent code.

11.2.3. Full AACC and Multimedia-Only Offer Agent Types

Multiplicity included by default with all Multimedia agents New Multimedia Agent Offer as Follows

o Email Agent with Multiplicityo SMS Agent with Multiplicityo Web Chat Agent with Multiplicityo New Multimedia Agent Bundle with Multiplicity

(Includes 1 Email Agent ,1 Web Chat Agent,1 SMS Agent)o Preview / Progressive Outboundo IM

11.2.4. Elite voice / AACC MM Complement Agent Types

Multiplicity included by default with all Multimedia agents New Multimedia Agent Offer as Follows

o Email Agent with Multiplicityo SMS Agent with Multiplicityo Web Chat Agent with Multiplicityo New Multimedia Agent Bundle with Multiplicity

(Includes 1 Email Agent ,1 Web Chat Agent,1 SMS Agent)

11.3. Multimedia Agents Guidelines

All Multimedia Solutions require the following base packages: CCMM Base Software CCT Base Software

Each Multimedia Agent requires: Qty 1 CCT CC Device


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Note The 09 December 2011 Planning & Engineering guide decreased the Web Chat capacity to 500 for all non MBT/ME configurations. The Offer definition has been updated to match. Forthcoming ASD and EC updates will implement this new capacity limit. Existing Web Chat MBT and ME limits remain at 300.



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11.3.1. Email Agents

Email with Multiplicity - Includes 1 Email Agent (covering FAX messages, Voice mail messages, and scanned document messages).

Email Agents requires the following base packages:o CCMM Base Softwareo 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.

11.3.2. Web Chat AgentsWeb Chat with Multiplicity - Includes 1 Web chat Agent

Web Chat Agents requires the following base packages:o CCMM Base Softwareo CCT Base Software

Each Web Chat Agent requires:o Qty 1 CCT CC Device

These devices can be shared with Email, SMS, PPOB, Multimedia Bundle and IM agents.

Web Chat + MM Bundle agent CCMM section – add these notes on Web Chat capacity

AACC can support up to 500 concurrent web chat sessions between agents and customers. This can be configured as 500 individual agents, each handling a single web chat contact; or 100 agents, each handling 5 concurrent web chat sessions; or any multiplicity configuration not exceeding 500 concurrent chat sessions. For capacity requirements beyond 500 sessions, Routed IM is preferable. This can be achieved via integration with Avaya Presence Services or Microsoft OCS. Avaya can provide, via DevConnect, an example application demonstrating how Routed IM can be incorporated into your website, thereby eliminating the need for the end users to be registered on your IM server.


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11.3.3. SMS AgentsSMS with Multiplicity - Includes 1 SMS Agent

SMS Agents requires the following base packages:o CCMM Base Softwareo 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.

11.3.4. Preview / Progressive Outbound (PPOB) AgentsPreview Progressive Outbound with Multiplicity – Includes 1 PPOB Agent

PPOB Agent requires the following base packages : CCMM Base Software CCT Base Software

Each PPOB Agent requires: Qty 1 CCT CC Device Qty 1 Inbound Voice agent

These devices can be shared with Email, Web chat, SMS, Multimedia Bundle and IM agents.


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NoteThe 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.

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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11.3.5. Multimedia Bundle Agents

Multimedia Agent Bundle with Multiplicity - Includes 1 Email Agent+1 Web Chat Agent+1 SMS Agent

MM Agents requires the following base packages: CCMM Base Software CCT Base Software

Each MM Bundle Agent requires: Qty 1 CCT CC Device

These devices can be shared with PPOB and IM agents

11.3.6. Instant Messaging (IM) AgentsIM as a routed contact type is supported for OCS 2007 for CS1000 and Avaya Aura CM 6.0.1 configurations, and Avaya Aura® Presence Server 6.1 for Avaya Aura CM 6.0.1 configurations.

IM Agent with Multiplicity - Includes 1 IM Agent

IM requires the CCMM Base Software CCT Base software

Each IM Agent requires: Qty 1 CCT CC Device

These devices can be shared with PPOB Agents, Multimedia Agents

Note: In addition to the licenced IM as a routed contact type described above, the Avaya Aura Agent Desktop also supports agent peer-peer IM in SIP configurations in tandem with Avaya Aura Presence Server 6.1.


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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.

NOTEIM and PPOB are not supported in Elite voice /

AACC MM complement configurations.

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The supported functionality is similar to that of the peer-peer IM previously supported with One X Agent for Elite, excluding desktop sharing which is not supported with AAAD. The table details the support position and licencing position for the two types of IM.

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.

11.4. CCMM Agent Rules

Each MM agent type can have different agent values. A minimum of 10 CCMM Agents of a given type must be

provisioned. All CCMM agent types require the CCT base software.

CCMM Standard Agent Increments


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AACC Configuration

IM as routed contact type

Agent Peer-peer IM in tandem with Avaya

Aura Presence Server 6.1

CS1000 AML No NoCS1000 SIP Yes for OCS 2007 Yes (note*)CM 6.0.1 Yes for OCS 2007 and

Avaya Aura Presence Server 6.1

Yes (note*)

AACC as MM complement to Elite voice

No Not with AACC 6.2 (SP4).

Yes with Service Pack 5 (SP5)

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NT9Y45DA (EC) Avaya Aura® Contact Center R6 Email With Multiplicity Agent - 1 (EC)

NT9Y45FA (EC) Avaya Aura® Contact Centre Web Chat With Multiplicity R6 Agent - 1 (EC)

NT9Y45GA (EC) Avaya Aura® Contact Centre SMS With Multiplicity R6 Agent - 1 (EC)

NT9Y45EA (EC) Avaya Aura® Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent – 1

NT9Y45VA (EC) Avaya Aura® Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment – 1

NT9Y45QA (EC) Avaya Aura® Contact Centre Instant Messaging R6 Agent - 1 (EC)

263155 (ASD) AVAYA AURA® CC6 EMAIL W/MULTI PERAGT (ASD)263157 (ASD) AVAYA AURA® CC6 WEB CHAT W/MUL PERAGT (ASD263156 (ASD) AVAYA AURA® CC6 SMS W/MULTI PER AGT (ASD)263224 (ASD) AVAYA AURA® CC6 PREV POBA PER AGENT (ASD)263158 (ASD) AVAYA AURA® CC6 MMED BUNDLE PER AGT (ASD)263223 (ASD) AVAYA AURA® CC6 IM PER AGENT (ASD)

11.5. CCMM Standby Server Options

CCMM Standby Server is an optional feature to provide campus resiliency for CCMM for the following configurations:




CCMM Standby Server does not apply to Avaya Aura® Solution for Avaya CM 6.0.1. Refer to section 10.6 for the Mission Critical High Availability supported with that configuration.

CCMM Standby Server is not available for Avaya Aura® Solution for Midsize Enterprise 6.1

Rules

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.

Material Code

Description


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NT9Y42AA (EC) Avaya Aura® Contact Center Multimedia R6 Standby Server (EC)

259517 (ASD) 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.

11.6. CCMM Hot Standby Server for CM 6.0.1

CCMM Hot Standby Server is an optional feature for CM 6.0.1 deployments to provide Mission Critical High Availability for CCMM. Refer to the product documentation for further information.

RulesOrder qty 1 263225 for CM 6.0.1

Material Code

Description

263225 (ASD)

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.


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12. SOA Developer Interface Kit

The SOA Developer Interface Kit enables the following real time SOA/Web Services interfaces in the Avaya Aura® Contact Center 6.2 production system.

Customers and Developers should contact the Avaya DevConnect Program to obtain further information and support in utilizing these capabilities.

12.1.Developer Community InformationAvaya Aura® Contact Center 6.x on Avaya DevConnecthttps://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads

12.2.ProvisioningProvision qty one of the following order codes per CCM system to enable the following interfaces:

CCT Web ServiceBoth 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 SOAP2-based 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.


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This DOES NOT apply to Avaya Aura® Solution Midsize Enterprise 6.1 or other configurations.


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Open Queue Web ServiceThis 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 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 NetworkingThis 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.

Material Code DescriptionNT9Y41PA (EC) Avaya Aura® Contact Center SOA Developer Interface Kit (EC)259720 (ASD) AVAYA AURA® CC6 SOA DEV KIT (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.

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)

13.1.Avaya Media Server (AMS)The Avaya Media Server (AMS) is an integrated part of the Avaya Aura® Contact Center 6.2 in SIP deployments. It provides a robust, scalable software platform for hosting multimedia applications. The platform is designed for generic multimedia processing, and is based on standard open protocols. TheAMS is leveraged by the Contact Center for all aspects of customer-in-queue treatments (Tones, RAN, Music, and IVR). The AMS software may be co-resident with Avaya Aura® Contact Center 6.2 or deployed onto a separate server(s) depending on the required configuration and results of the Avaya Aura® Contact Center 6.2 Capacity Tool.

CallPilot and Meridian Mail do not support SIP and hence are not supported by SIP-Enabled versions of Contact Center

Multiple AMS may be configured with Avaya Aura® Contact Center 6.2 as required to handle high capacity.

Three pre-configured services are orderable for the AMS element of Avaya Aura® Contact Center 6.2.

13.1.1. AMS SIP CC Conference ServiceThis service is an ad-hoc conference with contact center specializations such as:

ability to selectively mute and un-mute to support supervisor features such as Barge in Tone and Observe

ability to transfer Dual Tone Multi Frequency (DTMF) digits across the conference from the customer to the IVR service

ability to identify when a supervisor has joined a call


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NOTE In previous AACC releases, the Avaya Media Server (AMS) component was previously known as Media

Application Server (AMS).

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13.1.2. AMS SIP CC Announcements Service

This service provides the ability to invoke tones, music, and recorded announcements (RAN). These services are invoked by scripting commands such as GIVE RAN, GIVE MUSIC, GIVE RINGBACK.

13.1.3. AMS SIP CC Dialog ServiceThe Dialog service supports advanced media treatments including Interactive Voice Response (IVR) features such as Play Prompt and Collect Digit and Play Prompt) The Dialog service is invoked use the GIVE IVR scripting command.

13.2.Announcement Ports (Calls In Queue)For AACC 6.1 and 6.2, Announcement ports are provisioned automatically for all SIP Inbound Voice Agents, qty 1 per agent.

13.3. Dialog Ports (SS Ports)

This is a feature that enables dialog ports on the AMS that are controlled by the Contact Center Manager scripting (e.g.: Give IVR). Used to add voice clips such as "Your account balance is…”

AMS SIP CC Dialog ports are ordered using license:

Material Code DescriptionNT9S36HB

(EC) MAS SIP CC Dialog Service 1 port (EC)

259858 (ASD)AVAYA AURA® CC6 ESS MAS SIP DIALOG PT (ASD)

259659 (ASD)AVAYA AURA®CC6 ENT MAS SIP DIALOG PT (ASD)

Engineering Rules Order x times the license bundles above and For each dialog port provision 1 AMS CC License port These ports are supplied in increments of 1: AMS SIP CC License 1 port NT6W/9S36AB

SIP AACC 6.2 Essential Maximum 50 for all platforms

SIP AACC 6.2 Enterprise Can be shared on the same AMS as SIP CC License and

Announcement Ports or a dedicated AMS Maximum 300 for MBT 5.2.1/ME 6.1, 1000 for CM 5.2.1, 3000 for

Aura 6.1, and 1500 for CS1000 SIP


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13.4.AMS Server Ports Licencing Ordering and Deployment Rules

AMS Licensing is required to provision the necessary number of conferencing ports for SIP calls, plus the required qty of Announcement ports, Dialog ports, Agent Greeting Ports and WFO Ports, all of which consume AMS Port licences.

AMS is required and supported for CM 5.2.1/MBT 5.2.1/CM 6.0.1 and ME 6.1 configurations

AMS is not required or supported in CS1000 AML/MM Standalone or Elite complement configurations

Currently each AMS Server has a capacity of 1000 concurrent agents.

Provisioning Rules

For each Inbound Voice Agent provision qty 3.5 (for CS1000, CM 5.2.1, MBT 5,2,1) or qty 4.0 (for Aura 6.1, ME 6.1) AMS SIP CC Licenses.

(Note: includes qty 1 bundled Announcement Port per agent) plus For each Dialog port provision qty 1 AMS SIP CC Licenses plus For every 10 Agent Greeting licences provision qty 1 AMS SIP CC

Licenses plus For each WFO port provision qty 1 AMS SIP CC Licenses

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 AMS – Windows AMS – LinuxSingle Server Supported Not Supported

Non-HA Supported Supported

Warm Standby HA (CM 5.2.1/ MBT 5.2.1/ CS1000 SIP/ MM Standalone and Elite complement)

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

Mission Critical HA (CM 6.0.1 only)

Not Supported Supported in AMS HA mode. (2 Linux AMS servers in 1+1 hot standby)


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NOTESThe 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. Switching Platform Provisioning

Discontinued “New Systems” Configurations as of 12th April 2012The following older versions of Avaya Aura Unified Communications platforms are no longer supported for the ordering of new Avaya Aura Contact Center solutions: Avaya Aura Communication Manager – Release 5.2.1 Avaya Aura for Midsize Enterprises – Release 5.2.1 (MBT 5.2.1) Avaya Aura Communications Server 1000 – Releases 5.0, 5.5, 6.0 (Avaya Aura

Contact Center AML implementations only) The SIP implementation of Avaya Aura Contact Center on Avaya Aura

Communications Server 1000- Releases 5.0, 5.5, 6.0, 6.5, 7.0

Note: Existing systems continue to be supported as sold per the published Lifecycle policy and schedule.

The switching platform provisioning rules are detailed for the following configurations

Avaya Aura® 5.2.1 Configurations for AACC 6.0, 6.1, 6.2 Avaya Aura® Contact Center 6.1, 6.2 (as Multimedia Complement to Elite

voice) provides support for the Avaya CM 3.x, 4.x and 5.2.1 switching platform.

Avaya Aura® Contact Center 6.1, 6.2 as standalone Multimedia only system Avaya Aura® 6.1 Configurations for AACC 6.2 (with AACC voice) CS1000 Configurations for AACC 6.0/6.1/6.2 SIP CS1000 configurations for AACC 6.0/6.1/6.2 AML

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 must be deployed (earlier and later release are not currently supported) AES 5.2.2 must be deployed (earlier and later release are not currently supported) SES 5.2.1 must be deployed (earlier and later release are not currently supported)

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.

1. SIP trunks Avaya Inc. – Proprietary.

Use pursuant to the terms of your signed agreement or Avaya policy.

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2.5 X Qty. Inbound Voice Agents PLUS 1 X Qty. Dialog Ports PLUS1 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 5.2.1Licenses 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)

229767 (ASD)UCE R5.2.1 STD/W CMEE MBT NEW SEAT 1 (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 ResourcesEnsure 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 componentsThe 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 Avaya Aura® SIP Enablement Services 5.2.1 – Supported and

mandatory componentAvaya Inc. – Proprietary.


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Avaya Aura® Application Enablement Services 5.2.2 – Supported

and mandatory componentAvaya 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

14.1.3. Avaya Aura® for Midsize Enterprises 5.2.1Avaya Aura® for midsize enterprises 5.2.1 is supported. This configuration supports up to 300 active agents.

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.

14.3. Avaya Aura® Contact Center 6.1, 6.2 as standalone Multimedia only system


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NOTES IM and PPOB contact types are not supported with this

configuration. Refer to the Product Documentation for full details.

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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.

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 supportThe 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

14.4.2. CM 6.0.1 RequirementsThe CM 6.0.1 Software application is required.

14.4.3. AES 6.1 RequirementsThe AES Software application is required.

For each Avaya Aura® Contact Center 6.2 agent, provision the following:

1 By “Avaya one-X-UC All Inclusive” license.

ProvisioningLicenses for UC All Inclusive are included in the Avaya Aura® 6.1 Enterprise Edition and in the Avaya Aura® for Midsize Enterprises MBT 6.1 Enterprise Edition for every seat of Avaya Aura® purchased. For Avaya Aura® 6.1 Standard Edition provision the required qty of the following codes:

Material Code

AES 6.1 STANDARD Edition

229001 (ASD)

UCE R6.0.1 STD/W CM 6.0.1 NEW SEAT 1

229002 (ASD)

UCE R6.0.1 STD/W CM 6.0.1 ADD SEAT 1


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NOTES Inbound Voice, IM and PPOB contact types are not

supported with this configuration. Refer to the Product Documentation for full details.

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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 6.0.1o 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 PLUSo qty 3 Session Manager SIP Session Licence PLUSo 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

ProvisioningBased 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

AES 6.1 STANDARD Edition

264231 (ASD)

SM R6.X SIP CONNECTION LIC ENTITLE

Based on the calculation, provision the relevant quantity of Session Manager SIP Session licences

14.4.5. DSP Resources Ensure that adequate DSP resources are provisioned on the Avaya Aura® 6.1 system for the required call capacity and call flows.


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NOTES The quantity of Avaya one-X-UC All Inclusive licenses

is automatically calculated by ASD.

No other AES specific Licencing is required.

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14.5.CS1000 Configurations for AACC 6.0/6.1/6.2 SIP

Avaya Aura® Contact Center 6.0/6.1/6.2 Enterprise SIP Agent or Essential SIP Agent requires an updated CS1000 License File to be generated and issued containing the required number of Converged Office and SIP CC Access License ports. These CS1000 Converged Office and SIP CC Access License ports are chargeable.

The following items need to be provisioned on the CS1000

1. For each SIP Enterprise or Essential Inbound Voice Agent provision the following item automatically on the CS1000:

1 x Converged Office User License – Enhanced or Premium – depending on selection in the Software screen.


NTE980UA (EC)

Converged Office Enhanced User License for Microsoft OCS 2007 (EC) OR

NTE980VA (EC)

Converged Office Premium User License for Microsoft 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 PLUSo 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 DescriptionNT9S36EB (EC) SIP CC Access License (EC)

14.6.CS1000 Configurations for AACC 6.0/6.1/6.2 AMLAvaya Aura® Contact Center 6.0/6.1/6.2 Enterprise Agent or Essential Agent requires an ACD ISM license for every telephone set which will be acquired / used by agents of AACC.

AST ISM licenses are required for telephone sets used by agents who are handling multimedia contacts (i.e. via AAAD), or telephone sets using CCT or other CTI applications. (Other applications such as Avaya Contact Recording also require that the telephone set be provisioned with an AST ISM.)


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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.

15.1.CCM Expansions

Additional CCM agents and any of the optional features can be added to a CCM Expansion or Upgrade configuration using the new system codes.

15.2.CCT ExpansionsAdditional CCT devices and any of the optional features can be added to a CCT Expansion or Upgrade configuration using the new system codes.

15.3.KW to CC Device Upgrades:Provision qty 1 of the following per Device upgrading from KW to CC

Material Code DescriptionNT9Y46QA (EC)

Avaya Aura® Contact Center Communications Control Toolkit R6 KW-CC Upgrade - 1 Device (EC)

15.4.CCM Agent Reduction CodeCustomers with Avaya Aura® Contact Center 6.2 CCM may reduce the number of agents by ordering the required qty of agent reduction codes, qty 1 per agent.


NT9S92AA (EC)

Inbound Voice Agent Reduction (EC)


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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.

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.

16.1.Avaya NES CCM & NES CCE UpgradesFollowing product upgrades are supported to AACC 6 CCM:

SCCS 5.0 & Pre SCCS 5.0 CCM 6.0, 7

Following product upgrades are supported to AACC 6 Essential: Pre NES CCE 7 NES CCE 7

16.1.1. Cross-Product Checks on Upgrades If any of CC 7, 6.0, SCCS, SWCP or TAPI 3.0/CCT 5.0 are being upgraded to AACC 6, all other applications that are tied to that switch must be upgraded to AACC 6 as well. This rule applies to Upgrades via the switch paths and Applications Only Upgrades.

Enterprise CCM Base Upgrade Software Packages – FBP/Eng Codes


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NOTENo 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.

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Existing Release

Proposed Release

Base Upgrade

Pkg.

MLS Upgrade

NCC Upgrade

Standby Server

Upgrade

NCC Standby Server

UpgradePre-AACC 6.0

AACC 6 NT9Y50AA NT9Y50BA NT9Y50CA NT9Y50DA NT9Y50EA

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 CodesExisting Release

Proposed Release

Base Upgrade Pkg. Description

Pre-AACC 6.0

AACC 6 NT9Y50SA NES CCE 7 to AACC 6.0 Essential Base Upgrade

16.2.CCM Agent Upgrade Codes – FBP/Eng Codes

Customers must upgrade a minimum of 10 CCM or SCCS agents to AACC 6.0 CCM voice agents. The maximum they can upgrade is equal to the number of installed CCM or SCCS agents. They can upgrade fewer than the installed value resulting in an AACC system of the required agent count.

Installed CCM agents are upgraded to the same level in AACC 6.0 CCM i.e. Nodal to Nodal.

If the installed SCCS has CCS100 or CCS200, the agents are upgraded to AACC 6.0 CCM Nodal agents. If the installed agents are CCS300, the agent upgrades are to AACC 6.0 CCM Networked. Installed SCCS agents are upgraded to the same CCS level in AACC 6.0 CCM.. If installed users are CS100 or CS200, and the user wants Network Enabled agents, upgrade codes are required for the installed agents and new system AACC 6.0 CCM Network Enabled agent codes are required for the higher level.

NES CCE 7.1 to AACC 6 Agent Upgrade Codes

Existing Release

Proposed Release

Range 1+

Pre-AACC 6.0 AACC 6 NT9Y56FA

16.3.CCT UpgradesFollowing product upgrades are supported:

CCT 5.0 CCT 6.0 CCT 7


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16.3.1. Cross-Product Checks on Upgrades

If any of SCCS, SWCP or TAPI 3.0/CCT 5.0/6.0/7 are being upgraded to AACC Release 6, all other applications that are tied to that node must be upgraded to AACC 6 as well. EC must force the upgrades.

16.3.2. CCT Upgrade Software PackagesEach CCT to AACC CCT 6 upgrade requires one of the software upgrade packages below.

Upgrade Path Material Codes

Description

Pre AACC CCT 6 to AACC CCT 6

NT9Y54AA Upgrade to Avaya Aura® Contact Center Communications Control Toolkit R6 Base

Pre AACC CCT 6 to AACC CCT Standby Server

NT9Y54DA

CCT to Avaya Aura® Contact Center Communications Control Toolkit R6 Standby Server Base Upgrade

16.3.3. Pre-AACC 6 CCT to AACC 6 CCT Device Upgrade Codes

Installed CCT devices are upgraded to the same device types on AACC 6.0 CCT.

SWCP required that SWCP email and web collaboration agents have either two TAPI or two CCT CC devices. These devices were provided at no charge. AACC 6.0 CCMM only requires one CCT CC device per agent. All installed SWCP-required TAPI/CCT CC devices will be upgraded with the appropriate upgrade agent/device code up to the limit they require for AACC 6.0 CCMM . If installed TAPI/CCT devices are adequate to support any additional CCMM agents, no additional CCT CC codes are required (i.e. user can use up what is installed first). If the desired CCMM agent requirement exceeds the installed CCT CC value for CCMM Agents, then they will be provisioned with the CC Device code. All other CC devices (new or upgraded) will be provisioned the regularly priced codes.

Both CCT KW and CC device codes are available in a 1-device increment.

CCT IVR device codes are available in a 1-device increment. This code is multiplied by the number of installed IVR devices.

Upgrade Path

Material Codes

Description

Knowledge WorkerPre AACC 6.0 CCT to AACC 6.0 CCT

NT9Y60AA Upgrade to Avaya Aura® Contact Center Communications Control Toolkit R6 Knowledge Worker - 1 Device

Contact Center Pre AACC 6.0 CCT to AACC 6.0

NT9Y60DA Upgrade to Avaya Aura® Contact Center Communications Control Toolkit R6 Contact Center - 1 Device


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CCT IVR Devices 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

Pre AACC 6.0 CCT to AACC 6.0 CCT

NT9Y60HA Upgrade to Avaya Aura® Contact Center Communications Control Toolkit R6 - 1 IVR Data Device Increment

Pre AACC 6.0 CCT to AACC 6.0 CCT

NT9Y60LA Upgrade to Avaya Aura® Contact Center Communications Control Toolkit R6 - 1 IVR Contact Center Device Increment

16.4.CCMM UpgradesFollowing product upgrades are supported:

CCMM 6.0 to AACC 6 CCMM CCMM 7 to AACC 6 CCMM SWCP 4.0 to AACC 6 CCMM

16.4.1. Cross-Product Checks on Upgrades If any of CCM, CCMM, CCT, SCCS, or SWCP or are being upgraded to AACC 6, all other applications that are tied to that node must be upgraded to AACC 6 as well. EC must force the upgrades. This rule applies to Upgrades via the switch paths and Applications Only Upgrades.

16.4.2. CCMM Upgrade Software Packages

Each CCMM upgrade to AACC 6 requires one of the AACC 6 software upgrade packages.

When Material Codes

Description

Pre-AACC6.0 CCMM to AACC6.0 CCMM

NT9Y62AA Upgrade to Avaya Aura® Contact Center Multimedia R6 Base


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NOTE SWCP 4.0 Upgrades are provisioned as per the NES

CCMM 6.0 to AACC 6 CCMM offer (i.e. customer on SWCP 4.0 are provisioned the CCMM 6.0 to AACC 6 CCMM

Upgrade codes.)

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16.4.3. CCMM Standby Server Upgrade Packages

If the installed system has a Standby Server (previously CCMM Redundancy Server); it must be upgraded as well. Only one Standby Server is allowed per nodal AACC 6 CCMM.

When Material Codes

Description

Pre-AACC6.0 CCMM to AACC6 CCMM SBS

NT9Y62BA Upgrade to Avaya Aura® Contact Center Multimedia R6 Standby Server

16.4.4. CCMM Agent Upgrades Installed SWCP 4.0, CCMM 6.0 or CCMM 7.x Email, Web Communication and Prev/Prog Outbound agents are upgraded to CCMM Multimedia Agents on AACC 6 CCM at the Nodal agent level.

CCMM agent increment code ranges are now replaced by 1 Code for each agent type.

Multimedia Agents:

Material Codes

Description

NT9Y58ZA Upgrade to Avaya Aura® Contact Centre Email With Multiplicity R6 Agent Increment – 1

NT9Y58ZB Upgrade to Avaya Aura® Contact Centre Web Chat With Multiplicity R6 Agent Increment – 1

Preview / Progressive Agents:

Material Codes Description

NT9Y58JD Avaya Aura® Contact Centre R6 Nodal Preview/Progressive Outbound With Multiplicity Agent Upgrade – 1

16.4.5. CCMM Agent Upgrade Rules

In addition to the new agent rules outlined above, agent upgrades have the following additional rules:

Only one agent range code is required. The quantity of that agent range matches the sum of SWCP 4.0, CCMM 6.0 or CCMM 7 agents being upgraded to AACC 6 CCMM.

All SWCP agents upgrade to Nodal CCMM agents. SWCP required that SWCP email and web collaboration agents have

either two TAPI or two CCT CC devices. These devices were provided at no charge. AACC 6 CCMM only requires one CCT CC device per agent. All installed SWCP-required TAPI/CCT CC devices will be


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upgraded with the appropriate agent/device upgrade code. If new CC devices are required for Outbound, they will be provisioned with the CC Device code. All other CC devices will be provisioned the regularly priced codes. See CCT provisioning section for more details.

16.5.Avaya NES - CCE / SECC Migrations

CCE / SECC migrations to AACC 6.2 CCM are supported from NES CCE 7, SECC 2.0, 3.0 and 4.2.

If there is an installed SWCP present display an error (defined in Alerts section).

16.5.1. NES CCE / SECC Migration to AACC 6.2 CCM Software Packages

Each migrating SECC or NES CCE 7 will receive the appropriate Migration software package.

ConditionDesired

TypeMaterial Codes

Description Notes

Installed SECC release2.0,3.0 or 4.2

AML NT9Y52EA Avaya Aura® Essential Contact Center Manager R6 Base Migration to Enterprise AML Platform

Migrating to CCM SIP requires a separate quote.

Installed CCE = 7

SIPNT9Y50SA +

NT9Y52BA

Upgrade to Avaya Aura® Contact Center Manager R6 Essential Base

+

Avaya Aura® Essential Contact Center Manager R6 Base Migration to Enterprise SIP Platform

2 step process

16.5.2. NES CCE / SECC Agent Migration CodesCustomers must migrate at least 10 NES CCE / SECC agents to AACC 6.2 CCM. The maximum they can upgrade is equal to the number of installed NES CCE / SECC agents. They can upgrade fewer than the installed value as long as that value is 10 or greater.

Installed NES CCE / SECC agents are migrated to AACC 6.2 CCM Nodal agents. Corporate / Networking is not available on NES CCE.

NOTE: AACC 6 CCM does not distinguish between the SECC offer of Base and CTI enabled (used only in EMEA). Both types would migrate to CCM Nodal.


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A single agent range is used for CCE /SECC Agent Migrations

Material Codes

Description

NT9Y52FA Avaya Aura® Contact Center Manager R6 Essential to Enterprise Voice Agent Migration

NT9Y52GA SECC to Avaya Aura® Contact Center Manager R6 Voice Agent Migration

The optional SECC features are not supported in CCM.

16.5.3. CCM Expansions Additional AACC 6.2 CCM agents and any of the optional features can be added to a CCE or SECC Migration to AACC 6.2 CCM configuration using the new system codes.

16.6.Non SIP to SIP MigrationsAn additional option is allowed for customers on an AML (non-SIP) AACC 6.2 to migrate to a SIP AACC 6.2 solution.

This migration is a commercial migration only; it is treated as new install.

For AACC 6.2 CCM AML to SIP Migrations the package below is provisioned:

Material Codes DescriptionNT9Y52AA Avaya Aura® Enterprise Contact Center Manager R6 Base Migration to

SIP Platform

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.Pre-Paid Services Upgrades

If a customer has purchased an upgrade Services contract, EVQ provisions the software upgrade with the appropriate pre-paid upgrade codes in place of the paid upgrade codes. .

EVQ displays the contract information, provisioning pre-paid codes to the level the current contract allows. Any changes (new contracts, expanded or upgraded contracts), the customer must go to ESQ to obtain.


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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

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 Pre-Paid Upgrade

AACC 6.0 CCM Ent Base Pre-Paid Upgrade

AACC 6.0 CCM MLS Pre-Paid Upgrade

AACC 6.0 CCM NCC Pre-Paid Upgrade

AACC 6.0 CCM SBS Pre-Paid Upgrade

AACCM 6 Nodal RCW Pre-Paid Upgrade

NT9Y51FA NT9Y51AA NT9Y51BA NT9Y51CA NT9Y51DA NT9Y51EA

AACC 6.0 Essential Agent Pre-Paid Upgrade

AACC 6.0 CCM Agent Pre-Paid Upgrade

NT9Y57BA NT9Y57AA

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

AACC 6.0 CCMM Standby Server Pre-Paid Upgrade

AACC 6.0 CCMM Agent Upgrade

NT9Y53AA NT9Y53BA 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

AACC 6.0 CCT Standby Server Pre-Paid Upgrade

AACC 6.0 CTT Device Increment Pre-Paid Upgrade

AACC 6.0 CCT IVR Device Increment Pre-Paid Upgrade

NT9Y55AA NT9Y55BA NT9Y61AA NT9Y61BA


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17. DVD and License file provisioning

Ensure all deployments are performed using the latest Avaya factory issued version of the DVD

Following code provisions the Avaya Aura® Contact Center 6.2 software DVD.

Material Codes DescriptionNT9Y49CA (EC) Avaya Aura® Contact Centre R6.2 Software DVD -1700501563

(ASD)AVAYA AURA® CC6.2 DVD (ASD)

17.1.License File on Media (Enterprise Configurator only)

The user can request that the license file(s) be delivered on CD. This option is available for all Enterprise Configurator orders only, not ASD/ASD.

For CS1000, the AACC 6.2 order is held until the CS1000 is processed and the site ID is assigned. The CD will also contain the URN (unique reference number)

The License Manager MAC address must be available in order to create the License File on Media. If the MAC Address = No, or if no validated MAC Address is added, and the user selected license file on media, that we display an error as follows :

"The License File on Media feature requires a valid MAC Address - please enter a valid MAC Address or de-select the License File on Media option"

Only one of these is provisioned per AACC 6.2 (CCM, CCMM, CCT combination) as it includes all settings for all AACC 6.2 sub-products and features.

Material Codes

Description

NT9S34AA CC License File on Media


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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.

18.1.Corporate Order Types The following order types are supported:

New Systems Upgrades Expansions Migrations Transfers


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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.

No. Type

Standard or

Networked Feature

AACC 6.0

Options (Non-SIP)

AACC 6.0 SIP

Options1 Corporate Standard Inbound Voice Agents Yes Yes

4 Corporate StandardPreview/ Progressive Outbound Agents Yes Yes

5 Corporate StandardPredictive Outbound Agents No No

6 Corporate Standard

Calls In Queue/Announcement Ports N/A Yes

7 Corporate Standard CC SS IVR/Dialog Ports N/A Yes

8 Corporate StandardInstant Messaging Agents N/A Yes

9 Corporate Standard RCW License Yes Yes10 Corporate Standard SOA Developer Kit Yes Yes11 Corporate Standard CCT CC Device Yes Yes12 Corporate Standard CCT IVR Device Yes No 14 Corporate Standard CCT IVR Data Device Yes No

15 Corporate StandardCCT IVR Interface Device Yes Yes

16 Corporate Networked Inbound Voice Agents Yes Yes

18.3.Corporate Configuration Rules

A Corporate Contact Center requires at least one CCM node. Each Corporate CCMM node requires a Corporate CCM node. CCMM requires at least one CCT node.

18.4.Corporate System IDs

An Avaya Aura® Contact Center 6.2 Corporate system uses a MAC Address for its system ID. The MAC address is the address of the Avaya Aura® Contact Center 6.2 Corporate License Manager server.

The MAC address is a 17-character alpha-numeric string (including colons). The format is as follows: MAC Address Example: 00:10:5A:44:12:B5


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18.5.Corporate System Indicator code

Each Avaya Aura® Contact Center 6.2 new corporate system that is configured requires the Corporate System Indicator code. This code contains nothing physical and has no fee. It is just used as a tracking code for corporate systems. Quantity one is provisioned for a new Corporate Contact Center.

Material Codes

Description Notes

NT9S50MA

Avaya Aura® Contact Center 6.0 Corporate SIP System Indicator

Required for tracking purposes

18.6.New Systems and ExpansionsCorporate Avaya Aura® Contact Center 6.2 new systems and expansions are supported.

New System refers to a new Corporate CC system either with all new nodes, all transferred nodes or a combination of both.

For expansions, refers to expanding an existing Corporate CC, including transfers from existing CC nodal systems and existing SCCS, SECC, TAPI, CCT and SWCP systems.

18.7.Base Software PackagesEach new node (CCM, CCM SIP, CCMM and CCT) in a Corporate CC system requires a Corporate Base package. This package provides the node with the required software.

Material Codes

Description Notes

NT9Y65AA Avaya Aura® Contact Center 6.0 CCM Corporate Base System

Provisioned per Node if Non-SIP Nodes > 0

NT9Y65BA Avaya Aura® Contact Center 6.0 CCM SIP Corporate Base System

Provisioned per Node if SIP Nodes > 0

NT9Y65CA Avaya Aura® Contact Center 6.0 CCMM Corporate Base System

NT9Y65DA Avaya Aura® Contact Center 6.0 CCMM Corporate Outbound Base System

NT9Y65EA Avaya Aura® Contact Center 6.0 CCT Corporate Base System

NT9Y65FA Avaya Aura® Contact Center 6.0 CCT Corporate Base System for CCMM

NT9Y65GA Avaya Aura® Contact Center 6.0 Corporate Base System for CCOA

18.8.Agent and Device Codes

The maximum value per agent/device is equal to the number of nodes x the nodal limit.


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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.Corporate Agent RulesCorporate CCM Voice Agents have two types:

Standard Networked

Corporate CCMM & CCT has one type of agent/device: Standard

Only one agent range code per agent type is required. The quantity of that agent range matches the number of new agents being added to the configuration.

The Corporate offer allows different numbers of agents to be standard or networked.

In a mixed Standard/Networked environment, a node at NW level can only consume NW level licenses from Corp license pool, and a node at Standard level can only consume Standard level voice licenses.

18.9.1. Agent Rules1. CCMM’s 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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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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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 Agentsb) 1000 x CCMM Nodesc) the number of CCM Voice Agents (inbound)

EXAMPLE #1: A Corporate Solution with o 5 CCM Nodes with

3000 Inbound Voice Agentso 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 Agentswill 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.


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7. CCT CC Devices must be equal to or greater than the sum of the

CCMM-required devices + CCM SIP-based Voice Agents.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

Description

NT9Y66AA Avaya Aura® Contact Center R6 Corporate Standard Voice Agent - 1 to 49

NT9Y66AB Avaya Aura® Contact Center R6 Corporate Standard Voice Agent - 50-99NT9Y66AC Avaya Aura® Contact Center R6 Corporate Standard Voice Agent - 100 to

499NT9Y66AD Avaya Aura® Contact Center R6 Corporate Standard Voice Agent - 500 to

1999NT9Y66AE Avaya Aura® Contact Center R6 Corporate Standard Voice Agent - 2000+NT9Y66AF Avaya Aura® Contact Center R6 Corporate Networked Voice Agent - 1 to

49NT9Y66AG Avaya Aura® Contact Center R6 Corporate Networked Voice Agent - 50-

99NT9Y66AH Avaya Aura® Contact Center R6 Corporate Networked Voice Agent - 100

to 499NT9Y66AJ Avaya Aura® Contact Center R6 Corporate Networked Voice Agent - 500

to 1999NT9Y66AK Avaya Aura® Contact Center R6 Corporate Networked Voice Agent -

2000+NT9Y66BA Avaya Aura® Contact Center R6 Corporate Multimedia Agent - 1 to 49NT9Y66BB Avaya Aura® Contact Center R6 Corporate Multimedia Agent - 50-99NT9Y66BC Avaya Aura® Contact Center R6 Corporate Multimedia Agent - 100 to 499NT9Y66BD Avaya Aura® Contact Center R6 Corporate Multimedia Agent - 500 to

1999NT9Y66BE Avaya Aura® Contact Center R6 Corporate Multimedia Agent - 2000+NT9Y66CA Avaya Aura® Contact Center R6 Corporate IM Agent - 1 to 49NT9Y66CB Avaya Aura® Contact Center R6 Corporate IM Agent - 50-99NT9Y66CC Avaya Aura® Contact Center R6 Corporate IM Agent - 100 to 499NT9Y66CD Avaya Aura® Contact Center R6 Corporate IM Agent - 500 to 1999NT9Y66CE Avaya Aura® Contact Center R6 Corporate IM Agent - 2000+NT9Y66FA Avaya Aura® Contact Center R6 CCT Corporate Contact Center Device -

1 DeviceNT9Y66FB Avaya Aura® Contact Center R6 CCT Corporate IVR - 1 DeviceNT9Y66FC Avaya Aura® Contact Center R6 CCT Corporate IVR DATA - 1 Device NT9Y66FD Avaya Aura® Contact Center R6 CCT Corporate IVR Contact Center

Interfaces - 1 Device

NT9Y66GAAvaya Aura® Contact Center R6 CCT Corporate CC Device for CCMM / CCOA – 1 Device

NT9Y66HA Avaya Aura® Contact Center R6 CCM Corporate RCW UsersAvaya Inc. – Proprietary.


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Material Codes

Description

NT9Y66JA Avaya Aura® Contact Center R6 CCM Corporate CCOA Agent

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.

18.11. Corporate License Manager Standby Server PackageThe Corporate License Manager Standby Server is an optional feature. One CLM SBS package per Corporate CC is allowed. If the user knows the CLM SBS MAC address, it can be entered in EC. Otherwise, it must be provided when downloading the keycode from KRS. This code is only used to charge for this option.

Material Codes

Description

NT9Y67AA Avaya Aura® Contact Center R6 CC Corporate License Manager Standby Server

18.12. Corporate NCC PackageCorporate NCC Server is an optional package. Up to four Corporate NCC packages can be ordered per Corporate CC. The Corporate NCC package contains the software DVD.

Material Codes

Description

NT9Y67BA Avaya Aura® Contact Center R6 CCM Corporate NCC System

18.13. Corporate CCM Standby ServerCorporate Standby Server is an optional package for the CCM nodes. Maximum value is equal to the number of CCM nodes.

Material Codes

Description

NT9Y67CA Avaya Aura® Contact Center R6 CCM Corporate Standby Server

18.14. Corporate GEO Redundant CCM Standby ServerCorporate GEO Standby Server is an optional package for the CCM nodes. Maximum value is equal to the number of CCM nodes.

Material Codes

Description

NT9Y67DA Avaya Aura® Contact Center R6 CCM Geo Redundant Corporate


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Standby Server

18.15. Corporate NCC Standby ServerCorporate NCC Standby Server is an optional package for the CCM nodes. Maximum value is equal to the number of CCM nodes.

Material Codes

Description

NT9Y67EA Avaya Aura® Contact Center R6 CCM Corporate NCC Standby Server

18.16. Corporate CCT Standby ServerCorporate CCT Standby Server is an optional package for the CCT nodes. Maximum value is equal to the number of CCT nodes.

Material Codes

Description

NT9Y67FA Avaya Aura® Contact Center R6 CCT Corporate Standby Server

18.17. Corporate CCMM Standby ServerCorporate CCMM Standby Server is an optional package for the CCMM nodes. Maximum value is equal to the number of CCMM nodes.

Material Codes

Description

NT9Y67GA Avaya Aura® Contact Center R6 CCMM Corporate Standby Server

18.18. RCW Users

18.18.1. New CC - No TransfersWhen a new Corporate Contact Center is configured, 5 Corporate RCW licenses will be provisioned free of charge - automatically with 1 X 5 RCW device code NT9S51QA, regardless of the number of nodes. Additional RCW users can be added in increments of 5 using NT9S68GA, up to a maximum of 25 RCW users per CCM node.

The 5 RCW devices are always provisioned for each new Corporate Contact Center regardless of whether existing RCW’s are being transferred in.

The customer will pay the Nodal to Corp Transfer Fee for all transfers and the Full Price / Charged fee for any additional RCW’s ordered.

18.18.2. CC with SCCS and SECC TransfersExisting SCCS and SECC nodes transferring to a Corporate Contact Center do not automatically receive RCW’s as this feature was not available and the Corporate CC will already have been provisioned with 5 RCW’s.


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18.18.3. CC with CCM Transfers

Existing CCM 6 or 7 nodes will have one of the following RCW values: 1, 5, 10, 15, 20 or 25 RCW Users.

For each CCM 6 or 7 node transferring in to CCC and each node has with just 1 RCW present – this value is not transferred or displayed, as regardless of the qty. of nodes transferring the 5 RCW’s present in the CCC Base systems covers the transferring RCW’s (where 1 is the value). In addition these RCW’s were provisioned free of charge as part of the CCM node.

For each CCM 6 or 7 node transferring in to CCC with one of 5,10,15,20 or 25 RCW’s – then these values are transferred and these values are totalled and displayed as part of the transfer information. Any qty. greater than 1 has been paid for so must be transferred across. This qty. is then provisioned as qty. X NT9S70CA CCM RCW Users Corporate Transfer.

18.18.4. Additional RCW UsersAdditional RCW users can be adding using the RCW Corporate Code, up to a maximum of 25 RCW users per CCM node.

Material Codes

Description

NT9Y67JA Avaya Aura® Contact Center R6 Corporate RCW Users (Bundle of 5)

EXAMPLES

Example 1:User is transferring 2 SCCS nodes, into a NEW CCC, with no additional RCW users added.

The user would receive:

Qty Code Description1 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 CCM’s both with 1 RCW, into a NEW CCC, with no additional RCW users added.

The user would receive:

Qty Code Description1 NT9S51QA CCM ZP Corp RCW Users – 5


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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 RCW’s.

Site details as follows:

System Type Site ID RCW’s Installed

CC6 008805267 20CC6 318805560 1SCCS4.2 008801189 0CC7 928811415 5Plus qty. 10 New RCW’s

In this case the user is provisioned:

Qty Description1 CCM ZP Corp RCW Users – 5 - This is the zero price Corporate RCW Bundle – always

provisioned.25 CCM RCW Users Corporate Transfer – as there are 25 “paid” RCW’s present in the

transferring nodes.2 CCM 8 Corporate RCW Users (Bundle of 5) – provisioned as qty. of 10 selected as new

additional RCW’s.

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 RCW’s and Avaya Aura® Contact Center R6 #3 with 1 RCW, the total number of RCW’s to transfer to Corporate would be 10.

18.19. SOA Interfaces

SOA Interfaces is an optional package for the all nodes. Maximum value is equal to the number of CCM nodes.

Provision one of the following if selected.

Material Codes

Description

NT9Y67KA CC SOA Developer Interface Kit #1NT9Y67KB CC SOA Developer Interface Kit #2NT9Y67KC CC SOA Developer Interface Kit #3NT9Y67KD CC SOA Developer Interface Kit #4


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18.20. Record on Demand / Multiple DN

Provision one of the following if selected.

Material Codes

Description

NT9Y67LAAvaya Aura® Contact Center R6 Corporate CRQM Record On Demand

NT9Y67LBAvaya Aura® Contact Center R6 Corporate CRQM Multiple DN Recording - 1 License

NT9Y67LC Avaya Aura® Contact Center R6 Corporate Record On Demand

NT9Y67LDAvaya Aura® Contact Center R6 Corporate Multiple DN Recording - 1 License

18.21. Networking Type

If Networking Agents are configured, the user has a choice of Networking Type: NACD or Universal Networking.

If NACD is selected, CCM will not have any special codes for this functionality and nothing will be provisioned for the M1/CS1000 as the corporate offer does not configure any switch requirements.

If Universal Networking is selected, the quantity of the Universal Networking code must match the number of Networked Voice Agents minus any installed or CCM transferred Universal Networking voice agents (SCCS transfers would only have NACD networking). This code sets a flag in the keycode but provisions nothing physical.

In the event of an agent reduction transfer and Universal Networking is selected, reduce non-universally networked agents first - followed with agents by release, going from earliest to latest. Provision any additional Universal Networking codes, if required.

Material Codes

Description

NT9S35AA Avaya Aura® Contact Center R6 CCM Universal Networking

18.22. License File on MediaThe user can request that the license file be delivered on CD. This option is available for all order configurations where all License Manager MAC address information is provided. The MAC address for the License Manager and Standby Server (if ordered) must be provided to enable the License File on Media selection. The CD will also contain the URN.

Only one of these is provisioned per corporate system.


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Material Codes

Description

NT9S34AA License File on Media

18.23. Corporate TransfersExisting SCCS, SECC, SWCP, TAPI, CCM, CCE, CCMM, CCL and CCT “nodal” systems can transfer their agents and features to a Corporate Contact Center. A technical maximum of 300 of each node type can be transferred but NNEC will start off allowing a maximum of 30 of each type.

Supported transfersProduct Release Transfer / Migrations ToSCCS 1.5, 3.0, 4.0, 4.2, and 5.0 Corporate CCMSECC 2.0, 3.0, 4.2 Corporate CCMSWCP 4.0 Corporate CCMMTAPI 3.0 Corporate CCTCCE 7, AACC6.0 Corporate CCMCCM 6.0, 7, AACC6.0 Corporate CCMCCMM 6.0, 7, AACC6.0 Corporate CCMMCCT 6.0, 7, AACC6.0 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 TransfersSCCS 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.

18.23.2. SECC and CCE Transfers

SECC 4.2 / CCE transfers are supported but two sets of codes are provisioned for each transfer:

SECC / CCE Nodal Migrations to Nodal CCM codes, per rules in CCM Nodal PRID.

CCM Nodal to CCM Corporate Transfer codes per rules in subsequent sections.

SECC 2.0 and 3.0 will get: Avaya Aura® Contact Center R6 Nodal Base Package (per rules

today) CCM Nodal to Corporate Transfer (new)


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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 TransfersSWCP 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.

18.23.4. TAPI 3.0 TransfersTAPI 3.0 transfers are supported but two sets of codes are provisioned for each transfer:

TAPI 3.0 Upgrade to Nodal CCT codes, per rules in CCT Nodal PRID.

CCT Nodal to CCT Corporate Transfer codes per rules in subsequent sections.

The number of TAPI licenses to Corporate CCT can be reduced.

18.24. CCM Nodal TransfersEach CCM Node to Corporate CC transfer requires one of the CCM to Corporate CCM transfer codes. This code is just a fee to transfer the node to the corporate system.

Material Codes DescriptionNT9Y68AA Avaya Aura® Contact Center R6 CCM Nodal to Avaya Aura® Contact Center R6

CCM Corporate TransferNT9Y68BA Avaya Aura® Contact Center R6 CCM SIP Nodal to Avaya Aura® Contact Center

R6 CCM SIP Corporate TransferNT9Y68CA Avaya Aura® Contact Center R6 CCM Offsite Agent Base Corporate Transfer

18.24.1. CCM Nodal Agent Transfer CodesInstalled CCM nodal agents are transferred to the same CCS level in Corporate Avaya Aura® Contact Center R6.Each installed CCM agent transferring to the corporate CCM system requires an agent transfer code.

Material Codes DescriptionNT9Y69AA CC Nodal to Corporate Standard Voice Agent - 1 to 49


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Material Codes DescriptionNT9Y69AB CC Nodal to Corporate Standard Voice Agent - 50-99NT9Y69AC CC Nodal to Corporate Standard Voice Agent - 100 to 499NT9Y69AD CC Nodal to Corporate Standard Voice Agent - 500 to 1999NT9Y69AE CC Nodal to Corporate Standard Voice Agent - 2000+NT9Y69AG CC Nodal to Corporate Offsite AgentNT9Y69AH CC Nodal to Corporate Offsite Supervisor PortNT9Y69AJ CC Nodal to Corporate Agent Greeting Port

CCM SIP Agent Transfers

SIP Agent Transfers are treated as per normal Voice Agents but the GUI section is populated with the SIP value for clarity.

18.24.2. IM Nodal Agent Transfer CodesInstalled IM nodal agents are transferred to the same CCS level in Corporate Avaya Aura® Contact Center R6.Each installed CCM agent transferring to the corporate CCM system requires an agent transfer code.

Material Codes DescriptionNT9Y69BA CC Nodal to Corporate Standard IM Agent - 1 to 49NT9Y69BB CC Nodal to Corporate Standard IM Agent - 50-99NT9Y69BC CC Nodal to Corporate Standard IM Agent - 100 to 499NT9Y69BD CC Nodal to Corporate Standard IM Agent - 500 to 1999NT9Y69BE CC Nodal to Corporate Standard IM Agent - 2000+

18.24.3. NCC Transfer PackagesIf any of the installed CCM systems have an NCC, they must be transferred as well, up to the supported maximum of four per Corporate CC. This code is just a fee to transfer the node to the corporate system.

Material Codes DescriptionNT9Y68FA Avaya Aura® Contact Center R6 NCC System Corporate

Transfer

18.24.4. Standby Server Transfer PackagesIf any of the installed CCM systems have a Standby Server, it must be transferred as well. This code is just a fee to transfer the node to the corporate system.

Material Codes DescriptionNT9Y68GA Avaya Aura® Contact Center R6 Enhanced Standby Server

Corporate TransferNT9Y68HA Avaya Aura® Contact Center R6 Geo Redundant Standby

Server Corporate TransferNT9Y68JA Avaya Aura® Contact Center R6 NCC Standby Server


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Corporate Transfer

18.24.5. RCW Users Transfer Packages

Material Codes

Description Notes

NT9Y68KA Avaya Aura® Contact Center R6 RCW Users Corporate Transfer

For all transferring RCW Users.

18.24.6. SOA Interfaces Transfer PackagesIf any of the installed systems have a SOA Interfaces, it must be transferred as well. This code is just a fee to transfer the node to the corporate system.

Material Codes DescriptionNT9Y68LA SOA Interfaces #1 Nodal to Corporate TransferNT9Y68LB SOA Interfaces #2 Nodal to Corporate TransferNT9Y68LC SOA Interfaces #3 Nodal to Corporate TransferNT9Y68LD SOA Interfaces #4 Nodal to Corporate Transfer

18.24.7. Bulk Recording

Material Codes

Description

NT9Y68MA CCM Bulk Recording Corporate Transfer

18.25. NES CCE 7.1 TransfersNES CCE Nodes can be transferred to Corporate but are transferred as CC Nodal.

Material Codes DescriptionNT9Y68SA CCE 7.1 Nodal to Avaya Aura® Contact Center R6 SIP Corporate

Transfer

18.25.1. NES CCE 7.1 Agent Transfer Codes

Material Codes DescriptionNT9Y69AA CCE 7.1 Nodal to Corporate Standard Voice Agent - 1 to 49

18.26. Standard to Networked Node DesignatorA user can change an existing or transferring standard node to a networked node by adjusting the values in the fields. For each node a user changes from Standard to Networked, provision one of the following codes. This engineering code is just a flag to track the change.


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Material Codes Description Notes

NT9S69XA CCM Stand. to Net. Corp Node For each existing or transferred standard node that is changed to a networked node.

18.27. CCMM Nodal TransfersEach CCMM to Corporate CCMM transfer requires one of the CCMM to Corporate CCMM transfer code. This code is just a fee to transfer the node to the corporate system.

Material Codes DescriptionNT9Y68NA Avaya Aura® Contact Center R6 CCMM Nodal to Avaya Aura®

Contact Center R6 CCMM Corporate Transfer

18.27.1. CCMM Nodal Agent Transfer CodesInstalled CCMM nodal agents are transferred to the same CCS level in Corporate Avaya Aura® Contact Center R6 CCMM.Each installed CCMM agent transferring to the corporate CCMM system requires an agent transfer code. Separate codes exist for Email, Web Communication and Outbound.

Material Codes DescriptionNT9Y69BA CC Nodal to Corporate Standard Multimedia Agent - 1 to 49NT9Y69BB CC Nodal to Corporate Standard Multimedia Agent - 50-99NT9Y69BC CC Nodal to Corporate Standard Multimedia Agent - 100 to 499NT9Y69BD CC Nodal to Corporate Standard Multimedia Agent - 500 to 1999NT9Y69BE CC Nodal to Corporate Standard Multimedia Agent - 2000+

18.28. CCMM Standby Server TransferIf the CCMM node has Standby Server, it must be transferred to the Corporate CCMM system.

Material Codes DescriptionNT9Y68QA Avaya Aura® Contact Center R6 CCMM Standby Server

Corporate Transfer

18.29. CCMM Multiplicity

Material Codes DescriptionNT9Y68RA Multiplicity Small – Corporate TransferNT9Y68RB Multiplicity Medium – Corporate TransferNT9Y68RC Multiplicity Large – Corporate Transfer


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18.30. CCT Nodal Transfers

Each CCT to Corporate CCT transfer requires one of the appropriate CCT to Corporate CCT transfer code. CCT 5.0 must be upgraded to Avaya Aura® Contact Center R6 CCT first.

Avaya Aura® Contact Center R6 CCT has a separate transfer package. This code is just a fee to transfer the node to the corporate system.

Material Codes

Description

NT9Y68UA Avaya Aura® Contact Center R6 CCT Nodal to Avaya Aura® Contact Center R6 CCT Corporate Transfer

18.30.1. CCT Nodal Device Transfer CodesEach installed CCT device transferring to the corporate CCT system requires a device transfer code. Separate codes exist for KW and CC devices.

If an installed Pre- Avaya Aura® Contact Center R6 CCT has KW devices, those devices are a) first upgraded to Avaya Aura® Contact Center R6 CCT KW devices b) then the KW to CC device code is provisioned – one per device as follows :

Material Codes

Description

NT9Y46QA CCTKW-CCTCC Upgrade - 1 Devicec) then the CC Nodal to CC Corporate Transfer code is provisioned – one per device

Material Codes

Description

NT9Y69EA CCT Nodal to Corporate Contact Center - 1 DeviceNT9Y69EB CCT Nodal to Corporate IVR 7 - 1 DeviceNT9Y69EC CCT Nodal to Corporate IVR 7 DATA - 1 Device NT9Y69ED CCT Nodal to Corporate IVR 7 Contact Center Interfaces - 1

Device

d) Show transferred KW devices as CC devices in the Corporate CCT

Avaya Aura® Contact Center R6 KW devices only need steps b-d.

18.31. CCT Standby Server TransferIf the CCT node has Standby Server, it must be transferred to the Corporate CCMM system.

Material Codes DescriptionNT9Y68TA Avaya Aura® Contact Center R6 CCT Standby Server Corporate

Transfer


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18.32. CC Corporate to Avaya Aura® Contact Center R6 Corporate

UpgradesWhen an existing CC Corporate Base is upgraded to Avaya Aura® Contact Center R6 Corporate the following are provisioned 1 per upgrading node.

Material Codes

Description

NT9Y70AA CCM 6.0 Corporate to Avaya Aura® Contact Center R6 CCM Corporate Upgrade

NT9Y70AB CCMM 6.0 Corporate to Avaya Aura® Contact Center R6 CCMM Corporate Upgrade

NT9Y70AC CCT 6.0 Corporate to Avaya Aura® Contact Center R6 CCT Corporate Upgrade

NT9Y70AD CC 6.0 Outbound Corporate to Avaya Aura® Contact Center R6 CCT Corporate Upgrade

NT9Y70BA CCM 7 Corporate to Avaya Aura® Contact Center R6 CCM Corporate Upgrade

NT9Y70BB CCMM 7 Corporate to Avaya Aura® Contact Center R6 CCMM Corporate Upgrade

NT9Y70BC CCT 7 Corporate to Avaya Aura® Contact Center R6 CCT Corporate Upgrade

NT9Y70BD CC 7 Outbound Corporate to Avaya Aura® Contact Center R6 CCT Corporate Upgrade

18.32.1. NCC Feature Upgrade CodesWhen an existing CC Corporate NCC feature is upgraded to Avaya Aura® Contact Center R6 Corporate NCC the following are provisioned, qty 1 per installed feature:

Material Codes

Description

NT9Y71AA Corp CC6 to Corp Avaya Aura® Contact Center R6 NCC Upgrade

NT9Y71BA Corp CC7 to Corp Avaya Aura® Contact Center R6 NCC Upgrade


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18.32.2. CC 6 Agent Upgrade CodesWhen existing CC Agents / Devices / Features upgrading to Avaya Aura® Contact Center R6 Corporate the following are provisioned Agent / Device / Feature upgrading:

Material Codes

Description

NT9Y72AA CC6.0 Corporate Voice Agent Upgrade - 1 to 49NT9Y72AB CC6.0 Corporate Voice Agent Upgrade - 50-99NT9Y72AC CC6.0 Corporate Voice Agent Upgrade - 100 to 499NT9Y72AD CC6.0 Corporate Voice Agent Upgrade - 500 to 1999NT9Y72AE CC6.0 Corporate Voice Agent Upgrade - 2000+NT9Y72BA CC6.0 Corporate Multimedia Agent Upgrade - 1 to 49NT9Y72BB CC6.0 Corporate Multimedia Agent Upgrade - 50-99NT9Y72BC CC6.0 Corporate Multimedia Agent Upgrade - 100 to 499NT9Y72BD CC6.0 Corporate Multimedia Agent Upgrade - 500 to 1999NT9Y72BE CC6.0 Corporate Multimedia Agent Upgrade - 2000+NT9Y72CA CCT 6.0 Corporate CC Device Upgrade to Corporate CCT 8 - 1

DeviceNote: No IM option in CC6

18.32.3. CC 7 Agent Upgrade CodesWhen existing CC Agents / Devices / Features upgrading to Avaya Aura® Contact Center R6 Corporate the following are provisioned Agent / Device / Feature upgrading:

Material Codes

Description

NT9Y72EA CC 7 Corporate Voice Agent Upgrade - 1 to 49NT9Y72EB CC 7 Corporate Voice Agent Upgrade - 50-99NT9Y72EC CC 7 Corporate Voice Agent Upgrade - 100 to 499NT9Y72ED CC 7 Corporate Voice Agent Upgrade - 500 to 1999NT9Y72EE CC 7 Corporate Voice Agent Upgrade - 2000+NT9Y72FA CC 7 Corporate IM Agent Upgrade - 1 to 49NT9Y72FB CC 7 Corporate IM Agent Upgrade - 50-99NT9Y72FC CC 7 Corporate IM Agent Upgrade - 100 to 499NT9Y72FD CC 7 Corporate IM Agent Upgrade - 500 to 1999NT9Y72FE CC 7 Corporate IM Agent Upgrade - 2000+NT9Y72GA CC 7 Corporate Predictive Outbound Agent Upgrade NT9Y72HA CC 7 Corporate Multimedia Agent Upgrade - 1 to 49NT9Y72HB CC 7 Corporate Multimedia Agent Upgrade - 50-99NT9Y72HC CC 7 Corporate Multimedia Agent Upgrade - 100 to 499NT9Y72HD CC 7 Corporate Multimedia Agent Upgrade - 500 to 1999NT9Y72HE CC 7 Corporate Multimedia Agent Upgrade - 2000+NT9Y72JA CCT 7 Corporate CC Device Upgrade to Corporate CCT 8 - 1

Device


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18.33. Upgrade Sites with SRS Contracts

18.33.1. New Systems

If customers would like to purchase a Services contract, the customer must go to ESQ. Service quotations not available in EVQ.

No pre-paid codes are provisioned for CCM nodes being added to a new or existing CCC.

18.33.2. Upgrades and Expansions Existing Corporate Contact Center 7 customers with a valid SRS contract may upgrade to an Avaya Aura® Contact Center R6 Corporate CC and are provisioned pre-paid codes.

18.33.3. Pre-paid Codes for Avaya Aura® Contact Center R6 - FBP/Eng CodesProvisioned if there is a current SRS contract present

Material Codes

Description

NT9Y73AA Avaya Aura® Contact Center R6 Contact Center Manager Corporate Base Pre-Paid Upgrade

NT9Y73AB Avaya Aura® Contact Center R6 Contact Center Manager Corporate NCC Pre-Paid Upgrade

NT9Y73AC Avaya Aura® Contact Center R6 Contact Center Manager Corporate Standby Server Pre-Paid Upgrade

NT9Y73AD Avaya Aura® Contact Center R6 Contact Center Manager Corporate RCW License Pre-Paid Upgrade

NT9Y73AE Avaya Aura® Contact Center R6 Contact Center Multi Media Corporate Base Pre-Paid Upgrade

NT9Y73AF Avaya Aura® Contact Center R6 Contact Center Multi Media Corporate Outbound Base Pre-Paid Upgrade

NT9Y73AG Avaya Aura® Contact Center R6 Contact Center Multi Media Corporate Standby Server Base Pre-Paid Upgrade

NT9Y73AH Avaya Aura® Contact Center R6 Communication Control Toolkit Corporate Base Pre-Paid Upgrade

NT9Y73AJ Avaya Aura® Contact Center R6 Communication Control Toolkit Standby Server Corporate Base Pre-Paid Upgrade

NT9Y73BA Avaya Aura® Contact Center R6 Contact Center Manager Corporate Inbound Voice Agent Pre-Paid Upgrade

NT9Y73BB Avaya Aura® Contact Center R6 Contact Center Multi Media Corporate Multimedia Agent Pre-Paid Upgrade

NT9Y73BC Avaya Aura® Contact Center R6 Communication Control Toolkit Corporate CC Device Pre-Paid Upgrade

18.33.4. GEO Redundant MAC AddressCorporate CC does not require Geo Redundant MAC Address.


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18.34. Agent Reduction Codes

18.34.1. SCCS/CCM Agent Reduction CodeIf a user transfers a SCCS, CCM 6.0 or 7 to Avaya Aura® Contact Center R6 Corporate CCM or expands on an existing Avaya Aura® Contact Center R6 Corporate CCM and reduces the number of agents transferred/expanded, a new agent reduction code has been created to provision. Provision the # of agents reduced x 1 agent reduction code.

Material Codes

Description

NT9S92AA Inbound Voice Agent Reduction

18.34.2. CCT Device Reduction Codes If a user transfers a CCT 5.0, 6.0 or 7 to Avaya Aura® Contact Center R6 Corporate CCT or expands on an existing Avaya Aura® Contact Center R6 Corporate CCT and reduces the number of agents, the following device reduction codes will provision based on the number of agents reduced. Provision Agents Reduced x 1 agent reduction code(s)

Material Codes

Description

NT9S92EA

CCT Contact Center Device Reduction

NT9S92FA CCT Knowledge Worker Device Reduction

18.34.3. CCMM Agent Reduction Codes 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)

Material Codes DescriptionCode to be confirmed

Outbound Voice Agent Reduction

Code to be confirmed

Email Agent Reduction

Code to be confirmed

Web Communication Agent Reduction


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19. Avaya WFO and 3rd party WFO/Call Recording Feature Provisioning

Avaya Aura® Contact Center 6.2 supports Avaya Contact Recorder 10.1 (part of the WFO 10.1 product suite) and 3rd party Call Recording solutions. The feature provisioning is different for AACC Communication Manager, CS1000 SIP and CS1000 AML configurations.

Refer to the Avaya Contact Recorder 10.1 Technical References for full information on supported configurations, and to the below sections for the AACC licencing rules

19.1.Call Recording for AACC in Communication Manager SIP Configuration

For Avaya Aura® Contact Center 6.2 support for Avaya Contact Recorder 10.1 in a Communication Manager configuration, order the following:

Qty 1 of the SOA Developer Kit Material Code Description259720 (ASD) AVAYA AURA® CC6 SOA DEV KIT (ASD)

plus

Qty 1 of the following codes per port. Material Code Description

264920 (ASD) AVAYA AURA CC6 WFO INTERFACE (ASD)

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 Description259720 (ASD) AVAYA AURA® CC6 SOA DEV KIT (ASD)

plus


264921 (ASD) AVAYA AURA CC6 WFO 3PTY INTERFACE (ASD)

19.2.Call Recording for AACC in CS1000 AML configurations - Record on Demand, and MultiDN Recording


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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 DN’s or POSID’s 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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NOTESSupported 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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Material Code Description NotesNT9Y41KA (EC)

Avaya Aura® Contact Center Nodal CRQM Record On Demand (EC)

SET 1

NT9Y41LA (EC) Avaya Aura® Contact Center Nodal CRQM Multiple DN Recording - 1 Licence (EC)

SET 1

NT9Y41MA (EC)

Avaya Aura® Contact Center Nodal Record On Demand (EC) SET 2

NT9Y41NA (EC)

Avaya Aura® Contact Center Nodal Multiple DN Recording - 1 License (EC)

SET 2

19.3.Call Recording for AACC in CS1000 SIP (“Hybrid”) Configuration

For Avaya Aura® Contact Center 6.2 call recording with Avaya Contact Recorder 10.1 in a CS1000 SIP configuration, the Avaya Contact Recorder is simultaneously connected 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 Description

NT9Y41PA (EC) Avaya Aura® Contact Center SOA Developer Interface Kit (EC)

plus


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 Description

NT9Y41PA (EC) Avaya Aura® Contact Center SOA Developer Interface Kit (EC)

plus

Qty 1 of the following codes per port. Material Codes DescriptionNT9Y41TB (EC) AVAYA AURA CC6 WFO 3PTY INTERFACE (EC)

Refer to the Avaya Contact Recorder 10.1 Technical References for full information on supported configurations.


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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:

Material Codes Description NotesNT9Y40BA (EC) Avaya Aura® Contact Center Manager

R6 MLS Base System (EC)All other options are disabled.

NT9Y40EA (EC) Avaya Aura® Contact Center R6 MLS CRQM 30 – 59 (EC)

Provision if quantity CR&QM channels in WFO is 30-59*

NT9Y40FA (EC) Avaya Aura® Contact Center R6 MLS CRQM R60 + (EC)

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 DN’s or POSID’s 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)


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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 Description NotesNT9Y41KA (EC)

Avaya Aura® Contact Center Nodal CRQM Record On Demand (EC)

SET 1

NT9Y41LA (EC) Avaya Aura® Contact Center Nodal CRQM Multiple DN Recording - 1 Licence (EC)

SET 1

NT9Y41MA (EC)

Avaya Aura® Contact Center Nodal Record On Demand (EC) SET 2

NT9Y41NA (EC)

Avaya Aura® Contact Center Nodal Multiple DN Recording - 1 License (EC)

SET 2


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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.

Further information:

Avaya Proactive Contact 5.0 documentationhttp://support.avaya.com/css/Products/P0352/All_Documents

Avaya Proactive Contact 5.0 Overviewhttp://support.avaya.com/css/P8/documents/100133049

Planning for Avaya Proactive Contact 5.0http://support.avaya.com/css/P8/documents/100133048


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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.

http://support.avaya.com/css/P8/documents/100133048

http://support.avaya.com/css/P8/documents/100133049

http://support.avaya.com/css/Products/P0352/All_Documents

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21. Switch Platform Rules

21.1.Feature Activation RequirementsA valid AACC Licence file is required to activate the product. The Licence file must be installed and configured per the Avaya Aura® Contact Center 6.2 Planning & Engineering document:https://support.avaya.com/css/Products/P0793/All_Documents

21.2.Compatibility Matrix - Avaya Aura® Unified Communications platformContact Center uses industry-standard SIP and CSTA (TR/87 over SIP) interfaces to communicate with SIP-enabled systems such as the Unified Communications platform. Integrating Contact Center with the Avaya Aura® Unified Communications platform using SIP infrastructure supports multi-nodal communication between customers and contact center agents. This integration gives Contact Center access to and control of the Avaya Aura® Unified Communications phones. The Avaya Aura® Unified Communications platform benefits from Contact Center skill-based routing, call treatments, reporting, and the graphical Orchestration Designer. Avaya Aura® Agent Desktop supports Avaya Aura® Unified Communications phones and continues to support voice, e-mail, and Web chat contact types.

This section provides information about product compatibility with Avaya Aura® Contact Center and differences between supported telephony switches.

Avaya Aura® Contact Center supports the following Avaya Aura® Unified Communications components in a CM 6.0.1 configuration

Avaya Aura® 6.1 component Supported versions

Avaya Aura® Communication Manager Avaya Aura® Session Manager Avaya Aura® Application Enablement Services

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 Supported versions

Avaya Aura® Communication Manager Avaya Aura® SIP Enablement Services Avaya Aura® Application Enablement Services

5.2.15.2.1 5.2.2


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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).

21.3.Avaya Aura® Unified Communications phones Avaya Aura® Contact Center supports the following H.323 phones:

Avaya 1600 Series IP desk phones Avaya 4600 Series IP desk phones Avaya 9600 Series IP desk phones Avaya 96x1 Series IP desk phones Avaya one-X Communicator Release 5.2 or later (refer to product

documentation for supported configurations) Avaya Aura® Agent Desktop embedded soft phone

Ensure you provision an IP_Agent_Type9 license on the Communication Manager for each soft phone used by the contact center.

Avaya Aura® Contact Center supports the following digital phones:• Avaya 24xx Series desk phones• Avaya 64xx Series desk phones

21.4.Avaya Communications Server 1000Avaya 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:

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 GroupAvaya 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

Supported versions

5.0, 5.5, 6.0, 7.0, 7.55.0, 5.5, 6.0, 7.0, 7.55.0, 5.5, 6.0, 7.0, 7.55.0, 5.5, 6.0, 7.0, 7.55.0, 5.5, 6.0, 7.0, 7.55.0, 5.5, 6.0, 7.0, 7.55.0, 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


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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 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:

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

Supported versions5.0, 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 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).

21.5.Avaya Communication Server 1000 phonesAvaya 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


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• 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 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 MPSThe 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. Supported Operating systems with AACC 6.0, 6.1 and 6.2

22.1.Server Application OS SupportAll Avaya Aura® Contact Center 6.0/6.1/6.2 Server applications are supported running on the following Operating systems:

o Windows Server 2008 R2 Standard Edition (64-bit version only)o Windows Server 2008 R2 Enterprise Edition (64-bit version only).o VMware vSphere 4.0 platform with ESXi hypervisor (ESX

hypervisor supported for existing customers also, but not recommended for new deployments)

o VMWare vSphere 4.1 platform with ESXi hypervisoro Microsoft Hyper-V

Note that the AMS components are not currently supported on VMWare or Microsoft Hyper-V.

22.2.Client OS SupportAll Avaya Aura® Contact Center 6.0/6.1/6.2 Clients are supported running on the following Operating Systems or running through Internet Explorer 7.0/8.0 on the following Operating Systems:

o Windows Vista Business SP1 (32-bit) o Windows Vista Enterprise SP1 (32-bit)o Windows XP Professional Service Pack 2 or latero Windows 7 (32 and 64 bit)o Windows Server 2008 R2 Standard Edition o Windows Server 2008 R2 Enterprise Edition

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.

22.3.Supported languagesPlease refer to the following documentation for information on Language support: Avaya Aura® Contact Center Server Administration NN44400-610

22.4.Security FeaturesThe security features implemented in Avaya Aura® Contact Center 6.0 and 6.1 apply equally to 6.2.

22.5.Substitution of PartsNot Applicable


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22.6.Product Bundling

Not Applicable

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

22.8.Administration ToolsAvaya Aura® Contact Center 6.2 is administered via the integrated Contact Center Manager Administration component.


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23. Engineering Tools

23.1.Avaya Aura® Contact Center 6.2 Server Capacity GuidelinesThe 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.

23.2.Avaya Aura® Contact Center 6.x Toolkits on Avaya DevConnectThe Avaya Aura® Contact Center 6.x Toolkits and Developer Resources are available on the Avaya DevConnect portal: https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads

23.3.Quotation Tools & Order ProcessAvaya Aura® Contact Center 6.2 is available for quotation via ASD Configurator ASD and Enterprise Configurator tools.

o Green field customers = Avaya Aura® Contact Center and Avaya Aura® & Avaya Aura® Contact Center standalone: ASD Configurator

o Avaya legacy customers = CCE migration to Avaya Aura® Contact Center 6.0: Avaya tools

o Avaya NES legacy customers = NES CC 6 and 7 upgrades to Avaya Aura® Contact Center 6.0: Enterprise Configurator

23.3.1. For Heritage Avaya Partners:Order placement and fulfilment process follows the standard supply chain model for Avaya contact center products (ASD Configurator ). The software media will be shipped to the customer on a DVD.

Order codes include:o Voice and Multimedia licenses for New/Addo Feature Option licenses and Software DVDo CCE to Avaya Aura® Contact Center migrations (Voice/Multimedia)

PLDS (Product Licensing Delivery System) will automatically send instructions for obtaining license keycode via mailbox once the SAP order is placed. https://portal.avaya.com/ptlWeb/getfile?docID=MTAwMDkyMjMw

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 720-444-7700 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 [email protected] with the


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words Contact Center on your subject line. If you need design support for AACC, when prompted say “Design” or “ASD” or use the words “Design” or “ASD” instead of “Contact Center” in your e-mail subject line.

23.3.2. For Heritage NES Partner: Access the Global Product & Pricing Catalogue (GPPC) from EMEA EC & GPPC: http://www.avaya.com/ebizu

Americas, APAC & GC - EC & GPPC: http://www.avaya.com/ebizn

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


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http://www.avaya.com/ebizn

http://www.avaya.com/ebizu

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24. Quality Framework New Product Introduction Policy

Avaya Aura® Contact Center 6.2 (AACC) qualifies for the Quality Framework New Product Introduction Policy. This applies to all AACC configurations except for AML (Application Module Link) integration to Communication System 1000 (CS 1000). Quality Framework optimizes complex solution deployments to enable partners to confidently bring new solutions to customers and grow their businesses. Taking into account both technical and financial impacts, it drives partner profits by accelerating success areas throughout a customer engagement. It consists of a framework of quality processes and services woven together to assure all deployments across the Avaya ecosystem and deliver optimal levels of performance and satisfaction to our customers.The Quality Framework New Product Introduction (NPI) policy has been constructed to support and accelerate partner deployment readiness for the introduction of new products to market and is applicable to partners who are building service capability to deploy these products. Early adopter partners can begin preparing for delivery by completing two ride-alongs with Avaya Professional Services. During the first ride-along, Avaya Professional Services will perform all services while the partner observes. On the second ride-along, partner performs services while Avaya supports as needed. Two ride-alongs are to be completed along with the available training will enable partners to deploy the solution unaided for future engagements. Once product authorization and certification becomes available partners must complete these requirements to deploy the solution.

During the Quality Framework Ride Along, Avaya will perform plan, design, and deploy services for initial solutions until partners complete two ‘ride-alongs’, Product Authorization where applicable and Avaya Connect Certification (ACIS) equipping partners to deploy new products successfully. For partners choosing a sales only model Avaya provides a full suite of services.

To engage Avaya Professional Services:https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555/OrderingInformationhttp://portal.avaya.com/ptlWeb/services/SV0555/OrderingInformation Quality Framework Policy Guide:https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555/JobAidsTools http://portal.avaya.com/ptlWeb/services/SV0555/JobAidsTools To learn more about Avaya’s Quality Framework NPI Policy access the following URL: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555http://portal.avaya.com/ptlWeb/services/SV0555


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https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555

http://portal.avaya.com/ptlWeb/services/SV0555/JobAidsTools

https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555/JobAidsTools

http://portal.avaya.com/ptlWeb/services/SV0555/OrderingInformation

https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555/OrderingInformation

https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555/OrderingInformation

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25. What Order Management Should Know about the Product?

Avaya Contact Center strategy is based on our vision for the delivery of next generation customer service. An evolution is already underway from voice call centers to multimedia contact centers, and now to context based enterprise-wide customer interaction systems.

Next generation context-based customer service requires the ability to streamline information, processes, and communications to provide a consistent, high-value end-customer engagement. This will enable the contact center of the future to provide enterprises with the ability to deliver the superior customer service experience that customers demand.

Next generation context-based customer service leads to highly satisfied customers and fuels sustainable business growth. The key attributes of next generation customer service include the ability to:

o Anticipate customer needs by leveraging real time persistent context for proactive engagement

o Automate business processes via communications-enabled business systems for effective voice and web self service transactions

o Accelerate first time contact resolution through optimizing agent, expert, and self-service interactions across channels for efficient operations

Key aspects of our Next Generation Contact Center vision include:o Unified multi-channel and multi-device inbound and outbound collaborationo Intelligent multi-channel routing including a universal queue and persistent

contexto Refine routing accuracy in real-time based on the context of previous

customer interactionso Coordinate multiple resources and channels on conference bridges to

resolve customer requests o Adaptable and dynamic multi-channel self service

o Tools to easily build and tune multi-channel self service interactions based on real time context and advanced analytics

o Unified multi-channel agent and supervisor desktop o Dynamic user interface changes to make it easy for agents to

transition between media types and facilitate collaboration with customers, agents, supervisors and experts

o 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

o Real-time performance management including unified reporting and advanced speech analytics

o This adaptive contact center capability is enabled by real-time, closed loop analytics facilitating the alignment of all contact center resources for optimum performance

o Using these capabilities, you will be able to analyze the emotion, behaviour, agent etiquette and content of contacts in progress


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Avaya Aura® Contact Center 6.2 is orderable via Enterprise Configurator for Heritage NES Customers and via ASD for Heritage Avaya Customers.

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 [email protected]

25.1.Logical Product Component CombinationsAvaya Aura® Contact Center 6.2 comprises a software DVD and one or more licence files. Return and repair is not applicable.

25.2.Recommended Critical and Service Impacting SparesAvaya Aura® Contact Center 6.2 comprises a software DVD and one or more custom generated licence files. Spares are not applicable unless a Business Partner wishes to hold a safety stock of AACC 6.2 DVD.

The channel partner and/or customer is responsible for purchasing the required server(s) hardware in line with Avaya specifications on which AACC 6.2 is installed. The sparing strategy for the required servers should follow the Enterprise wide strategy for server class hardware for the respective channel partner and/or customer.

25.3.Mean Time Between Failures (MTBF)Avaya Aura® Contact Center 6.2 is a software product therefore this section does not apply.The channel partner and/or customer is responsible for purchasing the required server(s) hardware in line with Avaya specifications on which AACC 6.2 is installed. The MBTF of such hardware may be obtained from the hardware vendor.

25.4.Additional InformationRefer to the Appendix for a cross reference to other information contained in the Offer Definition for this product.


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26. Product Catalog: Order Codes and Pricing

Order Codes and pricing are available 60 days in advance of General Availability in Avaya’s Global Pricing and Product Catalog (GPPC). To access: click on the ‘Advanced Notification’ link under the ‘Catalogue’ section in the left-hand navigation/menu bar.

26.1.Accessing GPPCHeritage Nortel: Access the Global Product & Pricing Catalogue (GPPC) from

EMEA EC & GPPC: http://www.avaya.com/ebizuAmericas, APAC & GC - EC & GPPC: http://www.avaya.com/ebiznYou must be a registered user of GPPC to visit this site.

Heritage Avaya: For pricing information please access PLAT and download the price file using PLAT sold to number. In order to do so, please access the Avaya Network via VPN with a User ID for PLAT (ie SAP ID). If in Stand Alone mode or for further information, please contact the Pricing Admin teams: US/CALA - Kathy Romagnoli [email protected] and EMEA/ APAC - Yvon Fresq [email protected]


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27. Ordering Procedures

This section describes the procedures involved in placing orders for the new product.

27.1.Standard Ordering ProceduresStandard ordering procedures for all Avaya Enterprise data and voice products, including:

o Order placement methods, o Lead timeso Service lead timeso Order changes, o Expedited orders and fees,

Heritage Nortel product delivery and shipping methods are provided in the Policies & Procedures section of the Global Product & Pricing Catalogue (GPPC):

EMEA EC & GPPC: http://www.avaya.com/ebizuAmericas, 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. Click here for information on obtaining access to GPPC.

Heritage Avaya, please refer to ASD for standard ordering procedures for products.

27.2. Solution Design Verification Process (SDVP)

To ensure that our customers are successful in deploying Avaya Aura Contact Center 6.2 (AACC), Avaya has taken additional steps to guide customers and their implementation partners on select complex configurations of the AACC design. Avaya will provide partners with an Avaya Design Review, free of charge. This will ensure that your customer receives a smooth and successful installation.

The Avaya Design Review will enable partners to have the resources and Avaya Experts at your disposal to assist you with your customer installation. It is important that your contact center design is validated prior to proceeding with the installation as well as ensuring required Implementation and Quality Framework requirements are satisfied.

The configurations subject to additional Design Review are:

AACC in a SIP environment with both the CM and NES CS1000. AACC in a HA environment Any combination of AACC and SIP with HA AACC with > 100 email agents


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AACC with complex email configurations including webchat, Social Media

Manager

Implementation and Quality Framework Requirements:

A minimum of (1) individual per country must hold a valid Avaya Aura Contact Center - Avaya Certified Implementation Specialist (ACIS). If you have achieved the ACIS certification.

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.Order Configurations, Rules and FormsThis section describes the ways in which an order for the product, its components, and software may be configured and the rules for those configurations.

27.3.1. ConfigurationsRefer to the Avaya Aura® Contact Center 6.2 Product Ordering Information Section of this document.

27.3.2. RulesRefer 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.

27.3.4. Configuration ToolsAvaya Aura® Contact Center 6.2 is available for quotation via ASD Configurator and Enterprise Configurator tools.

o Green field customers = Avaya Aura® Contact Center and Avaya Aura® & Avaya Aura® Contact Center standalone: ASD Configurator

o Avaya legacy customers = CCE migration to Avaya Aura® Contact Center 6.0: Avaya tools

o Avaya NES legacy customers = NES CC 6 and 7 upgrades to Avaya Aura® Contact Center 6.0: Enterprise Configurator


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27.4.For Heritage Avaya Partners:

Order placement and fulfilment process follows the standard supply chain model for Avaya contact center products (ASD Configurator )The software media will be shipped to the customer on a DVD.Order codes include:

o Voice and Multimedia licenses for New/Addo Feature Option licenses and Software DVD

CCE to Avaya Aura® Contact Center migrations (Voice/Multimedia)PLDS (Product Licensing Delivery System) will automatically send instructions for obtaining license keycode via mailbox once the SAP order is placed. https://portal.avaya.com/ptlWeb/getfile?docID=MTAwMDkyMjMw

Should Feature and Functionality support be required for any release, please Call ATAC Pre-Sales, Sales and Technical support at 720-444-7700 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 [email protected] with the words Contact Center on your subject line. If you need design support for AACC, when prompted say “Design” or “ASD” or use the words “Design” or “ASD” instead of “Contact Center” in your e-mail subject line.

27.5.For Heritage NES Partner: o Access the Global Product & Pricing Catalogue (GPPC) from the following

links:

o EMEA EC & GPPC: http://www.avaya.com/ebizu

o 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 Trainingo 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 Configuratoro Meridian Configuratoro NetFormx DesignXpert


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o NetFormx Multi Vendor Toolo OrderProo 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. Services Configuration, Rules and Forms

Avaya Aura® Contact Center 6.2 replaces 6.1 for all factory shipments from 11th July 2011.

28.1.Maintenance Support Offers for Direct Customers Global Direct customers may choose from the following support options: Avaya Direct Support Services

o Sold to AvayaDirect Customers (Typically Global Accounts)– GE5300 - Provides Level 1-3 Tech Support only– GU5300 – Provides Level 1-3 Tech Support and major / minor /

maintenance software releases

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

28.2.Maintenance Support Offers for Non-Accredited Business Partners Business Partners may choose the following level 1-3 support options:Avaya Express Support Serviceso Sold thru Partners and Avaya provides direct customer supporto GE6300 - Provides Level 1-3 Tech Support onlyo GU6300 – Provides Level 1-3 Tech Support and major / minor / maintenance

software releases

Business Partners may resell Avaya 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. Current SS+U for 3 years total pre-pay is 19%, SS+U 3 years annual pre-pay is 21%. These prices are the subject to the same discount levels given to the customer for products.


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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.

28.3.Maintenance Support Offers for Accredited Business Partners Business Partners who are accredited per section 10 of this document may choose the following support options. With these offers, the business partner provides levels 1-2 support; Avaya supports the business partner with level (remote backbone) support.

Sold to Partners (PASS), Partner Assurance Support Services, as Avaya Back up support for Partner Branded services

GE4300 - Provides Level 3 Tech Support only GU4300 – Provides Level 3 Tech Support and major / minor /

maintenance software releases

Avaya extends Software Support (SS) and Software Support plus Upgrades (SS+U) offers to an offer called Joint Services Delivery, or JSD. Some of the Partners who have their own Service Desk capabilities are enabled to sell SS or SS+U as part of a Partner’s bundled offer. In the context of JSD, “Partner” refers to Business Partners, Service Integrators, and Service Providers.

Under JSD, the Partner provides “first call” Service Desk support to their end users. This initial “triage” of end user calls reduces the number of troubles forwarded to Avaya. As a result, Avaya sells the JSD offer at a lower price point than the current SS and SS+U offers. Note that JSD covers software only; hardware is covered under the PSS offer.

JSD is available to all Partners who qualify. To qualify, the Partner must meet Implement/Maintain Authorization requirements, attain and maintain Service Desk Assessment, sign a PSS/JSD Addendum to their One Avaya Reseller Master Reseller Agreement. Where ACS accreditation is required on a product to be supported, the Partner must have at least one Avaya Certified Specialist (ACS) qualified for that product and only the ACS can call the Avaya Service Desk and/or Backbone for support after their triage of the trouble. It is highly recommended that Partners have more than one ACS technician to cover vacations, trouble load, etc.

More details can be found in the Joint Service Delivery Offer Summary, available on the Portal Services A-Z Joint Services Delivery (https://portal.avaya.com/ptlWeb/ts/services).

Additional information regarding each of these options can be found on the Business Partner Portal Services A-Z.


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28.4.Extended Support and End of Services Support Policies

For the latest Service Pack strategy/policy please visit https://enterpriseportal.avaya.com/ptlWeb/internal/services/SV0565/AllCollateral

28.5.Support Advantage Offers The Avaya Support Advantage offer portfolio provides service options designed to maintain and support Customers’ IP Telephony, Contact Center, and Unified Communications solutions and applications. This portfolio of services includes a wide range of responsive and proactive services that take into consideration Customers’ preferences and needs. The Support Advantage portfolio includes the following service offers:

o Essential Support: provides 24x7 remote software and hardware support, defined response times for major and minor issues, access to software updates, services packs and firmware updates, and basic web services for online support. This offer is the minimum service offer that must be purchased to request and receive support from Avaya.

o If a Customer/Channel Partner does not purchase/renew Essential Support (or Preferred Support), then the Customer/ Channel Partner will not have access to Per Incident or Time and Material (T&M) services.o However, if a Customer purchases Essential Support (or Preferred Support), the Customer will be able to purchase support services that are deemed out of scope for their offer on a Per Incident or T&M billable basis. Examples: on site dispatch, move/add/change, etc.

o Essential Co-Delivery Support: Channel Partners who meet certification requirements (ACS/ACSS Level Certification and Service Desk Authorized) may participate in an Essential Co-Delivery model. The Channel Partner will be responsible for the initial troubleshooting and resolution, and can access Avaya’s Backbone team more rapidly (via web access) for advanced technical support. Essential Co-Delivery is not available for Customers.

o Preferred Support: provides all entitlements included in Essential, plus

EXPERT SystemSM monitoring (as applicable), 24x7 resolution of alarms, improved response times for tickets turned in via the web, off board alarming and the Secure Access Link Policy Server.

o Parts: provides Advanced Parts Replacement with the following delivery

options (geography dependent):– Parts can be shipped for arrival the Next Business Day– Critical parts can be couriered over within 4 hours on a 8x5 basis – Critical parts can be couriered over within 4 hours on a 24x7 basis

o Onsite Support: includes Parts Replacement and provides two options

for onsite technician support (geography dependent): 8x5 24x7


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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. Partner Implementation Support Offer

For Avaya authorized partners, Avaya offers advanced implementation services.

Avaya’s advanced implementation support is available via the RACS (Remote Implementation Configuration Support) service offer. Partner may use this service for implementation requirements for new product, application, solutions & technology releases; new personnel on-boarding; complex installations (high load/high complexity/ large multi-site); and high visibility end customer deployments.

RICS provides Avaya partners with: Remote access to a dedicated Avaya Subject Matter Expert for a defined

block of hours A scheduled assessment of the Partner Integration Plan prior to

implementation Access to an Avaya Subject Matter Expert during an implementation

window for pre-in service (Day 0-1) support.


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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 Avaya’s 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/ebizuAmericas, 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.

Heritage Avaya: For assistance please access https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=Parts_Replacement#wlp_Parts_Replacement

29.1.Product Correction Notices (PCNs)Product Correction Notice (PCN) and installation support will be provided to all AvayaSession Manager and System Manager customers. Customers with warranty and postwarranty coverage will typically receive special consideration for the time and materialcharges, if applicable, to a specific product and configuration. PCNs are a function ofthe life cycle of the products. PCN installations will take place between the hours of8am to 5pm (local time), Monday through Friday, excluding Avaya recognized holidays.Special billing consideration will be given to customers who either have an AvayaService Agreement or are under warranty, up to but not exceeding an installation absentof labor and material charges. The determination of PCN charges, if any, will bedetermined on a case-by-case basis by Avaya. Customers who are listed as thetechnical contact will typically be mailed a letter regarding the PCN notification.Avaya U.S. Direct Customers: U.S. Field Service Organization (FSO) technicians willimplement this Change Notice for Avaya U.S. Direct Customers. The EmergingTechnologies Solutions Support (ETSS) group and the FSO Change NoticeAdministration Groups will handle scheduling and coordination.Avaya U.S. BP: Avaya Partners who elect to perform the work to implement thisChange Notice will be responsible for scheduling and coordinating their customer base.Those who elect to have Avaya perform the work will schedule and coordinate throughthe Emerging Technologies Solutions Support (ETSS) team.


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Avaya International: Scheduling of customers requiring a Change Notice will be handledthrough the Emerging Technologies Solutions Support (ETSS) team.When the need arises for Avaya to replace defective components, Avaya Labs will issuea Product Correction Notice (PCN). The standard PCN process applies for SessionManager and System Manager. Some components can be upgraded without the needfor 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 ProductCorrection Notices.NOTE: The Avaya Network Integration Center may support PSN/PCN’s for a fee.Please contact [email protected] for more information.

29.2.Product Support Notices (PSNs)Product Support Notices which replace Service Alerts are issued by Tier 4 Engineersand/or Product Managers to notify the field of technical workarounds, processinformation, or document corrections/clarifications in addition to software/firmwareupdates and hardware replacements.For a list of issued PSNs, go to the Avaya Support Center (http://avaya.com/support)and search under Additional Information for Product Support Notices.


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30. Repair & Return

Not applicable for AACC (a software-only DVD and Licence file product).

30.1.Dead on Arrival (DOA)/Out of Box Failure (OBF)OBF/DOA returns must be identified as defective and requested within 90 days of shipment from Avaya or an Avaya Stocking Distributor. Returns must be accompanied with invoice showing reseller purchase date. If the returned Product is determined to not meet the applicable Avaya specification, Avaya in its sole discretion may impose a restocking fee of the greater of $100.00 or 15% of NPP in the currency that business is done with Avaya.

Note: OBFs reported AFTER 90 days from original ship date are handled under normal warranty coverage. Distributors should follow procedures for standard in-warranty repairs/replacements through Technical Support/Global Repair Service Delivery (GRSD).

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:

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. What Lab Engineers Should Know about the Product?

Avaya Contact Center strategy is based on our vision for the delivery of next generation customer service. An evolution is already underway from voice call centers to multimedia contact centers, and now to context based enterprise-wide customer interaction systems.

Next generation context-based customer service requires the ability to streamline information, processes, and communications to provide a consistent, high-value end-customer engagement. This will enable the contact center of the future to provide enterprises with the ability to deliver the superior customer service experience that customers demand.

Next generation context-based customer service leads to highly satisfied customers and fuels sustainable business growth. The key attributes of next generation customer service include the ability to:

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

Key aspects of our Next Generation Contact Center vision include:

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

Adaptable and dynamic multi-channel self service

- Tools to easily build and tune multi-channel self service interactions based on real time context and advanced analytics

Unified multi-channel agent and supervisor desktop

- 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

Third-party Lab Requirements

Not Applicable


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32. Lab Standardization/Evaluation Program

Special AACC product packages have been created for partner lab equipment or customer lab evaluation purposes. These are orderable via standard process using ASD or EC tool. Partners should use the standard ordering process to obtain product for their demo and support labs.

Channel Partners are encouraged to test new features and procedures in order to help them understand how Avaya Aura® Contact Center 6.2 fits into the solution set.

As part of the Full Service accreditation requirements, channel partners are required to have software installed in their lab.

32.1.Site Requirements

Server Requirements

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- PC client


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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 yoursystem from sudden increases and decreases in electrical power.

- Ensure that nothing rests on your server’s 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 manufacturer’s 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

32.2.Lab Requirements

Lab requirements are not as demanding as production environments and so several applications can co-reside on the same server, including the AMS for media services in the SIP CC configuration – refer to the PVI specification for supported configurations

If the multi-media server (CCMM) is to be installed, then a test email server needs to be provided. The e-mail server (such as Microsoft Exchange) can be installed on the first server of an Active Directory Domain server operating in its own Forest. DNS services should also be available from this Domain controller acting as the Exchange e-mail server for this lab environment if corporate resources are not available to the lab.

Agent User ID’s should be created in the AD and be given exchange e-mail accounts (default configurations) prior to adding them to the CCMS and being administrated in the CCMA and CCMM environments.

Agent PC’s should be added to the AD domain for ease of administration within CCT

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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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.

32.3.Avaya Aura® Contact Center 6.x Server Application OS Support

All Avaya Aura® Contact Center 6.0 / 6.1 / 6.2 Server applications will be supported running on the following Operating systems:

Windows Server 2008 R2 Standard Edition (64-bit version only) Windows Server 2008 R2 Enterprise Edition (64-bit version only). VMware vSphere 4.0 platform with ESXi hypervisor (ESX hypervisor

supported for existing customers also, but not recommended for new deployments)

VMWare vSphere 4.1 platform with ESXi hypervisor Microsoft Hyper-V

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 laterWindows 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


32.5.Lab Standardization Test Plan

Each partner is encouraged to test the features and procedures in the way that best meets their needs and the needs of their customers. It is


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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

32.6.Avaya Support for Lab EvaluationsTechnical Support for Lab facilities will follow the standard support process as outlined in the Technical Support Template.


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33. Lab Tools, Test and Diagnostic Equipment

As part of the system: The Avaya Aura® Contact Center 6.2 product contains several Diagnostic Tools, including:

Event and Alarm Monitors Trace Tools SNMP Support

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.

33.1.Competency Requirements for Diagnostic ToolsContact Center Manager Server will be installed on either a Customer or Channel Partner supplied Hardware platform. Refer to the Manufacturer’s documentation for Diagnostic and Troubleshooting Tools specific to the Hardware platform.

33.2.Remote Access CapabilityThe Contact Center Suite software package does not include any specific remote access capability; however the product is compatible with remote access products including LogMeIn Pro.

33.3.Competency Requirements for Remote AccessGeneral PC and Microsoft RAS knowledge is all that is necessary for setting up and remotely accessing Contact Center. There are no specific training requirements for remote access.


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34. PC Requirements

34.1.Avaya Aura® Contact Center 6.2 Server CapacityThe 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.

34.2.Functionality OverviewThe Capacity Tool provides the following functionality:

Server configuration requirements, i.e. CPU processor speed sizing, disk sizing, and Database sizing for CCMS, CCMA, CCT, CCMM, License Manager, Co-Resident Server

LAN and WAN Bandwidth Requirements for CCMS, CCMA, CCT, CCMM, Citrix Server, License Manager, Co-Resident Server

34.3.DistributionThe Capacity Tool is distributed via the Avaya Support portal: http://portal.avaya.com/ptlWeb/products/P0793/AllCollateral


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35. Ordering Lab Equipment or Software

A number of standard Avaya Aura® Contact Center 6.2 lab configurations have been created to assist partners.

The CS1000 AML configuration is shown with EC order codes (Configuration 1)

The CS1000 SIP configuration is shown with EC order codes (Configuration 2).

The CS1000 licencing required in support of this configuration is also listed.

The Avaya Aura® 5.2.1 /MBT 5.2.1 / Aura 6.1 / ME 6.1 configuration is shown with both EC order codes (Configuration 3a) and ASD order codes (Configuration 3b). Refer to Section 5B of the Product Ordering section of this document for the necessary switch provisioning.

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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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 Number

Description Qty

NT9Y40AA Avaya Aura® Contact Center Manager R6 Nodal Enterprise Base System

1

NT9Y40LA Avaya Aura® Contact Center Multimedia R6 Nodal Base System 1NT9Y40KA Avaya Aura® Contact Center Communications Control Toolkit R6

Nodal Base System for CCMM and CCOA1

NT9Y44PA Avaya Aura® Contact Center R6 Supervisor License – 1 10NT9Y41HA Avaya Aura® Contact Center R6 Report Creation Wizard (RCW)

First 4 Additional Users 1

NT9Y44DA Avaya Aura® Contact Center R6 Nodal Voice Standard Agent Increment 1

10

NT9Y45VA Avaya Aura® Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment – 1

10

NT9Y45QA Avaya Aura® Contact Centre Instant Messaging R6 Agent - 1 (EC) (Note*)

10

NT9Y45EA Avaya Aura® Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent – 1

10

NT9Y41PA Avaya Aura® Contact Center SOA Developer Interface Kit 1


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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

Part Number Description QtyNT9Y40CA Avaya Aura® Contact Center Manager R6 Nodal Enterprise SIP

Base System1

NT9Y40LA Avaya Aura® Contact Center Multimedia R6 Nodal Base System 1

NT9Y40KA Avaya Aura® Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA

1

NT9Y44PA Avaya Aura® Contact Center R6 Supervisor License – 1 10

NT9Y41HA Avaya Aura® Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users

1

NT9Y44JA Avaya Aura® Contact Center R6 Nodal SIP Voice Standard Agent Increment -1

10


10

NT9Y45QA Avaya Aura® Contact Centre Instant Messaging R6 Agent - 1 (EC) (Note*)

10

NT9Y45EA Avaya Aura® Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent – 1

10


No part code - auto provisioned – MAS SIP CC License 1 port

65

NT6W36HB MAS SIP CC Dialog Service 1 port 10

The Following CS1000 Licenses are required to support this configuration

NT9S36EB SIP CC Access License 45

NTE980UAConverged Office Enhanced User License for Microsoft OCS 2007

10 (= qty 1

per agent)

Or Or

NTE980VA Converged Office Premium User License for Microsoft OCS 2007

10 (= qty 1

per agent)


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NOTESThis 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

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Configuration 3a – AVAYA AURA® CONTACT CENTER 6.2 for Avaya Aura® CM switches – Enterprise Configurator order codes

Note: Licenses for UC All Incl


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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

Part Number

Description Qty

NT9Y40CA Avaya Aura® Contact Center Manager R6 Nodal Enterprise SIP Base System 1

NT9Y40LA Avaya Aura® Contact Center Multimedia R6 Nodal Base System1

NT9Y40KA Avaya Aura® Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA 1

NT9Y44PA Avaya Aura® Contact Center R6 Supervisor License – 1 10

NT9Y41HA Avaya Aura® Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users 1

NT9Y44JA Avaya Aura® Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 10


10

NT9Y45EA Avaya Aura® Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent – 1 10


No part code - auto provisioned - MAS SIP CC License 1 port 65

NT6W36HB MAS SIP CC Dialog Service 1 port 10

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Configuration 3b – AVAYA AURA CONTACT CENTER 6.2 for Avaya Aura® CM switches – ASD order codes


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NOTEThis package contains the SOA Interface kit which is

required for Avaya Voice Portal / Avaya Experience Portal integration.

NOTEThis package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.

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

Description Qty

259507 AVAYA AURA® CC6 ENTPRS SIP SYS1

259510 AVAYA AURA® CC6 MMED SYS1

259650 AVAYA AURA® CC6 SUPERVISOR PER PT 10

259515 AVAYA AURA® CC6 RPT RTR 1ST 4 USERS1

263152 Avaya Aura® Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 10

263158 AVAYA AURA® CC6 MMED BUNDLE PER AGT 10

263224 AVAYA AURA® CC6 PREV POBA PER AGENT10

No part code - auto provisioned - MAS SIP CC License 1 port 65

259658 AVAYA AURA®CC6 ENT MAS SIPANCMT SVC PT

10259659 AVAYA AURA®CC6 ENT MAS SIP DIALOG PT

10

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Configuration 4a – AVAYA AURA® CONTACT CENTER 6.2 Multimedia-only Lab System – ASD order codes

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

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 AURA® CONTACT CENTER 6.2 Multimedia Only Lab System – ASD codes

ASD Part

Number

Description Qty

259507 AVAYA AURA® CC6 ENTPRS SIP SYS 1

263154 AVAYA AURA® MC 6 Nodal base 1

263158 AVAYA AURA® CC6 MMED BUNDLE PER AGT 10

AVAYA AURA® CONTACT CENTER 6.2 Multimedia Only Lab System – EC codes

EC Part Number

Description Qty

NT9Y40CA Avaya Aura® CC 6 MN SIP Ent Bas 1

NT9Y40HA Avaya Aura® MC 6 Nod Base 1

NT9Y45VA Avaya Aura® CC 6 MM MAgt Bund -1 10

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Configuration 5 - AVAYA AURA® CONTACT CENTER 6.2 Essential Pre packaged Lab System– ASD order codes

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

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


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NOTEThis package contains the SOA Interface kit which

is required for Avaya Voice Portal / Avaya Experience Portal integration.

AVAYA AURA® CONTACT CENTER 6.2 Pre-packaged Essential SIP Lab System

ASD Part Number

Description

263740 AVAYA AURA® CC6 Essential SIP Lab SYS

AVAYA AURA® CONTACT CENTER 6.2 Pre-

packaged Enterprise SIP Lab SystemEC Part Number

Description

263741 AVAYA AURA® CC6 ENTPRS SIP Lab SYS

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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 Avaya’s 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

36.1.Avaya Aura® Contact Center 6.2 Competency Readiness Information With release 6.2, AACC is now part of the Avaya Connect Competency Model Framework and Partners will be required to comply with Contact Center Solutions credential requirements.

Partners currently accredited on AACC 6.x will maintain their product authorization on AACC at their current service-level until December 31, 2011. To maintain authorization on AACC after this date, partners must complete the Contact Center Solutions credential requirement as outlined in the Avaya Connect Competency Model Framework.

Partners who are currently “in-progress” of completing their AACC 6.x Product Accreditation will be given the option to continue to complete the associated requirements at their current choice of service-level (Full Service or Service Assist) or complete the new Avaya Connect Credentials for Contact Center.

*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.

36.2.Avaya Connect Competency Model Framework for AACC 6.2The following Avaya Connect Credentials will be available for Contact Center and AACC:

Avaya Professional Sales Specialist (APSS) – Solution Credential Avaya Professional Design Specialist (APDS) – Solution Credential Avaya Certified Implementation Specialist (ACIS) – Product Specific for

AACC Avaya Certified Support Specialist (ACSS) – Product Specific for AACC

The individual courseware is outlined for each Avaya Connect Authorization on the Avaya Connect website on the Portal: http://portal.avaya.com/ptlWeb/so/CS200982010226790080/C20102158493668021/SN201021592936682084/SN201021592936682084


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http://portal.avaya.com/ptlWeb/so/CS200982010226790080/C20102158493668021/SN201021592936682084/SN201021592936682084

http://portal.avaya.com/ptlWeb/so/CS200982010226790080/C20102158493668021/SN201021592936682084/SN201021592936682084

http://portal.avaya.com/ptlWeb/so/CS200982010758377012

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36.3.Summary of Core Requirements

36.4.Avaya Professional Sales Specialist (APSS) – Solution CredentialPartners will be required to have a minimum of (2) individuals pass the APSS plus a minimum of (1) individual pass the APDS Assessment Exams in order to gain the Avaya Connect Credential credit. With the passing of the APSS & APDS assessment exams, Partners will benefit by gaining sales & design authorizations to the entire Contact Suite of Products. It is also recommended that Partners complete the Avaya Aura ® Contact Center Knowledge Session to deepen the individual’s selling skill.

Individual courseware for APSS – Contact Center

APSS - Avaya Contact Center

Course# Course Description

Course Duration

(HRs) Media TypeNew Content

AvailableASC00201WEN -- Contact Center Industry Overview 1 e-learn NowASC00673WEN -- Contact Center Fundamentals - Assisted Care

1 e-learn Now

ASC00674WEN -- Contact Center Fundamentals - Performance Solutions

0.5 e-learn Now

ASC00675WEN -- Contact Center Fundamentals - Automated Care

0.75 e-learn Now


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ASC00209WEN -- Competing with Avaya Solutions for Contact Center

0.75 e-learn Now

N/A Designing and Selling Contact Centers2

Learning Link

Now

ASC03000AEN -- APSS – CC Assessment 1 Assessment NowTotal 7

*Recommended Product Specific Knowledge Sessions for AACC 6.2

Contact Center Product Knowledge Sessions

Course Description

Course Duration


Available2C00060O -- Avaya Aura® Contact Center 6.2: What Sales Needs to Know to start the conversation - Level 1

0.5uCon

w/SMEApril 29

2C00061O -- Avaya Aura® Contact Center 6.2: What sales needs to know to continue the conversation - Level 2 (Level 1 prereq)

0.5uCon

w/SMEApril 29

36.4.1. APDS Effective Credential Date ChangeAvaya adjusted the effective date of the change in validity period of the Avaya Professional Design Specialist (APDS) Credential. Any APDS Credential in Unified Communication (UC), Contact Center (CC) or Data that was earned on or before the close of business on 31 December 2010 will be valid for 2 years from the date awarded. All APDS Credentials in UC, CC and/or Data earned after 31 December 2010 will be valid for 1 year

36.5.Individual courseware for APDS – Contact Center Solution Credential

APDS - Avaya Contact Center

Course# Course Description

Course Duration


AvailableATC03000AEN -- Pre-requisite - Avaya Aura ® Fundamental Technology Assessment 1 Assessment NowATC00190WEN -- Contact Center Technology Fundamentals 8

e-learn Now

ALI00120WEN --Advanced Contact Center Design Tools 3 e-learn NowATA00192VEN -- Designing a Winning Solution for Contact Center 8 vILT

Now

ATA03002AEN -- APDS – CC Assessment 3 Assessment NowTotal 23

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 Partner’s current Avaya Contact Center knowledge base.


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Minimum 2 Sales Specialist Required *Credential is valid for 1 year

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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.

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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Minimum 1 Implementation Specialist Required – ACIS Contact Center Credential *Credential is valid for 2 years

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However it is highly recommended that Partners take the 1C0021V “What’s New with Avaya Aura® Contact Center 6.2” course to help bridge the gap on release updates.

36.7.NEW Avaya Certified Support Specialist (ACSS) CertificationThe Service Expert specialization recognizes the partners that have invested in creating a services practice that provides quality service and expertise to meet the implementation and support requirements of customers. This specialization is being introduced globally in acknowledgment of the commitment to services made by partners worldwide.

The ACSS Certifications availability is planned AACC 6.2. Partners currently Full Service authorized for AACC 6.x to co-deliver services will be grandfathered until the expiration date of December 31, 2011. Upon this date a Partner must hold a valid ACSS credential in order to maintain support of the AACC product.

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 3301.14. ACSS 3300.1


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Minimum 1 Implementation Specialist Required – ACIS Contact Center Credential *Credential is valid for 2 years

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37. Feature & Functionality - ATAC Help & Support

The Avaya Technology and Consulting (ATAC) CRM/CTI/Contacts Center Team is responsible for providing Pre-Sale Sales and Technical support for AACC, along with most of the other Products and Solutions in the Avaya CRM/CTI/CC Product and Solutions Portfolio, and we in fact resolve numerous support requests from Avaya Sales Teams and Avaya Business Partners, involving AACC, on a daily basis. In most of the AACC documents, such as the AACC 6.2 Offer Definition, the following statement appears.

37.1.Contact InformationShould Feature and Functionality support be required for any release, please Call ATAC Pre-Sales, Sales and Technical support at 720-444-7700 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 [email protected] with the words Contact Center on your subject line.


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38. Appendix: Product Reference Information

Product InformationAvaya Aura® Contact Center 6 Product page on the www.avaya.com Enterprise Portal.http://portal.avaya.com/ptlWeb/products/P0793/AllCollateral

Application Notes Brochures Case Studies Channel Enablement Package – Business Case and Offer Definition

documents Competitive Information Demos FAQ’s Fact Sheets Job Aids Launch Announcements Podcasts Presentations

The Avaya Aura® Contact Center Feature Guide in the Job aids section provides a solid foundation in the product.

Technical DocumentationAvaya 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


Developer Community InformationAvaya Aura® Contact Center 6 on Avaya DevConnecthttps://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads

End of Document


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