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System > Contact Center - AACC

AVAYA AURA CONTACT CENTER

Avaya Aura Contact Center 6.0 supports up to 1000 agents and is an easy to use, fully-integrated, cost
effective multimedia contact center software solution, typically utilized by midsize businesses or a
division of large enterprise. A CUSTOMER PROVIDED SERVER IS REQUIRED FOR THIS OFFER.
At this time, AACC is available with all CM5.2.1 systems only. AACC is NOT yet available with CM6.
For more information on Avaya Aura Contact Center see the following website:

http://www.avaya.com/usa/product/avaya-aura-contact-center

AACC OFFER
Essential Offer – The AACC Essential offer supports the following:

AACC Voice Agents - minimum 5; maximum 100

AACC Supervisors - minimum 5 (if any are selected); maximum 10
MAS SIP Announcement Ports - first 5 free; maximum 100
Dialog Ports - mimimum 0; maximum 50
Report Creation Wizard licenses - 1 included at no cost (screen defaults to 1 and
cannot be changed when Essential is selected)
All other options on the screen are NOT valid for the Essential offer.

Enterprise Offer – The AACC Enterprise offer supports the following:

AACC Voice Agents - minimum 10; maximum 1000 (based on which CM platform
selected)
AACC Supervisors - mimimum 10 (if any are selected); maximum 150
MAS SIP Announcement Ports - first 10 free; maximum 2000
Dialog Ports - mimimum 0; maximum 1000
All other options on the screen are ONLY for the Enterprise offer.

AACC VOICE AGENTS

AACC Voice Agents are the "base" agent licenses for this offer. Therefore the quantity of AACC
Voice Agent licenses must be greater than or equal to the quantity of Multimedia (E-mail and
web chat with callers) or Preview/Progressive outbound calling (PPOB) licenses. Enter the
quantity of AACC Voice Agents needed.

AACC Voice Agents require UC Standard Edition licenses, if Communication Manager software
is selected. An Error Message will be output if UC Standard Edition licenses are not requested
with AACC.

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AACC FUNCTIONALITY
E-mail and web chat with callers– This functionality is available only with the AACC
Enterprise offer. Multimedia Agents provides the ability to handle Voice, e-mail and web
chat with callers.

Each Multimedia license consumes a Voice Agent license. Be sure you have
requested enough Voice Agent licenses to accommodate Multimedia Agents. The
Enterprise Offer requires a minimum of 10 Multimedia Agents, so if a quantity of
only 1-9 is entered, 10 Multimedia Agent licenses will still be provided.

Preview/Progressive outbound calling – This functionality is available only with the AACC
Enterprise offer. The Preview / Progressive Outbound feature provides a fully blended
contact center, using the Outbound Campaign Manager to create, modify and monitor
outbound campaigns, including integrated real-time and historical reporting, for maximizing
agent productivity.

Each Preview / Progressive license consumes a Voice Agent license. Be sure you have
requested enough Voice Agent licenses to accommodate Preview / Progressive Agents.

MULTIPLICITY
Generally an agent handles one contact at any one time. While this mode of work makes sense
for voice contacts that involve a real-time and dedicated interaction between an agent and the
caller, it may in some cases be inefficient.

Multiplicity allows the capability of Multimedia Agents to handle multiple work items (such as e-
mails and Web Communications) concurrently, enhancing the productivity of the agent when
possible. Two Multiplicity licenses will be output for each Multimedia (E-mail, web chat with
callers) license selected.

AACC SUPERVISORS
Enter the number of Supervisors needed in the Contact Center.

5 is the minimum number of Supervisors for the Essential offer.

10 is the minimum number of Supervisors for the Enterprise offer.

Therefore depending on which offer is requested, if less than 5 (or 10) Supervisors are entered,
the minimum quantity of Supervisor licenses will still be output.

MAS SIP ANNOUNCEMENT PORTS

This service provides the ability to invoke tones, music, and recorded announcements for callers
waiting in queue. Enter the quantity of Calls-in-Queue to have this ability.

5 Announcement Ports are automatically included with the Essential offer.

10 Announcement Ports are automatically included with the Enterprise offer.

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Therefore depending on which offer is configured, these 5 (or 10) ports that are already included
will be subtracted from the quantity of SKUs output.

DIALOG PORTS
The Dialog service supports advanced media treatments including Interactive Voice Response
(IVR) features such as 'Play Prompt' and 'Collect Digit and Play Prompt', which provides Self
Service abilities for callers.

Enter the number of ports needed for this functionality.

RESILIENCY OPTIONS
Select the type of Resiliency required for the customer's redundancy needs.

NO SERVER HARDWARE WILL BE PROVIDED. ONLY the software licenses will be provided
with these selections.

REPORT CREATION WIZARD

The Report Creation Wizard licenses provides a user friendly method to create custom reports
without having advanced knowledge of Crystal Reports scripting.

Select the number of Report Creation Users required. One user license is automatically provided
for evaluation purposes. Therefore the default value is '1', but no material code will be provided
for it. Additional users can be requested in increments of 5, up to a total of 25.

SOA DEVELOPER KIT

Select this option to request the SOA Developer Kit.

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