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Date: 11 May 2012

Version 1.8

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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

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TABLE OF CONTENTS
1. ABOUT THIS DOCUMENT ................................................................................................................................. 9 1.1. 2. WHATS NEW IN THIS VERSION ........................................................................................................................ 9

ABOUT AVAYA AURA CONTACT CENTER 6.2 ....................................................................................... 10 2.1. 2.2. PRODUCT OVERVIEW ..................................................................................................................................... 10 AVAYA AURA CONTACT CENTER 6 RELEASE HISTORY .............................................................................. 12

3.

AVAYA AURA CONTACT CENTER 6.2 PRODUCT CAPACITY .............................................................. 17 3.1. ADDITIONAL PRODUCT REFERENCE INFORMATION ....................................................................................... 18

4. 5.

AACC 6.2 RECOMMENDED PLATFORMS AND CONFIGURATIONS................................................... 20 AACC 6.1 & 6.2 COMMERCIAL OFFER ENHANCEMENT OVERVIEW ................................................ 24 5.1. 5.2. AACC 6.1 COMMERCIAL OFFER ENHANCEMENTS ........................................................................................ 24 AACC 6.2 COMMERCIAL OFFER ENHANCEMENT OVERVIEW ........................................................................ 24

6.

AVAYA AURA CONTACT CENTER 6.2 PRODUCT ORDERING IMPORTANT INFORMATION ..... 25 6.1. 6.2. 6.3. 6.4. 6.5. 6.6. IMPORTANT INFORMATION ON IDENTIFYING WHICH ORDER CODES TO USE .................................................... 25 FOR AVAYA AURA CM 5.2.1, MBT 5.2.1 AND AVAYA AURA 6.0.1 CONFIGURATIONS: ................................ 25 FOR NES CS1000 CONFIGURATIONS: ............................................................................................................ 25 UPGRADES FROM AACC 6.0 AND 6.1 TO AACC 6.2 ...................................................................................... 25 PRODUCT ORDERING...................................................................................................................................... 26 AVAYA AURA CONTACT CENTER 6.2 LICENCING........................................................................................... 26 OFFER ENHANCEMENTS FROM 6TH FEBRUARY 2011 ....................................................................................... 27 OFFER SCOPE ................................................................................................................................................. 27 THE AACC-M OFFER ................................................................................................................................... 29 SWITCH PLATFORM ........................................................................................................................................ 31 IMPLEMENTATION SERVICES OFFER .............................................................................................................. 32 SUPPORT SERVICES ........................................................................................................................................ 34 PRICED MATERIAL CODES ............................................................................................................................. 36 COMMERCIAL OFFER ENTERPRISE CONFIGURATOR .................................................................................... 37 COMMERCIAL OFFER AVAYA SOLUTIONS DESIGNER .................................................................................. 40 FAQS............................................................................................................................................................ 42

7.

AVAYA AURA CONTACT CENTER SUITE FOR MIDSIZE ENTERPRISE ............................................ 27 7.1. 7.2. 7.3. 7.4. 7.5. 7.6. 7.7. 7.8. 7.9. 7.10.

8.

CONTACT CENTER MANAGER (CCM) AND VOICE AGENT PROVISIONING - ................................ 47 8.1. AVAYA AURA CONTACT CENTER 6.2 SUPPORTED SWITCH CONFIGURATIONS ............................................... 49 8.2. AVAYA AURA CONTACT CENTER 6.2 ESSENTIAL BASE SOFTWARE PACKAGES ............................................ 49 8.3. AVAYA AURA CONTACT CENTER 6.2 ENTERPRISE CCM (VOICE) BASE SOFTWARE PACKAGES ................... 50 8.4. AVAYA AURA CONTACT CENTER 6.2 MLS BASE SOFTWARE PACKAGES ...................................................... 51 8.5. VOICE AGENTS (INBOUND) AACC 6.2 ESSENTIAL ........................................................................................ 51 8.6. VOICE AGENTS (INBOUND) CCM ENTERPRISE .............................................................................................. 52 8.7. INBOUND VOICE NETWORKING ...................................................................................................................... 54 NETWORK CONTROL CENTER (NCC) ........................................................................................................................ 54 8.8. AVAYA AURA AGENT DESKTOP EMBEDDED SOFT PHONE.............................................................................. 54 8.9. AGENT GREETING .......................................................................................................................................... 56 8.10. AAOA 6.2 - AVAYA COMMUNICATION SERVER 1000 REQUIREMENTS (AML) ............................................. 57 8.11. AVAYA AURA OFFSITE AGENT (AAOA) FOR AVAYA CM ............................................................................ 59 8.12. SUPERVISORS ................................................................................................................................................. 60 8.13. REPORT CREATION WIZARD USERS (ENTERPRISE & AACC-M OFFER ONLY) ............................................... 60

9.

AACC HIGH AVAILABILITY .......................................................................................................................... 62 9.1. 9.2. 9.3. 9.4. CCM STANDBY SERVER ................................................................................................................................ 65 CCM CAMPUS HOT STANDBY (CM 6.0.1) ..................................................................................................... 66 CCM GEOGRAPHIC STANDBY SERVER OPTIONS (CS1000 AML AND CM 6.0.1) .......................................... 66 CCM NCC STANDBY SERVER PACKAGE ....................................................................................................... 67
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10. COMMUNICATION CONTROL TOOLKIT (CCT) CTI PROVISIONING .............................................. 68

10.1. 10.2.

CCT DEVICE RULES ...................................................................................................................................... 68 CCT STANDBY SERVER OPTIONS (CS1000 SIP, CS1000 AML, CM 5.2.1, MBT 5.2.1, MULTIMEDIA STANDALONE AND MULTIMEDIA COMPLEMENT TO ELITE VOICE )................................................................................ 69 10.3. CCT HOT STANDBY SERVER PACKAGE (CM 6.0.1) ....................................................................................... 70 10.4. ASTS (APPLY TO CS1000 ONLY) .................................................................................................................. 71 11. CONTACT CENTER MULTIMEDIA (CCMM) PROVISIONING ............................................................... 72

11.1. AACC MULTIMEDIA STANDALONE AND AACC MULTIMEDIA COMPLEMENT TO ELITE VOICE ...................... 72 11.2. CCMM AGENTS ............................................................................................................................................ 72 11.3. MULTIMEDIA AGENTS GUIDELINES ............................................................................................................... 73 NOTE*: ......................................................................................................................................................................... 77 W ITH AACC 6.2 (SP4) IM AS ROUTED CONTACT TYPE LICENCES MUST BE PURCHASED TO UTILISE AGENT PEERPEER IM. ...................................................................................................................................................................... 77 W ITH SERVICE PACK 5 (SP5) IM AS ROUTED CONTACT TYPE LICENCES IS OPTIONAL TO UTILISE AGENT PEER-PEER IM. ............................................................................................................................................................................... 77 11.4. CCMM AGENT RULES ................................................................................................................................... 77 11.5. CCMM STANDBY SERVER OPTIONS .............................................................................................................. 78 11.6. CCMM HOT STANDBY SERVER FOR CM 6.0.1 .............................................................................................. 78 12. SOA DEVELOPER INTERFACE KIT.............................................................................................................. 80 DEVELOPER COMMUNITY INFORMATION ....................................................................................................... 80 PROVISIONING................................................................................................................................................ 80

12.1. 12.2.

13. SIP SOLUTION PROVISIONING AVAYA MEDIA SERVER, ANNOUNCEMENT AND DIALOG PORTS ............................................................................................................................................................................ 82 13.1. 13.2. 13.3. 13.4. 14. AVAYA MEDIA SERVER (AMS) ..................................................................................................................... 82 ANNOUNCEMENT PORTS (CALLS IN QUEUE).................................................................................................. 83 DIALOG PORTS (SS PORTS) ............................................................................................................................ 83 AMS SERVER PORTS LICENCING ORDERING AND DEPLOYMENT RULES ....................................................... 84

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

14.1. 14.2.

AVAYA CM 5.2.1 CONFIGURATIONS FOR AACC 6.0, 6.1, 6.2........................................................................ 86 AVAYA AURA CONTACT CENTER 6.1, 6.2 (AS MULTIMEDIA COMPLEMENT TO ELITE VOICE) PROVIDES SUPPORT FOR THE AVAYA CM 3.X, 4.X, 5.X AND 6.X PLATFORMS. ............................................................................... 88 14.3. AVAYA AURA CONTACT CENTER 6.1, 6.2 AS STANDALONE MULTIMEDIA ONLY SYSTEM ........................... 89 14.4. AVAYA AURA CM 6.0.1 CONFIGURATIONS FOR AACC 6.2 (WITH AACC VOICE) ..................................... 89 14.5. CS1000 CONFIGURATIONS FOR AACC 6.0/6.1/6.2 SIP ................................................................................. 91 14.6. CS1000 CONFIGURATIONS FOR AACC 6.0/6.1/6.2 AML .............................................................................. 92 15. EXPANSIONS PROVISIONING........................................................................................................................ 93 CCM EXPANSIONS ......................................................................................................................................... 93 CCT EXPANSIONS .......................................................................................................................................... 93 KW TO CC DEVICE UPGRADES:..................................................................................................................... 93 CCM AGENT REDUCTION CODE .................................................................................................................... 93

15.1. 15.2. 15.3. 15.4. 16.

UPGRADES PROVISIONING ........................................................................................................................... 94 AVAYA NES CCM & NES CCE UPGRADES .................................................................................................. 94 CCM AGENT UPGRADE CODES FBP/ENG CODES ....................................................................................... 95 CCT UPGRADES ............................................................................................................................................. 95 CCMM UPGRADES ........................................................................................................................................ 97 AVAYA NES - CCE / SECC MIGRATIONS...................................................................................................... 99 NON SIP TO SIP MIGRATIONS ...................................................................................................................... 100 PRE-PAID SERVICES UPGRADES ................................................................................................................... 100

16.1. 16.2. 16.3. 16.4. 16.5. 16.6. 16.7. 17.

DVD AND LICENSE FILE PROVISIONING ................................................................................................ 102 LICENSE FILE ON MEDIA (ENTERPRISE CONFIGURATOR ONLY) ................................................................... 102

17.1.

18. AVAYA AURA CONTACT CENTER 6.2 CORPORATE COMMERCIAL OFFER (CS1000 ONLY VIA EC) 103 18.1. CORPORATE ORDER TYPES .......................................................................................................................... 103
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18.2. 18.3. 18.4. 18.5. 18.6. 18.7. 18.8. 18.9. 18.10. FEATURE SUMMARY SIP VS. NON-SIP (APPLY TO AACC 6.1 AND 6.2) ....................................................... 104 CORPORATE CONFIGURATION RULES .......................................................................................................... 104 CORPORATE SYSTEM IDS ............................................................................................................................. 104 CORPORATE SYSTEM INDICATOR CODE ....................................................................................................... 105 NEW SYSTEMS AND EXPANSIONS................................................................................................................. 105 BASE SOFTWARE PACKAGES........................................................................................................................ 105 AGENT AND DEVICE CODES ......................................................................................................................... 105 CORPORATE AGENT RULES .......................................................................................................................... 106 CORPORATE SUPPORT FOR PROGRESSIVE OUTBOUND DIALLING (CS1000 AML NEW AND UPGRADE CONFIGURATIONS ONLY) ............................................................................................................................................ 110 18.11. CORPORATE LICENSE MANAGER STANDBY SERVER PACKAGE............................................................... 110 18.12. CORPORATE NCC PACKAGE ................................................................................................................... 110 18.13. CORPORATE CCM STANDBY SERVER ..................................................................................................... 110 18.14. CORPORATE GEO REDUNDANT CCM STANDBY SERVER ....................................................................... 110 18.15. CORPORATE NCC STANDBY SERVER ...................................................................................................... 111 18.16. CORPORATE CCT STANDBY SERVER ...................................................................................................... 111 18.17. CORPORATE CCMM STANDBY SERVER.................................................................................................. 111 18.18. RCW USERS............................................................................................................................................ 111 18.19. SOA INTERFACES.................................................................................................................................... 113 18.20. RECORD ON DEMAND / MULTIPLE DN .................................................................................................... 114 18.21. NETWORKING TYPE................................................................................................................................. 114 18.22. LICENSE FILE ON MEDIA ......................................................................................................................... 114 18.23. CORPORATE TRANSFERS ......................................................................................................................... 115 18.24. CCM NODAL TRANSFERS ....................................................................................................................... 116 18.25. NES CCE 7.1 TRANSFERS ....................................................................................................................... 118 18.26. STANDARD TO NETWORKED NODE DESIGNATOR .................................................................................... 118 18.27. CCMM NODAL TRANSFERS .................................................................................................................... 119 18.28. CCMM STANDBY SERVER TRANSFER .................................................................................................... 119 18.29. CCMM MULTIPLICITY ............................................................................................................................ 119 18.30. CCT NODAL TRANSFERS ........................................................................................................................ 120 18.31. CCT STANDBY SERVER TRANSFER ......................................................................................................... 120 18.32. CC CORPORATE TO AVAYA AURA CONTACT CENTER R6 CORPORATE UPGRADES ............................. 121 18.33. UPGRADE SITES WITH SRS CONTRACTS ................................................................................................. 123 18.34. AGENT REDUCTION CODES ..................................................................................................................... 124 19. AVAYA WFO AND 3RD PARTY WFO/CALL RECORDING FEATURE PROVISIONING ................. 125

19.1. CALL RECORDING FOR AACC IN COMMUNICATION MANAGER SIP CONFIGURATION ................................ 125 19.2. CALL RECORDING FOR AACC IN CS1000 AML CONFIGURATIONS - RECORD ON DEMAND, AND MULTIDN RECORDING ................................................................................................................................................................ 125 19.3. CALL RECORDING FOR AACC IN CS1000 SIP (HYBRID) CONFIGURATION .............................................. 127 20. 21. SUPPORT FOR AGENT BLEND WITH PROACTIVE CONTACT 5.0 HARD DIALER (PG230) ........ 130 SWITCH PLATFORM RULES ....................................................................................................................... 131 FEATURE ACTIVATION REQUIREMENTS ....................................................................................................... 131 COMPATIBILITY MATRIX - AVAYA AURA UNIFIED COMMUNICATIONS PLATFORM .................................. 131

21.1. 21.2. 21.3. 21.4. 21.5. 21.6. 22.

AVAYA AURA UNIFIED COMMUNICATIONS PHONES................................................................................... 132 AVAYA COMMUNICATIONS SERVER 1000.................................................................................................... 132 AVAYA COMMUNICATION SERVER 1000 PHONES ........................................................................................ 133 VOICE SERVICES: AVAYA VOICE PORTAL, AVAYA CALLPILOT AND AVAYA MPS ...................................... 134

SUPPORTED OPERATING SYSTEMS WITH AACC 6.0, 6.1 AND 6.2 .................................................... 135 SERVER APPLICATION OS SUPPORT ............................................................................................................. 135 CLIENT OS SUPPORT .................................................................................................................................... 135 SUPPORTED LANGUAGES .............................................................................................................................. 135 SECURITY FEATURES ................................................................................................................................... 135 SUBSTITUTION OF PARTS ............................................................................................................................. 135 PRODUCT BUNDLING ................................................................................................................................... 136 UPGRADES ................................................................................................................................................... 136 ADMINISTRATION TOOLS ............................................................................................................................. 136

22.1. 22.2. 22.3. 22.4. 22.5. 22.6. 22.7. 22.8. 23.

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


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23.1. 23.2. 23.3. 24. 25. AVAYA AURA CONTACT CENTER 6.2 SERVER CAPACITY GUIDELINES ..................................................... 137 AVAYA AURA CONTACT CENTER 6.X TOOLKITS ON AVAYA DEVCONNECT ............................................. 137 QUOTATION TOOLS & ORDER PROCESS ....................................................................................................... 137

QUALITY FRAMEWORK NEW PRODUCT INTRODUCTION POLICY ............................................... 139 WHAT ORDER MANAGEMENT SHOULD KNOW ABOUT THE PRODUCT? .................................... 140 LOGICAL PRODUCT COMPONENT COMBINATIONS ....................................................................................... 141 RECOMMENDED CRITICAL AND SERVICE IMPACTING SPARES ..................................................................... 141 MEAN TIME BETWEEN FAILURES (MTBF) .................................................................................................. 141 ADDITIONAL INFORMATION ......................................................................................................................... 141

25.1. 25.2. 25.3. 25.4. 26.

PRODUCT CATALOG: ORDER CODES AND PRICING .......................................................................... 142 ACCESSING GPPC ........................................................................................................................................ 142

26.1. 27.

ORDERING PROCEDURES ............................................................................................................................ 143 STANDARD ORDERING PROCEDURES ........................................................................................................... 143 SOLUTION DESIGN VERIFICATION PROCESS (SDVP) ................................................................................... 143 ORDER CONFIGURATIONS, RULES AND FORMS ............................................................................................ 144 FOR HERITAGE AVAYA PARTNERS: ............................................................................................................. 145 FOR HERITAGE NES PARTNER:.................................................................................................................... 145

27.1. 27.2. 27.3. 27.4. 27.5. 28.

SERVICES CONFIGURATION, RULES AND FORMS............................................................................... 147 MAINTENANCE SUPPORT OFFERS FOR DIRECT CUSTOMERS GLOBAL .......................................................... 147 MAINTENANCE SUPPORT OFFERS FOR NON-ACCREDITED BUSINESS PARTNERS ......................................... 147 MAINTENANCE SUPPORT OFFERS FOR ACCREDITED BUSINESS PARTNERS .................................................. 148 EXTENDED SUPPORT AND END OF SERVICES SUPPORT POLICIES ................................................................. 149 SUPPORT ADVANTAGE OFFERS .................................................................................................................... 149 PARTNER IMPLEMENTATION SUPPORT OFFER .............................................................................................. 150

28.1. 28.2. 28.3. 28.4. 28.5. 28.6. 29.

WARRANTY ...................................................................................................................................................... 152 PRODUCT CORRECTION NOTICES (PCNS) .................................................................................................... 152 PRODUCT SUPPORT NOTICES (PSNS) ........................................................................................................... 153

29.1. 29.2. 30.

REPAIR & RETURN ......................................................................................................................................... 154 DEAD ON ARRIVAL (DOA)/OUT OF BOX FAILURE (OBF) ........................................................................... 154

30.1. 31. 32.

WHAT LAB ENGINEERS SHOULD KNOW ABOUT THE PRODUCT? ................................................. 156 LAB STANDARDIZATION/EVALUATION PROGRAM ............................................................................ 158 SITE REQUIREMENTS.................................................................................................................................... 158 LAB REQUIREMENTS .................................................................................................................................... 159 AVAYA AURA CONTACT CENTER 6.X SERVER APPLICATION OS SUPPORT .............................................. 160 AVAYA AURA CONTACT CENTER 6.X CLIENT OS (INTERNET EXPLORER) SUPPORT................................. 160 LAB STANDARDIZATION TEST PLAN ............................................................................................................ 160 AVAYA SUPPORT FOR LAB EVALUATIONS ................................................................................................... 161

32.1. 32.2. 32.3. 32.4. 32.5. 32.6. 33.

LAB TOOLS, TEST AND DIAGNOSTIC EQUIPMENT ............................................................................. 162 COMPETENCY REQUIREMENTS FOR DIAGNOSTIC TOOLS ............................................................................. 162 REMOTE ACCESS CAPABILITY ..................................................................................................................... 162 COMPETENCY REQUIREMENTS FOR REMOTE ACCESS .................................................................................. 162

33.1. 33.2. 33.3. 34.

PC REQUIREMENTS ....................................................................................................................................... 163 AVAYA AURA CONTACT CENTER 6.2 SERVER CAPACITY ......................................................................... 163 FUNCTIONALITY OVERVIEW ........................................................................................................................ 163 DISTRIBUTION .............................................................................................................................................. 163

34.1. 34.2. 34.3. 35. 36.

ORDERING LAB EQUIPMENT OR SOFTWARE ....................................................................................... 164 AUTHORIZATION ........................................................................................................................................... 171 AVAYA AURA CONTACT CENTER 6.2 COMPETENCY READINESS INFORMATION....................................... 171 AVAYA CONNECT COMPETENCY MODEL FRAMEWORK FOR AACC 6.2 ...................................................... 171 SUMMARY OF CORE REQUIREMENTS ........................................................................................................... 172
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36.1. 36.2. 36.3.

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36.4. AVAYA PROFESSIONAL SALES SPECIALIST (APSS) SOLUTION CREDENTIAL ............................................ 172 36.5. INDIVIDUAL COURSEWARE FOR APDS CONTACT CENTER SOLUTION CREDENTIAL .................................. 173 36.6. AVAYA CERTIFIED IMPLEMENTATION SPECIALIST (ACIS) AVAYA AURA CONTACT CENTER TRAINING OPTIONS 173 36.7. NEW AVAYA CERTIFIED SUPPORT SPECIALIST (ACSS) CERTIFICATION .................................................... 175 37. FEATURE & FUNCTIONALITY - ATAC HELP & SUPPORT .................................................................. 177 CONTACT INFORMATION .............................................................................................................................. 177

37.1. 38.

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

Offer Definition
Product Avaya Aura Contact Center 6.2 GA Date 30 June 2011

Rev # Title Offer Definition Avaya Source Prime Martin Walker, Declan Folan, Jennifer Judy 1.8

Rev Date 24 April 2012

Channel Partner /Distributor Target Audience Product Management, Order Management, Training, Lab Engineers, Sales Engineers

CHANGE CONTROL RECORD Date (mm/dd/yy) 05/17/11 07/08/11 08/16/11 09/02/2011 Issue/Version # 1.1 1.2 1.3 1.4 Prime Martin Walker Martin Walker Martin Walker Martin Walker Summary of Changes Initial Release during trial period Updated Release for product launch Updated Release with additional information Updated Release with additional information

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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 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 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

12/12/12

1.6

Declan Folan Vineet Sood Martin Walker

06/02/12

1.7

Declan Folan Martin Walker Diane Knight

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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 Kit Section 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 Partners 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.

Whats 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. 2.1.

About Avaya Aura Contact Center 6.2 Product Overview


Avaya 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 customers 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 Designer


Administrators 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 offline 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 Center


The 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.

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avaya.com Avaya Aura Contact Center 6.1 extended the configurations available with AACC 6.0. A multimedia only configuration is now available. In support of its large installedbase of Avaya Communication Manager/Call Center Elite (CM/Elite) contact centers, including those who might be using Business Advocate, a AACC Multimedia only configuration is now available for hybrid customer contact deployments where customers can continue to operate their CM/Elite platforms to service voice communications channels, along-side an overlay or complement AACC deployment to support multimedia channels only. A multimedia only option with no voice is also available as a standalone multimedia contact center. This configuration can be deployed against competitors or 3 rd party voice solutions.

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
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avaya.com AVP 5.0, 5.1 Dialog Designer 5.0, 5.1 CS1000 SIP or CM Refer to Section 4 for further information on licencing requirements.

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 6.1


Avaya 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
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avaya.com Desktop Enhancements addition of voice contact history and enhanced web chat Avaya Aura Experience Portal 6.0 self service integration Orchestration Designer graphical scripting tool support Campus High Availability and Geographic resiliency for Aura 6.1 configurations (Note: please contact the Avaya ATAC sales engineering team or Avaya APS team for assistance with deployment of this functionality) Switch alignment AACC 6.2 Voice: Aura CM/MBT 5.2.1, Aura 6.1, ME 6.1 AACC 6.2 MM: Unified Desktop for Elite/AACC Multimedia customers NES CS1000 5.0 7.5 Add support for vSphere 4.1 platform with ESXi hypervisor Deliver AACC client language packs and User Guides for 10 additional languages as post-GA update

Note: Customers wishing to deploy the following functionality should contact ATAC for Design Support assistance, and their Avaya designated representative for assistance with Implementation services. Campus High Availability and Geographic resiliency for Avaya Aura CM 6.0.1 configurations Integrated Agent Greeting functionality using the Avaya Media Server for Avaya Aura CM 6.0.1 and CS1000 SIP configurations AACC Enhanced Routing enhancements Call ATAC Pre-Sales, Sales and Technical support at 720-444-7700 or 888-2974700 ( US and AI ) , 720-444-7700 or 31 70 414 8099 (EMEA), or 720-444-7700 or 65 6872 2693 (APAC) and when prompted say CONTACT CENTER or send email to atac@avaya.com with the words Contact Center on your subject line.

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

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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. NOTE For AACC-M (Mid Size) packaged offer capacities, please refer to the following section Avaya Aura Contact Center Suite for Midsize Enterprise.

Inbound Voice Agents

Multimedia Agents

SIP AML SIP AML Platform Platform Platform Platform

Notes The 1500 SIP MM agents can be licenced for email (max 1500) + SMS (max 1500) + Web chat (max 1500)** + Prev/Prog OB (max 1500) + IM (max 1500). The 3000 AML MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500)** + Prev/Prog OB (max 3000)

Avaya CS1000

1500

5000

1500

3000

Avaya Aura for Midsize Enterprise 5.2.1 Multimedia Complement to Call Centre Elite Midsize Enterprise 5.2.1

300

N/A

300

N/A

The 300 SIP MM agents can be licenced for email (max 300) + SMS (max 300) + Web chat (max 300) + Prev/Prog OB (max 300). The 300 SIP MM agents can be licenced for email (max 300) + SMS (max 300) + Web chat (max 300). Note - Preview/Progressive Outbound is not supported with this configuration.

N/A

300

N/A

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avaya.com The 3000 MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500). Note - Preview/Progressive Outbound is not supported with this configuration. The 1000 SIP MM agents can be licenced for email (max 1000) + SMS (max 1000) + Web chat (max 500)** + Prev/Prog OB (max 1000). The 3000 SIP MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500)**. Note - Preview/Progressive Outbound is not supported with this configuration. The 3000 SIP MM agents can be licenced for email (max 3000) + SMS (max 3000) + Web chat (max 500)** + Prev/Prog OB (max 3000) + IM (max 3000) The 300 SIP MM agents can be licenced for email (max 300) + SMS (max 300) + Web chat (max 300) + Prev/Prog OB (max 300) + IM (max 300)

Multimedia Standalone

N/A

3000

N/A

Avaya Aura CM 5.2.1

1000

N/A

1000

N/A

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

N/A

3000

N/A

Avaya Aura CM 6.0.1

3000

N/A

3000

N/A

Avaya Aura ME 6.1

300*

N/A

300*

N/A

Note*: The 11 Oct 2011 Planning & Engineering guide increased the Avaya Aura ME 6.1 capacity to 500 for voice and multimedia agents. The Offer definition will be updated to the higher capacity in line with a forthcoming ASD update to adopt the 500 limit. Note**: The 09 December 2011 Planning & Engineering guide decreases the Web Chat capacity to 500 for all non MBT 5.2.1 /ME 6.1 configurations. This applies to Web Chat Agents and Multimedia Bundle Agents. ASD and EC will be updated to adopt this new limit. Existing Web Chat MBT and ME limits remain at 300.

3.1.

Additional Product Reference Information


3.1.1. Product Information
Avaya 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 FAQs Fact Sheets
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avaya.com 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.

3.1.2. Technical Documentation


Avaya Aura Contact Center 6 Technical Documentation set Fundamentals New In This Release Planning and Engineering Installation Commissioning Administration Maintenance Troubleshooting Upgrades Switch Integration User Guides Data Dictionaries https://support.avaya.com/css/Products/P0793/All_Documents

3.1.3. Developer Community Information


Avaya Aura Contact Center 6 on Avaya DevConnect 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 industrys 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 ongoing 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 Segmentation Customers 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.com Avaya Aura Contact Center Deployment Options Three AACC software options are available: AACC Complete for management of all contact types - inbound voice, outbound voice, email, web chat, SMS text, fax, scanned documents, voice mails, and IM. AACC Complete is the software option provided in the Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) midmarket solution bundles. AACC Complement for management of non-voice multi-channel contact types (email, web chat, SMS, fax, scanned documents, voice mails). Elite manages voice calls on Communication Manager. AACC Standalone for management of non-voice multi-channel contact types (email, web chat, SMS, fax, scanned documents, voice mails). No integration or inter-operation with a voice call center provided. Note: 400 seats is the commercial offer limit for the AACC-M midmarket solution bundles. Above 400 seats, the choice of multichannel platform is determined by customer needs and communication platform. Note: Large Enterprise solution configurations such as AACC Complete on Communication Manager are currently under controlled availability and require additional Avaya approval to ensure customer satisfaction. Please consult your local Avaya representative for review of your configuration.

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avaya.com Recommended Platforms Summary Avaya is committed to the highest quality contact center solutions that offer superior value to any enterprise. The following summarizes guidance to simplify the choice of recommended solution designs. For alternative configurations please work with your Avaya account team and Avaya Technology and Consulting (ATAC) to develop the right solution for your customer. Switch Decision Net New: Propose Avaya Aura (CM)* Existing CM: Upgrade CM < 400 Contact Center Decision New: Propose AACC-M

Existing Elite: Propose AACC Multichannel Complement Existing CCE: Avaya will partner with you to determine the best solution, extend surround Existing NES: Upgrade to AACC Complete (AML) Elite + AACC Complement For Universal Queue: Elite + Interaction Center or AACC Complete (Controlled Availability) Elite + Interaction Center Add or upgrade Elite for voice only Add AACC Multichannel Complement For Universal Queue: Interaction Center Add or upgrade Interaction Center

Existing NES: Upgrade CS1000 AML

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

< 3000**

> 3000**

Voice only Large Contact Centers

Existing CM: Upgrade/extend CM

<3000**

>3000**

New: Propose AACC Complete (AML) Existing NES: Upgrade/extend CS1000 Existing: Upgrade to AACC Complete (AML) Notes: * Avaya Aura is the platform of choice, but you can also propose CS1000 AML to improve customer satisfaction and probability of success ** Agent counts apply to multichannel agents
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avaya.com Existing Avaya customers should continue to leverage their existing platform of choice, with a defined evolution path to the future as follows: Existing heritage Avaya customers, upgrade to the latest release of Elite, consider centralizing with the Avaya Aura platform (Session Manager), surround with common integrated reporting and desktop Existing heritage Avaya NES customers should upgrade to the latest release of AACC with the appropriate configuration Position our ability to add nodal routing through Avaya Intelligent Customer Routing (ICR), including Dynamic Routing, as the next step in further simplifying and enhancing an Avaya-based topology. The eventual introduction of work assignment capabilities will further enhance, but not disrupt our customers existing architecture. Moreover, consider adding social media, analytics, workforce optimization and multichannel capabilities to existing environments with solutions such as Avaya Social Media Manager, Avaya One Touch Video, Avaya Customer Connections Mobile, and Avaya Mobile Supervisor (delivered with Avaya IQ 5.2). This document is primarily focused on the Assisted Experience Management capabilities of the Avaya Aura Contact Center Suite. As you position a solution, dont miss the opportunity to also include Avayas Automated Experience Management, Performance Management, and Workforce Optimization (WFO) capabilities: Avaya Aura Experience Portal, Avaya Proactive Contact, Avaya Proactive Outreach Manager, Avaya IQ, and Avaya Aura WFO. For these or alternate scenarios, Avaya specialists will partner with you to develop the right solution for our customer. Please consult the detailed positioning guides and tools for additional guidance on solution options.

One set of Software media and Licensing supports all options. Avaya Aura Contact Center 6.2 is a dot release. It replaced AACC 6.1 for factory orders at GA and is available as a no-charge service update for AACC 6.0 and 6.1 customers to allow them to upgrade to like-for-like AACC 6.2 functionality. New licenced functionality introduced with AACC 6.2 may be purchased incrementally as required. The ordering rules have been updated to support new AACC 6.2 functionality. The following section builds up the content introduced with AACC 6.0, extended with AACC 6.1 and further extended with AACC6.2.

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5.

AACC 6.1 & 6.2 Commercial Offer Enhancement Overview

5.1.

AACC 6.1 Commercial Offer Enhancements


The 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 Overview


There 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. 6.1.

Avaya Aura Contact Center 6.2 Product ordering important information Important information on identifying which order codes to use
The Description and Material Codes used with the ASD and Enterprise Configurator systems are different. ASD should be used to order AACC for Avaya Aura platform configurations. Enterprise Configurator should be used to order AACC for CS1000 platform configurations.

6.2.

For Avaya Aura CM 5.2.1, MBT 5.2.1 and Avaya Aura 6.0.1 Configurations:
Use codes in blue text marked with (ASD) suffix Material code format = 6 digit numbers

6.3.

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 Keycode@avaya.com For 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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avaya.com NOTE: A reinstall of AACC 6.2 is required to avail of new functionality introduced with the Avaya Aura CM 6.0.1 platform configuration. Please refer to Product documentation for procedures to apply service packs.

6.5.

Product Ordering
The Avaya Aura Contact Center 6.2 Product Ordering guidelines are grouped into the following sections: Contact Center manager CCM and voice agent provisioning Communication Control Toolkit CCT provisioning Contact Center Multi Media CCMM provisioning SOA Developer Interface Kit provisioning SIP Provisioning Avaya Media Server, Announcement and Dialog Ports Switching Platform provisioning for SIP Solution configurations Expansion provisioning Upgrade provisioning DVD and License file provisioning Corporate provisioning Avaya WFO and 3rd party WFO/Call Recording Feature Provisioning Call Pilot replacement provisioning in tandem with Avaya Aura Experience Portal 6.0

NOTE For AACC-M (Mid Size) packaged offer capacities, please refer to the following section

6.6.

Avaya Aura Contact Center 6.2 licencing


Avaya 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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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. Weve 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. NOTES 1: This is a software only offer. Any hardware is configured and priced separately. 2: This offer consists of a packaged AACC Enterprise solution. The AACC Enterprise Offer features and rules that already exist also apply to the AACC-M Offer 3. This Mid Market Offer is only initially available on Avaya Communication Manager 1000 Releases 7.0 & 7.5 AND Avaya Aura 5.2 and 6.1

7.1.

Offer Enhancements from 6th February 2011


To 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 Scope
The offer provides pricing for the following: AACC-M Packaged Offers Standard Package Advanced Package Premier Package
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8 other options allowed are as follows: Soft phones (SIP Only) Campus Resiliency Offsite Agent (Mar 2012) Agent Greeting (Mar 2012) Extra Supervisors (Mar 2012) Extra RCW Licences (Mar 2012) Extra CCT Devices (Mar 2012) SOA Developer Kit (Mar 2012) Specially Priced Implementation Services associated with AACC-M Packaged Offers

7.2.2. Not in Scope


The 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.
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avaya.com Customers, regardless of size, who need significant customization or professional services

7.3.

The AACC-M Offer


The Offer consists of Product and Implementation Services.

7.3.1. Product Offer


The 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 Portion o AACC Enterprise Offer Features capped at 400 Agents WFO Portion o WFO Compliance Recording Offer capped at 400 Ports AAEP Portion o AAEP Port Licences capped at 100 Ports

NOTE Please refer to the latest WFO and AAEP/OD Offer Definition Documents for more information

Packaged Offer Content and Options 3 Packages and 8 optional features : Standard Package Voice Agent Preview/Progressive Outbound Compliance Call Recording Port1 Announcement Port2 Dialog Port Screen Pop (Out of Box Screen pop- SIP ONLY) 1 Supervisor per 10 Voice Agents Advanced Package Voice Agent Preview/Progressive Outbound Compliance Call Recording Port Announcement Port Dialog Port Screen Pop (Out of Box Screen pop- SIP ONLY)

1 2

Call recording includes the compliance recording for voice and does not include screen recording. Announcement and Dialog ports are applicable only when AACC is connected to the voice network via SIP, and are not included for AACC systems connected with Communication Server 1000 via Application Module Link (AML).
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avaya.com 1 Supervisor per 10 Voice Agents Email Agent License Web Chat Agent License Instant Messaging Agent License3

Premier* Package Voice Agent Preview/Progressive Outbound Compliance Call Recording Port Announcement Port Dialog Port Screen Pop (Out of Box Screen pop- SIP ONLY) 1 Supervisor per 10 agents Email Agent License Web Chat Agent License Instant Messaging Agent License Avaya Experience Portal Port License Campus Resiliency 4 Soft Phone License5 Offsite Agent (Mar 2012)6 Agent Greeting (Mar 2012)7 Extra Supervisors (Mar 2012)8 Incremental to the 10% included in the AACC-M Packages Extra RCW Licences (Mar 2012)9 Extra CCT Contact Center Devices (Mar 2012)10 SOA Developer Kit (Mar 201211)

NOTE
Resiliency for AACC Only for other applications (WFO, etc), these can be configured and quoted separately outside of the AACC-M bundles.

The AACC-M Package Rules & Capacities o Minimum Initial Order: 20 agents
3 4

Avaya Presence Server or Microsoft Office Communication Server (OCS) required. Resiliency option is applicable only to AACC. Other applications (Workforce Optimization, Experience Portal, etc.) require that resiliency solutions be configured and purchased separately. 5 One soft phone license is required for each agent using My Computer (aka Road Warrior) or Other Phone (aka Telecommuter) mode for voice calls Refer to Section : Avaya Aura Agent Desktop embedded Soft phone 6 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 7 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 8 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 9 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 10 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 11 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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avaya.com o Maximum Number of Licenses12: 100 Premier / 400 Total 100 Premier 400 Total o Soft phone required for road warrior or telecommuter modes Minimum: 0 Maximum: Sum of AACC-M Packages provisioned o Offsite Agent Minimum: 0 Maximum: Sum of AACC-M Packages provisioned o Agent Greeting Minimum: 0 Maximum: Sum of AACC-M Packages provisioned o Supervisors Minimum: 10% of Sum of AACC-M Packages provisioned (Included) Maximum: Sum of AACC-M Packages provisioned o Report Creation Wizard Minimum: 1 Maximum: 25 o CCT Contact Center Devices Minimum: Sum of AACC-M Packages provisioned (Included) Maximum: 2000 o Resiliency (Yes/No) o SOA Developer Kit (Yes/No)

7.4.

Switch Platform
AACC-M consists of a packaged AACC Enterprise offer and any switch platform rules pertaining to AACC Enterprise apply to AACC-M with one exception For Avaya MES CS1000, AACC-M is initially supported on releases 7.0 and 7.5 ONLY.

7.4.1. 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.

12

For configurations larger than 400 agents or with more than 100 Experience Portal licenses use enterprise licensing.
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Standard Package
Inbound Voice Agent Prev/Prog Outbound Voice Agent WFO Compliance Recording Port Supervisor Port* Announcement Port* Dialog Port

Enhanced Package
Inbound Voice Agent Prev/Prog Outbound Voice Agent WFO Compliance Recording Port Supervisor Port* Announcement Port* Dialog Port

Premier Package
Inbound Voice Agent Prev/Prog Outbound Voice Agent WFO Compliance Recording Port Supervisor Port* Announcement Port* Dialog Port

Notes
Standard Voice Agent

Voice Recording only (not screen recording) *1 provided for every 10 Inbound Voice Agents * SIP AACC only (not required for AACC CS1k/AML solution) * SIP AACC only (not required for AACC CS1k/AML solution) Included by default with AACC - no separate material code (Out of Box Screen pop- SIP ONLY) Included by default with AACC - no separate material code

Screen pop Desktop Client

Screen pop Desktop Client Email Agent Web Chat Agent IM Agent

Screen pop Desktop Client Email Agent Web Chat Agent IM Agent Self Service Port

Avaya Aura Experience Portal Port

7.5.

Implementation Services Offer


This 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 Offer Inbound 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)
Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

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avaya.com Up to 400 Agents (30 Skillsets) Add - Ons Outbound Voice (1 sample campaign) Email ( 5 Mailboxes, 5 Skillsets) Web Chat (1 customer website, 5 Skillsets) IM ( 2 Skillsets, MS OCS or Avaya Presence Server) Call Recording Experience Portal (Implementation only) The Implementation Services Offer Rules Only available for AACC-M Offer Note that any extra implementation services required outside of this offer below can also be provisioned and quoted at normal price.

7.5.1. Avaya Business Partner / Service Provider Prerequisite Requirements to Perform Implementation Services
Installation Services are to be performed by Avaya Professional Services (APS) until Avaya Business Partners are officially trained and certified to perform this work on Avayas behalf, and have completed the required Avaya Quality Framework New Product Introduction (NPI) Policy requirements for Avaya Aura WFO 10.1, Avaya Aura Contact Center 6.2, and Avaya Aura Experience Portal 6.0 if applicable depending on the bundle required. Once these requirements have been met, Avaya Business Partners and Services Only Providers will be authorized to provide installation services directly to the customer. APS implementation support will continue to be available if further assistance is required. The following link provides additional information.
http://portal.avaya.com/ptlWeb/services/SV0555

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

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avaya.com 1. For Avaya Sales Team requests: Go to Avaya Enterprise Portal, Tools, Sales Tools, Salesforce.com. 2. For Distributors and Partners whom have a contract agreement with Avaya to buy services direct, requests go to PRM at www.avaya.com/prmportal. 3. For all other Authorized Business Partner requests, work through your Distributor. 4. Authorized Business Partners may quote/order a-la-carte services by visiting:
http://portal.avaya.com/ptlWeb/spCP/CS2006103115434830059/C20092512724292001/SN200925 134055417094/SN200925134055417094.

7.6.

Support Services
Avaya provides a robust offering of Maintenance services to allow Customers and Authorized Business Partners the ability to choose services which meet their business needs. For Support Advantage offerings on AACC: Essential Support 24x7 Remote Technical Support Preferred Support 24x7 Remote Technical Support with advanced support (OIS remote network system status, enhanced response times) Upgrade Advantage access to upgrades through subscription service Wholesale and Co-Delivery offerings are available for Authorized Partners who have achieved ACSS on AACC portfolio. For Full Coverage (Utility Maintenance) on WFO & AEP: Remote Technical Support 24x7 Software Upgrades Wholesale only is available for the WFO & AEP offering as ACSS certifications are not available on these products Maintenance Services is a Required Attach AACC-M offering. For WFO Utility / Traditional Maintenance mandatory with Product Code 268921, all orders must include the Maintenance code 268921M

7.6.1. Order Requirements CM ASD & Maintenance Configurator


All AACC-M Bundles must include: 1. AACC Package code (268630,31,32) and 2. 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.
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These Services will be available through Avaya Solution Design (ASD) and the Maintenance Configurator.

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 24x7 o Software Release Services access to upgrades through subscription service Express Services (Express) (Gx6300) o Remote Technical Support Services 24x7 o Software Release Services access to upgrades through subscription service

All AACC-M Bundles must include: AACC Package code (NT9Y44UA, UB,UC) and WFO CR Midsize Enterprise Code (NT9Y44UD) The Premier Package Offerings it must include 3 codes AACC Premier Pkg (NT9Y44UC), WFO CR Midsize Enterprise (NT9Y44UD) and AAEP - Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs Lic (NT9Y44UE) The applicable Support PASS and Express are required for each code
EC Material Code EC Description Service Line Numbers EKV EM0 EKW EM0

AACC Standard Package - Currently Available


NT9Y44UA NT9Y44UD NT9Y44UB NT9Y44UD NT9Y44UC NT9Y44UD NT9Y44UE AACC 6 New Standard Package AACC WFO Comp Rec Port AACC 6 New Advanced Package AACC WFO Comp Rec Port

AACC Advanced Package - Currently Available

AACC Premier Package - Currently Available


AACC 6 New Premier Package EKX AACC WFO Comp Rec Port EM0 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 NT9Y44UE NT9Y44WC NT9Y44UE AACC Standard to Premier Migration AACC-M AAEP Licence AACC Advanced to Premier Migration AACC-M AAEP Licence EL0 EM1 EL1 EM1

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

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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 Codes


Following are the Main Priced Material Codes. Enterprise Configurator Material Codes Avaya Solutions Designer Material Codes BLACK text BLUE text

Material Codes
New Standard Package Contents New Standard Package Contents New Advanced Package Contents New Advanced Package Contents New Premier Package Contents NT9Y44UA (EC) NT9Y44UD (EC) 268630 (ASD) 268921 (ASD) NT9Y44UB (EC) NT9Y44UD (EC) 268631 (ASD) 268921 (ASD) NT9Y44UC (EC) NT9Y44UD (EC) NT9Y44UE (EC) New Premier Package Contents 268632 (ASD) 268921 (ASD) 269797 (ASD) Standard To Advanced Standard To Advanced Standard To Premier NT9Y44WA (EC) 268633 (ASD) NT9Y44WB (EC) NT9Y44UE (EC) 268634 (ASD) Standard To Premier 269797 (ASD) NT9Y44WC (EC) NT9Y44UE (EC) 268635 (ASD) Advanced To Premier Resiliency Resiliency Resiliency 269797 (ASD) NT9Y44XA (EC) 268636 (ASD) 269780 (ASD)

Part Description
AACC 6 New Standard Package AACC WFO Comp Rec Port AACC R6 Midsize Enterprise Std Pkg AV WFO R10.1.2 CR Midsize Entprs AACC 6 New Advanced Package AACC WFO Comp Rec Port AACC R6 Midsize Enterprise Adv Pkg AV WFO R10.1.2 CR Midsize Entprs AACC 6 New Premier Package AACC WFO Comp Rec Port AACC-M AAEP Licence AACC R6 Midsize Enterprise Prem Pkg AV WFO R10.1.2 CR Midsize Entprs Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs PT Lic AACC Standard to Advanced Migration AACC R6 Midsize Entprs Std TO Adv MG AACC Standard to Premier Migration AACC-M AAEP Licence AACC R6 Midsize Entprs StdToPrem MG Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs PT Lic AACC Advanced to Premier Migration AACC-M AAEP Licence AACCR6 Midsize Entprs Adv TO Prem MG Avaya Aura CC6 Midsize Enterprise AAEP R6 Exprs PT Lic AACC Midsize Resiliency Package AACC R6 Midsize Entprs Resiliency Pkg CM5 AACC R6 Midsize Entprs Resiliency Pkg CM6

Advanced To Premier

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7.8.

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 Screen


The following screens may be used as a reference to guide for quoting using ASD/Promotion tool. Screen #1 : AACC-M Package Configuration NOTE : 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 phone 15 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 16 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 17 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 18 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 19 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 20 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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Screen #2 : AACC-M Platform Options

Screen #3 : AACC-M New SIP Example Screen

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7.9.

Commercial Offer Avaya Solutions Designer


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 Resiliency21 Soft Phone License22 Offsite Agent23 Agent Greeting24 Extra Supervisors25 Incremental to the 10% included in the AACC-M Packages Extra RCW Licences26 Extra CCT Contact Center Devices27 SOA Developer Kit28

7.9.1.

21

Resiliency option is applicable only to AACC. Other applications (Workforce Optimization, Experience Portal, etc.) require that resiliency solutions be configured and purchased separately. 22 One soft phone license is required for each agent using My Computer (aka Road Warrior) or Other Phone (aka Telecommuter) mode for voice calls Refer to Section : Avaya Aura Agent Desktop embedded Soft phone 23 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 24 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 25 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 26 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 27 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 28 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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7.9.2. Provisioning Steps


Screen #1 : AACC-M Package Configuration

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avaya.com Screen 2 : AACC-M Resiliency

7.10. FAQs
7.10.1. What is the target market for this solution?
The Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) is a software only offer targeted at Greenfield, competitive displacement

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

7.10.3. When should I not position this solution?


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avaya.com Do not position this solution with customers who need a significant level of customization or professional services. Use enterprise pricing for this customer. Cisco and Interactive Intelligence have focused offerings and extremely aggressive sales efforts in this segment. It was decided that in order to avoid losing market share in this space we needed to create a bundled product solution to address the feature/functionality requirements and to complement that solution package with implementation services. Product and services offerings have been priced aggressively to win. The contact center market segment of 20 400 agents represents 57% of the total North American contact center market revenue and 41.5% of the contact center seats globally. This segment is also growing faster than the over 400 segment. The key competitors are Cisco UCCX (not UCCE) and Interactive Intelligence. Other players encountered in this segment include Genesys, Aspect, Zeacom, Mitel, Siemens and Shoretel. Full Marketing Collateral will be available Marketing materials including customer presentations, partner presentations, solution brochures and playbooks are being developed and will be available in September.

7.10.4. Why do we need this solution?

7.10.5. Who are the key competitors in this market segment?

7.10.6. Do we have competitive marketing materials and sales tools?


7.10.7. Do we have marketing materials and sales tools?

7.10.8. Whats in the product solution and what are the prices?
The AACC-M offers, formerly called Mid Market Phase 1, consist of three specially created contact center product bundles to address mid market contact center requirements. Implementation services offers have also been developed to complement the bundles and have been aggressively priced to meet competitive offers: Standard Bundle Voice Agent Preview/Progressive Outbound Compliance Call Recording Port29 Announcement Port30 Dialog Port Screen Pop 1 Supervisor per 10 agents Advanced Bundle Voice Agent Preview/Progressive Outbound

29 30

Call recording includes the compliance recording for voice (connected via SIP) and does not include screen recording. Announcement and Dialog ports are applicable only when AACC is connected to the voice network via SIP, and are not included for AACC systems connected with Communication Server 1000 via Application Module Link (AML).
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avaya.com Compliance Recording Port Announcement Port Dialog Port Screen Pop 1 Supervisor per 10 agents Email Agent License Web Chat Agent License Instant Messaging Agent License

Premier* Bundle Voice Agent Preview/Progressive Outbound Compliance Call Recording Port Announcement Port Dialog Port Screen Pop 1 Supervisor per 10 agents Email Agent License Web Chat Agent License Instant Messaging Agent License Avaya Experience Portal Port License

8 other options allowed are as follows: Campus Resiliency Soft Phone License31 Offsite Agent 32 Agent Greeting 33 Extra Supervisors34 Incremental to the 10% included in the AACC-M Packages Extra RCW Licences35 Extra CCT Contact Center Devices36 SOA Developer Kit37

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

31

One soft phone license is required for each agent using My Computer (aka Road Warrior) or Other Phone (aka Telecommuter) mode for voice calls Refer to Section : Avaya Aura Agent Desktop embedded Soft phone 32 Same Offer, Material Codes and pricing as the AACC Enterprise Offsite Agents offer Refer to Section : AAOA 6.2 - Avaya Communication Server 1000 Requirements (AML) 33 Same Offer, Material Codes and pricing as the AACC Agent Greeting offer Refer to Section : Agent Greeting 34 Same Offer, Material Codes and pricing as the AACC Supervisor offer Refer to Section : Supervisors 35 Same Offer, Material Codes and pricing as the AACC Report Creation Wizard offer Refer to Section : Report Creation Wizard Users (Enterprise & AACC-M offer only) 36 Same Offer, Material Codes and pricing as the AACC CCT offer Refer to Section : Communication Control Toolkit (CCT) CTI Provisioning 37 Same Offer, Material Codes and pricing as the AACC SOA offer Refer to Section : SOA Developer Interface Kit
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avaya.com For Instant Messaging, a presence server must exist or be configured/priced separately Any combination of the bundles may be configured from a minimum sum of 20 and a Maximum sum of 100. Max Premier in a solution is 100.

7.10.10. 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 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 ports vs. 100 Voice Agents is a generous ratio. If a user requires a predominantly AAEP solution, recommend that a full AAPP solution is quoted (dont use AACCM)

7.10.14. When a mid-size customer takes advantage of optional enterprise features, are these priced at a midmarket price?
DF The AACC-M Offer is a tightly yet flexible package of AACC/WFM/WFO Enterprise features at a very attractive price (up to 70% off a la carte enterprise pricing). Any optional features are charged at standard Enterprise pricing.

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.
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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.

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 Voice contacts Multimedia contacts Maximum voice agents Essential Yes No <100 Enterprise Yes Yes CS 1000 TDM: <5,000 CS 1000 SIP: <1500 Avaya Aura CM 5.2.1 SIP: <1000 Avaya Aura CM 6.0.1 SIP: 3,000 Avaya Aura MBT5.2.1 SIP: <300 Avaya Aura ME 6.1 SIP: <300 3000

Maximum Multimedia Agents Multi-site contact center Multi-server contact center High Availability standby server Networking Network Control Center Report Creation Wizard (RCW) Service Oriented Architecture (SOA) web services TDM-based voice services (including CallPilot) GIVE IVR
COLLECT DIGITS OPEN VOICE SESSION and END VOICE SESSION PLAY PROMPT GIVE CONTROLLED BROADCAST ANNOUNCEMENT (not supported on a CS-1000E platform).

Not supported

No No No No No No No

Yes Yes Yes Yes Yes Yes Yes

Yes

Yes

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avaya.com Features and Interfaces Host data exchange (HDX) Database Integration Wizard (DIW) Meridian Link Services (MLS) Host Enhanced Routing (HER) SOA Web Services (Open Queue and Open Networking) Graphical call flows Integrated reporting Skills-based routing Universal queue Integrated music and RAN Default play prompts/ collect digits Optional dialog (basic IVR) ports Unified reporting Historical reports - call by call Historical reports - contact summary reporting (CSR) Historical reports - access and partition management Real-Time Basic Status API Essential No No Enterprise Yes Yes

No

Yes

No

Yes

Yes Yes Voice-only Yes Yes Yes

Yes Yes Yes Yes Yes Yes

Yes No No No

Yes Yes Yes Yes

No

Yes

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 NT9Y40DA EC) 259508 (ASD)

Description Avaya Aura Contact Center Manager R6 Nodal Essential SIP Base System (EC) AVAYA AURA CC6 ESSNTL SIP SYS (ASD)

Notes Enables CCM, CCT & AMS by default Enables CCM, CCT & AMS by default Enables CCM & CCT by default

NT9Y40DB (EC)

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

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8.3.

Avaya Aura Contact Center 6.2 Enterprise CCM (Voice) Base Software Packages
Each new Avaya Aura Contact Center 6.2 system with 10 or more agents requires one base Avaya Aura Contact Center 6.2 software package. For the Enterprise SIP Offers, Announcement ports are automatically provisioned in AACC 6.1 and AACC6.2 qty 1 for each Inbound Voice Agent. For the Enterprise SIP Offers, CCT CC Devices are automatically provisioned in AACC 6.1 and AACC6.2 qty 1 for each Inbound Voice Agent.

Material Codes NT9Y40AA (EC) NT9Y40CA (EC) 259507 (ASD)

Description Avaya Aura Contact Center Manager R6 Nodal Enterprise Base System (EC) Avaya Aura Contact Center Manager R6 Nodal Enterprise SIP Base System EC) AVAYA AURA CC6 ENTPRS SIP SYS (ASD)

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8.4.

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.

NOTES
MLS systems only require one code. An MLS system cannot be upgraded to add CCT, CCMM, HA or Networking. CCT can be run but as an independent product.

Material Codes NT9Y40BA (EC) NT9Y40EA (EC) NT9Y40FA (EC)

Description Avaya Aura Contact Center Manager R6 MLS Base System (EC) Avaya Aura Contact Center R6 MLS CRQM 30 59 (EC) Avaya Aura Contact Center R6 MLS CRQM R60 + (EC)

Notes All other options are disabled. Provision if quantity CR&QM channels in WFO is 30-59* Provision if quantity CR&QM channels in WFO is 60+*

Call Recording and Quality Monitoring requires CCM MLS for the CR&QM channels. The MLS base packages for WFO should only be provisioned if a user is ordering WFO and the EC QRN forces the user to order CCM MLS. Provision the package based on the total of IP CR, IP QM, TDM QM, or Trunk Spans ordered.

8.5.

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 Values


An AACC 6.2 Essential system can have 5 to 100 Inbound Voice agents.

Voice Agent Rules


Default Quantity is 5; Max is 100
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Quantity of Inbound Voice Agents Selected will also enable the same number of CCT CC Devices in the License file
Description Avaya Aura Contact Center R6 Nodal Essential Voice Agent Increment 1-100 (EC) Avaya Aura Contact Center R6 Nodal Essential SIP Voice Agent Increment 1100 (EC) AVAYA AURA CC6 ESSNTL SIP VCE AGT order for Essential

Material Code NT9Y44LA (EC) NT9Y44LB (EC) 259851 (ASD)

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 Values


A 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 Ranges


Agent ranges have been eliminated

8.6.3. Voice Agent Types


CCM 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. Examples 1) 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 requires 450 x NT9Y44JB Avaya Aura Contact Center R6 Nodal Voice Networked Agent Increment -1 Order Codes
Material Code NT9Y44DA (EC) NT9Y44JA (EC) NT9Y44JB (EC) NT9Y44RE (EC) 263152 (ASD) 264644 (ASD) 259851 (ASD) NT9Y44RF (EC) 264645 (ASD) Description Avaya Aura Contact Center R6 Nodal Voice Standard Agent Increment -1 Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment 1 (EC) Avaya Aura Contact Center R6 Nodal Voice Networked Agent Increment -1 (EC) Avaya Aura Contact Center R6 Nodal SIP Voice Networked Agent Increment -1 (EC) AVAYA AURA CC6 ENTP SIP VCE PER AGT AVAYA AURATM CC6 NETWORKED VOICE PER AGT LIC:CU AVAYA AURA CC6 ESSNTL SIP VCE AGT order for Essential Avaya Aura Contact Center R6 Nodal SIP Voice Standard to Networked Agent transfer Increment _1 (Note code applies to AML also) Avaya Aura Contact Center R6 Nodal SIP Voice Standard to Networked Agent transfer Increment _1

NOTES
CCMM Licencing may be required to access some functionality, even in voice only configurations. Note that the following features require the selection of Enterprise Offer and the provisioning of the CCMM Base package and qty 10 Multimedia Agents Web Stats Voice Contact History Drop down list of Activity/Not Ready Reason Codes These features are not accessible with the Essential Offer.

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8.7.

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 NT9Y41DA (EC) 264643 (ASD) Description Avaya Aura Contact Center Manager R6 NCC System (EC) AVAYA AURA CC6 NETWORKED BASE SYSTEM LIC:CU (ASD)

NOTES
Supported for CS1000 network configurations only for AACC 6.0 and 6.1. Supported with CS1000 and CM 6.0.1 and mixed network of CS1000/CM 6.0.1 configurations with AACC 6.2 Not supported for CM 5.2.1 / MBT 5.2.1 / ME 6.1 configurations. Multimedia networking not supported at this time.

8.8.

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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8.8.2. For CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 configurations in which AACC provides voice functionality, and AACC as MM / Elite voice configurations
Avaya Aura Agent Desktop is provisioned automatically for each Voice and MM agent upon selection of Inbound Voice or MM agent licencing In this configuration the Avaya Aura Agent Desktop provides 3 voice modes for the Agent to select from at runtime: 1) Desk Phone (Shared Control - on premises or VPN phone) Your PC shares control with your extensions IP or DCP telephone Your IP or DCP telephone supplies audio 2) My Computer (VoIP Road Warrior) Your PC becomes the telephone at your extension and supplies VoIP 3) Other Phone (Telecommuter) Your PC controls your extension Audio is directed to any telephone that can be called from your CP/CM For mode 1 (Desk Phone) the embedded soft phone licence is not required. For modes2 (My Computer) the embedded soft phone licence must be purchased for each Agent required to login to My Computer mode. For mode 3 (Other Phone /Telecommuter) the embedded soft phone licence is not required and the Avaya Aura Offsite Agent codes for Avaya CM should be ordered instead (ref section 7.11.2).

NOTE
IM and PPOB are not supported in Elite voice / AACC MM complement configurations.

8.8.3. Soft phone License Rules


The 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 Only 5. 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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Material Code 265843 (ASD)

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

NOTES
Supported for CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 configurations in which AACC provides voice. Supported for AACC as MM / Elite as voice complement configuration. Not Supported with CS1000 AML or SIP configurations.

8.9.

Agent Greeting NOTES


Supported 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.

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 rules


The 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 NT9Y40RA (EC)

Description Avaya AuraTM Contact Center R6 Agent Greeting Base System (EC)
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NT9Y44OA (EC) 263221 (ASD) 263520 (ASD) Avaya AuraTM Contact Center R6 Agent Greeting Licence - 1 (EC) AVAYA AURA CC6 AGT GREETING SYS (ASD) AVAYA AURA CC6 AGT GREETING PER PT (ASD)

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 agents 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 Avaya Aura Contact Center 6.2 AMS version 7.0 (part of AACC 6.2) CCMS Version Avaya Aura Contact Center 6.2 (AML) CS1000 Version 5.0 5.5 6.0 7.0 7.5 TDM-SIP Gateway

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

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

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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NOTES
Supported for CS1000 AML configurations. Not Supported with CS1000 SIP configurations. Avaya Aura Offsite Agent 6.2 (AAOA) is an optional component of AACC 6.2 Avaya Aura Offsite Agent 6.2 extends the agent capability beyond the contact center without the need for any special equipment. There are two different solutions possible to enable Offsite Agents, depending on which platform the Avaya Aura Contact Center uses. In contact centers using the Avaya Communication Server 1000 platform the Offsite Agent solution require an Offsite Agent server and a SIP-TDM gateway to connect to the PBX. This is the same deployment used in previous versions of Offsite Agent. Customers using Avaya Aura Unified Communications platforms deploy Offsite Agent using a feature called Telecommuter mode. When using Telecommuter mode, the customer does not require an additional Offsite Agent or SIP-TDM gateway. In both deployments, the agent experience at the desktop is almost identical, with small differences in the behaviour of the calls from the contact center to the offsite telephone.

8.10.2. Prerequisites
Avaya Aura Offsite Agent 6.2 (AAOA) requires the Avaya Aura Contact Center 6.2 and the associated infrastructure. The following table lists the Avaya Aura Offsite Agent 6.2 orderable codes and descriptions at General Availability. This solution is available through Enterprise Configurator.
Material Code NT9S14GA (EC) NT9S21PA (EC) Description Avaya Aura Offsite Agent Base System (EC) Avaya Aura Offsite Agent 1 Agent Increment (EC)

Provisioning Rules 1. CCT Base Pkg & Devices 2. CCM Agent Increments (optional when MM is required) 3. CC AMS Ports Each concurrent Avaya Aura Offsite Agent will consume a CCT user license. Since CCT is an integral part of the AAOA application, the required CCT server and user licenses ARE automatically calculated and included by EC based on the inputs for AAOA.

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avaya.com If CCT is already present in the site (as determined by the history of the site profile) then sufficient CCT user licenses will be added to the configuration and quotation at no charge. If no CCT is present (according to the history of the site profile) then both the CCT server and the CCT user licenses will be automatically provisioned and added to the configuration and quotation at no charge. For Multimedia is (which is optional), Enterprise Configurator will autoprovision a 1:1 relationship of CCT devices for Multimedia to Offsite Agent. Each AAOA Agent requires a minimum of 1 CC Voice Agent. NOTE Gateways may be purchased directly from Audiocodes.

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


Supported 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

Avaya Aura Agent Desktop is provisioned automatically for each Voice and MM agent upon selection of Inbound Voice or MM agent licencing. This feature is available with the for the AACC Enterprise offer (not valid for Essential) In this configuration the Avaya Aura Agent Desktop provides 3 voice modes for the Agent to select from at runtime: 1) Desk Phone (Shared Control - on premises or VPN phone) Your PC shares control with your extensions IP or DCP telephone Your IP or DCP telephone supplies audio 2) My Computer (VoIP Road Warrior) Your PC becomes the telephone at your extension and supplies VoIP 3) Other Phone (Telecommuter) Your PC controls your extension Audio is directed to any telephone that can be called from your CP/CM Avaya Aura Contact Center 6.2 supports the option of configuring an offsite solution with the Avaya CM via the enablement of Other Phone (Telecommuter) mode within the switch is enabled. Other Phone connection mode allows agents to nominate the telephony modes after
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avaya.com launching the Avaya Aura Agent Desktop. The agent experience at the desktop is almost identical, with small differences in the behaviour of the calls from the contact center to the offsite telephone. Provisioning Rules Order qty 1 of 263159 per CM Order qty 1 of 263339 per AAOA (Other Phone/Telecommuter) agent ASD provisions one IP_Agent_Type9 CM per AAOA (Other Phone/Telecommuter) agent
Material Code 263159 (ASD) 263339 (ASD) Description AVAYA AURA CC6 OFFSITE AGT SYS (ASD) AVAYA AURA CC6 OFFSITE AGT PER AGT (ASD)

8.12. Supervisors
With Avaya Aura Contact Center 6.x, supervisors are a licenced feature. This enables a supervisor to access real-time and historical reporting, new report creation and supervisor control and monitoring of agent activity. Order quantity one licence per concurrently logged-in Supervisor. Supervisor/agents require both Supervisor and Agent licences to be purchased. CS1000 configuration upgrades from NES CC to Avaya Aura Contact Center 6.2 via Enterprise Configurator are automatically provisioned with a quantity of Supervisor licenses equal to 10% of the Inbound Voice Agent quantity stored in Avaya factory history for the current NES CC system. Additional supervisor licenses may be purchased by ordering the required additional quantity of the order code.
Material Code NT9Y44PA (EC) 259650 (ASD) Description Avaya Aura Contact Center R6 Supervisor License - 1 (EC) AVAYA AURA CC6 SUPERVISOR PER PT (ASD)

8.13. Report Creation Wizard Users (Enterprise & AACC-M offer only)
The Report Creation Wizard licence enables supervisors to customize reports. One Report Creation Wizard user licence is bundled in the Enterprise base package. Users can order extra RCW users in bundles of 5 up to a maximum 25 users.
Material Code Description Notes

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Material Code NT9Y41HA (EC) NT9Y41JA (EC) 259515 (ASD) 259516 (ASD) Description Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users (EC) Avaya Aura Contact Center R6 Report Creation Wizard (RCW) Users (Bundle of 5) (EC) AVAYA AURA CC6 RPT RTR 1ST 4 USERS (ASD) AVAYA AURA CC6 RPT RTR 5 USERS (ASD Notes First 4 extra users.

Used for 10, 15, 20, 25 users. First 4 extra users. Used for 10, 15, 20, 25 users.

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9.

AACC 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 MBT 5.2.1 CS1000 SIP Multimedia Standalone Elite voice / AACC Multimedia complement CS1000 AML Campus Hot Standby High Availability (Sections 8.1, 9.2,10.5) Geographic High Availability (Section 8.3)
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Campus Warm Standby High Availability (Sections 8.1, 9.2,10.5) Geographic High Availability not supported

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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.

AACC 6.2 Campus HA Solution for CM 6.1 with optional geographic node
Primary Site: Hot Standby Campus AACC
AACC (A) AACC (S)

DR: Warm Standby AACC


AACC (W)

AMS 7.x (A) AMS 7.x (S)

TR-87
AMS 7.x

TR-87

AES 6.1 Active

AES 6.1 Sys Plat


SIP SIP

AES 6.1
ASAI

SMGR 6.1

SM #1 6.1

SM #2 6.1
CCMM (S)

WAN

ASAI

SM #3 6.1

CM 6.0.1 Active
RTP

CM 6.0.1 Standby G4xx

Survivable Core
G4xx

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

AACC 6.2 Campus HA Solution for CS1000 with optional Geographic node
Communication Server 1000E HA Campus Survivable Media Gateway
100 Mbit/s Layer 2

CS 1000E Core 0

CS 1000E Core 1

SMG

CP HA Solution

Active CallPilot

CAMPUS LAN

Standby CallPilot

Cold standby CallPilot

CCMS (A)

CCMS (S)

CCMS (W)

CCT (A)

CCT (S)

CCT (W)

Network

CCMM (A)

CCMM (S)

CCMM (W)

> Realtime data replication: Hot data at remote CCMS(W), CCT(W), CCMM(W)
2010. All rights reserved. 48

Example of Networked High Availability solution comprising two CM 6.0.1, SM 6.1, AES 6.1 Mission Critical High Availability configurations Avaya Aura Contact Center 6.2 supports the Networking of CM 6.0.1, SM 6.1, AES 6.1 Mission Critical High Availability systems. For this configuration each Avaya Aura Contact Center 6.2 must be provisioned with Universal Networking.

Two Networked Campus HA Sites

Virtualised Agent Pool

NSBR
AMS 7.x (A) AMS 7.x (S)

SMG LAN

WAN

AACC
TR-87

AACC
AMS 7.x (A)

AACC
TR-87

AACC
Sys Plat
SIP ASAI

AES 6.1

SIP

ASAI

WAN

NCC
SMGR 6.1 SM #1 6.1

Sys Plat

AMS 7.x (S)

AES 6.1

SM #2 6.1
CCMM (S)

SMGR 6.1

SM #1 6.1

SM #2 6.1
CCMM (S)

CM 6.0.1 Active G4xx

CM 6.0.1 Standby
RTP

CM 6.0.1 Active G4xx

CM 6.0.1 Standby

Site 1:

Site 2:

PSTN
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Ordering Notes: A voice only AACC AML system adds HA by purchasing CCM HA only. A voice only AACC AML system with CCT adds HA by purchasing CCM HA+CCT HA A voice+MM AACC AML system adds HA by purchasing CCM HA +CCT HA + CCMM HA. A voice only AACC SIP (CM or CS1k) always includes CCT, therefore adding HA involves the purchase of CCM HA +CCT HA A voice+Multimedia AACC SIP (CM or CS1k) includes CCT & CCMM, therefore adding HA involves the purchase of CCM HA +CCMM HA +CCT HA A MM standalone or MM Elite Complement always include CCM+CCMM+CCT, therefore adding HA involves the purchase of CCM HA +CCMM HA +CCT HA

9.1.

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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Material Code NT9Y41AA (EC) 259513 (ASD) Description Avaya Aura Contact Center Manager R6 Enhanced Standby Server (EC) AVAYA AURA CC6 ENH STANDBY SRVR (ASD)

Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality.

9.2.

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

Material Code 263222 (ASD)

Description Avaya AuraTM Contact Centre Manager R6 Hot Standby Server (ASD)

Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality.

This applies to CM 6.0.1 configurations only This DOES NOT apply to Avaya Aura Solution Midsize Enterprise 6.1 or any other configuration.

9.3.

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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avaya.com deployed. Geographic Standby Server on its own without Campus HA is not supported. Rules Order qty 1 NT9Y41BA for CS1000 AML Order qty 1 259514 for CM 6.0.1
Material Code NT9Y41BA (EC) 259514 (ASD) Description Avaya Aura Contact Center Manager R6 Geographic Redundancy Standby Server (EC) AVAYA AURA CC6 GEOGRAPHY STANDBY SERVER LIC:CU (ASD)

NOTES Supported for CS1000 AML and CM 6.0.1 configurations only Not supported for CM 5.2.1, MBT 5.2.1, CS1000 SIP, Multimedia Standalone, Elite voice/AACC Multimedia complement and ME 6.1 configurations.

9.4.

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

Material Code NT9Y41EA (EC) 264646 (ASD)

Description Avaya Aura Contact Center Manager R6 NCC Standby Server System (EC) AVAYA AURA CC6 NETWORKED HOT STNDBY SRVR LIC:CU (ASD)

NOTES Supported for CS1000 only for AACC 6.0, 6.1 Supported with CS1000 and CM 6.0.1 with AACC 6.2 Not supported for CM 5.2.1 / MBT 5.2.1 / ME 6.1 configurations.
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10.

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 NT9Y40JA (EC) NT9Y40KA (EC) 264649 (ASD)

Description Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System (EC) Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA (EC) AVAYA AURA CC6 CCT SIP SYS (ASD)

Notes

Only used for CCMM / AAOA / Essential

10.1. CCT Device Rules


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

10.1.1. Device Types


CCT 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 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 agents
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avaya.com b) the number of Elite Voice agents utilizing AAAD c) the number of CCM Voice Agents (inbound)

Material Codes NT9Y46AB (EC) NT9Y46FB (EC) NT9Y46LA (EC) NT9Y46MA (EC) NT9Y46NA (EC) NT9Y46PA (EC) 263539 (ASD)

Description Avaya Aura Contact Centre Communications Control Toolkit R6 Contact Center Device Increment -1 (EC) Avaya Aura Contact Centre Communications Control Toolkit R6 Knowledge Worker Device Increment -1 (EC) Avaya Aura Contact Center Communications Control Toolkit R6 Contact Center Device for CCMM and CCOA Agent - 1 Device (EC) Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Device Increment (EC) Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Data Device Increment (EC) Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR-CC Device Increment (EC) AVAYA AURA CC6 CCT DEVICE PER DEVICE (ASD)

Notes

Only for CCMM / AAOA Agents.

Note: The Simple URL based Out-of-the-box Screen Pop for Salesforce.com is supported on the platforms stated in the below table only: Feature CS1000 AML CS1000 SIP AACM 6.0.1 / 5.2.1 AACC as MM complement to Elite
Yes via CCT for AACC MM, and OneX for Elite voice

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

No

Yes

Yes

10.2. CCT Standby Server Options (CS1000 SIP, CS1000 AML, CM 5.2.1, MBT 5.2.1, Multimedia standalone and Multimedia complement to Elite voice )
CCT Standby Server is an optional feature to provide campus resiliency for CCT for the following configurations: CS1000 SIP CS1000 AML CM 5.2.1 MBT 5.2.1 Multimedia standalone Multimedia complement to Elite voice - all supported Elite complement CM versions are supported, CM 6.x, CM 5.x, CM 4.x, CM 3.x, Midsize Enterprises 5.x) Refer to the product documentation for further information. CCT Standby Server does not apply to Avaya Aura Solution for Avaya CM 6.0.1. Refer to section 9.3 for the Mission Critical High Availability supported with that configuration.
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CCT Standby Server is not available for Avaya Aura Solution for Midsize Enterprise 6.1

Rules

Material Codes NT9Y43AA (EC) 259656 (ASD)

Order qty 1 NT9Y43AA for CS1000 SIP and AML Order qty 1 259656 for CM 5.2.1,MBT 5.2.1, Multimedia complement to Elite voice Order qty of either code for Multimedia standalone.
Description

Avaya Aura Contact Center Communications Control Toolkit R6 Standby Server (EC) AVAYA AURA CC6 CCT STANDBY SRVR (ASD)

Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality. There is no separately orderable CCT Geographic Redundancy code.

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. Rules Order qty 1 263226 for CM 6.0.1
Material Code 263226 (ASD) Description 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. This applies to CM 6.0.1 configurations only This DOES NOT apply to Avaya Aura Solution Midsize Enterprise 6.1 or other configurations.

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10.4. ASTs (apply to CS1000 only)


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

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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

Material Code NT9Y40LA (EC) 259510 (ASD)

Description Avaya Aura Contact Center Multimedia R6 Nodal Base System (EC) AVAYA AURA CC6 MMED SYS (ASD)

11.1. AACC Multimedia standalone and AACC Multimedia complement to Elite voice
NOTE IM and PPOB are not supported in Elite voice / AACC MM complement configurations.

For an AACC Multimedia-only solution or AACC Multimedia Solution complement to Elite (with AACC providing the multimedia functionality and Elite providing the voice functionality), one of the following is required.
Material Code NT9Y40HA (EC) 263154 (ASD) Description Avaya Aura Multimedia Contact R6 Nodal Base System (EC) AVAYA AURA CC6 MMED SYS FOR ELITE (ASD)

Every agent utilizing Avaya Aura Agent Desktop AACC in a Multimedia-only solution or AACC Multimedia Solution complement to Elite (with AACC providing the multimedia functionality and Elite providing the voice functionality), requires a CCMM agent licence.

11.2. CCMM Agents


11.2.1. Agent Values
Each 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). 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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11.2.2. Agent Ranges


CCMM 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 Multiplicity o SMS Agent with Multiplicity o Web Chat Agent with Multiplicity o New Multimedia Agent Bundle with Multiplicity (Includes 1 Email Agent ,1 Web Chat Agent,1 SMS Agent) o Preview / Progressive Outbound o 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 Multiplicity o SMS Agent with Multiplicity o Web Chat Agent with Multiplicity o New Multimedia Agent Bundle with Multiplicity (Includes 1 Email Agent ,1 Web Chat Agent,1 SMS Agent)

NOTE IM and PPOB are not supported in Elite voice / AACC MM complement configurations.

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

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 Software
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avaya.com o CCT Base Software Each Email Agent requires: o Qty 1 CCT CC Device These devices can be shared with Web chat, SMS, PPOB, Multimedia Bundle and IM agents.

11.3.2. Web Chat Agents


Web Chat with Multiplicity - Includes 1 Web chat Agent Web Chat Agents requires the following base packages: o CCMM Base Software o 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. 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.

11.3.3. SMS Agents


SMS with Multiplicity - Includes 1 SMS Agent SMS Agents requires the following base packages:
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avaya.com o CCMM Base Software o CCT Base Software Each SMS Agent requires: o Qty 1 CCT CC Device These devices can be shared with Email, Web chat, PPOB, Multimedia Bundle and IM agents.

11.3.4. Preview / Progressive Outbound (PPOB) Agents


Preview 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.

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.

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

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avaya.com Note The 09 December 2011 Planning & Engineering guide decreased the Web Chat capacity to 500 for all non MBT 5.2.1/ME 6.1 configurations. ASD and EC are being updated to adopt this new limit. This change applies to Web Chat Agents and Multimedia Bundle Agents. Existing Web Chat MBT5.2.1 and ME 6.1 limits remain at 300.

11.3.6. Instant Messaging (IM) Agents


IM 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 IM and PPOB are not supported in Elite voice / AACC MM complement configurations. 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. 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. AACC Configuration IM as routed contact type Agent Peer-peer IM in tandem with Avaya Aura Presence Server 6.1 No Yes (note*) Yes (note*)

CS1000 AML CS1000 SIP CM 6.0.1

AACC as MM

No Yes for OCS 2007 Yes for OCS 2007 and Avaya Aura Presence Server 6.1 No

Not with AACC 6.2 Page 76

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avaya.com complement to Elite voice (SP4). Yes with Service Pack 5 (SP5) Note*: With AACC 6.2 (SP4) IM as routed contact type licences must be purchased to utilise agent peer-peer IM. With Service Pack 5 (SP5) IM as routed contact type licences is optional to utilise agent peer-peer IM.

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.

NOTE IM and PPOB are not supported in Elite voice / AACC MM complement configurations. CCMM Standard Agent Increments Material Code NT9Y45DA (EC) NT9Y45FA (EC) NT9Y45GA (EC) NT9Y45EA (EC) NT9Y45VA (EC) NT9Y45QA (EC) 263155 (ASD) 263157 (ASD) 263156 (ASD) 263224 (ASD) 263158 (ASD) Description Avaya Aura Contact Center R6 Email With Multiplicity Agent - 1 (EC) Avaya Aura Contact Centre Web Chat With Multiplicity R6 Agent - 1 (EC) Avaya Aura Contact Centre SMS With Multiplicity R6 Agent - 1 (EC) Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Instant Messaging R6 Agent - 1 (EC) AVAYA AURA CC6 EMAIL W/MULTI PERAGT (ASD) AVAYA AURA CC6 WEB CHAT W/MUL PERAGT (ASD AVAYA AURA CC6 SMS W/MULTI PER AGT (ASD) AVAYA AURA CC6 PREV POBA PER AGENT (ASD) AVAYA AURA CC6 MMED BUNDLE PER AGT (ASD)
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avaya.com 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: 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. 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 Material Code
NT9Y42AA (EC) 259517 (ASD)

Order qty 1 NT9Y42AA for CS1000 SIP and AML Order qty 1 259517 for CM 5.2.1, MBT 5.2.1, Multimedia complement to Elite voice Order qty of either code for Multimedia standalone. Description

Avaya Aura Contact Center Multimedia R6 Standby Server (EC) AVAYA AURA CC6 MMED STANDBY SRVR (ASD)

Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality. There is no separately orderable CCMM Geographic Redundancy code.

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. Rules Order qty 1 263225 for CM 6.0.1
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avaya.com Material Code 263225 (ASD) Description Avaya AuraTM Contact Centre Multimedia R6 Hot Standby Server (ASD)

Note: Optionally Geographic Redundancy Standby Server (Section 8.3) may also be ordered for CS1000 AML and Avaya Aura Solution for Avaya CM 6.0.1 deployments to provide AACC geographically dispersed standby server functionality. There is no separately orderable CCMM Geographic Redundancy code.

This applies to CM 6.0.1 configurations only This DOES NOT apply to Avaya Aura Solution Midsize Enterprise 6.1 or other configurations.

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12.

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 Information


Avaya Aura Contact Center 6.x on Avaya DevConnect https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads

12.2. Provisioning
Provision qty one of the following order codes per CCM system to enable the following interfaces: CCT Web Service Both SOAP and REST based interfaces are supported for CCT. A series of SOAP (Simple Object Access Protocol) based Open Interfaces are available to 3rd parties to communication enable their applications based on the SOA architecture. These web services are SOAP based allowing applications and customers to discover the functionality offered by each Web Service using the WSDL (Web Service Definition Language) provided. Customers may use these services to create agent tools or combine these services with additional 3rd Party services (Google, Amazon, Microsoft...) to create the next generation of Web 2.0 applications. These web services are hosted on the CCT server and require that the CCT SOA settings be configured and enabled on the CCT server. The Open Interfaces CCT SDK document on DevConnect provides further information. The Avaya Open Interfaces CCT REST API is a set of REST-based web services enabling 3rd party applications to integrate with the Avaya Aura Contact Center. The REST web services complement the set of SOAP2based Avaya Open Interfaces CCT web services, currently providing a subset of their functionality. They are hosted on the Avaya CCT server and require that the CCT SOA settings be configured. The motivation for supporting REST web services in addition to traditional SOAP web services is to support the fast development of lightweight rich applications on the Avaya Aura Contact Center platform. The CCT REST SDK document on DevConnect provides further information. Open Queue Web Service This provides the Open Interfaces Open Queue Web Services, which are required to handle Open Queue contacts within AACC. Customers can queue these third-party contact types into the Contact Center to be routed to skilled idle agents using criteria specified by the application as part of the contact creation or by standard scripting. This web service is hosted on the CCMS
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avaya.com server and requires that the Open Queue and Open Interface Open Queue feature be enabled on the CCMS server. The Open Queue Toolkit SDK document on DevConnect provides further information. Contact center uses the Scripting Web service to access, manipulate, and set User-to-User Information (UUI). The Scripting Web service is dependent on Open Queue functionality; enable the Open Queue license before implementing this Web service OPEN Networking This enables self-service systems and third-party applications to transfer a call into AACC by reserving a Landing Pad on the target contact center and allows custom data to be passed with the call. Landing Pads are the only mechanism supported for Avaya Aura Contact Center integration with Avaya Voice Portal 5.x and Avaya Experience Portal 6.0 in CS1000 AML platform configurations. To enable Landing Pads the OPEN Networking open interface must be provisioned. Landing Pads and SIP UUI are the two mechanisms supported for Avaya Aura Contact Center integration with Avaya Voice Portal 5.x and Avaya Experience Portal 6.0 in Avaya Aura 5.2.1 and 6.1 and CS1000 SIP platform configurations. When Landing Pads are used the OPEN Networking open interface must be provisioned. When SIP UUI is used the OPEN Networking open interface is not required. o Refer to the Avaya Aura Contact Center Fundamentals guide for further information on AVP/ExP Integration and to determine which interface mechanism to use. Description
Avaya Aura Contact Center SOA Developer Interface Kit (EC) AVAYA AURA CC6 SOA DEV KIT (ASD)

Material Code
NT9Y41PA (EC) 259720 (ASD)

The other Web Services supported by Avaya Aura Contact Center 6.2 are bundled within the base software. Note that the SOA Developer Kit licence is required for some Call Recording configurations refer to Section 19 for full information.

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13.

SIP Solution Provisioning Avaya Media Server, Announcement and Dialog Ports
This section details the Avaya Media Server (AMS), Announcement Port and Dialog Port ordering rules, and the Avaya Aura and CS1000 switching configurations. NOTE In previous AACC releases, the Avaya Media Server (AMS) component was previously known as Media Application Server (AMS). An AACC 6.2 solution requires the following components AACC 6.2 DVD o One or more Licences, depending on server configuration AACC 6.2 License(s) AMS License(s)

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. The AMS 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 Service


This 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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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 Service


The 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 Description NT9S36HB (EC) MAS SIP CC Dialog Service 1 port (EC) AVAYA AURA CC6 ESS MAS SIP DIALOG PT 259858 (ASD) (ASD) AVAYA AURACC6 ENT MAS SIP DIALOG PT 259659 (ASD) (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 Single Server Non-HA Warm Standby HA (CM 5.2.1/ MBT 5.2.1/ CS1000 SIP/ MM Standalone and Elite complement) AMS Windows Supported Supported Supported AMS Linux Not Supported Supported Supported. For improved media processing redundancy Contact Center can use an Avaya Media Server cluster. Note: AMS HA mode (2 Linux AMS servers in 1+1 hot standby) is not supported Supported in AMS HA mode. (2 Linux AMS servers in 1+1 hot standby)

Mission Critical HA (CM 6.0.1 only)

Not Supported

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avaya.com NOTES The quantity and licencing of AMS Licences and their installation location is determined by the required configuration and capacity. Refer to ATAC for design assistance. In Contact Center High Availability solutions, Avaya Media Server is not supported installed co-resident with other Contact Center applications. Mission Critical HA is not supported with CS1000 AML or SIP configurations.

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14.

Switching Platform Provisioning


Discontinued New Systems Configurations as of 12th April 2012 The 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 supported) AES 5.2.2 supported) SES 5.2.1 supported) must be deployed (earlier and later release are not currently must be deployed (earlier and later release are not currently must be deployed (earlier and later release are not currently

Avaya Aura Contact Center 6.0/6.1/6.2 provides support for the Avaya Aura for Midsize Enterprises 5.2.1 switching platform. The only Avaya Aura Contact Center 6.0/6.1/6.2 specific licensing requirement for the Avaya Aura 5.2.1 platform, including Avaya Aura for Midsize Enterprises 5.2.1 is the provisioning of the following on the switching platform via the ASD toolsets as appropriate. Note no other specific licensing is required in CM, AES or SES for Avaya Aura Contact Center 6.0.
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avaya.com 1. SIP trunks 2.5 X Qty. Inbound Voice Agents PLUS 1 X Qty. Dialog Ports PLUS 1 X Qty. Announcement Ports 2. Avaya one-X-UC All Inclusive For each Avaya Aura Contact Center 6.0/6.1/6.2 agent provision qty 1 Avaya one-X-UC All Inclusive license.

14.1.1. Avaya one-X UCE All Inclusive in Avaya Aura 5.2.1 and Avaya Aura for Midsize Enterprises 5.2.1
Licenses for UC All Inclusive are included in the Avaya Aura 5.2.1 Enterprise Edition and in the Avaya Aura for Midsize Enterprises MBT 5.2.1 Enterprise Edition for every seat of Avaya Aura purchased. For Avaya Aura 5.2.1 Standard Edition and in the Avaya Aura for Midsize Enterprises MBT 5.2.1 Standard Edition, order the following codes to purchase UC All Inclusive: Material Code STANDARD ( order for AACC 6.0 Essential) 229765 (ASD) UCE R5.2.1 STD/W MBT NEW SEAT 1 (ASD) 229766 (ASD) UCE R5.2.1 STD/W MBT ADD SEAT 1 (ASD) 229760 (ASD) UCE R5.2.1 STD/W CM 5.2 NEW SEAT 1 (ASD) 229761 (ASD) UCE R5.2.1 STD/W CM 5.2 ADD SEAT 1 (ASD) Material Code CMEE ( order for AACC 6.0 Enterprise) UCE R5.2.1 STD/W CMEE MBT NEW SEAT 1 229767 (ASD) (ASD) 229768 (ASD) UCE R5.2.1 STD/W CMEE MBT ADD SEAT 1 (ASD) 229762 (ASD) UCE R5.2.1 STD/W CMEE 5.2 NEW SEAT 1 (ASD) 229763 (ASD) UCE R5.2.1 STD/W CMEE 5.2 ADD SEAT 1 (ASD)

3. DSP Resources Ensure that adequate DSP resources are provisioned on the Avaya Aura 5.2.1 and Avaya Aura for Midsize Enterprises MBT 5.2.1 systems for the required call capacity. Avaya CM 5.2.1 Supported components The following two configurations are supported with AACC 6.0/6.1/6.2. NOTE: Earlier and later releases of these components are not currently supported.

14.1.2. CM 5.2.1
The following components of Avaya Aura 5.2.1 are supported and mandatory for Avaya Aura 5.2.1 / Avaya Aura Contact Center 6.0/6.1/6.2 configurations. This configuration supports up to 1000 active agents. Avaya Aura Communication Manager 5.2.1 Supported and mandatory component
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avaya.com Avaya Aura SIP Enablement Services 5.2.1 Supported and mandatory component Avaya Aura Application Enablement Services 5.2.2 Supported and mandatory component Avaya Aura 5.2.1 component interactions Avaya Aura Presence Services 5.2 - Not supported with AACC 6.x Avaya Aura Session Manager 5.2 - Not supported with AACC 6.x Avaya Aura System Platform 1.1 no direct interaction with AACC 6.x Avaya Aura System Manager 5.2 no direct interaction with AACC 6.x Avaya Aura Communication Manager Branch 2.0 no direct interaction with AACC 6.x Avaya Aura Communication Manager Messaging 5.2.1 no direct interaction with AACC 6.x Avaya Integrated Management 5.2 - no direct interaction with AACC 6.x

14.1.3. Avaya Aura for Midsize Enterprises 5.2.1


Avaya 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. NOTES IM and PPOB contact types are not supported with this configuration. Refer to the Product Documentation for full details.

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14.3. Avaya Aura Contact Center 6.1, 6.2 as standalone Multimedia only system
For AACC 6.2 deployed as Multimedia standalone system, or complement to any 3rd party voice system with no platform interaction. There are no dependent licencing requirements on the voice switching platform. NOTES Inbound Voice, IM and PPOB contact types are not supported with this configuration. Refer to the Product Documentation for full details.

14.4. Avaya Aura CM 6.0.1 Configurations for AACC 6.2 (with AACC

voice)
14.4.1. Avaya Aura Contact Center 6.2 support
The following Avaya Aura CM 6.0.1 components and version numbers must be deployed for AACC 6.2. CM 6.0.1 must be deployed SM 6.1 must be deployed AES 6.1 must be deployed System Manager 6.1 must be deployed to manage SM

14.4.2. CM 6.0.1 Requirements


The CM 6.0.1 Software application is required.

14.4.3. AES 6.1 Requirements


The 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. Provisioning Licenses 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 229001 AES 6.1 STANDARD Edition UCE R6.0.1 STD/W CM 6.0.1

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AES 6.1 STANDARD Edition NEW SEAT 1 UCE R6.0.1 STD/W CM 6.0.1 ADD SEAT 1

NOTES The quantity of Avaya one-X-UC All Inclusive licenses is automatically calculated by ASD. No other AES specific Licencing is required.

14.4.4. CM 6.0.1 SIP Trunk, Session Manager 6.1 and AACC 6.2 AMS Licence Requirements
The CM 6.0.1 SIP Trunk, Session Manager 6.1 licence requirements are dependent on the following parameters: o Trunking types (SIP v non-SIP) into the Avaya Aura CM 6.0.1 o The phones being used by the Avaya Aura Contact Center agents (SIP v non-SIP phones). In order to simplify the commercial ordering the following provisioning recommendations are made: For each AACC 6.2 Voice Agent (inbound or outbound) provision: o qty 3 Communication Manager SIP Trunk Licence PLUS o qty 3 Session Manager SIP Session Licence PLUS o qty 4 AMS Port (includes bundled Announcement Port per agent) Each Dialog Port drives the additional provisioning of qty 1 AMS Port Each WFO Port drives the additional provisioning of qty 1 AMS Port

Provisioning Based on the calculation, provision the relevant quantity of CM 6.0.1 SIP Trunk Licences. These licences are free of charge. The relevant quantity of the follow material code needs to be provisioned. Material Codes 264231 (ASD) AES 6.1 STANDARD Edition SM R6.X SIP CONNECTION LIC ENTITLE

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

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.

Material Code Description NTE980UA Converged Office Enhanced User License for Microsoft (EC) OCS 2007 (EC) OR NTE980VA Converged Office Premium User License for Microsoft (EC) OCS 2007 (EC) Note: AAOA Agents do not require additional Converged Office Users.
2. Provision SIP CC Access License (specially priced code only orderable with a SIP Essential or Enterprise AACC) as follows:

o X Qty. Inbound Voice Agents PLUS o 1 X Qty. Dialog Ports PLUS o 1 X Qty. Announcement Ports Additionally for each Offsite Agent and Offsite Supervisor provision SIP CC Access License (the same code) as follows: 1 X Qty. Offsite Agent 1 X Qty Offsite Supervisor Material Code Description NT9S36EB (EC) SIP CC Access License (EC)

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14.6. CS1000 Configurations for AACC 6.0/6.1/6.2 AML


Avaya 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 Expansions


Additional 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 Description NT9Y46QA Avaya Aura Contact Center Communications Control Toolkit R6 KW(EC) CC Upgrade - 1 Device (EC)

15.4. CCM Agent Reduction Code


Customers 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. Material Code NT9S92AA (EC)

Description 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. NOTE No upgrade needs to be purchased to move from AACC 6.0 or 6.1 to 6.2 however a new factory issued AACC 6.2 Licence must be applied for SIP configuration. A reinstall of AACC 6.2 is required if the UC configuration is being changed and to avail of new functionality introduced with the Avaya Aura CM 6.0.1 platform configuration.

Please refer to Product documentation for procedures to apply service packs. Avaya Aura Contact Center 6.2 Upgrades are only orderable via Enterprise Configurator for CS1000 deployments, and all order codes in this Section are supported in EC only. The following section refers to AACC 6, meaning directly to AACC 6.2, or via AACC 6.0 or 6.1 and upgrading to AACC 6.2 by application of the Service Packs.

16.1. Avaya NES CCM & NES CCE Upgrades


Following 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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Existing Release Proposed Release Base Upgrade Pkg. NT9Y50AA MLS Upgrade NCC Upgrade Standby Server Upgrade NT9Y50DA NCC Standby Server Upgrade NT9Y50EA

Pre-AACC 6.0

AACC 6

NT9Y50BA

NT9Y50CA

CC 7.0 & CC 6.0 CRQM MLS is treated as a normal CC 7.0 MLS package for upgrade purposes i.e. no special CRQM MLS upgrade package. Essential Base Upgrade Software Packages FBP/Eng Codes
Existing Release Pre-AACC 6.0 Proposed Release AACC 6 Base Upgrade Pkg. NT9Y50SA Description NES CCE 7 to AACC 6.0 Essential Base Upgrade

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 Pre-AACC 6.0 Proposed Release AACC 6 Range 1+ NT9Y56FA

16.3. CCT Upgrades


Following 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 Packages


Each CCT to AACC CCT 6 upgrade requires one of the software upgrade packages below. Upgrade Path Pre AACC CCT 6 to AACC CCT 6 Pre AACC CCT 6 to AACC CCT Standby Server Material Description Codes NT9Y54AA Upgrade to Avaya Aura Contact Center Communications Control Toolkit R6 Base 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 Material Path Codes Knowledge Worker Pre AACC 6.0 NT9Y60AA CCT to AACC 6.0 CCT Contact Center Pre AACC NT9Y60DA 6.0 CCT to AACC 6.0 CCT Description

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

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

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avaya.com IVR Devices Pre AACC 6.0 CCT to AACC 6.0 CCT Pre AACC 6.0 CCT to AACC 6.0 CCT Pre AACC 6.0 CCT to AACC 6.0 CCT

NT9Y60RA Upgrade to Avaya Aura Contact Center Communications Control Toolkit R6 - 1 IVR Device Increment

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

NT9Y60LA

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

16.4. CCMM Upgrades


Following product upgrades are supported: CCMM 6.0 to AACC 6 CCMM CCMM 7 to AACC 6 CCMM SWCP 4.0 to AACC 6 CCMM 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.)

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 Pre-AACC6.0 CCMM to AACC6.0 CCMM Material Codes NT9Y62AA Description Upgrade to Avaya Aura Contact Center Multimedia R6 Base

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.
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When Pre-AACC6.0 CCMM to AACC6 CCMM SBS

Material Codes NT9Y62BA

Description 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 Description Codes 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 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.
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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. Desired Type AML Material Codes NT9Y52EA Description Avaya Aura Essential Contact Center Manager R6 Base Migration to Enterprise AML Platform Upgrade to Avaya Aura Contact Center Manager R6 Essential Base + Avaya Aura Essential Contact Center Manager R6 Base Migration to Enterprise SIP Platform Notes Migrating to CCM SIP requires a separate quote. 2 step process

Condition Installed SECC release 2.0,3.0 or 4.2

SIP

NT9Y50SA +

Installed CCE = 7

NT9Y52BA

16.5.2. NES CCE / SECC Agent Migration Codes


Customers 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. A single agent range is used for CCE /SECC Agent Migrations Material Description Codes NT9Y52FA Avaya Aura Contact Center Manager R6 Essential to Enterprise Voice Agent Migration
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avaya.com Material Codes NT9Y52GA Description 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 Migrations


An 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 NT9Y52AA Description 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.

16.7.1. Pre-paid Codes for AACC 6.0 CCM - FBP/Eng Codes (apply to AACC 6.1 and 6.2)
Provisioned if there is a current SRS contract present
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avaya.com Note that there is one single code per activity regardless of release being upgraded from e.g. NT9Y51AA is provisioned for an SCCS 5, CCM6 or CCM7 upgrade to AACC 6.0 CCM. AACC 6.0 Essential Base PrePaid Upgrade NT9Y51FA AACC 6.0 CCM Ent Base PrePaid Upgrade NT9Y51AA AACC 6.0 CCM MLS Pre-Paid Upgrade NT9Y51BA AACC 6.0 CCM NCC Pre-Paid Upgrade NT9Y51CA AACC 6.0 CCM SBS Pre-Paid Upgrade NT9Y51DA AACCM 6 Nodal RCW Pre-Paid Upgrade NT9Y51EA

AACC 6.0 Essential Agent PrePaid Upgrade NT9Y57BA

AACC 6.0 CCM Agent Pre-Paid Upgrade 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 NT9Y53AA AACC 6.0 CCMM Standby Server PrePaid Upgrade NT9Y53BA AACC 6.0 CCMM Agent Upgrade

NT9Y59AA

16.7.3. Pre-paid Codes for AACC 6.0 CCT (apply to AACC 6.1 and 6.2)
Provisioned if there is a current SRS contract present Note that there is one single code per activity regardless of release being upgraded from. AACC 6.0 CCT Base Pre-Paid Upgrade NT9Y55AA AACC 6.0 CCT Standby Server Pre-Paid Upgrade NT9Y55BA AACC 6.0 CTT Device Increment Pre-Paid Upgrade NT9Y61AA AACC 6.0 CCT IVR Device Increment PrePaid Upgrade NT9Y61BA

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17.

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 NT9Y49CA (EC) 700501563 (ASD)

Description Avaya Aura Contact Centre R6.2 Software DVD -1 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 Description Codes 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. AACC 6.0 Standard Options AACC 6.0 or (NonSIP No. Type Networked Feature SIP) Options 1 Corporate Standard Inbound Voice Agents Yes Yes Preview/ Progressive 4 Corporate Standard Outbound Agents Yes Yes Predictive Outbound 5 Corporate Standard Agents No No Calls In Queue/Announcement 6 Corporate Standard Ports N/A Yes 7 Corporate Standard CC SS IVR/Dialog Ports N/A Yes Instant Messaging 8 Corporate Standard Agents N/A Yes 9 Corporate Standard RCW License Yes Yes 10 Corporate Standard Yes Yes SOA Developer Kit 11 Corporate Standard CCT CC Device Yes Yes 12 Corporate Standard CCT IVR Device Yes No 14 Corporate Standard CCT IVR Data Device Yes No CCT IVR Interface 15 Corporate Standard Device Yes Yes 16 Corporate Networked Inbound Voice Agents Yes Yes

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 Description Codes NT9S50MA Avaya Aura Contact Center 6.0 Corporate SIP System Indicator Notes Required for tracking purposes

18.6. New Systems and Expansions


Corporate 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 Packages


Each 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 NT9Y65AA NT9Y65BA NT9Y65CA NT9Y65DA Description Avaya Aura Contact Center 6.0 CCM Corporate Base System Avaya Aura Contact Center 6.0 CCM SIP Corporate Base System Avaya Aura Contact Center 6.0 CCMM Corporate Base System Avaya Aura Contact Center 6.0 CCMM Corporate Outbound Base System Avaya Aura Contact Center 6.0 CCT Corporate Base System Avaya Aura Contact Center 6.0 CCT Corporate Base System for CCMM Avaya Aura Contact Center 6.0 Corporate Base System for CCOA Notes Provisioned per Node if Non-SIP Nodes >0 Provisioned per Node if SIP Nodes > 0

NT9Y65EA NT9Y65FA

NT9Y65GA

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 Rules


Corporate 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 Rules
1. CCMMs Multimedia & Outbound agents each require a voice agent at the same level (i.e. standard or networked). However, these voice agents can be shared. Therefore, the minimum number of voice agents must be equal to or greater than the highest value for Multimedia or Outbound. The user can add more voice agents if they desire to provide dedicated voice agents for these agent types. Any combination of CCMM Multimedia Agents and OB can utilize both Standard and Networked Inbound Voice Agents. Rules A. If Multimedia Agents are required and only Standard Inbound Voice Agents are part of the Corporate solution, then Total No. Inbound Standard Voice Agents must be >= Max No. of Multimedia. If not display error & message to user to provision extra Standard Inbound Voice Agents to at least match the highest number of Outbound or Multimedia Agents.
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avaya.com Example 1: New Corporate Order with 50 Standard Inbound Voice, 60 Network Inbound Voice , 40 Multimedia Agents o Keycode Variables Enabled 50 Corporate Standard Inbound Voice Agents 60 Corporate Networked Inbound Voice Agents 40 Corporate Standard Outbound Agents 40 Corporate Standard Web Comm Agents 40 Corporate Standard Email Agents o Multimedia Agent Material Codes Provisioned 40 x CC-Std Corp Multimedia 1-49 Agents Example 2: Existing Corporate Order with 50 Standard Inbound Voice agents and adding 100 Multimedia Agents o Keycode Variables Enabled 100 Corporate Standard Inbound Voice Agents* 100 Corporate Standard Outbound Agents 100 Corporate Standard Web Comm Agents 100 Corporate Standard Email Agents o Multimedia Agent Only Material Codes Provisioned 100 x CC-Std Corp Multimedia 100-499 Agents NOTE : 50 extra Inbound Voice Standard Agents Provisioned B. If Multimedia Agents are required and Standard Inbound & Networked Inbound Voice Agents are part of the Corporate solution, then Total No. (Inbound + Networked) Standard Voice Agents must be >= Max No. of Multimedia or IM. If not display error & message to user to provision extra Standard Inbound Voice Agents to at least match the highest number of Multimedia Agents Minus the number of Networked Inbound Voice Agents Example 1: New Corporate Order with 50 Standard Inbound Voice, 60 Network Inbound Voice, 150 Multimedia Agents o Keycode Variables Enabled 90 Corporate Standard Inbound Voice Agents* 60 Corporate Networked Inbound Voice Agents 150 Corporate Standard Outbound Agents 150 Corporate Standard Web Comm Email Agents 150 Corporate Networked Web Comm Agents 150 Corporate Standard Email Agents o Multimedia Agent Only Material Codes Provisioned 150 x CC-Std Corp Multimedia 100-499 Agents NOTE : 40 extra Inbound Voice Standard Agents Provisioned
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avaya.com C. If Multimedia Agents are required and only Networked Inbound Voice Agents are part of the Corporate solution, then Total No. Inbound Networked Voice Agents must be >= Multimedia Agents. If not display error & message to user to provision extra Networked Inbound Voice Agents to at least match the Multimedia Agents. 2. Corporate CCMM requires Corporate CCT. If one or more CCMM nodes are included in the configuration, the same number of CCT Nodes is also required. 3. The number of CCMM nodes required must be less or equal to the number of CCM Nodes in the solution 4. Each Multimedia Agent requires a Corporate CCT CC Device. Note that if CCT is not part of the solution, then the minimum number of CCT base packages and devices must be selected from the CCT screen; this activity provisions the relevant zero priced codes. These Corporate CCT CC devices can be shared by these agents. The number of zero priced CCT CC devices to be provisioned for these agents equals the lowest of the following values: a) Multimedia Agents b) 1000 x CCMM Nodes c) the number of CCM Voice Agents (inbound)

EXAMPLE #1: A Corporate Solution with o 5 CCM Nodes with 3000 Inbound Voice Agents o 4 CCMM Nodes with 500 Multimedia Agents will require o 4 Corporate CCT Nodes 1500 CCT CC Devices to be also provisioned (Case a) 500+500+500

EXAMPLE #2: A Corporate Solution with 5 CCM Nodes with o 1000 Inbound Voice Agents 2 CCMM Nodes with o 600 Multimedia Agents will require 2 Corporate CCT Nodes o 1000 CCT CC Devices to be also provisioned (Case c) No of Inbound Voice Agents) 5. Additional CCT Devices (above the requirement for zero priced CCMM devices) can also be purchased at full price. 6. Each Standard Voice Agent assigned to SIP requires a CCT CC device. 7. CCT CC Devices must be equal to or greater than the sum of the CCMM-required devices + CCM SIP-based Voice Agents.
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avaya.com 8. CCM agents require a CCM Node at the same level (i.e. Standard or Networked, up to the maximum) 9. CCMM Multimedia Agents require a CCMM Node (up to the maximum). 10. CCT devices require a CCT Node (up to the maximum). Agent Codes: Material Codes NT9Y66AA NT9Y66AB NT9Y66AC NT9Y66AD NT9Y66AE NT9Y66AF NT9Y66AG NT9Y66AH NT9Y66AJ NT9Y66AK NT9Y66BA NT9Y66BB NT9Y66BC NT9Y66BD NT9Y66BE NT9Y66CA NT9Y66CB NT9Y66CC NT9Y66CD NT9Y66CE NT9Y66FA NT9Y66FB NT9Y66FC NT9Y66FD Description Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 50-99 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate Standard Voice Agent - 2000+ Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 5099 Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate Networked Voice Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate Networked Voice Agent 2000+ Avaya Aura Contact Center R6 Corporate Multimedia Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 50-99 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate Multimedia Agent - 2000+ Avaya Aura Contact Center R6 Corporate IM Agent - 1 to 49 Avaya Aura Contact Center R6 Corporate IM Agent - 50-99 Avaya Aura Contact Center R6 Corporate IM Agent - 100 to 499 Avaya Aura Contact Center R6 Corporate IM Agent - 500 to 1999 Avaya Aura Contact Center R6 Corporate IM Agent - 2000+ Avaya Aura Contact Center R6 CCT Corporate Contact Center Device 1 Device Avaya Aura Contact Center R6 CCT Corporate IVR - 1 Device Avaya Aura Contact Center R6 CCT Corporate IVR DATA - 1 Device Avaya Aura Contact Center R6 CCT Corporate IVR Contact Center Interfaces - 1 Device Avaya Aura Contact Center R6 CCT Corporate CC Device for CCMM / CCOA 1 Device Avaya Aura Contact Center R6 CCM Corporate RCW Users Avaya Aura Contact Center R6 CCM Corporate CCOA Agent
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NT9Y66GA NT9Y66HA NT9Y66JA

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18.10. Corporate support for Progressive Outbound Dialling (CS1000 AML new and upgrade configurations only)
Progressive Outbound dialling is supported in a Corporate Licencing configuration for CS1000 AML new and upgrade configurations only. There are no special Corporate order codes and the standard Predictive Outbound codes and rules as detailed in Section 3 apply.

18.11. Corporate License Manager Standby Server Package


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

18.12. Corporate NCC Package


Corporate 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 NT9Y67BA Description Avaya Aura Contact Center R6 CCM Corporate NCC System

18.13. Corporate CCM Standby Server


Corporate Standby Server is an optional package for the CCM nodes. Maximum value is equal to the number of CCM nodes. Material Codes NT9Y67CA Description Avaya Aura Contact Center R6 CCM Corporate Standby Server

18.14. Corporate GEO Redundant CCM Standby Server


Corporate GEO Standby Server is an optional package for the CCM nodes. Maximum value is equal to the number of CCM nodes. Material Codes NT9Y67DA Description Avaya Aura Contact Center R6 CCM Geo Redundant Corporate Standby Server

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18.15. Corporate NCC Standby Server


Corporate NCC Standby Server is an optional package for the CCM nodes. Maximum value is equal to the number of CCM nodes. Material Codes NT9Y67EA Description Avaya Aura Contact Center R6 CCM Corporate NCC Standby Server

18.16. Corporate CCT Standby Server


Corporate CCT Standby Server is an optional package for the CCT nodes. Maximum value is equal to the number of CCT nodes. Material Codes NT9Y67FA Description Avaya Aura Contact Center R6 CCT Corporate Standby Server

18.17. Corporate CCMM Standby Server


Corporate CCMM Standby Server is an optional package for the CCMM nodes. Maximum value is equal to the number of CCMM nodes. Material Description Codes NT9Y67GA Avaya Aura Contact Center R6 CCMM Corporate Standby Server

18.18. RCW Users


18.18.1. New CC - No Transfers
When 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 RCWs 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 RCWs ordered.

18.18.2. CC with SCCS and SECC Transfers


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

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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 RCWs present in the CCC Base systems covers the transferring RCWs (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 RCWs 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 Users


Additional RCW users can be adding using the RCW Corporate Code, up to a maximum of 25 RCW users per CCM node. Material Codes NT9Y67JA Description 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 1 Code Description NT9S51QA CCM ZP Corp RCW Users 5

Note : This is because each new Corporate receives 5 RCW free of charge. Example 2: User is transferring 2 CCMs both with 1 RCW, into a NEW CCC, with no additional RCW users added. The user would receive: Qty 1 Code Description NT9S51QA CCM ZP Corp RCW Users 5

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avaya.com Note : This is because each new Corporate receives 5 RCW free of charge and any existing qty.s of 1 are ignored as they were provisioned free of charge. Example 3: User is transferring 3 CCM and 1 SCCS nodes to an NEW CCC, plus adding 10 new RCWs. Site details as follows: System Type Site ID RCWs Installed 20 1 0 5

CC6 008805267 CC6 318805560 SCCS4.2 008801189 CC7 928811415 Plus qty. 10 New RCWs In this case the user is provisioned: Qty 1
25 2

Description
CCM ZP Corp RCW Users 5 - This is the zero price Corporate RCW Bundle always provisioned. CCM RCW Users Corporate Transfer as there are 25 paid RCWs present in the transferring nodes. CCM 8 Corporate RCW Users (Bundle of 5) provisioned as qty. of 10 selected as new additional RCWs.

Example 4: User has a CC7 Corp License with 5 RCWs and wants to transfer CC6.0 #1 with 1 RCW, CC6.0 #2 with 10 RCWs and Avaya Aura Contact Center R6 #3 with 1 RCW, the total number of RCWs to transfer to Corporate would be 10.

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 NT9Y67KA NT9Y67KB NT9Y67KC NT9Y67KD Description CC SOA Developer Interface Kit #1 CC SOA Developer Interface Kit #2 CC SOA Developer Interface Kit #3 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 NT9Y67LA NT9Y67LB NT9Y67LC NT9Y67LD Description Avaya Aura Contact Center R6 Corporate CRQM Record On Demand Avaya Aura Contact Center R6 Corporate CRQM Multiple DN Recording - 1 License Avaya Aura Contact Center R6 Corporate Record On Demand Avaya 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 Description Codes NT9S35AA Avaya Aura Contact Center R6 CCM Universal Networking

18.22. License File on Media


The 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 NT9S34AA License File on Media

Description

18.23. Corporate Transfers


Existing 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 transfers Product Release SCCS 1.5, 3.0, 4.0, 4.2, and 5.0 SECC 2.0, 3.0, 4.2 SWCP 4.0 TAPI 3.0 CCE 7, AACC6.0 CCM 6.0, 7, AACC6.0 CCMM 6.0, 7, AACC6.0 CCT 6.0, 7, AACC6.0

Transfer / Migrations To Corporate CCM Corporate CCM Corporate CCMM Corporate CCT Corporate CCM Corporate CCM Corporate CCMM Corporate CCT

For pre- Avaya Aura Contact Center R6 products, the transfer will include the software to upgrade the system to AACC6.0.

18.23.1.SCCS Transfers
SCCS transfers are supported but two sets of codes are provisioned for each transfer: SCCS Nodal Upgrade to Nodal CCM codes, per rules in CCM Nodal PRID. CCM Nodal to CCM Corporate Transfer codes per rules in subsequent sections.

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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avaya.com SECC to Avaya Aura Contact Center R6 Voice Agent Migrations (per rules today) CC Voice Agent Transfer to CC Corporate (per rules today)

It is not necessary to provision a New Corporate Base Package for SECC 2.0/3.0 transfers because the nodal base that is provisioned is taken up to corporate with the transfer package.

18.23.3.SWCP Transfers
SWCP transfers are supported but two sets of codes are provisioned for each transfer: SWCP Nodal Upgrade to Nodal CCMM codes, per rules in CCMM Nodal PRID. CCMM Nodal to CCMM Corporate Transfer codes per rules in subsequent sections. SCCS or SECC systems cannot be transferred to Corporate CCM where the switch history also shows an installed SWCP.

18.23.4.TAPI 3.0 Transfers


TAPI 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 Transfers


Each 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
NT9Y68AA NT9Y68BA NT9Y68CA

Description
Avaya Aura Contact Center R6 CCM Nodal to Avaya Aura Contact Center R6 CCM Corporate Transfer Avaya Aura Contact Center R6 CCM SIP Nodal to Avaya Aura Contact Center R6 CCM SIP Corporate Transfer Avaya Aura Contact Center R6 CCM Offsite Agent Base Corporate Transfer

18.24.1.CCM Nodal Agent Transfer Codes


Installed 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 Description
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avaya.com Material Codes NT9Y69AA NT9Y69AB NT9Y69AC NT9Y69AD NT9Y69AE NT9Y69AG NT9Y69AH NT9Y69AJ Description CC Nodal to Corporate Standard Voice Agent - 1 to 49 CC Nodal to Corporate Standard Voice Agent - 50-99 CC Nodal to Corporate Standard Voice Agent - 100 to 499 CC Nodal to Corporate Standard Voice Agent - 500 to 1999 CC Nodal to Corporate Standard Voice Agent - 2000+ CC Nodal to Corporate Offsite Agent CC Nodal to Corporate Offsite Supervisor Port CC Nodal to Corporate Agent Greeting Port

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 Codes


Installed 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 NT9Y69BA NT9Y69BB NT9Y69BC NT9Y69BD NT9Y69BE Description CC Nodal to Corporate Standard IM Agent - 1 to 49 CC Nodal to Corporate Standard IM Agent - 50-99 CC Nodal to Corporate Standard IM Agent - 100 to 499 CC Nodal to Corporate Standard IM Agent - 500 to 1999 CC Nodal to Corporate Standard IM Agent - 2000+

18.24.3. NCC Transfer Packages


If 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 NT9Y68FA Description Avaya Aura Contact Center R6 NCC System Corporate Transfer

18.24.4. Standby Server Transfer Packages


If 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 NT9Y68GA NT9Y68HA Description Avaya Aura Contact Center R6 Enhanced Standby Server Corporate Transfer Avaya Aura Contact Center R6 Geo Redundant Standby Server Corporate Transfer
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avaya.com NT9Y68JA Avaya Aura Contact Center R6 NCC Standby Server Corporate Transfer

18.24.5. RCW Users Transfer Packages


Material Codes NT9Y68KA Description Avaya Aura Contact Center R6 RCW Users Corporate Transfer Notes For all transferring RCW Users.

18.24.6. SOA Interfaces Transfer Packages


If 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 NT9Y68LA NT9Y68LB NT9Y68LC NT9Y68LD Description SOA Interfaces #1 Nodal to Corporate Transfer SOA Interfaces #2 Nodal to Corporate Transfer SOA Interfaces #3 Nodal to Corporate Transfer SOA Interfaces #4 Nodal to Corporate Transfer

18.24.7. Bulk Recording


Material Codes NT9Y68MA Description CCM Bulk Recording Corporate Transfer

18.25. NES CCE 7.1 Transfers


NES CCE Nodes can be transferred to Corporate but are transferred as CC Nodal. Material Codes NT9Y68SA Description 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 NT9Y69AA Description CCE 7.1 Nodal to Corporate Standard Voice Agent - 1 to 49

18.26. Standard to Networked Node Designator


A 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
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avaya.com Standard to Networked, provision one of the following codes. This engineering code is just a flag to track the change. Material Codes NT9S69XA Description CCM Stand. to Net. Corp Node
Notes

For each existing or transferred standard node that is changed to a networked node.

18.27. CCMM Nodal Transfers


Each 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 NT9Y68NA Description Avaya Aura Contact Center R6 CCMM Nodal to Avaya Aura Contact Center R6 CCMM Corporate Transfer

18.27.1. CCMM Nodal Agent Transfer Codes


Installed 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 NT9Y69BA NT9Y69BB NT9Y69BC NT9Y69BD NT9Y69BE

Description CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent CC Nodal to Corporate Standard Multimedia Agent

- 1 to 49 - 50-99 - 100 to 499 - 500 to 1999 - 2000+

18.28. CCMM Standby Server Transfer


If the CCMM node has Standby Server, it must be transferred to the Corporate CCMM system. Material Codes NT9Y68QA Description Avaya Aura Contact Center R6 CCMM Standby Server Corporate Transfer

18.29. CCMM Multiplicity


Material Codes NT9Y68RA Description Multiplicity Small Corporate Transfer
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avaya.com Material Codes NT9Y68RB NT9Y68RC Description Multiplicity Medium Corporate Transfer Multiplicity Large Corporate Transfer

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

18.30.1. CCT Nodal Device Transfer Codes


Each 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 NT9Y46QA Description CCTKW-CCTCC Upgrade - 1 Device c) then the CC Nodal to CC Corporate Transfer code is provisioned one per device Description CCT Nodal to Corporate Contact Center - 1 Device CCT Nodal to Corporate IVR 7 - 1 Device CCT Nodal to Corporate IVR 7 DATA - 1 Device 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.

Material Codes NT9Y69EA NT9Y69EB NT9Y69EC NT9Y69ED

18.31. CCT Standby Server Transfer


If the CCT node has Standby Server, it must be transferred to the Corporate CCMM system.
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Material Codes NT9Y68TA

Description Avaya Aura Contact Center R6 CCT Standby Server Corporate Transfer

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


When an existing CC Corporate Base is upgraded to Avaya Aura Contact Center R6 Corporate the following are provisioned 1 per upgrading node. Material Codes NT9Y70AA NT9Y70AB NT9Y70AC NT9Y70AD NT9Y70BA NT9Y70BB NT9Y70BC NT9Y70BD Description CCM 6.0 Corporate to Avaya Aura Contact Center R6 CCM Corporate Upgrade CCMM 6.0 Corporate to Avaya Aura Contact Center R6 CCMM Corporate Upgrade CCT 6.0 Corporate to Avaya Aura Contact Center R6 CCT Corporate Upgrade CC 6.0 Outbound Corporate to Avaya Aura Contact Center R6 CCT Corporate Upgrade CCM 7 Corporate to Avaya Aura Contact Center R6 CCM Corporate Upgrade CCMM 7 Corporate to Avaya Aura Contact Center R6 CCMM Corporate Upgrade CCT 7 Corporate to Avaya Aura Contact Center R6 CCT Corporate Upgrade CC 7 Outbound Corporate to Avaya Aura Contact Center R6 CCT Corporate Upgrade

18.32.1. NCC Feature Upgrade Codes


When 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 NT9Y71AA NT9Y71BA Description Corp CC6 to Corp Avaya Aura Contact Center R6 NCC Upgrade Corp CC7 to Corp Avaya Aura Contact Center R6 NCC Upgrade

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18.32.2. CC 6 Agent Upgrade Codes


When existing CC Agents / Devices / Features upgrading to Avaya Aura Contact Center R6 Corporate the following are provisioned Agent / Device / Feature upgrading: Material Codes NT9Y72AA NT9Y72AB NT9Y72AC NT9Y72AD NT9Y72AE NT9Y72BA NT9Y72BB NT9Y72BC NT9Y72BD NT9Y72BE NT9Y72CA Description

CC6.0 Corporate Voice Agent Upgrade - 1 to 49 CC6.0 Corporate Voice Agent Upgrade - 50-99 CC6.0 Corporate Voice Agent Upgrade - 100 to 499 CC6.0 Corporate Voice Agent Upgrade - 500 to 1999 CC6.0 Corporate Voice Agent Upgrade - 2000+ CC6.0 Corporate Multimedia Agent Upgrade - 1 to 49 CC6.0 Corporate Multimedia Agent Upgrade - 50-99 CC6.0 Corporate Multimedia Agent Upgrade - 100 to 499 CC6.0 Corporate Multimedia Agent Upgrade - 500 to 1999 CC6.0 Corporate Multimedia Agent Upgrade - 2000+ CCT 6.0 Corporate CC Device Upgrade to Corporate CCT 8 - 1 Device Note: No IM option in CC6

18.32.3. CC 7 Agent Upgrade Codes


When existing CC Agents / Devices / Features upgrading to Avaya Aura Contact Center R6 Corporate the following are provisioned Agent / Device / Feature upgrading: Material Codes NT9Y72EA NT9Y72EB NT9Y72EC NT9Y72ED NT9Y72EE NT9Y72FA NT9Y72FB NT9Y72FC NT9Y72FD NT9Y72FE NT9Y72GA NT9Y72HA NT9Y72HB NT9Y72HC NT9Y72HD NT9Y72HE NT9Y72JA Description CC 7 Corporate Voice Agent Upgrade - 1 to 49 CC 7 Corporate Voice Agent Upgrade - 50-99 CC 7 Corporate Voice Agent Upgrade - 100 to 499 CC 7 Corporate Voice Agent Upgrade - 500 to 1999 CC 7 Corporate Voice Agent Upgrade - 2000+ CC 7 Corporate IM Agent Upgrade - 1 to 49 CC 7 Corporate IM Agent Upgrade - 50-99 CC 7 Corporate IM Agent Upgrade - 100 to 499 CC 7 Corporate IM Agent Upgrade - 500 to 1999 CC 7 Corporate IM Agent Upgrade - 2000+ CC 7 Corporate Predictive Outbound Agent Upgrade CC 7 Corporate Multimedia Agent Upgrade - 1 to 49 CC 7 Corporate Multimedia Agent Upgrade - 50-99 CC 7 Corporate Multimedia Agent Upgrade - 100 to 499 CC 7 Corporate Multimedia Agent Upgrade - 500 to 1999 CC 7 Corporate Multimedia Agent Upgrade - 2000+ 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 Codes


Provisioned if there is a current SRS contract present Material Codes NT9Y73AA NT9Y73AB NT9Y73AC NT9Y73AD NT9Y73AE NT9Y73AF NT9Y73AG NT9Y73AH NT9Y73AJ NT9Y73BA NT9Y73BB NT9Y73BC Description Avaya Aura Contact Center R6 Contact Center Manager Corporate Base Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Manager Corporate NCC Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Manager Corporate Standby Server Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Manager Corporate RCW License Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Multi Media Corporate Base Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Multi Media Corporate Outbound Base Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Multi Media Corporate Standby Server Base Pre-Paid Upgrade Avaya Aura Contact Center R6 Communication Control Toolkit Corporate Base Pre-Paid Upgrade Avaya Aura Contact Center R6 Communication Control Toolkit Standby Server Corporate Base Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Manager Corporate Inbound Voice Agent Pre-Paid Upgrade Avaya Aura Contact Center R6 Contact Center Multi Media Corporate Multimedia Agent Pre-Paid Upgrade Avaya Aura Contact Center R6 Communication Control Toolkit Corporate CC Device Pre-Paid Upgrade

18.33.4. GEO Redundant MAC Address


Corporate CC does not require Geo Redundant MAC Address.
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18.34. Agent Reduction Codes


18.34.1.SCCS/CCM Agent Reduction Code
If 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 Description Codes 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 NT9S92EA NT9S92FA

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

18.34.3. CCMM Agent Reduction Codes

Material Codes Code to be confirmed Code to be confirmed Code to be confirmed

Description Outbound Voice Agent Reduction Email Agent Reduction 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 Description 259720 (ASD) AVAYA AURA CC6 SOA DEV KIT (ASD)
plus Qty 1 of the following codes per port.

Material Code 264920 (ASD)

Description 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 Description 259720 (ASD) AVAYA AURA CC6 SOA DEV KIT (ASD)
plus Qty 1 of the following codes per port.

Material Code 264921 (ASD)

Description AVAYA AURA CC6 WFO 3PTY INTERFACE (ASD)

19.2. Call Recording for AACC in CS1000 AML configurations - Record on Demand, and MultiDN Recording
NOTES Supported for CS1000 AML configurations. Not supported for CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 configurations or CS1000 SIP configurations.

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Avaya Aura Contact Center 6.2 supports two optional Call Recording features for CS1000 Release 6.0 and later AML configurations Record on Demand, and Multiple DN Recording. These features are not available on CS1000 SIP configurations or Avaya Aura CM 5.2.1 or 6.0.1 configurations Multi-DN recording eliminates the 2-key restriction on call recording that is currently imposed by the MLS interface. With this feature, there are no longer any restrictions on the number of keys that can be recorded on an IP terminal that supports the duplicate media stream feature. Multi-DN recording uses an AACC licensing mechanism whereby there is no longer a requirement to have AST licenses on the CS1k, but instead there is a simple numerical count of the total number of DNs or POSIDs via the AACC License Manager. Under the Multi-DN scheme, all of the following will consume a license: - DN - Multiple Appearance DN - POSID (= Position ID) - All of the above on a Standby Call Recorder. This feature is available only for IP Call Recording (i.e. Call Recording using the IP Phone duplicate media stream feature). For TDM recording, AST licenses are still required as per older NES legacy CRQM 6.5 implementation. Note: Customers can continue to use the AST licensing mechanism even for IP terminals if they wish this would usually be in a scenario where the customer does not have a need to record more than 2 keys per phone. Keep in mind that these features are mutually exclusive and therefore you should use either AST or MultiDN licensing. Refer to the WFO 10.1 Distributor Technical Reference for full information on configuring the solution.. If there is an existing CRQM in the site history, there is a reduced price (PEC Codes Set 1 is provisioned) If no CRQM is part of quote or if there is no installed CRQM in site history, a higher price is charged (PEC Codes Set 2 is provisioned) As WFO 10.1 is not current orderable via EC, there is no site history and the higher price is charged (PEC Codes Set 2 is provisioned) If the Independent Applications EC option is used, there is no CRQM or WFO system history therefore there can be no auto provisioning of codes. In this case the PEC Codes Set 2 must be provisioned. Material Code NT9Y41KA (EC) NT9Y41LA (EC) Description Avaya Aura Contact Center Nodal CRQM Record On Demand (EC) Avaya Aura Contact Center Nodal CRQM Multiple DN Recording - 1 Licence (EC)
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Notes SET 1 SET 1

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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
NT9Y41PA (EC)

Description
Avaya Aura Contact Center SOA Developer Interface Kit (EC)

plus Qty 1 of the following codes per port.

Material Code Description NT9Y41TA (EC) AVAYA AURA CC6 WFO INTERFACE (EC)
For Avaya Aura Contact Center 6.2 support for 3rd party Call Recording solution in a CS1000 SIP configuration, order the following: Qty 1 of the SOA Developer Kit

Material Code
NT9Y41PA (EC)

Description
Avaya Aura Contact Center SOA Developer Interface Kit (EC)

plus Qty 1 of the following codes per port.

Material Codes Description NT9Y41TB (EC) AVAYA AURA CC6 WFO 3PTY INTERFACE (EC)
Refer to the Avaya Contact Recorder 10.1 Technical References for full information on supported configurations.

In both cases a standalone MLS server must also be provisioned along with the required number of Multi-DN licences. Refer to Section 8.4 for full information on MLS ordering options to determine which of the following applies, and order qty 1 of one of the following options:
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Material Codes NT9Y40BA (EC) NT9Y40EA (EC) NT9Y40FA (EC)

Description Avaya Aura Contact Center Manager R6 MLS Base System (EC) Avaya Aura Contact Center R6 MLS CRQM 30 59 (EC) Avaya Aura Contact Center R6 MLS CRQM R60 + (EC)

Notes All other options are disabled. Provision if quantity CR&QM channels in WFO is 30-59* Provision if quantity CR&QM channels in WFO is 60+*

Multi-DN licences must also be ordered for this standalone MLS server. Multi-DN recording eliminates the 2-key restriction on call recording that is currently imposed by the MLS interface. With this feature, there are no longer any restrictions on the number of keys that can be recorded on an IP terminal that supports the duplicate media stream feature. Multi-DN recording uses an AACC licensing mechanism whereby there is no longer a requirement to have AST licenses on the CS1k, but instead there is a simple numerical count of the total number of DNs or POSIDs via the AACC License Manager. Under the Multi-DN scheme, all of the following will consume a license: - DN - Multiple Appearance DN - POSID (= Position ID) - All of the above on a Standby Call Recorder. This feature is available only for IP Call Recording (i.e. Call Recording using the IP Phone duplicate media stream feature). For TDM recording, AST licenses are still required as per older NES legacy CRQM 6.5 implementation. Note: Customers can continue to use the AST licensing mechanism even for IP terminals if they wish this would usually be in a scenario where the customer does not have a need to record more than 2 keys per phone. Keep in mind that these features are mutually exclusive and therefore you should use either AST or MultiDN licensing. Refer to the WFO 10.1 Distributor Technical Reference for full information on configuring the solution.. If there is an existing CRQM in the site history, there is a reduced price (PEC Codes Set 1 is provisioned) If no CRQM is part of quote or if there is no installed CRQM in site history, a higher price is charged (PEC Codes Set 2 is provisioned) As WFO 10.1 is not current orderable via EC, there is no site history and the higher price is charged (PEC Codes Set 2 is provisioned) If the Independent Applications EC option is used, there is no CRQM or WFO system history therefore there can be no auto provisioning of codes. In this case the PEC Codes Set 2 must be provisioned.
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Material Code NT9Y41KA (EC) NT9Y41LA (EC) NT9Y41MA (EC) NT9Y41NA (EC)

Description Avaya Aura Contact Center Nodal CRQM Record On Demand (EC) Avaya Aura Contact Center Nodal CRQM Multiple DN Recording - 1 Licence (EC) Avaya Aura Contact Center Nodal Record On Demand (EC) Avaya Aura Contact Center Nodal Multiple DN Recording - 1 License (EC)

Notes SET 1 SET 1 SET 2 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. NOTES The PC CTI Dialer (soft dialer) is not supported when AACC Voice channel is implemented in any configuration. NES CC releases are not supported.

Further information: Avaya Proactive Contact 5.0 documentation http://support.avaya.com/css/Products/P0352/All_Documents Avaya Proactive Contact 5.0 Overview http://support.avaya.com/css/P8/documents/100133049 Planning for Avaya Proactive Contact 5.0 http://support.avaya.com/css/P8/documents/100133048

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21.

Switch Platform Rules

21.1. Feature Activation Requirements


A 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 platform


Contact 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, email, 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
Avaya Aura Communication Manager Avaya Aura Session Manager Avaya Aura Application Enablement Services

Supported versions
6.0.1 6.1 6.1

Contact Center also provides support for the following Avaya Aura Unified Communications platform components in an Aura 5.2 configuration
Avaya Aura 5.2 component
Avaya Aura Communication Manager Avaya Aura SIP Enablement Services Avaya Aura Application Enablement Services

Supported versions
5.2.1 5.2.1 5.2.2

NOTE Avaya Aura Contact Center does not support a mix of CM 5.2 and CM 6.0.1 components.

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For more information about the Avaya Aura Unified Communications platform, see Avaya Aura Contact Center Configuration Avaya Aura Unified Communications Platform Integration (NN44400-521).

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 1000

Avaya Aura Contact Center supports the Avaya Communication Server 1000 telephone switching platform. Avaya Aura Contact Center supports for the following Avaya Communication Server 1000 switches with AML integration:
Supported versions

Avaya Communication Server 1000E Avaya Communication Server 1000E SA Co-res Avaya Communication Server 1000E SA Avaya Communication Server 1000E HA Avaya Communication Server 1000M Single Group Avaya Communication Server 1000M Multi Group Avaya Communication Server PBX 11C - Chassis Avaya Communication Server PBX 11C - Cabinet Avaya Communication Server PBX 61C Avaya Communication Server PBX 51C Avaya Communication Server PBX 81C

5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5

For more information about the Avaya Communication Server 1000 switch with AML integration, see Avaya Aura Contact Center Configuration Avaya CS1000 Integration (NN44400-512). Avaya Aura Contact Center supports for the following Avaya Communication Server 1000 switches with SIP integration:

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Supported versions 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5 5.0, 5.5, 6.0, 7.0, 7.5

Avaya Communication Server 1000E Avaya Communication Server 1000E SA Co-res Avaya Communication Server 1000E SA Avaya Communication Server 1000E HA Avaya Communication Server 1000M Single Group Avaya Communication Server 1000M Multi Group

For more information about the Avaya Communication Server 1000 switch with SIP integration, see Avaya Aura Contact Center SIP Commissioning (NN44400-511). Engineer the Avaya Communication Server 1000 PABX so it can support Contact Center, in particular engineer PABX resources to support the required agent numbers and call volume. For more information, see Communication Server 1000M Large System Planning and Engineering (NN43021-220) and Communication Server 1000E Planning and Engineering (NN43041-220). The Avaya Aura Contact Center High Availability feature is supported on Avaya Communication Server 1000 Release 6.0 or later. If using an Avaya Communication Server 1000 Release 6.0 PABX, patch MPLR30010 must be applied to the PABX to support Avaya Aura Contact Center High Availability functionality. Avaya Communication Server 1000 Release 5.0 to Release 7.0 supports the Avaya Networking Routing Service (NRS) application. Avaya Communication Server 1000 Release 7.5 does not support the NRS. Avaya Communication Server 1000 Release 7.5 now uses Session Manager as the SIP Voice Proxy. For more information about configuring Session Manager to support Avaya Communication Server 1000 Release 7.5, see Avaya Aura Contact Center Configuration Avaya CS1000 Integration (NN44400-512).

21.5. Avaya Communication Server 1000 phones

Avaya Aura Contact Center supports the following Avaya Communication Server 1000 phones: Digital Avaya 39xx Digital Desk phone Avaya 3904 Digital Desk phone Avaya 3905 Digital Desk phone IP Phones and Soft phones Avaya 1120E IP Desk phone Avaya 1140E IP Desk phone Avaya 1150E IP Desk phone Avaya 1200 Series IP Desk phone Avaya 2002 IP Desk phone Avaya 2004 IP Desk phone Avaya 2050 IP Soft phone The following conditions apply: Support of specific types of phones can change with each software release of the call server (Avaya Communication Server 1000). Consult the Avaya
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avaya.com Communication Server 1000 documents for an up-to-date list of supported phone types for the software release in use.

21.6. Voice services: Avaya Voice Portal, Avaya CallPilot and Avaya MPS
The following table lists Avaya Voice Portal, Avaya CallPilot and Avaya MPS products and versions that are compatible with Avaya Aura Contact Center 6.2

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22.

Supported Operating systems with AACC 6.0, 6.1 and 6.2


All 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 hypervisor o Microsoft Hyper-V
Note that the AMS components are not currently supported on VMWare or Microsoft Hyper-V.

22.1. Server Application OS Support

22.2. Client OS Support


All 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 o o o o o Windows Vista Business SP1 (32-bit) Windows Vista Enterprise SP1 (32-bit) Windows XP Professional Service Pack 2 or later Windows 7 (32 and 64 bit) Windows Server 2008 R2 Standard Edition Windows Server 2008 R2 Enterprise Edition

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 languages


Please refer to the following documentation for information on Language support: Avaya Aura Contact Center Server Administration NN44400-610

22.4. Security Features


The security features implemented in Avaya Aura Contact Center 6.0 and 6.1 apply equally to 6.2.

22.5. Substitution of Parts


Not 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 Tools


Avaya Aura Contact Center 6.2 is administered via the integrated Contact Center Manager Administration component.

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23.

Engineering Tools
The Avaya Aura Contact Center 6.2 Planning & Engineering guide contains an Appendix detailing recommended server specifications and benchmark scoring. This should be used to specify servers for Avaya Aura Contact Center 6.2 production systems.

23.1. Avaya Aura Contact Center 6.2 Server Capacity Guidelines

23.2. Avaya Aura Contact Center 6.x Toolkits on Avaya DevConnect


The 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 Process


Avaya 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/Add o Feature Option licenses and Software DVD o 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 720-4447700 or 888-297-4700 ( US and AI ) , 720-444-7700 or 31 70 414 8099 (EMEA), or 720-444-7700 or 65 6872 2693 (APAC) and when prompted say CONTACT CENTER or send email to atac@avaya.com with the words Contact Center on your subject line. If you need design support for
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avaya.com AACC, when prompted say Design or ASD or use the words Design or ASD instead of Contact Center in your e-mail subject line.

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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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 ridealongs 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/OrderingInf ormation
http://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 Avayas Quality Framework NPI Policy access the following URL: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0555
http://portal.avaya.com/ptlWeb/services/SV0555

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25.

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 collaboration o Intelligent multi-channel routing including a universal queue and persistent context o Refine routing accuracy in real-time based on the context of previous customer interactions o 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
Avaya Aura Contact Center 6.2 is orderable via Enterprise Configurator for Heritage NES Customers and via ASD for Heritage Avaya Customers.
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avaya.com o The Heritage Nortel Order Placement and fulfilment process for AACC 6.2 follows the standard supply chain model for contact center products, where by SW Media will be shipped to the customer, and keycode download will be available via KRS2 ( Keycode retrieval system) or at the request of customer via their order, shipped on media. o The Heritage Avaya order placement process with be via ASD. o The software media will be shipped to the customer on a DVD. PLDS (Product Licensing Delivery System) system will automatically send instructions for obtaining the licence keycode via mail box once the SAP order is placed. Please follow the instructions outlined by PLDS notification for keycode request via LicenseKeyReq@avaya.com

25.1. Logical Product Component Combinations


Avaya 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 Spares


Avaya 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 Information


Refer 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 Avayas 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 GPPC


Heritage Nortel: 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 You 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 kromagnoli@avaya.com and EMEA/ APAC - Yvon Fresq fresq@avaya.com

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27. Ordering Procedures


This section describes the procedures involved in placing orders for the new product.

27.1. Standard Ordering Procedures


Standard ordering procedures for all Avaya Enterprise data and voice products, including: o Order placement methods, o Lead times o Service lead times o 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/ebizu Americas, APAC & GC - EC & GPPC: http://www.avaya.com/ebizn For registered users of GPPC, once you are logged on to GPPC, select the Policy & Procedures link in the left side menu under the Information heading. 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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avaya.com 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 Forms


This 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. Configurations
Refer to the Avaya Aura Contact Center 6.2 Product Ordering Information Section of this document.

27.3.2. Rules
Refer to the Avaya Aura Contact Center 6.2 Product Ordering Information Section of this document.

27.3.3. Requirements
Refer to the Avaya Aura Contact Center 6.2 Product Ordering Information Section of this document.

27.3.4. Configuration Tools


Avaya 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/Add o 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 atac@avaya.com 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 o

EMEA EC & GPPC: http://www.avaya.com/ebizu Americas, APAC & GC - EC & GPPC: http://www.avaya.com/ebizn

Note (Must be a registered user). o Click on the Advanced Notification link under the Catalogue section in the left-hand navigation/menu bar. o Product delivery and shipping methods are provided in the Policies & Procedures section of the GPPC. Select the Policy & Procedures link in the left side menu under the Information heading.

EC Training o EC overviews, webinars & training information is available as follows: Leader Led course schedule & Recorded courses are available from the eBiz Tools Home Page. o Select 'Useful Information' from the Support menu o Select Training Webinars (Resource Centre on PIC - Login Required) o Select the redirect link - See Course User Guide, Leader Led schedule & pre-recorded course links o Enterprise Configurator o Meridian Configurator o NetFormx DesignXpert o NetFormx Multi Vendor Tool
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avaya.com o OrderPro o ESQ (Enterprise Service Quotes) Guidelines on the use of these tools can be found in the Engineering Tools content of the Sales Engineering section of this Offer Definition document.

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28.

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 Services o Sold thru Partners and Avaya provides direct customer support o GE6300 - Provides Level 1-3 Tech Support only o 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 prepay is 21%. These prices are the subject to the same discount levels given to the customer for products.
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avaya.com All AACC customers are required to purchase Software Support or Software Support plus Upgrades. Additional details on Software Support Offers can be found on the Avaya Enterprise Portal: https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0452

Additional information regarding each of these options can be found on the Business Partner Portal Services A-Z.

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 Partners 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 Avayas 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. Avayas 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 Avayas Enterprise Portal at https://enterpriseportal.avaya.com/ptlWeb/internal/services/SV0565/AllCollateral

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29.

Warranty
New product hardware and software policies for all Avaya Enterprise data and voice products are provided in the Policies & Procedures of the Global Product & Pricing Catalogue (GPPC). Access the Global Product & Pricing Catalogue (GPPC) from the following links: EMEA EC & GPPC: http://www.avaya.com/ebizu Americas, APAC & GC - EC & GPPC: http://www.avaya.com/ebizn
For registered users of GPPC, once you are logged on to GPPC, select the Policy & Procedures link in the left side menu under the Information heading.

Heritage Avaya: For assistance please access https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=P arts_Replacement#wlp_Parts_Replacement

29.1. Product Correction Notices (PCNs)


Product Correction Notice (PCN) and installation support will be provided to all Avaya Session Manager and System Manager customers. Customers with warranty and post warranty coverage will typically receive special consideration for the time and material charges, if applicable, to a specific product and configuration. PCNs are a function of the life cycle of the products. PCN installations will take place between the hours of 8am to 5pm (local time), Monday through Friday, excluding Avaya recognized holidays. Special billing consideration will be given to customers who either have an Avaya Service Agreement or are under warranty, up to but not exceeding an installation absent of labor and material charges. The determination of PCN charges, if any, will be determined on a case-by-case basis by Avaya. Customers who are listed as the technical contact will typically be mailed a letter regarding the PCN notification. Avaya U.S. Direct Customers: U.S. Field Service Organization (FSO) technicians will implement this Change Notice for Avaya U.S. Direct Customers. The Emerging Technologies Solutions Support (ETSS) group and the FSO Change Notice Administration Groups will handle scheduling and coordination. Avaya U.S. BP: Avaya Partners who elect to perform the work to implement this Change Notice will be responsible for scheduling and coordinating their customer base. Those who elect to have Avaya perform the work will schedule and coordinate through the Emerging Technologies Solutions Support (ETSS) team.
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avaya.com Avaya International: Scheduling of customers requiring a Change Notice will be handled through the Emerging Technologies Solutions Support (ETSS) team. When the need arises for Avaya to replace defective components, Avaya Labs will issue a Product Correction Notice (PCN). The standard PCN process applies for Session Manager and System Manager. Some components can be upgraded without the need for a field dispatch. For a list of active PCNs, go to the Avaya Support Center (http://www.avaya.com/support/) and search under Additional Information for Product Correction Notices. NOTE: The Avaya Network Integration Center may support PSN/PCNs for a fee. Please contact proservices@avaya.com for more information.

29.2. Product Support Notices (PSNs)


Product Support Notices which replace Service Alerts are issued by Tier 4 Engineers and/or Product Managers to notify the field of technical workarounds, process information, or document corrections/clarifications in addition to software/firmware updates 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 inwarranty 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:

Order Code Notes

OBF Notes: OBF: Hardware Nortel Case Required OBF: Software Nortel Case Required OBF: Package Nortel Case Required Avaya reserves the right to request cases on an individual product basis to gain understanding of situational field issues. Enterprise OBF/DOA policy requirements also include: All requests require proof of entitlement to be demonstrated. o Original Avaya purchase order and serial number will be required on requests to validate entitlement. o Stocking Distributors are required to provide Reseller invoice dates to validate entitlement.
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Failure information as required when processing requests through Technical Support, and or the DOAD Webtool (Stocking Distributors only). OBF/DOA Sales Bundles must be isolated down to the failing component (FRU level/orderable level) by the Partner /Stocking Distributor. o Only the failing component at the FRU level/orderable level should be RMA back to Avaya. Carrier damage is not covered under OBF/DOA policies. It is the responsibility of the Partner or Distributor to process shipping damage claims through their carrier.

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31.

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 Unified multi-channel and multi-device inbound and outbound collaboration Intelligent multi-channel routing including a universal queue and persistent context

Key aspects of our Next Generation Contact Center vision include:


Refine routing accuracy in real-time based on the context of previous customer interactions Coordinate multiple resources and channels on conference bridges to resolve customer requests Tools to easily build and tune multi-channel self service interactions based on real time context and advanced analytics Dynamic user interface changes to make it easy for agents to transition between media types and facilitate collaboration with customers, agents, supervisors and experts Compared to CTI, a SIP-based Agent desktop is a more efficient and cost effective model for delivering screen pops and customer contextual data to the agents

Adaptable and dynamic multi-channel self service

Unified multi-channel agent and supervisor desktop

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
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General safety requirements would include: Plug the computer and peripheral devices into properly grounded power sources to prevent electric shock. Use surge protection and an uninterruptible power supply to protect your
system from sudden increases and decreases in electrical power.

Ensure that nothing rests on your servers cables and that cables cannot be tripped over or stepped on. Do not handle food or liquid around the server.
Do not push any objects into the openings of your server.

General safety precautions for working with your server: Follow the manufacturers recommendations and observe these safety guidelines before removing the cover of your server: - Turn off all peripheral devices connected to the server. - Turn off the system by using the push-button on/off power switch. Unplug the AC power cord from the system or wall outlet. - Label and disconnect all peripheral cables and all telecommunication lines connected to the I/O connectors or ports on the back of the system. - Provide electrostatic discharge (ESD) protection by wearing an antistatic wrist strap attached to the chassis ground of the system when handling components. Attach your wrist strap to any unpainted metal surface

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 email server for this lab environment if corporate resources are not available to the lab. Agent User IDs 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 PCs 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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avaya.com An Elite system deployed with an Avaya Call Manager (CM) is required. An existing lab system may be used. A multimedia AACC complement configuration should be deployed, in addition to Avaya Aura Contact Center Control Manager (AACCCM) for cross system configuration. Email server and CCT configuration requirements as listed for full AACC above.

32.3. 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 later Windows 7 (32 and 64 bit) Windows Server 2008 R2 Standard Edition Windows Server 2008 R2 Enterprise Edition Documentation Please refer to the support portal to ensure you have the latest versions of all Avaya Aura Contact Center 6.2 documentation and check for any additional technical information and product bulletins: http://portal.avaya.com/ptlWeb/products/P0793/AllCollateral https://support.avaya.com/css/Products/P0793/All_Documents

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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avaya.com recommended that a formal test strategy, if not a formal test plan, be developed to ensure adequate test coverage of features and functionality and repeatability of the test cases. For Avaya Aura Contact Center 6.2 it is suggested that the following areas should receive test focus: Procedures: Installing System software, both standalone and Co-Resident. Installing a multimedia only configuration, for AACC multimedia complement with Elite voice system. Migrations from previous Contact Center releases. Configuring PC Clients Configuring and running Reports Usability of Documentation, DVDs, online help Features: Intelligent multi-channel routing including universal Unified Reporting Unified multichannel agent and supervisor desktop Unified administration tools SIP and SOA Architecture Switching platform support

32.6. Avaya Support for Lab Evaluations


Technical 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 Tools


Contact Center Manager Server will be installed on either a Customer or Channel Partner supplied Hardware platform. Refer to the Manufacturers documentation for Diagnostic and Troubleshooting Tools specific to the Hardware platform.

33.2. Remote Access Capability


The 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 Access


General 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 Capacity
The PVI Server Specifications and guidelines detailed in the Planning & Engineering Guide to determine the required server configurations for the required solution. For typical Lab systems deployments, server(s) meeting the minimum recommended specification should be adequate. Appendix A of the Planning & Engineering Guide details recommended Server Specifications and CPU benchmarking guidelines.

34.2. Functionality Overview


The 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. Distribution
The 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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avaya.com Configuration 1 AVAYA AURA CONTACT CENTER 6.2 / CS1000 AML Lab System AVAYA AURA CONTACT CENTER 6.2 for CS1000 AML Lab System Supported with CS1000 5.0, 5.5, 6.0, 7.0, 7.5 Part Qty Description Number
NT9Y40AA NT9Y40LA NT9Y40KA NT9Y44PA NT9Y41HA NT9Y44DA NT9Y45VA Avaya Aura Contact Center Manager R6 Nodal Enterprise Base System Avaya Aura Contact Center Multimedia R6 Nodal Base System Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA Avaya Aura Contact Center R6 Supervisor License 1 Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users Avaya Aura Contact Center R6 Nodal Voice Standard Agent Increment 1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Instant Messaging R6 Agent - 1 (EC) (Note*) Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1 Avaya Aura Contact Center SOA Developer Interface Kit 1 1 1 10 1 10 10 10 10 1

NT9Y45QA
NT9Y45EA NT9Y41PA

NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.

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avaya.com Configuration 2 AVAYA AURA CONTACT CENTER 6.2 / CS1000 SIP Lab System AVAYA AURA CONTACT CENTER 6.2 CS1000 SIP Lab System Supported with CS1000 5.0, 5.5, 6.0, 7.0, 7.5 Description
Avaya Aura Contact Center Manager R6 Nodal Enterprise SIP Base System Avaya Aura Contact Center Multimedia R6 Nodal Base System Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA Avaya Aura Contact Center R6 Supervisor License 1 Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Instant Messaging R6 Agent - 1 (EC) (Note*) Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1 Avaya Aura Contact Center SOA Developer Interface Kit

Part Number
NT9Y40CA NT9Y40LA NT9Y40KA NT9Y44PA NT9Y41HA NT9Y44JA NT9Y45VA NT9Y45QA NT9Y45EA NT9Y41PA

Qty
1 1 1 10 1 10 10 10 10 1 65 10

No part code - auto provisioned MAS SIP CC License 1 port NT6W36HB MAS SIP CC Dialog Service 1 port

NOTES This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration. IM for AACC 6.2 / CS1000 SIP configuration is only supported when configured with OCS 2007

The Following CS1000 Licenses are required to support this configuration NT9S36EB SIP CC Access License 45 10 (= qty 1 per agent) 10 (= qty 1 per agent)

NTE980UA Or

Converged Office Enhanced User License for Microsoft OCS 2007 Or

NTE980VA

Converged Office Premium User License for Microsoft OCS 2007

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Configuration 3a AVAYA AURA CONTACT CENTER 6.2 for Avaya Aura CM switches Enterprise Configurator order codes

N o t e :

AVAYA AURA CONTACT CENTER 6.2 for Aura switches SIP Lab System Supported with Avaya CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 Description
Avaya Aura Contact Center Manager R6 Nodal Enterprise SIP Base System Avaya Aura Contact Center Multimedia R6 Nodal Base System Avaya Aura Contact Center Communications Control Toolkit R6 Nodal Base System for CCMM and CCOA Avaya Aura Contact Center R6 Supervisor License 1 Avaya Aura Contact Center R6 Report Creation Wizard (RCW) First 4 Additional Users Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 Avaya Aura Contact Center R6 Multimedia With Multiplicity Agent Bundle Increment 1 Avaya Aura Contact Centre Preview Progressive Outbound With Multiplicity R6 Agent 1

Part Number L

Qty
1 1 1 10 1 10 10 10 1 65 10

iNT9Y40CA c e NT9Y40LA n s NT9Y40KA e s NT9Y44PA f o NT9Y41HA r NT9Y44JA U C NT9Y45VA A l NT9Y45EA l

NT9Y41PA Avaya Aura Contact Center SOA Developer Interface Kit I No n part code - auto provisioned - MAS SIP CC License 1 port c MAS SIP CC Dialog Service 1 port lNT6W36HB

NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.

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avaya.com Configuration 3b AVAYA AURA CONTACT CENTER 6.2 for Avaya Aura CM switches ASD order codes AVAYA AURA CONTACT CENTER 6.2 for Aura switches SIP Lab System Supported with Avaya Aura CM 5.2.1 / MBT 5.2.1 / CM 6.0.1 / ME 6.1 Part Number
259507 259510 259650 259515 263152 263158 263224

Description
AVAYA AURA CC6 ENTPRS SIP SYS AVAYA AURA CC6 MMED SYS AVAYA AURA CC6 SUPERVISOR PER PT AVAYA AURA CC6 RPT RTR 1ST 4 USERS Avaya Aura Contact Center R6 Nodal SIP Voice Standard Agent Increment -1 AVAYA AURA CC6 MMED BUNDLE PER AGT AVAYA AURA CC6 PREV POBA PER AGENT No part code - auto provisioned - MAS SIP CC License 1 port

Qty
1 1 10 1 10 10 10 65

259658 259659

AVAYA AURACC6 ENT MAS SIPANCMT SVC PT 10 AVAYA AURACC6 ENT MAS SIP DIALOG PT 10

NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.

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avaya.com Configuration 4a AVAYA AURA CONTACT CENTER 6.2 Multimedia-only Lab System ASD order codes AVAYA AURA CONTACT CENTER 6.2 Multimedia Only Lab System ASD codes Description

ASD Part Number


259507 263154 263158

Qty
1 1 10

AVAYA AURA CC6 ENTPRS SIP SYS AVAYA AURA MC 6 Nodal base AVAYA AURA CC6 MMED BUNDLE PER AGT

The Multimedia Agent Bundle with Multiplicity includes 1 Email Agent, 1 Web Chat Agent & 1 SMS Agent. This system does not contain Inbound voice or Preview/Progressive Outbound dialling. Configuration 4b AVAYA AURA CONTACT CENTER 6.2 Multimedia Only Lab System EC order codes AVAYA AURA CONTACT CENTER 6.2 Multimedia Only Lab System EC codes Description
Avaya Aura CC 6 MN SIP Ent Bas Avaya Aura MC 6 Nod Base Avaya Aura CC 6 MM MAgt Bund -1

EC Part Number
NT9Y40CA NT9Y40HA NT9Y45VA

Qt y
1 1 10

The Multimedia Agent Bundle with Multiplicity includes 1 Email Agent , 1 Web Chat Agent & 1 SMS Agent. This system does not contain Inbound voice or Preview/Progressive Outbound dialling.

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avaya.com Configuration 5 - AVAYA AURA CONTACT CENTER 6.2 Essential Pre packaged Lab System ASD order codes AVAYA AURA CONTACT CENTER 6.2 Prepackaged Essential SIP Lab System Description
AVAYA AURA CC6 Essential SIP Lab SYS

ASD Part Number


263740

This package contains the following features and capabilities: 10 Inbound Voice Agents 1 Supervisor 10 CCT CC Devices 10 Announcement Ports 35 AMS SIP Ports

Configuration 6 - AVAYA AURA CONTACT CENTER 6.2 Enterprise Pre packaged Lab System 2 ASD order codes AVAYA AURA CONTACT CENTER 6.2 Prepackaged Enterprise SIP Lab System EC Part Number
263741

Description
AVAYA AURA CC6 ENTPRS SIP Lab SYS

This package contains the following features and capabilities: 10 Standard Inbound Voice Agents 1 Supervisor 10 Email Agents with Multiplicity 10 SMS Agents with Multiplicity 10 Web Chat Agents with Multiplicity 10 Preview/Progressive Outbound Agents 20 CCT CC Devices 1 Report Creation Wizard Licence 10 Announcement Ports 35 AMS SIP Ports 1 SOA Interface kit NOTE This package contains the SOA Interface kit which is required for Avaya Voice Portal / Avaya Experience Portal integration.

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36. Authorization
Authorization is the process by which the Partner organization establishes its readiness to support a new or existing product. This readiness may involve both competency of personnel as well as equipment and facilities. Information on Avayas Authorization process can be found on the Avaya Connect at Partner Portal> Partner Programs> Programs> Avaya Connect or http://portal.avaya.com/ptlWeb/so/CS200982010758377012

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 6.2


The 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/SN20102159 2936682084/SN201021592936682084

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36.3. Summary of Core Requirements

36.4. Avaya Professional Sales Specialist (APSS) Solution Credential


Partners 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 individuals selling skill. Individual courseware for APSS Contact Center
APSS - Avaya Contact Center Course Duration New Content (HRs) Media Type Available 1 e-learn Now 1 0.5 0.75 e-learn e-learn e-learn Now Now Now

Course# Course Description ASC00201WEN -- Contact Center Industry Overview ASC00673WEN -- Contact Center Fundamentals Assisted Care ASC00674WEN -- Contact Center Fundamentals Performance Solutions ASC00675WEN -- Contact Center Fundamentals Automated Care

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ASC00209WEN -- Competing with Avaya Solutions for Contact Center N/A Designing and Selling Contact Centers ASC03000AEN -- APSS CC Assessment Total

0.75 2 1 7

e-learn Learning Link Assessment

Now Now Now

Minimum 2 Sales Specialist Required *Credential is valid for 1 year

*Recommended Product Specific Knowledge Sessions for AACC 6.2


Contact Center Product Knowledge Sessions Course Duration New Content (HRs) Media Type Available uCon 0.5 April 29 w/SME 0.5 uCon w/SME April 29

Course Description 2C00060O -- Avaya Aura Contact Center 6.2: What Sales Needs to Know to start the conversation - Level 1 2C00061O -- Avaya Aura Contact Center 6.2: What sales needs to know to continue the conversation - Level 2 (Level 1 prereq)

36.4.1.APDS Effective Credential Date Change


Avaya 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 Duration New Content (HRs) Media Type Available 1 8 3 8 3 23 Assessment e-learn e-learn vILT Assessment Now Now Now Now Now

Course# Course Description ATC03000AEN -- Pre-requisite - Avaya Aura Fundamental Technology Assessment ATC00190WEN -- Contact Center Technology Fundamentals ALI00120WEN --Advanced Contact Center Design Tools ATA00192VEN -- Designing a Winning Solution for Contact Center ATA03002AEN -- APDS CC Assessment Total

36.6. Avaya Certified Implementation Specialist (ACIS) Avaya Aura Contact Center Training Options
Avaya offers three Avaya Certified Implementation Specialist (ACIS) path options based (you have three in the line above but only two below) on the Partners current Avaya Contact Center knowledge base.
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The two paths include: 1. Partners New to AACC 6.x and AACC 6.x Multimedia or Partners Certified and/or Experienced with Avaya NES Contact Center 7.x 2. Partners who have achieved AACC 6.x Accreditation - Full Service Program Level

36.6.1.Partners New to AACC 6.1 Individual courseware for ACIS Avaya Aura Contact Center or Certified and/or Experienced with Avaya NES Contact Center 7.x
For Partners that have a desire to implement the solution, the following list of courses are available to those preparing to take the Avaya Aura Contact Center Implementation Exam 6202.x and Multimedia ACIS exam 6209.x.

Minimum 1 Implementation Specialist Required ACIS Contact Center Credential *Credential is valid for 2 years

36.6.2.2. Partners who have achieved AACC 6.x Authorization - Full Service Program Level
For Partners who are currently Full Service Authorized with AACC and currently hold an ACIS credential, they are not required to recertify as an ACIS credential is valid for 2 years.
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avaya.com However it is highly recommended that Partners take the 1C0021V Whats New with Avaya Aura Contact Center 6.2 course to help bridge the gap on release updates.

Minimum 1 Implementation Specialist Required ACIS Contact Center Credential *Credential is valid for 2 years

36.7. NEW Avaya Certified Support Specialist (ACSS) Certification


The 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 3301.1 4. ACSS 3300.1

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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 Information


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 atac@avaya.com with the words Contact Center on your subject line.

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38. Appendix: Product Reference Information


Product Information Avaya 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 FAQs 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 Documentation Avaya Aura Contact Center 6 Technical Documentation set
Fundamentals New In This Release Planning and Engineering Installation Commissioning Administration Maintenance Troubleshooting Upgrades Switch Integration User Guides Data Dictionaries

https://support.avaya.com/css/Products/P0793/All_Documents Developer Community Information Avaya Aura Contact Center 6 on Avaya DevConnect https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=674#downloads

End of Document

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