MOIA IVR Tender

Presented to : MOIA
Copyright 2010, Jeraisy Computers & Coomuncations Services.
All rights reserved. This document may not be copied or further
distributed, in whole or in part, without written permission from
Jeraisy Computers & Communcations Services

Ahmed Galal
3/27/2013

Table of Contents
1.

Document Control........................................................................................................................5

2.

Proprietary Statement.................................................................................................................5

3.

Executive Overview.....................................................................................................................6

4.

Existing Infrastructure..................................................................................................................6

5.

Solution Description.....................................................................................................................7

5.1.

Avaya Aura Overview..................................................................................................................7

Avaya Aura Architectural Representative Diagram........................................................................................8
Tangible Benefits of Avaya Aura.................................................................................................................... 9

5.2.

Avaya Aura Communication Manager.................................................................................10

Key Features.................................................................................................................................................. 11
Deployment Options...................................................................................................................................... 12

5.2.1.

Avaya Aura Solution for Midsize Enterprises..................................................................12

Core Capabilities............................................................................................................................................ 13
Benefits.......................................................................................................................................................... 14

5.2.2.

Avaya Common Server.........................................................................................................15

Hardware Optimization.................................................................................................................................. 15
HP ProLiant DL360 G7 Server....................................................................................................................... 15

Avaya Media Gateways Overview...........................................................................................18

5.3.

Key Features.................................................................................................................................................. 18

5.3.1.

Avaya G450 Media Gateway...............................................................................................18

Avaya G450 Media Gateway Details.............................................................................................................. 19

Technical Information..................................................................................................................................... 20

5.3.2.

Avaya Session Border Controller for Enterprise...............................................................22

Overview........................................................................................................................................................ 22
Features......................................................................................................................................................... 23
Element Management System....................................................................................................................... 27

5.4.

Avaya Aura Call Center Elite.................................................................................................28

5.4.1.

Avaya Call Center..................................................................................................................33

5.4.2.

Avaya one-X Agent.............................................................................................................34

Key Features and Benefits............................................................................................................................. 34

Connection Modes......................................................................................................................................... 36
Call and Contact Center Features.................................................................................................................. 36
Contact Management Features...................................................................................................................... 38
Other features................................................................................................................................................ 39
Configuration features.................................................................................................................................... 41
Security and Management features............................................................................................................... 41

6.

Avaya Call Management System............................................................................................42

Avaya Call Management System Supervisor PC Client.................................................................................43

Avaya Call Management System Supervisor Web Client...............................................................................44

Real Time Monitoring..................................................................................................................................... 44
Comprehensive Historical Call Center Reporting........................................................................................... 46
Data Backup Options..................................................................................................................................... 47
Support for Intelligent Customer Routing....................................................................................................... 47
Supported Telephony Releases..................................................................................................................... 47
Call Management System Capabilities Summary.......................................................................................... 47

6.1.

Avaya Basic Call Management System.................................................................................49

7.

Avaya Aura Experience Portal..............................................................................................51

Key Benefits................................................................................................................................................... 52
Key Features.................................................................................................................................................. 52
Components and Architecture........................................................................................................................ 53
Avaya Aura Orchestration Designer............................................................................................................ 54
Application Execution Environment................................................................................................................ 54
Avaya one-X Agent...................................................................................................................................... 54

8.

Avaya Support Advantage Preferred Support....................................................................58

PREFERRED SUPPORT SERVICE ELEMENT DESCRIPTIONS......................................................................................58

Remote Software and Hardware Support...................................................................................................... 59
EXPERT Systems Diagnostic and Monitoring Tools......................................................................................59
Operations Intelligence Suite......................................................................................................................... 60
Off Board Alarm Notification........................................................................................................................... 60
Product Correction Notices and Software Service Packs...............................................................................60
Minor Release Updates for Software Applications......................................................................................... 60
Web Services (http://support.avaya.com)...................................................................................................... 61
While You Were Sleeping Report................................................................................................................... 61
Secure Access Policy Server......................................................................................................................... 61
UPGRADE ADVANTAGE OPTION............................................................................................................................. 62

8.1.

Why Avaya?................................................................................................................................62
Unified Communications................................................................................................................................ 62
Contact Centers............................................................................................................................................. 62
Avaya Networking.......................................................................................................................................... 62
Avaya Client Services.................................................................................................................................... 63
Small and Medium Enterprise Communications............................................................................................ 63
Avaya named one of the Worlds Most Ethical Companies.........................................................................63

9.

Avaya Detailed BOQ..................................................................................................................63

10.

Professional services & Training.............................................................................................65

10.1.

Purpose...................................................................................................................................65

10.2.

Background.............................................................................................................................66

10.3.

Terms and abbreviations.......................................................................................................66

10.4.

Project Scope.........................................................................................................................67

10.4.1. General in Scope...................................................................................................................67

10.4.2. General Requirements and Dependencies........................................................................67
10.4.3. Project Deliverables...............................................................................................................68
10.4.3.1.

Services and Deliverables................................................................................................68

10.4.3.2.

Itemization and Deliverables..................................................................................................0

10.4.3.3.

Installation and / or Implementation Phase............................................................................1

10.4.3.4.

Design Review........................................................................................................................1

10.4.3.4.1.

Solution Design..................................................................................................................1

10.4.3.4.2.

Customer Dependencies.....................................................................................................1

10.4.3.4.2.1. General Requirements........................................................................................................1

11.

Management Knowledge Areas and Processes.....................................................................2

Scope Management......................................................................................................................................... 2
Integration Management.................................................................................................................................. 2
Time Management........................................................................................................................................... 2
Cost Management............................................................................................................................................ 2
Quality Management........................................................................................................................................ 2
Resource Management.................................................................................................................................... 2
Communications Management........................................................................................................................ 2
Risk Management............................................................................................................................................ 2
Procurement Management............................................................................................................................... 2

1. Document Control
Attribute
Client

Value
Ministry Of Islamic Affairs

Client Contact
Document title

MOIA IVR Project

Document classification
Document Circulation
Author

Ahmed Galal

Manager

Nabil Elshiekh

Date

27/03/2013

2. Proprietary Statement
This document should be treated in high confidentiality and discretion, all along with all related
exhibits, appendices and brochures. The information in this document shall not be disclosed outside
MOIA for any purpose other than to evaluate the proposal. If a contract is awarded to JCCS as a result
of or in connection with the submission of this proposal, JCCS shall have all the rights to duplicate, use
or disclose the information to the extent provided by the contract.
This restriction does not limit the right of JCCS to use information contained in this document if it is
obtained from another source without restrictions.

3. Executive Overview
Jeraisy Computer & Communication Services has the pleasure to participate in MOIA IVR Project
Request for Proposal to help MOIA build their IVR System
We, JCCS, using our inherent skills, is pleased to present to NWC our technical proposal describing our
approach for meeting and exceeding your requirements. The design was carefully thought about in
order to ensure that the outcome meets MOIA needs in the present time and can accommodate any
future expansions.
Openness is a key characteristic in the proposed design as it is very flexible and can be extended in
various ways and adapts to different technology trends. JCCS is offering an end-to-end solution
depending on the best of breed equipments in the Contact Center market manufactured by the
worldwide leader in the Contact Center (Avaya) fulfilling the desired specification and performance, as
they perfectly fit into the proposed design, providing very high performance, life time reliability to the
Contact Centers and finally the benefits of support availability.
Hoping that our proposal and design meets your expectations, in the coming sections, you will find a
detailed description for the solution and products proposed, and you may refer to the products brochures
and datasheets attached in the appendix for more information. JCCS will be ready to answer any
questions or requirements that MOIA may have.

4. Existing Infrastructure
MOIA has Auto attendant System The current Setup consists of the following :
1-

23456789-

IPO 412 , release 5.0 (8) : Plus Expansion Module ( not used )
IPO 500 , release 5.0 (8) : having card of 2 analog ports and one E1
IPO 500V2 , release 7.0 (5 ) : having card of 2 analog ports and one E1
Linksys 8 port switch.
UPS APC 3000 VA : supports backup time of the system for almost 2hrs at full load
1 Workstaion used as voice mail and administration server.
3 x E1 Lines from STC : one connected to each IP office.
Just one digital line is connected internally for the sake of system checking.
Total of 90 VM pro channels.

Some Information about the system Operation :

- The system uses ( Toll free 800-2488-888)

- The current systems works with 8 Languages : Arabic English French Ordu
Indonesian and other 3 Languages.
- The system depends on auto attendance for already stored wave files for Hajj and
Omra Information.
- When the Hajj Calls, he is asked to select the language , then goes in 5-8 depth selections to
reach stored information depending on his needs.
JCCS Will have the honour to replace this old system with a new Avaya Contact Center

5. Solution Description
JCCS will Replace the old System with the new Contact center , the solution is consits of the following:
MES servers x 2
G450 x2
10+2 Elite agents + Multimedia +phones (reporting included)
120 ports - Experience Portal (IVR)
SBC 120 SIP trunks
Support + Upgrades for one year

5.1. Avaya Aura Overview

We will explain the system that we will install in MOIA which called Avaya Aura
Avaya Aura is a communications architecture and solution that can help transform any organization by
improving communications, simplifying complex networks, and reducing infrastructure costs. As a nextgeneration network architecture featuring an enterprise-wide approach based on the IP Multimedia Subsystem
reference architecture, Avaya Aura represents a departure from a TDM PBX architecture, an IP PBX
architecture, and a soft-switch architecture.
The solution consists of the following core applications:

Avaya Aura Session Manager

Avaya Aura Communication Manager

Avaya Aura Communication Manager Messaging

Avaya Aura Agile Communication Environment

Avaya Aura Application Enablement Services

Avaya Aura Presence Services

Avaya Aura Session Border Controller

The architecture helps meet the needs of business users by allowing IT departments to rapidly deploy needed
applications and capabilities to users regardless of their location, access device, or network. Avaya Aura is
evolutionary, allowing the re-use of existing assets and the capability to incrementally add new capabilities. It
allows optimizing the current network while laying the foundation to move to a more user-centric model.
The solution also provides significant new business agility and cost savings opportunities by changing how
communication solutions are designed and deployed. It decouples business communication applications from a
specific PBX so that it no longer defines the relationship between users and their communication services. This
agility makes these systems as a whole more resilient. Fewer dependencies also mean that a change at any one
location has limited impact.

Avaya Aura Architectural Representative Diagram

When an architecture that is based on IMS principles is viewed topologically, it can be divided into three layers.
These are the application layer, the communication core, and the access layer. Generally speaking, the access
layer is where users or legacy systems reside; including PBXs, branch office systems, gateways, and endpoints.
Mobile phones are also supported as access devices in this style of architecture. With Avaya Aura, these
devices connect to the communication core via SIP. The communication core then connects to applications or
services, also via SIP, which allows users to have access to any application. Leveraging SIP and IMS allows
applications to be decoupled from specific PBX systems.

Avaya Aura Representative Diagram

Tangible Benefits of Avaya Aura

The Avaya solution provides administrators with the ability to manage real-time, standards-based, multi-vendor
Unified Communications applications environments that deliver reliability, scalability, manageability, and quality.
Avaya Aura creates many opportunities to reduce the operational expense associated with the communication
infrastructure. In addition, the infrastructure can be upgraded to this architecture while maintaining, or even
enhancing, the value of the existing assets in the following ways.

Centralization
Centralization benefits include:

Centralized Management Avaya Aura System Manager is the single administration vehicle for the
enterprise and the single point of management for logging, call tracing for debugging, and alarming.

Centralized Deployment of Applications Traditionally, each business user is provided service by a PBX
within the enterprise. When additional Unified Communications capabilities such as messaging and
desktop clients are provided, separate applications are deployed with the PBX and IT is left to support
multiple application servers from multiple vendors in addition to the PBX network. Avaya Aura reduces
the complexity and cost associated with application deployment by supporting a centralized deployment
model, which allows users from different PBXs to access services from a single instance of an
application.

Trunk Consolidation For larger enterprises and some small customers, it is difficult to effectively
manage the costs of trunks. Small pools of resources spread throughout the network leads to inefficient
resource utilization. Centralized trunking that moves many, but not all, trunks from the network edges to
the core creates scaled efficiencies.
The cost benefit of centralized management is that the IT organization can make administration changes
once and then Avaya Aura System Manager will transmit the data to all affected applications. Avaya
Aura Session Manager removes the traditional complexities associated with trunk consolidation and the
centralized pool allows IT to reduce the total number of trunks required to support the enterprise. Traffic
can be routed over the best path at the lowest cost at any time of the day from any location within the
enterprise, providing effective long distance calling across the enterprise. These capabilities simplify the
ongoing analysis of traffic measurements to maintain an optimal number of trunks in the future. The
remaining edge trunks are now efficiently shared throughout the enterprise by Avaya Aura for Tail End
Hop Off.

Reduced Footprint Avaya understands that green initiatives are important as a means of both saving on
expenses and lessoning the environmental impact. Centralization of applications, trunks, and media
resources leads to efficiencies of scale that reduce the footprint and power consumption of the solution.
IP trunks from the Service Provider reduce the need for DSP resources in gateways, which reduces
gateway expense and footprint.

Simplification
Simplification benefits include:

Call Routing Simplification Even with a flattened and consolidated infrastructure, administrators are left
to manage multiple PBX systems, often from multiple vendors. Dial plan and call routing tables are
subject to change as the result of organic growth by adding new locations and their PBXs to the network;
business contraction by removing a PBX; or a merger or acquisition that adds a PBX, possibly from a
new vendor. Avaya Aura removes this complexity by allowing changes to be made in one location.

Long Distance Cost Management Centralized management and call routing simplification make it easy
to implement inter-office on-net routing, Tail End Hop Off, and least cost routing across multiple carriers.

The Avaya one-X mobile client can further reduce long distance costs, especially for international calls,
via mobile hop on.

Agility and Reduced Time to Market

The benefits of increased agility and reduced time to market include:

Typically the capabilities or services that the user has access to are entirely dependent on the PBX that
is servicing the user. Avaya Aura removes this limit by providing capabilities to users and standard
interfaces for the development of new applications.

Deployment of Sequenced Applications Avaya Aura Session Manager provides the ability to add new
applications that run side-by-side with Avaya Aura Communication Manager without requiring changes
to existing applications. It contains a user profile for each user, which contains the applications that the
user is associated with. The value of this approach is that adding a new application or service for a user
is as simple as deploying the application on an application server and administering the user profile to
allow that user to access to the service.

Delivery of New Services

The benefits of delivering new services include:

Development of New Services Avaya Aura removes the complexity of new feature development with
its ability to deploy sequenced applications. New services can be developed by Avaya Professional
Services, ISVs, or in-house developers, and the development of a sequenced application is not tied to
PBX software release schedules. This enables a best of breed approach that provides options and
flexibility.

New Services for Users on Legacy PBXs The services available to a user on a legacy PBX remains
largely tied to the capabilities of the PBX. Avaya Aura allows administrators to provide enhanced
services to a small group at an existing site by providing those users with a SIP endpoint that registers to
the core while leaving the legacy PBX in place for the rest of the community.

5.2. Avaya Aura Communication Manager

Avaya Aura Communication Manager provides robust PBX features, high reliability and scalability, and multiprotocol support. It includes advanced mobility features, built-in conference calling, contact center applications,
and E911 capabilities. It provides user and system management functionality, application integration and
extensibility, and enterprise communications networking. It can be deployed as either an Evolution Server or a
Feature Server within the Avaya Aura architecture.
Designed to run on Avaya Common Servers as well as Avaya S8300 Servers, Avaya Aura Communication
Manager provides a range of capabilities to enable the virtual enterprise, including:

Robust voice and video call processing capabilities across a resilient distributed network of media
gateways and a wide range of analog, digital, and IP-based communication devices

Advanced workforce productivity and mobility features

Built-in conferencing and contact center applications

Centralized voicemail and attendant operations across multiple locations

E911 capabilities

Support for SIP, H.323, and many other industry-standard communications protocols over a variety of
different networks, enabling centralized voice mail, attendant operations, and call centers across multiple
locations

More than 700 powerful features

High-availability, reliability, and survivability designs

Key Features
Key features include:
Optional Survivable Core
Survivable Core server configuration supports core survivability in deployment and is available with both Avaya
Common Server simplex and duplex installations. Failover and failback to Survivable Core processors is
connection-preserving on G430 and G450 Media Gateways. As many as 64 Survivable Core servers can be
installed.
Optional Survivable Remote
Survivable Remote server configuration supports survivability at the branch and can be deployed on an Avaya
S8300 server installed in an Avaya G430 or G450 Media Gateway, or on a simplex Avaya Common Server for
larger locations, the Survivable Remote server provides full feature functionality at remote locations for H.323 as
well as analog and digital stations and trunks.
SIP Feature Expansion
Avaya Aura Communication Manager supports the following capabilities on compatible Avaya one-X
Deskphones using SIP firmware, as well as on Avaya one-X Communicator softphones:

Per Button Ring Control Administrators can configure individual line appearances to audibly ring or
silently alert as required by users

Call Pickup Alerting Adds visual alerting of incoming calls to call pickup buttons

Avaya one-X Portal SIP Integration The Avaya one-X Portal user interface may be used with SIP
telephones to allow thin client capabilities to users around the world

Avaya one-X Mobile SIP Integration The Avaya one-X Mobile clients may be used with SIP
telephones to add simultaneous ringing, seamless call transfer between devices, and robust mobility
features

Internal Calling Party Number Block Brings the name and number privacy features enjoyed for outside
calls to internal calls for SIP telephone users

Call Park/Un-park Button Greatly simplifies the procedures and user interface for parking and unparking calls to SIP telephones

Other key features include:

Telephony Provides a comprehensive set of telephony features, including auto attendant, call transfer,
and call forward

Mobility Provides extensive in/out of building wireless choices and hot-desking features such as
Extension to Cellular, Personal Station Access, and Automatic Customer Telephone Rearrangement to
extend Avaya Aura Communication Manager features to users no matter where they are working

Collaboration Provides built-in features such as six-party Meet Me Conferencing or the optional 300party Expanded Meet Me Conferencing

Call Center Integration Provides for easy integration of call center applications such as Avaya Call
Management System for real time reporting and performance statistics, and Avaya Business Advocate
for expert predictive routing based on incoming calls rather than historical data.

Application Integration Allows IT application developers to leverage Avaya Aura Communication

Manager functionality via standard Web Services interfaces to enable integration of business and
communication applications with real-time telephony

G.711 Music on Hold Provides an optional enhancement whereby the clarity and sharpness of the
G.711 codec can be used when playing music-on-hold to callers

Deployment Options
Avaya Aura Communication Manager can be deployed as either an Evolution Server or a Feature Server to
deliver rich voice and video capabilities and to provide for a resilient distributed network of Media Gateways.

Evolution Server
When deployed as an Evolution Server, Avaya Aura Communication Manager will support analog, digital, SIP,
and H.323 stations and trunks. It connects to Avaya Aura Session Manager via SIP trunking, which allows the
same instance to provide service for both SIP and non-SIP terminals from the same server. Analog, digital, and
H.323 endpoints register with the Avaya Aura Communication Manager for call routing while SIP endpoints
register with the Avaya Aura Session Manager for call routing.

Feature Server
When deployed as a Feature Server, Avaya Aura Communication Manager supports features for SIP endpoints
that register to Avaya Aura Session Manager, and is connected to it via a SIP-ISC interface.

5.2.1.Avaya Aura Solution for Midsize Enterprises

Here we are using the MidSize Enterprise servers for our solution
The Avaya Aura Solution for Midsize Enterprises delivers a single server deployment of Avaya Aura, making
the solution more affordable, easier to deploy, simpler to manage, and more energy efficient. It also enables real
time communications applications to perform in a virtualized environment with the same capabilities they have on
dedicated servers. These products are brought together into a pre-defined template that can be installed,
managed, and supported in a common way and on shared server hardware. This solution includes major
enhancements for ease of installation and serviceability.
Engineered specifically for midsize businesses, Avaya Aura Solution for Midsize Enterprises scales from 200 to
2,400 stations and 250 remote locations, and provides voice, messaging, video, application enablement,
software media services, and full SIP capabilities. A high-availability option offers business continuity through a
redundant server shadowing all applications and administration.
The solution uses Avaya Aura System Platform technology to virtualize the following applications on a single
server:

Avaya Aura Communication Manager

Avaya Aura Communication Manager Messaging

Avaya Aura Application Enablement Services

Avaya Aura Session Manager

Avaya Aura System Manager

Avaya Aura Session Border Controller

Avaya Aura Presence Server

Avaya Aura Utility Services

The result is that advanced unified communications and contact center applications are now in reach for
enterprises of all sizes.

Avaya Aura Solution for Midsize Enterprises

Core Capabilities
Avaya Aura Solution for Midsize Enterprises includes the following core capabilities:

Easy deployment of core communications, combined with powerful application enablement, to simplify
the addition of advanced Avaya Unified Communications and Contact Center solutions.

Rapid installation and easier maintenance for updates, upgrades, backups, and restore functions to
lower the total cost of ownership by limiting the time spent managing the infrastructure.

Secure, rapid serviceability and alarming to Avaya Expert Systems via Secure Access Link, IP, and
HTTPS using full audit trails to provide faster trouble resolution, alarming, and remote support.

Self-administration of endpoints via MyPhone, a Web-based user self-management tool that allows endusers to assign telephony features through a simple to use GUI.

Third-party application support via Application Enablement Services, available through the Avaya
DevConnect program.

A high availability option that provides business continuity through the deployment of a redundant server
that shadows all applications and administration, which can be included or added later.

Embedded meet-me conferencing for up to six parties supports better collaboration and eliminates the
cost of service provider conferencing.

Embedded SIP Services via Avaya Aura Session Manager and Avaya Aura System Manager are
certified with a wide range of carriers to help businesses more easily reduce operational expenses with
SIP trunking.

Scalability to allow the seamless connection with up to 250 remote regional sites using Avaya remote
Media Gateways with survivability options.

Accommodation of a wide range of end-user needs via the rich set of 700+ telephony features of Avaya
Aura Communication Manager.

Management of the allocation and sharing of server hardware resources, including the CPU, memory,
disk storage, and network interfaces for more efficient hardware usage, which in turn shortens the return
on investment.

Embedded Software Media Services support up to 256 DSP channels for high scalability using proven
VoIP technology and the ability to add physical Avaya Media Gateways to support analog and digital
telephones and PSTN trunks.

Optional applications available include:

Avaya one-X Unified Communications All-Inclusive: A single server configuration enables midsize
enterprises to deploy one virtual Integrated Server for up to 500 users. Applications include Avaya oneX Mobile, Avaya one-X Portal with Avaya Aura Presence Server, and Application Enablement
Services for a unified desktop with Microsoft Office Communications Server and IBM Lotus Sametime.

Avaya Aura Contact Center: Designed to meet the real time demands of todays rapidly evolving
customer service environment with innovations in multimedia work assignment, workforce optimization,
and outbound self-service.

Avaya Aura Conferencing: Supports a larger number of conference calls and conferences that include
more than six parties. It provides audio, video, and web conferencing capabilities complete with
scheduling and management, In addition, the Avaya Flare Experience simplifies and enhances video
and other forms of collaboration.

Avaya Aura Messaging: Enhances productivity and provides rich voice and integrated email messaging
services. A single server configuration allows midsize enterprises to combine a Message Application
Server, a Message Storage Server, optional Web Client and Web-based Subscriber Options servers, and
a Secure Access Link on a single server.

Benefits
Benefits include:

Simplification
Installed quickly and easily in about an hour and is about 60% faster on a single server, as opposed
to the suite of applications being installed on separate servers.
Decreased IT overhead with fewer devices to manage. Based on customers who purchased the
solution, there was 75% less time required for system maintenance with integrated services for
administrators.
Reduced administrator overhead associated with moves, adds, and changes and improved end-user
value through end-user self administration.

Service
Serve customers better with embedded call center support and powerful ACD routing, as well as the
optional Avaya Aura Contact Center, which offers multi-channel contact center capabilities.
End-users can work from anywhere seamlessly with a single number reach that keeps them fully
connected with office communications.
Presence-enabled communications.
Secured remote support.
A High Availability option, with automated backup server, for business continuity.

 Optional Unified Messaging to enhance collaboration with multiple message retrieval and creation
options, including email, TUI, speech, speech-to-text, and web, as well as powerful find-me/follow-me
solutions to keep employees in touch.
Optional third-party DevConnect applications such as call accounting, call recording, public safety,
and SIP endpoints to streamline business operations.

Savings
Less costly to buy since 75% less hardware is required, based on customers who purchased similar
solutions.
Lower total cost of ownership since the smaller footprint means 75% less power and cooling is
required with this green energy-efficient solution as compared to traditional deployments.
SIP Trunking can save 20% to 50% on telecommunications expenses by centralizing trunks, reducing
trunk access charges, and lowering toll-charge and long-distance rates as well as providing more
flexible and intelligent routing of inbound calls.
Single server messaging solution simplifies rollouts and lowers messaging hardware maintenance
costs by 50%, based on a typical customer configuration.

5.2.2.Avaya Common Server

Avaya uses both the HP ProLiant DL360 G7 and the Dell PowerEdge R610, which are collectively referred to
as the Avaya Common Servers. Their powerful capabilities provide the reliability, scalability, and processing
power required for the Avaya communications solutions. These servers incorporate the Intel Xeon E5600-series
processor technology and deliver the capabilities required for real time communications applications in a 1U form
factor.

Hardware Optimization
The particular Common Server used is optimized for the application that it is supporting. Specifically, the
configurations differ in type and number of CPUs; the amount of dynamic RAM; the number and size of hard
disks used, as well as the RAID level; and the number and wattage of the power supplies.
The specific server configurations that have been optimized for each Unified Communications and Contact
Center application have been engineered and fully tested. This contributes to solution performance, based on the
stringent specifications for individual Avaya applications and for an overall Avaya solution.
The Avaya Common Servers provide the foundation for highly flexible end-to-end communications capabilities
and come equipped with a RAID controller and standard redundant hard disk drives. A second power supply is
available as an option in some server configurations.

HP ProLiant DL360 G7 Server

Combining concentrated 1U compute power, HP Insight Control, HP Thermal Logic technology, and essential
fault tolerance, the HP ProLiant DL360 G7 Server is designed for space-constrained installations. With the Intel
Xeon 5600 series processors and four 1GB Network Interface Cards, the DL360 G7 is a high-performance
server that is ideal for a full range of scale-out applications.
The server can be configured with up to two processors with Turbo Boost technology that automatically regulate
power consumption and intelligently adjust server performance, resulting in higher efficiency and superior
performance. The Avaya configurations use either four or six core processors. The four NIC ports help sustain
unparalleled network availability and reliability.

HP ProLiant DL360 G7 Server, Front View

Notes:
1. Not present
2. Not present
3. DVD-RW Optical Drive
4. HP Systems Insight Display
5. Front USB connector
6. Video connector
7. Hard drive bay 4
8. Hard drive bay 3
9. Hard drive bay 2
10. Hard drive bay 1
The HP DL360 G7 Server includes eight slots in the front, arranged in two rows of four slots, of which the bottom
four are used for hard drives. Two of the top slots are not used and one is used to house a DVD-RW optical drive.
The server ships with one or two processors, which may be an Intel Xeon E5620 2.4 GHz four-core or X5670
2.93 GHz six-core processor, depending on the application. Four to forty-eight GB of dynamic RAM is included.
Two to four hard disk drives are included, depending on the application supported, and these are usually 146GB
10K drives, which use RAID 1 redundancy for two drives or RAID 5 redundancy for three or more drives. High
performance 146GB 15K drives or higher capacity 300GB 10K drives are used in some configurations.
Power is provided via a 460W hot-pluggable AC power supply that is provided in single and dual power supply
configurations, depending on the application. Some application configurations include 750W AC power supplies.

HP DL360 G7 Environmental Requirements

Type

Description

Dimensions

Height 43 mm (1.7 inches, 1U)

Depth 695 mm (27.38 inches)
Width 426 mm (16.78 inches)

Weight

14.06 kg (31 lb.) minimum weight, no drives installed

15.97 kg (35.2 lb.) maximum weight, with eight drives installed

Electrical Input
Requirements

Input Voltage (low range) 100 to 120 VAC

Input Voltage (high range) 200 to 240 VAC
Input Electrical frequency 50 to 60 Hz
460W Power Supply 5.3 to 5.5 A at 100 VAC; 2.5 to 2.6 A at 200 VAC
750W Power Supply 8.6 to 8.95 A at 100 VAC; 4.2 to 4.3 A at 200 VAC

Heat Output

460W Power Supply 1,747 to 1,794 BTUs at 100 VAC; 1,683 to 1,725 BTUs at 200 VAC

Type

Description
750W Power Supply 2,868 to 2,925 BTUs at 100 VAC; 2,761 to 2,812 BTUs at 200 VAC
Please note that the heat output depends on the number and type hard drives that are
installed and the power supply configuration that is in use.

Air Temperature

Operating 50 to 95 F (10 to 35 C)
Shipping -40 to 158 F (-40 to 73 C)

Relative Humidity

Operating 10% to 90% non-condensing

Shipping 5% to 95% non-condensing

Maximum Altitude

10,000 feet (3,048 meters)

Avaya Aura Session Manager

When implemented with Avaya Aura Session Manager, the Avaya Common Server is deployed with dual Intel
Xeon E5620 2.4 GHz 4-core processors and 12GB of dynamic RAM. Equipped with four 1GB Network Interface
Card interfaces and a DVD-RW optical drive, the server also includes two 146GB 10K hard disk drives with RAID
1 redundancy, and dual 460W power supplies.

Avaya Aura System Manager

When implemented with Avaya Aura System Manager, the Avaya Common Server is deployed with dual Intel
Xeon E5620 2.4 GHz 4-core processors and 12GB of dynamic RAM. Equipped with four 1GB Network Interface
Card interfaces and a DVD-RW optical drive, the server also includes three 146GB 10K hard disk drives with
RAID 5 redundancy, and dual 460W power supplies.

Avaya Aura Communication Manager Midsize Business Template

When implemented with Avaya Aura Communication Manager in a Midsize Business Template arrangement,
the Avaya Common Server is deployed with a single Intel Xeon E5620 2.4 GHz 4-core processor and 12GB of
dynamic RAM. Equipped with four 1GB Network Interface Card interfaces and a DVD-RW optical drive, the
server also includes three 146GB 10K hard disk drives with RAID 5 redundancy, and a single 460W power
supply.

Avaya Aura Midsize Solution for Enterprises

When implemented with Avaya Aura Midsize Solution for Enterprises, the Avaya Common Server is deployed
with dual Intel Xeon X5670 2.93 GHz six-core processors and 48GB of dynamic RAM. Equipped with four 1GB
Network Interface Card interfaces and a DVD-RW optical drive, the server also includes three 300GB 10K hard
disk drives with RAID 5 redundancy, and dual 750W power supplies.

Avaya Aura Secure Border Controller

When implemented with Avaya Aura Secure Border Controller, the Avaya Common Server is deployed with a
single Intel Xeon E5620 2.4 GHz four-core processor and 12GB of dynamic RAM. Equipped with four 1GB
Network Interface Card interfaces and a DVD-RW optical drive, the server also includes three 146GB 10K hard
disk drives with RAID 5 redundancy, and a single 460W power supply.

Avaya Aura Presence Services

When implemented with Avaya Aura Presence Services, the Avaya Common Server is deployed with dual Intel
Xeon X5670 2.93 GHz four-core processors and 36GB of dynamic RAM. Equipped with four 1GB Network
Interface Card interfaces and a DVD-RW optical drive, the server also includes three 300GB 10K hard disk drives
with RAID 5 redundancy, and dual 750W power supplies.

Avaya Voice Portal

When implemented with Avaya Voice Portal, the Avaya Common Server is deployed with dual Intel Xeon E5620
2.4 GHz four-core processors and 12GB of dynamic RAM. Equipped with four 1GB Network Interface Card
interfaces and a DVD-RW optical drive, the server also includes two 146GB 10K hard disk drives with RAID 1
redundancy, and a single 460W power supply.

5.3. Avaya Media Gateways Overview

Designed to extend the power of the Avaya Aura Communication Manager telephony application to all users in
the enterprise, Avaya media gateways address your need for converged solutions that support both TDM and IP
telephony environments by seamlessly integrating traditional circuit-switched and IP-switched interfaces.
Avaya media gateways are stackable and modular hardware elements that deliver applications, enabling data,
voice, FAX, video, and messaging capabilities to your network. These gateways support both bearer and
signaling traffic that is routed between packet and circuit-switched networks. They are optimized for enterpriseclass telephony, and provide a variety of flexible deployment options, including 100%-IP environments and
blended environments such as IP and TDM. Avaya Gateways allow organizations to evolve easily from TDMbased telephony to the next generation of IP infrastructures, including those based on the open SIP standard.
Avaya media gateways are available in compact standalone, stackable, and chassis-based configurations that
support analog, digital, IP PoE, LAN, and WAN interfaces. They are optimized for blended TDM/IP and all IP
environments in distributed enterprises, small remote offices, and large campus environments with thousands of
users.

Key Features
Key features of Avaya media gateways include:

Interoperable with standards-based data networks to provide maximum flexibility and reduce total cost of
ownership

Survivability features and options that allow gateways to continue operating even if the primary media
server fails or in the event a WAN failure affects communications between the gateway and the media
server

Support multi-protocol environments, maximizing investment protection for enterprises that require
concurrent support of TDM and IP-based telephony

Redundant system and network options that support high-availability configurations for both TDM and IPbased solutions

Designed for distributed networked telephony, extending the benefits of Avaya Communication Manager
to all enterprise users regardless of location

Connectivity across any public or private network using a variety of interface options over TDM, ATM,
Ethernet, Frame Relay, or PPP

High-density 19 rack-mountable systems that support high-availability IP Connect upgrades from Avaya
DEFINITY PBX/servers

Compatible with cabinets in legacy Avaya systems

5.3.1.Avaya G450 Media Gateway

The Avaya G450 Media Gateway is a multi-purpose media gateway that can be deployed in medium to large
branch locations or in wiring-closets servicing buildings and floors in a campus environment. It works in
conjunction with Avaya Aura Communication Manager IP telephony software running on Avaya Common
Servers to help deliver intelligent communications to enterprises of all sizes.
The gateway combines telephone exchange and data networking by providing PSTN toll bypass and routing data
and VoIP traffic over the WAN. The G450 Media Gateway features a VoIP engine, an optional WAN router, and
Ethernet LAN connectivity. It provides full support for Avaya IP and digital telephones, as well as analog devices
such as modems, fax machines, and telephones.
Telephone services on a branch gateway are controlled by a media gateway controller. The branch gateways can
subtend to a media gateway controller located at the headquarters or installed locally. Optionally, Avaya branch
gateways can house an internal Avaya S8300 Server as a local survivable processor, providing full media
gateway controller functionality in the event that the connection with the primary one is lost or as the primary for
standalone deployment. As an alternative to the local survivable processor, the G450 Media Gateway can instead
be configured for standard local survivability.

Avaya G450 Media Gateway Details

The Avaya G450 Media Gateway consists of a 3U high, 19" rack mountable chassis with field-removable
supervisor main board module, power supplies, fan tray, DSP resources, and memory. It has eight media module
slots that host a combination of interface boards to support T1/E1, ISDN-BRI, WAN interfaces, digital, or analog
telephones and analog trunks. The first media module slot can also host an S8300 Server to provide integrated
IP telephony for standalone businesses or mission-critical survivability for branch office-deployed G450 Media
Gateways.
Notable features include:

The unit has a field-replaceable main board module that supports optional DSP and memory add-ons.
The built-in interfaces include two 10/100/1000 Base-T LAN ports, two 10/100 Base-T WAN ports, two
USB ports, console and services ports, and an emergency transfer relay port for emergency calls during
power failures.

To enhance the long term value of the gateway, the modular design streamlines serviceability for both the
enterprise and Avaya field technicians. Fans can be easily replaced, DSPs and RAM easily added,
supervisor modules swapped out, and power supplies replaced. Given that all media modules, main
board modules, power supplies, and fan trays are hot-swappable; downtime is minimized.

Deployment options are flexible, since the gateway is interoperable with other Avaya media gateways.

Modular DSP resources are available as daughterboards for the main board module. These can be
implemented in 25 or 80 channel increments. The maximum capacity is 320 channels. Codec support
includes G.711, G.729, and G.726. SRTP and AES encryption are supported without a performance hit.

For investment protection, the platform is scalable, and will grow modularly. The architecture offers
capacity for as many as 192 analog or digital endpoints, 8 T1/E1s, 320 DSPs, 64 announcements, and
up to 10,000 busy hour call completions.

For added availability, high-resiliency features include dual redundant load-sharing power supplies, a
modular fan tray, and standard local survivability. Local survivable processor is available when an Avaya
S8300 Server is used. Robust resiliency features help to maintain business continuity in the event of an
unforeseen disruption.

A variety of voice survivability options help make sure the branch can continue to function effectively in
the event of network outages. By using an S8300 Server in local survivable processor mode, full-featured
IP telephony is restored quickly when the WAN link between the main Avaya Common Server and the
remote G450 Media Gateway is disrupted. Even without the local survivable processor, the G450 Media

Gateway supports standard local survivability, where basic telephony features are available when the
WAN link fails. Furthermore, dual redundant hot-swappable power supplies, and hot-swappable main
board modules and fan trays help to lower both MTBF and MTBR.

Available IP WAN routing media modules add support for PPP/Frame Relay connectivity over E1/T1 or
universal serial port interfaces. The gateway can also connect to an external WAN device using fixed
10/100 Ethernet WAN router ports, which support traffic shaping to match data transfer rates with
available WAN bandwidth.

Advanced security features include VPN support, SRTP encryption, SSH/SCP, and SNMP v3 support. To
protect sensitive information, the G450 Media Gateway provides enhanced security to encrypt voice
traffic and signaling over the IP network to prevent eavesdropping. In addition, it supports advanced
security features such as comprehensive secrets management, SSH/SCP, and SMNP v3 so network
managers can securely configure and manage the gateway.

Technical Information
Physical Specifications:

Dimensions (H X W X D) 5.25 in. (3U, 133.3 mm) X 19 in. (482.6 mm) x 18 in. (460 mm)

Weight of empty chassis 16.5 pounds (7.5 kg)

Power 90-264 VAC, 47-63 Hz

BTU 1,780 BTU/h

Maximum current 7 A

Environmental Specifications:

Operating Temperature 32to 104F (0to 40C)

Humidity 10%-90% relative humidity, non-condensing

Front clearance 12 in. (30 cm)

Rear clearance 18 in. (45 cm)

Operating Altitude up to 10,000 ft. (3000 m)

Main Board Module:

DSP Up to 4 daughterboards with 25 or 80 DSPs each for a maximum capacity of 320 DSPs

Modular RAM

Two USB ports

Console and services ports for services and maintenance access

Emergency transfer relay port

Two 10/100 Base T WAN ports

Two 10/100/1000 Base T LAN ports

Media Module Slots:

Eight media module slots, supporting up to eight telephony media modules, which can include up to
three IP WAN modules and one S8300 Server

Supported Media Modules:

MM711 eight port analog media modules

MM714 four trunk plus four telephone analog media modules

MM716 24 port analog media modules

MM712 eight port DCP media modules

MM717 24 port DCP media modules

MM710 one port T1/E1 media module

MM720 eight port BRI media modules

MM722 two port BRI media modules

IP WAN Modules:

MM340 T1/E1 WAN media module

MM342 USP WAN media module

Capacities:

Busy Hour Call Completions 10,000

Chassis Slot Count Eight media module slots

DSP Channels 25/80 on daughterboards, scale to 320

Touchtone Receivers 64

Announcements 63 playback; 1 record

Announcement and Music-on-Hold storage 45 minutes / 4 hours with branch memory kit

Power Supplies 2

Maximum DCP/Analog Endpoints 192

Maximum IP Telephones 450 with embedded S8300 Server or 2,400 with Simplex Avaya Common
Server

Maximum BRI telephones 128

Maximum BRI trunks 64

Maximum PSTN trunks 184 T1; 206 E1

Maximum number of G450 Media Gateways per Avaya Common Server 250

Maximum G450 Media Gateways per S8300 Server 50

Telephone Compatibility:

Avaya 4600, 9600, and 1600 Series IP telephones

Avaya 1400, 2400, 6400, and 8400 Series digital telephones

Avaya or other manufacturers analog telephones

Server/Application Options:

Avaya S8300 Media Server running as either a local survivable processor or primary call controller

Avaya Aura Communication Manager Messaging Application (on S8300 Server)

Routing/Switching Features:

OSPF, RIP, PPP, PPPoE, Frame relay, VRRP

RTP header compression

Dynamic call admission control

Weighted fair voice queuing

Traffic shaping

802.1p/q VLAN tagging

Inter-VLAN routing

Port redundancy

802.1d/802.1w Spanning Tree/Rapid Spanning Tree support

Agency/Type Approval:

Includes FCC part 15 and 68, CE Mark, A Tick Mark, China CCC and MII, Japan Telecom, BSMI, VCCI,
Canadian ICES-003, UL, GOST, Russian Telecom Ministry, NOM NYCE, COFETEL, and ANATEL.

5.3.2.Avaya Session Border Controller for Enterprise

The Avaya Session Border Controller for Enterprise offers comprehensive security that enables enterprises to
simply and confidently deploy IP telephony and unified communications over any network to any device. The
plug-and-play security platform enables the safe termination of SIP trunks on the enterprise premises, using the
industrys most advanced protection against toll fraud, intrusion, unauthorized access, and eavesdropping.
This real time purpose-built appliance utilizes a multi-core and on-chip crypto acceleration architecture. All media
processing, including encrypted media under load and attack conditions, is performed deterministically in less
than 50 micro seconds. It supports 1+1 high availability deployments and clustering across multiple sites for
scalability, geographic redundancy, and real time call preserving failover. All of these devices are centrally
managed with the Avaya Element Management System.
Enterprises can use cost-effective SIP trunking for PSTN connectivity, perform flexible least cost routing, and
provide advanced endpoint security. Key security features include:

Privacy: Mission-critical and protected information is encrypted to remain private and confidential, which
allows business to be securely conducted from anywhere in the world, even over public networks.

Access Control: Two-factor seamless and clientless authentication of users helps protect enterprise
information resources and facilitates the enforcement of policies. This gives users access to critical
communication resources over any networks using any device without risking exposing key systems.

Threat Mitigation: Protection from attacks is based on the most advanced library of vulnerabilities and
threat signatures in the industry, gleaned from years of primary research by the Avaya team of security
experts. It allows the enterprise to quickly expand IP telephony and unified communications with new
applications while maintaining the same level of security.

Policy Enforcement: Policies such as security, application, routing, recording, and monitoring can be
applied to UC traffic based on business needs and compliance mandates (including PCI-DSS, HIPAA,
FDIC, and GLBA) without affecting performance. This also includes differentiated policies based on user,
network, application, time of day, and other characteristics.

Overview
The Avaya Session Border Controller for Enterprise provides complete protection for users from malicious
attacks that could arise from anywhere in the world at any time and are targeted to any wire-line or wireless
enterprise or service provider that has deployed UC. Although core UC assets and related infrastructure can be
protected to a minimal degree from direct assault through a variety of currently available techniques, such as
hardening the underlying IP network, none can protect against the increasing sophistication of attacks against the
numerous vulnerabilities inherent in UC and related IP communications applications. This security solution is the
only UC-specific security solution that effectively and seamlessly incorporates all existing approaches into a
single, comprehensive system.
This comprehensive security solution can be used to completely protect session-based real-time IP
communications applications such as UC, IM, video, and multimedia; to effectively prevent the unauthorized use
of the network infrastructure assets; and protect the privacy of the real time multimedia users. In addition, it
protects the entire network infrastructure, including all endpoints, from various UC-specific DoS signaling and
media attacks ranging from simple brute-force flood and harvesting attacks to the more highly sophisticated
zombie, spoof, and malicious user-driven distributed, stealth, blended, zero-day, and spam attacks. Finally, it is
able to provide this protection to all SIP-based UC networks.
The Avaya Session Border Controller for Enterprise incorporates the best practices of all phases of data security
to ensure that new UC threats are immediately recognized, detected, and eliminated. In addition to the unique
ability to dynamically learn various aspects of real time multimedia user behavior, it also implements ingenious
methods of handling different UC protocol misuse and voice spam attacks. It incorporates a complete suite of
UC-specific security techniques that includes UC protocol anomaly detection and filtering as well as behavior
learning-based anomaly detection. Together, these techniques enable it to monitor, detect, and protect any UC
network from any known security vulnerabilities.

Features
To support the SIP trunking environment, the Avaya Session Border Controller for Enterprise includes the
following features.

SIP Trunking
The SIP Trunking feature allows SIP trunk-enabled enterprises to completely secure SIP connectivity over the
Internet via the SIP trunking services obtained through an ITSP. SIP trunking ensures the privacy of all calls
traversing the enterprise network, while maintaining a well defined demarcation point between the core
(enterprise) and the access network (service provider). In addition, the SIP trunking feature allows an enterprise
to maintain granular control through well-defined domain policies that secure the enterprises SIP
implementations/servers from known SIP and media vulnerabilities.
Because the solution is deployed in the enterprise DMZ as a trusted host, all SIP signaling traffic destined for the
enterprise is received by the external firewall and passed on to it for processing. If the signaling traffic is
encrypted, the Avaya Session Border Controller for Enterprise decrypts all TLS encrypted traffic and looks for
anomalous behavior before forwarding the packets through the internal firewall to the appropriate IP telephony
server in the enterprise core to establish the requested call session.
Once a valid call session has been set-up, RTP or SRTP media packets are allowed to flow through the external
firewall in the DMZ, which continues to look for anomalous behavior in the media before passing the stream on to
the intended end-point.

Media Anchoring
Media Anchoring is a feature that optimizes the use of the access network. It should be noted that the advanced
license is required for this feature. Traditionally, a session border controller handles calls as they pass from
external networks through the access network and then to the enterprise core network. However, if the calling
and called parties both reside in the same private network, the session border controller can release the media
path, thereby allowing media traffic to flow directly between the two parties without having to traverse the access
network. This greatly reduces bandwidth usage and network congestion as well as significantly reduces potential

security threats to the access and core network infrastructures. In addition, call control is maintained throughout
the duration of the media session.

Media Anchoring

Mobile Workspace User

The Mobile Workspace User feature safely permits remotely located SIP-based users to access the internal
enterprise UC network by implementing comprehensive UC security features that include sophisticated
firewall/NAT traversal and secure channel, encryption, and user authentication, as well as session and end-point
call policy enforcement. It should be noted that the advanced license is required for this feature.
To do this, two Avaya Session Border Controller for Enterprise devices are deployed (one in the enterprise DMZ
and the other in the core in front of the IP PBX) to handle firewall/NAT over a secure channel in order to minimize
the number of pinholes that the firewalls would normally have to keep open at any one time to accommodate
normal network activity.
The Mobile Workspace User feature, which can be implemented in a SIP environment, uses authentication to
verify the legitimacy of the remote user and decrypts TLS-encrypted signaling SIP traffic in real-time. Once
decryption is completed, the Avaya Session Border Controller for Enterprise analyzes traffic for anomalous
behavior, attacks, and intrusions and applies the user-defined policies. Packets are then forwarded through the
secure channel to the second SBC to establish the requested call session.
If the call is from a remotely located user to an internal user, the session border controller in the enterprise DMZ
also decrypts the SRTP media coming into the enterprise from the external IP network, performs any required
network address translation, analyzes traffic for anomalous behavior, and applies the relevant UC media policies.
It then sends the RTP media to the core session border controller, which in turn passes the RTP stream to the
intended recipient.

High-Availability
High-Availability for both media and signaling supports having session border controller security functionality
provided continuously, regardless of any hardware or software failures that may occur. Two session border
controller devices are logically deployed as a High-Availability Pair, either in the enterprise DMZ or the core,
wherein one device is active while the other operates as a hot-standby back-up. These pairs can be
geographically dispersed, with each device residing in a separate physical facility.

High-availability pairs can be deployed in an enterprise in a parallel mode configuration where the signaling
packets are only routed to the active primary server, which performs all data processing. The interface ports on
the standby server do not process any traffic. The management interfaces on the two session border controller
devices have different IP addresses, but the signaling/media interfaces have the same IP address. The session
border controller devices stay synchronized via a heartbeat on the dedicated interfaces and they are both in
continuous communication with the element management system.
When a failure on the active session border controller is detected by the element management system, its
network interface ports are automatically disabled while those of the standby are enabled. The standby now
advertises its MAC as the L2 address for the common signaling/media IP address and takes over data
processing. Failure detection and operational transfer occurs without dropping packets or adding any significant
amount of latency into the data paths. The element management system then reports the change in status so
that the system administrator can take any enterprise-required actions.
There are two types of high-availability configurations; a standard configuration where both the active and standby devices are collocated in the same general area, and a geographically dispersed high-availability configuration
where the active and stand-by devices are deployed in geographically-dispersed locations.

Unified Communications Intrusion Protection

Unlike traditional intrusion prevention systems, which monitor network traffic in order to gather and analyze
information from various parts of that network and identify possible security breaches for subsequent prevention
or mitigation, the Avaya Session Border Controller for Enterprise is uniquely engineered to not only detect any
anomalous event such as day zero attacks, but to also prevent virtually any type of attack from outside the
enterprise and misuse causing an attack from within the enterprise. This is a result of the flexibility and fine-grain
tuning allowed when the network security administrator establishes UC rule sets.
The functionality provided by this security feature includes:

Flood and Fuzzing Protection: This protects against volume-based DoS and malformed message
attacks. Customized protocol scrubbing rules detect and remove malformed messages that may crash
call servers or other critical network components, or make other portions of the communications
infrastructure vulnerable because of degraded performance of critical UC system components.

Media Anomaly Prevention: This selectively enables the media traffic and enforces rules on the type of
traffic carried, based on the negotiated signaling and other configured policies.

Spoofing Prevention: This applies various validation techniques to detect and prevent spoofing, including
the use of end-point fingerprints for different message fields to trigger other validations and verifications.

Stealth Attack Prevention: Based on the learned call behavior patterns of endpoints, this can detect any
nuisance and annoying calls to a particular destination or user and selectively block only those users
from whom those calls originate.

Reconnaissance Prevention: This detects and blocks application layer scan reports and blocks the
attackers that originate them.

Hardening and Protection against Floods and Port Scans

System level Layer 3/Layer 4 security features include IPTable firewall rules to provide restrictions on inbound
traffic in order to protect the Avaya session border controller itself from IP/ICMP/TCP level attacks. It should be
noted that outbound traffic is not restricted.
Protection against Layer 3/Layer 4 floods and port scans includes the following:

ICMP Flood Prevention: Once an ICMP flood from a host is detected, all further requests from that host
are blocked for a specified period of time.

Port Scan Blocking: Once a port scan from a host is detected, all further requests from that host are
blocked for a specified period of time.

Management Interface Restrictions on Ports: Only selected ports are allowed on the management
interface. All other TCP/UDP traffic is blocked on the management interface. In addition, only a specified
number of TCP packets are allowed from a host within a specified time frame, irrespective of TCP ports.

Data Interface Restrictions: General protection is provided on all data interfaces and TCP signaling level
flooding control rules are applied dynamically on application specified listening IP and listening port.

TCP Signaling Level Flood Control: Only a specified number of requests are allowed in a specified time
period from TCP SYN, FIN, and RST request types.

Systemwide Security Settings: Systemwide security settings are supported across the Avaya Session
Border Controller for Enterprise products, including General Protection, Management Interface
Restrictions, and Data Interface Restrictions.

Firewall Rules: These rules are contained in the rules template and include common rules that are
applied to all interfaces, management rules that are only applied to management interfaces, and data
interface rules that are only applied to data interfaces and include both default protection rules and
additional dynamically-generated protection rules.

HTTP White-Listing Filtering for Cisco Call Manager Clusters: This feature protects the server from attack
traffic by limiting access to HTTP services to only allowed sources. It learns endpoint IP addresses as
part of its initial configuration download/registration process, adds them to the HTTP White-List filter, and
subsequently only allows devices with those IP addresses to access HTTP services.

Attack Protection
Three functions are performed that are critical to maintaining the highest level of communications network
security, reliability, and availability. These are monitoring, detection, and protection.

Monitoring: Each session border controller provides network security monitoring and management
capabilities that encompass all aspects of the UC network, including all media gateways and call,
voicemail, and applications servers. In addition, these monitoring and management capabilities provide a
cascaded, multi-layered detection, mitigation, and reporting system that provides real time information
based upon administrator-definable event thresholds.

This system supports a detailed GUI, Control Center, SMS, and others. The Control Center can be
installed on, and run from, any Avaya Session Border Controller for Enterprise and used as a standalone
element management system that monitors and coordinates the security activities of all those installed in
the network.

Detection: The detection capability utilizes a number of dynamic and adaptive algorithms, which are
based upon user-definable time-of-day and day-of-week criteria, to detect any anomalies in the learned
caller behavior. These algorithms are flexible enough to accommodate special circumstances such as
weekends, holidays, and other user-specified time periods.
Complimenting these features is the ability to learn and apply dynamic trust scores, starting from an
unknown score and either increasing or decreasing to different levels, depending on the behavior pattern
of the caller (Trusted, Known, Unknown, Suspected, or Spammer), as well as called-party feedback
(Black List and White List), further enhancing the time-critical ability to detect anomalous behavior.
The detection capability is also able to collect and correlate multiple events and activities from different
nodes and end-points within the network in order to accurately detect attacks that might otherwise
escape unnoticed if reported only by a single point in the network. It can also validate the source of a
suspected malicious call or attack by implementing a unique detection technique that is based upon
learned caller fingerprints.
This ability to continuously learn call patterns, coupled with the ability to constantly analyze raw event
data based upon specific user-definable criteria and take automatic action, gives it the unique

characteristic of being able to evolve and adapt on its own to effectively counter any new or existing
threat.

Protection: The third crucial security function provides complete network protection by blocking attacks
while at the same time allowing legitimate calls to pass through it unimpeded. This level of protection can
be extended to an individual end-point, a specific group of end-points, or to all the assets within the
network based upon highly flexible user-defined rule sets. These policies can be implemented to
precisely discriminate or normalize any incoming or outgoing signaling or multimedia traffic.
In this way all IP communication devices (including hardphones, softphones, IP wireless telephones, and
smartphones), call servers, voicemail servers, media servers, media gateways, and application servers
are protected, thereby effectively securing the entire network from all types of attack.

Additional Capabilities
Additional capabilities include (It should be noted that the advanced license is required for these features):

UC-Device Configuration Proxy: This provides a UC-device configuration proxy for management of
remote UC devices on the network by allowing those that use TFTP, or a similar application, to download
configuration files from their configuration servers. These configuration files are for the UC devices on the
network that are protected, can rewrite some portions of the configuration files based on policies defined
through the element management system.

Signaling and Media Mirroring: The signaling and media mirroring service allows forwarding of copies of
signaling data to an external recording device. This capability allows customers who wish to keep records
of each calls signaling stream for quality assurance and debugging to do so. The original call progresses
as normal, while a copy of the signaling stream is created and sent to the alternate destination.

Reverse Turing Test: A reverse turing test enhances user awareness of external calls and allows
screening of external call. When the user answers the telephone for an external call, a prerecorded
message is played containing a random four-digit code. The user can enter the code to connect the call
or can ignore the call and hang up to disconnect the caller.

Element Management System

The Element Management System provides complete network security monitoring and management capabilities
that encompass each aspect of any VoIP network. These include all endpoints, media gateways, call servers,
voicemail servers, and applications servers. In addition, the monitoring and management capabilities provide a
cascaded, multi-layered detection, mitigation, and reporting system that provides real time information based
upon user-definable event thresholds and call-flow profiles. This system is accessed via a detailed GUI known as
the Control Center.
When signaling and media packets pass through the network, the Avaya Session Border Controller for Enterprise
monitors all network activity in real time and continually compares the packets against user-defined call flow and
security criteria to ascertain anomalous activity. The information gathered is used by the element management
system to provide the network administrator with the time-critical information necessary to maintain the
operational and security integrity of the network.

The Control Center

The Control Center is the fully integrated, web-accessible operations and administration platform for the Avaya
Session Border Controller for Enterprise. It is a GUI that centralizes and simplifies the provisioning,
administration, control, and monitoring of signaling, media, and intelligence elements to reduce the overall
operational burden and eliminate unnecessary system management complexity.
A redundant Solid database is used to store configuration and user information, which is continually updated by
each of the deployed session border controllers. It can be used to perform the following:

Configuration management

Alarm and fault management

Performance management

Administration and maintenance

The Control Center supports the GUI interface through the Element Management System, which can be
accessed from any remote physical location using a web browser. This provides administrators and maintenance
personnel with the ability to view concise, real time, graphical representations of the security activities and
operational condition of the network being monitored, and also provides access to all the screens and windows
needed to properly configure and maintain each security aspect of a particular session border controller.

Command Line Interface

The command line interface provides local access to a particular server in order to perform administrative and
operational tasks, which are executed using various commands entered via a terminal emulator, such as Telnet,
or another commonly available serial application such as HyperTerminal. It is available whenever an Avaya
Session Border Controller for Enterprise server is running and security is provided through a combination of
account login and user access privileges.

Replication
The Element Management System can also be deployed in a high-availability configuration. The replication
feature provides an enterprise with the option of deploying two servers (active and stand-by) to provide high
availability for uninterrupted network monitoring and control. These servers can be collocated in the same facility
or geographically dispersed. Data is replicated on an iterative basis, determined by user-defined fields.
Replication does not support automatic takeover as it requires manual intervention by the operator.

Configuration and Management

The administrator can configure and manage the system-related security features of the Avaya Session Border
Controllers for Enterprise deployed in an enterprise VoIP network, including the ability to backup and restore
system information, configure advanced options, manage global parameters, and manage device-specific
settings.

5.4. Avaya Aura Call Center Elite

Avaya Aura Call Center Elite features Avaya Expert Agent Selection, the Avaya name for skills based routing,
and a complete array of advanced call vectoring (conditional routing) capabilities. The software includes Avaya
Virtual Routing, which provides effective load-balancing across multiple call center sites. It also includes IP Agent
Shared Control, which provides a softphone desktop for agents and allows all agents to be IP enabled.

ACD
ACD is an Avaya Aura Communication Manager feature that processes high-volume incoming, outgoing, and
internal calls and then distributes them to groups of extensions called hunt groups or splits. In Avaya Aura Call
Center Elite, hunt groups or splits are referred to as skills. Calls to a specific skill are automatically distributed
among the agents that possess the desired skill. Calls queue to the skill until an agent is available. ACD allows
the administrator to create an efficient call management environment. The administrator can add or remove skills
from the system, add or remove announcements, add or remove agents, call treatments assigned to a skill, add
trunk groups, and route calls to the appropriate skills. The administrator can also specify ACD measurement
criteria to provide reports on ACD efficiency.
Avaya Aura Call Center Elite can allow your staffed agent to be active in as many as 120 assigned skills. With
Expert Agent Selection active, you can administer agents to accept delivery of inbound ACD calls under call

surplus conditions using Greatest Need, Service Level Maximizer, or Skill Level with support for up to sixteen
different levels per skill.
You can set the Avaya Aura Call Center software to maintain a separate queue for available agents in each skill
ensuring that when agents answer an ACD call they are only removed from the available agent queue for the skill
for which that call arrived. Or, you can create one system-wide combined queue for all staffed agents, ensuring
that staffed agents are removed from the queue whenever they answer a call for any of their assigned skills.

Logical Agent
This feature is a capability of the Expert Agent Selection feature. With it, an agents ACD Login ID is associated
with a particular telephone only when the agent actually logs in at that telephone. When the agent logs off, the
association of an agents ACD Login ID with a particular telephone is removed. The feature allows ACD agents to
log into any telephone on the system regardless of type, designation, or location. This can be very useful when
additional ACD positions are needed on short notice or when a disaster strikes. All agents in the system can be
designated as Logical Agents if desired.
In addition to skills, the following capabilities are associated with agents' login IDs:

Calls: Calls to the Login ID reach the agent independent of the telephone the agent is currently using.
These can be also be calls made directly to the agent.

Name: Calls to the Login ID display the name associated with the Login ID and not the name associated
with the telephone.

Coverage: When the agent is logged out, or when calls go to coverage because the agent is busy or
does not answer, calls to the Login ID go to the coverage path associated with the agent and not the
telephone. When an agent is logged out, calls go to the agent's busy coverage destination.

Restrictions: Calls to the Login ID or from the agent use the restrictions associated with the agent and
not the telephone.

Work Modes: A single work mode button applies to all the skills assigned to the agent currently logged in.
The Multiple Skills feature allows agents to log in to up to 60 skills simultaneously.

Message Waiting Lamp: This lamp by default tracks the status of messages waiting for the logged in
Expert Agent Selection Login ID rather than messages for the physical terminal. If desired, the Message
Waiting Lamp can be programmed to track the physical terminal.

Auto-Answer: With Expert Agent Selection, auto answer settings can be assigned to agents on the Agent
Login ID form. An agent's auto answer setting will apply to the station where the agent logs in. If the auto
answer setting for that station is different, the agent's setting overrides the station's setting.

Add or Remove Agent Skills

This feature allows an agent using Expert Agent Selection to add or remove skills. A skill is a numeric identifier
that refers to a specific ability of an agent. For example, an agent who speaks English and Spanish could be
assigned a language-speaking skill with an identifier of 20. The agent then adds skill 20 to his or her set of
working skills. If a customer needs a Spanish-speaking agent, the system routes the call to an agent with that
skill. Each agent can have up to four active skills, and each skill is assigned a priority level.

Service Level Maximizer

This feature allows the administrator to set a defined percentage of calls answered in a set amount of time. When
active, the software verifies that inbound calls are matched with agents in a way that makes sure that the
administered service level is met.

Variables in Vectors
The vector variables are defined in a central variable administration table, but the values assigned to some types
of variables can also be quickly changed by means of special vectors, VDNs, and feature access codes that are

created for that purpose. Different types of variables are available to meet different types of call processing
needs. Depending on the variable type, variables can use either call-specific data, or fixed values that are
identical for all calls. In either case, an administered variable can be reused in many vectors.

Vector Routing Tables

There are 100 Vector Routing Tables containing up to 100 entries per table that are used to store ANI/CLID or
digits that you refer to in goto vector steps. ANI can be tested to see if it is either in or not-in the specified table.

Reason Codes
This feature allows agents to enter a numeric code that describes their reason for entering auxiliary work mode or
for logging out of the system. Reason codes give call center managers detailed information about how agents
spend their time. Enterprises can also use this data to develop more precise staffing forecasting models or use it
with schedule-adherence packages to ensure that agents are performing scheduled activities at the scheduled
time.

Forced Agent Logout from After Call Work

This feature allows administrators to define a set amount of time that the enterprise believes is reasonable for an
agent to be in the After Call Work mode and automatically log the agent out when the time is complete. The
timeout period can be specified on a system-wide basis and on a per agent basis.

Holiday Vectoring
This feature enables a set of commands that can be used to write vectors for calls to be routed on holidays or
any days when special processing is required. The feature allows for branching and routing of calls based on
information about special schedules. These special schedules are recorded in tables.

Service Hours Table Routing

Similar to Holiday Table Routing, Service Hours tables offer the ability to have different hours of operation for
each day of the week with only one vector step, eliminating the need for a series of potentially complex goto if
time-of-day vector steps. The tables can be defined to contain office working hours specifications used for testing
in call vectors.

Location Preference Distribution

This feature provides the option attempt to connect an incoming ACD call to an Expert Agent Selection agent
within the same location/network region as the ACD call's trunk facility. This reduces the quantity of incoming
ACD calls because their trunk arrival destinations are distributed to agents across the interconnecting WAN or
other facilities, allowing inter-node bandwidth to be used for other purposes. It also improves operational
networking costs by reducing the amount of intra-switch network traffic and improves audio quality.

Best Service Routing

This feature allows the communication server to compare specified skills, identify the skill that will provide the
best service to a call, and deliver the call to that resource. If no agents are currently available in that skill, the call
is queued. To respond to changing conditions and operate more efficiently, Best Service Routing monitors the
status of the specified resources and adjusts call processing and routing as appropriate.
This feature is available in both single and multi-site versions. Single-site compares skills on the local
communication server to find the best resource to service a call. The Multi-site extends this capability across a
network of communication servers, comparing local skills, remote skills, or both, and routing calls to the resource
that will provide the best service.
Single-site Best Service Routing is a simple, logical extension of call vectoring. Like any other vector, vectors with
Best Service Routing commands are assigned to one or more VDNs. The administrator uses vector commands
to tell the communication server to compare, or consider, specific skills for each call that is processed in that
particular vector. Throughout the comparison, the server remembers which resource is the best based on how
best is defined. Best Service Routing vectors can deliver a call to the first available agent found, or they can

consider all of the specified resources and deliver the call to the best skill. If no agents are available in any skill,
the call is queued to the skill with the shortest adjusted expected wait time. For purposes of calculating the best
resource in a call surplus situation, the feature allows the administrator to adjust the expected wait time
calculation for any skill.

Forced Agent Logout by Clock Time

This feature provides the ability to automatically log out an Expert Agent Selection agent based on an
administered time of day setting.

Route Calls to Agent by Skill Level

This feature enables additional control of how inbound ACD calls are routed to staffed agents by further qualifying
agent selection based on skill level in addition to existing criteria. By using administered skill levels 1-16 as an
additional criterion, the agent that will be routed to an ACD is no longer necessarily selected from the top of the
skill queue. This allows, for example, the ability to indicate a preference to reserve the best agents for high value
calls or critical conditions, or to route low value calls to agents with low skill levels.

Percent Allocation Routing

This feature provides a way to route incoming calls to different resources based on the percentage of calls to be
distributed to each resource. Toll-free inbound calls and other types of traffic can be allocated among outsourcers
and internal resources on a percentage basis.

Interruptible Auxiliary Work

This feature offers improved utilization of call center resources for enterprises who wish to selectively override
non-talk work modes. It provides a way to utilize staffed agents who are in Auxiliary Work mode for certain
Reason Codes to handle incoming ACD calls when needed. Call centers gain additional flexibility in agent
utilization by administering certain Auxiliary Work Reason Codes as interruptible for priority customers.
When a service level threshold is exceeded, agents in Auxiliary Work mode with an interruptible Reason Code
are notified by a display message, flashing buttons, and an audible tone. Notification continues until the agent
becomes available, logs off, or the service level threshold is no longer exceeded.
The service level target is administered as a percentage of calls answered within a specified number of seconds.
If, for example, 90% or more of calls are answered within 15 seconds, then the skill is meeting the service level
target. If fewer than 90% of calls are answered within 15 seconds, then the skill is not meeting the service level
target and interruptible agents in Auxiliary Work mode start getting interrupted.

Capacities

120 skills per agent

30,000 VDNs

8,000 skills per ACD

8,000 policy routing tables

24,000 policy routing table routing points

8,000 vectors

Maximum of 10,000 agents can be logged in simultaneously

Maximum of 30,000 administered agent login IDs

Avaya Aura Call Center Elite Multichannel

The Avaya Aura Call Center Elite Multichannel feature provides a solution designed to support enterprises in
being more competitive in the global marketplace with extensive, proven CTI and multi-channel capabilities that
translate into real results for your contact center.
Call Center Elite Multichannel is designed to meet the requirements of todays mid-sized contact centers (with 20
to 400 concurrent users/agents) that have traditionally been considered expensive and time consuming to
implement. This solution can be implemented in days, at an investment level that even the most budget
conscious of managers can appreciate.
This feature is a family of desktop productivity tools and components designed to enhance your mid-size contact
center. It provides a set of CTI and multichannel capabilities that you can use and build upon. Call Center Elite
Multichannel is a software application that runs on Microsoft Windows operating systems enabling control of
telephone calls (both incoming and outgoing), email, web chat, and instant messaging (MSN, AOL, XMPP and
SMS) from a personal computer.
Multimedia technology in Call Center Elite Multichannel means that email, mobile SMS text messaging, and webbased customer inquiries are blended with inbound telephone calls. Customers enjoy the same benefits of
priority queuing and distribution to agents with relevant skills and knowledge no matter what type of media they
use.
This feature leverages existing investments because it is designed to enhance Avaya contact centers by
integrating the powerful capabilities of Avaya Aura Communication Manager and Call Center solutions with
customer data, applications, and processes. Call Center Elite Multichannel has been developed specifically for
Avaya contact centers using Avaya Application Enablement Services as the CTI server platform and Microsoft
Windows as the client Operating System. It is easy to implement and simple to use and maintain. The Agent
Rules and Routing Rules wizards can eliminate software development for system integration in many
applications.
Call Center Elite Multichannel has been designed with SOA in mind and uses and includes application design
support for Web Services technologies such as SOAP and XML. Included is support for WSDL for interface
definition and SOAP over XML for Web Services integration.
This feature also solves the costly proactive customer contact issues, from callbacks to targeted campaigns,
using simple but effective outbound dialing with automated and agent initiated Preview Contact.
Whats more, this feature manages the collection, queuing, and delivery of voice and non-voice work items such
as email and chat sessions to an appropriately skilled agent. The solution utilizes the powerful routing algorithms
resident in Communication Manager to determine the right resource for the right interaction.
Call Center Elite Multichannel provides the following multi-channel capabilities that medium-sized contact centers
can leverage and build upon:

Multi-channel routing for voice, email, web chat and instant messaging allowing you to create true
universal agents.

Out-of-the-box desktop applications, including agent, supervisor and utility applications allow you to
begin working with new technologies within hours.

Framework applications for the contact center, including Intelligent Routing, Interaction Data, and
Centralized Configuration.

Powerful application development tools for complete customization and integration capabilities.

Simple and fast wizards for desktop screen pops and routing rules.

Call Center Elite Multichannel provides functionality that can easily and quickly adapt to business dynamics
without requiring a large budget and IT staff. It is able to fully leverage the unique abilities of Communication
Manager and provides multi-channel as well as agent performance enhancement capabilities that translate into
real results for your contact center, for example:

Increase revenues through enhanced customer interaction, differentiated service, and customer
satisfaction.

Improve communications by offering your customers their preferred method of interaction, leading to
better customer loyalty and retention.

Enable competitive differentiation and build lasting relationships by implementing effective customer
relationship strategies to create better customer experiences across all contact channels.

Enable business anywhere and scale operations as conditions change by employing strategies such as
home agent, remote worker, and universal agent while integrating these with the business ecosystem of
branches, partners, and suppliers.

Optimize contact center operations by improving the handling and tracking of online customer requests
through contact center routing and management capabilities.

Optimize agent productivity and improve agent utilization by using CTI screen pops, blended
inbound/outbound and multimedia, unified desktop, and application integration.

Improve customer segmentation and increase customer loyalty and retention by leveraging customer
insight and previous interactions or purchases to optimize interactions.

Increase investment value by building upon existing functionality with powerful self service applications
and other products from the Avaya portfolio.

Provide differentiated service to your customers, leading to a competitive advantage.

Enhance contact center efficiency by providing options for routine information requests, designating
universal agents (working in all access methods) to maximize use of available agent workforce, and
improving handling and tracking of online customer requests through contact center routing and
management capabilities.

Reduce contact center costs through optimized agent resources and improved use of existing contact
center systems.

Leverage existing Avaya Aura Call Center implementations and infrastructures, increasing the value of
legacy investments.

Integrate seamlessly with Communication Manager call centers and take full advantage of advanced
routing and reporting capabilities.

Enhance customer service and satisfaction while boosting agent productivity.

Reduce time and costs associated with implementation, integration, and technical support.

Because Call Center Elite Multichannel is IP-enabled, it can be easily extended to remote agents,
allowing enterprises to scale operations as conditions change, and implement and manage contact
center applications centrally without a large IT staff.

With this feature, you can leverage and integrate existing legacy systems and databases, as well as utilize Avaya
Call Management System (CMS), Avaya IQ, and Avaya Aura Call Center capabilities (such as pending wait time,
reason codes, and agent state) to provide maximum effectiveness in the contact center. All of this allows you to
deploy and grow your CTI and multi-channel solutions at your pace, and in a way that makes sense for your
business.
Call Center Elite Multichannel is a very attractive option for mid-sized businesses that need robust contact center
solutions, because the solution offers a wide range of capabilities, as well as ease of implementation and
integration with new media channels. This multi-channel contact center solution can be implemented in hours or
days, at a budget-conscious price, for an attractive return on your investment. It will quickly and effectively allow

your business to address many of todays contact center and customer service challenges in an affordable and
smart way.

5.4.1.Avaya Call Center

The right solutions can make all the difference in improving the ongoing productivity in a call center. Effective call
center solutions allow agents to respond rapidly to customer demands. They provide for optimum load balancing
based upon the need of the call center, such as both call surplus (more calls than agents to handle them) and
agent surplus (more agents than calls) conditions. They make the most of agent availability, skills, and
experience and integrate readily with other productivity tools in a multi-vendor environment. Finally, and most
importantly, superior call center solutions lower your TCO and increase ROI.
Avaya Aura Call Center software provides the framework for a total customer service solution. The Call Center
suite of call routing software is an ACD application that maximizes routing and resource selection, allowing
agents to handle calls more effectively and improving overall productivity. It offers conditional (if/then) call routing,
using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls
connect with the least busy agent, the first available agent, or the one with skills that best match the customers
needs. Virtual call routing allows businesses with multiple sites to maximize resource utilization across all
locations.
Call Center software enables business-defined routing strategies and leverages all customer knowledge across
the enterprise to make each customer interaction more effective. It is also highly versatile, spanning all
communication infrastructures from traditional circuit switched to H.323, and now SIP, allowing businesses to
protect existing hardware and software investments. Today, the Avaya Call Center offers more capabilities and
capacity than ever before.
Capable of supporting up to 10,000 agents, the Avaya Call Center is well suited for companies like enterprises
with large advanced call centers as well as smaller less sophisticated call centers. Enterprises can rely on call
center technology from Avaya to help support success in todays increasingly competitive economy.
Avaya is a global leader in business communications systems. The company provides UC, contact centers, and
related services directly and through its channel partners to leading businesses and organizations around the
world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency,
collaboration, customer service and competitiveness.

5.4.2.Avaya one-X Agent

Avaya one-X Agent is a contact center agent desktop that gives agents the tools they need to provide a
superior customer experience, whether theyre working in a headquarters location, in a branch office, or home
office. The simple, intuitive user interface is designed to be easy for agents to learn and use while providing one
touch access to common agent features. Advanced contact handling features such as integrated video, ondemand access to customer-specific information, and immediate access to experts throughout the enterprise
support agents in delivering a superior customer contact experience. With Avaya one-X Agent, agents are able
to more effectively manage both communications and tasks, making them more productive, responsive, and
collaborative regardless of where they are working.

Key Features and Benefits

Increases agent productivity and accuracy by providing an attractive, easy to use interface optimized for
agent work and by leveraging the power of desktop integrations including Microsoft Outlook, Internet
Explorer, and LDAP enterprise databases.

Enables deployment on a wide variety of platforms including Windows XP, Windows Vista, Windows
Server 2003 and 2008 on Intel standard machines, either real or virtual, which can be managed by a

variety of tools including the native capabilities within the Microsoft Windows Server 2008 Terminal
Services platform, Citrix, Sun, VMWare and others.

When deploying to agent desktops, Avaya one-X Agents Microsoft Installer enables the IT group to
create a customized silent install that can be pushed down to the agent desktop so that no agent
interaction is required.

Integrated video capabilities open the door for innovative new customer service applications. For
example, video kiosks in busy retail outlets, such as mobile phone stores and home improvement
centers, enable immediate customer assistance with a remote agent when in-store personnel are busy
with other customers. Video also enhances learning and collaboration when used for home and remote
agent training, and for consulting with supervisors and experts.

Reduces talk time and facilitates first call resolution by providing customer-contextual data in a screen
pop while avoiding the complexity and expense of a conventional CTI desktop application and hardware.
Screen pop of customer contextual data improves productivity and customer satisfaction, eliminating
time-consuming agent lookup of relevant information. Now agents know who is calling, what the
customer is calling about, and the pertinent information needed to satisfy the customers request. With
Avaya one-X Agent, screen pops can easily be configured to launch based on commonly used triggers,
such as dialed number identification service, automatic number identification, and prompted digits. When
used in conjunction with Avaya Advanced Segmentation, companies can quickly and easily use data from
a customer-specific database to drive their routing decisions and agent screen pops.

With drag and drop conferencing an agent can drag one call on to another to quickly conference the two
parties.

The launch application menu provides the ability to centralize, organize, and launch applications directly
from the Avaya one-X Agent window. Each item in the launch application menu inherits the associated
icon of the application.

Dynamic hot desking facilitates agent mobility. Any agent can sit at any desk and upon login see his or
her own customized instance of Avaya one-X Agent.

Contact log keeps call records for incoming and outgoing calls. A single call record contains contact
name, telephone number, date/time, and call duration. Each call record also contains the dialed number,
screen pop name, and work code details.

Contact List is an administrable list of agent contacts that can be managed within Avaya one-X Agent or
integrated with Outlook or an LDAP directory. Its search capabilities speed access to commonly dialed
numbers for consultation, conferences, or transfers.

Section 508 compliance means you can expand your agent pool to include the physically handicapped.
Keyboard shortcuts provide access to common agent functions. Alerts are both visual and audible, and
Avaya one-X Agent is easily integrated with text to speech applications.

Enterprises who have no immediate plans to deploy remote agents are including remote agent
capabilities as part of their business continuity and survivability operations in case of disaster, or for
instances where severe weather conditions may prevent agents from coming into the office. With Avaya
one-X Agent, in-office agents simply become remote agents for the necessary period of time, and
enterprises can maintain telecommunication operations without difficulty.

Central management enables administrators to create and manage user profiles centrally via a web
client interface. These profiles include user customized data (such as feature access), contact logs, and
recorded agent greetings. No matter where agents log in from, their own configurations follow them.

Supervisor desktop features give one-click access to features such as service observing and barge-in. A
supervisor can coach an agent in real-time via instant messaging, and view agents history logs and

presence status. A quick-alert messaging capability enables supervisors to send an immediate

notification to a group of agents when the situation demands.

The subscribe and command API allows other applications to subscribe to events as well as to execute
common Avaya one-X Agent functions, facilitating integration of the Avaya one-X Agent into existing
environments.

Feature access control allows administrators to control which features can be accessed or configured by
agents. The dynamic user interface presents the agent with only those features to which they have
access.

Connection Modes
Agents can choose one of the following connection modes depending on their location, telephone set, and
network:

My Computer (VoIP) allows agents to connect to the Avaya communication server by using their personal
computer and an IP network connection. In this connection mode, a telephone set is not necessary
because all communication is performed through a sound device on the personal computer.

Another Phone (Telecommuter) allows agents to use the advanced call features provided by the Avaya
Communication Server using any phone. In this connection mode the signaling between the application
and the call server is IP while the voice media is delivered over the PSTN to any device whether it is
analog, digital, cellular, or other. For example, an agent working from home can use Avaya one-X Agent
and their home telephone to transfer calls, place calls on hold, change agent work mode, and perform
other agent activities.

Desk Phone (Shared Control) allows Avaya one-X Agent, Avaya DCP, and IP telephones to share
control of the same administered station.

Call and Contact Center Features

VuStats
The VuStats feature passes contact center information from Communication Manager to the VuStats Monitor
display. Supervisors and agents use the VuStats feature to monitor critical contact center activity and statistics
such as queue status, talk time, and other configurable metrics.

Agent Greetings
Agents can record, play, stop, configure, and erase greetings through an easy to use wizard. Greetings can be
based on incoming call parameters such as prompted digits, automatic number identification, dialed number
identification service, or vector directory number. Agents can also choose a greeting to be played by clicking an
icon on the desktop. The agent greetings are stored as .wav files on the agent's PC.

Work Item
Work Items provide a superior way to manage multiple concurrent interactions and help agents understand the
status of each interaction and how media items (calls, IMs, etc.) relate to each other.

Screen Pops
Agents can create screen pops to display Web pages, start applications, or retrieve and display caller information
from a database. A screen pop can consist of any process or application that can be initiated through one of the
commands in the Windows executable or through registered file type activation.

Launch Application
With the Launch Application menu, agents can centralize, organize, and launch applications directly from the
Avaya one-X Agent primary window.

Follow Up Work

Follow-up Work is an extension to Communication Manager after call work. Agents can perform follow-up work
for an associated work item after the call disconnects. A timer can be set for the follow-up work. In the follow-up
with timer, the countdown timer starts when the agent begins to complete the task for the associated work item.
When the wrap-up time reaches its limit, the work item closes and the agent status changes accordingly. When
the agent is in the Follow-Up Work mode, Communication Manager interprets the agent's status as auxiliary and
does not send any calls to the agent's extension until the agent's work state changes to Ready. In follow-up
without timer, an agent's status remains auxiliary until the work item is manually closed.

Caller Information
Agents can view the following caller information:

Caller ID

Automatic number identification

Dialed number identification service

User to user information

Prompted digits

When an agent clicks the phone display, the application displays caller information with other collected digits
originating from other applications, such as an IVR.

Time-To-Service Support
Avaya one-X Agent, in conjunction with Communication Manager, provides the Time-To-Service support. The
Time-To-Service feature improves the time for IP endpoints to restore services when a large number of endpoints
attempt to register within a short period. This occurs during the agent shift changes for Avaya one-X Agent
users. The Time-To-Service feature is also used for recovering call signaling when the duplicated processor
Ethernet systems undergo a processor switch, or when an active server fails and a standby server takes over
control.

Alternate Server List

An Alternate Server List contains the list of gatekeepers and Communication Manager data. Avaya one-X Agent
uses the Alternate Server List data if the primary server is not available. The Alternate Server List can also have
additional gatekeepers and Communication Manager IP addresses (Alternate Gatekeeper List), which the Avaya
one-X Agent client receives from the server during registration. The system also uses the Alternate Server List
when the current server fails or if there is a network outage.

Duplicated Processor Ethernet support

With Duplicated Processor Ethernet support, the IP telephones, supporting Time-To-Service, accept the incoming
connection requests from a server on their gatekeeper list. The IP telephones use this new connection to replace
an existing connection and continue the operation without registering again. Using this mechanism,
Communication Manager can initiate a new connection to each of these telephones during a server interchange.
Therefore, it allows the telephones to switch to the server changing from the standby to the active state.

TTY Call Handling

TTY calls are calls initiated by callers with hearing or speech impairment. The TTY capability enables you to
serve these customers with the same queue groups as other calls, eliminating the need for separate agent pools
and TTY hardware devices. TTY calls are received as a normal voice call work item. However, Communication
Manager recognizes the TTY call signal and prompts to initiate a TTY interaction by displaying a TTY-specific
icon.
Agents can interact with TTY callers using a standard set of abbreviations that appear in a window similar to the
IM window. For example, GA (an abbreviation for Go Ahead) signifies the end of a statement and that the other
party can provide a response. The agents messages appear as normal characters during a TTY session.

Avaya one-X Agent also supports a parallel video call with TTY callers, provided both agent and the caller have
the necessary hardware. The video response is handled as a normal video call and is displayed in a separate
media window in parallel with the TTY text interaction window.

Instant Messaging and Presence

Instant messaging and Presence are available provided Presence Services is installed in your network. Instant
messaging allows agents to send instant messages using their Avaya one-X Agent client. Presence allows
agents to know the availability of other agents. Presence status can be seen for agent state, voice channel state,
and IM state. After you have configured the IM settings, you simply need to add the IM address of your contact in
your contact list to be able to view the contact's status and use Click to IM to send messages. Avaya one-X
Agent interoperates with Avaya one-X Communicator and Microsoft Office Communicator.

Video Calling and Video File Sharing

Agents can initiate a video call with a customer having the necessary hardware. Both parties can view videos in a
picture-in-picture display. Agents can also play a video file containing a demo, tutorial, or a product promotion for
the other party on the video call.

Desktop and Application Sharing

Agents can share desktops and desktop applications with callers. Avaya one-X Agent opens a separate window
to display the agents desktop. Agents can use this feature to share applications with callers and provide a more
interactive experience. Agents can control or give control of the sharing right.

Contact Management Features

Contact List
The Contact List window contains a list of individual records of customers, prospects, vendors, and business
partners. Each contact record can contain a work telephone number, home telephone number, cell phone
number, postal address, and other personal information. Agents can create any number of contact records, or
import a contact list from Microsoft Outlook, an existing Avaya IP Agent, IP Softphone program, or from the
corporate directory. Agents can manage these contacts within Avaya one-X Agent, or integrate Avaya one-X
Agent with Outlook Contacts or a LDAP directory. Furthermore, Avaya one-X Agent Central Management can
be used to group customers, prospects, vendors, partners, and experts for easy access.

Outlook Contacts
This feature provides support for configuring Microsoft Outlook to include Outlook Contacts in the agents contact
list. Agents can configure the exchange sever address with Avaya one-X Agent and import contacts from
Outlook Contacts. With Outlook integration, agents can click to dial a call to Outlook Contacts in the Avaya one-X
Agent contact list. Agents can also search for any contact in their configured Outlook directory through the
advanced search feature of Avaya one-X Agent.

Directory Services
The Directory feature allows agents to define a public directory service and configure it within Avaya one-X
Agent. Directory provides access to corporate or public directory services. Agents can search through public or
company information using the advanced search feature of Avaya one-X Agent.

Work Log
The Work Log maintains all records of agent interactions. These include incoming and outgoing call records,
instant message interaction records, TTY interaction records, and desktop sharing records. A record contains
contact name, telephone number (for a telephone interaction), date/time, and interaction duration. A call record
may also contain a dialed DTMF number, screen pop name, and work code details. Agents can search or sort
work log records from the work log window and add the search records to their contact list. Avaya one-X Agent
can also import the work log records from Avaya IP Agent (if the computer has an existing IP Agent installation)
and IP Softphone when an agent launches the Avaya one-X Agent program for the first time.

Supervisor Desktop
Contact center supervisors need to perform various functions to monitor quality and perform contact center
management. Avaya one-X Agent integrates telephony, presence, instant messaging, desktop sharing, agent
monitoring, reporting, and Communication Manager supervisor features into a single user interface.

Service Observing
Service observing allows a supervisor to listen to an agent-customer conversation. Service observing is
displayed as a work item on the Avaya one-X Agent application interface of the supervisor. The supervisor
performing service observing can see the name of the agent being observed and the time duration of
observation.

Quick Alert
Quick alert provides an instant messaging capability to the supervisor. You can use this feature to send important
messages or reminders to an observed agent while the agent is on a call. The messages are displayed to the
agent on the top bar of the Avaya one-X Agent application interface.

Agent Coaching
A supervisor can perform agent coaching while an agent is on a call. A supervisor can listen to the agent's
telephone interaction and simultaneously engage in a coaching session using instant messaging. An agent can
respond to the supervisor's messages on the IM window.

Barge In
The Barge In feature allows a supervisor to directly enter an active call and engage in a conversation with the
agent and customer.

Ad Hoc Transfer
Ad hoc transfer is done for calls where a supervisor has already connected to a call between an agent and the
customer, and the agent has to drop from the call. After the agent drops the call, the call appears as a normal
work item on the supervisor's Avaya one-X Agent application interface. The call gets transferred to the
supervisor and is treated as a normal call work item.

Remote Agent Log Out

A supervisor can remotely log out an agent from the supervisors contact list. This is possible only when the
agent state is either available or auxiliary and not busy. The supervisors Contact List window displays the list of
supervised agents with their respective agent status displayed.

Other features
Voice Mail
Avaya one-X Agent provides voice mail support for registered extensions in the voice mail system. It provides
message waiting indication and allows the agent to call a number or to execute a program. Agents or system
administrators can integrate a voice mail system with a telephone system, third-party voice mail application, or
web-based voice mail server.

Speed Dial
The Speed Dial feature allows agents to quickly dial numbers that they dial frequently. Agents can save the
contact numbers of agents, experts, and others in the Speed Dial list.

Favorites
Agents can save contacts to the favorites list. This feature can be used to gain quick access to contacts,
especially when their contacts list is large.

Conference Call

Avaya one-X Agent offers two types of conference calls:

Direct Conference which uses direct conferencing to add a participant to the conference call first without
speaking to the contact.

Consultative Conference which uses consultative conferencing to conference a call after announcing the
call to the contact.

An agent can add a maximum of five participants to a conference call. Agents can drag an active call and drop
the call into another active call to initiate a conference.

Call Transfer
Avaya one-X Agent offers two types of call transfers:

Use a direct transfer to forward an active call without speaking to the contact.

Uses a consultative transfer to forward after announcing the call to the contact.

Call Hold
The Call Hold feature allows agents to put an active call on hold. An agent can answer other calls while the call is
on hold. Depending on the system settings, an agent can either put a call on manual hold or on auto hold. By
default, Avaya one-X Agent puts an active call on hold automatically when an agent initiates a new call or
reactivates a previously held call.

Click-to-Dial
The Click-to-Dial feature allows an agent to use the mouse to automatically dial a properly formatted telephone
numbers that appear on a Web page. This feature works with Web pages displayed in Microsoft Internet Explorer
and Mozilla Firefox.

Video
Avaya one-X Agent supports video with H.323 telephony protocol in My Computer and Desk Phone modes.
Using video, agents can conduct face-to-face video communication with a customer or an agent. An agent can
also share media files or an application. The video feature provides the following controls:

Desktop video controls such as start, stop, mute, unmute, display properties and options, and relinquish
camera control

Point-to-point video control

Bandwidth management and class of service control

Citrix Presentation Server

Citrix Presentation Server allows agents to connect to the Avaya one-X Agent application on central servers. An
agent can connect to Avaya one-X Agent remotely, from home, airport Internet kiosks, softphones, and other
devices outside the corporate network. Avaya one-X Agent appears to be installed and running on an agent's
PC. However, it is actually running on Citrix Presentation Server hosted in the corporate environment. Citrix
Presentation Server supports H.323 softphones for Avaya one-X Agent in Microsoft Windows Server 2003 and
Microsoft Windows Server 2008 environments. Avaya one-X Agent does not support My Computer mode or
video in a Citrix environment.

Favorites Toolbar
Avaya one-X Agent allows you to set the toolbar buttons on the main window. These buttons provide quickaccess to functions including releasing a call, changing the answer settings to manual or auto, changing the
agent status to ready or auxiliary, making a call to the supervisor directly, assigning a work code to the work item,
and dialing the last-called number.

Phone display

Agents can view a 40-character display of information from Communication Manager. They can view both callrelated and non-call-related information including call-prompting digits, VuStats (agent and call center) data, and
the local date and time display from the ACD.

Dynamic Hot-Desking
Agents can sit at any desk and make or receive calls. Agent settings get automatically downloaded to the agent
desktop immediately after an agent authenticates against the Central Management server. For agents to be able
to hot desk, they must be administered on Central Management.

Configuration features
Central Management
Avaya Central Management is a Web-based solution developed to centrally manage operations for contact
centers running Avaya one-X Agent. It can manage end points, Avaya one-X Agent users, and agent
configuration data from a central location. This is an optional solution that can be deployed based on
management requirements. Avaya one-X Agent Central Management has a task-based user interface that
helps in efficient and effective management of Avaya one-X Agent users and user settings. The user interface is
consistent with the Avaya one-X Agent client interface for the respective settings and therefore is easy to
configure.
The following are significant features of Central Management:

Provides secure and role-based access

Provides centralized control of end points

Allows creating global settings for all users

Allows creating templates that can be assigned to agent groups based on role and business area

Centrally controls agents from accessing various critical client settings

Imports multiple agent profiles, with their customized settings, from an existing setup

Supports Active Directory authentication

Centrally stores setting changes made by an agent and makes them available the next time the agent
logs on

Centrally stores and manages predefined location data and links the desktop client to Communication
Manager, which gives an agent the ability for an agent to make and receive calls from any work station
through hot-desking.

Profiles
A profile is a collection of pre-configured settings and preferences. Agents can select profiles to load the preconfigured settings required to handle calls. Administrators can design profiles for agent groups and deploy them
with the installation.

Importing Settings
If Avaya IP Agent or Avaya IP Softphone is installed on the computer, login credentials, contacts, or and work logs
can be imported.

Control of Agent Permissions

Administrators can set attributes to control agent permissions. Most user interface settings have a read only
attribute. If the read only attribute is set to true, agents cannot change the settings for the corresponding field on
the user interface.

Security and Management features

Avaya one-X Agent provides agents with options for a secure implementation. All passwords are stored in
encrypted format.

Silent Installation
In Avaya one-X Agent, installations without user interaction are accomplished through the use of Microsoft
Installation command-line parameters.

Secure Connections through Firewall

Avaya one-X Agent supports connections through a third-party, external, VOIP-aware firewall.

User Authentication through the Enterprise Directory

Avaya one-X Agent integrates with an existing enterprise directory. Avaya one-X Agent uses the current active
directory or LDAP user records for authentication and authorization.

Denial of Service Protection

Avaya one-X Agent is protected against denial of service attacks.

Load Balancing Across Gatekeepers

Administrators can distribute the registration and usage of Communication Manager across multiple C-LAN
circuit packs within a network region, thus increasing the performance and reliability for all IP endpoints.

6. Avaya Call Management System

The Avaya Call Management System is an integrated analysis and reporting program offering real time
monitoring, historical reporting, custom reporting, task scheduling, exception notification and threshold warning,
ACD administration and configuration, and long term data storage for your Avaya call center.
Real-time reports can be updated as often as every three seconds and summarized as often as every 15
minutes. Over 200 standard historical reports are available in intervals of 15, 30, or 60 minutes, and as daily,
weekly, and monthly summaries. Integrated reports, which combine real-time and historical data, include data for
a specified start time in the past 24 hours up to and including the moment the report is generated. Both graphical
and text-based reports are available. Standard reports can be customized. Reports can be run on demand or
scheduled. Reports can be displayed on a personal computer, printed to local or network printers, saved to file, or
exported to a HyperText Markup Language (HTML) format. Beginning with Release 16.3, real-time and historical
reports can be viewed using CMS Supervisor Web, a Web-based client.
With Avaya Call Management System, your call centers supervisors can view live, real-time information and see
the immediate results of their adjustments. They can also use historical reports to analyze trends, establish
performance benchmarks, and plan new marketing or customer-service campaigns. Supervisors have access to
real-time and historical reports to help them effectively manage the performance of their personnel. A powerful
custom report package lets customers modify real-time and historical reports or create reports that fit their unique
requirements. Extensive reporting of exceptions allows managers to quickly identify areas requiring immediate
attention.
Avaya Call Management System offers High Availability and Survivable configurations. The High Availability
system provides a fully redundant back-up Avaya Call Management System. Two independent, fully functional
Avaya Call Management System servers are connected through dual data links to one or more Avaya Aura
Communication Manager servers. High Availability Call Management System helps prevent data loss caused by
maintenance and upgrade activity or by failure of system components. Survivable Call Management System
enables consistent data collection and reporting during a fragmentation in the customers network. If the
enterprise experiences an outage causing a network fragmentation, the Survivable Call Management System

receives data from an Enterprise Survivable Server (ESS) or Local Survivable Processor (LSP). After the
enterprise is returned to normal operation, the data on the Survivable Call Management System can be
aggregated back into the main Call Management System server.

Avaya Call Management System Supervisor PC Client

Avaya Call Management System (CMS) Supervisor PC client enables you to use a personal computer to access
all the reporting and administrative power of Avaya Call Management System. CMS Supervisor has a familiar
graphical user interface in a Microsoft Windows environment that runs on Windows XP, Windows Vista, and
Windows 7 (32-bit and 64-bit), or as a thin client through Citrix Xen App 5 on Windows 2003 server.
CMS Supervisor offers effective administration of your call center, because it makes Call Management System
accessible from direct, dial up, or LAN-connected, Windows-based personal computers using Avaya CMS
Supervisor software instead of (or in addition to) direct connected or dial up dedicated terminals. CMS Supervisor
eliminates the need for a dedicated terminal, reducing hardware investment, while delivering all the advantages
of a Windows and LAN environment.
The CMS Supervisor PC client provides the following features and benefits:

Windows Graphical User Interface allows you to monitor and move multiple agents easily with the use of
a mouse versus a series of commands; it also has the familiar look, feel, and increased efficiency of
traditional Windows featurespoint-and-click, drag-and-drop, and drop-down menus.

Ability to run other applications while actively monitoring call center conditions. You can run a report
minimized and be notified (through color/symbol changes) when an item has passed a specified
threshold.

Enhanced, full color, graphical status reports can be generated in formats that are easy to interpret at a
glance.

Customized threshold and exception alerting help call center managers rapidly respond to changes
within the call center

Utilizing existing personal computer and LAN environments results in cost savings and protects
infrastructure investments by eliminating the need for a separate terminal. Users can print reports on any
network printer for which they have permission.

Expanded mobility with access to Call Management System from the desktop or laptop personal
computer, within the call center, or from remote locations via dial-up access or a local or wide area
network.

Access and monitor multiple call centers simultaneously. CMS Supervisor PC client supports multiple
windows as well as multiple instances allowing CMS Supervisor to connect to up to four different Call
Management System platforms simultaneously. A single Call Management System can support up to
eight Avaya Call Centers.

Automatic execution of Call Management System reports and ACD administration and other tasks with
the Scripting feature. The Scripting feature provides another method to automatically schedule and print
reports, make ACD administration changes, and perform other scheduled tasks. Scripting allows
scheduling of call center tasks such as agent reconfiguration, report generation, and call routing
changes, with your personal computer scheduling package.

Fast, easy creation of customized reports with Report Wizard, available with the optional Report
Designer package, provides a wizard approach for easy, customized report creation.

Easy export of call center data to other Windows applications via clipboard copy and paste, exporting to
a file, optional Informix Database Connectivity, or exporting to HTML (Hyper Text Markup Language) for
posting your results on your Intranet.

The Avaya Business Advocate reports meet the reporting needs of customers who use the Avaya
Business Advocate and Expert Agent Selection (EAS) features. Expert Agent Selection provides skills
based routing.

In todays competitive environment, the performance of your call center is critical to your business success. For
many companies, customer service is their only market differentiator, making the call center operation more of a
strategic business asset than ever before. For other companies, their call centers are mission critical operations
that provide the key links to building strong, profitable customer relationships. In these and many other cases, the
success of the call center is dependent upon managements ability to effectively and efficiently manage its call
center operations.
The Call Management System provides tools to help companies monitor and analyze the performance of their
call center operations, allowing managers to easily see where improvements are needed and to take fast,
effective action. By fine-tuning customer service processes, companies are able to improve operational efficiency,
build stronger, more profitable, customer relationships and achieve operational objectives.
With the Avaya Call Management System you get the tools you need to create a call center that delivers
maximum performance.

Avaya Call Management System Supervisor Web Client

Beginning with Release 16.3, Avaya Call Management System offers a Web-based client called CMS Supervisor
Web. CMS Supervisor Web has the following features:

CMS Supervisor Web does not require additional server hardware. The CMS Supervisor Web client is
supported by the CMS server.

You can use the same logins for CMS Supervisor Web client that you used for CMS Supervisor PC
client.

Limitations with this first release:

Only Real time and Historical reports (no Integrated reports)
No administration
No Report Designer (custom reports), however, you can view any custom report designed in CMS
Supervisor PC client in CMS Supervisor Web client
No localization

CMS Supervisor Web client can work with any browser that supports Adobe Flash but it has been tested and
verified to work only with the browsers mentioned below. Because CMS Supervisor Web uses Flash technology,
it only runs on devices that support Flash. Apple iPad, iPhone, and iPod do not support Flash and cannot be
used for CMS Supervisor Web.
CMS Supervisor Web client is currently supported on the following browser and OS combinations:

Windows Internet Explorer: Version 7 on Windows XP, Versions 8 and 9 on Windows Vista and
Windows 7

Mozilla Firefox: Version 3.6.23 and 7.0.1 on Windows XP, Windows Vista, and Windows 7

Apple Safari: Version 5.1.1 on Mac OS X 10.6 and 10.7

Real Time Monitoring

You can use the reporting capabilities of Call Management System to get real-time information that helps you
monitor ongoing agent performance and status so you can make any necessary adjustments quickly.

Call Management System Split/Skill Status Real Time Report

In the CMS Supervisor real time skill status display shown below, the chart format and sorting order of agents
has been changed from the pie chart shown above and the agents are sorted in ascending time order. Threshold
highlighting is also illustrated showing agents spending excess time in the Auxiliary (AUX) Work state, a Service
Level Warning, and an Oldest Call Waiting caution level.

Call Management System Split/Skill Status Real Time Report

Double clicking on an agent name in the report allows a supervisor to drill down and access individual agent
information.

Call Management System Agent Information Drill Down Report

Comprehensive Historical Call Center Reporting

Call Management System statistics for agents, skills, trunks, trunk groups, vectors, and Vector Directory
Numbers are stored in intervals your administrator defines (15, 30, or 60 minutes) for up to 62 days. Daily
statistics are stored in 24-hour intervals for up to five years; weekly and monthly summary data can be stored for
up to ten years. Up to 2,000 user-defined exceptions are saved; and up to 15 days of Special Days forecasting
information can be stored. The raw historical interval data is stored and used to generate ad-hoc historical reports
covering any period of time within the storage intervals. The system supports expandable storage capacities to
provide long-term data storage up to these system maximums. Your individual configuration will be sized to meet
your requirements.
In addition to the real time monitoring described above, there are also many historical reports, compiled as often
as every 15 minutes. These reports may be used to analyze trends, establish performance benchmarks, and plan
new marketing or customer service campaigns.
Call Management System provides over 50 standard historical report types. Each one is designed to help you
achieve critical objectives in sales and customer service while boosting the productivity of your call center
employees and resources.

Sample Call Management System Historical Split/Skill Report

The Split/Skill report shows the calls handled, agent time and assists, and transfers and holds for each agent in a
split or skill. Only the time each agent worked in the specified split or skill is shown on the report. The report is
available in daily, weekly, and monthly formats.

Data Backup Options

Call Management System offers the following hardware and network options for backing up ACD data.
The LTO-4 tape drive is an optional high capacity, high performance 800 GB SAS drive. Customers who do not
require large amounts of data storage can also use USB memory devices to store their data.
Call Management System data can be backed up to a Network File System (NFS) mounted file system or to the
following network backup software clients:

Tivoli Storage Manager 5.5.0 and 6.2.1

Symantec Netbackup 7.0

Support for Intelligent Customer Routing

Beginning with Release 16.3, Avaya Call Management System supports new database items for Intelligent
Customer Routing. Intelligent Customer Routing unifies self- and assisted- service management into a single
solution that oversees and dynamically manages all available resources to resolve a customer's needs in the
most cost effective and timely manner. This approach helps centralize management and application control to
provide a single point where customer segmentation policies and call treatment strategies can be executed and
monitored.
With Intelligent Customer Routing, ACD routing means choosing the best ACD (Communication Manager) for the
caller when assisted service is required. With Intelligent Customer Routing 2.0, calls can be pulled back from the
Communication Manager for various reasons. The call can then be resubmitted to the same, or a different
Communication Manager. Intelligent Customer Routing 2.0 can set a new queue priority called Redirect and a
new call disposition, ICR-pulled, has been added.
The counts and times associated with ICR-pulled calls have been added to the interval, daily, weekly and monthly
real time and historical database tables for agent, split/skill, VDN, vector, trunk and trunk group. The new queue
priority, Redirect, is tracked in the split/skill tables. The new Intelligent Customer Routing database items are
available for use in custom reports. Standard reports have not been updated with the new database items.

Supported Telephony Releases

The Avaya Call Management System supports Communication Manager, Releases 2.x, 3.x, 4.x, 5.x, and 6.0.

Call Management System Capabilities Summary

The following tables summarize the capabilities of Call Management System.
ACD Feature
Report Types

Avaya Call Management System

Real time
Integrated
Historical
Interval
Daily
Weekly
Monthly

ACD Feature

Avaya Call Management System

Minimum refresh rate

of real time reports

Call Management System updates as fast as 3 seconds however, the actual speed at
which a report refreshes may be slower than the defined speed, since the number of
active terminals, the number of active windows, and the number of real-time reports can
have an impact on refresh rates.

Max number of
Supervisor licenses

800

Maximum storage
capacity of historical
data

62 days of interval data

5 years of daily data
10 years of weekly data
10 years of monthly data
Reporting intervals can be set for 15, 30, or 60 minutes system wide.

Number and Types of

Reports

43 Real Time standard reports covering: Agent, Events, Multi-ACD, Queue, Split/Skill,
Trunk Group, VDN, Vector, and Drill-down reports.
6 Integrated standard reports covering: Agent, Split/Skill, and VDN.
(Note: The reports
100+ Historical standard reports covering: Agent, Agent Attendance, Login/Logout,
available depend upon Reason Codes, Inbound/Outbound, Agent Trace, Multi-ACD, Events, Call Records, Call
your features, options, Work Codes, Split/Skill, System, Trunk,/Trunk Group, VDN, Vector, Busy Hour,
and permissions.)
Forecasting, and more.
19 Avaya Business Advocate reports.
Custom reporting options are also available.
Exceptions

Call Management System has an extensive exception notification system.

Graphical Agent Skill

Change

Yes

Wallboards

Optional add-on. Supported through custom report(s) delivered to a third party wallboard
system or through Avaya Professional Services.

Scheduling

Can schedule reports and other administrative tasks via Timetable feature

Database, Exporting
Data

Informix ODBC compliant and can export data to other applications as well as HTML
formats.

Supports Vector
Administration

Yes

Supports Multiple
ACDs

Yes, up to 8 depending upon ACD size.

Supports remote
connection

Yes, via LAN/WAN or dialup

Forecasting

Yes

External Call History

(ECH) Interface for
Operational Analyst

Yes, Call Management System supports maximums of 120,000 ECH records per 20
minute interval and 400,000 ECH records per hour

Avaya Call Management System

Item
Memory

X4270/T5120
4 GB/8 GB

T5220
16 GB

32 GB

Peak busy-hour call volume

200,000

250,000

400,000

Concurrent supervisors 1

200

400

800

Concurrent agents

7,000

10,000

Agent skill pairs 2

150,000

150,000

Active agent traces

200

400

600

Notes:
1

The total capacity of concurrent CMS Supervisors is the combined capacity of CMS Supervisor PC clients and CMS
Supervisor Web clients.

Call Management System supports a system-wide limit of 150,000 agent skill pairs with a per ACD limit of 100,000 agent
skill pairs. You can calculate this capacity by multiplying the number of agents by the number of administered skills each
agent can log in to.

6.1. Avaya Basic Call Management System

Basic Call Management System is a fully integrated reporting feature of Avaya Aura Communication Manager,
and is included with every Communication Manager system at no additional charge. No additional hardware is
required to support the feature. It provides basic real-time reporting and historical text-based reporting for small
to mid-size call centers without the need to acquire and maintain external storage devices and adjunct
processors.
This solution provides real-time and historical reports which will help you manage individual agents, ACD skills or
splits, and trunk groups. Real-time reports are updated approximately every 30 seconds. Users can immediately
update the information on the screen by pressing the UPDATE key. Historical data is stored by hour or half-hour
for 25 time intervals, including the current time interval. Daily summary data is also calculated and stored for
seven days.
The reports can be displayed, printed, or both. The reports can be accessed and displayed by the ACD
administrator from a system administration and management interface such as Avaya Site Administration.
Reports can be printed on demand or on a scheduled basis. Using Avaya Site Administration, the system reports
of ACD statistics can be saved to a file on a PC and can be transferred from the PC to a Local Area Network
server.
Basic Call Management System offers three standard real-time and eight standard historical reports, including
information on agents, skills or splits, and trunks. With the Call Vectoring option active, reports are also available
for VDNs.
Basic Call Management System Real-time Reports
RealTime
Report
Split
Status

Description of Real-Time Reports

It provides the current (real-time) status and cumulative measurement data for those agents
assigned to the split you specify. This report displays data accrued since the last interval boundary.
For example, if the interval is set for hourly, and you issue the command to display the report at
11:10 a.m., the report displays the data accrued since 11:00 a.m. Although this report is updated
approximately every 30 seconds, you can immediately update the information on the screen by
pressing UPDATE. At the beginning of the next interval, the report resets.

Basic Call Management System Real-time Reports

RealTime
Report

Description of Real-Time Reports

System
Status

The report provides current (real-time) status information for either all splits or selected splits. This
report displays data accrued since the last interval boundary. For example, if the interval is set to
hour, and you issue the command to display the report at 11:10 a.m., the report displays the data
accrued since 11:00 a.m. Although this report is updated approximately every 30 seconds, you can
immediately update the information on the screen by pressing UPDATE. This report is reset at the
beginning of the time interval (for example, hour or half-hour).

VDN
Status

The VDN Status report gives real-time status information for internally measured VDNs. You must
specify the extensions of the VDNs you want the system to monitor. You can specify the extensions
in a list or in a range format.
Basic Call Management System Historical-time Reports

Historical
Reports

These reports give you information for an interval of time. You can print the reports for a
period of time measured in minutes or hours, or a period of time measured in days.

Agent

The system provides traffic information for the specified agent. The information may be
displayed as either a time interval or a daily summary. If neither time nor day is specified, time is
the default. In this case, the report displays data accrued for the previous 24 time intervals (hour
or half-hour), including data from the most recently completed time interval.

Agent
Summary

This report is similar to the Agent report except that this report provides one line of data for each
agent. You can specify one or more agents by entering agent IDs or extensions. An agent does
not appear on the report if there is no data for that agent.

Split

The Split report provides traffic information for the specified split number. The information may
be displayed as either a time interval or a daily summary. If neither time nor day is specified, time
is the default. In this case, the report displays data accrued for the previous 24 time intervals
(hour or half-hour), including data from the most recently completed time interval.

Split
Summary

The Split Summary report provides traffic measurement information for a specified group of
splits. The information may be displayed as either a time interval or daily summary. If neither
time nor day is specified, time is the default. In this case, the report displays data accrued for the
previous 24 time intervals (hour or half-hour), including data from the most recently completed
time interval. This report is similar to the Split Report except that this report provides one line of
data for each split, which includes all data for the specified times.

Trunk Group

The Trunk Group report gives statistical information for all measured trunk groups. The Trunk
Group report may be used by the ACD administrator and/or manager to monitor use of the trunk
group and to determine the optimal number of trunks for the trunk group. The information may be
displayed as either a time interval or a daily summary. If neither time nor day is specified, time is
the default. In this case, the report displays data accrued for the previous 24 time intervals (hour
or half-hour), including data from the most recently completed time interval.

Trunk Group
Summary

The Trunk Group Summary report provides information about measured trunk groups. You can
specify the trunk groups you want included in the report. The Trunk Group report can be used by
the ACD administrator and/or manager to monitor use of one or more trunk groups and to
determine the optimal number of trunks for the trunk groups. This report is similar to the Trunk
Group report except that the information for a trunk group appears on separate lines of the
report, with totals of activity for all trunks in the trunk group for the specified time. You can print
the report for a certain time period specified in either hours or days (up to 7 days).

Basic Call Management System Historical-time Reports

Historical
Reports

These reports give you information for an interval of time. You can print the reports for a
period of time measured in minutes or hours, or a period of time measured in days.

VDN
(Vector
Directory
Number)

The VDN report provides statistical information for the specified VDN. The information may be
displayed as either a time interval or a daily summary. If neither time nor day is specified, time is
the default. In this case, the report displays data accrued for the previous 24 time intervals (hour
or half-hour), including data from the most recently completed interval.

VDN
Summary

This report is similar to the VDN report except that it provides one line of data for each VDN
included in the report, and the one line includes all data for the specified times. If no data exists
for a VDN, the VDN does not appear on the report.

Sample Real Time Report

Sample Historical Report

7. Avaya Aura Experience Portal

Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you
improve customer loyalty, reduce costs, and drive growth. Take your customer experience to a new level. Employ
the latest automated customer care best practices and technologies to deliver a superior customer experience.
In todays socially networked world, organizations know they must meet customers on their own terms to keep
them not just happy but more than satisfied. It is critical to be proactive about managing your customers end- toend experience. Yet, achieving that goal can be an overwhelming task. How do you maintain a personal
relationship with potentially millions of people across thousands of interactions and transactions across all
devices and media?
The latest innovations in contact center and context-based communications have ushered in a new era of
customer collaboration, where dynamic real-time orchestration of every customers interaction, across all modes
and media, is now possible. Experience Portal is Avayas latest generation of our multiple award winning Avaya
Voice Portal. It helps organizations automate and centrally manage multimedia self-service and integrated voice
response applications. From inbound to outbound automated customer care, Experience Portal can help your
organization reach a new level of customer satisfaction and business competitive advantage.

Key Benefits
What if your business had the ability to serve customers across multiple channels while lowering your service
and operating costs? What if your technical staff were able to manage and administer all your enterprise selfservice applications, both inbound and outbound, from one common set of tools and interfaces? Experience
Portal can do these things and more. It can help you:

Improve Customer Satisfaction Differentiate your brand experience across multimedia inbound and
outbound self service, all blended seamlessly with support from your experts and staff when needed.

Lower Service Costs Lower service costs with convenient 24/7 automation of inbound and outbound
interactions across multiple media.

Reduce Operating and Capital Expense Dynamically optimize self service to best serve your
customers and your business. Reduce application and infrastructure costs and accelerate time to market
of new services.

Key Features
Customer collaboration across any media, any mode
New devices and technologies have changed consumer expectations leading many organizations to consider full
scale adoption of multiple channels and media. It supports a wide array of service options, from voice, video
kiosk, mobile, and integrated voice and video response to outbound voice, email, and SMS text interactions. In
addition, it supports sophisticated conferencing, video, call back, and enterprise routing capabilities that can help
you further realize more powerful, fully automated service experiences.

Open platform lowers costs, simplifies integration

It is a software-only solution that runs on off-the-shelf hardware and software. It is based on Web services and
web communications standards like VoiceXML and CCXML to allow lower cost, simpler integration with your
existing web and enterprise application environment. Easy to use Web service integration tools allow faster
service creation and lower development costs by leveraging existing applications and web infrastructures.
Organizations can build, manage, and maintain multimedia self-service applications using the same skills, tools,
and interfaces used for existing web applications.

Distributed, highly scalable architecture

It can scale to support from a few to tens of thousands of automated voice and multimedia interactions. It can be
deployed in a virtualized environment, helping reduce business' hardware footprint, lowering the capital and
operational expenses of self service. Support for Web services, MRCP, VoiceXML, and other standards allow for

separation of application logic from the underlying communications and speech infrastructure, delivering a highly
flexible and reliable solution.

Flexible contact center deployment options

Experience Portal supports in front and networked PBX configurations across TDM, IP, and SIP environments.
When deployed in front of the PBX, it can directly terminate SIP service provider trunks and conduct self service
before calls land on the PBX or ACD. This helps eliminate costly pre-route, post-route, and data directed dialing
charges and helps reduce the contact center infrastructure footprint. A networked PBX configuration behind the
PBX and ACD is optimal when organizations require minimal changes to their existing infrastructure.

High reliability for mission critical service

Experience Portal is designed to meet the most stringent performance and high availability requirements that
today's mission-critical speech-enabled communications applications demand, while helping businesses lower
ownership costs. Unique dynamic license pooling and high availability automatic failover capabilities maximize
continuity of both outbound and inbound campaigns and services.

Built-in application level reporting

It collects an extensive set of call, session, and application record detail that can be presented within fully
customizable web-based reports. It combines detailed built-in application level reporting with true enterprise wide
reporting and analytics through Avaya IQ to provide managers with a holistic understanding of key customer and
operations business data. Centralized multiple system management and reporting allow a single cockpit view
into all live systems with operational indicators.
Records are accessible through an open interface for integration into virtually any existing enterprise reporting
system (Cognos, Crystal Reports, etc.) or information can be passed to Avaya IQ or Avaya Operational Analyst
for cradle-to-grave contact center reporting.
It includes detailed application reporting, automatic breadcrumb reports of a customers experience at every
step of an interaction, plus transactional roll-ups. Application and caller information can be combined in unique
ways with other external resources (Web mashups) such as overlaying caller detail report data with mapping
data to see the geographical distribution of caller information for visual trends analysis.

Centralized application and systems management

It includes a multi-tenant, roles-based management system, Experience Portal Manager, to provide a single
place for access to applications, system, and server information and data. Experience Portal Manager is a webbased interface to Experience Portal, allowing users to provision and manage applications, manage outbound
campaigns, generate reports, as well as monitor the system and applications. It supports centralized
management of key features like Avaya Intelligent Customer Routing for enhanced wait treatment and load
balancing as well as applications like Avaya Proactive Outreach Manager for outbound phone, email, and SMS
campaigns.
Businesses can empower non-IT managers to locally manage their own applications and to change service
behavior on demand when needs dictate. For example, local retail managers can issue their own outbound alerts
or customer surveys as well as update key self-service information such as hours of operation, announcements,
or greetings as needed without requiring specialized development or testing resources.

Application investment protection

It provides a seamless migration path for organizations moving from TDM/IP to SIP-based contact center
architectures. Also provided free of charge is Avaya Aura Orchestration Designer, an Eclipse-based
development environment for creation of Experience Portal multimedia self service and Avaya Aura Contact
Center workflow applications. Orchestration Designer also supports creation of VoiceXML applications for Avaya
Interactive Response and Avaya Media Processing Server as well as speech and multimedia applications written
for prior releases of Avaya Voice Portal.

Existing Media Processing Server Developer and Media Processing Server VoiceXML applications can be run on
a Media Processing Server Application Processor managed within it. This helps businesses centralize
management and reporting across both existing Media Processing Server applications and new services built
using the latest in Experience Portal multimedia automation.
For existing Interactive Response users, common platform licensing allows users on Avaya maintenance to
receive free product upgrades and support. Orchestration Designer, Interactive Response, and Voice Portal
share the same VoiceXML browser allowing existing VoiceXML applications written in Avaya Dialog Designer to
be managed from Orchestration Designer and run on Experience Portal. This approach helps reduce application
deployment risks, increases self-service application portability, and helps ensure a consistent user experience.

Components and Architecture

It is designed specifically for todays networked IP and SIP based enterprise contact centers. The solution has
four components: Experience Portal media servers, Experience Portal Manager, Orchestration Designer, and the
Application Execution Environment. Individual components reside on separate servers or for smaller-scale
deployments can be loaded on a single server.

Experience Portal Media Servers

Experience Portal media servers provide automation functionality such as terminating telephony sessions,
interfacing to third party speech and other multimedia services, and management of VoiceXML and CCXML
sessions. Media server software integrates via H.323/SIP and RTP/C to IP Telephony infrastructures and
manages external speech and media resources. It supports both the Avaya Media Server and Experience Portal
Media Processing Platform.
Experience Portal media servers include a fully programmable CCXML session manager, which supports
dynamic control of multiple voice dialogs and sessions with advanced call control functions such as on host
conferencing, advanced answering machine and human detection, and programmable SIP headers. The media
server also mixes multi-channel streams. A fully-standard VoiceXML Voice Browser supports recording of caller
utterances as well as a complete call and session detail collection for reporting. Secure session management
includes encrypted signaling, encrypted audio, secure communication with external application servers, and
masking of sensitive data within management and user logs.

Experience Portal Manager

Experience Portal Manager provides centralized operations, administration, management and provisioning
interfaces for Experience Portal, Proactive Outreach Manager, Intelligent Customer Routing, and other Avaya and
Avaya Partner applications. An easy to use Web-based interface provides support for the following management
functions:

Media servers which support all concurrent self-service sessions across your enterprise.

VoIP, application, and speech resource provisioning.

Fail-over in case of loss of a media server by reclaiming licenses and registrations from the affected
servers and automatically redeploying to spare capacity or spare servers.

Experience Portal Manager includes a SNMP Management Information Base to external Network Management
Systems such as IBM Tivoli or HP OpenView.

Avaya Aura Orchestration Designer

Orchestration Designer supports application development for Experience Portal, Voice Portal, Interactive
Response, Media Processing Server, and Avaya Aura Contact Center. It is a complete Integrated Development
Environment allowing faster and less costly application design, coding, debugging, testing, simulation and
deployment. Orchestration Designer is provided at no added cost with every Experience Portal and Avaya Aura
Contact Center purchase and is downloadable from Avaya DevConnect on avaya.com.

Application Execution Environment

The application execution environment can be deployed in a virtualized environment, helping reduce business'
hardware footprint, and lowering the capital and operational expenses of self service. The Web Server host, like
an Apache Tomcat Web Server, serves the standards-based VoiceXML and CCXML script to the Experience
Portal media servers when called. This approach lowers IT management costs by allowing your organization to
reuse existing web application servers for application management.

Avaya one-X Agent

The optional Avaya one-X Agent is a desktop application built specifically to meet the needs of contact center
agents. It is focused on providing H.323 telephony and contact center features provided by Avaya Aura
Communication Manager and Avaya Aura Call Center Elite software. Avaya one-X Agent provides features
that include: Transfer, Conference, VuStats, Agent Greetings, Screen Pops, Click to Dial, and more. The user
interface uses a new Work Item rather than a Call paradigm for work handling, a number of platform options, and
new features including integration to the Avaya Video Telephony Solution.
It has three major market themes: Collaboration, Supervisor Desktop, and Central Management and
Configuration.

Collaboration brings a number of new capabilities to the Contact Center including Presence, Instant
Messaging, Desktop Sharing, and the ability to stream video content to another user.

The Supervisor Desktop configuration introduces a communications client to complement existing

reporting clients. This configuration allows better collaboration and communication between agents,
supervisors, and experts, and also automates supervisor specific functions; such as Service Observing,
Quick Alert, and Coaching.

Central Management and Configuration introduces a new server application for the central management
and control of the application and user profiles, allowing them to be deployed in a just-in-time manner to
the users current one-X Agent desktop.

It also introduces the first phase of a Client API that allows other custom desktop executables to subscribe to
events occurring in the program and to execute common from within such applications.
It enables customers to deploy a single agent desktop application regardless of the location of the agent, and
agents are able to more effectively manage both communications and agent tasks, which in turn makes them
more productive, responsive, and collaborative regardless of where they are working.
It supports a variety of deployment options and a full complement of Communication Manager connection modes
including My Computer (Roadwarrior/VoIP), Another Phone (Telecommuter/Dual Connect), and Desk Phone,
where it shares control of an Avaya telephone via the Communication Manager server. This set of options
enables customers to deploy a single desktop application and provides seamless support for at-home, remote,
and outsourced agents, as well as agents physically located in a centralized contact center.
Avaya one-X Agent is a Thick .NET Client that enables rich multi-media and contact center quality VoIP. For
customers interested in utilizing Thin technologies it supports Windows Desktop Virtualization so that customers
can deploy the product on Windows Server 2003 and 2008, which can be managed by the native capabilities
within the Microsoft Windows Server 2008 Terminal Services platform, or through technologies like Citrix XenApp,
VMWare VDI, and Sun SunRay.
It is customer installable via an industry standard MSI installation, which offers significant flexibility and a number
of options. Very simple interactive installations can be initiated from the Installation Wizard, a user-friendly
wrapper around the base MSI database. An optional command line installation provides the ability to run the
installation silently by using installer defaults which can be modified by an administrator. The base MSI database
may be extracted and further transformed by the customer administrators, Avaya Professional Services or Avaya
Business Partners. In addition, Installation Administrators will have the option of providing global user
configurations to each desktop for users at that desktop to share, either as part of an MSI transform installation,
or by other standard PC Administration tools.

Avaya Professional Services provides a comprehensive set of services to support customized installations,
configuration, screen pop, agent greetings, and other valuable desktop related services.

User Interface
Avaya one-X Agent provides a new dynamic user interface that requires minimal space, is easily configured to
meet a variety of agent needs, and has been optimized for agent use. It leverages modern user interface
conventions and utilizes the concept of work items, which addresses agent work styles more completely than
does the traditional extension line appearance and the traditional feature buttons structure of Communication
Manager. A Work Item, which is a container for related media items, provides a superior way to manage multiple
concurrent interactions and allows the agent to be able to understand at a glance which media items are related.
The user interface is also dynamic in that it adapts to the functions being performed, which creates a clean work
environment with no unnecessary distractions and also reduces multiple step interactions with features like Drag
and Drop Transfers and Conferences. This rich set of features, along with context sensitive on-line help with
integrated tutorials, makes the new user interface easy to learn and use, which lowers agent training costs and
improves productivity.

Avaya one-X Agent Sample View

New Features
New features introduced with Avaya one-X Agent include:

Instant Messaging and Presence It delivers Presence and Instant Messaging capabilities provided by
Avaya Aura Presence Services to support Agent-to-Agent, Agent-to-Supervisor and Agent-to-Expert
collaboration. It provides an embedded XMPP client for Agents, Supervisors, and Experts to IM with
others who may be using Avaya one-X Agent or Microsoft Office Communicator. Instant Messaging
contacts are integrated into the Contact List, which can be managed by the user or by an administrator.

Soft TTY Avaya one-X Agent introduced a Soft TTY capability that enables contact center agents to
serve hearing and/or speech impaired customers who contact the contact center directly via TTY. This is
a dramatic improvement on existing hardware-based solutions that require all TTY calls to be funneled
into the same queue group and require agents to use specialized TTY devices in a physical contact
center. This solution requires the use of the VoIP connection mode and relies on functionality built into
Communication Manager and the Avaya G430, G450, and G650 Media Gateways.

Ad Hoc Transfer Ad hoc transfer can occur for calls where the Supervisor has already connected to a
call between a staffed Agent and the customer, and now the agent has to drop from the call and allow the
supervisor and the customer to continue. After the staffed Agent drops this call, the call appears as a

normal work item on the Supervisor's Avaya one-X Agent application interface. Thus the call gets
transferred to the Supervisor and is treated as a normal call work item.

Supervisor Desktop First level contact center supervisors are in regular communication with their
staffed agents in addition to performing a variety of quality monitoring and management functions.
Sometimes the Supervisor role is that of a team-lead, expert, or escalation point, which also requires
collaboration with others as well as the use of agent features. The Supervisor feature set makes it easier
for supervisors to perform, and seamlessly switch between, these functions.
It provides a separately licensable set of features that integrates telephony, instant messaging, presence,
service observing, monitoring work logs, and Communication Manager supervisor functions within a
single user interface. Key features include support for Service Observing, Real-Time Agent Coaching,
and the ability to view an agents contact history, including Voice, IM, and even Desktop Sharing
interactions. The My Team capability within the Supervisors contact provides supervisors with a
consolidated list of the agents assigned to them in Central Management along with their Agent State and
Presence (both Telephony and IM), as well as one-Click access to the key features listed above.
In addition, the Supervisor Work Log serves as a work management tool for the Supervisors as they can
not only see the calls and IM sessions they have had over a period of time, but also which agents they
service observed or coached, when they did it, and how long it lasted.
Additional Supervisor capabilities include:
Service Observing Service Observing is a new type of work item that is only available to supervisors
by which Avaya one-X Agent leverages the Communication Manager Services Observe Listen Only
and Listen/Talk features. A single click of the Service Observe icon in the contact list allows the
Supervisor to begin to listen to an agent's voice interaction. A subsequent click of the Service
Observe icon (the arrow) in the Service Observe media element allows the Supervisor to begin to talk
on the observed call. The Supervisor can also assign work codes to the Observing interaction. As
with all work, the Service Observing work item can be saved to the Supervisor work log. Please note
that Desktop Sharing can also be used to extend observing to TTY calls.
Quick Alert Quick Alert provides a messaging capability for the supervisor to quickly broadcast a
message to users (one or a group) in the Supervisors contact list. The messages are displayed on
the top bar of the application interface.
Agent Coaching This new feature provides a way for the Supervisor to coach a staffed agent while
he/she is still on a call with a customer. The Supervisor can use the Service Observing feature to
listen to the Agent's voice interaction and with a single-click simultaneously engage in a coaching
session using Instant Messaging. Unlike Quick Alert, the staffed Agent is able respond to the
Supervisor's messages via the IM window.

Central Management Central Management is an optional administration application that is used to

centrally manage user profiles, groups of users, and desktop configuration templates so that they can be
deployed to agent desktops in a just-in-time manner. Administrators access Central Management
through a task-based thin client user interface that helps in efficient and effective management of user(s)
configuration data (such as, user profiles), application data (such as, individual user contact logs), and
other data (such as, recorded agent greetings). This data is stored centrally and downloaded to the
desktop as required. The Central Management user interface is consistent with the client interface for
the respective settings and therefore is easy to configure.

Other Features
Other features include:

VuStats Provides real time access to critical contact center activity and statistics.

Agent Greetings Allows agents can record, play, stop, or configure and erase greetings through an
easy to use wizard. Greetings can be based on variables, such as login status, agent work mode, agent

ID, prompted digits, ANI, or VDN. Agents can choose a greeting to be played by clicking an icon on the
standard desktop. The agent greetings are stored as .wav files on the agent PC.

Caller Data Displays caller data including caller ID, Automatic Number Identification (ANI), Dialed
Number Identification Service, User to User Information, and Prompted Digits.

Screen Pops (Basic) Provides the ability to pop web pages, start applications, or retrieve and display
caller information from a database. Screen pops are created using the Screen Pop Wizard, which
provides guidance for their creation.

Advanced Segmentation Screen Pop Presents agents with appropriate caller information collected
from internal and external data sources without the need for a traditional desktop CTI component.

Drag and Drop Conferencing Allows an agent can drag one call on to another in order to quickly
conference the two parties.

Launch Application Menu Provides the ability to centralize, organize and launch applications directly
from the Avaya one-X Agent window. Each item in the Launch Application menu inherits the associated
icon of the application.

Silent Installation Installs the application without user interaction through the use of a standard MSI
installer and command-line parameters.

Hot Desking Provides more granular options for configuration settings that allows Avaya one-X Agent
to work well with technologies like Microsoft Roaming Profiles, which provides the flexibility for agents to
sit at any available agent station while maintaining their unique settings and providing access to their
data-like contact lists and call logs.

Contact Log Keeps call records for incoming and outgoing calls. A single call record contains the
contact name, telephone number, date/time, and call duration. Each call record also contains the dialed
DTMF (touch tone) number, screen pop name, and work code details.

Contact List This administrable list of agent contacts can be managed within the program or integrated
with Microsoft Outlook or an LDAP directory. Its search capabilities speed access to commonly dialed
numbers for consultation, conferences, or transfers.

Follow-up Work This extension of the Communication Manager After Call Work feature can provide a
user-specific option for timing follow-up work with a timer that displays in the user interface.

LDAP Integration This feature allows agents to search through public or company information using the
Lightweight Directory Access Protocol.

Outlook Integration Presents users with a list of their Microsoft Outlook contacts in the Contact List
,from which they can click-to-dial.

Feature Access Control Allows administrators to control which features Agents can accessed and/or
configure. The dynamic user interface presents the agent with only those accessible features.

Language Support
The Avaya one-X Agent IP softphone supports multiple languages including: Chinese (Simplified and
Traditional), Dutch, French, English, German, Italian, Japanese, Korean, Portuguese (Brazilian), Russian, and
Spanish (Latin American).

8. Avaya Support Advantage Preferred Support

Avaya Support Advantage provides service options designed to maintain and support IP Telephony, Contact
Center, and Unified Communications Enterprise solutions and applications. Support Advantage includes a wide
range of responsive and proactive services that take your preferences and needs into consideration.
Support Advantage Preferred Support provides 24x7 remote software and hardware support, defined response
times for major and minor issues, access to software and firmware updates and services packs, web services for
online support, EXPERT Systems Diagnostics and Monitoring Tools (as applicable), Operations Intelligence
Suite, off board alarming, and the Secure Access Link Policy Server.

Preferred Support Service Element Descriptions

Through Preferred Support, you can keep critical applications operating at an optimum performance level.
Preferred Support is designed for customers who want a more proactive support model and desire to leverage
Avayas extensive resources for issue resolution.
Support Advantage provides the following service elements twenty-four hours a day, seven days a week. you will
receive support from Avaya Client Services, which has 34 technical support and network operations centers
across the globe and a team of more than 5,800 highly skilled associates.
Avaya has highly trained and experienced remote System Engineers to deliver unsurpassed services to you
across your enterprise. Avaya personnel train on customer simulation devices so that they are knowledgeable
about your equipment and are prepared to respond to nearly any of your communication support needs including
IP Telephony, Unified Communications, Contact Center, video, and applications. In addition, Avaya Research and
Development provides support to the Support Services Backbone when needed.

Remote Software and Hardware Support

Remote access to Avaya Support Services expertise is always available. you will receive remote solution support
for major software and hardware issues on a 24 hours a day, 7 days a week basis. you can request support by
either submitting a request through the customer support website or by calling (toll free in the U.S.) the Avaya
support telephone number.
For all supported products under Preferred Support, Avaya will use commercially reasonable efforts to
commence support on a customer-reported request for remote support submitted to Avaya via website or
telephone according to the following table.
Severity 1

Severity 2

Severity 3 & 4

Requests
submitted via
website

Within fifteen (15)

minutes

Within fifteen (15)

minutes

Within standard
business hours

Requests
submitted via
telephone

Within one (1) hour

Within two (2) hours

Within standard
business hours

Severity levels are defined by Avaya as follows:

Severity 1: The supported product is totally out of service with no acceptable work around resulting in a
loss of service affecting all users at a single site.

Severity 2: The supported product is operating with severely reduced functionality causing significant
impact to your business operations, or the loss of service impacting more than twenty-five percent (25%)
of all users at a single site.

Severity 3: The supported product is operating with reduced functionality causing little or no impact to
your business operations, or the loss of service to less than twenty-five percent (25%) of all users at a
single site.

Severity 4: The supported product is operating with full functionality and a service request for
information on features, configuration or use of supported product needs to be tracked to completion.

EXPERT Systems Diagnostic and Monitoring Tools

For applicable products, you will receive remote monitoring, diagnostics, and resolution through EXPERT
Systems Diagnostic Tools. EXPERT Systems are a patented tool set that contain more than 30,000 Artificial
Intelligence algorithms, which automatically begin diagnosis and resolution of many issues on a 24x7 basis.
Avaya EXPERT Systems together with Avaya remote engineers, clear approximately 99% of all systemgenerated alarms remotely, often resolving issues within minutes of receiving the alarm.
Alarms that are received by EXPERT Systems and are not systematically resolved will automatically be routed to
the Avaya remote technical support team for resolution. Avaya Support Services will begin work on major alarms
(assigned as a Severity 2 service request) within two (2) hours and minor alarms (assigned as a Severity 3
service request) during standard business hours.
MOIA will receive solution level support for any software or hardware issue that may arise, expediting the
isolation and resolution process.

Operations Intelligence Suite

Avaya Operations Intelligence Suite (OIS) is a powerful Web portal with a unified dashboard that gives you an
end-to-end view of Avaya network operations, and is available at no additional charge to Support Advantage
Preferred clients. Operations Intelligence Suite provides real-time system status, reporting, and incident
management, as well as a single point of access to a variety of system reports and support tools.
Operations Intelligence Suite helps you avoid system outages by providing instant network oversight a unified,
real-time dash board that includes:

A customizable, zoomable map showing network locations and critical information about the equipment
and software in use at those sites.

An Incident Status Summary that indicates the number of open service requests across the network and
their criticality.

A Lifecycle Status Summary that shows at a glance the overall status of critical updates to software and
firmware, end-of-life equipment and parts, and items covered under extended support.

Operations Intelligence Suite allows you to see all in one place a real-time, end-to-end view of your specific
network operations and crucial information about Avaya products and solutions.

Off Board Alarm Notification

Avaya will proactively monitor, detect, and alert the customer of alarms associated with Public Switch Telephony
Network facilities through the use of EXPERT Systems. In addition, Avaya will provide the same service for links
associated with Avaya supported products that have Avaya/DCIU (Data Communications Interface Unit)
capabilities.

Product Correction Notices and Software Service Packs

With Preferred Support, Avaya provides ongoing system reliability and value through E-Notification of Avaya
Product Correction Notices. These priority proactive notifications provide information related to software and
firmware modifications that are used to enhance or correct Avaya communication systems. Avaya will deliver
software and firmware service packs at no charge to you on the customer support website at
http://support.avaya.com. Software maintenance updates encompass any changes that may be needed to
resolve problems that prevent the equipment from performing up to the manufacturers technical specifications.

Service packs are frequently customer-installable; however, if a Customer System Engineer is required on the
premises, Avaya will make arrangements for dispatch, including potential fees depending on selected coverage.
Service packs bundle multiple software corrections into a single package making implementation of these
corrections much more efficient. A service pack is typically designated as a change in the digit to the right of the
second decimal point, for example, n.y.[z], representing a re-release of the corrected software version, or an
issue(s)-specific correction provided in the form of a patch or maintenance release.

Minor Release Updates for Software Applications

You will have access to minor release updates for software applications and related firmware updates. Software
downloads are available for registered Avaya Service Agreement customers on the customer support website to
keep systems up-to-date.
Minor releases are changes to the software that introduce a limited amount of new optional features and
functionality. Minor releases are typically designated as a change in the digit to the right of the first decimal point,
for example, n.[y].z.

Web Services (http://support.avaya.com)

The Avaya customer support website provides useful information, such as access to valuable software and
firmware downloads that help to keep your system functioning with high reliability, InSite Knowledge Base, job
aids, technical papers, HealthCheck Tools, documentation, product descriptions, and access to many other tools
and resources. You will have the ability to search and view more than four thousand documents online, such as,
system descriptions, feature descriptions, product notices, security advisories, and administration guides. These
online capabilities provide immediate access to creating a service request and checking the status of trouble
tickets instantly by individual case or by location. The website includes news and announcements to keep you
informed of the latest happenings. There are also directory listings, training courses, and professional
development opportunities, as well as links to other Avaya sites.
Through the Avaya customer support website, you will receive access to extensive web services such as:

Avaya E-Notifications: Allows you to receive email notifications for items such as Product Correction
Notices, Security Advisories, End of Sale Notices, Services Support Notices, and User Guides.

Avaya Support Forums: You can view, post, and reply to web-based conversation threads to discuss
issues around various product lines and areas of interest. Avaya support engineers will participate, as
needed, to support conversation threads. Suggestions that are shared within the forums will be captured
for future reference and consideration related to products, services, documentation, and training.

Case Status Alerts: You can elect to receive an email alert when your ticket status changes, such as
when it is assigned, updated, or closed.

HealthCheck: Identifies opportunities for system optimization and provides recommended system
administration changes as a course of action.

Interactive Documentation and Online Training: You can access on-demand flash tutorials with how
to instructions.

InSite: Knowledge base access and guided knowledge searches to the same knowledge base
containing over 100,000 articles created and used by Avaya Engineers.

My Reports: You can view services requests and agreements (entitlements) across all of your SoldTo
Numbers.

Software Compatibility Audit: You can create a report to display the versions of software and firmware
installed on your system and the latest versions that are generally available for various solution
components.

While You Were Sleeping Report

The While You Were Sleeping (WYWS) Report provides a dashboard review of the Avaya maintenance services
that were provided to your business during a specific Avaya support coverage period, such as 3, 6, 9, or 12
months. The report shows the ticket and alarm resolution performance and parts. In addition, the report provides
you with tips on how to extract more value from your Avaya support coverage through the use of web-based tools
and services; as well as learn about additional support services that may be of interest to your business. A
customer satisfaction summary is provided that shows how your technical team scored your satisfaction with the
support they received from Avaya Support Services.

Secure Access Policy Server

As an entitlement to your product purchase, Avaya will provide the Secure Access Link Software Gateway in
order to provide remote, secure access to your systems for support. As part of the Preferred offer entitlement,
you can install a Secure Access Policy Server that works with the Secure Access Link Software Gateway to
provide you with a centralized application for the definition, administration, and inclusion of all secure remote
access policies that will govern the remote access sessions initiated by Avaya engineers and automated tools
through the Secure Access Link Software Gateway. The Secure Access Link Policy Server provides increased
control, monitoring, and security; while allowing you to remove dedicated lines and modems that can result in a
cost savings to you. The Secure Access Link Software Gateway receives and forwards alarms and polls
supported products for remote access connection requests.

Upgrade Advantage Option

Upgrade Advantage provides an option for you to purchase a software upgrade subscription for Avaya-provided
software. This subscription allows you to gain access to the features and functions of each new major release of
software. This option is available for purchase only when the software to be covered is running at Avayas then
most current release and is covered by Preferred Support.

Pricing for Preferred Support

Preferred Support is priced per license based on the total number of user licenses purchased or the total number
of concurrent user licenses purchased.
Support Advantage Onsite Support, Parts, and certain Advanced Services offers can be added to a Preferred
Support contract. The pricing for Onsite Support is a fee per server or per gateway in addition to the Preferred
Support license fees. The pricing for Advanced Services offers varies based on the specific offer selected.

8.1. Why Avaya?

Avaya is a global leader in business communications systems. The company provides unified communications,
contact centers, and related services directly and through its channel partners to leading businesses and
organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that
improve efficiency, collaboration, customer service, and competitiveness.
The unique combination of communications applications, software, and services at Avaya helps companies
simplify complex communications and integrate with technologies from other vendors, enabling customers to
unlock value and potential from their network. By embedding communications into the operations of an
enterprise, Avaya helps improve the way organizations work making people more productive, processes more
flexible and customers more satisfied.
Avaya focuses on these major businesses:

Unified Communications
The Avaya unified communications solutions help companies increase employee productivity, improve customer
service, and reduce costs by integrating multiple forms of communications, including telephony, email, instant

messaging, and video all across multivendor networks. With Avaya unified communications, customers can
communicate effectively regardless of location or device.
Open, standards-based Unified Communications software and hardware at Avaya are widely recognized as the
most reliable, secure, and comprehensive offerings in the industry.

Contact Centers
Avaya is the global leader in the contact center market. Avaya offers highly reliable, scalable communications
solutions that improve customer service and help companies compete more effectively.
The Avaya contact center solutions include intelligent routing, self-service, and proactive contact applications that
drive effective communications and transactions with customers. In addition, the Avaya analytics and reporting
platform, Avaya IQ, provides companies with detailed customer information that improves profitability and
customer retention.

Avaya Networking
The Avaya Networking portfolio offers the reliable, secure, end-to-end solutions needed to fully use real-time
communications, delivering world-class performance and superior return on investment. The diverse networking
portfolio team at Avaya is committed to delivering innovative technology, energy-efficient hardware, and
improving the effectiveness of business by creating a simpler and more effective network. Organizations should
never be constrained by their networks, and proven networking solutions from Avaya allow the network to be
accepted and valued as a genuine real-time communications enabler.

Avaya Client Services

Avaya Client Services evaluates, designs, implements, and manages enterprise communications networks for
superior business results. The Avaya consulting and implementation services are backed by approximately 7,000
employees worldwide; 34 network operations and technical support centers; and unique, patented design and
management tools.

Small and Medium Enterprise Communications

The Avaya Small and Medium Enterprise Communications unit is focused on enterprises with up to 250
employees. The company offers complete solutions that bring together telephony, messaging, networking,
conferencing, and customer management designed for the requirements of small and medium enterprises. The
products and services are sold primarily through the Avaya global channel partners.

Avaya named one of the Worlds Most Ethical Companies

Avaya has been recognized again in 2010 for the fifth consecutive year, by the Ethisphere Institute as one of the
Worlds Most Ethical Companies. Out of a record number of nominations for the award, Avaya secured a hardearned spot on the list by going the extra mile and implementing upright business practices and initiatives that
are instrumental to the company's success, benefit the community, and raise the bar for ethical standards within
the industry. Read about the methodology and view the complete list of the 2011 World's Most Ethical Companies
at http://ethisphere.com/wme2011/.

9. Avaya Detailed BOQ

S.
No
.

Product
Code
185446

Type

Description

SOLUTION

CM Licenses
AVAYA COMMUNICATIONS SOLUTION

Qty

271452
225147
225925
227272
228484
228496
228490
259401
266525
268680
269360
269361
269362
269363
269390
269405
269406
269420
269421
269422
270052
270133
271180
271181
271861
272782
272783
272785
272789
272790
270133

MODEL
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
TRACKING_CODE
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
TRACKING_CODE
TRACKING_CODE
TRACKING_CODE
TRACKING_CODE
TRACKING_CODE
TRACKING_CODE
TRACKING_CODE
TRACKING_CODE
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
TRACKING_CODE
LICENSE_ONLY
TRACKING_CODE

263762
405362641

PRODUCT
PRODUCT

260051
271524
272731

LICENSE_ONLY
TRACKING_CODE
TRACKING_CODE

405362641
700459456

PRODUCT
PRODUCT

700383326

PRODUCT

MIDSIZE ENTERPRSE SOLUTION MODEL NEW

AVAYA AURATM R6 SYS PLTFM HIGH AVAIL
CC R6 NEW ELITE PER AGT 1-100
SAL STDALN GATEWAY LIC R1.5+ DWNLD
ONE-X AGT R2 NEW/ADD PER AGT PLD LIC
ONE-X AGT R2 SUPV PER AGT PLD LIC
ONE-X AGT R2 LIC FREE-MAX 3 PLD
MEDIA ENCRYPTION R6+/MBT
R6 MIDSIZE ENT SOLUTION TRACKING
AURA FOUNDATION SUITE R6 NEW SW LIC
FND SUITE R6 MGMT SITE ADMIN LIC /E
FND SUITE R6 MGMT NTWK MGMT LIC /E
FND SUITE R6 SYSTEM MANAGER LIC /E
FOUNDATION SUITE R6SM SIPCONN LIC /E
FND SUITE UCE R6 ONE-X COMMR6 LIC /E
FOUNDATION SUITE R6 PS R6 LIC /E
FND SUITE R6 PS SFTW DWNLD R6 LIC /E
FND SUITE R6 B5800 SURV STNR6 LIC /E
FND SUITE R6 B5800 SIP TRNKR6 LIC /E
FND SUITE R6 ONE-XC VIDEO R6 LIC /E
FOUNDATION SUITE R6 CMM R6 LIC /E
PLDS ENT CORE R6 BASE STATION
FND SUITE FLARE EXP WINR1 CM6 LIC /E
FND SUITE 1XC MAC OS R1 LIC /E
CC R6 NEW OR ADD ELITE MULTI- CH LIC
FND SUITE R6 ACE BASE LINUX R6 /E
FND SUITE R6 CA DCE ENBL R6 /E
FND SUITE R6 CA OFFCE LYNC R6 /E
FND SUITE R6 ACE NAMED ROYALTY TRACK
FND SUITE R6 ACE API R6 /E
PLDS ENT CORE R6 BASE STATION
Server
DL360G7 SRVR MIDSIZE ENTPRS/COL
PWR CORD USA
AES
AES 6.X PLDS ENABLE FOR APPL LIC
AES R6 NEW SYS TRACKING
APS NTWK READINESS ASSESSMENT-VENDOR PRV
Media Gateway
PWR CORD USA
G450 MP80 W/POWER SUPPLY NON-GSA
Phones
96XX RPLCMNT LINE CORD

1
1
12
1
10
2
3
1
1
15
1
1
1
15
15
15
1
15
15
15
15
12
15
15
12
1
15
15
15
15
120
2
4
1
1
1
2
2
12

700458540

PRODUCT

265021
227272
264800
264868
264869
266391
272731
272741
405362641
700501091

MODEL
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
LICENSE_ONLY
TRACKING_CODE
LICENSE_ONLY
PRODUCT
PRODUCT

212365
700502782

MODEL
PRODUCT
MTC_UTIL_ELEM
ENT

700502782M
232253
236174
236186
237815
237825
239005
239017
239077
239089
241843
249276
252563
257020
232280
232946
235114

MODEL
SUP_ADV_1YR_P
P
UPG_ADV_1YR_P
P
SUP_ADV_1YR_P
P
UPG_ADV_1YR_P
P
SUP_ADV_1YR_P
P
UPG_ADV_1YR_P
P
SUP_ADV_1YR_P
P
UPG_ADV_1YR_P
P
SUP_ADV_1YR_P
P
UPG_ADV_1YR_P
P
UPG_ADV_1YR_P
P
SUP_ADV_1YR_P
P
MODEL
SA_SS_SSU_CON
T
SUP_ADV_1YR_P
P

IP PHONE 1616-I BLK

AAEP IVR
AAEP MODEL
SAL STDALN GATEWAY LIC R1.5+ DWNLD
AAEP 6.X PER PORT LIC NEW
AAEP 6.X MEDIA ENCRYPTION
AAOD 6.X
AAEP 6.X PER EPM TRACK
APS NTWK READINESS ASSESSMENT-VENDOR PRV
AAEP R6 CM PER PRT CONN PLDS LIC
PWR CORD USA
DL360G7 SRVR VP
SBC
ADDITIONAL PRODUCTS CATALOG MODEL
SIPERA E-SBC3 APPLNC 500 SES W/EMS

12
1
1
120
1
1
1
1
120
2
2
1
1

SIPERA E-SBC3 APPLNC 500 SES W/EMS MTC

12

Support Advantage for 1 year

SA CM MODEL

SA ESS CC R6 ELITE MULTI CH 1YPP

12

UPG ADV CC R6 ELITE MULTI CH 1YPP

12

SA ESS AURATM R6 S8510 HA 1YPP

UPG ADV AURATM R6 S8510 HA 1YPP

SA ESS ONE-X AGT R2 AGENT 1YPP

10

UPG ADV ONE-X AGT R2 AGENT 1YPP

10

SA ESS ONE-X AGT R2 SUPV AGT 1YPP

UPG ADV ONE-X AGT R2 SUPV AGT 1YPP

SA ESS CCR6 ELITE AGT 1-100 1YPP

12

UPG ADV CCR6 ELITE AGT 1-100 1YPP

12

UPG ADV AURA R6 FND/S 1YPP

15

SA ESS AURA R6 FND/S 1YPP

15

SA SELF SERVICE MODEL

UPG ADV AAEP OD R6 TRACKING

SA ESS AAEP R6 CM PER PT CONN 1YPP

120

235126
251856
252011
257384

10.

UPG_ADV_1YR_P
P
UPG_ADV_1YR_P
P
SA_SS_SSU_CON
T
SUP_ADV_1YR_P
P

UPG ADV AAEP R6 CM PER PT CONN 1YPP

120

UPG ADV AAEP6 PER PT 1YPP

120

SA ESS AAEP OD R6 TRACKING

SA ESS AAEP6 PER PT 1YPP

120

Professional services & Training

10.1.

Purpose
This SOW describes the installation and/or implementation services that will be provided by
the JCCS to MOIA
This document provides an overview of the implementation strategy including Project
Management, Design/Architect, Installation, Systems Integration and Testing for the
Project and outlines the Scope of Work for the implementation, including:
Project elements in-scope
Project elements out-of-scope
Pre-requisites required from the Customer prior to starting the project
Project deliverables
Project risks/issues
Project communication & reporting
Project plans & milestones
Change control procedures
Project approach & implementation plan
Project Caveats, assumptions & constraints
People roles, responsibilities & contacts
Technical design & configuration summary
Customer quality assurance, acceptance & handover

10.2.

Background
This SOW is created based on the Customers will and decision to meet business
telephony needs within JCCS on one hand and significantly increase customer service
to on the other hand due to business expansion.

10.3.

Terms and abbreviations

Abbreviation
Form
ACD
Automatic Call Distribution
ASAI
Adjunct Switch Application Interface
ASG
Access Security Guard
BOM
Bill Of Material
CMS
Call Management System
CTI
Computer Telephony Integration
DDI
Direct Dial In
DOA
Dead-OnArrival LAN
Local
Area Network
LDAP
Local Directory Access Protocol
LSP
Local Survivor Processor
MCB
Circuit Breaker
MBS
Manual Backup Server
MM
Media Module
PBX
Private Branch Exchange
PDU
Power Distribution Unit
PSTN
Public Switch Telephone Network
QOS
Quality of
Service RTCP
RTP
Control Protocol SOW
Statement of Work
TCP/IP
Transmission Control Protocol / Internet Protocol
TSO
Technical Services Organization
VMON
VOIP Monitoring Manager
VLAN
Virtual LAN
VIOP
Voice Over Internet Protocol
VPN
Virtual Private Network
WAN
Wide Area Network

10.4.

Project Scope

10.4.1.

General in Scope
The scope of this SOW is the provision of the installation and/or implementation
services (Services) and the deliverables (Deliverables) all that will be
detailed in this SOW.
As a part of Deliverables during the different phases of the Project the Contractor will

provide Customer with according Project Documentation as detailed below in this

SOW: Scope of the proposal is for:
1- 120 Ports AVAYA Experience Portal (IVR)
2- 10+2 Elite Agents +Multimedia +Phones (Reporting Included) (CM Call
Manager
Not Included)
3- Design, Customize and Implement the IVR Call Flow Based on The (MOIA)
Tender
Document Set Out in Appendix B: MOIA Tender Document
4- Job Training or Knowledge Transfer for 2 Trainers

10.4.2.

General Requirements and Dependencies

Prior to start of installation work by the Contractor, the Customer will:
Ensure that the requisite items and services specified in the Site Preparation
Checklist are made available at the Premises.
Provide Contractor with an accurately completed and signed Site Preparation
Checklist to confirm availability of the requisite items and services.
Provide accurate floor plans of his equipment rooms at the Premises.
Provide accurate IP infrastructure comprising:
All necessary cabling/wiring installed;
IP addresses allocated where applicable and extension numbers
- for phone sets;
VLAN assignment;
Quality-of-Service assignment.
Ensure that the equipment rooms have been sufficiently prepared to
enable the delivery of the Services, including: ensuring that
environmental, power and grounding specifications are met.
Ensure that access is free from any obstructions on the days scheduled for the
Services.
Provide a secure storage area for the Products.
Fill in a Pre-installation Worksheet including: IP addresses of servers,
modem numbers.

10.4.3.

Project Deliverables

10.4.3.1.

Services and Deliverables

Provided that the Customer complies with its obligations under the Agreement and this
SOW, JCCS will provide the following Services and Deliverables:
Coordinate with AVAYA Logistics the delivery of the relevant ordered Products to the
Customer Premises.

 Check the delivered Products against the delivery note and the Customer order.
Install the relevant AVAYA Products in the areas and cabinets specified by the
Customer.
These instructions must be provided by Customer in advance and in
written format to the JCCS Project Manager.
Test the relevant Products on the Premises to ascertain whether any
Products are dead- on-arrival (DOA). Any Products deemed DOA will
be replaced to enable the Services to be provided within agreed Project
lead-times.
Tier and Tier II Support and AVAYA give Tier III and Tier IV if there is SLA
agreement.
Carry out its standard tests on the Products. Once these tests have been
successfully completed, will make the Products available to Customer
and/or indicate to Customer the completion of the Milestone Objective.
On completion of the Project, provide to the Customer a handover document
containing
details of the installed Solution. This handover document will be in the standard
format.

10.4.3.2.

Itemization and Deliverables

Contractor will deliver the installation and implementation of the equipment (Set out in
Appendix A: BOM)
3.3 Itemization of Customer Specified Requirements
Set Out in Appendix B: MOIA Tender Document
3.4 Services Plan
The Services will be ordered and delivered in accordance with the phases specified
below.
3.4.1 Ordering Phase
During this phase, the Customer will issue the orders for the Products to its
supplier.
3.4.2 Analysis and Design Phase
During this phase, the parties will work together to prepare a specification
document
outlining the performance of the Services (Specification).
During this phase, the parties may modify the Site Preparation Checklist
as appropriate to facilitate delivery of the Services. The final version of
the Site Preparation Checklist will be included in the Specification.
3.4.3 Solution Preparation & Site Survey
The Contractors Engineer and Customer Engineer will work with the
Customer's Project coordinator to complete a site survey of the Premises

prior to the delivery of the Products. This site survey may include (but is
not limited to) the following activities:
Equipment room inspection
Verification of power and grounding requirements
Checking other environmental specifications
Validating wiring/terminations.

10.4.3.3.

Installation and / or Implementation Phase

During this phase, the relevant Services shall be delivered and installed by
Contractor, in accordance with this SOW and the project plan as amended
and agreed during the Analysis and Design Phase and thereafter
incorporated into this SOW.

10.4.3.4.

Design Review

10.4.3.4.1.

Solution Design

This section provides an overview of the Solution, based upon the requirements
as specified by the Customer and set out in Section .A list of Products to be
installed as part of this SOW is included Appendix A.

10.4.3.4.2.

Customer Dependencies

The parties acknowledge that the performance of this Project is conditional

upon the timely completion of the requirements set out in this section.

Page2

10.4.3.4.2.1.General Requirements
The Customer will:
Provide accurate floor plans of the Customers communications rooms and/or
data
center detailing the proposed location of the equipment.
Ensure that the communications rooms and/or data center have been
sufficiently prepared to enable the delivery of the Services and
housing of Products.
Install all necessary communications room and/or data center cabling.
Ensure that access is free from any obstructions on the days scheduled for the
www.jccs.com.sa

Services.
Provide a secure storage area for the Products.
Ensure that all fiber connections within communications rooms and
between buildings are completed and functioning adequately (If needed).
Provide all necessary fiber cables (If needed).
Provide all necessary IP addresses and numbers at least seven days
prior to the commencement of the Services

11.

Management Knowledge Areas and Processes

The following chart details the key project management knowledge areas and
processes:

Project Management
Scope Management

Initiation
Scope Planning
Scope Definition
Solution
Architecture
Change Control

Page2

Cost Management

Integration
Management

Time Management

Plan Development
Plan Execution
Change Control
Monitor Milestones

Activity Definition
Activity Sequencing
Duration Estimates
Schedule Development

Quality Control

Schedule Control

Quality Management

Resource Management

Resource Planning
Cost Estimating
Cost Budgeting
Cost Control

Quality Planning
Quality Assurance
Quality Control
Standards
Conformity
Test Procedures

Communications
Management

Risk Management

Communications
Plan
Information
Distribution
Performance
Reporting
Documentation
Administrative
Closure

Risk Identification

Procurement Planning

Risk Qualification

Source Selection

Risk Response

Configuration
Conformity
Contract Administration
Contract Close-out

www.jccs.com.sa

Risk Control
Contingency
Planning

Organization Planning
Staff Acquisition
Team Development
Competency
Assessment
Technical Qualification
Procurement Management