1. Avaya Aura Contact Center 6.2 Overview and Beyond
Wendy Mikkelsen – Contact Center Product Marketing

2. Agenda Market Trends Avaya Aura Contact Center Overview
AACC 6.2 Overview
AACC Roadmap in 2012

3. Fact: Demographics Are Changing
Major Customers Demographics are Fundamentally Changing with Different Customer Satisfaction Expectations
78M
Baby Boomers
55M
Generation X
80M
Generation Y
Sources:
Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s 3 3 3

4. Fact: Interactions Are Changing
No Single Interaction Channel, Need to be Proficient in all Channels
Percent of Respondents
2010
2012
Voice (agent)
Fax
Voice (self)
Web
SMS
Chat
Video
Social Media IM
Source: Webtorials Editorial/Analyst Division 4 4

5. Fact: Customer Satisfaction Risks Are Increasing
Risks are Increasing of Not Providing Expected Customer Experience
92%
80%
73%
of consumers form an opinion about a company’s image through their interaction with the Contact Center
of companies believe they deliver a good customer experience
of Millennials [Gen X and Y] will leave after one bad experience
20%
85%
of consumers agree
will tell others about their poor experiences
Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys 5 5

6. Optimizing for Experience Management
Experience Management Defines a New Model for Customer Engagement Where the Customer and Their Context Is at the Center
Consumer
Transactions Optimized for
Agent
Sessions Optimized for
SPEED
EXPERIENCE 6 6

7. AACC Overview

8. Avaya Aura® Contact Center Summary
Avaya Aura Contact Center (AACC) 6.0 was released on Avaya CM and CS1000 in July 2010
Avaya Aura Contact Center 6.1 was released in Nov 2010
Enhanced Avaya Call Center Elite Voice with AACC Multimedia capabilities (Phase 1 )
Added AACC solution interoperability (Avaya Voice Portal and Avaya WFO)
Avaya Aura Contact Center 6.2 was released in July 2011
Delivers an Enterprise Multimedia Contact Center solution on Avaya Aura Session Manager 6.0 with scale and high availability.
Enhances Avaya Call Center Elite Voice with AACC Multimedia capabilities (Phase 2 – Single desktop and integrated reporting))
Mention AACC multimedia that can also work switchless

9. Avaya Aura Contact Center
What is It?
A context-sensitive, inbound/outbound voice and multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions
Why does it Matter?
Solution addresses end to end experience management
Allowing companies to react to
Changing demographics,
New economic realities
Rapidly growing new modes of communication
How does it Work?
Intelligent, holistic, workflow of multiple media types
Customer context preservation throughout interaction
Drag and drop Scripting Environment
Common administration and unified reporting
Unified agent desktop
Integrated progressive and preview outbound dialing
Leverages Unified Communications infrastructure of CM or CS1000
Adds Multimedia capability to CM and CC Elite implementations
Unified multimedia customer contact
Customers
Voice
E Mail
IM /Chat

10. Avaya Aura Contact Center Essential Offer
Target Market Segment
Voice Only < 100 Agents
Price sensitive - Lower entry price per agent
Flexibility to grow with the customer’s business or functionality requirements
Option to easily migrate to Enterprise offer
Heritage Nortel CC Express customers
Heritage Avaya CC Express or “Starter” customers < 100 agents
Inbound Voice
“Out of the box” CTI Screen pop
Integrated Reporting
Integrated Announcements
Canned play prompts, collect digits. EWT and Position in Queue
Single Server deployment
One Key code Licence File for Complete Solution
Optional Supervisors

11. Avaya Aura Contact Center Enterprise Offer
Target Market Segment
Enterprise Multimedia Contact Center Suite
Standard and customized configurations to meet customer’s unique business requirements
AACC 6.2 – New Enterprise Offer for CM 6.1 customers up to 3000 agents per node and 90,000 in a network
Up to 30 nodes in a network of AACCs on CM 6.1 or CS1000
SIP (Avaya CM or CS1K) or AML (CS1000)Contact Center
Nodal or Corporate Solution
Standard or Networked Agents
Multimedia Agents ( , SMS, Web Chat, IM**)
Multiplicity included
Preview/Progressive Outbound Agents
Supervisors
Report Creation Wizard Licences
Enhanced HA Resiliency (Voice, Multimedia, CTI)
CCT Devices *
SOA Developer Kit
Avaya Aura Experience Portal Integration
Avaya WFO Integration
Soft Phone (Avaya Aura CM Only)
* AML CS1000 Offer Only ; ** SIP Offer Only

12. Avaya Aura Contact Center Suite for Mid-sized Enterprise (AACC-M)
For Contact Centers 20–400 Agents
AACC-M
Standard Bundle
Inbound Voice
Outbound Voice
Call Recording
Full Reporting
Screen Pop
AACC-M
Advanced Bundle
Everything in Standard, plus…
Web Chat
Instant Message
SMS (requires gateway)
AACC-M
Premier Bundle
Everything in Advanced, plus…
Voice Portal or Experience Portal

13. Avaya Aura Agent Desktop (AAAD)
Single Agent Desktop
Avaya Aura Agent Desktop (AAAD)
Out of the box Agent Desktop for voice only & multi-media
Simultaneous, multiple contact handling
“Smart Client” application (.NET 3.5), compatible with thin client topologies such as Citrix and MS Remote Desktops
Context sensitive telephony functionality
Activity and Not-Ready Reason Codes drop-down menu
Agent/Skillset/Application real time statistics
Voice delivered either by physical phone or soft-phone
Out of the box Agent Desktop that works with AACC and Elite.
Single desktop for everything from basic voice & screen pop to advanced multimedia
Benefits
Increase Agent Productivity
Ease of deployment 13 13

14. Multiple Contact Handling Improves Productivity for Agents
Number of simultaneous contacts configurable (1-6) by supervisor
One voice contact
Up to 5 multimedia contacts in any combination configurable by supervisor
Time delay, before “Additional Contact” is presented is configurable
Agent is automatically set to Ready while handling a voice call, chat or contact
Contacts will flash to indicate agent action required
In a multiple contact handling scenario - the agent can indeed be 'actively' involved in only one customer interaction at a time - the other interaction sessions are in the background as tabs on the agent desktop. Agents need to be aware of customer communication activity in the sessions that they are not actively working on. +++In Avaya Aura® Contact Center, a visual alert is flashed to agents when a customer has entered information in an Instant Messaging or chat window. This allows the agents to work on multiple interactions yet promptly respond to the customer ensuring a satisfactory customer experience. 14 14 14

15. Faster E-Mail Handling with Editor Functions
Reply Options
To/CC/BCC
Templates
HTML or Text based
Auto Suggest
Prepared response given to agent
Avaya Aura® Contact Center includes an editor that delivers all the standard +++capabilities expected from a fully featured editor. +++Full style editing, font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks etc. Both text-based and html formats are supported and +++message templates can be created.
In order to further improve response times and agent productivity +++Auto-suggest capabilities have been added for agents to quickly provide professional responses. Automatic tracking of the response usage facilitates optimisation of these responses in the future.
+++Full history is retained in the Transaction History database, so agents can review the history of interactions with the customer, to ensure relevant non repetitive answers to customer queries.
editing
Full style editing e.g. font, size, bold, italics,
216 colors, bulleted and numbered lists, insert tables, images, hyperlinks, etc.
History
Agent can Review trail 15 15 15

16. Web Chat Or Call-back Chat Pop Up Customer presented with Chat option
Callback Pop Up
Customer presented with
Option to schedule callback
Agent Available and
Accepts Contact

17. Screen POP Configuration
AACC Out of the box Screen POP
Features:
Simple, out-of-the box, Screen Pop
Client or server side integration
Network information (CLID, ANI, DNIS)
Data collected via IVR (Account number, ,skillset)
Screen pop on (i) Ringing and (ii) Answer
MM contact – address, web page
More sophisticated integration to backend databases via additional services or APS
Salesforcecrm Screen Pop based on Customers PIN
Step 1 – Accept Incoming Call with PIN 1234
Screen POP Configuration
Add your Application URL or Link and then decide what you want to pass in for screen pop – CLID, DNIS…etc
Salesforce CRM Integration
Integration to Salesforce CRM supported as standard feature

18. Agent Desktop Instant Messaging & Presence
This is a sample Horizontal Picture slide ideal for including with a screen capture or other horizontal picture.
To Replace the Picture on this Sample Slide (this applies to all slides in this template that contain pictures):
Select the sample picture and press Delete. Click the icon inside the shape to open the Insert Picture dialog box. Navigate to the location where the picture is stored, select desired picture and click on the Insert button to fit the image proportionally within the shape.
Note: Do not right-click the image to change the picture inside the picture placeholder. This will change the frame size of the picture placeholder. Instead, follow the steps outlined above.
Dynamic view based on keyword analysis
Presence and Expert Consultation

19. Outbound Dialling Features: Preview and Progressive Outbound solutions
Benefits:
Increased customer satisfaction
Timely information and deadline-reminders reduces defaults and penalties
Higher revenues and profitability
Alert customers to take action when they are more likely to
Increase collections
Greater efficiency & lower costs
Shape the type and amount of incoming contacts and
Encourage self service
Features:
Preview and Progressive Outbound solutions
Blended inbound/outbound solution
Full campaign control
Multiple numbers per contact
Multiple Time-zone support
Web services support
Preview and Progressive Outbound are available with Avaya Aura® Contact Center. In Preview outbound the agent has the option to decide whether or not to accept and connect to an outbound contact after reviewing the data that is presented. With Progressive Outbound, the agent gets to review the data before the call is automatically connected. The Outbound Campaign Management tool is a functional component that is used to create, modify, and monitor up to 20 simultaneous outbound campaigns.
Imagine authorities have set up a campaign to call people who have outstanding fine payments for tickets they have received. Now if someone clears dues, that person should of course be removed from the call list. This can be done through Web Services. The application that administers the payments updates the call list of the outbound campaign.
+++The fact agents get the necessary information before they connect or are connected to the customers, will enhance customer satisfaction for sure. But the solution has a lot more to offer. Multiple Time zone support allows nationwide and international customers to manage campaigns effectively from a time perspective, the support for multiple numbers per customer, and of course with Outbound a contact center can greatly improve agent productivity and occupancy by triggering outbound contacts, when there is a low volume of incoming contacts. 19

20. Centralised Management and Configuration
AACC Supervisor Experience
One Web Based Management Application for Everything within AACC
Real Time Reporting – Customisable Real Time Displays
Historical Reporting – > 120 Pre-defined Reports, 5 Customer Summary Reports and then… Report Creation Wizard to create your own
Pre-Packaged Contact Flows – Graphical Flow editor which determines path of every contact in the Context Center.

21. Multi-site Management is Easy with Consolidated Real-Time Displays
Manage entire network from one screen with network consolidated reports and displays
Access administration and management information from anywhere!
AACC also provides consolidated real-time displays to give supervisors and managers a complete view of their virtual contact center environment. These displays provide real-time information about the performance of applications and skillsets across the entire network. Networking fields included in the real-time displays are:
Application
Network Out Calls, Network Out Calls Waiting
Network Out Calls Abandoned,
Network Out Calls Abandoned Delay
Network Out Calls Answered
Network Out Calls Answered Delay
Nodal
Network In Calls Offered
Network In Calls Answered
Network In Calls Waiting
Skillset
Network Calls Waiting
Network Calls Answered
Exporting - Enables Supervisors to save a snapshot of a real-time display and export it as HTML files, .bmp or .jpg files.

22. Inherent Historical Reporting Engine
More than 120 standard report templates available
Centralized storage of report templates
Customized report sharing using report group folders
notification of scheduled report completion
Supervisor filtering
Administrative partitions
Report Creation Wizard enables customization and data combination
Output Formats – Crystal RAS, Excel, HTML, Word, txt, csv, …etc

23. Graphical Workflow Creation
Features:
Graphical drag and drop “scripting” environment
Document Generation: used for customer sign- off
Printing Flows: The ability to prints Flows
Manage all workflow related data through the Service Creation Environment Client
Benefits:
Ease of Deployment for Green Field Sites.
Easy to learn and use, requires less specialized skills
Easier and faster to modify workflow to meet changing business requirements
Streamline approval of call flows with business owners
Avaya Aura® Contact Center supports voice menus. Workflows are created in the Orchestration Designer, the graphical development environment that offers a visual workflow creation environment.
Orchestration Designer eases+++ scripting and deployment especially for Green Field Sites. It is easy to learn and use, requiring few specialized skills. It provides an easy and fast environment to modify workflow to meet changing business requirements. Existing scripts can be imported into this tool and modified.
Avaya Aura Contact Center has a sophisticated multi-page printing capability so that graphical workflows can be archived as pdfs, distributed or printed out for review. This way OD helps importantly to streamline the approval of call flows by business owners.
Investment in Contact Center application development is 100% protected. Full support is provided for legacy text based scripting for customers upgrading from earlier Avaya NES Contact Center Releases or for customers who have chosen to continue development in the text based environment.
Orchestration Designer is also used to develop self service applications for the Avaya Experience Portal environment. In the image shown here, the Contact Center work flow module has been selected. 23 23 23 23

24. AACC Web Services Support
Features:
Administration: Query, add, remove and list agents and supervisors. Assign, remove skill sets to/from agents.
Open Queue: Both add and remove contacts of a specific type with the Contact Center
Campaign management : Add and remove contacts from an existing campaign
Open Network: Transfer calls and associated data between different nodes in a network
Communications Control Toolkit: Supports client development in Microsoft. NET, Java and thin-client technologies
Historical Statistics: Enables custom database queries to be run and the data returned via web service
Benefits:
Shorter development cycles saves time effort and money – no specialized telecoms knowledge required
Ease of integration between common business/CRM applications and contact center
Allows business process integration that is platform independent
Desktop
CRM
IVR
Reporting Database
WEB SERVICES
Avaya Aura CC 24

25. AACC 6.2 Overview

26. AACC 6.2 Overview Key Features
A unified, next generation contact center solution
AACC and Elite Integration
Single, unified agent desktop
Consolidated reporting across channels
Context-rich Collaboration
Avaya Aura Session Manager 6.1 with Avaya Aura Presence Services
Virtual Contact Center
Multi-site networking between AACC nodes
Avaya Aura Communication Manager, Avaya Session Manager and Avaya NES Communication Server 1000
Business Continuity
Industry leading resiliency and availability
Improve First Contact Resolution (FCR) Impact Agent Productivity
Reduce Total Cost of Ownership (TCO) via a Centralized Management Model
Reduce Total Cost of Ownership (TCO) with virtually zero downtime

27. AACC 6.2 Scalability and Supported Systems
Avaya Platform
Supported Releases
Concurrent Voice Agents
Concurrent Multimedia Agents
CC Elite Adjunct
3x,4x,5x,6x
Per Elite on CM release limit
3,000
Avaya Aura MBT
5.2.1
300
Avaya Aura
(CM Standalone)
1,000
Avaya Aura (with Session Manager)
SM 6.1,CM 6.0.1, AES 6.1
Avaya Aura ME
6.1
CS1000 SIP
5.x, 6.x,7.x
1,500
CS1000M AML
5.x, 6.x, 7.x
2,250
CS1000E AML
5.x, 6.x
3,350
7.x
5,000
2010 Avaya Inc. All rights reserved.

28. OS Platforms and Virtualization
Virtualization Lowers TCO
AACC Server OS Support
Windows Server 2008 R2 64 bit Enterprise & Standard Editions
Single Physical Server
Linux
Virtualized Server
CCMS
CCT
CCMA
CCMM
Win
2008
Win 2008
VMWare
vSphere
Client
Agent and Supervisor Client OS Support
Windows Vista Business SP1 (32-bit)
Windows Vista Enterprise SP1 (32-bit)
Windows XP Professional SP2 or later
Windows 7 (32 and 64 bit)
Windows Server 2008 R2 Standard Edition Windows Server 2008 R2 Enterprise Edition
Virtualization
VMWare vSphere 4.1
MS HyperV

29. AACC 6.X Server Requirements
Minimum (installing on existing infrastructure)
CCMS
CCMA
CCT
CCMM
NCC
AMS
CPU
Quad Xeon 2.8GHz
Quad Xeon 2.8GHz *
Dual Xeon 2.0GHz
Dual Quad Xeon 2.5GHz
No. Cores 4 2 8
RAM (GB)
Disk Type(s) and Speed (Min)
SCSI, SATA, SAS rpm
SCSI, SATA, SAS rpm
Minimum Disk Size (GB)
260 60 81
440 83
150
Network Interface
100MBit/s
Recommended (installing on new infrastructure)
CCMS , CCMA, CCT Co-Res
CCMM
NCC
AMS
CPU
Dual Six-Core Xeon 2.4GHz (or greater)
No. Cores 12
RAM (GB)
Disk Type(s) and Speed (Min)
SCSI, SATA, SAS rpm
SCSI, SATA, SAS rpm
Minimum Disk Size (GB)
500
1000
100
150
Network Interface
1000MBit/s
* Will support up to 600 MM Agents. For MM Agents, a Dual-Quad Xeon is required. ** 16-core server currently under evaluation with a view to replacing existing 8-core offering

30. AACC 6.2 – Agent Experience
Unified Agent Desktop
Ideal for those Call Center Elite customers who want to handle multimedia contacts
Blends Elite voice and AACC multimedia contacts at the desktop
Designed for Call Center Elite customers migrating from either Avaya Interaction Center (IC) and/or Avaya Contact Center Express (CCE) to Avaya Aura Contact Center Multimedia

31. Migration Steps – July 2011 Call Center Elite voice and AACC Multimedia
Unified CC Agent Desktop for Avaya Aura CC and Elite customers
Consolidated reporting between Avaya Aura CC Multimedia and CC Elite with Avaya IQ/ Perfromance Center
Service Provider Network
Call Center Elite
Avaya Communication Manager 31 31

32. AACC 6.2 – Management & Performance
Avaya IQ 5.2 unifies reporting for Call Center Elite voice and AACC multimedia channels
Supports reporting for multiple contact handling (multiplicity)
Can query by agent name
Currently AACC Voice contacts are not reporting in IQ; Leverage AACC reporting for AACC voice
Notes:
Reports on AACC multimedia channels only

33. AACC 6.2 Orchestration
Avaya Orchestration Designer 6.0 provides a common “Service Creation Environment” for:
Avaya Aura Contact Center 6.2
Avaya Aura Experience Portal 6.0
Create and manage contact center and self-service applications with a single workflow tool
Combines the best of Avaya NES SCE (Service Creation Environment) and Avaya Dialog Designer
Create workflows for Avaya Aura Contact Center
Create CCXML and VXML applications for Voice Portal (VP), Interactive Response (IR), Media Processing Server (MPS), Interactive Communication Portal (ICP) and/or Avaya Aura Experience Portal
Graphical Use Interface refresh of AACC 6.0 / 6.1 Service Creation Environment to adopt Orchestration Designer elements and icons
Compatible with AACC 6.0/6.1 Service Creation Environment and supports the same feature set, import capabilities and text editor
2010 Avaya Inc. All rights reserved.

34. AACC 6.2 – Workflow Enhancements
Service Level Workflow (SLW) based on Target Service Level
Service level target instrumental in workflow decisions
Goal: minimize callers experiencing wait times which exceed the targeted service level goal
Dynamic Agent/Skillset match based on Target Service Level
Reduces wait time by assigning “dynamic skillsets” to “reserve” agents
Reserve agents activated if skillset Expected Wait Time (EWT) exceeds the targeted service level
When EWT falls below the targeted service level goal, reserve agents released
Administrator selection of AACC EWT or Enhanced EWT
Introducing some Avaya Business Advocate features into AACC

35. Avaya Experience Portal Integration
New SIP based integration
AACC 6.2 supports integration with the following platforms
Avaya Voice Portal (AVP) 5.1+
Avaya Aura® Experience Portal (AAEP) 6.0
Supports AAEP front-end integration with AACC
Call lands on IVR first and is transferred into CC
Adds back-end integration (SIP-based AACC deployments only)
Call is controlled by AACC workflow (“Give IVR”)
Standards based – SIP and UUI.

36. Avaya Aura Contact Center 6.2 Presence Services
Agent Desktop with Integrated Presence Services
Use Customizable Expert Lists
Dynamic view for the user
Based on keyword analysis
Reach other agents or supervisors
Reach Non-CC Experts anywhere in the enterprise
Grater opportunity for first contact resolution
Target is new customers and CM/Elite customers who want to add AACC multimedia
Greater opportunity for first contact resolution 36
2010 Avaya Inc. All rights reserved. 36

37. Complete Contact History across Supported Media Types
AACC 6.2 – Contact History
Complete Contact History across Supported Media Types
AACC 6.1 provided contact history of all non-voice contacts
AACC 6.2 provides history for all contact types, including voice (AACC only)

38. AACC 6.2 – Agent Greeting Allows agents to pre-record greeting
Agents can record different greetings for each skillset to which they are assigned
Greetings automatically played at start of interaction; gives agent a moment to review customer information
Option to use different greetings for different times of the call-taking day (morning – afternoon – evening)
Default greetings for use if no skillset specific greeting has been recorded

39. AACC 6.2 – Multimedia Enhancements
Web Chat enhancements
Supervisor Web Chat Observe
Supervisor Web Chat Barge-In
Leverage Avaya Social Media Manager
Social Media is supported as an Contact
Display of contact type and sentiment
Agent interacts with Social Media site

40. AACC 6.2 – Offsite Agent Facilitate Engagement of Offsite Agents
No special equipment for agents needed
Once logged in, remote agents have access equivalent to an AACC on-site agent, fully under the control of management
Available with both CS1000 & Communication Manager
Avaya NES Communication Server 1000 AML:
Similar solution as for Avaya Aura Offsite Agent 6.0
Administration integrated into CCMA
Avaya Aura Communication Manager with SIP:
Agents can specify telephony modes (such as telecommuter)

41. AACC 6.2 – Virtualized Contact Center
Avaya Aura Contact Center
Multiple AACC instances are treated as a single virtual agent pool.
Maximizes enterprise service with unique agent reservation capability
Delivers scale, high availability, and geographic resource distribution
Avaya Aura Contact Center
Avaya Aura Contact Center
This means that any skillset can span multiple AACC nodes and leverage Network Skills Based Workflow (NSBW)
3000 agents per node,
Up to 30 nodes networked
Supported on Avaya CM and CS1000
Avaya Aura Contact Center
2010 Avaya Inc. All rights reserved.

42. AACC 6.2 – Virtualized CC across Call Servers
Communication Manager/ Session Manager
AACC#1
CS1000 AML
AACC#2
CS1000 SIP
Skill #1
Skill #2
Skill #4
Network Skillsets
Skill #3
Skill #5
Network Control Center (NCC)
AACC Administrator

43. AACC 6.2 High Availability
Switchover
Primary Server
Routing & Reporting
Multimedia
Screen pop
Secondary Server
Routing & Reporting
Multimedia
Screen pop
Real Time Shadowing
Application Switchover Options Automatic Hot Standby and manual switchover options for all core Avaya Aura® Contact Center application components.
Hot Standby, Zero-touch recovery Seamless, uninterrupted operation with agent login and ready state preserved
Support for Geo and Campus redundancy Business Continuity in Disaster scenarios
In AACC 6.2 the major enhancement is not OAM (agent details, skillsets etc.) database replication but instead
the replication of real time contacts, application/agent state in real time, SIP stack shadowing etc. In AACC
6.2, the Standby AACC node is a running application tracking the state of activity on the Active Node and ready
for contact processing in real time. All Real-time call/session state is synchronised to the AACC standby node
including full call model & SIP stack state for established callsAvaya Aura® Contact Center delivers a full hot-standby capability across all elements of the solution including routing and reporting, CTI and multi-media for the NES CS 1000 AML and SIP configurations and Communication Manager configurations with SIP, either through SES or the Avaya Aura® Session Manager, as well as the MBT Midsized Business Template.
+++Both Automatic Hot Standby and manual switchover options are supported for the core Avaya Aura Contact Center application components delivering seamless uninterrupted Contact Center operations.
Using manual switchovers, both operating system and application patches can be installed without any downtime.
Both Geographic and Campus redundancy configurations are supported to allow for Business Continuity in disaster scenarios.
In a Geographic redundancy scenario the primary and secondary server do not have to be installed in the same location and are connected through a Wide Area Network connection. In a Campus redundant installation, the two servers are connected through a Local Area Network connection.
Failover for the Session Manager based Communication Manager configuration is sub-second. For the MBT, CS 1000 and Communication Manager with SES setups the failover time is 3 minutes, while the failover time for the CS 1000 AML configuration is 30 seconds. 43

44. Redundancy & Resiliency Solutions with AACC 6.2
Official “Label”
Campus Solution Characteristics
Geo DR Solution Characteristics
CM w/
SM 6.1
AES 6.1
CS1000 (AML)
CM MBT MES CS1000 (SIP)
AACC MM Complement to CC Elite
Basic Software Resiliency
Continuous service process monitoring and maintenance
Mission Critical High Availability
2n, Automatic, Stateful failover; ~60ms media failover with AMS; 4-6 seconds for apps
“2n+1” configuration - Failover to Geo DR site manually re-started; OAM in sync, sessions must be re-established
Hot-Standby High Availability
2n, Automatic, Stateful failover; seconds for apps (except CallPilot and MM); CS1000 media preservation and ACD interim fallback
“1+1” Stretched Same IP and “1+1” Different IP – Auto-Failover to DR site (80ms RTD, Zero Packet Loss)
Warm Standby
2n, Automatic: OAM sync; Sessions must be re-established; 5-7 minute recovery
No Geo DR option
Don’t forget Avaya Data Solutions to increase the Robustness and Resiliency of the LAN and WAN

45. AACC Roadmap
Subject to Change

46. AACC Roadmap overview in 2012
Items under consideration – content subject to change
AACC Roadmap overview in 2012
Main focus on Portfolio integration
AACC and Elite supported on the same CM
UC Interop (CM 6.2, AES6.3)
Media Server Enhancement (SIP environment)
AMS Tones (Agent-facing media e.g. Force-Answer “Zip-Tone”)
Unified AACC/Proactive Outreach Manager inbound/outbound offer
POM supported in Converged Desktop (Elite with AACC-MM and AACC complete)
Unified Agent Activity reporting
Inbound/Outbound Agent Blending
Avaya Performance Center 7.0 integration
AACC voice to be integrated
WFO 11 integration
Click to show scorecard, schedule, eLearning , adherence
Multimedia Enhancement
Improved & Web Chat features (e.g. Form sharing and co-browsing)

47. AACC Roadmap overview in 2012 (cont.)
Items under consideration – content subject to change
AACC Roadmap overview in 2012 (cont.)
AAAD Converged Desktop Enhancements
POM included in AAAD/Converged Desktop
AAAD to implement next phase of One-X feature set
AAAD for Elite (without AACC)
Dynamic expert search
Free seating sign-on (hot desking)
Web Chat Enhancements
Web chat transfer to skillset
Web On-Hold Feature improvements
Co-Browsing / Follow-Me Navigation
Form-Sharing
Agent / Customer has Typing Notification
Optional disable of “Saving the Chat Log”
Optional enable saving the timestamp of individual Chat Messages
Social Media as a native AACC contact type
Microsoft Lync 2010 support

49. AACC 6.2 Platform Support Matrix
AACC 6.0 (July ‘10)
AACC (Nov ‘10)
AACC (June ‘11)
AACC 6.3 (2012)
CS1000 R5.0 (AML & SIP-NRS)
Yes
Yes 2
CS1000 R5.5 (AML & SIP-NRS)
CS1000 R6.0 (AML & SIP-NRS)
CS1000 R7.0 (AML & SIP-NRS)
CS1000 R7.5 (AML & SIP-NRS) No
CS1000 R7.5 (AML & SIP-SM)
CS1000 R7.7 (AML & SIP-SM) 1
In Planning
CM MBT (CM AES SES 5.2)
CM 5.2 (CM AES SES 5.2)
Aura 6.1 (CM AES SM 6.1)
ME 6.1 (CM AES SM 6.1)
Aura 6.2 (CM AES SM 6.2)
ME 6.2 (CM AES SM 6.2)
Aura 6.2 (CM AES SM 6.2)
ME 6.3 (CM AES SM 6.2 ) 1
Aura 7.0 (CM AES SM 7.0) 1
ME 7.0 (CM AES SM 7.0) 1
New Intersection
Notes:
Plan to support. Awaiting finalisation of schedule dates for the respective programmes.
Upgrade to later switch release required for certain AACC 6.3 features.

50. AACC 6.2 Product Alignment
AVP
AAEP PC
POM PS IQ
APC
ACCCM
CRQM
WFO
5.1
6.0
4.2
5.X
3.0
5.2
7.0
6.2
6.3
10.1
11.0
CS1000
5.0, 5.5 AML No
Yes
6.0 AML
7.0 AML
7.5 AML
7.7 AML *
5.0, 5.5 SIP
6.0 SIP
7.0 SIP
7.5 SIP
6.1
7.7 SIP * CM
5.2.1 MBT
Aura 6.1
ME 6.1
Aura/ME 6.2
Aura/ME 7.0*
New Intersection
* Will support post-GA. Dates still to be finalised.

51. AACC 6.2 Elite Adjunct Feature Support
New Configuration
Warm Standby
Hot Standby
Voice
Web Chat
IM & Presence (Routed IM)
IM & Presence (Point to Point IM)
Preview & Prog Outbound
Web Callback
SMM Interop
POM
Agent Capacity
OCS 2007
Lync 2010
Aura PS
Standalone
Yes No
3000
3.0, 4.0
5.2.1 MBT
300
5.2
Aura 6.1
ME 6.1
600
Aura 6.2
ME 6.2 / 6.3
Aura 7.0
ME 7.0
Features and reporting for each supported media type are as per the standard AACC.
Unified reporting for and Web Chat with Elite voice is delivered with IQ 5.2.
Unified administration (for AACC enabled Elite agents) can be done via ACCCM.
IC deployed on the same CM is not yet supported. Reviewing compatibility test requirements for the post-GA timeframe.

52. Adjunct Routing for CC Elite – Sample Call Flow
Incoming call lands on a call vector within Call Center Elite and collects customer entered digits or User-to-User Information (UUI).
Vector routes a call to AACC / Communication Control Toolkit (CCT) using an “Adjunct Route” command.
Sample CCT client application receives route request event and extracts caller entered digits, UUI, ANI (and/or CLID), etc.
Caller entered digits (or other call related data) are used to look up a database and retrieve customer reference, the reference is added to the call as UUI.
A “preferred skill supporting “more valued clients” could be retrieved from the database and attached to better handle the arriving ACD call.
The CCT client application routes the call to an Elite vector which in turn distributes the call to a staffed (logged-in) agent.
The Avaya Aura Agent Desktop (AAAD) receives the call and Screen-Pops based on the UUI data and customer reference.
Communication
Manager
Avaya Aura Agent Desktop
Caller
Application Enablement Services
CCT Run-Time Server
Adjunct Routing for CC Elite
(AACC Open Interface implementation)
Customized CCT .NET Adjunct Route Client
Customer Database
ODBC

53. Quick Definitions: AACC Core Modules
CCMS: Contact Center Manager Server
Core workflow engine and database
CCMA: Contact Center Manager Administration
IIS Web Server for administrator and supervisor user interface
CCT: Communication Control Toolkit
“Context & Control” run-time engine; Includes developer SDK
Utilizes “CMF” – Contact Management Framework – a series of web services to talk to other modules
CCMM: Contact Center Multimedia Manager
Portal for interface to external (non- voice) contact types and coarse management of those contacts ( word spotting, Outbound campaigns, OpenQueue)
AMS: Avaya Media Server
SIP and web-services based conference resource from IMS architecture
AAAD: Avaya Aura Agent Desktop
Agent interface for session control
OD: Orchestration Designer
Common service definition tool for AACC and AAEP
Unified Communications Infrastructure:
CM w/SM, SES;
CS1000 (AML or SIP)