Avaya Aura Contact Center Overview and Specification
Avaya Aura Contact Center Overview and Specification
Avaya Aura Contact Center Overview and Specification
and Specification
Release 7.0
Issue 01.02
March 2016
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Contents
®
Upgrade to Avaya one-X Agent Release 2.5.5 in Agent Desktop....................................... 31
Web Services security enhancements............................................................................... 31
Not supported in this release.................................................................................................. 32
Agent Greeting is no longer supported with Avaya Communication Server 1000................... 32
®
Avaya Aura Call Center Elite integration is no longer supported......................................... 32
®
Avaya Aura Contact Center Hardware Appliance no longer available................................. 33
®
Avaya Aura Contact Center no longer supports AMD processors....................................... 33
®
Avaya Aura Contact Center OVA file no longer available................................................... 33
®
Avaya Aura Midsize Business Template is no longer supported......................................... 33
®
Avaya Aura SIP Enablement Services is no longer supported........................................... 33
®
Avaya Aura Unified Communications Release 5.2 and 6.1 are no longer supported............ 33
Avaya IQ is no longer supported....................................................................................... 34
Avaya Remote Agent Observe is no longer supported........................................................ 34
Avaya Voice Portal integration is no longer supported........................................................ 34
Knowledge Worker server type no longer supported........................................................... 34
Microsoft Exchange Server supported versions ................................................................. 34
Microsoft Internet Explorer releases no longer supported.................................................... 35
Microsoft Office Communications Server integration is no longer supported......................... 35
Microsoft Windows Server 2008 is no longer supported...................................................... 35
Microsoft Windows XP and Windows Vista are no longer supported.................................... 35
Multimedia Complement for Elite server type no longer supported....................................... 35
No Switch Configured Multimedia Only server type is no longer supported........................... 36
Offsite Agent is no longer supported on the Avaya Communication Server 1000 platform...... 36
Secure Sockets Layer communications is no longer supported........................................... 36
Security Framework server type no longer supported......................................................... 36
SER Predictive Outbound no longer supported.................................................................. 36
SIP-enabled CS1000 integration is no longer supported..................................................... 37
Part 1: Overview................................................................................................................. 38
®
Chapter 3: Avaya Aura Contact Center feature description....................................... 39
Contact Center components............................................................................................. 41
Contact Center client components.................................................................................... 41
Installation configurations................................................................................................. 42
Server types and server specifications overview................................................................ 44
®
Installation configurations for Avaya Aura Unified Communications platform....................... 45
®
Supported Avaya Aura Media Server and Avaya WebLM deployment options.................... 46
Installation configurations for Avaya Communication Server 1000 platform.......................... 47
®
Avaya Aura Contact Center Software Appliance deployment option................................... 47
®
Avaya Aura Contact Center domain and workgroup support.............................................. 48
®
Avaya Aura Contact Center firewall considerations........................................................... 49
Installation process.......................................................................................................... 50
Common utilities.............................................................................................................. 50
Avaya Contact Center Update Manager...................................................................... 50
System Control and Monitor Utility.............................................................................. 50
Components............................................................................................................. 74
Operations performed with Contact Center Manager Administration.................................... 75
Control access to configuration components................................................................ 75
Perform off-line configuration...................................................................................... 76
Manage users and skillsets for users.......................................................................... 76
Create script or flow applications................................................................................ 76
Report real-time data................................................................................................. 77
Review real-time reports in Agent Desktop Display...................................................... 77
Report historical data................................................................................................. 78
Configure emergency support for agents..................................................................... 79
Monitor configuration changes.................................................................................... 79
Create outbound campaigns...................................................................................... 79
Prompt Management ................................................................................................ 80
Optional tools.................................................................................................................. 80
Data extraction.......................................................................................................... 80
Logon warning message............................................................................................ 80
Chapter 8: Contact Center Server Utility........................................................................ 81
Installation options........................................................................................................... 81
Components............................................................................................................. 81
Operations performed on the server.................................................................................. 82
Monitor and maintain user permissions....................................................................... 82
Configure access classes........................................................................................... 82
Reset passwords....................................................................................................... 83
Monitor system configuration settings and performance................................................ 83
Manage alarms and events........................................................................................ 84
Chapter 9: Communication Control Toolkit................................................................... 86
Installation options........................................................................................................... 87
Components................................................................................................................... 87
Operations performed on the server.................................................................................. 87
Monitor call data........................................................................................................ 88
Configure resources.................................................................................................. 88
Communication Control Toolkit API................................................................................... 90
Chapter 10: Contact Center Multimedia.......................................................................... 92
Installation options........................................................................................................... 92
Default users............................................................................................................. 93
Folder structure......................................................................................................... 93
Components............................................................................................................. 93
Contact Center Multimedia components...................................................................... 94
Operations performed on the server.................................................................................. 97
Configure email settings............................................................................................. 98
Configure IM settings................................................................................................. 99
Configure Web communications settings................................................................... 100
Configure outbound settings..................................................................................... 100
Introduction
This document provides a technical description of Avaya Aura® Contact Center. This document
describes the product features, specifications, licensing, and interoperability with other supported
products.
Purpose
Intended audience
Documentation
The following table lists the documents related to Avaya Aura® Contact Center. Download the
documents from the Avaya Support website at http://support.avaya.com.
Title Use this document to: Audience
Overview
Avaya Aura® Contact Center This document contains technical Customers and sales,
Overview and Specification details you need to set up your Contact services, and support
Center suite. The document contains personnel
the background information you need to
plan and engineer your system (server
preparation information, routing
options, licensing configurations, and
hardware configuration). The document
also contains background information
you require to install all software
components that are part of and work
with Contact Center. General
Related resources
Training
Support
Go to the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.
The following sections describe the changes in Avaya Aura® Contact Center Release 7.0.
• Feature changes on page 23
• Not supported in this release on page 32
Feature changes
See the following sections for information about feature changes.
directly with Avaya Aura® Media Server Release 7.7 using Media Server Markup Language (MSML)
based communication.
Avaya Aura® Contact Center and Avaya Aura® Media Server use MSML to control how Route Point
calls are anchored and treated. Avaya Aura® Contact Center also uses MSML to control Route Point
call features such as Agent Greeting, Barge-in, Observe, Zip Tone, and Whisper Skillset
announcements.
In Contact Center Manager Administration (CCMA) Media Services and Routes configuration,
Avaya Aura® Media Server Release 7.7 instances now provide a new MSML-based service type
named ACC_APP_ID. This new ACC_APP_ID service type replaces the CONF service type
provided by Avaya Media Server Release 7.6.
The following features, previously configured in Avaya Media Server Element Manager, are now
configured in Contact Center Manager Administration (CCMA).
• Barge-in tone
• Observation tone
• Call Force Answer Zip tone
• Custom Zip tones
• Whisper Skillset announcement
Enable or disable Barge-in and Observation tones in CCMA Global Settings.
Upload the tone and announcement .WAV files in CCMA Prompt Management.
Configure Call Force Answer Zip Tone and Whisper Skillset in CCMA Call Presentation Classes —
Prompt On Answer.
Avaya Aura® Media Server supports only the following deployment options:
• Co-resident with Avaya Aura® Contact Center on a Windows Server 2012 R2 server
• Standalone on a Red Hat Enterprise Linux 6.x 64–bit server
Avaya Aura® Media Server is also available as an Open Virtual Appliance (OVA) package. You can
use this OVA file to create an Avaya Aura® Media Server virtual appliance on a VMware host.
Virtualized Avaya Aura® Media Server supports High Availability (HA).
certificate store containing a signed server certificate and root certificate from your Certificate
Authority (CA).
In Contact Center Release 7.0 contains a setting that implements password aging for Contact
Center Manager Administration (CCMA).
By default the password aging feature is disabled. If administrators enable the password aging
feature, by default the maximum password age is set to 30 days. Users must change the passwords
for CCMA when the maximum password age is reached. Administrators can configure the maximum
password age for CCMA using the CCMA Security Settings dialog.
Avaya Aura® Contact Center Release 7.0 supports integration with Avaya Aura® Unified
Communications (UC) Release 6.2 FP4 and Release 7.0.
Avaya Aura® Contact Center Release 7.0 supports integration with Avaya Aura® Solution for Midsize
Enterprise Release 6.2 FP4 and Release 7.0.
This section describes Avaya Aura® Contact Center Release 7.0 features, components, servers,
and solutions.
Avaya Aura® Contact Center supports the following platforms and solution types:
• SIP-enabled Avaya Aura® Unified Communications platform.
• AML-based Avaya Communication Server 1000. Application Module Link (AML) is an internal
protocol used by Avaya Aura® Contact Center to communicate directly with Avaya
Communication Server 1000 (CS 1000).
Avaya Aura® Contact Center features the following server types:
Voice and Multimedia Contact Server — Install this server to provide context sensitive and skill-
based routing for customer voice and multimedia contacts. This server provides routed contact
support for email messages, web communications, voice mail messages, scanned documents, fax
messages, and SMS text messages. Each SIP-enabled Voice and Multimedia Contact Server
requires one or more Avaya Aura® Media Servers in the contact center solution. Avaya Aura® Media
Server supports SIP-enabled voice contact routing, and it provides conference and Agent Greeting
capabilities in SIP-enabled contact centers. A Voice and Multimedia Contact Server has the
following components:
• Contact Center Manager Server
• Contact Center License Manager
• Contact Center Manager Server Utility
• Contact Center Manager Administration
• Communication Control Toolkit
• Contact Center Multimedia
• Optional Avaya Aura® Media Server Windows version (only in SIP-enabled solutions)
In a small to medium solution using a Voice and Multimedia Contact Server, agents download and
install Agent Desktop software from the Voice and Multimedia Contact Server.
Voice Contact Server Only — Install this server to provide context sensitive and skill-based routing
for customer voice contacts. Each SIP-enabled Voice Contact Server requires one or more Avaya
Aura® Media Servers in the contact center solution. Avaya Aura® Media Server supports SIP-
enabled voice contact routing, and it provides conference and Agent Greeting capabilities in SIP-
enabled contact centers. A Voice Contact Server has the following components:
• Contact Center Manager Server
• Contact Center License Manager
• Contact Center Manager Server Utility
• Contact Center Manager Administration
• Communication Control Toolkit
In a solution where agents use Agent Desktop to log on and handle customer calls, each Voice
Contact Server requires one Multimedia Contact Server. In a SIP-enabled voice contact center
solution, agents must use Agent Desktop to log on and handle customer calls. Therefore each SIP-
enabled voice solution using a Voice Contact Server also requires one Multimedia Contact Server.
In an Avaya Communication Server 1000 AML-based voice-only solution, where agents use Agent
Desktop to log on and handle customer calls, each Voice Contact Server requires one Multimedia
Contact Server. In an Avaya Communication Server 1000 AML-based voice-only solution, where
agents use their desk phones to log on and handle customer calls, and where the agents do not use
Agent Desktop, a Multimedia Contact Server is not required.
Multimedia Contact Server Only — Install this server to increase the number of contact center
agents in your enterprise solution. When installed, this server provides the multimedia contact
processing capabilities, and the Voice Contact Server processes only voice contacts. In a solution
using a Multimedia Contact Server, agents download and install Agent Desktop software from the
Multimedia Contact Server. Administrators configure Agent Desktop features and functions using
the CCMM Administration utility installed on the Multimedia Contact Server.
A Multimedia Contact Server has the following components:
• Contact Center Multimedia (CCMM)
Network Control Center Server Only — Install this server to add networking, network skill-based
routing, and consolidated reporting support for a number of Voice and Multimedia Contact Servers
operating as a single distributed contact center. Use this server to configure contact routing between
the Voice and Multimedia Contact Server nodes of a distributed contact center solution. A Network
Control Center Server has the following components:
• Contact Center Manager Server
• Contact Center License Manager
• Contact Center Manager Administration
Avaya Aura® Media Server on Linux — Install this server to provide additional media processing
capabilities, and to support Avaya Aura® Media Server High Availability. Avaya Aura® Media Server
supports SIP-enabled voice contact routing, and it provides conference and Agent Greeting
capabilities in SIP-enabled contact centers. Avaya Aura® Media Server High Availability is not
supported on the Windows operating system. Each SIP-enabled Contact Center requires one or
more Avaya Aura® Media Servers. For small to medium contact centers without High Availability,
choose a server type with co-resident Avaya Aura® Media Server for Windows. For large contact
centers, or contact centers requiring High Availability, install one or more standalone Avaya Aura®
Media Server Linux-based servers.
Installation configurations
The Avaya Aura® Contact Center DVD installer supports a range of server types. Each server type
installs a combination of Avaya Aura® Contact Center components suitable for a specific contact
center function.
The following table lists the server types supported by each voice platform:
Voice platform Server type Components
®
SIP-enabled Avaya Aura Voice and Multimedia Contact • Contact Center Manager Server
Unified Communications Server without Avaya Aura®
• Contact Center License Manager
platform Media Server
• Contact Center Manager Server Utility
• Contact Center Manager Administration
• Communication Control Toolkit
• Contact Center Multimedia
Voice and Multimedia Contact • Contact Center Manager Server
Server with Avaya Aura®
• Contact Center License Manager
Media Server
• Contact Center Manager Server Utility
• Contact Center Manager Administration
• Communication Control Toolkit
• Contact Center Multimedia
• Avaya Aura® Media Server Windows
version
Voice Contact Server Only • Contact Center Manager Server
• Contact Center License Manager
• Contact Center Manager Server Utility
• Contact Center Manager Administration
• Communication Control Toolkit
Multimedia Contact Server • Contact Center Multimedia
Only
Avaya Aura® Media Server on • Avaya Aura® Media Server on Linux
Linux
AML-based Avaya Voice and Multimedia Contact • Contact Center Manager Server
Communication Server 1000 Server
• Contact Center License Manager
• Contact Center Manager Server Utility
• Contact Center Manager Administration
• Communication Control Toolkit
• Contact Center Multimedia
Select the server types appropriate for your voice platform, required features, and required
maximum agent count. To use Avaya Aura® Contact Center High Availability, you must install
additional Contact Center servers.
Each Avaya Aura® Contact Center server type requires one server. Avaya Aura® Contact Center
server types are not supported co-resident with each other on the same server.
Table 2: Supported Avaya Aura® Media Server and Avaya WebLM deployment options
Server type Platform Support Avaya Aura® Media Server Avaya WebLM
Physical Support Co- Physica Virtual Local Remote
or virtual ed resident l Linux Linux Physical Virtual
on VMware OVA
Window
s
Voice and Physical Yes Yes No No Yes No No
Multimedia VMware No N/A N/A N/A N/A N/A N/A
Contact Server
with Avaya Aura® Hyper-V No N/A N/A N/A N/A N/A N/A
Media Server
Voice and Physical Yes No Yes Yes Yes Yes Yes
Multimedia VMware Yes No Yes Yes Yes Yes Yes
Contact Server
without Avaya Hyper-V Yes No Yes No Yes Yes Yes
Aura® Media
Server
Voice Contact Physical Yes No Yes Yes Yes Yes Yes
Server Only VMware Yes No Yes Yes Yes Yes Yes
Hyper-V Yes No Yes No Yes Yes Yes
Multimedia Physical Yes N/A N/A N/A N/A N/A N/A
Contact Server VMware Yes N/A N/A N/A N/A N/A N/A
Only
Hyper-V Yes N/A N/A N/A N/A N/A N/A
Network Control Physical Yes N/A N/A N/A Yes Yes Yes
Center Server VMware Yes N/A N/A N/A Yes Yes Yes
Hyper-V Yes N/A N/A N/A Yes Yes Yes
• The Multimedia Contact Server obtains licenses from the Voice Contact Server. The Voice
Contact Server obtains licenses from the co-resident Avaya WebLM or a remote Avaya
WebLM.
• Avaya Aura® Contact Center High Availability supports only co-resident Avaya WebLM.
AML-based Avaya Aura® Contact Center does not require or use Avaya Aura® Media Server or
Avaya WebLM.
host. A virtual appliance contains a preinstalled, preconfigured operating system and an application
stack optimized to provide a specific set of services. The Avaya Aura® Media Server and Avaya
WebLM OVAs are prepackaged and ready for deployment.
For the Avaya Aura® Contact Center virtual machine, you build a suitably specified virtual machine
and then install Voice and Multimedia Contact Server without Avaya Aura® Media Server software
from the Avaya Aura® Contact Center DVD or ISO image.
If you plan to apply a corporate or custom group policy to the Avaya Aura® Contact Center (AACC)
servers and solution, you must first perform the following:
• Understand the AACC services, ports, and user account requirements as specified by the
AACC firewall. For more information, see Microsoft Windows Firewall and Advanced Security
on your AACC server to view the inbound/outbound rules.
• Understand the AACC network ports and transport types. For more information, see the Avaya
Aura® Contact Center Port Matrix document available at http://support.avaya.com.
• Design or modify your group policy to accommodate these existing AACC services, ports, user
accounts, and transport type requirements.
• Domain group policies and security policies can be configured to automate MS Windows
updates, server backups, and password expiry rules for local users. These automated features
are not supported by AACC. If your group policies or security policies implement these
automated features, place the AACC servers in an Active Directory organizational unit (OU)
container that protects the servers from these automated features.
• During Avaya Aura® Contact Center commissioning or during a maintenance window, apply
and test your group policy. Ensure Avaya Aura® Contact Center call control, administration and
maintenance capabilities are preserved. Do not apply an untested group policy to an Avaya
Aura® Contact Center production environment. If necessary, modify your group policy to
preserve Avaya Aura® Contact Center functionality.
• After successful testing, place AACC back into production, and continue to monitor the contact
center for adverse side effects of your group policy.
For more information about the Avaya Aura® Contact Center firewall policy and compatibility with
corporate domain group policies, see Avaya Aura Contact Center Security.
Avaya Aura® Contact Center server applications (CCMS, CCMA, CCT, CCMM, and LM) do not
support Dynamic Host Configuration Protocol (DHCP). All Avaya Aura® Contact Center servers
must have a static IP address. Avaya Agent Desktop client computers support both DHCP and static
IP addresses.
Installation process
To check whether a proposed server meets the basic requirements for Platform Vendor
Independence, the Contact Center Installer runs a Platform Vendor Independence utility before the
software is installed. The Platform Vendor Independence utility generates warnings and suggestions
when the proposed server does not satisfy the minimum requirements.
If major problems are detected, the Platform Vendor Independence utility reports a Fail message.
The installation cannot proceed until you fix the problems.
The Platform Vendor Independence utility is included in the Contact Center product installation
DVD. The utility runs automatically before the software is installed to verify the system.
Common utilities
Avaya Aura® Contact Center includes the following common utilities:
• Avaya Contact Center Update Manager on page 50
• System Control and Monitor Utility on page 50
• Contact Center Process Monitor on page 51
• Database Maintenance on page 51
• High Availability on page 52
• Grace Period Reset on page 52
• Trace Control Utility on page 52
• Automated Log Archiver on page 52
Database Maintenance
The Contact Center Manager Server, Contact Center Manager Administration, Communication
Control Toolkit, and Contact Center Multimedia have a common backup and restore utility.
Use this utility to perform the following functions on the Contact Center Manager Server, Contact
Center Manager Administration, Communication Control Toolkit, or Contact Center Multimedia
databases:
• create a backup location on a network drive
• perform an immediate backup
• perform a scheduled backup
• restore the database
• migrate the database to Avaya Aura® Contact Center Release 7.0
You can backup the Contact Center Manager Database, the Contact Center Manager
Administration database, the Communication Control Toolkit database, the Contact Center
Multimedia database, or the database configuration for backup locations, redundancy paths and
schedule information (named ADMIN in the backup utility).
Scheduled backups can occur weekly, monthly, or daily. If two backups are arranged to start at the
same time, the larger timeframe backup occurs first. For example, if you have a weekly and a daily
backup scheduled at the same time, the weekly backup is performed first, and followed immediately
by the daily backup.
When scheduling backups, ensure you configure the backup locations so that separate backup
locations are created for each backup. If only one backup location is reserved, all backups are
stored in the single location. You can choose the backup location for each scheduled backup.
A database restoration always restores the most recent backup. To restore one of the older
backups, you must manually copy files from the old backup to the current location.
High Availability
The High Availability utility provides an interface to configure the modes of each server, IP
addresses for each server, notification settings, and settings of the active and standby servers. It is
also used to configure and confirm switchovers between the active and standby servers.
For more information, see High Availability fundamentals on page 133.
To prevent over-writing or accidental deletion of log files, the Log archiver can archive or store the
log files to a common location.
The Automated Log Archiver uses one of two options to archive files:
• Automatic archiving that is always active when the Contact Center Log Archiver service runs
on the server.
• The user initiates manual archiving using the Log Archiver utility. All monitored log files are
copied to a .zip file.
When you add a watched event manually, you can configure several options to see triggered events
(renaming, creating, changing) and the action options (archive the file, archive all files in the
directory, or archive the files that match the pattern). You can use wildcard characters to match the
log files to monitor.
Use the archiver settings to choose where the archive is to be placed and how much free space you
need to configure for the archive on your server.
All Avaya Aura® Contact Center minor releases use patching as the upgrade method. It is important
to download and read the patch Release Notes for additional instructions to successfully upgrade
Avaya Aura® Contact Center.
For a migration, you install a new Microsoft Windows 2012 R2 server with a fresh version of Contact
Center Release 7.0 and import the data from a previous Contact Center server.
The following steps describe the migration process.
1. Backup the database from the existing version of Contact Center to a network location.
2. Install Avaya Aura® Contact Center Release 7.0 on a new Windows 2012 R2 server.
3. Restore the old Contact Center databases to the new Avaya Aura® Contact Center Release
7.0 server, converting the old databases where necessary.
4. Commission Avaya Aura® Contact Center Release 7.0.
The Contact Center migration procedure requires that you migrate all existing co-resident
applications at the same time.
The following contact center components and servers can migrate to a Voice Contact Server:
• Migrate data from an existing Release 6.x co-resident server with Contact Center Manager
Server, Contact Center Manager Administration, and Communication Control Toolkit to a new
Avaya Aura® Contact Center Voice Contact Server Release 7.0.
• Migrate data from an existing Release 6.x Contact Center Manager Server server, Contact
Center Manager Administration server, and Communication Control Toolkit server to one new
Avaya Aura® Contact Center Voice Contact Server Release 7.0.
• Migrate data from Avaya NES Contact Center 6.0 or 7.0 to one new Release 7.0 Voice Contact
Server.
• Migrate a Release 7.0 Avaya Aura® Contact Center Voice Contact Server to a new server. For
example, to move Voice Contact Server software from one server to a new larger and faster
server.
The following contact center components and servers can migrate to a Multimedia Contact Server:
• Migrate data from an existing Release 6.x Contact Center Multimedia server to one new Avaya
Aura® Contact Center Multimedia Contact Server Release 7.0.
• Migrate data from Avaya NES Contact Center 6.0 or 7.0 to one new Multimedia Contact Server
Release 7.0.
• Migrate a Release 7.0 Avaya Aura® Contact Center Multimedia Contact Server to a new
server. For example, to move Multimedia Contact Server software from one server to a new
larger and faster server.
The following contact center components and servers can migrate to a Voice and Multimedia
Contact Server with Avaya Aura® Media Server:
• Migrate data from an existing Release 6.x single-server with Contact Center Manager Server,
Contact Center Manager Administration, Communication Control Toolkit, Contact Center
Multimedia and Avaya Aura® Media Server to a new Avaya Aura® Contact Center Voice and
Multimedia Contact Server with Avaya Aura® Media Server Release 7.0.
• Migrate data from an existing Release 6.x Contact Center Manager Server server, Contact
Center Manager Administration server, Communication Control Toolkit server, Contact Center
Multimedia server, and Avaya Aura® Media Server server to one new Avaya Aura® Contact
Center Voice and Multimedia Contact Server with Avaya Aura® Media Server Release 7.0.
• Migrate a Release 7.0 Avaya Aura® Contact Center Voice and Multimedia Contact Server with
Avaya Aura® Media Server to a new server. For example, to move Voice and Multimedia
Contact Server with Avaya Aura® Media Server software from one server to a new larger and
faster server.
The following contact center components or servers can migrate to an Avaya Aura® Contact Center
Network Control Center Server:
• Migrate data from an existing Network Control Center Server to a new Avaya Aura® Contact
Center Network Control Center Server.
• Migrate data from an Avaya NES Contact Center 6.0 or 7.0 Network Control Center server to
an Avaya Aura® Contact Center Network Control Center Server.
• Migrate a Release 7.0 Avaya Aura® Contact Center Network Control Center Server to a new
server. For example, to move Network Control Center Server software from one server to a
new larger and faster server.
The following Avaya Aura® Media Server migrations are supported:
• Avaya Aura® Media Server on Windows to Avaya Aura® Media Server on Windows
• Avaya Aura® Media Server on Linux to Avaya Aura® Media Server on Linux
Migrating Avaya Aura® Media Server from Windows to Linux is not supported. Migrating Avaya
Aura® Media Server from Linux to Windows is not supported. Replacing an Avaya Aura® Media
Server Windows server with an Avaya Aura® Media Server Linux server is supported.
Migrating Avaya Aura® Contact Center from an Avaya Communication Server 1000 platform to an
Avaya Aura® Unified Communications platform is supported.
Migrating a SIP-enabled Avaya Aura® Contact Center on an Avaya Communication Server 1000 to
a SIP-enabled Avaya Aura® Contact Center on an Avaya Aura® Unified Communications platform is
supported.
Migrating Avaya Aura® Contact Center from Avaya Aura® Unified Communications platform to
Avaya Communication Server 1000 is not supported.
Important:
If you use Avaya NES Contact Center Predictive Dialer, you must contact Avaya to review your
migration options. Avaya NES Contact Center Predictive Dialer is end of sale since February
2011. There is no technical upgrade path to Avaya Aura® Contact Center. Outbound dialer
options with Avaya Aura® Contact Center include Avaya Proactive Contact and Avaya Proactive
Outreach Manager.
Important:
When you migrate configuration information from the old server to the new server, do not run
the two application servers simultaneously. Both applications are configured the same, so they
attempt to access and control the same resources. Continuing to run the old applications in the
Contact Center can result in unpredictable behavior.
successful authentication, the primary security server redirects the original logon request to CCMA
with an authentication header. CCMA logs on the CCMA client.
Contact Center supports SSO only using the Avaya Aura® System Manager of the PABX with which
Contact Center integrates. This can be the System Manager of either an Avaya Aura®
Communication Manager PABX or an Avaya Communication Server 1000 PABX. Contact Center
supports only System Manager R6.3 or R7.0 as a primary security server.
You can no longer install a standalone Security Framework server from the Contact Center DVD.
You cannot upgrade deployments that use Unified Communications Management (UCM) or Security
Framework server as the primary security server. If you are migrating from an earlier version of
Contact Center that uses one of these deployments, you must re-configure SSO to use System
Manager as the primary security server.
SSO minimizes the necessity for end users to provide the same log on credentials multiple times.
SSO using the desktop logon is supported, minimizing the need to authenticate after logging on to
the desktop. If you plan to use a single security domain for SSO for multiple applications in your
network, you must configure all relevant applications to access the primary security server.
1. A CCMA client requests the log on page, but the request does not have an authentication header.
2. The single sign-on handler redirects the client to the primary security server, System Manager.
3. System Manager serves a log on page to the CCMA client.
4. The CCMA client user provides their log on credentials.
5. System Manager sends the user credentials to External Authentication.
6. If the user credentials are correct, System Manager redirects the client to the CCMA IIS instance
with the authentication header.
7. CCMA logs on the user and all subsequent requests for this session use the authentication
header.
Avaya Aura® Contact Center provides several routing options that depend on the server
configuration, voice platform, and licensing.
ACD routing
An administrator can assign a default Automatic Call Distribution (ACD) Queue to an agent. This
default ACD Queue is delivered to the switch during agent logon.
The administrator controls moving agents of similar skillsets to the same ACD Queue so that during
the default behavior of the switch, agents of similar skillsets receive relevant calls. This feature is
supported only on the Avaya Communication Server 1000 (Avaya CS1000) switch platform.
Network ACDN routing works with two Avaya CS1000 switch platforms. The originating server
instructs the switch to route the call to the destination site. The originating server provides the
configurable dialable DN at which the destination site can be reached. The dialable DN used to
route NSBR calls to a destination site must be a CDN configured as a Network CDN on the
destination Contact Center Manager Server. The telephony switch uses NACD (the dialing plan) to
send the call to the dialable DN at the target site.
Skill-based routing
Contact Center offers the Contact Center Manager Server to provide routing for voice or multimedia
contacts that best meets the needs of both the Contact Center and customers.
The skill-based routing capabilities of Contact Center provide efficient contact handling and
maximum use of Contact Center resources by presenting contacts to appropriately skilled agents.
A skillset is a label applied to a collection of abilities or knowledge required to process a request,
such as language preference, product knowledge, or department knowledge.
In skill-based routing, agents are assigned skillsets, and contacts are presented to available agents
who have the skillset to serve the customer request.
Skill-based routing is accomplished using a default or custom-made application you create in the
Orchestration Designer (OD).
Multiple skillsets
Contacts that simultaneously queue to more than one skillset, are removed from a queue if the call
remains unanswered for a specified period of time, or are retrieved from an agent's ringing
telephone and queued to another skillset. All options increase the chance of inquiries being
answered quickly while maintaining the contact center effectiveness by looking for only appropriately
skilled agents.
Open Queue
Open Queue is a licensed feature on Contact Center Manager Server. The primary use of Open
Queue is to enable the multimedia Contact Center to receive email messages, Web
communications, and instant message contacts, and to send outbound contacts to customers. If you
install Contact Center Multimedia, you must enable the Open Queue feature for Contact Center
Multimedia/Outbound to route, create, read, and delete the multimedia contacts in Contact Center
Manager Server.
The multimedia contacts with Open Queue are handled as voice contacts. They are routed to
agents by using the skillset routing features traditionally associated with voice contacts.
The Open Queue feature provides a generic mechanism for third-party software applications to
provide access to Contact Center queueing, routing, and reporting for contacts in an integrated
manner. The contact management programming interface is Java API. Third-party applications are
built with Java libraries supplied by Avaya. The Open Queue specification for contacts supports
create, read, and delete operations for contacts. Open Queue also supports a collection of intrinsics
associated with the contacts, accesses the values in the intrinsics and uses them to make routing
decisions.
The Open Queue feature works with agent licensing to give agents contact handling capability to
match the type of contact. Contact Center Multimedia provides a desktop that is integrated with
Communication Control Toolkit and that supports multiple contact types. These contact types are
configured in Contact Center Manager Server and assigned to agents using Contact Center
Manager Administration. For third-party applications, the agent interaction with Open Queue
contacts occur through the Communication Control Toolkit, which delivers events relating to Open
Queue contacts to desktop applications. Open Queue also delivers contact-control commands (such
as answer and close actions), initiated by desktop applications to Contact Center Manager Server
contact processing components.
Destination sites
A Contact Center Manager network can contain 30 destination sites. However, calls can queue to a
maximum of 20 sites.
You can choose a destination site for NSBR using one of the following options:
• First back—The server routes the voice contact to the first site from which it receives an agent
available notification. Because the server does not wait for confirmation from slower sites, but
queues voice contacts to the site that responds most quickly, contacts are answered more
quickly with this method.
• Longest idle agent—The server waits a configured amount of time. During this time, the server
examines the agent availability received from the other sites to identify the available agents
with the highest priority for the skillset, and to determine which of these high-priority agents is
idle for the longest time. The server then routes the voice contact to the site with the longest
idle agent. This method helps distribute contact load across the network.
• Average speed of answer—The server waits a configured amount of time. During this time, the
server examines the agent availability received from the other sites to identify the available
agents with the highest priority for the skillset and to determine which of these agents with the
fastest average speed of answer for the skillset is at the site. The server then routes the voice
contact to the site with the fastest average speed of answer. This method distributes contacts
for a skillset to the most efficient sites in the network.
Contact Center Manager Server is the core Contact Center component that provides the intelligent
routing capability for voice and (if licensed) multimedia contacts to the most qualified agent. The
most qualified agent is the agent with the appropriate skills and abilities to handle the type of
contact. Rules for contact treatment (what happens while the customer waits for a response) and
routing (the contact response) can be simple or complex.
The Contact Center Manager Server connects to one of the supported switch types:
• SIP-enabled Avaya Aura® Unified Communications platform
• AML-based Avaya Communication Server 1000
Installation options
The following Avaya Aura® Contact Center server types include a nodal Contact Center Manager
Server:
• Voice and Multimedia Contact Server
• Voice Contact Server Only
Each Avaya Aura® Contact Center solution must include one of these server types, therefore every
solution contains a nodal Contact Center Manager Server. Contact Center Manager Server is also a
component of the Network Control Center Server Only server type.
Components
Contact Center Manager Server has functions distributed among various components:
• Server software—The server software manages functions such as the logic for contact
processing, contact treatment, contact handling, contact presentation, and the accumulation of
data into historical and real-time databases.
For more information about the following CCMS utilities, see Avaya Aura® Contact Center
Server Administration:
- Database Integration Wizard—A connection between the data within Contact Center
Manager Server and an external host database.
- Feature Report—Easy access to the system attributes of the Contact Center Manager
Server such as customer name and company name.
- Multicast Address and Port Configuration—Change the default data for the optional Real-
Time Statistics Multicast (RSM) feature.
- Multicast Stream Control—Modify the settings for the applications that require real-time
statistics to be turned on manually.
- Server Configuration—Modify or update information from the initial Contact Center Manager
Server information.
- Configuration utility—This interface runs through the Command line prompt only. Use the
Configuration utility (nbconfig) to configure local machine settings for Contact Center
Manager Server.
• CCMS database—The CCMS database is a Caché database that you configure by using the
Contact Center Manager Administration application. The CCMS database stores applications
for routing contacts, agents, supervisors, skillsets, and all related assignments, Control
Directory Numbers (CDNs), and Dialed Number Identification Service (DNISs).
• Common server utilities—The utilities that are common to all servers in the Contact Center that
provide basic monitoring of the software and switch statuses. The common server utilities
include the Avaya Contact Center Update Manager, Log Archiver, Process Monitor, System
Control and Monitor Utility, and Trace Control.
• Common database utilities—The utilities that are common to all servers in the Contact Center
related to database functionality such as backups and restores. The common database utilities
are Database Maintenance and High Availability.
Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and
Communication Control Toolkit products. It provides queuing, routing, reporting, and management of
outbound voice, Web communications, and email contacts.
Contact Center Manager Server is also used in a SIP-enabled Contact Center, where
communication sessions are established over Internet Protocol (IP) networks for interactive
communication between two or more entities. SIP enables converged voice and multimedia
services, such as instant message and buddy lists.
Multicast communication
IP Multicast communication transmits messages to multiple recipients at the same time. This one-to-
many delivery mechanism is similar to broadcasting, except that multicasting transmits to specific
groups and broadcasting transmits to everybody. Because IP Multicast transmits only one stream of
data to the network on which it is replicated to many receivers, multicasting saves a considerable
amount of bandwidth.
IP Multicast provides services such as the delivery of information to multiple destinations with a
single transmission and the solicitation of servers by clients.
Unicast communication requires the source to send a copy of information to each recipient: 10
recipients require 10 copies of the data. This method creates two constraints:
• The source system resources are wasted because they duplicate or distribute multiple copies
of the same piece of information.
• The combined size of the copies of data sent to recipients cannot be greater than the share of
bandwidth available to the source.
A system or router can be a host and can send multicast data to a multicast group if it meets the
following conditions:
• The network interface in the system is multicast-capable.
• The system or router is on a network with a local multicast router.
• The internet group management protocol (IGMP) is enabled on the network.
The sender need not be a member of a multicast host group if it sends only multicast data. The
sender must be in a multicast host group only if receipt of multicast data is required.
Recipients of IP multicasting data are called host groups. Host groups fall into the following two
categories:
• permanent host groups
• transient host groups
IP multicasting specifies multicast host groups using addresses that range from 224.0.0.0 to
239.255.255.255. While IP addresses identify a specific physical location, a multicast IP address
identifies a request from a client to a host to join a multicast group.
When you choose IP multicast sending and receiving addresses, note the following restrictions:
• The IP multicast addresses 224.0.0.0 through 224.0.0.255, inclusive are reserved for routing
protocols and topology discovery or maintenance protocols.
• The IP multicast addresses 224.0.0.0 through 239.255.255.255, inclusive are reserved for
specific applications like Net News.
The following organizations maintain current information about IP multicasting addressing and can
provide access to an extensive list of reserved IP multicast addresses. Avaya strongly recommends
that you review the information at one or both of these sites before you assign an IP address to a
multicast group:
• Internet Engineering Task Force (www.ietf.org)
• Internet Assigned Numbers Authority (www.iana.org)
Network routing
The Network Control Center server is a version of the Contact Center Manager Server that
manages the Network Skill-Based Routing (NSBR) configuration and communication between
servers in a Contact Center Manager Server network. The Network Control Center server is
required when servers in multiple Contact Center Manager Server sites are networked and
operating as a single distributed Contact Center. The Network Control Center server runs the
Network Control Center software application, a feature of the Contact Center Manager Server
software.
Use the Configuration utility (nbconfig) to configure network sites and computer settings for the
Contact Center Manager Server network.
Programming interfaces
Contact Center Manager Server provides a number of open interfaces that third-party developers
can use to build applications that work with Contact Center Manager Server:
• Real-Time Statistics Multicast
• Host Data Exchange
• Meridian Link Service Manager
Real-Time Statistics Multicast (RSM) and Real-Time Interface (RTI) provide real-time information to
applications such as wall boards.
The Host Data Exchange (HDX) provides an interface for applications to communicate with the call
processing script and workflow. This interface ensures the workflow can access information in an
external database. With the Open Database Connectivity (ODBC) interface, an application can
extract information from the Contact Center Manager Server database.
The Meridian Link Service Manager (MLSM) interface provides messaging and control of resources
on the telephony switch.
Programming guides are available for each programming interface.
Web services
The Open Queue Open Interface delivers existing Open Queue functionality to third-party
applications by using a Web service. In a controlled fashion, third-party applications can add and
remove contacts of a specific type in the Contact Center.
For more details, see the SDK documentation.
The Open Networking Open Interface enables a third-party application to transfer a call between
nodes in a network with data associated leaving that call intact. Third-party applications can reserve
a Landing Pad on the target node enabling the call to be transferred with data attached. The Web
services also provide the functions to cancel the reserving of a Landing Pad freeing it for other calls
to be transferred across the network.
For more details, see the SDK documentation.
The License Manager controls the licensing of features within Avaya Aura® Contact Center. The
License Manager provides central control and administration of application licensing for all features
of Contact Center.
This chapter describes general information about Avaya Aura® Contact Center License Manager.
Installation options
The following Avaya Aura® Contact Center server types include Contact Center License Manager:
• Voice and Multimedia Contact Server
• Voice Contact Server Only
• Network Control Center Server Only
Each Avaya Aura® Contact Center solution must include one of these server types, therefore every
solution contains one or more Contact Center License Manager.
User configuration
Use the Contact Center License Manager to configure Contact Center licensing. Contact Center
License Manager supports the following license file types:
• PLIC license file: You can install a suitably configured PLIC license file on the Contact Center
License Manager server. Contact Center License Manager then uses this PLIC license file to
control Avaya Aura® Contact Center licensed features.
• WebLM license file: You can install a suitably configured WebLM license file on the Contact
Center License Manager server. Contact Center License Manager then uses this WebLM
license file to control Avaya Aura® Contact Center licensed features.
• Avaya WebLM server on a virtual machine: Contact Center License Manager supports the
Virtualized Environment deployment of Avaya WebLM server. Install and commission a suitably
licensed WebLM server on a virtual machine in your solution. Contact Center License Manager
then obtains licenses from this WebLM server, and uses these licenses to control Avaya Aura®
Contact Center licensed features. Deployments that use Avaya WebLM server on a virtual
machine do not support the Avaya Aura® Contact Center High Availability feature.
For full details on the license file types and license deployment options, see Licensing
mechanisms on page 185.
Before installing Contact Center License Manager, you must have your license file and know the
license type.
Caution:
Do not change the extension of the license file.
Some licensed features have an on (1) or off (0) value. The License Manager configuration utility
does not generate alarms for these on/off licenses.
Contact Center Manager Administration is a browser-based tool for contact center administrators
and supervisors to manipulate the data and reporting for the Contact Center Manager Server
database. You can use Contact Center Manager Administration to configure contact center
resources, contact flows, components, and activities. You can also use Contact Center Manager
Administration to define access levels to data and provide dynamic reporting to fit your enterprise
business needs.
Installation options
The following Avaya Aura® Contact Center server types include Contact Center Manager
Administration:
• Voice and Multimedia Contact Server
• Voice Contact Server Only
• Network Control Center Server Only
Each Avaya Aura® Contact Center solution must include one of these server types, therefore every
solution contains Contact Center Manager Administration software.
The following sections provide the information you need to install Contact Center Manager
Administration:
• Default users on page 73
• Components on page 74
Default users
The installation adds default users to the Windows operating system when you install Contact
Center Manager Administration. You must change your passwords for the Avaya user accounts to
protect your system from unauthorized access.
Components
Contact Center Manager Administration has functions distributed among various components. The
major components of Contact Center Manager Administration include the following:
• Server software—The server software handles statistical reporting and maintenance for many
aspects of the Contact Center.
For more information about the following CCMA utilities, see Avaya Aura® Contact Center
Client Administration:
- Agent Desktop Displays—A client application for monitoring real-time performance of agents
in the Contact Center. Configure the communications on the server to manage the client
applications.
- Agent Certificate Configuration—Manage the security for the agent desktops.
- Configuration—Perform backups and restores, change passwords, configure reporting, and
configure the security policies.
• Contact Center Manager Administration application—A Web-based application that
administrators can use to perform the following functions:
- Contact Center Management (see Avaya Aura® Contact Center Client Administration)
- Access and Partition Management (see Avaya Aura® Contact Center Client Administration)
- Configuration (see Avaya Aura® Contact Center Client Administration)
- Scripting (see Using Contact Center Orchestration Designer)
- Multimedia (see Avaya Aura® Contact Center Client Administration)
- Real-Time Reporting (see Using Avaya Aura® Contact Center Reports and Displays)
- Historical Reporting (see Using Avaya Aura® Contact Center Reports and Displays)
- Report Creation Wizard (see Using Avaya Aura® Contact Center Reports and Displays)
- Prompt Management (see Avaya Aura® Contact Center Client Administration)
- Emergency Help (see Using Avaya Aura® Contact Center Reports and Displays)
- Audit Trail (see Avaya Aura® Contact Center Client Administration)
- Agent Desktop Displays (see Agent Desktop Displays online Help)
- Outbound (see Avaya Aura® Contact Center Client Administration)
- Call Recording and Quality Monitoring (see Avaya Aura® Contact Center Client
Administration)
For information and procedures to manage users and access in your Contact Center, see Avaya
Aura® Contact Center Client Administration.
You can apply thresholds or groups of monitored statistics to your applications, and you can edit
application threshold classes.
The Orchestration Designer has a built-in validation tool that checks your applications for errors.
If you are configuring a customer Contact Center, you can use the Orchestration Designer
component on your client computer to upload your Contact Center Manager applications.
For more information about creating applications in the Orchestration Designer, see Using Contact
Center Orchestration Designer.
The tabular format appears as a window with several columns. This window can be moved,
minimized, resized, closed, or configured to always stay on top of the desktop like a standard
Microsoft window.
The application continually verifies that the agent is logged on to the server in Contact Center
Manager Server by checking with the Contact Center Manager Administration server once every
minute. It also checks the list of skillsets that are assigned to the logged-on agent once every three
minutes and updates the display accordingly.
Create a shared folder to export historical reports if you want multiple users to access scheduled
historical reports from the same folder.
For information and procedures to create historical reports in your Contact Center, see Using Avaya
Aura® Contact Center Reports and Displays. To understand the fields in the historical reports, see
Contact Center Performance Management Data Dictionary.
Prompt Management
Using Prompt Management, Contact Center Manager Administration (CCMA) users can manage
prompts on the Avaya Aura® Media Server (Avaya Aura® MS) server designated the Content Store
Master. Prompt Management provides access control and partitioning.
You must configure CCMA as a trusted host in Avaya Aura® MS to configure the prompts. For more
information on Prompt Management, see Avaya Aura® Contact Center Client Administration.
Optional tools
The Contact Center Manager Administration server includes two optional components:
• Data extraction on page 80
• Logon warning message on page 80
Data extraction
The CS1000 Data Extraction Tool is a software application that extracts information about resources
such as Terminal Numbers (TNs), voice ports, Controlled Directory Numbers (CDNs), Interactive
Voice Response Automatic Call Distribution DNs (IVR ACD-DNs), and routes from an Avaya
Communication Server 1000 switch. The tool saves this information in Excel spreadsheets.
You cannot upload data from the CS1000 Data Extraction Tool spreadsheets directly to Contact
Center Manager Administration. You must copy the data from the CS1000 Data Extraction Tool
spreadsheet into the Contact Center Manager Administration Configuration Tool spreadsheet and
then upload the data.
For more information about Contact Center Manager Administration Configuration Tool
spreadsheets, see the Contact Center Manager Administration online Help.
Use the Server Utility to monitor and maintain Contact Center Manager Server activity. The Server
Utility provides tasks that are not available through Contact Center Manager Administration
application.
Installation options
The following Avaya Aura® Contact Center server types include Server Utility:
• Voice and Multimedia Contact Server
• Voice Contact Server Only
• Network Control Center Server Only
Each Avaya Aura® Contact Center solution must include one of these server types, therefore every
solution contains Server Utility software.
The following sections provide the information you need to install the Server Utility software:
• Components on page 81
Components
Contact Center Server Utility contains the following components:
• Server Utility window—Use the Server Utility window to monitor and maintain the following
components:
- User Administration—Users (desktop) and Access Classes
- System Configuration—Serial ports, switch resources, Voice Prompt Editor, server settings,
and connected sessions
- Alarms and Events—Alarm monitor, event browser, and event preferences
- System Performance Monitoring—Service performance monitor
• Provider application—Receive Contact Center script information over the Host Data Exchange
(HDX) interface. Additionally, you can configure the Provider application to return information to
the Contact Center script.
• Service Monitor—Monitor the status of Contact Center Manager Server services from a stand-
alone computer.
• PC Event Browser—View events that occur on the client PC on which the Server Utility runs.
You can view help for each event as it appears in the PC Event Browser.
Reset passwords
Users are locked from the system if they attempt to log on more than three consecutive times using
an invalid password, based on Windows settings configured during the installation. To restore a
user's access to the system, an administrator must reset the password retry count to zero.
If the locked-out user is an administrator, another administrator must restore access. If you log on as
the system administrator (sysadmin), you are not locked out.
If only one administrator exists, only Avaya customer support staff can reset the account. Therefore,
be sure you create at least two users with administrator privileges.
The desktop user password expires after 180 days. Seven days before the expiry of the password,
the Server Utility software displays a warning message during the user logon. If the desktop user
password expires, the administrator must reset the password.
The sysadmin password does not expire.
can be retrieved for technical support purposes. You can print the contents of the Server
Settings window for future reference. You can also view a list of the services and features
installed on your system.
• connected sessions
View the users logged on to the server and disconnect user sessions. You can print information
about connected sessions for future reference.
• system performance
View the server operating conditions. Determine whether your system has sufficient processor
capacity, memory, or storage space. You can also use this information to improve the system
efficiency. For example, to improve daytime performance, you can reschedule events to run at
night, when the server is not as busy. You can print server performance data for future
reference.
Communication Control Toolkit is a client/server application that helps you implement Computer-
Telephony Integration (CTI). For switches, the Communication Control Toolkit facilitates the
integration of Contact Center with your client applications. In the SIP-enabled Contact Center, the
Communication Control Toolkit integrates the Contact Center users within the SIP environment to
offer features that enrich the customer experience.
Communication Control Toolkit enhances the skill-based routing ability of Contact Center Manager
Server. You can create custom agent applications, such as softphones, agent telephony toolbars
with screen pops, and intelligent call management applications. Communication Control Toolkit
enables integration with business applications such as CRM systems.
In this environment, Communication Control Toolkit uses Meridian Link Services to communicate
with Contact Center Manager Server over the Contact Center subnet. Through Contact Center
Manager Server, it communicates with the switch. Optionally, the IVR Service Provider element of
Communication Control Toolkit connects to an IVR server on the Contact Center subnet.
When you use Communication Control Toolkit as a telephony application server in a Contact Center
environment, Communication Control Toolkit connects to the Contact Center subnet. Contact Center
Manager Server connects to the embedded Local Area Network (ELAN) subnet either directly or is
routed using the Contact Center subnet.
A direct connection to Contact Center Manager Server links to the ELAN subnet. An additional
Contact Center subnet is required in a Contact Center environment to ensure that the TAPI Service
Provider (SP) traffic is not affected by non-TAPI data traffic. An Ethernet switch or router provides
routing between these Contact Center subnets.
A Contact Center installation supports the following resources:
• CTI-enabled IVR ports
• CTI-enabled agent desktops
• call-attached data sharing between IVR, user-to-user information (UUI) (incoming only), and
Communication Control Toolkit clients
• call-attached data networking in a Communication Control Toolkit network
• Host Data Exchange (HDX) and Real-time Statistics Multicast (RSM) supported through CCT-
IVR
Installation options
The following Avaya Aura® Contact Center server types include Communication Control Toolkit:
• Voice and Multimedia Contact Server
• Voice Contact Server Only
Each Avaya Aura® Contact Center solution must include one of these server types, therefore every
solution contains Communication Control Toolkit.
Components
Communication Control Toolkit has functions distributed among various components. The CCT
includes the following major components:
• Server software—The server software handles functions such as assigning resources (for
example, users) to groups of users to workstations.
For more detailed information about the following CCT utilities, see Avaya Aura® Contact
Center Server Administration.
• CCT database—The CCT database is configured using the CCT Web Administration. The
Caché-based CCT database stores the user-to-group assignments, switch information
(terminals and addresses), and information about Contact Center mappings.
Note:
The Communication Control Toolkit Web Administration application is hosted on an
Apache Tomcat server.
• Common server utilities—The utilities that are common to all servers in the Contact Center
provide basic software and switch status monitoring. The common server utilities include the
Avaya Contact Center Update Manager, Log Archiver, Process Monitor, System Control and
Monitor Utility, and Trace Control.
• Common database utilities—The utilities that are common to all servers in the Contact Center
related to database functions such as backups, restores, and high availability. The common
database utilities are Database Maintenance and High Availability.
34 (base formatting)
+ 16 (1 key-value pair)
+ 10 (the key and the value)
+ 1 (terminating null character)
= 61.
Adding a second similar key-value pair increases the number of bytes by 26 (16 for the key-value
pair + 10 for the key and the value). Attached data stored in the binary (bin) format is stored in TAPI
CallData without formatting meta-data. The full 4096 bytes of TAPI CallData is used.
Configure resources
The following resources are used by Communication Control Toolkit in AML-based Avaya
Communication Server 1000 contact center solutions:
• Windows user—Users who are logged on to one or more communication terminals.
• Windows user group—A logical group of Windows users (for example, a sales group or a
support group) that have a common property.
• Agents—Users configured in the Contact Center database on Contact Center Manager Server
with a designated role in the Contact Center such as a supervisor or an agent to received
queued contacts.
• Agent group—A logical group of Contact Center users (for example, agents or supervisors) that
have a common property.
• Terminal—A physical (including software applications) communications endpoint such as an
email client or an IVR line.
• Terminal group—A logical group of terminals (for example, local office, support office) that
have a common property.
Resource Assigning
Assignments use the following principles:
• When a terminal is assigned to an agent, CCT automatically assigns the addresses associated
with that terminal to the agent. When the agent logs on, CCT verifies changes to the agent's
configuration. New addresses assigned to the terminal are automatically assigned to the agent.
Also, unassigned addresses are automatically removed from the respective agents. For
specialized CCT behavior, an administrator can assign route point addresses to agents.
• Assignments are distributed using groups. If you assign one resource to a second resource
that is a group, and the second resource to a third, then the first resource is also assigned to
the third. For example, if you assign two users to a user group, and then assign the user group
to an address, then the users are assigned to the address. Or, if you assign a user to a user
group, the user inherits the user group terminals and addresses.
• Resources cannot be assigned to resources of the same type. For example, you cannot assign
a user to a user, or a terminal to a terminal. Grouped resources cannot be assigned to
resources that are closely related. For example, you cannot assign a terminal group to an
address group because both resources are types of end points.
• Only terminals are assigned to workstations.
• You do not assign route point addresses to terminals; route point addresses do not have
associated terminals.
Resource Assignment
User Terminals, Terminal Groups, and Address Groups can be assigned to a
User.
User group Users can be assigned to User Groups.
Resource Assignment
Terminal Addresses and Workstations can be assigned to Terminals.
Terminal group Terminals can be assigned to Terminal Groups.
Address No resources can be assigned to an Address.
Address group Address can be assigned to Address Groups.
Workstation No resources can be assigned to a Workstation.
Importing resources
Use the Communication Control Toolkit Web Administration to manage the resources in the
database. You can configure the resources manually or automatically by using the Bulk Provisioning
tool of the Communication Control Toolkit Snap-in.
For more information about importing resources, see Avaya Aura® Contact Center Server
Administration.
Avaya Agent Desktop is an example of a client application that uses the Communication Control
Toolkit API.
Contact Center Multimedia provides support for inbound multimedia contacts. Contact Center
Multimedia also facilitates outbound contact types, which you can use to create and manage
outbound campaigns; for example, marketing or sales campaigns.
Contact Center Multimedia supports the following contact types:
• Email
• Instant Message (IM)
• Web communications
• Outbound
• SMS text
• Faxed document
• Scanned document
• Social Networking
• Voice mail
All multimedia contact types are subject to Contact Center routing and prioritization. Administrators
can create specific treatments through applications developed in the Orchestration Designer.
Administrators and supervisors can review a full range of historical reports and real-time displays to
track volume and completion statistics.
You must have licenses for Contact Center Multimedia, Open Queue, and one or more Internet
contact types before you can install Contact Center Multimedia.
Installation options
The following Avaya Aura® Contact Center server types include Contact Center Multimedia:
• Voice and Multimedia Contact Server
• Multimedia Contact Server Only
Each Avaya Aura® Contact Center solution must include one of these server types, therefore every
contact center solution contains Contact Center Multimedia software.
The following sections provide the information you need to install Contact Center Multimedia:
• Default users on page 93
• Folder structure on page 93
• Components on page 93
Default users
The installation adds default users to the Windows operating system when you install Contact
Center Multimedia:
• IUSR_<servername>: An Internet Information Services (IIS) account used for all
communication between the Multimedia server and the Agent Desktop over HTTP.
Folder structure
The Contact Center Multimedia install creates two folders on the same hard drive on which you
install the database:
• Avaya/Contact Center/Email Attachments/inbound
• Avaya/Contact Center/Email Attachments/outbound
These two folders are locations for the attachments sent or received by your contact center. You
must configure these two folders to allow share and NTFS folder permissions.
Components
Contact Center Multimedia contains several major components:
• Server software: The server software handles multimedia contacts.
For more information about the following CCMM utilities, see Avaya Aura® Contact Center
Server Administration.
• Multimedia Administration: The Multimedia Administrator application is installed with Contact
Center Multimedia, but runs from the Contact Center Manager Administration application. Use
the Multimedia Administrator to configure and maintain all aspects of CCMM, other than
outbound campaigns.
• OCMT: The Outbound Campaign Management Tool (OCMT) is installed with Contact Center
Multimedia, but runs from the Contact Center Manager Administration application. Use the
OCMT to create outbound campaigns for your Contact Center.
• Avaya Agent Desktop: The Agent Desktop is installed by default on the Contact Center
Multimedia server. Agents in your contact center can download this client application from the
CCMM server and use the softphone and multimedia interface to handle all types of contacts
from a single window.
• Common server utilities: Utilities that are common to all servers in the Contact Center and
provide basic monitoring of software and switch status. The common server utilities include the
Avaya Contact Center Update Manager, Log Archiver, Process Monitor, System Control and
Monitor Utility, and Trace Control.
• Common database utilities: Utilities that are common to all servers in the Contact Center and
are related to database functions such as backups and restores. The common database
utilities are Database Maintenance and High Availability.
• CCMM database: The CCMM database contains all information about the multimedia contacts
such as customer names, contact information, and contact content (if the content is text-
based).
The Contact Center Manager Administration report tool provides information about agent and
skillset states in real-time displays and historical reports.
• Web communications—The Web communications component includes a set of Web Services
on the Contact Center Multimedia server for communication between the agent and the
customer. A set of sample Web pages are installed on the Contact Center website showing
how Web Services are used to implement Web pages to provide Web Chat (click to chat) and
Scheduled Callback (click to talk) features.
• Agent Desktop interface—This component is installed on the Contact Center Multimedia
server. Agents use Internet Explorer to connect to the Contact Center Multimedia server to
retrieve the Agent Desktop interface. The Communication Control Toolkit pushes email, Web
requests, outbound contacts, and voice calls to the Agent Desktop interface. The Agent
Desktop interface uses Web services to retrieve email, Web requests, outbound campaign
information, and customer details and history from the Contact Center Multimedia database.
Web services are also used to send email replies and save outbound call details in the Contact
Center Multimedia database.
Email contacts are presented to agents through the Agent Desktop interface, where agents
can;
- verify customer information
- access historical email to and from the customer
- create responses to customer inquiries
- provide a closed reason (if configured)
When an outbound campaign is running, contacts are presented to agents through the
Agent Desktop interface, where the agents can;
- preview contact information
- review call scripts (if configured)
- save scripts
- select a disposition code
• Contact Center Multimedia Administrator—This component is installed on the Contact Center
Multimedia server. The Contact Center Manager Administration provides administrative and
management capabilities.
attachments associated with an email are stored in the Inbound attachment folder, as specified in
Contact Center Manager Administration. After an email is successfully stored in the Contact Center
Multimedia database, it is deleted from the email server.
The IMH passes a received email to the Contact Center Multimedia rules engine, which applies
rules relevant to the email based on the To address, and invokes the Outbound Message Handler
(OMH) to send automatic responses, if any.
Contact Center Release 7.0 does not support Microsoft Exchange Server 2003.
Contact Center Release 7.0 supports only the following versions of Microsoft Exchange Server:
• Microsoft Exchange Server 2007
• Microsoft Exchange Server 2010
• Microsoft Exchange Server 2013
External Web server transactions
Contact Center Multimedia receives contacts from the External Web server through the Contact
Center Multimedia Web services. The Web services provide a Java API. This enables contacts to be
written into the Contact Center Multimedia database, retrieved from the database, and have their
status queried.
Contacts received through the Web services do not pass through the Rules Engine. The External
Web server determines the skillset and priority assigned to the contact.
A set of sample pages is distributed through DevConnect to provide examples of how a Web server
can access the Web services. You must create your own Web pages, with customized look, feel,
and business logic.
In CCMM, customers configure and license agents in the same way for both Web Communications
and Enterprise Web Chat. Both solutions implement the same contact type.
EWC is a licensed feature. If Contact Center has an EWC license, CCMM implements only EWC for
WC contacts. If Contact Center does not have an EWC license, CCMM implements only Web
Communications for WC contacts.
For more information on developing EWC solutions, see the EWC SDK documentation on the Avaya
DevConnect site www.avaya.com/devconnect.
High Availability in an EWC solution
Contact Center supports High Availability (HA) in an EWC solution. The CCMM components use the
normal HA switchover mechanisms. In addition, the EWC component uses an ejabberd cluster. In
an EWC solution, a failure in the EWC component causes a switchover of the Multimedia Contact
Server.
• Optional message treatments: You can configure email rules to send automatic responses
based on the information in the email contact. The Email Manager automatically sends the
response to the customer without routing the contact to an agent.
• Suggested message responses: You can configure email rules to present suggested
responses to the agent who receives the contact. If you find that agents frequently use a
particular suggested response to respond to an email that satisfies one rule, you can promote
the suggested response to an automatic response for the rule.
• Barred addresses: Configure email addresses to which your Contact Center environment does
not respond.
• Automatic phrases: You can create templates containing text that agents commonly use in
email messages. These are shortcuts so that agents need not type large blocks of commonly
used text. Agents can configure the template responses based on the contacts they receive.
For information about configuring the administration settings for email contacts, see Avaya Aura®
Contact Center Server Administration.
If you use Microsoft Exchange 2007 or later on your email server, configure authentication settings.
For more information, see Avaya Aura® Contact Center Server Administration.
Configure IM settings
In a SIP-enabled contact center environment, you can configure the settings for instant messages
received in your Contact Center.
The automatic text for an instant message includes a welcome message for customers who initiate
a session, and a disconnect message for the customer in the text-based conversation. You can
configure default instant messages for individual skillsets.
To configure instant message routing, you must create or configure the following items:
• Route points: Assign a route point to each instant message contact type skillset (denoted with
IM_). A route point is a location in the open queue for incoming contacts to be queued and
processed by the application on CCMS.
• Default conversation text: The default conversation text includes a welcome message (based
on the skillset chosen) and labels for the agent and customer in the text conversation.
• Message timers: Provide indicators to an agent and customer that no new action occurred in
the current instant message conversation.
• Conversation log: Configure a log report of the conversation to send to the customer by email
after the chat session is complete.
• Automatic phrases: You can create templates containing text that agents commonly use in
instant messages. These are shortcuts so that agents need not type large blocks of commonly
used text.
For information about configuring the administration settings for instant message contacts, see
Avaya Aura® Contact Center Server Administration.
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Operations performed on the server
• Campaign scheduler: The campaign scheduler determines when to queue contacts from the
outbound campaign. When scheduling campaigns you must comply with all laws about if and
when you can contact the customer.
For information about configuring the administration settings for outbound contacts, see Avaya
Aura® Contact Center Server Administration.
The Outbound Campaign Management Tool (OCMT) is installed on the Contact Center Multimedia
server and accessed using the Contact Center Manager Administration application. Administrators
use the Outbound Campaign Management Tool to create, modify, and monitor outbound
campaigns. Use the Outbound Campaign Management Tool to:
• define campaign parameters
• import and review call data
• create agent call scripts
• monitor campaign progress
• export campaign data
For more information about configuring the Outbound Campaign Management Tool, see Avaya
Aura® Contact Center Client Administration.
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Contact Center Multimedia
as the only determinant of whether a contact is a Social Networking type. In Contact Center, in the
Multimedia Administration tool, the administrator links this mailbox to a social networking skillset
(SN_).
When the agent accepts the SN contact, they receive a pop up that allows them to log on to the
SMM response interface so they can respond to the social contact directly from SMM.
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Operations performed on the server
An agent cannot transfer or conference an SN contact, nor can a supervisor/agent observe or barge
in on an SN contact.
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Contact Center Multimedia
• Route points: Assign a route point to each voice mail skillset (denoted by VM_). A route point is
a location in the open queue for incoming contacts to be queued and processed by the
application on CCMS.
• Mailbox settings: Configure the names and email transfer protocol for the mailbox from which
Email Manager takes the voice mail contacts. You must ensure that the voice mail server is
configured to forward voice mail messages to a mailbox.
• Sender address settings: Parse the voice mail contact sender address to extract the telephone
number of the customer who left the voice mail. This allows the agent receiving the contact to
call the customer directly using Agent Desktop CTI controls.
For information about configuring the administration settings for scanned document contacts, see
Avaya Aura® Contact Center Server Administration.
If you use Microsoft Exchange 2007 or later on your email server, configure authentication settings.
For more information, see Avaya Aura® Contact Center Server Administration.
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Operations performed on the server
For information about configuring the administration settings for scanned document contacts, see
Avaya Aura® Contact Center Server Administration.
If you use Microsoft Exchange 2007 or later on your email server, configure authentication settings.
For more information, see Avaya Aura® Contact Center Server Administration.
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Contact Center Multimedia
Handle contacts
Agents use the Agent Desktop application to process email, Web communications, instant message,
outbound, SMS text, scanned document, faxed document, voice mail, and POM contacts,
depending on the applications your Contact Center is licensed to handle.
For more information about the Agent Desktop, see Using Agent Desktop for Avaya Aura® Contact
Center .
For voice contacts, the agent can handle the incoming contacts, such as accepting the incoming
contact, transferring the contact to another agent, and performing required duties to complete a
contact.
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Operations performed on the server
For multimedia contacts, the agent can handle the incoming and outgoing contacts including
accepting the incoming contact, dealing with the contact, such as talking to the customer, or sending
them information in a text format, and performing other duties required to complete the contact.
Using the Multiplicity feature, an agent can work on any of the following contacts simultaneously:
• Voice call
• Email
• Fax
• Instant Message
• OpenQ, contact center multimedia generic contact
• Scanned Document
• SMS
• Social Networking
• Web Communications
• Voice mail
Multiplicity is configured and assigned to agents using Multiplicity Presentation Class (MPC) in
Contact Center Manager Administration (CCMA). A MPC is a collection of multiplicity configuration
options. Every agent must be assigned an MPC. A default MPC is not modifiable and allows an
agent handle a single contact.
MPC configuration options include the following:
• maximum number of concurrent multimedia contacts the agent can handle
• time to wait before presenting the next contact to the agent
• check box to allow presentation of a voice call while working on multimedia contacts
• check box to allow presentation of multimedia contact while active on a voice call
• maximum number of contacts that can be presented for each contact type
• maximum number of contacts that can be presented for individual skillsets
The maximum number of concurrent multimedia or non-voice contacts that an agent can be
assigned is five. The consumption of agent licenses in not affected by multiplicity. An agent
continues to consume agent licenses at logon for each contact type assigned to the agent. The
maximum number of contacts processed simultaneously is limited to 3000 to ensure agent
engineering limits are not exceeded.
If a multiplicity-enabled agent is handling multiple contacts and their multiplicity privileges are
disabled, no new contacts are presented to the agent until the agent has released all of their existing
contacts. Contacts are not dropped or automatically released. If a voice contact is released before
the multimedia contacts, agents are reported as "on break" on Real Time Displays (RTD). Agents
remain in this state until the last multimedia contact is released. After the last multimedia contact is
released the agent is set to idle after the break time.
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Contact Center Multimedia
Note:
When multiplicity is enabled, a voice contact is always presented first to an agent even if it
arrives with a priority lower than a multimedia contact. A multiplicity–enabled agent handles the
voice contact first because it is a real-time contact. For example, if all the agents are busy and a
high priority multimedia contact arrives, and if a lower priority voice contact arrives before the
multimedia contact is handled, then the voice contact is presented to the first available agent.
Note:
If a blended agent is notified with a multimedia contact, the voice queue position remains
unchanged, but the first 10 seconds after the contact is assigned, the blended agent is marked
as busy in the voice queue. After the 10–second interval, the agent is marked as idle in the
voice queue, but marked as busy in the multimedia queue. This ensures that the agent is not
assigned a multimedia contact and a voice contact at the same time.
Create callbacks
By using the Agent Desktop, agents can create a callback record to contact a customer later based
on the information received during a different type of contact, such as the time the customer is
available and the telephone number to call.
For more information about the Agent Desktop, see Using Agent Desktop for Avaya Aura® Contact
Center .
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Operations performed on the server
• three network consolidated real-time displays for a network of Contact Center Manager Server
sites
You can view historical reporting on the Contact Center Manager Administration server. You must
configure the reporting server name and password in the Multimedia Administrator application.
The Standard Agent Real-Time Display (RTD) provides a tabular display of logged-on agents. For a
multiplicity-enabled agent, a separate row appears for each contact the agent handles. If the agent
is not working at full capacity, an additional row indicates idle capability as the agent awaits more
contacts. Blended agents have special representation in the agent RTD. The voice row is always
present and represents the activity of the voice terminal. All other rows for the agent represent
multimedia activity. Only one multimedia row is active to represent the contact that currently has
focus in the agent desktop. All other rows show the state as Held. New agent efficiency and contact
summary reports are available to report on multiplicity operation. Using these reports, administrators
can review the efficiency of the multiplicity configuration.
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Contact Center Multimedia
restore the contacts cleared by a scheduled cleanup task. The restore is not selective: it restores all
the contacts that the scheduled cleanup task cleared.
Multimedia Database sizing and limits
The MULTIMEDIA database supports a maximum of 1,000,000 contacts. Administrators must
regularly cleanup contacts from the MULTIMEDIA database to stay below this limit. The maximum
size of the OFFLINE database is 70% of the Multimedia database drive size. If the OFFLINE
database fills up, administrators can either increase the Multimedia database disk space, or change
the OFFLINE database purge interval.
Administrators can check the current sizes of the MULTIMEDIA and OFFLINE databases in the
CCMM Data Management tool.
When the OFFLINE database reaches 75% of the maximum size, CCMM logs this event to the log
file. When the Offline database grows above 90% of the maximum size, CCMM logs events to the
event viewer. If the Offline database exceeds 95% of the maximum size, CCMM stops automatically
synchronizing contacts from the MULTIMEDIA database, and prevents administrators from running
manual or scheduled cleanups.
Administrators can purge contacts from the OFFLINE database to reduce the database size.
Administrators specify the age at which AACC purges closed contacts. AACC runs a purge task
every day, and purges contacts that meet the age criteria. Administrators cannot recover a purged
contact other than by restoring a backed-up OFFLINE database.
Database changes for upgrades from Release 6.3
Contact Center added the OFFLINE database in Release 6.4. Contact Center solutions installed
before this Release have only a single multimedia contact database, the MULTIMEDIA database,
with a different purging and archiving mechanism.
When you upgrade Contact Center from Release 6.3 or earlier (either by migrating the contact
center or applying Service Pack 12), Contact Center installs the OFFLINE database and the
associated Data Management tasks and tools. This impacts the disk space usage on the multimedia
database drive until scheduled cleanups and purging are running effectively on the upgraded
system.
For example, if you upgrade Contact Center, and do not set up any scheduled cleanup tasks, on the
first night after the upgrade the disk space usage doubles. This is because the CCMM Offline Synch
task copies all the contacts from the MULTIMEDIA database to the OFFLINE database.
To prevent excess disk space usage on a system upgraded from Release 6.3 or earlier:
• Archive contacts from the Release 6.3 MULTIMEDIA database before starting the upgrade, to
reduce the size of the database.
• After the upgrade, use the CCMM Data Management tool to check the database usage on the
upgraded system.
• Configure cleanup rules and scheduled tasks in the CCMM Data Management tool so that
CCMM can start clearing closed contacts from the MULTIMEDIA database.
Backing up and restoring the OFFLINE database
For scheduled backups, Contact Center automatically backs up the OFFLINE database. However,
Contact Center stores the OFFLINE database in a separate file to the other application databases.
Ensure that you include the OFFLINE database backup files for long term storage in your data
retention policy.
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Optional configuration tools
For manual backups, Contact Center allows you to include or exclude the OFFLINE database.
Excluding the OFFLINE database reduces the backup duration, and is useful where you do not
need to back up the OFFLINE database for storage. For example, if you are backing up the
database before patching Contact Center, you can exclude the OFFLINE database.
If you restore an OFFLINE database, it can contain contacts that CCMM purged since the date of
the backup. In such cases, CCMM purges the contacts again when the background purge task runs.
If you restored an OFFLINE database to access a purged contact you must restore the contact to
the MULTIMEDIA database. Then reopen the contact you want to access so that a scheduled
cleanup task does not clear it from the MULTIMEDIA database.
Archives from previous Releases
You can restore an archive from a previous release if you want to recover an old contact. Use the
legacy Multimedia Archive/Restore Utility to restore old archives. Do not use the legacy utility for any
other data management operation.
Attachment storage
For email contacts stored in the MULTIMEDIA database, CCMM stores attachments in the email
attachments folders on the server hard disk. When the CCMM Offline Synch task copies a contact to
the OFFLINE database, CCMM stores any associated attachments in a binary object in the
OFFLINE database. As a result, when a contact exists in both the MULTIMEDIA and the OFFLINE
databases, CCMM stores the attachment twice.
High Availability
In a High Availability solution, the active and standby servers have a MULTIMEDIA and an
OFFLINE database. Contact Center shadows the MULTIMEDIA database only. On the standby
server, the CCMM Offline Synch task synchronizes the OFFLINE database with the replicated
MULTIMEDIA database.
In all High Availability procedures that require backing up and restoring databases, include the
OFFLINE database in the backup and the restore.
Hot Patching:
If you are applying a Contact Center patch that supports Hot Patching, the following considerations
apply:
• If you are going to patch the active and standby servers within 24 hours of each other, exclude
the OFFLINE database in the backup and restore procedures.
• If you are going to patch the active and standby servers more than 24 hours apart from each
other, include the OFFLINE database in the backup and restore procedures.
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Contact Center Multimedia
Web services
The Outbound Open Interfaces provide an open interface to integrate third-party applications with
Outbound Campaigns. The open interfaces provide the following functions for external applications:
• ability to add contacts to an existing campaign
• ability to close contacts created as part of a campaign before they are complete
For more details, see the SDK documentation.
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Chapter 11: Avaya Aura® Media Server
Avaya Aura® Contact Center uses the media processing capabilities of Avaya Aura® Media Server
to:
• Conference customer and agent speech paths with media treatments.
• Conference additional parties, or features, with customer or agent calls.
• Play locale-specific media files for announcements and treatments.
• Play locale-specific media files for signaling tones, such as ringback and busy.
• Play notification tones for features such as barge-in and agent observe.
• Play streamed music into contact center calls.
• Play scripted music into contact center calls.
• Support Agent Greeting.
• Support SIP Call Recording.
• Collect DTMF digits.
Avaya Aura® Media Server is the termination and origination point for Real-time Transport Protocol
(RTP) and Secure Real-time Transport Protocol (SRTP) streams between the customer, media
treatments, and the agent.
Avaya Aura® Contact Center requires a license for each Avaya Aura® Media Server instance in the
solution. An Avaya Aura® Media Server High Availability pair of server requires two instance
licenses.
Avaya Aura® Contact Center integrates with Avaya Aura® Media Server using Media Server Markup
Language (MSML) based communication. Avaya Aura® Contact Center and Avaya Aura® Media
Server use the MSML XML language to control how Route Point calls are anchored and treated.
Avaya Aura® Contact Center also uses MSML to control Route Point call features such as Agent
Greeting, Barge-in, Observe, Zip tone, and Whisper Skillset announcements.
Avaya Aura® Media Server provides a MSML-based service type named ACC_APP_ID. Configure
Avaya Aura® Media Server instances, and the ACC_APP_ID service type, in Contact Center
Manager Administration (CCMA).
Avaya Aura® Media Server on Linux automatically installs Access Security Gateway support for new
and upgraded systems. Access Security Gateway (ASG) provides a mechanism for Avaya support
personnel to access customer servers without needing the customer or business partner to supply
log on credentials. Authorized Avaya support personnel can use Access Security Gateway in
conjunction with Avaya Secure Access Link (SAL) to remotely access Avaya Aura® Media Server on
Linux.
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Avaya Aura® Media Server
Avaya Aura® Media Server is supported on the Windows Server 2012 R2 operating system when
installed coresident with Avaya Aura® Contact Center. Standalone Avaya Aura® Media Server is not
supported on the Windows Server operating system.
Standalone Avaya Aura® Media Server is supported on the Red Hat Enterprise Linux 6.x 64-bit
operating systems.
Standalone Avaya Aura® Media Server for Avaya Aura® Contact Center is also available as a
VMware Open Virtual Appliance (OVA). The Avaya Aura® Media Server OVA creates and
configures a virtual machine containing Avaya Aura® Media Server software. The virtual machine
contains a Linux operating system, hard disk drive, third-party components, system configuration,
firewall settings, and Avaya Aura® Media Server application software.
The Avaya Aura® Media Server software uses the host server’s on-board CPUs to perform the
media processing.
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Avaya Aura® Media Server media files and media management
Aura® Media Server. This configures all of the Avaya Aura® Media Servers with the same media files
and allows them to provide a pool of common media processing resources. Content Store
replication also provides storage resiliency, if one Avaya Aura® Media Server fails the remaining
Avaya Aura® Media Servers are configured correctly and can continue processing media and
contact center calls.
Custom media
Avaya Aura® Media Server stores (customer generated) custom media files in a media Content
Store. Typically, you record your own announcements and using CCMA Prompt Management, store
the WAV media file recordings in the Avaya Aura® Media Server Content Store.
The music media files used to provide scripted music in Orchestration Designer applications are
another example of custom media.
In an Avaya Aura® Media Server cluster-based solution, you configure your custom media files only
on the primary Avaya Aura® Media Server Content Store. The custom media files are automatically
replicated to all other Avaya Aura® Media Servers in the cluster.
In Avaya Aura® Media Server Mission Critical High Availability-based solutions, you configure your
custom media files only on the primary server of the Avaya Aura® Media Server Content Store
Master Pair. The custom media files are automatically replicated to the backup Avaya Aura® Media
Server, and to all other Avaya Aura® Media Server High Availability pairs configured in the solution.
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Avaya Aura® Media Server
To use treatments in Orchestration Designer (OD) flow applications or scripts, you create routes in
Contact Center Manager Administration (CCMA) that link to the media files in the Avaya Aura®
Media Server locale-specific content group. The OD flow applications or scripts reference these
routes to access the treatment files on the Avaya Aura® Media Server.
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Network configurations
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ja_jp zero ichi ni san yo go roku nana hatchi kyu
Japanese
ko_kr young il yi sam sa o yuk chil pal gu
Korean
zh_cn & ling yi er san si wu liu qi ba jiu
zh_tw
Chinese
ru_ru C0 C1 C2 C3 C4 C5 C6 C7 C8 C9
Russian
All audio media files must have a .wav file name extension, for example hatchi.wav, jiu.wav, and
seven.wav. The extension is removed when you upload the file using Element Manager.
Network configurations
You can configure Avaya Aura® Media Server in a number of ways, depending on the requirements
of your contact center. The different configurations affect the number of servers required, the
operating system required, and the media Content Store configuration.
Contact Center supports the following Avaya Aura® Media Server network configurations:
• Co-resident with Contact Center software on a Microsoft Windows 2012 R2 server.
• Standalone Avaya Aura® Media Server, for lower capacity contact centers.
• Standard Avaya Aura® Media Server cluster, for higher capacity contact centers, and for
providing load sharing with content replication.
• Standalone Avaya Aura® Media Server High Availability pair, for call protection in a Contact
Center HA environment.
• Multiple Avaya Aura® Media Server High Availability pairs, for call protection with higher
capacity and content replication in a Contact Center HA environment.
• Standard Avaya Aura® Media Server cluster or a HA pair at a Remote Geographic Node
(RGN), to support Mission Critical HA solutions with RGN.
You cannot combine these network configurations in a single contact center solution.
March 2016 Avaya Aura® Contact Center Overview and Specification 119
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Avaya Aura® Media Server
Center Manager Administration, Contact Center License Manager pushes license keys to that
Avaya Aura® Media Server. When Avaya Aura® Contact Center uses WebLM licensing, Avaya
Aura® Media Server does not require a license file or any specific licensing configuration. Do not
configure WebLM licensing on Avaya Aura® Media Server.
March 2016 Avaya Aura® Contact Center Overview and Specification 120
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Network configurations
In this deployment, you configure the Avaya Aura® Media Server servers in a cluster. This allows
you to perform configuration on the Primary server only, and the configuration automatically
replicates to the other Avaya Aura® Media Servers in the cluster deployment.
In Contact Center Manager Administration, you must still configure each Avaya Aura® Media Server
separately as a media server, and assign it to handle media services.
Licensing
Contact Center License Manager pushes license keys to all Avaya Aura® Media Server servers
configured as Media Servers in Contact Center Manager Administration. When Avaya Aura®
Contact Center uses WebLM licensing, Avaya Aura® Media Server does not require a license file or
any specific licensing configuration. Do not configure WebLM licensing on Avaya Aura® Media
Server. Each Avaya Aura® Media Server in the cluster requires one
VALUE_CCTR_AMS_INSTANCE license.
March 2016 Avaya Aura® Contact Center Overview and Specification 121
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Avaya Aura® Media Server
March 2016 Avaya Aura® Contact Center Overview and Specification 122
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Network configurations
• Custom music media files (stored in a streamsource namespace in the Content Store)
• Default “canned” media files
• Streamed music source (Really Simple Syndication or SHOUTCast)
• Media Processing and Security
Configure the following Avaya Aura® Media Server resources and settings on every Avaya Aura®
Media Server in the cluster:
• Cluster Configuration.
In Contact Center Manager Administration (CCMA), you configure the Avaya Aura® Media Server
High Availability pair as the media server, using the managed IP address of the HA pair, and assign
it to handle conference media services.
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Avaya Aura® Media Server
Licensing
In Contact Center Manager Administration (CCMA), add the Avaya Aura® Media Server HA pair as
a single Media Server and enter the Managed IP address of the pair as the IP address of that single
Media Server. Avaya Aura® Contact Center then uses the HA pair as a single media processor. If
one Avaya Aura® Media Server fails, the other Avaya Aura® Media Server takes over media
processing.
When Avaya Aura® Contact Center uses WebLM licensing, Contact Center License Manager
pushes license keys to all Avaya Aura® Media Servers configured as Media Servers in CCMA.
Contact Center License Manager pushes license keys to both Avaya Aura® Media Servers of the
High Availability pair. When Avaya Aura® Contact Center uses WebLM licensing, Avaya Aura®
Media Server does not require a license file or any specific licensing configuration. Do not configure
WebLM licensing on Avaya Aura® Media Server.
Each Avaya Aura® Media Server in the HA pair requires one VALUE_CCTR_AMS_INSTANCE
license. An Avaya Aura® Media Server HA pair requires two VALUE_CCTR_AMS_INSTANCE
licenses.
Avaya Aura® Media Server High Availability configuration
Avaya Aura® Media Server supports custom (customer generated) media files and default (canned)
media files.
You update and configure the custom media files using Contact Center Manager Administration
(CCMA) Prompt Management. In Avaya Aura® Media Server High Availability-based solutions, you
configure your custom media files only on the primary Avaya Aura® Media Server. The custom
media files are stored in the Content Store and they are automatically replicated to the backup
Avaya Aura® Media Server.
In Avaya Aura® Media Server High Availability-based solutions, you use Element Manager to modify
the default “canned” media files of the primary Avaya Aura® Media Server. The Content Store
contents, including the updated media files, are automatically replicated to the backup Avaya Aura®
Media Server.
Configure the following Avaya Aura® Media Server resources and settings only on the primary
Avaya Aura® Media Server:
• Locale and Content Namespace
• Trusted Avaya Aura® Contact Center (CCMS) servers
• Custom media files (WAV) for announcements (stored in a Content Namespace in the Content
Store)
• Custom music media files (stored in a streamsource namespace in the Content Store)
• Default “canned” media files
• Streamed music source (Really Simple Syndication or SHOUTCast)
• Media Processing and Security
Configure the following Avaya Aura® Media Server resources and settings on every Avaya Aura®
Media Server in the cluster:
• High Availability configuration
March 2016 Avaya Aura® Contact Center Overview and Specification 124
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Network configurations
Figure 5: Content Store replication between multiple Avaya Aura® Media Servers with High
Availability
In this configuration, you designate one Avaya Aura® Media Server HA pair as the "Master Pair" and
the Primary server in the "Master Pair" is designated: "Master Cluster Primary AAMS". The IP
address of this Master Cluster Primary AAMS is configured on all other Primary AAMS servers in all
of the other HA pairs.
In Contact Center Manager Administration, you configure each Avaya Aura® Media Server HA pair
as a media server, using the managed IP address, and assign it to handle conference media
services.
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Avaya Aura® Media Server
Licensing
In Contact Center Manager Administration (CCMA), add each Avaya Aura® Media Server HA pair as
a single Media Server and enter the Managed IP address of each pair as the IP address of that
single Media Server. Avaya Aura® Contact Center then uses each HA pair as a single media
processor. If one Avaya Aura® Media Server fails, the other Avaya Aura® Media Server in that pair
takes over media processing.
When Avaya Aura® Contact Center uses WebLM licensing, Contact Center License Manager
pushes license keys to all Avaya Aura® Media Servers configured as Media Servers in CCMA.
Contact Center License Manager pushes license keys to both Avaya Aura® Media Servers of each
High Availability pair. When Avaya Aura® Contact Center uses WebLM licensing, Avaya Aura®
Media Server does not require a license file or any specific licensing configuration. Do not configure
WebLM licensing on Avaya Aura® Media Server.
Each Avaya Aura® Media Server HA pair requires two VALUE_CCTR_AMS_INSTANCE licenses.
Figure 6: Avaya Aura® Media Servers with High Availability and WebLM licensing
Multiple High Availability pair configuration
Avaya Aura® Media Server supports custom (customer generated) media files and default (canned)
media files. You update and configure the custom media files using Contact Center Manager
Administration (CCMA) Prompt Management. Use Element Manager to modify the default “canned”
media files of the primary Avaya Aura® Media Server.
Configure the following Avaya Aura® Media Server resources and settings on the primary server of
the Avaya Aura® Media Server High Availability Content Store master pair:
• Locale and Content Namespace
March 2016 Avaya Aura® Contact Center Overview and Specification 126
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Network configurations
• Custom media files (WAV) for announcements (stored in a Content Namespace in the Content
Store)
• Custom music media files (stored in a streamsource namespace in the Content Store)
• Default “canned” media files
Configure the following Avaya Aura® Media Server resources and settings on each primary Avaya
Aura® Media Server:
• Locale
• Streamed music source (Really Simple Syndication or SHOUTCast)
• Trusted Contact Center Manager Server (CCMS) servers
• Media Processing and Security
Configure the following Avaya Aura® Media Server resources and settings on every Avaya Aura®
Media Server in the cluster:
• High Availability configuration.
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Avaya Aura® Media Server
automatically replicates to the primary server at the remote side, and from that server to the other
Avaya Aura® Media Server servers in the remote site cluster.
Avaya Aura® Contact Center supports the deployment of Avaya Aura® Media Server High
Availability pairs at a Remote Geographic Node site. You can also deploy Avaya Aura® Media
Server High Availability pairs at multiple remote sites in your solution.
Prompt Management in a geographic redundancy environment
If a failover occurs to the Remote Geographic Node (RGN) site, you must update the Master
Content Store setting to point to your local Master Content Store node at the RGN site. When you
update this setting, you can use Contact Center Manager Administration for prompt management at
the RGN site.
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Network configurations
The diagram above describes a Mission Critical HA solution with a Remote Geographic Node site.
In this example call ingress points are distributed across four locations (London North, London
South, Luxembourg, Amsterdam), but the active Avaya Aura® MS instances must be co-located with
their AACC servers. This means that all voice traffic is backhauled to the currently active data center
(London North). The Avaya Aura® MS instances at the RGN site are single Avaya Aura® MS servers
– Avaya Aura® MS High Availability pairs at RGN sites were previously not supported in Avaya
Aura® Contact Center solutions.
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Avaya Aura® Media Server
March 2016 Avaya Aura® Contact Center Overview and Specification 130
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Network configurations
There are options available to the administrator to ensure that each agent on a customer call is
located near to the Avaya Aura® MS instance that the call is anchored on. Avaya recommends that
administrators define location-specific skillsets. If the solution uses location-specific skillsets, the
QUEUE TO SKILLSET script command can identify the preferred location of an agent to choose for
each customer call. Assigning these skillsets with a high priority to agents in the applicable
locations, and with lower priority to agents in other locations, ensures that Contact Center chooses
agents in closer proximity to the AMS instance in preference to other agents with the same basic
skillset. Consider the following example:
• The Contact Center solution includes call ingress points in Dublin and London.
• There are Contact Center agents located in both Dublin and London.
• For calls related to sales, create skillsets named Sales_Dublin and Sales_London.
• Assign the Sales_Dublin skillset to sales agents located in Dublin with a high priority and,
optionally, assign these agents to the Sales_London skillset with a lower priority.
• Assign the Sales_London skillset to sales agents located in London with a high priority and,
optionally, assign these agents to the Sales_Dublin skillset with a lower priority.
There are periods in the course of a customer call that the agent-end media originates from, or is
terminated at, a Communication Manager gateway rather than the agent phoneset. Avaya Aura®
Contact Center does not support the selection of gateways to use for agent call legs. This is an
engineering consideration that must be taken into account by administrators of any solution using
Avaya Aura® MS Zoning.
For more information on how to configure Avaya Aura® MS Zoning, see Avaya Aura® Contact
Center Commissioning for Avaya Aura® Unified Communications.
WAN requirements
The following is a list of Wide Area Network (WAN) requirements for Avaya Aura® MS Zoning:
• Network jitter must be under 20 milliseconds (ms). Avaya recommends that this figure is less
than 10 ms.
• Avaya recommends that packet loss is 1% or less.
• For low loss, jitter, and latency traffic characteristics, by default Avaya Aura® MS marks voice
packets with Differentiated Services Code Point (DSCP) - Expedited Forwarding (EF). These
characteristics are suitable for real-time voice services and help to prioritize the audio traffic.
You can configure the value to suit your network and solution.
• Bandwidth requirements depend on how many channels are running across each WAN
segment, and on the codec used:
- G.711 (using 20 ms packetization intervals) requires 80 kbps per stream including IP/UDP/
RTP. Adding Layer 2 over Multilink Point-to-Point Protocol (MLP) gives a total of 86kbps per
stream.
- G.729A (using 20-ms packetization intervals) requires 24 kbps per stream including IP/UDP/
RTP. Adding Layer 2 over MLP gives a total of 30kbps per stream.
• Consider the following for ITU G.115:
- One-way delay is acceptable up to 150 ms (this is mouth to ear, including network, audio
codec, and framing for example). 150 ms – 250 ms is acceptable in certain environments.
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Avaya Aura® Media Server
- Minimize network delay to avoid impacting quality. Distance impacts this number and is
unavoidable. Avaya recommends that network delay is 80 ms (one-way) or less.
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Chapter 12: High Availability fundamentals
This chapter describes High Availability concepts and features that are common to all High
Availability solutions.
Avaya Aura® Contact Center supports High Availability for fault tolerant and mission critical contact
centers. Contact Center supports the following levels of campus high availability:
• Mission Critical High Availability for SIP-enabled Contact Centers
• Hot-standby High Availability for AML-based Contact Centers
The level of Contact Center application High Availability you can achieve depends on your complete
enterprise Contact Center solution. You can configure your Contact Center to have no single point
of failure. Contact Center also supports geographic data resiliency and disaster recovery.
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High Availability fundamentals
The Managed IP address of the High Availability pair, the IP address of the active server, and the IP
address of the standby server must all be in the same network subnet IP address range. For
example, with a subnet mask of 255.255.255.0, if the active server IP address is 172.1.1.X and the
standby server IP address is 172.1.1.Y, then the Managed IP address for the HA pair must be
172.1.1.Z.
Managed name
Administrators can configure a Managed name that maps to the Managed IP address. The
configuration of this Managed name can be on a Domain Name System (DNS) or in the hosts files
on the servers that connect to the High Availability servers.
Applications and servers connecting to a High Availability-enabled Contact Center must use the
Managed IP address or Managed name, not the physical names or IP addresses of the active and
standby servers. For example, Agent Desktop must use the Managed IP address or Managed name
to connect to Contact Center in a High Availability solution.
Campus switchover
In a campus environment, a switchover from the active server to the standby server appears as a
server restart to external applications that are using the Managed IP address.
You can manually initiate a switchover or you can configure Contact Center to trigger a switchover
automatically when the servers lose communication or if a service or hardware fails on the active
server. For a switchover to occur, the standby server must be shadowing the active server and
switchover must be enabled on both servers.
The main advantages of campus High Availability are:
• Automatic switchover
• Short switchover time
• Minimal switchover steps
• Third-party applications using the Managed IP address or Managed name experience
continued service
Email notification of switchover
You can configure Contact Center to send email notifications automatically when a switchover
occurs, to alert the Contact Center administrator. The email notifications provide switchover
information to a configured recipient email address. This switchover information includes:
• A description of the switchover type; whether the switchover is manual, is automatic due to a
critical service failure, or is automatic due to network communication failure.
• For automatic switchovers, additional information on the critical service or network failures.
This information can include event IDs and the switchover time.
In the case of automatic switchovers due to service or network failures, Contact Center sends two
emails. The first email informs the administrator that a switchover is imminent, and the second email
confirms the successful completion of the switchover.
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Contact Center application geographic redundancy
Database shadowing
The following Avaya Aura® Contact Center components store information in a Caché database:
• Contact Center Manager Server (CCMS)
• Contact Center Manager Administration (CCMA)
• Communication Control Toolkit (CCT)
• Contact Center Multimedia (CCMM)
This Caché database technology supports database shadowing for fault tolerant and mission critical
solutions such as Avaya Aura® Contact Center. To use Caché database shadowing, you must have
two of each resilient application, an active application server and a corresponding standby
application server.
The standby server constantly retrieves logical records of database updates from the active server,
so that the standby server always has a near real-time copy of the active database. This process is
called database shadowing: the standby server is shadowing the active server database.
Therefore, the standby server has the most recent configuration and data, and it can take over from
the active server if necessary.
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High Availability fundamentals
Trusted IP address
The active and standby servers use a Trusted IP address to verify network connectivity. If one HA
server cannot communicate with the other HA server, it checks the connection to the Trusted IP
address. Each HA server uses this mechanism to validate whether it has lost the connection to the
network or lost the connection to the other server.
If the active server cannot communicate with the Trusted IP address, if shadowing and switchover
are enabled, then the active server stops processing contacts and shuts down. The standby server
starts processing contacts if it cannot communicate with the active server but can communicate with
the Trusted IP address.
If an active server cannot connect to the Trusted IP address on startup, then no Contact Center
services start on that server.
You must use the IP address of some reliable part of your IT infrastructure, that is always available
to respond to a ping request, as the Trusted IP address.
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Geographic High Availability solution
The following diagram shows an example of a geographic High Availability solution with HA at the
campus. The standby Voice Contact Server shadows the active Voice Contact Server. The standby
Multimedia Contact Server shadows the active Multimedia Contact Server. The Remote Geographic
Node server on the remote geographic site shadows the active Voice Contact Server on the campus
site. The Remote Geographic Node Multimedia Contact Server shadows the active Multimedia
Contact Server on the campus site.
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High Availability fundamentals
Figure 10: Example of a Geographic High Availability solution with HA at the campus
March 2016 Avaya Aura® Contact Center Overview and Specification 138
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Contact Center Application High Availability
March 2016 Avaya Aura® Contact Center Overview and Specification 139
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High Availability fundamentals
Figure 11: Single Avaya Aura® Media Server with High Availability
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Avaya Aura® Media Server
Figure 12: Multiple Avaya Aura® Media Servers with High Availability
In this deployment, you configure Content Store (CStore) replication across the Avaya Aura® Media
Server Primary servers. This allows you to perform configuration on a single primary server only,
and the configuration automatically replicates to the other Avaya Aura® Media Server servers in the
network configuration.
In Contact Center Manager Administration, you configure each Avaya Aura® Media Server
redundant pair as a separate media server, using the managed IP address, and assign it to handle
conference media services. Contact Center License Manager pushes licenses to the Avaya Aura®
Media Servers. You must restart Contact Center License Manager to push the licenses to the Avaya
Aura® Media Servers. Do not configure WebLM licensing on the Avaya Aura® Media Server servers.
Avaya Aura® Media Server Remote Geographic Node deployment
Where the contact center deploys High Availability with a Remote Geographic Node, implement an
Avaya Aura® Media Server cluster or HA pair at the remote site. The Avaya Aura® Media Server
servers at the remote site obtain licenses from the Avaya Aura® Contact Center servers at that
remote site.
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High Availability fundamentals
Figure 13: Multiple Avaya Aura® Media Servers in a Remote Geographic node configuration
In this deployment, you configure Content Store (CStore) replication between the primary server of
the remote cluster and the primary configuration server on the campus. This allows configuration on
only a single primary server on the campus, and the configuration automatically replicates to the
primary at the remote side, and from that server to the other Avaya Aura® Media Server servers in
the remote site cluster.
Note:
Avaya Aura® Contact Center supports the deployment of Avaya Aura® Media Server High
Availability pairs at a Remote Geographic Node site. You can also deploy Avaya Aura® Media
Server High Availability pairs at multiple remote sites in your solution.
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Campus network configuration
place to communicate securely with the Application Enablement Services server and to support
High Availability switchover.
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High Availability fundamentals
the same amount of memory, the same CPU type, and the exact same Operating System patches.
The Remote Geographic Node server must have the Contact Center software installed on the same
partitions as the campus server, and it must be patched to the same level. The campus and Remote
Geographic Node servers must have the same patch level and the same operating system updates.
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Licensing
These alerts include Windows events, Simple Network Management Protocol (SNMP) alarms, and
email messages.
Licensing
High Availability (HA) is a licensed feature. Contact Center enables HA when you purchase a
standby server license.
For campus HA, the license file is based on two MAC addresses, the MAC address of the active
server and the MAC address of the standby server. The license file, containing the active and
standby MAC addresses, is installed on both servers. If a switchover occurs, the standby server
processes calls. The standby server has a HA license, and does not use the grace period
mechanism.
For geographic HA, the license file is based on two MAC addresses, the MAC address of the active
server and the MAC address of the Remote Geographic Node server. The license file, containing
the active and Remote Geographic Node server MAC addresses, is installed on the active server
and on the Remote Geographic Node server.
If Contact Center has HA at the campus, when a campus switchover occurs, the standby campus
server takes over call processing. The standby server uses the licensing grace period mechanism.
This gives the Contact Center Administrator 30 days grace to figure out why the switchover occurred
and to reinstate the active server.
Hot patching
Microsoft Windows Server 2012 R2 does not support the patching of running applications. You must
stop a Windows Server 2012 R2 application to patch it. Avaya Aura® Contact Center is supported on
the Microsoft Windows Server 2012 R2 operating system. The Contact Center High Availability
feature supports Hot Patching. In a Contact Center using the High Availability feature, two sets of
Contact Center applications run, but only the active set processes contacts. The standby
applications do not process contacts and can therefore be stopped and patched without shutting
down the Contact Center.
A small number of Contact Center patches or service packs might not support Hot Patching, and
these updates can require a maintenance window. Read the patch or service pack Readme file to
determine if it supports Hot Patching.
If your Contact Center is licensed for active and standby servers, you can patch software to
minimize down time during the patching process. You must ensure that you patch both the active
and standby servers to the same level of patch.
For more information about Hot Patching the active and standby servers, see Upgrading and
patching Avaya Aura® Contact Center.
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High Availability fundamentals
More information
• For information on Mission Critical High Availability see Avaya Aura® Contact Center and
Avaya Aura® Unified Communications Solution Description.
• For information on Hot-standby High Availability, see Avaya Aura® Contact Center and Avaya
Communication Server 1000 Solution Description.
March 2016 Avaya Aura® Contact Center Overview and Specification 146
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Chapter 13: Avaya Aura® Experience Portal
Integration
Avaya Aura® Experience Portal is an open standards-based self-service software platform which
offers industry leading reliability and scalability to help reduce costs and simplify operations.
Avaya Aura® Experience Portal software is deployed on standard Linux servers and it supports
integration with SIP-enabled systems, including Avaya Aura® Communication Manager and Avaya
Aura® Contact Center.
The Avaya Aura® Experience Portal system consists of an Experience Portal Manager (EPM), which
controls the Experience Portal system and Media Processing Platform (MPP) servers, which
process all calls. The Experience Portal system typically includes an Automatic Speech Recognition
(ASR) server, Text-to-Speech (TTS) speech servers, and application servers.
Avaya Aura® Contact Center supports the following types of integration with Avaya Aura®
Experience Portal:
• Front-end Avaya Aura® Experience Portal with SIP-enabled Contact Center
• Back-end Avaya Aura® Experience Portal with SIP-enabled Contact Center using SIP header
information
• Back-end Avaya Aura® Experience Portal with SIP-enabled Contact Center using Context
Creation
• Front-end Avaya Aura® Experience Portal with Contact Center - Web Service Open Interfaces
In a front-end Avaya Aura® Experience Portal integration, the customer call is processed first by
Avaya Aura® Experience Portal and then by Avaya Aura® Contact Center. In a back-end Avaya
Aura® Experience Portal integration, the customer call is processed first by Avaya Aura® Contact
Center and then by Avaya Aura® Experience Portal. Avaya Aura® Contact Center supports front-end
and back-end Avaya Aura® Experience Portal integration in a single solution.
The following mechanisms support transferring calls and call data between Avaya Aura® Experience
Portal and Contact Center:
• Landing Pads. Contact Center Web Service Open Interfaces enable self-service systems to
transfer a call into Avaya Aura® Contact Center by reserving a Landing Pad. Contact Center
Web Service Open Interfaces allow custom data to be passed with the call. To enable Contact
Center Landing Pads you must configure Contact Center Web Service Open Interfaces.
• SIP header information. SIP includes a number of message headers in each SIP message.
These headers contain information that enables the receiver to understand and use the
message properly. In a contact center solution, SIP headers can be used to transfer small
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Avaya Aura® Experience Portal Integration
The following table shows the additional licensing requirements for each Avaya Aura® Contact
Center and Avaya Aura® Experience Portal integration type:
Solution type CS 1000 AML-based Contact Avaya Aura SIP-enabled
Center Contact Center
Landing Pads OI Open Queue and OI Universal OI Open Queue and OI Universal
Networking. Networking.
Front-end Avaya Aura® N/A No additional licenses required.
Experience Portal
Back-end Avaya Aura® Experience N/A No additional licenses required.
Portal
SIP INFO message using Context N/A No additional licenses required.
Creation
March 2016 Avaya Aura® Contact Center Overview and Specification 148
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Data transfer methods
Contact Center supports ASCII key-value pairs with a key name of up to 25 characters and a value
size of up to 80 characters.
Voice XML
Voice XML (VXML) is a standard XML format for specifying interactive voice dialogs between a
human and a computer. Voice XML is designed for creating audio dialogs that feature synthesized
speech, digitized audio, recognition of spoken and DTMF key input, recording of spoken input,
telephony, and mixed initiative conversations. A typical Voice XML play and collect application plays
March 2016 Avaya Aura® Contact Center Overview and Specification 149
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Avaya Aura® Experience Portal Integration
voice prompts to customers asking them to enter digits using their phone. The application then
collects the customer digits and returns them for processing to the contact center.
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SIP-enabled Avaya Aura® Contact Center
Contact Intrinsic data enriches the context and information presented to agents with each customer
contact. Contact Intrinsic data makes it easy to develop screen pops, reducing the time, effort and
cost required to launch new capabilities. Avaya recommends that you use Contact Intrinsic data.
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Avaya Aura® Experience Portal Integration
P‐Intrinsics reduce the amount of time the agents spend on each call, improve the customer
experience, and make Contact Center more efficient.
User-to-User Information
SIP-enabled systems can use User-to-User Information (UUI) to transmit small amounts of data
between systems within SIP header messages.
Voice XML applications can use SIP header information to collect, store, and transport customer
call-related information. Voice XML application can use customer interview data to modify the SIP
header, and then pass the customer call along with updated header data to the next application in
the solution. Voice XML applications can also use SIP header information to make processing
decisions about a customer call. Examples of SIP header UUI data include a customer account
number obtained during a self-service customer interview.
Avaya Agent Desktop and Avaya Aura® Contact Center Orchestration Designer can also modify
User-to-User Information.
This SIP header UUI data can be used to support Avaya Aura® Application Sequencing.
March 2016 Avaya Aura® Contact Center Overview and Specification 152
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Front-end Avaya Aura® Experience Portal self-service using Contact Center Web Service Open Interfaces
The Web Service Open Interfaces enable self-service systems and third-party applications to
transfer a call into the Contact Center by reserving a Landing Pad on the target Contact Center; it
also allows custom data to be passed with the call. When the Landing Pad is reserved, the call must
be transferred to Contact Center within 20 seconds. If not, the Landing Pad is unreserved and the
call fails, giving a fast busy tone. Avaya recommends that you put the Landing Pad reservation code
just before the transfer in the Voice XML application code.
Avaya recommends that you configure multiple Landing Pads in each Contact Center to ensure
proper capacity and scalability.
March 2016 Avaya Aura® Contact Center Overview and Specification 153
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Avaya Aura® Experience Portal Integration
Figure 14: Example of front-end Avaya Aura® Experience Portal using Contact Center Web Service
Open Interfaces
March 2016 Avaya Aura® Contact Center Overview and Specification 154
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Front-end Avaya Aura® Experience Portal and SIP-enabled Contact Center
4. The Avaya Voice Browser contacts the application server and passes it the URI.
5. The application server returns a Voice XML page to the Avaya Voice Browser.
6. Based on instructions on the Voice XML application, the MPP uses prerecorded audio files,
Text-to-Speech (TTS), or both to play a prompt to start interaction with the caller.
7. If the customer responds by:
• Entering Dual-tone multi-frequency (DTMF) digits, the MPP establishes a connection to a
TTS server and the ASCII text in the speech application is forwarded for processing. The
TTS server renders the text as audio output in the form of synthesized speech which the
MPP then plays for the caller.
• Speaking, the MPP establishes a connection to an Automatic Speech Recognition (ASR)
server and sends the caller's recorded voice response to the ASR server for processing.
The ASR server then returns the results to the application for further action.
8. The customer chooses to speak to an agent.
9. The Voice XML application connects to the Contact Center Manager Server Open Interface
Web services. The Voice XML application requests a Landing Pad number. As part of the
Landing Pad number request the Voice XML applications specifies a destination Controlled
Directory Number (CDN), transfer type (blind, bridged, or consult transfer), contact ID
number, and Contact Intrinsics.
10. Contact Center Manager Server returns the Landing Pad number to the Voice XML
application.
11. The Experience Portal Media Processing Platform (MPP) server uses this Landing Pad
number to complete the blind transfer of the customer call to the destination CDN.
12. Contact Center Manager Server is now controlling the customer call. Contact Center
Manager Server routes the call to an appropriate agent skillset.
13. The call is offered to a Contact Center agent.
14. The Contact Center agent answers the customer call.
15. The XML application terminates the call when it finishes execution or when the caller
releases the call.
A combined Avaya Aura® Experience Portal self-service system and Avaya Aura® Contact Center
solution gives customers exceptional service and improved efficiency. Front-end self-service
automation reduces contact center operating costs and improves Customer Satisfaction (CSAT).
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Avaya Aura® Experience Portal Integration
end self-service automation reduces contact center operating costs and improves Customer
Satisfaction (CSAT).
Avaya Aura® Experience Portal uses XML speech applications and SIP messaging-based
information to integrate with Avaya Aura® Contact Center. A self-service Voice XML speech
application running on the Avaya Aura® Experience Portal Tomcat application server answers
customer calls and modifies the call-associated User-to-User Information (UUI) based on customer
answers and inputs. When customer calls are transferred to Contact Center agents, the agents use
the call-related Contact Intrinsic data to access customer details. This reduces the amount of time
the agents spend on each call, improves customer experience, making Contact Center more
efficient.
Avaya recommends that you create your XML speech applications with Avaya Aura® Orchestration
Designer. Avaya Aura® Experience Portal automatically includes all Orchestration Designer
applications in the Application Summary report and Application Detail report. If you want these
reports to display messages and status information from an application developed in a third-party
tool, you must manually log the messages and status information from that application using the
Application Logging Web service.
The following diagram shows a typical solution layout of a front-end Avaya Aura® Experience Portal
self-service integration with Avaya Aura® Contact Center and Avaya Aura® Communication
Manager.
March 2016 Avaya Aura® Contact Center Overview and Specification 156
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Front-end Avaya Aura® Experience Portal and SIP-enabled Contact Center
Figure 15: Example of front-end Avaya Aura® Experience Portal and SIP-enabled Contact Center
March 2016 Avaya Aura® Contact Center Overview and Specification 157
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Avaya Aura® Experience Portal Integration
4. The Avaya Voice Browser contacts the application server and passes it the URI.
5. The application server returns a Voice XML page to the Avaya Voice Browser.
6. Based on instructions on the Voice XML application, the MPP uses prerecorded audio files,
Text-to-Speech (TTS), or both to play a prompt to start interaction with the caller.
7. If the customer responds by entering Dual-Tone Multi-Frequency (DTMF) digits, the MPP
establishes a connection to a TTS server and the ASCII text in the speech application is
forwarded for processing. The TTS server renders the text as audio output in the form of
synthesized speech which the MPP then plays for the caller.
8. The customer chooses to speak to an agent.
9. The Voice XML application connects to the Contact Center Manager Server. The Voice XML
application specifies a destination Controlled Directory Number (CDN) or Agent, transfer
type (blind, bridged, or consult transfer), contact ID number, and UUI data generated Contact
Intrinsics.
10. The Experience Portal Media Processing Platform (MPP) server completes the blind transfer
of the customer call to the destination CDN.
11. The Contact Center Manager Server SIP Gateway Manager (SGM) is now controlling the
customer call. The SGM routes the call to an appropriate agent skillset.
12. A Contact Center agent is offered the call. The agent can access customer details and
Contact Intrinsics before answering the call.
13. The Contact Center agent receives the (customer and call) context information in a screen
pop and answers the customer call.
14. The XML application terminates the call when it finishes execution or when the caller
releases the call.
A combined Avaya Aura® Experience Portal self-service system and SIP-enabled Avaya Aura®
Contact Center solution gives customers exceptional service and improved efficiency. Front-end
self-service automation reduces contact center operating costs and improves Customer Satisfaction
(CSAT).
Avaya Aura® Experience Portal uses Voice XML applications and SIP header (UUI and P-Intrinsics)
information to integrate with Avaya Aura® Contact Center. This gives enterprises complete flexibility
and control of the integrated solution. The front-end Avaya Aura® Experience Portal self-service
system and Avaya Aura® Contact Center solution is highly flexible and efficient. Avaya supplies
sample Voice XML applications for the rapid integration of a front-end Avaya Aura® Experience
Portal system with an Avaya Aura® Contact Center.
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Back-end Avaya Aura® Experience Portal and SIP-enabled Contact Center
Portal system and Avaya Aura® Contact Center solution gives your customers exceptional service
and improved efficiency. Back-end Interactive Voice Response (IVR) reduces contact center
operating costs and improves Customer Satisfaction (CSAT).
In a typical back-end Avaya Aura® Experience Portal solution, customer calls to the Avaya Aura®
Contact Center are routed to Experience Portal applications for automated processing. Avaya Aura®
Experience Portal applications play voice prompts asking the customer to select items from a menu,
or to input account numbers. The customer responds by entering digits on their phone, or by
speaking (Experience Portal supports optional Automatic Speech Recognition servers). The
Experience Portal applications then collect the customer's response and return it to Avaya Aura®
Contact Center for further treatments, or routing to the next available and an appropriate Agent.
The following diagram shows a typical solution layout of an Avaya Aura® Contact Center with a
back-end Avaya Aura® Experience Portal integration.
Figure 16: Example of back-end Avaya Aura® Experience Portal and SIP-enabled Contact Center
March 2016 Avaya Aura® Contact Center Overview and Specification 159
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Avaya Aura® Experience Portal Integration
March 2016 Avaya Aura® Contact Center Overview and Specification 160
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Back-end Avaya Aura® Experience Portal using Context Creation and SIP-enabled Contact Center
integration. The Avaya Aura® Experience Portal system and Avaya Aura® Contact Center solution is
highly flexible and efficient. Avaya supplies sample Voice XML applications for the rapid integration
of a back-end Avaya Aura® Experience Portal system with an Avaya Aura® Contact Center.
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Avaya Aura® Experience Portal Integration
Contact Intrinsics. The Orchestration Designer script can then access and use the Contact Intrinsics
for the call, and Contact Center can pass them on to Avaya Agent Desktop.
This sample Dialog and Context Creation applications can return multiple values from Avaya Aura®
Experience Portal, rather than the single value returned by the Avaya Aura® Contact Center sample
Play and Collect VoiceXML application. The Context Creation sample application supports more
complex data. The call‐related context information is returned in a SIP INFO message body. A SIP
INFO message body holds and transfers much more information than a SIP header.
When using the Context Creation sample application, the SIP message body data is hex‐encoded
and XML‐formatted (using the same encoding as P‐Intrinsics).
Example of a single intrinsic in VoiceXML code (Note: spaces are not supported):
<cc><i>CUSTOMER_SESSION_ID=12345</i></cc>
Example of the single intrinsic when Hex‐encoded:
3c63633e3c693e435553544f4d45525f53455353494f4e5f49443d31323334353c2f693e3c2f63633e
The following diagram shows a typical solution layout of an Avaya Aura® Contact Center with a
back-end Avaya Aura® Experience Portal integration.
March 2016 Avaya Aura® Contact Center Overview and Specification 162
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Back-end Avaya Aura® Experience Portal using Context Creation and SIP-enabled Contact Center
Figure 17: Example of back-end Avaya Aura® Experience Portal using the Context Creation sample
application
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Avaya Aura® Experience Portal Integration
Center Manager Server records Master script and Primary script actions in statistical
records.
3. The Avaya Aura® Contact Center script issues a GIVE IVR for an external media server
(XDIALOG), supplying the URI identifier of the Avaya Aura® Experience Portal.
4. Avaya Aura® Contact Center retains control of the call and sends a SIP INVITE message
to Avaya Aura® Experience Portal. Avaya Aura® Contact Center specifies treatment
parameters in the SIP INVITE message. The SIP INVITE message has “treatmenttype” set
to “contextcreation”.
5. Avaya Aura® Experience Portal passes the call to the sample CCXML dialog application on
the Apache Tomcat application server.
6. The CCXML dialog application accepts and retrieves IVR parameters from the SIP INVITE
message.
7. The CCXML dialog application invokes the Context Creation Voice XML application with the
parameters retrieved from Avaya Aura® Contact Center.
8. The Context Creation Voice XML application streams Real-time Transport Protocol (RTP)
streams into the associated Avaya Aura® Media Server conference, and prompts the
customer to enter digits on their phone.
9. The Context Creation Voice XML application collects the digits entered by the customer.
• If the digits match the first account number (AccountA=123123) in the application’s
config.properties file, the Context Creation application uses the “Context Data for account
A” data from the configuration file and hex encodes it.
• If the entered digits match the second account (AccountB=456456) in the application’s
config.properties file, the Context Creation application uses the “Context Data for account
B” data from the configuration file and hex encodes it.
The sample Context Creation application uses the account number details from the
configuration files for illustration purposes. In a real solution, you can extract the context data
from anywhere; be it an external database, a Customer Relationship Management (CRM)
system, or from context gathered within the Orchestration Designer application.
10. The Context Creation Voice XML application then passes the encoded hex data back to the
CCXML dialog application.
11. The CCXML dialog application returns the encoded hex data to Avaya Aura® Contact Center
in a SIP INFO message. Because “treatmenttype” was set to “contextcreation”, the dialog
application sets the type of the SIP message body to ‘application/x‐aacc‐info’.
12. The CCXML dialog application then drops out (BYE).
13. The Avaya Aura® Contact Center SIP Gateway Manager (SGM) recognizes this SIP
message type and creates context information for the call by converting the hex encoded
data in the SIP INFO message body into Contact Intrinsics.
14. The Avaya Aura® Contact Center script logs the returned value.
Avaya Aura® Contact Center uses Call Control XML and Voice XML applications to integrate with
Avaya Aura® Experience Portal. This gives enterprises complete flexibility and control of the solution
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Avaya DevConnect
integration. The Avaya Aura® Experience Portal system and Avaya Aura® Contact Center solution is
highly flexible and efficient. Avaya supplies sample Voice XML applications for the rapid integration
of a back-end Avaya Aura® Experience Portal system with an Avaya Aura® Contact Center.
Avaya DevConnect
The Avaya DevConnect Program provides a wide range of developer resources, including access to
APIs and SDKs for Avaya products, developer tools, technical support options, and training
materials. Registered membership is free to anyone interested in designing Avaya-compatible
solutions. Enhanced Membership options offer increased levels of technical support, compliance
testing, and co-marketing of innovative solutions compatible with standards-based Avaya solutions.
Avaya Aura® Contact Center supplies generic sample Avaya Aura® Experience Portal applications
for demonstration purposes. If you plan to use these sample applications, you must review the
sample code and customize it to your solution prior to deploying in production.
For more information, and to download the complete Avaya Aura® Experience Portal and Avaya
Aura® Contact Center sample files, see Orchestration Designer Sample Applications on
www.avaya.com/devconnect.
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Chapter 14: Technical support
If you require remote technical support, your distributor or Avaya technical support staff requests to
connect remotely to your server. You can receive technical support for your Contact Center server
installations through a number of ways.
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Virtual Private Network
When you configure your VPN for remote support, follow these guidelines:
• Create a dedicated subnet for voice application servers (for example, the contact center
subnet), and treat this subnet as mission-critical. (It is a good network engineering practice,
even in a non-VPN environment, to optimize network traffic by grouping servers that need to
communicate with each other on a subnet.)
• Install, at a minimum, VPN Router 1100 (or later) Version 4.8 (or later) with the modem option.
Configure the modem as a user-tunnel to listen on the PSTN.
• Connect the VPN Router to the contact center subnet.
• Configure the VPN Router, as well as network routers and firewalls, to give inbound remote
support users unrestricted access to the Avaya application servers.
• Optionally, restrict remote support user access to other subnets in your LAN or WAN. As usual,
ensure that the Avaya application servers have unrestricted access to the enterprise LAN or
WAN.
• Ensure that the ELAN subnet connects to the contact center subnet using a routed solution
that adheres to the ELAN Engineering requirements. See Converging the Data Network with
VoIP Fundamentals (NN43001-260) and Communication Server 1000M and Meridian 1 Large
System Planning and Engineering (NN43021-220). Take the additional precaution to configure
the network router to permit only intended traffic into the ELAN subnet.
• Activate Split Tunneling on the VPN Router. Concerns over access into the corporate network
can be alleviated by restricting access (through the VPN Router and firewalls) of remote
support staff from other subnets upon logon.
The configurations described in this chapter meet the needs of most users. However, because every
network is different, the exact configurations can not be practical in all environments. Use these
recommendations as a starting point and building block when you create your Remote Support
VPN. The recommended remote support configurations provide the following benefits:
• Protection for your network from unauthorized external users.
• Any location is accessible, even through an analog line, but remains protected by the VPN.
• Flexible designs exist that can be extended to non-Avaya products and can accommodate
customer-specific network requirements.
• VPN equipment is local to the equipment it serves, resulting in network and management
simplicity, while providing central security authentication management.
• The solution is cost-effective.
When you deviate from the recommended configurations, you can sacrifice some of these benefits.
You must get a host-to-gateway configuration for the Remote Support VPN. Note the VPN Router
connection to the contact center subnet.
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Technical support
Direct-connect modem
If the VPN is not available, you can receive remote support over a direct-connect modem, but many
enterprises view this as a security risk.
Due to the operating system communication-layer issues, you cannot configure Contact Center
Manager Administration and the Communication Control Toolkit to use Remote Access Services
(RAS) (and thereby the direct-connect modem) for remote support. Therefore, if you configure
Contact Center Manager Server in a co-resident solution with Contact Center Manager
Administration (or Contact Center Manager Administration and Communication Control Toolkit), and
VPN access is not available, you can use a direct-connect modem access through an external RAS
device on the data-network.
To facilitate remote support through a direct-connect modem the following are required:
• A modem connected to each Contact Center server
• Remote Access Services (RAS) configured on each server
With the listed alternatives, the end-user is responsible for the setup on their premises and the risks
to their equipment associated with this pass-through type of connection.
March 2016 Avaya Aura® Contact Center Overview and Specification 168
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Part 2: Interoperability
March 2016 Avaya Aura® Contact Center Overview and Specification 169
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Chapter 15: Product compatibility
This section specifies the interoperability and compatibility of Avaya Aura® Contact Center with the
other supported components of a contact center solution.
• Avaya Aura Unified Communications platform on page 170
• Avaya Communication Server 1000 platform on page 173
• Avaya Aura Experience Portal on page 177
• Additional voice services on page 179
• Avaya Engagement Development Platform (EDP) snap-in interoperability support on page 180
A typical contact center solution includes Avaya Aura® Contact Center and a number of other
components such as a telephone platform (PABX), an IVR-system, and optional resources to handle
multimedia contacts.
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Avaya Aura® Unified Communications platform
Important:
For more information about the supported Avaya Aura® Unified Communications Service Packs
(SPs), Feature Packs (FPs), patches, and deployment types, refer to the Contact Center
Release Notes.
Important:
PABX products and other products in your solution follow independent life cycle dates.
Depending on their life cycle state, full support might not be available on older versions of these
products. In a case where Contact Center patches require a dependent patch on the PABX, that
patch might not be available on an old switch release that is in End of Manufacture Support life
cycle state. Please refer to life cycle bulletins specific to the products and versions in your
solution.
For more information about integrating Contact Center with the Avaya Aura® Unified
Communications platform and the required patch levels for each component, see Avaya Aura®
Contact Center and Avaya Aura® Unified Communications Integration.
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Product compatibility
March 2016 Avaya Aura® Contact Center Overview and Specification 172
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Avaya Communication Server 1000 platform
Avaya Aura® Contact Center supports the following Avaya Communication Server 1000 AML-based
switches:
AML-based switch Supported versions
Avaya Communication Server 1000 E 7.6
Avaya Communication Server 1000 E SA Co-res 7.6
Avaya Communication Server 1000 E SA 7.6
Avaya Communication Server 1000 E HA 7.6
Avaya Communication Server 1000 M Single Group 7.6
Avaya Communication Server 1000 M Multi Group 7.6
Avaya Communication Server PBX 11C - Chassis 7.6
Avaya Communication Server PBX 11C - Cabinet 7.6
Avaya Communication Server PBX 61C 7.6
Avaya Communication Server PBX 51C 7.6
Avaya Communication Server PBX 81C 7.6
New Avaya Aura® Contact Center Release 7.0 AML-based orders and installations support only
Avaya Communication Server 1000 Release 7.6. Migrating Avaya Aura® Contact Center from an
Avaya Communication Server 1000 platform to Avaya Aura® Unified Communications platform is
supported.
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Product compatibility
To support staged upgrades and migrations, existing solutions using Avaya Communication Server
1000 Release 5.0, 5.5, 6.0, 7.0 or 7.5 can upgrade to Avaya Aura® Contact Center Release 7.0, with
the following conditions:
• Avaya Communication Server 1000 (CS 1000) Release 5.0, 5.5, 6.0, 7.0 and 7.5 are End of
Manufacture Support for Software (EoMS).
• To receive continued CS 1000 support, you must upgrade to CS 1000 Release 7.6.
• AML-based Avaya Aura® Contact Center Hot-standby High Availability is supported only with
CS 1000 Release 7.0, 7.5, and 7.6.
Avaya Communication Server 1000 and other products in your solution follow independent life cycle
dates. Depending on their life cycle state, full support might not be available on older versions of
these products. In a case where Avaya Aura® Contact Center patches require a dependent patch on
the CS 1000, that patch might not be available on an old switch release that is in End of
Manufacture Support life cycle state. Please refer to life cycle bulletins specific to the products and
versions in your solution.
Engineer the Avaya Communication Server 1000 PABX so it can support Contact Center, in
particular engineer PABX resources to support the required agent numbers and call volume. For
more information, see Communication Server 1000M Large System Planning and Engineering
(NN43021-220) and Communication Server 1000E Planning and Engineering (NN43041-220).
The Avaya Communication Server 1000 Home Location Code (HLOC) must not exceed 3999.
Avaya Communication Server 1000 packages and patches
The following Avaya Communication Server 1000 patch is required in AML-based solutions using an
Avaya Communication Server 1000 Release 7.6.
CS 1000 Patch Comment
MPLR32655 Required if package 411 is enabled. Package 411 disconnects calls when agents
attempt to go Not Ready while on a call.
March 2016 Avaya Aura® Contact Center Overview and Specification 174
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Avaya Communication Server 1000 platform
March 2016 Avaya Aura® Contact Center Overview and Specification 175
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Product compatibility
March 2016 Avaya Aura® Contact Center Overview and Specification 176
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Avaya Aura® Experience Portal
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Product compatibility
information between SIP‐enabled applications. Avaya Aura® Contact Center supports the User‐
to‐User Information (UUI) SIP header and the Avaya custom P‐Intrinsics SIP private header.
Avaya Aura® Contact Center Web Service Open Interfaces do not support SIP headers.
• SIP INFO message body using Context Creation: If your call-related context information does
not fit in a SIP User‐to‐User Information (UUI) header or in the larger P-Intrinsics header, you
can use the sample Context Creation application to pass more context information from Avaya
Aura® Experience Portal to Avaya Aura® Contact Center. This sample Context Creation
application can return multiple values from Avaya Aura® Experience Portal, rather than the
single value returned by the sample Play and Collect application. The Context Creation sample
application can return call-related context information in a SIP INFO message body. A SIP
INFO message body holds and transfers much more information than a SIP header.
In an Avaya Communication Server 1000 AML-based solution, Avaya Aura® Contact Center
supports Landing Pads for integration with Avaya Aura® Experience Portal. AML-based solutions do
not support SIP header Information or Contact Intrinsics as call attached data.
In an Avaya Communication Server 1000 SIP-enabled solution, Avaya Aura® Contact Center
supports the following methods of integration with Avaya Aura® Experience Portal:
• Landing Pads
• SIP header Information
• SIP INFO message using Context Creation
In an Avaya Aura® Unified Communications platform based solution, Avaya Aura® Contact Center
supports the following methods of integration with Avaya Aura® Experience Portal:
• Landing Pads
• SIP header information
• SIP INFO message using Context Creation
The following table shows the call transfer mechanism supported by each platform type:
Transfer method CS 1000 AML-based Contact Avaya Aura SIP-enabled
Center Contact Center
Landing Pads Yes Yes
UUI SIP header No Yes
P‐Intrinsic SIP header No Yes
SIP INFO message using Context No Yes
Creation
The following table shows the additional licensing requirements for each Avaya Aura® Contact
Center and Avaya Aura® Experience Portal integration type:
Transfer method CS 1000 AML-based Contact Avaya Aura SIP-enabled
Center Contact Center
Landing Pads OI Open Queue and OI Universal OI Open Queue and OI Universal
Networking. Networking.
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Additional voice services
The following table shows the maximum amount of data supported by each transfer type:
Transfer method CS 1000 AML-based Contact Avaya Aura SIP-enabled Contact Center
Center
Landing Pads Maximum Call Attached Data is Maximum Call Attached Data is 4096 bytes.
4096 bytes. Maximum 5 ASCII Maximum 5 ASCII key-value pairs of Contact
key-value pairs of Contact Intrinsics.
Intrinsics.
UUI SIP header N/A 96 bytes maximum.
using ASAI
P‐Intrinsics SIP N/A Depends on your solution. Note 1
header
SIP INFO message N/A 8K bytes total maximum:
body using Context
• Maximum of 10 ASCII key‐value pairs.
Creation
• And 4729 characters of Call Attached Data
(CAD) within the CC application.
Note 1 The following limitations apply to P‐Intrinsics SIP header information:
• The amount of P‐Intrinsics information associated with a call depends on the other SIP headers in the call
and on the call flow path. Typically, Contact Center supports up to 10 ASCII key-value pairs of P‐Intrinsics.
• If your solution has an Avaya Aura® Communication Manager in the incoming call path, the Refer-To
header for blind transfers is limited to 1500 bytes overall.
Avaya Aura® Contact Center supports ASCII key-value pairs with a key name of up to 25 characters
and a value size of up to 80 characters.
March 2016 Avaya Aura® Contact Center Overview and Specification 179
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Product compatibility
Avaya CallPilot® is not supported in a SIP-enabled Contact Center. For the SIP-enabled Contact
Center the Avaya Aura® Media Server component provides media services.
The following table lists other products supported with Contact Center and Avaya Communication
Server 1000.
Table 7: Product compatibility with Contact Center
For Remote Office, the switch release determines which product version is relevant.
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Part 3: Licensing
March 2016 Avaya Aura® Contact Center Overview and Specification 181
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Chapter 16: Licensing requirements
This section describes the Avaya Aura® Contact Center license types, mechanisms, license files,
and the licensing grace period. This section also describes how to obtain a license for your Avaya
Aura® Contact Center solution.
Contact Center License Manager provides central control and administration of licensing for Avaya
Aura® Contact Center. Contact Center License Manager supports the following licensing
mechanisms:
• WebLM license file: Contact Center License Manager can use an Avaya WebLM license file
to control Avaya Aura® Contact Center licensed features.
• Avaya WebLM server: Contact Center License Manager can obtain licenses from an Avaya
WebLM server, and then use these licenses to control Avaya Aura® Contact Center licensed
features.
• PLIC license file: Contact Center License Manager can use a PLIC license file to control
Avaya Aura® Contact Center licensed features.
Use the Avaya WebLM license file or the Avaya WebLM server option with nodal SIP-enabled
Avaya Aura® Contact Center solutions. Use the PLIC license file option with Avaya Communication
Server 1000 AML-based (nodal and corporate) Avaya Aura® Contact Center solutions.
Contact Center License Manager supports the following license types:
• Nodal Enterprise: licensing type for a single contact center solution.
• Corporate Enterprise: licensing type for a network of Avaya Aura® Contact Center
installations.
• Nodal NCC: licensing type when you install a Network Control Center.
• Corporate NCC: licensing type when you install a Network Control Center in a Corporate
environment.
Before installing Avaya Aura® Contact Center software, you must choose a license type and a
licensing mechanism. The licensing options available to you depend on your Contact Center
solution type (AML-based or SIP-enabled), and on the ordering process you use.
March 2016 Avaya Aura® Contact Center Overview and Specification 182
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License types
License types
Contact Center License Manager supports the following license types:
• Nodal Enterprise licensing on page 183
• Corporate Enterprise licensing on page 183
• Nodal NCC licensing on page 184
• Corporate NCC licensing on page 184
March 2016 Avaya Aura® Contact Center Overview and Specification 183
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Licensing requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 184
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Licensing mechanisms
Licensing mechanisms
Contact Center License Manager supports the following licensing mechanisms:
• WebLM license file: You can install a suitably configured WebLM license file on the Contact
Center License Manager server. Contact Center License Manager then uses this WebLM
license file to control Avaya Aura® Contact Center licensed features. WebLM license files do
not support Corporate licensing.
• Avaya WebLM server on a virtual machine: Contact Center License Manager supports only
Avaya WebLM Virtualized Environment (VE) vAppliance, Release 6.3.2 or Release 6.3.8, as a
remote WebLM server. You can download this vAppliance from Avaya PLDS. Install and
commission a suitably licensed VE WebLM server in your solution. Contact Center License
Manager obtains licenses from this remote WebLM server, and uses these licenses to control
Avaya Aura® Contact Center licensed features. Avaya WebLM server does not support
Corporate Licensing.
• PLIC license file: You can install a suitably configured PLIC license file on the Contact Center
License Manager server. Contact Center License Manager then uses this PLIC license file to
control Avaya Aura® Contact Center licensed features.
You can view the licensed features for both licensing mechanisms using the License Manager
Configuration Utility.
At startup, Contact Center License Manager identifies the license mechanism and extracts the
licenses required by the other Avaya Aura® Contact Center applications and features.
For more information about the licensing mechanisms, see the following:
• WebLM licensing mechanism on page 185
• PLIC licensing mechanism on page 187
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Licensing requirements
so it can push the licenses to Avaya Aura® Media Server. Do not configure WebLM licensing on
Avaya Aura® Media Server servers.
Avaya Aura® Contact Center supports WebLM in nodal contact centers. WebLM does not support
Avaya Aura® Contact Center corporate licensing.
The following diagram shows how Contact Center License Manager works with either a WebLM
license file or an Avaya WebLM license server.
Contact Center License Manager supplies PLIC license keys to the Avaya Aura® Contact Center
(AACC) applications.
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How to obtain an Avaya Aura® Contact Center license
When Contact Center License Manager requests licenses from an Avaya WebLM server, it reserves
all the Contact Center licenses available on that server. Avaya Aura® Contact Center therefore
supports only the PLDS standard license file (SLF) type. Avaya Aura® Contact Center does not
support the WebLM Enterprise model.
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Licensing requirements
Important:
A corporate license file can be generated only from the LM server subnet Network Interface
Card (NIC) MAC address. WebLM does not support Corporate licensing.
For more details about obtaining a license file, see the following:
• How to obtain a license for a nodal SIP-enabled solution on page 188
• How to obtain a license for a nodal AML-based solution on page 190
• How to obtain a Corporate license on page 191
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How to obtain an Avaya Aura® Contact Center license
Depending on the order tool path you used, you have the following options:
1. Obtain the contact center server subnet NIC MAC address (CLAN NIC MAC address) of the
Contact Center License Manager server.
2. Use the CLAN NIC MAC address to obtain a nodal Avaya WebLM license file from the
Avaya Product Licensing and Delivery System (PLDS).
3. Load the Avaya WebLM license file into Contact Center License Manager and use it to
enable Contact Center licensed features. When Contact Center License Manager loads the
license, if the unique number in the license does not match the LM server MAC address,
then License Manager shuts down and Avaya Aura® Contact Center cannot process
contacts. If the unique number in the license matches the LM server MAC address, then
License Manager provides license keys, and Avaya Aura® Contact Center processes
customer contacts.
OR
1. When using the Virtualized Environment deployment of Avaya WebLM server, obtain the
Avaya WebLM host ID from the WebLM user interface.
2. Use the WebLM host ID to obtain WebLM license keys from the Avaya Product Licensing
and Delivery System (PLDS).
3. Enter these license keys on the remote Avaya WebLM server. Contact Center License
Manager connects to the remote WebLM server and uses the Contact Center-specific
license keys from it to control Contact Center licensed features. If Avaya Aura® Contact
Center is using a remote Avaya WebLM server, Avaya Aura® Contact Center does not import
the license file to a Contact Center server; WebLM stores the license file on the Avaya
WebLM server.
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Licensing requirements
You can use the License Manager Configuration Utility to check which Avaya Aura® Contact Center
features are licensed and how many agent licenses are available.
Depending on the order tool path you used, you have the following options:
1. Obtain the contact center server subnet NIC MAC address (CLAN NIC MAC address) of the
Contact Center License Manager server.
2. Use the CLAN NIC MAC address to obtain a nodal PLIC license file from the Avaya Keycode
Retrieval System (KRS).
3. Load the PLIC license file into Contact Center License Manager and use it to enable Contact
Center licensed features. When Contact Center License Manager loads the license, if the
unique number in the license does not match the LM server MAC address, then License
Manager shuts down and Avaya Aura® Contact Center cannot process contacts. If the
unique number in the license matches the License Manager server MAC address, then
License Manager provides license keys, and Avaya Aura® Contact Center processes
customer contacts.
OR
1. Obtain the Avaya Communication Server 1000 serial ID. The Avaya Communication Server
1000 Serial ID is also known as the Site ID.
2. Use the CS 1000 serial ID to obtain a nodal PLIC license file from the Avaya Keycode
Retrieval System (KRS).
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How to obtain an Avaya Aura® Contact Center license
3. Load the PLIC license file into Contact Center License Manager and use it to enable Contact
Center licensed features. When Contact Center License Manager loads the license, if the
unique number in the license does not match the CS 1000 serial ID, then License Manager
shuts down and Avaya Aura® Contact Center cannot process contacts. If the unique number
in the license matches the CS 1000 serial ID, then License Manager provides license keys,
and Avaya Aura® Contact Center processes customer contacts.
You can use the License Manager Configuration Utility to check which Avaya Aura® Contact Center
features are licensed and how many agent licenses are available.
Use the following process to obtain an Avaya Aura® Contact Center Corporate license:
1. Obtain the contact center server subnet NIC MAC address (CLAN NIC MAC address) of the
Contact Center License Manager server.
2. Use the CLAN NIC MAC address to obtain a corporate PLIC license file from the Avaya
Keycode Retrieval System (KRS).
3. Load the PLIC license file into Contact Center License Manager and use it to enable Contact
Center licensed features. When Contact Center License Manager loads the license, if the
unique number in the license does not match the LM server MAC address, then License
Manager shuts down and Avaya Aura® Contact Center cannot process contacts. If the
March 2016 Avaya Aura® Contact Center Overview and Specification 191
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Licensing requirements
unique number in the license matches the License Manager server MAC address, then
License Manager provides license keys, and Avaya Aura® Contact Center processes
customer contacts.
You can use the License Manager Configuration Utility to check which Avaya Aura® Contact Center
features are licensed and how many agent licenses are available.
March 2016 Avaya Aura® Contact Center Overview and Specification 192
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Licensed packages and features
to push the licenses to Avaya Aura® Media Server. Do not configure WebLM licensing on the Avaya
Aura® Media Server servers.
Agent Greeting
In SIP-enabled contact centers, Agent Greeting allows agents to pre-record their personal greetings.
The feature plays the greeting automatically when an agent answers a call.
Contact Recording
Multi DN Recording is available for each DN license to enable IP contact recording with a Call
Recorder application. When you use Multi DN recording, an AST license is no longer required on
the Avaya Communication Server 1000 system. The existing two-key limitation (using the AST
licensing model for Call Recording) is removed and the number of keys for each terminal is
unlimited. This license must include the total number of DNs including Multiple Appearance DN's
that require Call Recording.
Record on Demand is available for each system license to globally trigger Call recording functions
by using the Record on Demand, Save Conversation, Malicious Call Trace, and Emergency call
keys.
Multiplicity
Multiplicity is the ability of an agent to handle multiple concurrent multimedia contacts. At any one
time an agent can be active on a voice and multimedia contact. However, when one contact is
active; the others automatically are on hold. The maximum number of concurrent multimedia or non-
voice contacts that an agent can be assigned is five.
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Licensing requirements
Networking
Agents and skillsets are configured on a Network Control Center (NCC) and propagated to network
servers. If a server has a local skillset with the same name as a network skillset, the network skillset
replaces the local skillset.
Offsite Agent
The Offsite Agent feature extends a Contact Center to an agent's preferred environment, allowing
them to handle skillset calls regardless of location. Offsite Agent connects Contact Center calls to
the agent's telephone (home telephone or mobile), without the agent needing special hardware.
Offsite Agent requires the Communication Manager Telecommuter mode feature. Offsite Agent
requires licenses on both Contact Center and Communication Manager.
Open Queue
With Open Queue, you can queue voice and multimedia contacts in Contact Center and then route
the contacts to agents by using the Avaya Agent Desktop. Configure Open Queue by using the
March 2016 Avaya Aura® Contact Center Overview and Specification 194
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Licensed packages and features
Contact Center Manager Server Configuration utility. Open Queue is included by default with
multimedia agents. Open Queue is available as an optional extra with the SOA Development Kit.
Outbound
Use the Multimedia server and the Outbound Campaign Management Tool in Contact Center
Manager Administration to create progressive outbound campaigns on which calls are passed to
agents and made from the Contact Center.
For more information about the Outbound feature, see Avaya Aura® Contact Center Client
Administration.
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Licensing requirements
Universal Networking
Universal Networking is the networking between switch types:
• Network Skill-based Routing between all switch types supported by Contact Center
• attached data transport during agent-initiated transfers or conferences under the control of the
Communication Control Toolkit
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About the license file
License thresholds are reported at 80% (major) and 90% (critical) usage condition. Both threshold
percentages are configurable using the Windows Registry.
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Licensing requirements
Agent licenses
Agent licenses determine the number of agents that can log on to Contact Center. Agent licenses
are available for both Nodal and Corporate Licensing.
Licensing is available for the following types of agents:
• voice agent
• outbound agent
• email agent (covering FAX messages, SMS text messages, voice mail messages, and
scanned document messages)
• Web communications agent (or Web chat agents)
• Instant messaging agent
• offsite agent
Feature licenses
Contact Center License Manager controls access to contact center features that require a license.
For a list of Avaya Aura® Contact Center licensed features, see Licensed packages on page 193.
March 2016 Avaya Aura® Contact Center Overview and Specification 198
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About the license file
March 2016 Avaya Aura® Contact Center Overview and Specification 199
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Licensing requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 200
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About the license file
March 2016 Avaya Aura® Contact Center Overview and Specification 201
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Licensing requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 202
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Licensing requirements for Agent Desktop features
March 2016 Avaya Aura® Contact Center Overview and Specification 203
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Licensing requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 204
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Licensing requirements for Agent Desktop features
March 2016 Avaya Aura® Contact Center Overview and Specification 205
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Licensing requirements
The following Agent Desktop functions are supported only by logged-in supervisor/agents:
• Observe an inbound voice contact or non-skillset call (supervisor/agents only).
• Barge-in on an inbound voice contact or non-skillset call (supervisor/agents only).
• Observe a Web Communications contact (supervisor/agents only).
• Barge-in on a Web Communications contact (supervisor/agents only).
• Recording skillset tags using Agent Greeting.
• Display statistics for all skillsets. (Supervisors in a multimedia environment see all skillsets.)
• Close contacts from search results. Supervisors must enter a reason when closing a contact.
To perform the following functions, Agent Desktop agents must have an assigned and logged-in
Agent Desktop supervisor:
• Use the Emergency key.
• Conference in a supervisor.
• Call a supervisor.
March 2016 Avaya Aura® Contact Center Overview and Specification 206
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License manager statistics
The grace period is 30 days. If a communication problem occurs between Contact Center Manager
Server and Contact Center License Manager, 30 days are available for the Contact Center Manager
Server to continue normal operation. After the communication problem is resolved, the grace period
adds back 20 minutes every 20 minutes until the grace period is back up to 30 days. For example, if
the communication problem is resolved in two days, the grace period counts backs up to 30 days
after two days of successful connection to the Contact Center License Manager.
If Contact Center Manager Server (CCMS), Communication Control Toolkit (CCT) or Contact Center
Multimedia (CCMM) cannot communicate with the License Manager, they continue to function for a
period of time, called a grace period. If the grace period expires CCMS, CCT, and CCMM shut down
and are locked. You cannot restart them without resetting the grace period using the License Grace
Period Reset Utility.
If, at any stage, the grace period expires, Contact Center Manager Server shuts down and is locked.
You cannot restart Contact Center Manager Server without resetting the grace period.
You can reset the grace period to 30 days at any time. When a communication error is detected, an
event is fired to the Server Utility detailing that an error occurred, the time already elapsed in the
grace period, and a lock code that you must return to Avaya to reset the grace period.
Contact Center Manager Administration (CCMA) updates the Grace Period Status every 6 hours. To
verify the current Grace Period status, refresh the Contact Center Manager Server server on CCMA.
Contact Center Manager Administration then displays the current Grace Period Status.
March 2016 Avaya Aura® Contact Center Overview and Specification 207
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Licensing requirements
intervals daily, weekly, or monthly. License utilization is reported on a client basis, with the IP
address of the client used to denote individual clients.
The Contact Center License Manager reports the following statistics:
• Timestamp—The time the data is written to the database.
• IP Address—The IP address of the Contact Center Manager Server, Contact Center Manager
Administration, Contact Center Multimedia, and Communication Control Toolkit.
• License identifier—The name of the license.
• Maximum allocation during interval—The maximum number of licenses allocated to the server
during the 15-minute interval.
If an interval has 10 licenses issued for a feature, then 10 is written to the database table. If another
5 licenses are issued in the next interval, then 15 is written to the database table. However, at the
end of the interval, if only 14 licenses were issued, but 15 were issued at some stage during the
interval, then a value of 15 is written to the database.
The data is written to the database on the server on which you installed the License Manager for
each 15-minute interval. These statistics are consolidated daily, weekly, and monthly.
The License Manager reports any errors by writing error data to the database. The data is stored on
a site-by-site basis where the site identifier is the IP address of the server.
A report template is available to generate reports using this statistical information. The data is
available from the following database views:
• iLicenseStat—interval statistics
• dLicenseStat—daily statistics
• wLicenseStat—weekly statistics
• mLicenseStat—monthly statistics
Real-time statistics
You can use the Real Time Usage tab in the Contact Center License Manager utility to view a
snapshot of the licenses issued by the License Manager.
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Supported License Manager servers
Compatible with NES CC 6.0 Licenses NES CC 7.0 Licenses AACC Licenses
NES CC 6.0 Yes Yes Yes
NES CC 7.0 No Yes Yes
AACC 6.X No No Yes
March 2016 Avaya Aura® Contact Center Overview and Specification 209
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Part 4: Performance specifications
March 2016 Avaya Aura® Contact Center Overview and Specification 210
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Chapter 17: Maximum overall capacities
This section specifies the maximum overall capacities for Avaya Aura® Contact Center Release 7.0.
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Maximum overall capacities
March 2016 Avaya Aura® Contact Center Overview and Specification 212
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Maximum agent capacity and call rate values
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Maximum overall capacities
March 2016 Avaya Aura® Contact Center Overview and Specification 214
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Maximum agent capacity and call rate values
March 2016 Avaya Aura® Contact Center Overview and Specification 215
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Maximum overall capacities
March 2016 Avaya Aura® Contact Center Overview and Specification 216
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Maximum agent capacity and call rate values
March 2016 Avaya Aura® Contact Center Overview and Specification 217
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Maximum overall capacities
March 2016 Avaya Aura® Contact Center Overview and Specification 218
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Orchestration Designer application Variables and Intrinsics
March 2016 Avaya Aura® Contact Center Overview and Specification 219
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Maximum overall capacities
Parameter Maximum
Email servers
POP3 or IMAP servers 5
SMTP servers 5
Mailboxes
Maximum number of Mailboxes which can be configured 3000
Maximum number of fax mailboxes which can be 50
configured
Maximum number of voice mail mailboxes which can be 50
configured
Maximum number of SMS mailboxes which can be 50
configured
Maximum number of Scanned Document mailboxes which 50
can be configured
Rule Groups
Maximum number of Rule Groups 3000
Maximum number of Rules in a Rule Group 50
Rules
Maximum number of Rules 10 000
Maximum number of Auto-Suggests assigned 5
Maximum number of Search Criteria 5
Prepared Responses
Maximum number of Prepared Responses 5000
Maximum number of Response Categories 50
Maximum number of Prepared Responses Assigned to a 5
Rule
Sender Groups
Maximum number of Sender Groups 100
Maximum number of addresses per Sender Group 50
Keyword Groups
Maximum number of Keyword Groups 3000
Maximum number of Keywords per Keyword Group 50
March 2016 Avaya Aura® Contact Center Overview and Specification 220
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Historical Reporting safeguards and maximums
Call complexity
Call complexity is the number of each type of service used by a call.
Expected resource consumption
Over a period of time, you can use the average number of each type of service for each call to
estimate the expected resource consumption. For example, if a typical call queues to an average of
two skillsets, the expected resource cost for each call is two times the cost of queueing a call to one
skillset (provided that the costs are a linear function of call rate).
Cost of call services
To estimate the resource consumption on Contact Center Manager Server for different call rates,
you must define the cost of a basic call, as well as the costs associated with the most typical call
operations.
The following conditions apply:
• The cost of a basic call is the resource consumption incurred due to basic call processing
(assuming that the agent answers immediately).
• The default value for call rate is based on a holding time of three minutes.
The following table lists common call services and indicates the typical cost used for each call in the
hybrid or typical call model for Avaya Communication Server 1000.
Table 16: Call service and cost per call
March 2016 Avaya Aura® Contact Center Overview and Specification 221
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Maximum overall capacities
Call rate
Call rate is the average rate of calls processed by the server. The call rate is measured in Calls Per
Hour (CPH) and is a function of the average Call Arrival Rate and Mean Holding Time (MHT).
Mean Holding Time is the time the agent spends serving a call. MHT is the sum of:
• average talk time
• time required for post-call processing, when the agent is not available to handle other calls
• inter-call interval (including after call break time, if any)
Under heavy call loading, or during the busy time, when there is no agent idle time, Mean Holding
Time is equal to Mean Time Between Calls (MTBC). (These definitions apply to both inbound and
outbound calls.)
Call rate, number of active agents, and MHT are related. Given the same call rate, the more agents
there are, the longer the MHT can be. For example, if the call rate is 60 CPH and only one agent is
March 2016 Avaya Aura® Contact Center Overview and Specification 222
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Contact Center Multimedia disk storage requirements
available, the MHT cannot be more than 1 minute. On the other hand, if there are 60 agents for the
same call rate, then each agent can take up to an hour, on average, for a call.
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Maximum overall capacities
Example
The following is the additional disk storage calculation for a contact center that receives 9000 email
messages every day, where 30 percent of the email messages have an attachment averaging 0.5
MB in size. Contacts stay in the MULTIMEDIA database 10 days before a scheduled cleanup task
clears them from the MULTIMEDIA database.
Disk space for email attachments in MB:
= 9 000 * 0.3 * 0.5 * 10 * 2
= 27000 MB
March 2016 Avaya Aura® Contact Center Overview and Specification 224
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Communication Control Toolkit capacity
March 2016 Avaya Aura® Contact Center Overview and Specification 225
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Maximum overall capacities
Landing Pads
The Avaya Aura® Contact Center Web Service Open Interfaces enable self-service systems and
third-party applications to transfer a call into a contact center by reserving a Landing Pad on the
target contact center; it also allows custom data to be passed with the call. When the Landing Pad is
reserved, the call must be transferred to the contact center within 20 seconds.
Typically the time between a successful Landing Pad reservation and actual call arriving at the
Landing Pad is between 2 and 4 seconds, depending on the call setup-time over your network.
If one call takes 4 seconds to setup, then the theoretical maximum for equally spaced calls is 900
calls per hour for each Landing Pad.
3600/4 = 900 calls per hour for each Landing Pad.
You must also consider the peak call rate and configure the number of Landing Pads in your
Contact Center to handle the anticipated peak call rate. Avaya recommends that you configure one
Landing Pad per simultaneous call, if you want to handle 70 simultaneous calls then configure at
least 70 Landing Pads.
Configure at least one Landing Pad per simultaneous call.
If the peak call rate increases above the rate configured for, calls are not lost, but your customers
might experience delays in service.
March 2016 Avaya Aura® Contact Center Overview and Specification 226
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Open Interfaces Web Service data limits
Outbound capacity
Contact Center Outbound components have the following capacity:
• Outbound Campaign Management Tool monitors a maximum of 100 simultaneous outbound
campaigns, with a maximum of 20 000 contacts per campaign.
• The contact rate for outbound contacts is a subset of the total multimedia contact rate. For
example, if a system has a maximum capacity of 1200 multimedia contacts per hour, and is
processing 400 outbound contacts per hour, it can process a maximum of 800 other multimedia
contact types per hour.
• InterSystems Caché database server, and its associated Web services, store information for
1 000 000 contacts in a database that is saved on a 20 GB disk.
• Open queue can queue up to 20 000 contacts at one time for routing and reporting. Contact
Center Manager Server processes Open Queue contacts at a rate of 20 contacts per second.
This ensures Contact Center Manager Server does not get overloaded.
March 2016 Avaya Aura® Contact Center Overview and Specification 227
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Chapter 18: Windows Server 2012 R2
common specifications
This section specifies the server requirements common to all Avaya Aura® Contact Center software
installed on the Microsoft Windows Server 2012 R2 operating system.
The requirements in this section apply to the following Contact Center servers:
• Voice and Multimedia Contact Server with Avaya Aura® Media Server
• Voice and Multimedia Contact Server without Avaya Aura® Media Server
• Voice Contact Server Only
• Multimedia Contact Server Only
• Network Control Center Server Only
The requirements in this section apply to the Contact Center applications:
• Contact Center Manager Server (CCMS)
• Contact Center Manager Network Control Center (NCC)
• Contact Center Manager Administration (CCMA)
• Contact Center Multimedia (CCMM)
• Contact Center Outbound
• Communication Control Toolkit (CCT)
• Orchestration Designer (OD)
• Avaya Aura® Media Server (coresident on Windows server)
You can install Contact Center applications and server types on servers that
• meet the minimum hardware specifications in this document
• meet the operating system and third-party software guidelines in this document
• meet the other guidelines in this document, for example the network and platform requirements
For information about the Avaya Aura® Media Server on Linux server requirements, see Avaya Aura
Media Server on Linux configuration requirements on page 375.
March 2016 Avaya Aura® Contact Center Overview and Specification 228
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Server naming requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 229
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Windows Server 2012 R2 common specifications
required, and if sufficient disk space is available. However, Avaya recommends that you locate
the databases and the Contact Center applications on different hard disk drives for optimal
system performance and reliability.
• The maximum size of the Contact Center Multimedia or Contact Center Manager Server
database is limited to the size of the database disk partition. To increase the database partition
size, use the Windows Server 2012 R2 Server Manager - Disk Management utility to extend
the volume of the database partition. Increasing the database partition does not increase the
overall Contact Center contact storage limits. Do not store database backups, trace log files, or
other data on the database partition.
Important:
Increasing the CCMM database partition does not increase the overall contact storage
limits in system.
• Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024
MB).
Table 17: Avaya Aura® Contact Center server disk partitioning requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 230
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Operating system requirements
All nodes in an Avaya Aura® Contact Center networking deployment, including the Network Control
Center server, must be installed on operating systems from the same language family. Contact
Center Manager Administration does not support displaying names from two different languages
families. For example, a single Contact Center Manager Administration does not support one node
with a French operating system and another node with a Russian operating system.
March 2016 Avaya Aura® Contact Center Overview and Specification 231
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Windows Server 2012 R2 common specifications
March 2016 Avaya Aura® Contact Center Overview and Specification 232
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Avaya Security Advisories
Service updates
Given the number of operating system security service updates and the complexity inherent in any
network, create a systematic and accountable process for identifying and applying service updates.
To help create such a process, you can follow a series of best practices guidelines, as documented
in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for
Handling Security Patches.
This bulletin suggests that if an organization has no central group to coordinate the storage,
evaluation, and chronicling of security service updates into a library, then system administrators or
the contact center administrator must fulfill this role. In addition to these guidelines, whenever
possible, follow Microsoft recommendations regarding newly discovered vulnerabilities and that you
promptly install Microsoft security service updates.
Whenever possible, Avaya incorporates the most recent operating system security
recommendations and service updates in an integrated solutions testing strategy during each test
cycle. However, due to the urgent nature of security service updates when vulnerabilities are
discovered follow Microsoft guidelines as they are issued, including any Microsoft installation
procedures and security service update rollback processes.
Finally, you must perform a full system backup before you update the system to ensure that a
rollback is possible, if required. If a Contact Center application does not function properly after you
apply a Microsoft security service update, you must remove the service update and revert to the
previous version of the application (from the backup you made before applying the service update).
March 2016 Avaya Aura® Contact Center Overview and Specification 233
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Windows Server 2012 R2 common specifications
For added security, always determine whether Avaya verified the Microsoft service update for
compatibility with Contact Center Manager.
For more information about updating, see the Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Compatibility List on http://support.avaya.com.
Service packs
Avaya has a policy to implement co-residency testing of all new operating service packs for
compatibility with the suite of Contact Center applications as soon as they are available. In practice,
because a service pack can contain a significant amount of new content, Avaya requires that you
wait until compatibility testing is complete before you apply the service pack. Note that operating
system service packs are typically tested with the most recent Contact Center application SP and,
therefore, an upgrade to a new service pack requires an upgrade to the most recent Avaya SP.
Before you upload a new service pack, you must perform a full system backup (for system rollback
as in the updating scenario).
Important:
Service pack compatibility for all Contact Center applications is documented in the Contact
Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List on the
website at http://support.avaya.com.
March 2016 Avaya Aura® Contact Center Overview and Specification 234
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Network setup
Network setup
Use the following sections to understand the requirements to configure your network.
Network configuration
All servers must connect to the Local Area Network (LAN) or Contact Center subnet. Third-party
applications that interact with the servers also connect to this LAN.
The Contact Center Manager Server requires only a single NIC configuration to connect to the
Contact Center subnet. In a single-NIC configuration, if the Contact Center connects to an Avaya
Communication Server 1000 switch, the network must support layer 3 routing between the Contact
Center subnet and the Avaya Communication Server 1000 switch ELAN. This allows AML
messaging to pass between the Contact Center servers and the Avaya Communication Server 1000
switch.
Where an AML-based Contact Center connects to an Avaya Communication Server 1000 switch, it
is also possible to configure a second NIC connected directly to the ELAN. Normally this
accommodates legacy data networks awaiting design changes to support a single-NIC
configuration. In such dual-NIC configurations, the network must prevent layer 3 routing between the
Contact Center subnet and the Avaya Communication Server 1000 switch ELAN.
The single-NIC configuration is encouraged, because some Contact Center Manager Server
releases and features (such as a SIP-enabled Contact Center) do not support a dual-NIC
configuration.
The IP addresses used for the Primary and Secondary License Manager must be on the same
Contact Center subnet and the Contact Center subnet must be first on the binding order on the
Contact Center Manager Server and License Manager servers.
You require only one network interface card. However, if you have more than one network interface
card, you must configure the binding order of the network interface cards so that the Contact Center
subnet card is first, followed by the ELAN card, and finally the virtual adapters for remote access.
March 2016 Avaya Aura® Contact Center Overview and Specification 235
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Windows Server 2012 R2 common specifications
If Contact Center Multimedia is a member of a work group, then you must configure each agent with
a local user name and password to allow authentication for access the shared drives. Each agent
must be granted access rights to the shared folders on the drive.
March 2016 Avaya Aura® Contact Center Overview and Specification 236
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Third-party software requirements
Support personnel can ask for the results of the testing during fault diagnosis. As part of fault
diagnosis, the distributor or end user might be asked to remove third-party software.
• HyperTerminal must not be installed on the server as it interferes with the operation of Contact
Center.
March 2016 Avaya Aura® Contact Center Overview and Specification 237
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Windows Server 2012 R2 common specifications
Hardware requirements
The following sections describe the additional hardware requirements for all servers.
March 2016 Avaya Aura® Contact Center Overview and Specification 238
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Server performance and firmware settings
March 2016 Avaya Aura® Contact Center Overview and Specification 239
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Windows Server 2012 R2 common specifications
settings that can significantly impact the system performance. When optimizing for system
performance, you must select the BIOS settings that enhance the system performance over those
that contribute to power savings. Other BIOS settings and recommendations are not as straight
forward. Start by consulting the manufacturer’s technical data for your server. Avaya recommends
that you then test your solution in order to make the best BIOS configuration decisions.
Configure the server hardware, firmware, and Operating System settings to select system
performance over power savings.
Server firmware
Firmware is a computer program that is stored on the server motherboard or on an add-on hardware
controller. The firmware stored on the server motherboard is called the Basic Input Output System
(BIOS). The BIOS is responsible for the behavior of the system when it is first switched on and for
passing control of the server to the operating system. Firmware is also stored in hardware
components such as Redundant Array of Independent Disks (RAID) controllers.
Routinely consult the manufacturer’s technical data for your servers and, where appropriate, apply
the most recent BIOS and firmware updates. The steps required to update firmware or a system
BIOS vary depending on the hardware vendor and the component to be updated. Typically, the
manufacturer supplies a firmware updating utility. Keeping your server BIOS and firmware at a
supported level can improve reliability, serviceability, and help ensure optimum performance.
March 2016 Avaya Aura® Contact Center Overview and Specification 240
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Server performance and firmware settings
March 2016 Avaya Aura® Contact Center Overview and Specification 241
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Windows Server 2012 R2 common specifications
critical solutions, Avaya recommends that all Contact Center servers contain a RAID controller.
Hardware RAID-1 and RAID-5 are the only levels and types of RAID supported.
Read the hardware documentation for your server to determine how to configure disk caching.
Typically, disk caching can be configured as a BIOS setting, a RAID setting, a RAID controller
setting, or as an Operating System setting. Some RAID controllers expose the ability to manipulate
the Caching Policy through the OS and therefore the OS level setting can override the BIOS level
setting. Refer to your hardware documentation for more information about configuring disk caching.
Avaya Aura® Contact Center does not support Operating System level disk caching, software disk
caching, or software RAID. Avaya Aura® Contact Center requires battery backed hardware RAID
caching to avoid data loss and possible database corruption on power outage.
Virtualization technology
When virtualization technology is enabled, the BIOS enables processor virtualization features and
provides virtualization support to the operating system through the DMAR table. In general, only
virtualized environments such as VMware take advantage of these features.
For VMware host servers, enable all available Virtualization Technology options in the hardware
BIOS. Enable Intel virtualization (VT-x) and if available enable Extended Page Tables (EPT).
March 2016 Avaya Aura® Contact Center Overview and Specification 242
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Server performance and firmware settings
The available virtualization settings vary by hardware provider and BIOS version. Read your
hardware provider's documents covering virtualization support to determine which settings to
configure.
Hyper-Threading
Hyper-Threading refers to Intel’s proprietary technology for increasing parallel computational power
(processor multi-tasking) by allowing the operating system (OS) to see and address each physical
processor core as if it were two virtual processors. It also enables the OS and applications to share
work between those virtual processors whenever possible, thereby making full use of the available
resources.
Enable Hyper-Threading on the Avaya Aura® Contact Center servers.
Summary
For real-time applications such as Avaya Aura® Contact Center, choose server BIOS settings that
optimize for performance in preference to power savings. Start by consulting the manufacturer’s
technical data for your server. Avaya recommends that you then test your solution in order to make
the best BIOS configuration decisions. Avaya recommends that you enable CPU Hyper-Threading.
By enabling BIOS options such as CPU Prefetchers and CPU Hyper-Threading, the system
performance can be improved effectively. When tuning system BIOS settings for performance, you
must consider the various processor and memory options. Experiment with other options to find the
optimum setting for your specific hardware and Contact Center solution.
Configure the server hardware, BIOS, firmware, and Operating System settings to select system
performance over power savings.
March 2016 Avaya Aura® Contact Center Overview and Specification 243
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Chapter 19: Physical server specifications
This section specifies Avaya Aura® Contact Center software deployments on physical servers. This
section describes sample Avaya Aura® Contact Center solutions and the physical server
specifications for each sample solution. The sample solutions are based on agent count and call
flow rates.
Avaya Aura® Contact Center supports Platform Vendor Independence (PVI). This provides the
flexibility to purchase a hardware specification that conforms to your corporate standard. A further
benefit is that you need not seek approval for hardware that does not comply with your corporate
specification.
The sample Avaya Aura® Contact Center solutions, with a minimum PVI server specification for
each level, are as follows:
• Entry-level solution on page 246
• Mid-range solution on page 250
• High-end solution on page 255
For information about achieving the maximum performance from your physical server hardware, see
Server performance and firmware settings on page 239.
March 2016 Avaya Aura® Contact Center Overview and Specification 244
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Physical Server supported configurations
Table 19: Supported server specifications for each physical server type
SIP-enabled Avaya Aura® Contact Center requires one or more Avaya Aura® Media Server for
media processing. Avaya Aura® Contact Center uses Avaya WebLM for license management.
AML-based Avaya Aura® Contact Center does not require or use Avaya Aura® Media Server or
Avaya WebLM.
March 2016 Avaya Aura® Contact Center Overview and Specification 245
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Physical server specifications
Entry-level solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of an entry-level Avaya Aura® Contact Center solution.
If your contact center requires more agents or a higher call rate than shown here, refer to the mid-
range or high-end server specifications.
Server type Voice Maximum Maximum Maximum Maximum
platform type logged-in CCMA System multimedia
Agents Supervisors Contact rate (WCph/
Rate Note 1 Eph) Note 2
Voice and Multimedia Aura SIP Not Supported Not Supported N/A N/A
Contact Server CS 1000 AML Not Supported Not Supported N/A N/A
without Avaya Aura®
Media Server
Voice and Multimedia Aura SIP Not Supported Not Supported N/A N/A
Contact Server with
Avaya Aura® Media
Server
Voice Contact Server Aura SIP 300 Note 3 100 6K 500 / 800
Only CS 1000 AML 300 100 6K 500 / 800
Multimedia Contact Aura SIP 1000 N/A N/A 2.0K / 4.0K
Server Only CS 1000 AML 1000 N/A N/A 2.0K / 4.0K
Multimedia Contact Aura SIP Not Supported Not Supported N/A N/A
Server Only with
Enterprise Web Chat
Voice and Multimedia No Switch Not Supported Not Supported N/A N/A
Contact Server with Configured
Avaya Aura® Media
Server
Network Control All switch Supported 400 N/A N/A
Center Server types
Note 1: The System Contact Rate is the total maximum combined contact rate across all supported contact
types.
• For System Contact Rate calculations, IM contacts have a weighting equivalent to one system contact.
One IM contact is equivalent to one system contact, up to the 10,000 IM per hour limit.
• For System Contact Rate calculations, Web chat contacts count as two system contacts. One Web chat is
equivalent to two system contacts.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + (Web Chat * 2))
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Web chats per hour (WCph). Standard Web chat capacity is based
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes.
March 2016 Avaya Aura® Contact Center Overview and Specification 246
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Entry-level solution
Note: Avaya Aura® Contact Center High Availability is not supported on an entry-level server.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 247
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Physical server specifications
CPU - Minimum 2400 MHz CPU clock speed must meet or exceed the minimum clock
Clock Speed speed of 2400 MHz.
CPU - Required Hyper-Threading • 1 x additional logical core for each physical core.
Technologies
• Hyper-Threading must be enabled.
RAM 16 GB For maximum performance, Avaya recommends that all
DIMM slots are populated.
Windows Server 80 GB NTFS • System Reserved (350 MB) and C: (OS partition - 80 GB
2012 R2 NTFS)
Operating
• Minimum Operating System partition size.
System partition
(C:)
Application 120 GB NTFS Avaya Aura® Contact Center application partition
partition (D:)
Voice database 200 GB NTFS Required for the following server types:
partition (F:)
• Voice Contact Server
• Network Control Center Server
Multimedia • 300 GB NTFS Required for the following server types:
database
• 600 GB NTFS • Multimedia Contact Server
partition (G:)
recommended
Avaya recommends a 600 GB multimedia partition to
support longer offline data retention.
Database journal 100 GB NTFS Required for the following server types:
partition (H:)
• Voice Contact Server
• Network Control Center Server
• Multimedia Contact Server
March 2016 Avaya Aura® Contact Center Overview and Specification 248
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Entry-level solution
Note:
For information about achieving the maximum performance from your server hardware, see
Server performance and firmware settings on page 239.
For servers operating at 50% or above the rated capacity figures for the server type, Avaya
recommends that you use a physical database disk drive, separate from the Contact Center
application and Operating System disk drives. Variations are allowed for the Windows and
Application partitions providing there is sufficient capacity to prevent excessive disk fragmentation.
March 2016 Avaya Aura® Contact Center Overview and Specification 249
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Physical server specifications
Mid-range solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of a mid-range Avaya Aura® Contact Center solution.
If your contact center requires more agents or a higher call rate than shown here, refer to the high-
end server specifications.
Server type Voice Maximum Maximum Maximum Maximum
Platform logged-in CCMA System multimedia rate
type Agents Supervisors Contact (WCph/Eph)
Rate Note 1 Note 2
March 2016 Avaya Aura® Contact Center Overview and Specification 250
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Mid-range solution
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + Enterprise Web Chat)
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Web chats per hour (WCph). Standard Web chat capacity is based
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes. Enterprise
Web Chat supports up to 3000 concurrent sessions.
Note 3: This figure is also the combined maximum number for simultaneous use of Agent Desktop and the
Agent Browser application. For example, on a mid-range Voice Contact Server, Avaya Aura® Contact Center
supports 750 Agent Desktops and 750 Agent Browser applications.
Note: Reduce capacity by 35 percent if you are recording all calls. Reduce by (the percentage of calls being
recorded) X (35 percent) if you are using sampled recording.
Note: Avaya Aura® Contact Center High Availability is supported on mid-range servers.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
Avaya Aura® Media Server is rated on supported sessions. The agent count is modelled on simple
call offer and answer to agent plus 50% calls in queue. To estimate the supported agent counts for
Avaya Aura® Media Server deployments, use 2.5 sessions per agent. To support more agent
sessions, add additional Avaya Aura® Media Server servers to your solution, or refer to the high-end
server specifications.
Avaya Aura® Media Server on a mid-range physical server supports High Availability.
March 2016 Avaya Aura® Contact Center Overview and Specification 251
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Physical server specifications
CPU - Minimum 2400 MHz CPU clock speed must meet or exceed the minimum clock
Clock Speed speed of 2400 MHz.
CPU - Required Hyper-Threading • 1 x additional logical core for each physical core.
Technologies
• Hyper-Threading must be enabled.
RAM 32 GB For maximum performance, Avaya recommends that all
DIMM slots are populated.
Windows Server 80 GB NTFS • System Reserved (350 MB) and C: (OS partition - 80 GB
2012 R2 NTFS)
Operating
• Minimum Operating System partition size.
System partition
(C:)
Red Hat 80 GB When installing Avaya Aura® Media Server software on a
Enterprise Linux Linux server, Avaya Aura® Media Server requires a single
6.6 - 64–bit flat hard disk partition with a minimum of 80 GB.
System partition
Application 120 GB NTFS Avaya Aura® Contact Center application partition
partition (D:)
Voice database 200 GB NTFS Required for the following server types:
partition (F:)
• Voice and Multimedia Contact Server
• Voice Contact Server
• Network Control Center Server
Multimedia • 300 GB NTFS Required for the following server types:
database
• 600 GB NTFS • Voice and Multimedia Contact Server
partition (G:)
recommended
• Multimedia Contact Server
Avaya recommends a 600 GB multimedia partition to
support longer offline data retention.
March 2016 Avaya Aura® Contact Center Overview and Specification 252
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Mid-range solution
March 2016 Avaya Aura® Contact Center Overview and Specification 253
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Physical server specifications
Note:
For information about achieving the maximum performance from your server hardware, see
Server performance and firmware settings on page 239.
For servers operating at 50% or above the rated capacity figures for the server type, Avaya
recommends that you use a physical database disk drive, separate from the Contact Center
application and Operating System disk drives. Variations are allowed for the Windows and
Application partitions providing there is sufficient capacity to prevent excessive disk fragmentation.
For Avaya Aura® Contact Center High Availability (HA) configurations, the active, standby, and
optional Remote Geographic Node servers must have identical configurations, including disk
partition names and sizes. For new installations, the active, standby, and Remote Geographic Node
servers must have identical hardware specifications. When adding HA functionality to an existing
non-HA solution, the standby Avaya Aura® Contact Center server hardware specification must be
equal to or greater than the existing active server hardware specification. When adding a Remote
Geographic Node (RGN) to an existing campus HA solution, the RGN server hardware specification
must be equal to or greater than the existing active server hardware specification. If you are
replacing a faulty standby or RGN server, the replacement server hardware specification must be
equal to or greater than the existing active Avaya Aura® Contact Center server hardware
specification.
March 2016 Avaya Aura® Contact Center Overview and Specification 254
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High-end solution
High-end solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of a high-end Avaya Aura® Contact Center solution.
Server type Voice Maximum Maximum Maximum Maximum
Platform type logged-in CCMA System multimedia rate
Agents Supervisors Contact Rate (WCph/Eph) Note 2
Note 1
Voice and Multimedia Aura SIP 600 Note 3 100 12K 1.2K / 2.4K
Contact Server CS 1000 AML 1000 200 20K 1.2K / 2.4K
without Avaya Aura®
Media Server
Voice and Multimedia Aura SIP 400 Note 3 80 8K 600 / 1200
Contact Server with
Avaya Aura® Media
Server
Voice Contact Server Aura SIP 3000 Note 3 600 45K 6.0K / 12K
Only CS 1000 AML 5000 600 100K 6.0K / 12K
Multimedia Contact Aura SIP 3000 N/A N/A 6.0K / 12K
Server Only CS 1000 AML 3000 N/A N/A 6.0K / 12K
Multimedia Contact Aura SIP 3000 N/A N/A 18K / 12K
Server Only with
Enterprise Web Chat
Voice and Multimedia No Switch 3000 600 N/A 6.0K / 12K
Contact Server with Configured
Avaya Aura® Media
Server
Network Control All switch Supported 600 N/A N/A
Center Server types
Note 1: The System Contact Rate is the total maximum combined contact rate across all supported contact
types.
• For System Contact Rate calculations, IM contacts have a weighting equivalent to one system contact.
One IM contact is equivalent to one system contact, up to the 10,000 IM per hour limit.
• For System Contact Rate calculations, Web chat contacts count as two system contacts. One Web chat is
equivalent to two system contacts.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + (Web Chat * 2))
• For System Contact Rate calculations, Enterprise Web Chat contacts count as one system contact. One
Enterprise Web chat is equivalent to one system contact.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + Enterprise Web Chat)
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Standard Web chats per hour (WCph). Web chat capacity is based
March 2016 Avaya Aura® Contact Center Overview and Specification 255
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Physical server specifications
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes. Enterprise
Web Chat supports up to 3000 concurrent sessions.
Note 3: This figure is also the combined maximum number for simultaneous use of Agent Desktop and the
Agent Browser application. For example, on a high-end Voice Contact Server, Avaya Aura® Contact Center
supports 1500 Agent Desktops and 1500 Agent Browser applications.
Note: Reduce capacity by 35 percent if you are recording all calls. Reduce by (the percentage of calls being
recorded) X (35 percent) if you are using sampled recording.
Note: Avaya Aura® Contact Center High Availability is supported on high-end servers.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
Avaya Aura® Media Server is rated on supported sessions. The agent count is modelled on simple
call offer and answer to agent plus 50% calls in queue. To estimate the supported agent counts for
Avaya Aura® Media Server deployments, use 2.5 sessions per agent. To support more agent
sessions, add additional Avaya Aura® Media Server servers to your solution.
Avaya Aura® Media Server on a high-end physical server supports High Availability.
March 2016 Avaya Aura® Contact Center Overview and Specification 256
Comments on this document? [email protected]
High-end solution
CPU - Minimum 2400 MHz CPU clock speed must meet or exceed the minimum clock
Clock Speed speed of 2400 MHz.
CPU - Required Hyper-Threading • 1 x additional logical core for each physical core.
Technologies
• Hyper-Threading must be enabled.
RAM 32 GB For maximum performance, Avaya recommends that all
DIMM slots are populated.
Windows Server 80 GB NTFS • System Reserved (350 MB) and C: (OS partition - 80 GB
2012 R2 NTFS)
Operating
• Minimum Operating System partition size.
System partition
(C:)
Red Hat 80 GB When installing Avaya Aura® Media Server software on a
Enterprise Linux Linux server, Avaya Aura® Media Server requires a single
6.6 - 64 bit flat hard disk partition with a minimum of 80 GB.
System partition
Application 120 GB NTFS Avaya Aura® Contact Center application partition
partition (D:)
Voice database 200 GB NTFS Required for the following server types:
partition (F:)
• Voice and Multimedia Contact Server
• Voice Contact Server
• Network Control Center Server
Multimedia • 300 GB NTFS Required for the following server types:
database
• 600 GB NTFS • Voice and Multimedia Contact Server
partition (G:)
recommended
• Multimedia Contact Server
Avaya recommends a 600 GB multimedia partition to
support longer offline data retention.
March 2016 Avaya Aura® Contact Center Overview and Specification 257
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Physical server specifications
March 2016 Avaya Aura® Contact Center Overview and Specification 258
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High-end solution
Note:
For information about achieving the maximum performance from your server hardware, see
Server performance and firmware settings on page 239.
For servers operating at 50% or above the rated capacity figures for the server type, Avaya
recommends that you use a physical database disk drive, separate from the Contact Center
application and Operating System disk drives. Variations are allowed for the Windows and
Application partitions providing there is sufficient capacity to prevent excessive disk fragmentation.
For Avaya Aura® Contact Center High Availability (HA) configurations, the active, standby, and
optional Remote Geographic Node servers must have identical configurations, including disk
partition names and sizes. For new installations, the active, standby, and Remote Geographic Node
servers must have identical hardware specifications. When adding HA functionality to an existing
non-HA solution, the standby Avaya Aura® Contact Center server hardware specification must be
equal to or greater than the existing active server hardware specification. When adding a Remote
Geographic Node (RGN) to an existing campus HA solution, the RGN server hardware specification
must be equal to or greater than the existing active server hardware specification. If you are
replacing a faulty standby or RGN server, the replacement server hardware specification must be
equal to or greater than the existing active Avaya Aura® Contact Center server hardware
specification.
March 2016 Avaya Aura® Contact Center Overview and Specification 259
Comments on this document? [email protected]
Chapter 20: VMware virtualization support
Avaya Aura® Contact Center supports server virtualization using VMware. In a virtualized
environment, a single physical computer runs software that abstracts the physical computer's
resources so that they can be shared between multiple virtual computers. In virtualization, the term
host server refers to the actual physical hardware server on which the virtualization takes place. The
virtualized servers on the host server are called virtual machines.
This section provides information about engineering and commissioning Avaya Aura® Contact
Center using virtualization.
The benefits of using virtualization include the following:
• Decrease hardware, power, and cooling costs by running multiple operating systems on the
same physical server.
• Lower management overhead costs by reducing the hardware footprint in the contact center.
• Guarantee high levels of performance for the most resource-intensive applications.
• Consolidate hardware resources with a production-proven and secure server virtualization
platform.
Avaya Aura® Contact Center supports the following virtualization environments:
• ESXi 5.0 Update 2 (with VMFS 5.54 or later)
• ESXi 5.1 (with VMFS 5.54 or later)
• ESXi 5.5 (with VMFS 5.54 or later)
Using virtualization in a contact center enterprise solution requires careful up-front planning,
engineering, and implementation. While the technical and business advantages are clear,
virtualization imposes extra considerations when designing the contact center solution architecture.
Virtualization supports security and fault isolation. Environmental isolation allows multiple operating
systems to run on the same machine. While virtualization offers these forms of isolation,
virtualization environments do not provide performance isolation. The behavior of one virtual
machine can adversely affect the performance of another virtual machine on the same host. Most
modern virtualization environments provide mechanisms that you can use to detect and reduce
performance interference. You must carefully engineer your virtualized contact center solution to
avoid performance interference.
If you plan to install non-Avaya Aura® Contact Center software applications on the other virtual
machine of a host server with Contact Center installed, you must carefully analyze the impact of
these applications on the contact center solution and provide extra performance isolation to
safeguard Contact Center functionality.
March 2016 Avaya Aura® Contact Center Overview and Specification 260
Comments on this document? [email protected]
Contact Center virtualization deployment options
Deploy Avaya Aura® Contact Center on an enterprise-grade virtual environment with the most
recent hardware that supports hardware-assisted virtualization. Avaya recommends that you apply
virtualization planning, engineering, and deployment with full organizational support for virtualization
rather than organically growing a virtualization infrastructure.
Avaya Aura® Contact Center migrations
Avaya Aura® Contact Center supports migration from physical to virtual servers, and from virtual to
physical servers. This is dependent on the server you are migrating to satisfying the server
specifications. For more information about migration, see Upgrading and patching Avaya Aura®
Contact Center.
Table 20: Avaya Aura® Contact Center VMware support by server type
The Windows version of Avaya Aura® Media Server is not supported on VMware.
The following are some examples of Avaya Aura® Contact Center solutions using VMware.
March 2016 Avaya Aura® Contact Center Overview and Specification 261
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VMware virtualization support
Figure 19: A typical SIP-enabled solution with virtualized Avaya Aura® Contact Center
The following diagram shows another virtualized SIP-enabled example solution. The diagram shows
a Voice and Multimedia Contact Server on a Windows virtual machine. Avaya Aura® Media Server is
installed on a Linux virtual machine. Avaya Aura® Media Server and the Voice and Multimedia
Contact Server are installed on separate VMware host servers.
Figure 20: An example solution with Avaya Aura® Media Server and Avaya Aura® Contact Center on
separate VMware host servers
March 2016 Avaya Aura® Contact Center Overview and Specification 262
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Contact Center virtualization deployment options
For these small to medium size solution types, Avaya Aura® Contact Center supports Network
Control Center as a VMware virtual machine on the same host as the Voice and Multimedia Contact
Server.
Figure 21: A typical SIP-enabled solution with virtualized Avaya Aura® Contact Center (large solution)
For these large solution types, Avaya Aura® Contact Center supports Network Control Center as a
VMware virtual machine on the same host as the Voice Contact Server or the Multimedia Contact
Server.
March 2016 Avaya Aura® Contact Center Overview and Specification 263
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VMware virtualization support
Figure 22: A typical CS 1000 AML-based solution with virtualized Contact Center (small to medium
solution)
For this solution type, Avaya Aura® Contact Center supports Network Control Center as a VMware
virtual machine on the same host as the Voice and Multimedia Contact Server.
Figure 23: A typical CS 1000 AML-based solution with virtualized Contact Center (large solution)
March 2016 Avaya Aura® Contact Center Overview and Specification 264
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VMware features
Avaya Aura® Contact Center also supports Voice Contact Server and Multimedia Contact Server
virtualized on separate VMware host servers.
Figure 24: A typical CS 1000 based solution with contact center servers on separate VMware host
servers
For this solution type, Avaya Aura® Contact Center supports Network Control Center as a VMware
virtual machine on the same host as the Voice Contact Server and the Multimedia Contact Server.
VMware features
Avaya Aura® Contact Center is a collection of real-time applications running on the MS Windows
Server 2012 R2 operating system. Avaya Aura® Contact Center provides real-time call control,
multimedia handling, and statistical reporting.
Avaya Aura® Media Server is a real-time media processing application running on the Red Hat
Enterprise Linux (RHEL) operating system. Avaya Aura® Media Server provides the real-time
conferencing and media processing capabilities for Avaya Aura® Contact Center.
Some VMware features require CPU, Disk I/O, or networking resources to function. Running these
VMware features can cause resource constraints and impact the real-time performance of the
Avaya Aura® Contact Center and Avaya Aura® Media Server Virtual Machines (VMs). These
features are therefore not supported while Avaya Aura® Contact Center or Avaya Aura® Media
Server are active.
Some VMware features are not supported by Avaya Aura® Contact Center or Avaya Aura® Media
Server. Some other VMware features are supported only while the Avaya Aura® Contact Center or
Avaya Aura® Media Server Virtual Machines are stopped for maintenance.
March 2016 Avaya Aura® Contact Center Overview and Specification 265
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VMware virtualization support
The following table shows the Avaya Aura® Contact Center (AACC) and Avaya Aura® Media Server
level of support for VMware features.
VMware Feature Supported on Supported during Supported on Supported during
active AACC AACC VM active Avaya Avaya Aura®
VM maintenance Aura® Media Media Server VM
window Server VM maintenance
window
Cloning No Yes No No
Distributed Power No Yes No Yes
Management (DPM)
Distributed Resources No Yes No Yes
Scheduler (DRS)
Distributed Switch Yes Yes No No
Fault Tolerance No No No No
High Availability (HA) No No No No
Snapshots No See Avaya Aura No See Avaya Aura
Contact Center Media Server
VMware snapshot VMware Snapshot
considerations on considerations on
page 270 page 271
Storage DRS No Yes No Yes
Storage Thin No N/A No N/A
Provisioning
Storage vMotion No Yes No Yes
Suspend & Resume No N/A No N/A
vMotion No Yes No No
March 2016 Avaya Aura® Contact Center Overview and Specification 266
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Guidance for storage requirements
containing Contact Center must be VMFS 5.54 or later. If you upgrade an existing VMware host
server, ensure the associated datastore is upgraded to VMFS 5.54 or later.
Hardware-Assisted Virtualization
Most recent enterprise-level processors from Intel and AMD support virtualization. There are two
generations of virtualization support: the first generation introduced CPU virtualization; the second
generation included CPU virtualization and added memory management unit (MMU) virtualization.
For the best performance, make sure your system uses processors with at least second-generation
hardware-assist features.
Hardware-Assisted CPU Virtualization (Intel VT-x)
The first generation of hardware virtualization assistance includes VT-x from Intel. These
technologies automatically trap sensitive interrupts, eliminating the overhead required to do so in
software. This allows the use of a hardware virtualization (HV) virtual machine monitor (VMM).
Hardware-Assisted MMU Virtualization (Intel EPTI)
More recent enterprise-level processors also include a feature that addresses the overheads due to
memory management unit (MMU) virtualization by providing hardware support to virtualize the
MMU. VMware vSphere supports this feature in Intel processors, where it is called Extended Page
Tables (EPT).
Storage Area Network (SAN)
A Storage Area Network (SAN) is a dedicated storage network that provides access to consolidated
block level storage. SANs are used to make storage devices such as disk arrays, accessible to
servers so that the devices appear as locally attached to the operating system.
When Avaya Aura® Contact Center is installed on virtual machines it supports a SAN. You must
monitor the Contact Center demand on the SAN storage device. Adhere to your vendor-specific
SAN configuration recommendations to ensure the SAN storage device meets the demands of
Contact Center.
Disk drive provisioning
Provision sufficient hard disk drive space on the host server to support all the virtual machines, an
ISO library, and provision additional space for snapshot image storage.
March 2016 Avaya Aura® Contact Center Overview and Specification 267
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VMware virtualization support
For a standalone (non-HA) Avaya Aura® Contact Center instance with 5000 voice-only agents and a
call rate of 100K calls per hour, the IOPS is:
• Average: 137
• Maximum: 1496
For a standalone (non-HA) Avaya Aura® Contact Center instance with 600 multiplicity-enabled
agents handling a call rate of 14K calls per hour and 12K contacts per hour, the IOPS is:
• Average: 105
• Maximum: 1488
These IOPS figures include Avaya Aura® Contact Center and the underlying operating system
loads.
March 2016 Avaya Aura® Contact Center Overview and Specification 268
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High Availability and virtualization
time. VMware vCenter aggregates and archives performance data so that data can be visualized
and reported on.
Configure VMware vCenter statistics collection to collect 5 minute and 30 minute Interval Duration
data for the host at Statistics Level 3. Retain the 5 minute Interval Duration data for 3 days and
retain the 30 minute Interval Duration for 1 week.
Generate performance reports using vCenter Report Performance and archive these reports to
provide a baseline performance reference. Generate and store 1-day and 1-week reports. Store the
associated vCenter Report Summary with the performance reports. You must analyze performance
reports after changes to the host to assess the impact of the change on the host.
Monitor, acknowledge, and resolve VMware vCenter alarms. In particular, you must immediately
investigate and resolve host CPU usage and host memory usage alarms.
In addition, the command-line tools “esxtop” and “resxtop” are available to provide a fine-grained
look at real-time metrics. There are a number of critical CPU-related counters to watch out for:
• If the load average listed on the first line of the CPU Panel is equal to or greater than the
number of physical processors in the system, this indicates that the system is overloaded.
• The usage percentage of physical CPUs on the PCPU line can indicate an overloaded
condition. In general, 80 percent usage is a reasonable ceiling in production environments. Use
90 percent as an alert to the VMware administrator that the CPUs are approaching an
overloaded condition, which must be addressed.
• %RDY - The percentage of time a schedulable entity was ready to run but is not scheduled to a
core. If %RDY is greater than 10 percent, then this can indicate resource contention.
• %CSTP - The percentage of time a schedulable entity is stopped from running to allow other
vCPUs in the virtual machine to catch up. If %CSTP is greater than 5 percent, this usually
means the virtual machine workload is not using VCPUs in a balanced fashion. High %CSTP
can be an indicator of a system running on an unconsolidated snapshot.
For more information about using esxtop or resextop, see the VMware Resource Management
Guide.
Memory Reservations
Use VMware Reservations to specify the minimum amount of memory for a Contact Center virtual
machine. VMware Reservations maintain sufficient host memory to fulfill all reservation guarantees.
ESX does not power-on a virtual machine if doing so reduces the amount of available memory to
less than the amount reserved. Using reservations might reduce the total number of virtual
machines that can be hosted on a VMware host server. After all resource reservations have been
met, ESX allocates the remaining resources based on the number of shares and the resource limits
configured for your virtual machine.
March 2016 Avaya Aura® Contact Center Overview and Specification 269
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VMware virtualization support
Avaya Aura® Contact Center supports High Availability and virtualization where:
• The Active, Standby, and Remote Geographic Node servers are all virtualized on separate
VMware host servers.
• The Active and Standby servers are virtualized on separate VMware host servers, and the
Remote Geographic Node is installed on a physical server.
• The Active and Standby servers are installed on physical servers, and the Remote Geographic
Node is installed on a virtual server.
All VMware host servers supporting Avaya Aura® Contact Center High Availability must use the
same version of VMware. The virtualized Avaya Aura® Contact Center servers must have the same
VMware virtual machine configuration settings.
Avaya Aura® Media Server supports High Availability when the Primary and Backup Avaya Aura®
Media Servers are virtualized on separate VMware host servers.
March 2016 Avaya Aura® Contact Center Overview and Specification 270
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Avaya Aura® Media Server VMware Snapshot considerations
been in use for more than 30 days, as it might cause the machine to lose its connection to the
Windows domain. If this issue occurs, rejoin the Windows Server 2012 R2 virtual machine to
the domain.
VMware snapshots are not a replacement for Avaya Aura® Contact Center database backup (and
restore) procedures and practices. You must continue to perform regular and frequent Contact
Center backups. For more information, see Maintaining Avaya Aura® Contact Center.
March 2016 Avaya Aura® Contact Center Overview and Specification 271
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VMware virtualization support
(SAN traffic), and VM networks to separate physical NICs. If separate switches are not
possible, consider port groups with different VLAN IDs.
• All physical NICs that are connected to the same vSphere Standard Switch must be connected
to the same physical network.
• Configure all VMkernal vNICs to the same MTU (IP Maximum Transmission Unit).
• Configure Contact Center to use Network Adapter type VMXNET 3.
For more information about VMware networking best practices, refer to the VMware documentation.
Troubleshooting VMware
Virtualization platform performance issues can result with Contact Center performance problems.
The virtualization platform includes the host and the running virtual machines on the host. Contact
Center performance problems can include but are not limited to high CPU usage, link instability,
defaulted or abandoned calls.
You must logically and systematically investigate any Contact Center performance issues to rule out
virtualization performance problems. All deviations from the published specifications must be
investigated and resolved before the Contact Center software investigation is initiated. For more
information, refer to the VMware vSphere documentation.
To support troubleshooting VMware resourcing issues, collect information about the following
VMware Key Performance Indicators (KPIs).
VMware vSphere Host KPIs:
• Physical CPU
- PCPU - Physical CPU usage.
March 2016 Avaya Aura® Contact Center Overview and Specification 272
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Troubleshooting VMware
March 2016 Avaya Aura® Contact Center Overview and Specification 273
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Chapter 21: VMware Virtual Machine
specifications
This section describes sample Avaya Aura® Contact Center solutions and the VMware virtual
machine specifications for each sample solution. The sample solutions are based on agent count
and call flow rates.
The sample Avaya Aura® Contact Center solutions, with a minimum virtual machine specification for
each level, are as follows:
• Entry-level solution
• Mid-range solution
• High-end solution
For more information about Avaya Aura® Contact Center and VMware, see VMware virtualization
support on page 260.
For small to medium SIP-enabled contact center solutions, Avaya Aura® Contact Center provides a
Software Appliance. For information about the Avaya Aura® Contact Center Software Appliance, see
Contact Center Software Appliance VMware specifications on page 292.
March 2016 Avaya Aura® Contact Center Overview and Specification 274
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Supported VMware virtual machine configurations
Table 21: Supported VMware virtual machine (VM) specification for each server type
SIP-enabled Avaya Aura® Contact Center requires one or more Avaya Aura® Media Server for
media processing. Avaya Aura® Contact Center uses Avaya WebLM for license management.
AML-based Avaya Aura® Contact Center does not require or use Avaya Aura® Media Server or
Avaya WebLM.
Note:
ESXi 5.0 Update 2 and later supports the creation of virtual machines with up to 32 vCPUs.
ESXi 5.1 and greater supports the creation of virtual machines with more than 32 vCPUs.
ESXi 5.5 and greater supports the creation of virtual machines with more than 32 vCPUs.
The Avaya Aura® Contact Center high-end solution and high-end virtual machine, with 38
vCPUs, is therefore supported only on ESXi 5.1, ESXi 5.5, and greater.
March 2016 Avaya Aura® Contact Center Overview and Specification 275
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VMware Virtual Machine specifications
Note:
In a SIP-enabled Avaya Aura® Contact Center solution with more than 1000 agents, the Avaya
Aura® Media Server instances must be installed on physical servers. SIP-enabled Avaya Aura®
Contact Center solutions with up to 1000 agents support Avaya Aura® Media Server
virtualization. SIP-enabled Avaya Aura® Contact Center solutions with more than 1000 agents
do not support Avaya Aura® Media Server virtualization.
March 2016 Avaya Aura® Contact Center Overview and Specification 276
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Entry-level solution
Entry-level solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of an entry-level Avaya Aura® Contact Center solution.
If your contact center requires more agents or a higher call rate than shown here, refer to the mid-
range or high-end server specifications.
Server type Voice Maximum Maximum Maximum Maximum
platform type logged-in CCMA System multimedia
Agents Supervisors Contact rate (WCph/
Rate Note 1 Eph) Note 2
Voice and Multimedia Aura SIP Not Supported Not Supported N/A N/A
Contact Server CS 1000 AML Not Supported Not Supported N/A N/A
without Avaya Aura®
Media Server
Voice and Multimedia Aura SIP Not Supported Not Supported N/A N/A
Contact Server with
Avaya Aura® Media
Server
Voice Contact Server Aura SIP 300 Note 3 100 6K 500 / 800
Only CS 1000 AML 300 100 6K 500 / 800
Multimedia Contact Aura SIP 1000 N/A N/A 2.0K / 4.0K
Server Only CS 1000 AML 1000 N/A N/A 2.0K / 4.0K
Multimedia Contact Aura SIP Not Supported Not Supported N/A N/A
Server Only with
Enterprise Web Chat
Voice and Multimedia No Switch Not Supported Not Supported N/A N/A
Contact Server with Configured
Avaya Aura® Media
Server
Network Control All switch Supported 400 N/A N/A
Center Server types
Note 1: The System Contact Rate is the total maximum combined contact rate across all supported contact
types.
• For System Contact Rate calculations, IM contacts have a weighting equivalent to one system contact.
One IM contact is equivalent to one system contact, up to the 10,000 IM per hour limit.
• For System Contact Rate calculations, Web chat contacts count as two system contacts. One Web chat is
equivalent to two system contacts.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + (Web Chat * 2))
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Web chats per hour (WCph). Standard Web chat capacity is based
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes.
March 2016 Avaya Aura® Contact Center Overview and Specification 277
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VMware Virtual Machine specifications
Note: Avaya Aura® Contact Center High Availability is not supported on an entry-level server.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 278
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Entry-level solution
This entry-level virtual machine offers performance equivalent to the Avaya Aura® Contact Center
entry-level physical server.
March 2016 Avaya Aura® Contact Center Overview and Specification 279
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VMware Virtual Machine specifications
Mid-range solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of a mid-range Avaya Aura® Contact Center solution.
If your contact center requires more agents or a higher call rate than shown here, refer to the high-
end server specifications.
Server type Voice Maximum Maximum Maximum Maximum
Platform logged-in CCMA System multimedia rate
type Agents Supervisors Contact (WCph/Eph)
Rate Note 1 Note 2
March 2016 Avaya Aura® Contact Center Overview and Specification 280
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Mid-range solution
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + Enterprise Web Chat)
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Web chats per hour (WCph). Standard Web chat capacity is based
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes. Enterprise
Web Chat supports up to 3000 concurrent sessions.
Note 3: This figure is also the combined maximum number for simultaneous use of Agent Desktop and the
Agent Browser application. For example, on a mid-range Voice Contact Server, Avaya Aura® Contact Center
supports 750 Agent Desktops and 750 Agent Browser applications.
Note: Reduce capacity by 35 percent if you are recording all calls. Reduce by (the percentage of calls being
recorded) X (35 percent) if you are using sampled recording.
Note: Avaya Aura® Contact Center High Availability is supported on mid-range servers.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 281
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VMware Virtual Machine specifications
This mid-range virtual machine offers performance equivalent to the Avaya Aura® Contact Center
mid-range physical server.
March 2016 Avaya Aura® Contact Center Overview and Specification 282
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High-end solution
High-end solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of a high-end Avaya Aura® Contact Center solution.
Server type Voice Maximum Maximum Maximum Maximum
Platform type logged-in CCMA System multimedia rate
Agents Supervisors Contact Rate (WCph/Eph) Note 2
Note 1
Voice and Multimedia Aura SIP 600 Note 3 100 12K 1.2K / 2.4K
Contact Server CS 1000 AML 1000 200 20K 1.2K / 2.4K
without Avaya Aura®
Media Server
Voice and Multimedia Aura SIP 400 Note 3 80 8K 600 / 1200
Contact Server with
Avaya Aura® Media
Server
Voice Contact Server Aura SIP 3000 Note 3 600 45K 6.0K / 12K
Only CS 1000 AML 5000 600 100K 6.0K / 12K
Multimedia Contact Aura SIP 3000 N/A N/A 6.0K / 12K
Server Only CS 1000 AML 3000 N/A N/A 6.0K / 12K
Multimedia Contact Aura SIP 3000 N/A N/A 18K / 12K
Server Only with
Enterprise Web Chat
Voice and Multimedia No Switch 3000 600 N/A 6.0K / 12K
Contact Server with Configured
Avaya Aura® Media
Server
Network Control All switch Supported 600 N/A N/A
Center Server types
Note 1: The System Contact Rate is the total maximum combined contact rate across all supported contact
types.
• For System Contact Rate calculations, IM contacts have a weighting equivalent to one system contact.
One IM contact is equivalent to one system contact, up to the 10,000 IM per hour limit.
• For System Contact Rate calculations, Web chat contacts count as two system contacts. One Web chat is
equivalent to two system contacts.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + (Web Chat * 2))
• For System Contact Rate calculations, Enterprise Web Chat contacts count as one system contact. One
Enterprise Web chat is equivalent to one system contact.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + Enterprise Web Chat)
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Standard Web chats per hour (WCph). Web chat capacity is based
March 2016 Avaya Aura® Contact Center Overview and Specification 283
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VMware Virtual Machine specifications
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes. Enterprise
Web Chat supports up to 3000 concurrent sessions.
Note 3: This figure is also the combined maximum number for simultaneous use of Agent Desktop and the
Agent Browser application. For example, on a high-end Voice Contact Server, Avaya Aura® Contact Center
supports 1500 Agent Desktops and 1500 Agent Browser applications.
Note: Reduce capacity by 35 percent if you are recording all calls. Reduce by (the percentage of calls being
recorded) X (35 percent) if you are using sampled recording.
Note: Avaya Aura® Contact Center High Availability is supported on high-end servers.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 284
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High-end solution
This high-end virtual machine offers performance equivalent to the Avaya Aura® Contact Center
high-end physical server.
Note:
ESXi 5.0 Update 2 and later supports the creation of virtual machines with up to 32 vCPUs.
ESXi 5.1 and greater supports the creation of virtual machines with more than 32 vCPUs.
ESXi 5.5 and greater supports the creation of virtual machines with more than 32 vCPUs.
The high-end virtual machine, with 38 vCPUs, is therefore supported only on ESXi 5.1, ESXi
5.5, and greater.
March 2016 Avaya Aura® Contact Center Overview and Specification 285
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VMware Virtual Machine specifications
Table 22: Contact Center Virtual Machine hard disk minimum partition sizes
If using 900 GB Raid–1 disks, use the above Minimum Partition size option. Contact Center requires
Hardware RAID-1 with duplicate hard disk drives with identical specifications. Therefore, the host
server must implement Hardware RAID-1 or better.
March 2016 Avaya Aura® Contact Center Overview and Specification 286
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Avaya Aura® Media Server virtual machine specification
• Avaya Aura® Media Server supports only a 4 vCPU or 8 vCPU virtual machine.
• In a SIP-enabled Avaya Aura® Contact Center solution with more than 1000 agents, the Avaya
Aura® Media Server instances must be installed on physical servers. SIP-enabled Avaya Aura®
Contact Center solutions with up to 1000 agents support Avaya Aura® Media Server
virtualization. SIP-enabled Avaya Aura® Contact Center solutions with more than 1000 agents
do not support Avaya Aura® Media Server virtualization.
• To create an Avaya Aura® Media Server virtual machine, you have the following options:
- Deploy the Avaya Aura® Media Server OVA on a host server and re-configure it to one of the
above VMware specifications (4 or 8 vCPU).
- Manually create a virtual machine to one of the above VMware specifications; create a 4
vCPU or 8 vCPU virtual machine. Install a supported Linux operating system and then install
the Avaya Aura® Media Server software.
• The VMware host server must not be overcommitted. The total number of vCPUs assigned
across all virtual machines must be less than the host’s physical core count. Leave at least one
vCPU unassigned for the VMware hypervisor.
• You can deploy multiple instances of virtual Avaya Aura® Media Server on the same VMware
host server, with the following limitations:
- For virtualized Avaya Aura® Media Server High Availability deployments, the Primary and
Backup instances of Avaya Aura® Media Server must be deployed on separate VMware host
servers.
- Maximum of 2000 Avaya Aura® Media Server sessions supported per physical network
interface for VMware virtualized deployments.
March 2016 Avaya Aura® Contact Center Overview and Specification 287
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VMware Virtual Machine specifications
• The virtualization host server must have a Quad port 1 Gbit/s NIC or faster with Receive Side
Scaling support.
• Virtual CPU resource requirements refer to physical cores only and not logical cores
associated with Hyper-Threading.
• Avaya recommends that you deploy as few instances of Avaya Aura® Media Server as possible
to satisfy deployment scale requirements. For virtualized deployments of Avaya Aura® Media
Server, deploy one 8 vCPU virtual machine instead of two 4 vCPU virtual machines where
applicable.
• Avaya Aura® Media Server High Availability (HA):
- Avaya Aura® Media Server HA is supported on 4 vCPU and 8 vCPU virtual machines.
- The Primary and Backup instances of Avaya Aura® Media Server must be deployed on
separate VMware host servers.
- There is a 30% reduction in supported capacity for virtualized Avaya Aura® Media Server
when deployed in HA mode. For example, an 8 vCPU Avaya Aura® Media Server virtual
machine supports up to 1000 agent sessions. In HA mode, the Avaya Aura® Media Server
HA pair supports 700 agent sessions. If Call Recording is enabled, the capacity reduces
further.
• The minimum CPU Reservation (MHz) figure is based on the minimum supported clock speed.
To fully reserve each CPU, reserve the number of CPUs multiplied by the virtualization host’s
core clock speed.
• The agent count is modelled on simple call offer and answer to agent plus 50% calls in queue.
• To estimate the supported agent counts for Avaya Aura® Media Server deployments, use 2.5
sessions per agent.
• To support more agent sessions, add additional Avaya Aura® Media Servers to your solution.
• For more information about Avaya Aura® Contact Center, Avaya Aura® Media Server, and
VMware, see VMware virtualization support on page 260.
March 2016 Avaya Aura® Contact Center Overview and Specification 288
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VMware host server resource management and monitoring
different processors and to select suitable VMware host hardware for Avaya Aura® Contact Center
virtualization.
The individual core benchmark value for the processor in your VMware host server must be equal to
or greater than 90% of the individual core benchmark value for the Avaya Aura® Contact Center
reference processor.
Follow these steps to ensure your proposed VMware host CPUs meet the Contact Center minimum
requirements.
• Using the https://cpubenchmark.net website, determine the individual core benchmark value for
the reference CPU: Dual 8-core Intel Xeon E5-2670 2.60GHz.
Reference individual core benchmark value = (Reference CPU benchmark from website /
Number of cores in reference CPU)
• Using the https://cpubenchmark.net website, determine the individual core benchmark value for
your VMware host server CPU.
Individual core benchmark value = (Your host server CPU benchmark from website / Number
of cores in host server CPU)
• To support Contact Center virtualization, the individual core benchmark value of your VMware
host must be equal to or greater than 90% of the reference individual core benchmark value.
To support Contact Center, your VMware host must have a sufficient number of CPU cores each
with at least the minimum individual core benchmark value.
March 2016 Avaya Aura® Contact Center Overview and Specification 289
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VMware Virtual Machine specifications
• Depending on your solution requirements, your Contact Center virtual machine might need
additional RAM.
• If the total average CPU usage spikes above 50% for sustained periods, add additional CPU
resources to the Contact Center virtual machine.
• If Contact Center virtual machine monitoring indicates resource starvation, add additional
resources as necessary.
• Depending on your solution’s call complexity, you might need to add additional VMware
resources as necessary.
• Depending on your solution’s administration and reporting requirements, you might need to
add additional VMware resources as necessary. Avaya recommends running large or complex
reports during off-peaks hours.
• The minimum CPU Reservation (MHz) figure is based on the minimum supported clock speed.
To fully reserve each CPU, reserve the number of CPUs multiplied by the virtualization host’s
core clock speed.
• The supported agent counts and associated contact processing is modelled using simple
contact processing with moderate reporting and administration.
March 2016 Avaya Aura® Contact Center Overview and Specification 290
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Overview of deploying Contact Center with VMware
8. On the host server, enable all available Virtualization Technology options in the hardware
BIOS. Enable Intel virtualization (VT-x) and if available enable Extended Page Tables (EPT).
The available virtualization settings vary by hardware provider and BIOS version. Read your
hardware provider's documents covering virtualization support to determine which settings to
configure.
9. Install VMware vSphere software on the host server.
10. Configure a networking infrastructure on the host server. Configure a VM Network and a
Standard Switch vSwitch. For each Contact Center virtual machine, configure and use
VMXNET 3 networking.
11. Using the vSphere client, configure each Contact Center virtual machine with the CPU,
memory, and disk space required for your contact center configuration.
12. On each Contact Center virtual machine, completely disable time synchronization to the host
time. During Contact Center commissioning, the Contact Center virtual machines are
synchronized with the voice switching (PABX) platform.
13. Add the Avaya Aura® Contact Center DVD image to the vSphere ISO library.
14. Prepare each virtual machine for Avaya Aura® Contact Center:
• If you are installing Contact Center software, configure disk partitions and install Windows
Server 2012 Release 2 operating system.
• If you are installing Avaya Aura® Media Server, configure disk partitions and install Red
Hat Enterprise Linux operating system.
15. On each Avaya Aura® Contact Center virtual machine, perform the Contact Center server
preparation procedures.
16. Install Avaya Aura® Contact Center software on the operating system.
17. Commission and deploy each Contact Center virtual machine as normal.
18. Capture the initial CPU and memory usage, as baseline performance metrics.
19. Continue to monitor the CPU and memory of each Avaya Aura® Contact Center virtual
machine.
20. Continue to monitor all the resources of the vSphere host server, focusing on CPU, memory,
and disk drive resources.
21. For more information about configuring VMware virtual machines for Avaya Aura® Contact
Center, see VMware virtualization support on page 260.
March 2016 Avaya Aura® Contact Center Overview and Specification 291
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Chapter 22: Contact Center Software
Appliance VMware
specifications
This section specifies the VMware resources required to support the Avaya Aura® Contact Center
software appliance. SIP-enabled Avaya Aura® Contact Center offers a software appliance for small
to medium sized virtualized solutions. The software appliance consists of the following three
VMware virtual machines:
• Avaya Aura® Contact Center Voice and Multimedia Contact Server virtual machine
• Avaya Aura® Media Server OVA
• Avaya WebLM OVA
The following diagram shows a typical virtualized solution using Avaya Aura® Contact Center, Avaya
Aura® Media Server, and Avaya WebLM installed on a single VMware host server and integrated
with an Avaya Aura® Unified Communications platform to build a SIP-enabled contact center
solution.
March 2016 Avaya Aura® Contact Center Overview and Specification 292
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Voice and Multimedia Contact Server virtual machine
host. A virtual appliance contains a preinstalled, preconfigured operating system and an application
stack optimized to provide a specific set of services. The Avaya Aura® Media Server and Avaya
WebLM OVAs are prepackaged and ready for deployment.
For the Avaya Aura® Contact Center virtual machine, you build a suitably specified virtual machine
and then install product software from the Avaya Aura® Contact Center DVD or ISO image.
The following table specifies the maximum overall capacity of the Avaya Aura® Contact Center
software appliance.
Maximum logged- Maximum CCMA Maximum System Contact Maximum multimedia rate
in agents supervisors Rate (cph) Note 1 WCph/ Eph) Note 2
400 80 8K 600 /1200
Note 1: The System Contact Rate is the total maximum combined contact rate across all supported contact
types.
Note 2: Multimedia contact rates are applicable only if multimedia is part of the solution. Email contacts per
hour (Eph). Standard Web chats per hour (WCph). Standard Web chat maximum capacity is based on an
average chat duration of 5 minutes. The maximum number of simultaneous Standard Web chat sessions is
50.
You can use VMware vSphere or vCenter and these Avaya Aura® Contact Center components to
create virtual machines in your virtualized environment.
The Avaya Aura® Contact Center software appliance is supported only on the following virtualization
environments:
• ESXi 5.0 Update 2 (with VMFS 5.54 or later)
• ESXi 5.1 (with VMFS 5.54 or later)
• ESXi 5.5 (with VMFS 5.54 or later)
Avaya Aura® Contact Center supports the Avaya WebLM virtual machine co-resident on the same
VMware host server or deployed on a separate VMware host server.
Avaya Aura® Contact Center supports the Avaya Aura® Media Server virtual machine co-resident on
the same VMware host server or deployed on a separate VMware host server.
AML-based Avaya Aura® Contact Center does not provide a software appliance. For information
about Avaya Communication Server 1000 AML-based solutions and virtualization, see VMware
Virtual Machine specifications on page 274 or Hyper-V virtualization support on page 304.
March 2016 Avaya Aura® Contact Center Overview and Specification 293
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Contact Center Software Appliance VMware specifications
The Voice and Multimedia Contact Server virtual machine contains the following contact center
application software.
• Contact Center Manager Server (CCMS)
• Contact Center Manager Administration (CCMA)
• Communication Control Toolkit (CCT)
• Contact Center Multimedia (CCMM)
• Contact Center License Manager (LM)
• Contact Center Manager Server Utility (SU)
• Orchestration Designer (OD)
• Firewall policy
To create the Voice and Multimedia Contact Server virtual machine, perform the following:
1. Create a VMware virtual machine that meets or exceeds the minimum specifications for your
solution. For information about engineering the VMware resources for your solution, refer to
Avaya Aura® Contact Center Overview and Specification.
2. Install the Windows Server 2012 Release 2 Standard or Datacenter edition English operating
system on the virtual machine.
3. License and activate the Microsoft Windows 2012 R2 operating system.
4. Configure the server and format the hard disks and disk partitions to the required
specifications.
5. Install VMware Tools on the server.
6. Download and read the most recent Avaya Aura® Contact Center Release Notes.
7. Obtain an Avaya Aura® Contact Center DVD or ISO image.
8. Download the most recent Avaya Aura® Contact Center Service Packs and updates.
9. Obtain an Avaya Aura® Contact Center license file.
10. Use the Avaya Aura® Contact Center DVD or ISO image to install the SIP-enabled Voice and
Multimedia Contact Server without Avaya Aura® Media Server server type. The Voice and
Multimedia Contact Server with Avaya Aura® Media Server install option does not support
VMware.
11. Use the Avaya Aura® Contact Center Configuration Ignition Wizard to install the software.
12. Commission the Voice and Multimedia Contact Server for your solution.
13. Continue to monitor the VMware real-time resources.
Each SIP-enabled Voice and Multimedia Contact Server requires one or more Avaya Aura® Media
Server. You must install and configure one or more Linux-based Avaya Aura® Media Servers in the
contact center solution.
March 2016 Avaya Aura® Contact Center Overview and Specification 294
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Voice and Multimedia Contact Server virtual machine
The Voice and Multimedia Contact Server supports the following Avaya Aura® Media Server
options:
• Use the Avaya Aura® Contact Center DVD to install Avaya Aura® Media Server software on a
physical Linux server.
• Use the Avaya Aura® Contact Center DVD to install Avaya Aura® Media Server software on a
Linux virtual machine.
• Deploy the Avaya Aura® Media Server OVA package to create a virtualized Avaya Aura® Media
Server virtual machine.
Each SIP-enabled Voice and Multimedia Contact Server virtual machine also requires an additional,
separate, Avaya WebLM licensing server.
Table 23: Contact Center Virtual Machine hard disk minimum partition sizes
March 2016 Avaya Aura® Contact Center Overview and Specification 295
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Contact Center Software Appliance VMware specifications
If using 900 GB Raid–1 disks, use the above Minimum Partition size option.
Contact Center requires Hardware RAID-1 with duplicate hard disk drives with identical
specifications. Therefore, the VMware host server must implement Hardware RAID-1 or better.
March 2016 Avaya Aura® Contact Center Overview and Specification 296
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WebLM OVA
Contact Center does not support Avaya Aura® Media Server using these default deployment
settings. After you deploy the Avaya Aura® Media Server, re-configure the virtual machine to have 4
or 8 CPUs and at least 8 GB RAM. Avaya Aura® Media Server is supported only on virtual machines
with 4 or 8 CPUs.
In a virtualized Contact Center environment, you can use VMware to load the Avaya Aura® Media
Server OVA package into a virtual machine in your contact center solution. The virtualized Contact
Center server can then use the virtualized Avaya Aura® Media Server as a voice media processor.
Deploy the Avaya Aura® Media Server OVA using Disk Format - Thick Provision Lazy Zeroed.
Avaya Aura® Media Server does not support thin provisioning.
WebLM OVA
Contact Center supports the WebLM license manager server. For increased efficiency and flexibility,
the WebLM license manager supports the VMware Virtual Appliance and Open Virtualization
Archive (OVA) deployment mechanisms. In a virtualized Contact Center environment, you can use
VMware to load the WebLM OVA package onto a separate virtual machine in your contact center
solution. The virtualized Contact Center server can then use the virtualized WebLM server as the
license manager.
The WebLM OVA contains a hardened Linux operating system.
The WebLM OVA requires the following:
vCPU Minimum CPU speed Virtual memory Number of NICs Virtual disk storage
reservation reservation
1 2300 MHz 2 GB 1 shared 35 GB
Note:
Do not change any of these WebLM OVA VMware virtual machine settings.
The WebLM OVA uses the following network mapping:
WebLM Server VM Interface Application
Eth0 License management
March 2016 Avaya Aura® Contact Center Overview and Specification 297
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Contact Center Software Appliance VMware specifications
The WebLM server for VMware is packaged as a vAppliance ready for deployment using either
VMware vSphere Client or VMware vCenter.
Deploy the WebLM OVA using Disk Format - Thick Provision Lazy Zeroed. Avaya WebLM does not
support thin provisioning in production environments.
March 2016 Avaya Aura® Contact Center Overview and Specification 298
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Avaya Aura® Contact Center software appliance VMware resource profiling
Table 24: Avaya Aura® Contact Center Voice and Multimedia Contact Server VMware virtual machine
minimum resource requirements
• The System Contact Rate is the total maximum combined contact rate across all supported
contact types.
Table 25: Avaya Aura® Media Server VMware virtual machine minimum resource requirements
• Avaya Aura® Media Server is supported only on a virtual machine with 4 or 8 CPUs.
• Virtualized Avaya Aura® Media Server in High Availability mode, has a 30% reduction in
supported capacity.
• The agent count is modelled on simple call offer and answer to agent plus 50% calls in queue.
• To estimate the supported agent counts for Avaya Aura® Media Server deployments, use 2.5
sessions per agent.
March 2016 Avaya Aura® Contact Center Overview and Specification 299
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Contact Center Software Appliance VMware specifications
Table 26: Avaya WebLM VMware virtual machine resource minimum requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 300
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VMware host server minimum CPU specification
March 2016 Avaya Aura® Contact Center Overview and Specification 301
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Contact Center Software Appliance VMware specifications
Avaya recommends using a 600 GB partition for multimedia storage. The multimedia 600 GB
partition requires SAN Storage.
Table 27: VMware host server disk space for Avaya Aura® Contact Center software appliance
Virtual Machine Minimum disk Recommended disk space Recommended disk space
space with 300 GB multimedia with 600 GB multimedia
partition partition
Avaya Aura® 641 GB 801 GB 1101 GB NTFS
Contact Center
VM
Avaya Aura® 50 GB 50 GB 50 GB
Media Server VM
Avaya WebLM 35 GB 35 GB 35 GB
VM
Total Avaya 726 GB of disk 886 GB of disk space 1186 GB of disk space on a
Aura® Contact space SAN
Center software
appliance storage
VMware host 900 GB Datastore 1.2 TB Datastore 1.4 TB Datastore on SAN
server hard disk
space
Avaya Aura® Contact Center requires Hardware RAID-1 with duplicate hard disk drives with identical
specifications. Therefore, the host server must implement Hardware RAID-1 or better.
March 2016 Avaya Aura® Contact Center Overview and Specification 302
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VMware host server resource management and monitoring
• Depending on your solution requirements, your Contact Center virtual machine might need
additional RAM.
• If the total average CPU usage spikes above 50% for sustained periods, add additional CPU
resources to the Contact Center virtual machine.
• If Contact Center virtual machine monitoring indicates resource starvation, add additional
resources as necessary.
• Depending on your solution’s call complexity, you might need to add additional VMware
resources as necessary.
• Depending on your solution’s administration and reporting requirements, you might need to
add additional VMware resources as necessary. Avaya recommends running large or complex
reports during off-peaks hours.
• The minimum CPU Reservation (MHz) figure is based on the minimum supported clock speed.
To fully reserve each CPU, reserve the number of CPUs multiplied by the virtualization host’s
core clock speed.
• The supported agent counts and associated contact processing is modelled using simple
contact processing with moderate reporting and administration.
March 2016 Avaya Aura® Contact Center Overview and Specification 303
Comments on this document? [email protected]
Chapter 23: Hyper-V virtualization support
This section describes sample Avaya Aura® Contact Center solutions and the Microsoft Hyper-V
2012 virtual machine specifications for each sample solution. The sample solutions are based on
agent count and call flow rates.
The sample Avaya Aura® Contact Center solutions, with a minimum virtual machine specification for
each level, are as follows:
• Entry-level solution
• Mid-range solution
• High-end solution
Avaya Aura® Contact Center supports virtualization using the following versions of Hyper-V.
• Microsoft Windows 2012 R2 Hyper-V
• Windows Server 2012 R2 Standard Core
• Windows Server 2012 R2 DataCenter Core
Avaya Aura® Contact Center does not support Hyper-V Clustered environments. The Avaya Aura®
Contact Center Hyper-V host server must be standalone.
Avaya Aura® Contact Center is not supported on GUI-based installations of Windows Server 2012
R2 with the Hyper-V role added. Avaya Aura® Contact Center is supported only on Generation 2
virtual machines. The Generation 2 virtual machines must use EUFI boot firmware. Avaya Aura®
Contact Center does not support Secure Boot. This feature is enabled by default on Generation 2
virtual machines; disable it before installing Avaya Aura® Contact Center.
Avaya Aura® Media Server is not supported on Microsoft Hyper-V. Avaya WebLM Server is not
supported on Microsoft Hyper-V. Install Avaya Aura® Media Server on physical servers.
A dedicated Network Adapter is required for each Virtual Network Adapter. SIP-enabled Avaya
Aura® Contact Center deployments require one virtual network adapter. AML-based Avaya Aura®
Contact Center deployments support two virtual network adapters.
March 2016 Avaya Aura® Contact Center Overview and Specification 304
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Supported Hyper-V virtual machine configurations
Table 28: Supported Hyper-V virtual machine (VM) specification for each server type
SIP-enabled Avaya Aura® Contact Center requires one or more Avaya Aura® Media Server for
media processing. Avaya Aura® Contact Center uses Avaya WebLM for license management.
AML-based Avaya Aura® Contact Center does not require or use Avaya Aura® Media Server or
Avaya WebLM.
March 2016 Avaya Aura® Contact Center Overview and Specification 305
Comments on this document? [email protected]
Hyper-V virtualization support
Entry-level solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of an entry-level Avaya Aura® Contact Center solution.
If your contact center requires more agents or a higher call rate than shown here, refer to the mid-
range or high-end server specifications.
Server type Voice Maximum Maximum Maximum Maximum
platform type logged-in CCMA System multimedia
Agents Supervisors Contact rate (WCph/
Rate Note 1 Eph) Note 2
Voice and Multimedia Aura SIP Not Supported Not Supported N/A N/A
Contact Server CS 1000 AML Not Supported Not Supported N/A N/A
without Avaya Aura®
Media Server
Voice and Multimedia Aura SIP Not Supported Not Supported N/A N/A
Contact Server with
Avaya Aura® Media
Server
Voice Contact Server Aura SIP 300 Note 3 100 6K 500 / 800
Only CS 1000 AML 300 100 6K 500 / 800
Multimedia Contact Aura SIP 1000 N/A N/A 2.0K / 4.0K
Server Only CS 1000 AML 1000 N/A N/A 2.0K / 4.0K
Multimedia Contact Aura SIP Not Supported Not Supported N/A N/A
Server Only with
Enterprise Web Chat
Voice and Multimedia No Switch Not Supported Not Supported N/A N/A
Contact Server with Configured
Avaya Aura® Media
Server
Network Control All switch Supported 400 N/A N/A
Center Server types
Note 1: The System Contact Rate is the total maximum combined contact rate across all supported contact
types.
• For System Contact Rate calculations, IM contacts have a weighting equivalent to one system contact.
One IM contact is equivalent to one system contact, up to the 10,000 IM per hour limit.
• For System Contact Rate calculations, Web chat contacts count as two system contacts. One Web chat is
equivalent to two system contacts.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + (Web Chat * 2))
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Web chats per hour (WCph). Standard Web chat capacity is based
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes.
March 2016 Avaya Aura® Contact Center Overview and Specification 306
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Entry-level solution
Note: Avaya Aura® Contact Center High Availability is not supported on an entry-level server.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 307
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Hyper-V virtualization support
This entry-level virtual machine offers performance equivalent to the Avaya Aura® Contact Center
entry-level physical server.
March 2016 Avaya Aura® Contact Center Overview and Specification 308
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Mid-range solution
Mid-range solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of a mid-range Avaya Aura® Contact Center solution.
If your contact center requires more agents or a higher call rate than shown here, refer to the high-
end server specifications.
Server type Voice Maximum Maximum Maximum Maximum
Platform logged-in CCMA System multimedia rate
type Agents Supervisors Contact (WCph/Eph)
Rate Note 1 Note 2
March 2016 Avaya Aura® Contact Center Overview and Specification 309
Comments on this document? [email protected]
Hyper-V virtualization support
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + Enterprise Web Chat)
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Web chats per hour (WCph). Standard Web chat capacity is based
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes. Enterprise
Web Chat supports up to 3000 concurrent sessions.
Note 3: This figure is also the combined maximum number for simultaneous use of Agent Desktop and the
Agent Browser application. For example, on a mid-range Voice Contact Server, Avaya Aura® Contact Center
supports 750 Agent Desktops and 750 Agent Browser applications.
Note: Reduce capacity by 35 percent if you are recording all calls. Reduce by (the percentage of calls being
recorded) X (35 percent) if you are using sampled recording.
Note: Avaya Aura® Contact Center High Availability is supported on mid-range servers.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 310
Comments on this document? [email protected]
Mid-range solution
This mid-range virtual machine offers performance equivalent to the Avaya Aura® Contact Center
mid-range physical server.
March 2016 Avaya Aura® Contact Center Overview and Specification 311
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Hyper-V virtualization support
High-end solution
The following table lists the installation options, maximum number of agents, and maximum call
rates of a high-end Avaya Aura® Contact Center solution.
Server type Voice Maximum Maximum Maximum Maximum
Platform type logged-in CCMA System multimedia rate
Agents Supervisors Contact Rate (WCph/Eph) Note 2
Note 1
Voice and Multimedia Aura SIP 600 Note 3 100 12K 1.2K / 2.4K
Contact Server CS 1000 AML 1000 200 20K 1.2K / 2.4K
without Avaya Aura®
Media Server
Voice and Multimedia Aura SIP 400 Note 3 80 8K 600 / 1200
Contact Server with
Avaya Aura® Media
Server
Voice Contact Server Aura SIP 3000 Note 3 600 45K 6.0K / 12K
Only CS 1000 AML 5000 600 100K 6.0K / 12K
Multimedia Contact Aura SIP 3000 N/A N/A 6.0K / 12K
Server Only CS 1000 AML 3000 N/A N/A 6.0K / 12K
Multimedia Contact Aura SIP 3000 N/A N/A 18K / 12K
Server Only with
Enterprise Web Chat
Voice and Multimedia No Switch 3000 600 N/A 6.0K / 12K
Contact Server with Configured
Avaya Aura® Media
Server
Network Control All switch Supported 600 N/A N/A
Center Server types
Note 1: The System Contact Rate is the total maximum combined contact rate across all supported contact
types.
• For System Contact Rate calculations, IM contacts have a weighting equivalent to one system contact.
One IM contact is equivalent to one system contact, up to the 10,000 IM per hour limit.
• For System Contact Rate calculations, Web chat contacts count as two system contacts. One Web chat is
equivalent to two system contacts.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + (Web Chat * 2))
• For System Contact Rate calculations, Enterprise Web Chat contacts count as one system contact. One
Enterprise Web chat is equivalent to one system contact.
• For System Contact Rate calculations, the total maximum number of supported contacts per hour =
(Voice + IM + Email + Enterprise Web Chat)
• Route to CDN and Transfer/Conference to CDN each count as two calls.
Note 2: Multimedia contact rates are applicable only if Contact Center Multimedia (CCMM) is part of the
solution. Email contacts per hour (Eph). Standard Web chats per hour (WCph). Web chat capacity is based
March 2016 Avaya Aura® Contact Center Overview and Specification 312
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High-end solution
on a maximum of 500 simultaneous chat sessions with an average chat duration of 5 minutes. Enterprise
Web Chat supports up to 3000 concurrent sessions.
Note 3: This figure is also the combined maximum number for simultaneous use of Agent Desktop and the
Agent Browser application. For example, on a high-end Voice Contact Server, Avaya Aura® Contact Center
supports 1500 Agent Desktops and 1500 Agent Browser applications.
Note: Reduce capacity by 35 percent if you are recording all calls. Reduce by (the percentage of calls being
recorded) X (35 percent) if you are using sampled recording.
Note: Avaya Aura® Contact Center High Availability is supported on high-end servers.
Note: To achieve the stated capacities, configure your sever hardware for maximum performance. For more
information, see Server performance and firmware settings on page 239.
Note: You can use the instance of CCMA on this server to manage the agents and supervisors associated
with this server or with remote CCMS servers up to the maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 313
Comments on this document? [email protected]
Hyper-V virtualization support
This high-end virtual machine offers performance equivalent to the Avaya Aura® Contact Center
high-end physical server.
March 2016 Avaya Aura® Contact Center Overview and Specification 314
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Contact Center virtual machine hard disks and partitions
Table 29: Contact Center Virtual Machine hard disk minimum partition sizes
If using 900 GB Raid–1 disks, use the above Minimum Partition size option. Contact Center requires
Hardware RAID-1 with duplicate hard disk drives with identical specifications. Therefore, the host
server must implement Hardware RAID-1 or better.
March 2016 Avaya Aura® Contact Center Overview and Specification 315
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Hyper-V virtualization support
March 2016 Avaya Aura® Contact Center Overview and Specification 316
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Hyper-V host server resource management and monitoring
• Depending on your solution requirements, your Contact Center virtual machine might need
additional RAM.
• The Hyper-V host server must not be over-committed in terms of RAM. Static RAM assignment
required. Contact Center does not support Dynamic RAM.
• If the total average CPU usage spikes above 50% for sustained periods, add additional CPU
resources to the Contact Center virtual machine.
• If Contact Center virtual machine monitoring indicates resource starvation, add additional
resources as necessary.
• Depending on your solution’s call complexity, you might need to add additional Hyper-V
resources as necessary.
• Depending on your solution’s administration and reporting requirements, you might need to
add additional Hyper-V resources as necessary. Avaya recommends running large or complex
reports during off-peaks hours.
• The supported agent counts and associated contact processing is modelled using simple
contact processing with moderate reporting and administration.
• Contact Center supports Hyper-V Checkpoints but only during a maintenance window. Delete
all checkpoints before returning to production.
March 2016 Avaya Aura® Contact Center Overview and Specification 317
Comments on this document? [email protected]
Chapter 24: High Availability server
requirements
Avaya Aura® Contact Center supports campus High Availability for fault tolerant and mission critical
contact centers. You can configure your contact center to have no single point of failure. Contact
Center supports the following levels of campus high availability:
• Mission Critical High Availability for SIP-enabled contact centers
• Hot-standby High Availability for AML-based contact centers
Contact Center also supports geographic high availability for data resiliency and disaster recovery.
This section provides information about standby server, Remote Geographic Node server, and
network requirements. This section also describes how to optimize the Contact Center Mission
Critical High Availability (HA) feature for your network.
March 2016 Avaya Aura® Contact Center Overview and Specification 318
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Mission Critical High Availability
• Two or more Avaya Aura® Media Server Linux-based servers, configured as High Availability
pairs.
Only Linux-based Avaya Aura® Media Servers support High Availability.
• Two Avaya Aura® Session Manager instances.
• Two Avaya Aura® Application Enablement Services servers configured as a High Availability
pair.
• Two Avaya Aura® Communication Manager servers configured as a High Availability pair.
• Redundant Ethernet switches.
• A Windows Active Directory Domain Controller and Domain Name System (DNS).
To achieve Mission Critical High Availability without platform resiliency, you must have a SIP-
enabled Contact Center with the following:
• Two Voice Contact Servers configured as a High Availability pair and two Multimedia Contact
Servers configured as a High Availability pair.
OR
Two Voice and Multimedia Contact Servers configured as a High Availability pair. A Voice and
Multimedia Contact Server supports fewer agents than a separate Voice Contact Server and
Multimedia Contact Server.
• Two or more Avaya Aura® Media Server Linux-based servers, configured as High Availability
pairs.
Only Linux-based Avaya Aura® Media Servers support High Availability.
• One Avaya Aura® Session Manager (SM) instance.
• One Avaya Aura® Application Enablement Services (AES) server.
• One Avaya Aura® Communication Manager (CM) server.
• Redundant Ethernet switches.
• A Windows Active Directory Domain Controller and Domain Name System (DNS).
Note:
This is the least resilient Mission Critical HA solution, because there is no platform resiliency. If
an outage occurs on any of the Unified Communications components in this solution, the
contact center agents can experience downtime, loss of call control, or call loss.
To achieve Mission Critical High Availability using Midsize Enterprise you must have a SIP-enabled
Contact Center with the following:
• Two Voice Contact Servers configured as a High Availability pair and two Multimedia Contact
Servers configured as a High Availability pair.
OR
Two Voice and Multimedia Contact Servers configured as a High Availability pair. A Voice and
Multimedia Contact Server supports fewer agents than a separate Voice Contact Server and
Multimedia Contact Server.
March 2016 Avaya Aura® Contact Center Overview and Specification 319
Comments on this document? [email protected]
High Availability server requirements
• Two or more Avaya Aura® Media Server Linux-based servers, configured as High Availability
pairs.
Only Linux-based Avaya Aura® Media Servers support High Availability.
• Two Midsize Enterprise servers, configured for High Availability.
• Redundant Ethernet switches.
• A Windows Active Directory Domain Controller and Domain Name System (DNS).
In a Mission Critical HA solution, all of the above components must be in the same network subnet
or campus network location. All Contact Center servers must be in the same Windows Active
Directory domain. All Contact Center servers must be registered with the same Windows Active
Directory Domain Controller. All Agent Desktop clients must be registered in this domain, or in
domains with a two-way trust relationship with this Contact Center server domain.
Contact Center Administrators use the active server in daily operation. Configuration changes made
to the active system during normal operation automatically replicate to the standby system.
Therefore the standby system has the most recent configuration and is ready to take over
processing from the active system. Statistical data also automatically replicates to the standby
system. Data replicates to the standby system in real-time.
March 2016 Avaya Aura® Contact Center Overview and Specification 320
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Avaya Aura® Unified Communications platform and Contact Center High Availability
Contact Center Administrators use the active server in daily operation. Configuration changes made
to the active system during normal operation automatically replicate to the standby system.
Therefore the standby system has the most recent configuration and is ready to take over
processing from the active system. Statistical data also automatically replicates to the standby
system. Data replicates to the standby system in real-time.
Table 30: Avaya Aura® Unified Communications platform HA support level summary
March 2016 Avaya Aura® Contact Center Overview and Specification 321
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High Availability server requirements
Table 31: Avaya Communication Server 1000 High Availability support level summary
March 2016 Avaya Aura® Contact Center Overview and Specification 322
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Standby server requirements
Table 32: Contact Center application High Availability support level summary
complete. If an active Contact Center application fails, the switchover to the standby server completes in
seconds.
Important:
If a Contact Center application or server fails, High Availability maintains voice calls in progress
between customers and agents.
Important:
In a SIP-enabled contact center using an Avaya Aura® Unified Communications platform and
High Availability resiliency, the active and standby CCMS servers must both have TLS
certificates in place to communicate securely with the Avaya Aura® Unified Communications
platform and to support High Availability switchover.
March 2016 Avaya Aura® Contact Center Overview and Specification 323
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High Availability server requirements
The Remote Geographic Node server hardware specification must be equal to or greater than the
active server hardware specification. The Remote Geographic Node server must have the same
hard disk partitions, the same amount of memory, the same CPU type, and the same Operating
System patches. The Remote Geographic Node server must have the Contact Center software
installed on the same partitions as the active server, and it must be patched to the same level. The
active and Remote Geographic Node servers must have the same operating system updates and
the same operating system patch level.
If the active and Remote Geographic Node Contact Center servers are virtualized, they must be on
different VMware host servers. Both VMware host servers must use the same version of VMware.
The virtualized active and Remote Geographic Node servers must have the same VMware virtual
machine configuration settings.
March 2016 Avaya Aura® Contact Center Overview and Specification 324
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Geographic network configuration
Campus High Availability supports LAN environments where the round trip delay is less than 80ms,
with less than 0.5% packet loss.
March 2016 Avaya Aura® Contact Center Overview and Specification 325
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Chapter 25: Voice and Multimedia Contact
Server without Avaya Aura®
Media Server configuration
requirements
This section provides the configuration requirements for a Voice and Multimedia Contact Server
without Avaya Aura® Media Server. Install this server to provide context‐sensitive and skill-based
routing for customer voice and multimedia contacts. This server provides routed contact support for
voice calls, email messages, Web communications, voice mail messages, scanned documents, fax
messages, and SMS text messages. SIP-enabled Voice and Multimedia Contact Server also
supports Instant Message (IM) contact routing. This server provides extensive tools for agent
management, real-time and historical reporting, and graphical tools to create contact flows and
treatment rules. Use this server for license management, High Availability configuration, networking,
Open Interfaces Web Service and third-party application interfaces integration.
This server includes the following Avaya Aura® Contact Center components:
• Contact Center Manager Server (CCMS)
• Contact Center Manager Administration (CCMA)
• Communication Control Toolkit (CCT)
• Contact Center License Manager (LM)
• Contact Center Manager Server Utility (SU)
• Avaya Aura® Contact Center Orchestration Designer (OD)
• Contact Center Multimedia (CCMM)
Voice and Multimedia Contact Server without Avaya Aura® Media Server is supported only on the
Microsoft Windows Server 2012 Release 2 operating system.
Voice and Multimedia Contact Server without Avaya Aura® Media Server supports High Availability.
If you access Contact Center Manager Administration from a browser on the server, Avaya
recommends that you limit the number of on-demand and scheduled historical reports run on the
server. Running historical reports can increase the CPU usage on the server. In addition, Avaya
recommends that you limit the number of real-time displays that you start. Viewing real-time displays
also increases the CPU usage on the server.
March 2016 Avaya Aura® Contact Center Overview and Specification 326
Comments on this document? [email protected]
Operating System requirements
You can use the instance of Contact Center Manager Administration on this server to manage the
agents and supervisors associated with this server or with remote CCMS servers up to the
maximum supervisor capacity for this server.
In a small to medium solution using one of these servers, agents download and install Agent
Desktop software from this server.
In a voice-only solution, multimedia contacts are not supported. Therefore, in a voice-only solution
without multimedia licenses, the CCMM Administration utility blocks access to the multimedia
features and functions. In a voice-only solution that uses Agent Desktop, use the CCMM
Administration utility to configure Agent Desktop features and functions.
To enable the multimedia features in the CCMM Administration utility, obtain and install a
multimedia-enabled Avaya Aura® Contact Center license. Once you have obtained a multimedia
license, install the new license file on the server, and reconfigure the Contact Center Manager
Server server and license settings. You must also refresh all the servers in Contact Center Manager
Administration. Once you have installed a multimedia-enabled license, the system enables all the
multimedia features and functions.
Server requirements
The Voice and Multimedia Contact Server without Avaya Aura® Media Server server specification
depends on your solution type, agent count, and call flow rate. You can install the Voice and
Multimedia Contact Server without Avaya Aura® Media Server software on a physical server or on a
virtual machine.
Avaya Aura® Contact Center defines three server specification levels based on agent count and call
flow rates: Entry-level, Mid-range, and High-end. The following table shows the server specification
levels supported by Voice and Multimedia Contact Server without Avaya Aura® Media Server.
Table 33: Voice and Multimedia Contact Server without Avaya Aura® Media Server supported server
specifications
March 2016 Avaya Aura® Contact Center Overview and Specification 327
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Voice and Multimedia Contact Server without Avaya Aura® Media Server configuration requirements
For more information about Avaya Aura® Contact Center physical server specifications, see
Physical server specifications on page 244.
For more information about Avaya Aura® Contact Center VMware virtual machine specifications,
see VMware Virtual Machine specifications on page 274.
For more information about Avaya Aura® Contact Center Hyper–V virtual machine specifications,
see Hyper-V virtualization support on page 304.
March 2016 Avaya Aura® Contact Center Overview and Specification 328
Comments on this document? [email protected]
Communication Control Toolkit supported functionality
• TAPI Service Provider—A Microsoft TAPI client responsible for CTI operations of all lines
controlled by the Communication Control Toolkit platform initialized by TAPI. This service is
installed only in AML-based solutions.
• Communication Control Toolkit API—An API that controls voice resources. The API is
published as Microsoft .NET types and distributed as a Windows assembly, which is
referenced by application developers.
The following tables list the basic Communication Control Toolkit call control functions.
Table 34: Basic Communication Control Toolkit and Avaya Agent Desktop functions
March 2016 Avaya Aura® Contact Center Overview and Specification 329
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Voice and Multimedia Contact Server without Avaya Aura® Media Server configuration requirements
The fast transfer functionality does not support completing a fast transfer call to an external trunk
number. This functionality is for predictive dialing environments in which the application sends a
MakeCall request to an external customer number and, when the customer answers, the application
sends the FastTransfer request to blind transfer the customer to a live agent.
The following table lists the Contact Center specific functions supported by Avaya Agent Desktop
and Communication Control Toolkit.
Table 35: Contact Center-specific functions
March 2016 Avaya Aura® Contact Center Overview and Specification 330
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Communication Control Toolkit supported functionality
The following table indicates which events are delivered by Communication Control Toolkit.
Table 36: Communication Control Toolkit events
March 2016 Avaya Aura® Contact Center Overview and Specification 331
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Voice and Multimedia Contact Server without Avaya Aura® Media Server configuration requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 332
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Email message memory requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 333
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Voice and Multimedia Contact Server without Avaya Aura® Media Server configuration requirements
When the following sections specify an attachment size, they mean the total size of all attachments
of an email message. Also, the size of the body of an email lowers the supported attachment size by
the size of the content of the message. In most cases, the content of an email is negligible
compared to large attachments.
JVM size – Buffer memory / Memory adjustment / Encoding adjustment = Maximum attachment size
JVM sizes (MB) Maximum attachment sizes (MB)
128 69.2
256 (default) 151.3
512 315.4
1024 643.6
March 2016 Avaya Aura® Contact Center Overview and Specification 334
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Calculating disk storage requirements
Example
Following is the disk storage calculation for a contact center that receives 9000 email messages
every day, where 30 percent of the email messages have an attachment averaging 0.5 MB in size,
and attachments are stored for 10 days before they are deleted.
Disk space for email attachments in MB
= 9 000 * 0.3 * 0.5 * 10
= 13500 MB
Network configuration
This section describes network configuration information for Communication Control Toolkit.
March 2016 Avaya Aura® Contact Center Overview and Specification 335
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Voice and Multimedia Contact Server without Avaya Aura® Media Server configuration requirements
Contact modeling
Conference calls that involve parties from more than one networked switch cannot be completely
represented on each Communication Control Toolkit (CCT) system. Each CCT system can model
only the parties that it has direct visibility with. For instance, consider a conference call involving
parties A, B, and C, where A and B are on CCT 1 and party C is on CCT 2. If party B is the
conference controller (initiated the conference with party C), then from the perspective of CCT 1
shows a three-party call with parties A, B, and C involved. However, the perspective of CCT 2
shows only a two-party call with B and C involved with B as the calling address and C as the called
address.
Warning:
You must install and actively manage a spam filter to remove spam messages from all contact
center mailboxes. Unsolicited bulk spam messages to your Contact Center, if not filtered out,
can impact performance or can cause damage to your contact center solution.
March 2016 Avaya Aura® Contact Center Overview and Specification 336
Comments on this document? [email protected]
Third-party software requirements
Important:
If your contact center uses an Avaya Aura® Communication Manager, Avaya Agent Desktop
client computers do not support the following applications running concurrently with Avaya
Agent Desktop:
• Avaya one-X® Communicator
• IP Agent
• IP Softphone
• Any other non-Avaya softphone applications
• Avaya one-X® Agent. In a Multimedia-only Contact Center deployment, where the Contact
Center agents are configured for Multimedia contact types only, running Avaya Agent
Desktop concurrently with Avaya one-X® Agent on a client computer is supported.
March 2016 Avaya Aura® Contact Center Overview and Specification 337
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Voice and Multimedia Contact Server without Avaya Aura® Media Server configuration requirements
Several maintenance tasks are automatically activated at 12:00 midnight. Therefore, you must
schedule virus scans at a time other than midnight.
Exclude the following files and folders from scans (both real-time and scheduled):
• Exclude all files of type LOG, or exclude all files with a specific extension “*.log”. Avaya
recommends this setting when your antivirus application supports it.
• F:\Avaya\Contact Center\Database\ (including sub-directories)
• <additional database drive>:\Avaya\Contact Center\Databases\ (including
sub-directories)
• C:\Avaya\Logs\ (including sub-directories)
• D:\Avaya\Logs\ (including sub-directories)
• D:\Avaya\Contact Center\Common Components\CMF\logs\
• D:\Avaya\Contact Center\Manager Server\iccm\data\ (including sub-directories)
• D:\Avaya\Contact Center\Manager Server\iccm\logs\ (including sub-directories)
• D:\Avaya\Contact Center\Manager Server\iccm\sgm\config\
• The Avaya log Archive folder. Generally, D:\Avaya\Logs\Archive\
• D:\Avaya\Cache\CacheSys\mgr\Backup\
• D:\Avaya\Contact Center\apache-tomcat\logs\
• D:\Avaya\Contact Center\Manager Administration\Apps
• cache.dat. Exclude all files named cache.dat in any directory or sub-directory (use your
antivirus wildcard convention)
• The folder where you store Service Packs and patches
Contact Center Multimedia interacts with an external email system and enables agents to send
attachment files from their computers to the Contact Center Multimedia server. Both methods of
retrieving data are potential sources of software infection.
Avaya recommends the following guidelines for antivirus software:
• Antivirus software must be installed on the email server to ensure that problems are caught at
source.
• Agent computers require antivirus software to ensure that attachments sent to the Contact
Center Multimedia server do not have a virus. Contact Center Multimedia does not block
specific attachment file types. Third-party antivirus software must be installed on the Portal
Server according to guidelines in this document for such utilities.
• Exclude the Contact Center Multimedia partition from being scanned.
• Ensure the antivirus software is configured to permit outbound email messages. For example,
configure the McAfee antivirus software Access Protection option not to block Prevent mass
mailing worms from sending mail. Alternatively, add the Contact Center Multimedia
“EmailManager.exe” process to the McAfee Processes to exclude list.
March 2016 Avaya Aura® Contact Center Overview and Specification 338
Comments on this document? [email protected]
Third-party software requirements
• If firewalls on individual computers are enabled on the Agent Desktop computer, the Report
Listener might be flagged as trying to access the Internet. The properties must be configured to
allow access for the Report Listener to Contact Center Multimedia through the firewall.
• You must not enable the Microsoft Updater to Auto-Run. Microsoft Updater is configured to
alert level so you can schedule updates for off- peak hours.
Warning:
Running a Virus Scan on the Contact Center Multimedia attachment folder, which contains
thousands of files, can use significant CPU time on a server and can cause drastic
slowdown in agent's response times. Avaya recommends that you run scans, if necessary,
during off-peak hours.
To avoid database integrity problems, Avaya recommends that you exclude all CACHE.DAT files,
journal files, the cache.cpf file, and any Caché-related files from antivirus scans.
Caché software is installed in <Install_drive>:\Avaya\Cache\CacheSys. Databases and
journal files are installed in <Install_drive>:\Avaya\Contact Center\Databases.
March 2016 Avaya Aura® Contact Center Overview and Specification 339
Comments on this document? [email protected]
Chapter 26: Voice Contact Server
configuration requirements
This section provides the configuration requirements for a Voice Contact Server. Install this server to
provide context‐sensitive and skill-based routing for customer voice and multimedia contacts. This
server provides extensive tools for agent management, real-time and historical reporting, and
graphical tools to create contact flows and treatment rules. Use this server for license management,
High Availability configuration, networking, Open Interfaces Web Service and third-party application
interfaces integration.
This server includes the following Avaya Aura® Contact Center components:
• Contact Center Manager Server (CCMS)
• Contact Center Manager Administration (CCMA)
• Communication Control Toolkit (CCT)
• Contact Center License Manager (LM)
• Contact Center Manager Server Utility (SU)
• Avaya Aura® Contact Center Orchestration Designer (OD)
Voice Contact Server is supported only on the Microsoft Windows Server 2012 Release 2 operating
system.
Voice Contact Server supports High Availability.
If you access Contact Center Manager Administration from a browser on the server, Avaya
recommends that you limit the number of on-demand and scheduled historical reports run on the
server. Running historical reports can increase the CPU usage on the server. In addition, Avaya
recommends that you limit the number of real-time displays that you start. Viewing real-time displays
also increases the CPU usage on the server.
You can use the instance of Contact Center Manager Administration on this server to manage the
agents and supervisors associated with this server or with remote CCMS servers up to the
maximum supervisor capacity for this server.
March 2016 Avaya Aura® Contact Center Overview and Specification 340
Comments on this document? [email protected]
Operating System requirements
Server requirements
The Voice Contact Server server specification depends on your agent count, and call flow rate. You
can install Voice Contact Server software on a physical server or on a virtual machine.
Avaya Aura® Contact Center defines three server specification levels based on agent count and call
flow rates: Entry-level, Mid-range, and High-end. The following table shows the server specification
levels supported by Voice Contact Server.
For more information about Avaya Aura® Contact Center physical server specifications, see
Physical server specifications on page 244.
For more information about Avaya Aura® Contact Center VMware virtual machine specifications,
see VMware Virtual Machine specifications on page 274.
For more information about Avaya Aura® Contact Center Hyper–V virtual machine specifications,
see Hyper-V virtualization support on page 304.
March 2016 Avaya Aura® Contact Center Overview and Specification 341
Comments on this document? [email protected]
Voice Contact Server configuration requirements
Important:
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not supported in
Communication Control Toolkit.
Client application
Client applications are third-party components and can include the following:
• software phones
• agent telephony toolbars with screen pop-ups
• intelligent call management applications
Important:
TAPI legacy clients are not supported.
Communication Control Toolkit server
The component that manages client sessions consists of the following subcomponents:
• Contact Management Framework—An infrastructure component that manages the states of
contacts, agents, terminals, and addresses.
• TAPI Connector—An application that converts Communication Control Toolkit requests to TAPI
API calls, and TAPI events to Communication Control Toolkit events. The TAPI Connector
resides between the TAPI Service Provider and the Contact Management Framework. This
service is installed only in AML-based solutions.
• TAPI Service Provider—A Microsoft TAPI client responsible for CTI operations of all lines
controlled by the Communication Control Toolkit platform initialized by TAPI. This service is
installed only in AML-based solutions.
• Communication Control Toolkit API—An API that controls voice resources. The API is
published as Microsoft .NET types and distributed as a Windows assembly, which is
referenced by application developers.
March 2016 Avaya Aura® Contact Center Overview and Specification 342
Comments on this document? [email protected]
Communication Control Toolkit supported functionality
Important:
In SIP-enabled contact centers, agents must not use their desk phone or Agent Desktop to
phone, transfer a call, or conference a call to a phone number that is:
• routed to a CDN (Route Point). For example, a Virtual Directory Number (VDN) routed to a
CDN (Route Point).
• converted to a CDN (Route Point).
• call forwarded to a CDN (Route Point).
Agents can use their desk phone or Agent Desktop to transfer a call, conference or phone
directly to a CDN (Route Point).
The following tables list the basic Communication Control Toolkit call control functions.
Table 38: Basic Communication Control Toolkit and Avaya Agent Desktop functions
March 2016 Avaya Aura® Contact Center Overview and Specification 343
Comments on this document? [email protected]
Voice Contact Server configuration requirements
The fast transfer functionality does not support completing a fast transfer call to an external trunk
number. This functionality is for predictive dialing environments in which the application sends a
MakeCall request to an external customer number and, when the customer answers, the application
sends the FastTransfer request to blind transfer the customer to a live agent.
The following table lists the Contact Center specific functions supported by Avaya Agent Desktop
and Communication Control Toolkit.
Table 39: Contact Center-specific functions
March 2016 Avaya Aura® Contact Center Overview and Specification 344
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Communication Control Toolkit supported functionality
The following table indicates which events are delivered by Communication Control Toolkit.
Table 40: Communication Control Toolkit events
March 2016 Avaya Aura® Contact Center Overview and Specification 345
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Voice Contact Server configuration requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 346
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Network configuration
• 1 CCT client monitoring and controlling 5000 Terminals (1 CTI client x 5000 telephony devices
= 5000)
• 100 CCT clients, each monitoring and controlling 10 Terminals (100 CTI clients x 10 telephony
devices = 1000)
Voice and multimedia
• 2750 CCT clients, each monitoring and controlling a single voice terminal + 600 CCT Clients
each controlling a single multimedia terminal
• 2750 CCT clients, each monitoring and controlling a single voice terminal + 600 CCT Clients,
each monitoring a single voice terminal and a single multimedia terminal
Network configuration
This section describes network configuration information for Communication Control Toolkit.
Contact modeling
Conference calls that involve parties from more than one networked switch cannot be completely
represented on each Communication Control Toolkit (CCT) system. Each CCT system can model
only the parties that it has direct visibility with. For instance, consider a conference call involving
March 2016 Avaya Aura® Contact Center Overview and Specification 347
Comments on this document? [email protected]
Voice Contact Server configuration requirements
parties A, B, and C, where A and B are on CCT 1 and party C is on CCT 2. If party B is the
conference controller (initiated the conference with party C), then from the perspective of CCT 1
shows a three-party call with parties A, B, and C involved. However, the perspective of CCT 2
shows only a two-party call with B and C involved with B as the calling address and C as the called
address.
Warning:
You must install and actively manage a spam filter to remove spam messages from all contact
center mailboxes. Unsolicited bulk spam messages to your Contact Center, if not filtered out,
can impact performance or can cause damage to your contact center solution.
Important:
If your contact center uses an Avaya Aura® Communication Manager, Avaya Agent Desktop
client computers do not support the following applications running concurrently with Avaya
Agent Desktop:
• Avaya one-X® Communicator
• IP Agent
• IP Softphone
• Any other non-Avaya softphone applications
• Avaya one-X® Agent. In a Multimedia-only Contact Center deployment, where the Contact
Center agents are configured for Multimedia contact types only, running Avaya Agent
Desktop concurrently with Avaya one-X® Agent on a client computer is supported.
March 2016 Avaya Aura® Contact Center Overview and Specification 348
Comments on this document? [email protected]
Third-party software requirements
You must shut down all Contact Center Manager Server services before you perform a full backup.
Some third-party backup utilities can provide an online backup of all files, Contact Center Manager
Server does not support an online backup from these third-party backup utilities.
Avaya recommends that you back up your database daily.
If you plan to back up your Contact Center Multimedia database across the network, be aware that
disk capacity affects the speed of the backup and restore. To reduce the speed of a database back
up or restore, follow disk capacity requirements on the remote locations.
March 2016 Avaya Aura® Contact Center Overview and Specification 349
Comments on this document? [email protected]
Voice Contact Server configuration requirements
To avoid database integrity problems, Avaya recommends that you exclude all CACHE.DAT files,
journal files, the cache.cpf file, and any Caché-related files from antivirus scans.
Caché software is installed in <Install_drive>:\Avaya\Cache\CacheSys. Databases and
journal files are installed in <Install_drive>:\Avaya\Contact Center\Databases.
March 2016 Avaya Aura® Contact Center Overview and Specification 350
Comments on this document? [email protected]
Chapter 27: Multimedia Contact Server
configuration requirements
This section provides the configuration requirements for a Multimedia Contact Server. Install this
server to increase the number of contact center agents in your enterprise solution. When installed,
this server provides the multimedia contact processing capabilities, and the Voice and Multimedia
Contact Server processes only voice contacts.
This server provides routed contact support for voice calls, email messages, instant messages
(IMs), Web communications, voice mail messages, scanned documents, fax messages, and SMS
text messages.
This server includes the following Avaya Aura® Contact Center components:
• Contact Center Multimedia (CCMM)
Multimedia Contact Server is supported only on the Microsoft Windows Server 2012 Release 2
operating system. Multimedia Contact Server supports High Availability.
In a solution using one of these servers, agents download and install Agent Desktop software from
this server.
In a solution where agents use Agent Desktop to log on and handle customer calls, each Voice
Contact Server requires one Multimedia Contact Server. In a SIP-enabled voice contact center
solution, agents must use Agent Desktop to log on and handle customer calls. Therefore each SIP-
enabled voice solution using a Voice Contact Server also requires one Multimedia Contact Server.
In an Avaya Communication Server 1000 AML-based voice-only solution, where agents use Agent
Desktop to log on and handle customer calls, each Voice Contact Server requires one Multimedia
Contact Server. In an Avaya Communication Server 1000 AML-based voice-only solution, where
agents use their desk phones to log on and handle customer calls, and where the agents do not use
Agent Desktop, a Multimedia Contact Server is not required.
In a voice-only solution, multimedia contacts are not supported. Therefore, in a voice-only solution
without multimedia licenses, the CCMM Administration utility blocks access to the multimedia
features and functions. In a voice-only solution that uses Agent Desktop, use the CCMM
Administration utility to configure Agent Desktop features and functions.
To enable the multimedia features in the CCMM Administration utility, obtain and install a
multimedia-enabled Avaya Aura® Contact Center license. Once you have obtained a multimedia
license, install the new license file on the server, and reconfigure the Contact Center Manager
Server server and license settings. You must also refresh all the servers in Contact Center Manager
March 2016 Avaya Aura® Contact Center Overview and Specification 351
Comments on this document? [email protected]
Multimedia Contact Server configuration requirements
Administration. Once you have installed a multimedia-enabled license, the system enables all the
multimedia features and functions.
Server requirements
The Multimedia Contact Server server specification depends on your solution type, agent count, and
call flow rate. You can install Multimedia Contact Server software on a physical server or on a virtual
machine.
Avaya Aura® Contact Center defines three server specification levels based on agent count and call
flow rates: Entry-level, Mid-range, and High-end. The following table shows the server specification
levels supported by Multimedia Contact Server.
For more information about Avaya Aura® Contact Center physical server specifications, see
Physical server specifications on page 244.
For more information about Avaya Aura® Contact Center VMware virtual machine specifications,
see VMware Virtual Machine specifications on page 274.
For more information about Avaya Aura® Contact Center Hyper–V virtual machine specifications,
see Hyper-V virtualization support on page 304.
March 2016 Avaya Aura® Contact Center Overview and Specification 352
Comments on this document? [email protected]
Email message memory requirements
When the following sections specify an attachment size, they mean the total size of all attachments
of an email message. Also, the size of the body of an email lowers the supported attachment size by
the size of the content of the message. In most cases, the content of an email is negligible
compared to large attachments.
JVM size – Buffer memory / Memory adjustment / Encoding adjustment = Maximum attachment size
JVM sizes (MB) Maximum attachment sizes (MB)
128 69.2
256 (default) 151.3
512 315.4
1024 643.6
March 2016 Avaya Aura® Contact Center Overview and Specification 353
Comments on this document? [email protected]
Multimedia Contact Server configuration requirements
Example
March 2016 Avaya Aura® Contact Center Overview and Specification 354
Comments on this document? [email protected]
Third-party software requirements
Following is the disk storage calculation for a contact center that receives 9000 email messages
every day, where 30 percent of the email messages have an attachment averaging 0.5 MB in size,
and attachments are stored for 10 days before they are deleted.
Disk space for email attachments in MB
= 9 000 * 0.3 * 0.5 * 10
= 13500 MB
Warning:
You must install and actively manage a spam filter to remove spam messages from all contact
center mailboxes. Unsolicited bulk spam messages to your Contact Center, if not filtered out,
can impact performance or can cause damage to your contact center solution.
Important:
If your contact center uses an Avaya Aura® Communication Manager, Avaya Agent Desktop
client computers do not support the following applications running concurrently with Avaya
Agent Desktop:
• Avaya one-X® Communicator
• IP Agent
• IP Softphone
• Any other non-Avaya softphone applications
• Avaya one-X® Agent. In a Multimedia-only Contact Center deployment, where the Contact
Center agents are configured for Multimedia contact types only, running Avaya Agent
Desktop concurrently with Avaya one-X® Agent on a client computer is supported.
March 2016 Avaya Aura® Contact Center Overview and Specification 355
Comments on this document? [email protected]
Multimedia Contact Server configuration requirements
You must shut down all Contact Center Manager Server services before you perform a full backup.
Some third-party backup utilities can provide an online backup of all files, Contact Center Manager
Server does not support an online backup from these third-party backup utilities.
Avaya recommends that you back up your database daily.
If you plan to back up your Contact Center Multimedia database across the network, be aware that
disk capacity affects the speed of the backup and restore. To reduce the speed of a database back
up or restore, follow disk capacity requirements on the remote locations.
Warning:
Running a Virus Scan on the Contact Center Multimedia attachment folder, which contains
thousands of files, can use significant CPU time on a server and can cause drastic
slowdown in agent's response times. Avaya recommends that you run scans, if necessary,
during off-peak hours.
Avaya recommends that you exclude the following files and folders from scans (both real-time and
scheduled):
• The folder where you store Server Packs and patches
March 2016 Avaya Aura® Contact Center Overview and Specification 356
Comments on this document? [email protected]
Multimedia Contact Server antivirus software
To avoid database integrity problems, Avaya recommends that you exclude all CACHE.DAT files,
journal files, the cache.cpf file, and any Caché-related files from antivirus scans.
Caché software is installed in <Install_drive>:\Avaya\Cache\CacheSys. Databases and
journal files are installed in <Install_drive>:\Avaya\Contact Center\Databases.
March 2016 Avaya Aura® Contact Center Overview and Specification 357
Comments on this document? [email protected]
Chapter 28: Voice and Multimedia Contact
Server with Avaya Aura® Media
Server configuration
requirements
This section provides the configuration requirements for a Voice and Multimedia Contact Server with
Avaya Aura® Media Server. Install this server to provide context‐sensitive and skill-based routing for
customer voice and multimedia contacts. This server provides routed contact support for voice calls,
email messages, Web communications, voice mail messages, scanned documents, fax messages,
and SMS text messages. SIP-enabled Voice and Multimedia Contact Server also supports Instant
Message (IM) contact routing. This server provides extensive tools for agent management, real-time
and historical reporting, and graphical tools to create contact flows and treatment rules. Use this
server for license management, networking, Open Interfaces Web Service and third-party
application interfaces integration.
This server includes the following Avaya Aura® Contact Center components:
• Contact Center Manager Server (CCMS)
• Contact Center Manager Administration (CCMA)
• Communication Control Toolkit (CCT)
• Contact Center License Manager (LM)
• Contact Center Manager Server Utility (SU)
• Avaya Aura® Contact Center Orchestration Designer (OD)
• Contact Center Multimedia (CCMM)
• Avaya Aura® Media Server (Avaya Aura® MS)
Voice and Multimedia Contact Server with Avaya Aura® Media Server is supported only on the
Microsoft Windows Server 2012 Release 2 operating system.
The Voice and Multimedia Contact Server with Avaya Aura® Media Server server does not support
High Availability. This server type does not support virtualization.
If you access Contact Center Manager Administration from a browser on the server, Avaya
recommends that you limit the number of on-demand and scheduled historical reports run on the
server. Running historical reports can increase the CPU usage on the server. In addition, Avaya
recommends that you limit the number of real-time displays that you start. Viewing real-time displays
also increases the CPU usage on the server.
March 2016 Avaya Aura® Contact Center Overview and Specification 358
Comments on this document? [email protected]
Operating System requirements
You can use the instance of Contact Center Manager Administration on this server to create reports
only for this server. You can use the instance of Contact Center Manager Administration on this
server to manage agents and supervisors only for this server. Do not use Contact Center Manager
Administration on this server to manage or create reports for other servers.
In a small to medium solution using one of these servers, agents download and install Agent
Desktop software from this server.
In a voice-only solution, multimedia contacts are not supported. Therefore, in a voice-only solution
without multimedia licenses, the CCMM Administration utility blocks access to the multimedia
features and functions. In a voice-only solution that uses Agent Desktop, use the CCMM
Administration utility to configure Agent Desktop features and functions.
To enable the multimedia features in the CCMM Administration utility, obtain and install a
multimedia-enabled Avaya Aura® Contact Center license. Once you have obtained a multimedia
license, install the new license file on the server, and reconfigure the Contact Center Manager
Server server and license settings. You must also refresh all the servers in Contact Center Manager
Administration. Once you have installed a multimedia-enabled license, the system enables all the
multimedia features and functions.
Server requirements
The Voice and Multimedia Contact Server with Avaya Aura® Media Server hardware specification
depends on your solution type, agent count, and call flow rate.
Note:
Voice and Multimedia Contact Server with Avaya Aura® Media Server is not supported on a
virtual machine.
Avaya Aura® Contact Center defines three server specification levels based on agent count and call
flow rates: Entry-level, Mid-range, and High-end. The following table shows the server specification
levels supported by the Voice and Multimedia Contact Server with Avaya Aura® Media Server
software.
March 2016 Avaya Aura® Contact Center Overview and Specification 359
Comments on this document? [email protected]
Voice and Multimedia Contact Server with Avaya Aura® Media Server configuration requirements
Table 42: Voice and Multimedia Contact Server with Avaya Aura® Media Server supported server
specifications
For more information about Avaya Aura® Contact Center physical server specifications, see
Physical server specifications on page 244.
March 2016 Avaya Aura® Contact Center Overview and Specification 360
Comments on this document? [email protected]
Avaya Aura® Media Server media files and media management
and allows them to provide a pool of common media processing resources. Content Store
replication also provides storage resiliency, if one Avaya Aura® Media Server fails the remaining
Avaya Aura® Media Servers are configured correctly and can continue processing media and
contact center calls.
Custom media
Avaya Aura® Media Server stores (customer generated) custom media files in a media Content
Store. Typically, you record your own announcements and using CCMA Prompt Management, store
the WAV media file recordings in the Avaya Aura® Media Server Content Store.
The music media files used to provide scripted music in Orchestration Designer applications are
another example of custom media.
In an Avaya Aura® Media Server cluster-based solution, you configure your custom media files only
on the primary Avaya Aura® Media Server Content Store. The custom media files are automatically
replicated to all other Avaya Aura® Media Servers in the cluster.
In Avaya Aura® Media Server Mission Critical High Availability-based solutions, you configure your
custom media files only on the primary server of the Avaya Aura® Media Server Content Store
Master Pair. The custom media files are automatically replicated to the backup Avaya Aura® Media
Server, and to all other Avaya Aura® Media Server High Availability pairs configured in the solution.
March 2016 Avaya Aura® Contact Center Overview and Specification 361
Comments on this document? [email protected]
Voice and Multimedia Contact Server with Avaya Aura® Media Server configuration requirements
To use treatments in Orchestration Designer (OD) flow applications or scripts, you create routes in
Contact Center Manager Administration (CCMA) that link to the media files in the Avaya Aura®
Media Server locale-specific content group. The OD flow applications or scripts reference these
routes to access the treatment files on the Avaya Aura® Media Server.
March 2016 Avaya Aura® Contact Center Overview and Specification 362
Comments on this document? [email protected]
Communication Control Toolkit supported SIP functionality
Zero One Two Three Four Five Six Seven Eight Nine
ko_kr young il yi sam sa o yuk chil pal gu
Korean
zh_cn & ling yi er san si wu liu qi ba jiu
zh_tw
Chinese
ru_ru C0 C1 C2 C3 C4 C5 C6 C7 C8 C9
Russian
All audio media files must have a .wav file name extension, for example hatchi.wav, jiu.wav, and
seven.wav. The extension is removed when you upload the file using Element Manager.
The following tables list the basic Communication Control Toolkit call control functions.
Table 43: Basic Communication Control Toolkit and Avaya Agent Desktop functions
March 2016 Avaya Aura® Contact Center Overview and Specification 363
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Voice and Multimedia Contact Server with Avaya Aura® Media Server configuration requirements
The fast transfer functionality does not support completing a fast transfer call to an external trunk
number. This functionality is for predictive dialing environments in which the application sends a
MakeCall request to an external customer number and, when the customer answers, the application
sends the FastTransfer request to blind transfer the customer to a live agent.
The following table lists the Contact Center specific functions supported by Avaya Agent Desktop
and Communication Control Toolkit.
Table 44: Contact Center-specific functions
March 2016 Avaya Aura® Contact Center Overview and Specification 364
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Communication Control Toolkit supported SIP functionality
The following table indicates which events are delivered by Communication Control Toolkit.
Table 45: Communication Control Toolkit events
March 2016 Avaya Aura® Contact Center Overview and Specification 365
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Voice and Multimedia Contact Server with Avaya Aura® Media Server configuration requirements
When the following sections specify an attachment size, they mean the total size of all attachments
of an email message. Also, the size of the body of an email lowers the supported attachment size by
the size of the content of the message. In most cases, the content of an email is negligible
compared to large attachments.
March 2016 Avaya Aura® Contact Center Overview and Specification 366
Comments on this document? [email protected]
Calculating disk storage requirements
JVM size – Buffer memory / Memory adjustment / Encoding adjustment = Maximum attachment size
JVM sizes (MB) Maximum attachment sizes (MB)
128 69.2
256 (default) 151.3
512 315.4
1024 643.6
March 2016 Avaya Aura® Contact Center Overview and Specification 367
Comments on this document? [email protected]
Voice and Multimedia Contact Server with Avaya Aura® Media Server configuration requirements
The CACHE.DAT file grows dynamically as the volume of data in the database grows. Initially it is
just under 45 MB. One million contacts take approximately 20GB of space.
The Journal files are deleted after seven days. Therefore, the maximum size of this folder is
determined by the number of contacts that arrive in a seven-day period. The space taken is in
proportion with the one million available contacts in 20GB space.
Email attachment storage
Email attachments are stored in the attachment folder. The disk space required to store attachments
is calculated as
Disk space for email attachments in MB
= number of email messages per day
* percent with attachment
* average attachment size in MB
* number of days before purging
Example
Following is the disk storage calculation for a contact center that receives 9000 email messages
every day, where 30 percent of the email messages have an attachment averaging 0.5 MB in size,
and attachments are stored for 10 days before they are deleted.
Disk space for email attachments in MB
= 9 000 * 0.3 * 0.5 * 10
= 13500 MB
Warning:
You must install and actively manage a spam filter to remove spam messages from all contact
center mailboxes. Unsolicited bulk spam messages to your Contact Center, if not filtered out,
can impact performance or can cause damage to your contact center solution.
Important:
If your contact center uses an Avaya Aura® Communication Manager, Avaya Agent Desktop
client computers do not support the following applications running concurrently with Avaya
Agent Desktop:
• Avaya one-X® Communicator
• IP Agent
• IP Softphone
• Any other non-Avaya softphone applications
March 2016 Avaya Aura® Contact Center Overview and Specification 368
Comments on this document? [email protected]
Third-party software requirements
• Avaya one-X® Agent. In a Multimedia-only Contact Center deployment, where the Contact
Center agents are configured for Multimedia contact types only, running Avaya Agent
Desktop concurrently with Avaya one-X® Agent on a client computer is supported.
March 2016 Avaya Aura® Contact Center Overview and Specification 369
Comments on this document? [email protected]
Voice and Multimedia Contact Server with Avaya Aura® Media Server configuration requirements
Warning:
Running a Virus Scan on the Contact Center Multimedia attachment folder, which contains
thousands of files, can use significant CPU time on a server and can cause drastic
slowdown in agent's response times. Avaya recommends that you run scans, if necessary,
during off-peak hours.
March 2016 Avaya Aura® Contact Center Overview and Specification 370
Comments on this document? [email protected]
Third-party software requirements
To avoid database integrity problems, Avaya recommends that you exclude all CACHE.DAT files,
journal files, the cache.cpf file, and any Caché-related files from antivirus scans.
Caché software is installed in <Install_drive>:\Avaya\Cache\CacheSys. Databases and
journal files are installed in <Install_drive>:\Avaya\Contact Center\Databases.
For Avaya Aura® Media Server, you must exclude the following files and folders from scans (both
real-time and scheduled):
Avaya Aura® Media Server on Windows, default locations to exclude:
• D:\Avaya\MAS\Multimedia_Applications\MAS\platdata
• D:\Avaya\MAS\Multimedia_Applications\MAS\common\log
If you do not install Avaya Aura® Media Server in the default location, adjust these file and folder
paths to match your actual installation.
March 2016 Avaya Aura® Contact Center Overview and Specification 371
Comments on this document? [email protected]
Chapter 29: Network Control Center server
configuration requirements
This section provides the configuration requirements for a Network Control Center server. Install this
server to add networking, network skill-based routing, and consolidated reporting support for a
number of Voice and Multimedia Contact Servers operating as a single distributed contact center.
Use this server to configure contact routing between the Voice and Multimedia Contact Server
nodes of a distributed contact center solution.
This server includes the following Avaya Aura® Contact Center components:
• Contact Center Manager Server (CCMS) (Network Control Center version)
• Contact Center Manager Administration (CCMA)
• Contact Center License Manager (LM)
• Avaya Aura® Contact Center Orchestration Designer (OD)
The Network Control Center (NCC) server is supported only on the Microsoft Windows Server 2012
Release 2 operating system.
You can use the instance of Contact Center Manager Administration on this server to manage
remote Contact Center Manager Server networked and not networked servers. The instance of
CCMA on a Network Control Center server can administer and generate reports for a maximum of
20 CCMS servers.
Note:
All nodes in an Avaya Aura® Contact Center networking deployment, including the Network
Control Center server, must be installed on operating systems from the same language family.
Contact Center Manager Administration does not support displaying names from two different
languages families. For example, a single Contact Center Manager Administration does not
support one node with a French operating system and another node with a Russian operating
system.
Note:
Avaya Aura® Contact Center supports networked calls between AML-based and SIP-enabled
nodes. The Network Control Center (NCC) software must be the most recent release, relative to
the other nodes on the network.
March 2016 Avaya Aura® Contact Center Overview and Specification 372
Comments on this document? [email protected]
Operating System requirements
Server requirements
The Network Control Center server specification depends on your solution type, agent count, and
call flow rate. You can install Network Control Center software on a physical server or on a virtual
machine.
Avaya Aura® Contact Center defines three server specification levels based on agent count and call
flow rates: Entry-level, Mid-range, and High-end. The following table shows the server specification
levels supported by Network Control Center.
For more information about Avaya Aura® Contact Center physical server specifications, see
Physical server specifications on page 244.
For more information about Avaya Aura® Contact Center VMware virtual machine specifications,
see VMware Virtual Machine specifications on page 274.
For more information about Avaya Aura® Contact Center Hyper–V virtual machine specifications,
see Hyper-V virtualization support on page 304.
March 2016 Avaya Aura® Contact Center Overview and Specification 373
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Network Control Center server configuration requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 374
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Chapter 30: Avaya Aura® Media Server on
Linux configuration
requirements
This section provides the configuration requirements for an Avaya Aura® Media Server Release 7.7
Linux server. Each SIP-enabled contact center requires one or more Avaya Aura® Media Server in
the solution. Avaya Aura® Media Server supports SIP-enabled voice contact routing, and it provides
media processing capabilities in SIP-enabled contact centers.
Avaya Aura® Media Server is supported only in SIP-enabled contact centers.
In an Avaya Aura® Contact Center solution, Avaya Aura® Media Server uses standard Session
Initiation Protocol (SIP) for signaling, and Real-time Transport Protocol (RTP) or Secure Real-time
Transport Protocol (SRTP) to transport audio.
Standalone Avaya Aura® Media Server Release 7.7 is supported on the Red Hat Enterprise Linux
6.x 64-bit operating system. In a Contact Center High Availability solution, Avaya Aura® Media
Server is supported only when installed standalone on a Linux operating system.
Avaya Aura® Contact Center does not support standalone Avaya Aura® Media Server on Windows.
Licensing requirements
SIP-enabled Contact Centers use WebLM licensing. When you configure a Media Server in Contact
Center Manager Administration, Contact Center License Manager automatically pushes license
keys to that Avaya Aura® Media Server. When Avaya Aura® Contact Center uses WebLM licensing,
Avaya Aura® Media Server does not require a license file or any specific licensing configuration. Do
not configure WebLM licensing on Avaya Aura® Media Server servers.
Server requirements
The Avaya Aura® Media Server server specification depends on your solution type, agent count, and
call flow rate. Avaya Aura® Contact Center defines three server specification levels based on agent
count and call flow rates: Entry-level, Mid-range, and High-end.
March 2016 Avaya Aura® Contact Center Overview and Specification 375
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Avaya Aura® Media Server on Linux configuration requirements
You can install Avaya Aura® Media Server software standalone on the following server
specifications.
For more information about Avaya Aura® Media Server physical server specifications see Physical
server specifications on page 244.
For more information about Avaya Aura® Media Server VMware virtual machine specifications see
VMware Virtual Machine specifications on page 274.
Antivirus software
For Avaya Aura® Media Server, you must exclude the following files and folders from scans (both
real-time and scheduled):
Avaya Aura® Media Server on Linux, default locations to exclude:
• /opt/avaya/ma/MAS/platdata
• /opt/avaya/ma/MAS/common/log
If you do not install Avaya Aura® Media Server in the default location, adjust these file and folder
paths to match your actual installation.
For additional antivirus software requirements, see Additional guidelines for the use of antivirus
software on page 237.
March 2016 Avaya Aura® Contact Center Overview and Specification 376
Comments on this document? [email protected]
Chapter 31: Administration client
configuration requirements
This section provides the configuration requirements for the browser-based administration client
computers. The number of these client computers is usually proportional to the number of agents in
the contact center.
The following Avaya Aura® Contact Center servers use Contact Center Manager Administration and
require one or more browser-based client computer:
• Voice and Multimedia Contact Server
• Voice Contact Server
• Multimedia Contact Server
• Network Control Center Server
The following Avaya Aura® Contact Center servers require one or more browser-based
administration client computer:
• Avaya Aura® Media Server
Install this client computer to configure and administer Avaya Aura® Contact Center resources, to
monitor performance, to generate (real-time and historical) reports. You can also use this client
computer upload and download data using the Configuration Tool spreadsheets.
March 2016 Avaya Aura® Contact Center Overview and Specification 377
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Administration client configuration requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 378
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Client operating system requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 379
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Administration client configuration requirements
The following table lists the compatibility between the Contact Center Manager Administration
language patches and the operating system language family. Only languages compatible with the
operating system language family can be enabled on the Contact Center Manager Administration
server.
OS FR DE ES PT-BR IT Zh-CN Zh-TW JA RU KO
language
English Yes Yes Yes Yes Yes No No No No No
Any 1 Yes Yes Yes Yes Yes No No No No No
Latin
language
Simplified No No No No No Yes No No No No
Chinese
Traditional No No No No No No Yes No No No
Chinese
Japanese No No No No No No No Yes No No
Russian No No No No No No No No Yes No
Korean No No No No No No No No No Yes
For Contact Center Manager Administration (CCMA), only languages that are compatible with the
local operating system of the CCMA server can be enabled. For example, you can enable the
simplified Chinese language on a simplified Chinese OS, however you cannot enable German on a
simplified Chinese OS.
The CCMA client operating system must be of the same language family as the associated server.
For example, if CCMA is installed on an English language OS, if Spanish and English are enabled in
the CCMA Language Settings utility, and if Spanish is the preferred language in Internet Explorer on
the CCMA client computer, then CCMA appears in Spanish in the CCMA client browser.
March 2016 Avaya Aura® Contact Center Overview and Specification 380
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Administration Client Citrix support
Avaya Aura® Contact Center supports only the Multicast option for Real-Time Displays (RTDs) in a
Citrix environment. Avaya Aura® Contact Center does not support the Unicast option for Real-Time
Displays (RTDs) in a Citrix environment.
Important:
No Avaya Aura® Contact Center client components, other than Avaya Agent Desktop, Contact
Center Manager Administration, and Agent Desktop Displays, are supported in a Citrix
deployment. This includes Orchestration Designer (OD), Outbound Campaign Management
Tool (OCMT), and the CCMM Administration utility.
March 2016 Avaya Aura® Contact Center Overview and Specification 381
Comments on this document? [email protected]
Chapter 32: Agent Desktop client
requirements
This section provides the requirements for the Avaya Agent Desktop client computers. Avaya Agent
Desktop is a single-interface client application used by contact center agents to interact with
customers.
There are two ways in which you can deploy Avaya Agent Desktop. You can use the click-once
deployment or an MSI file. With a click-once deployment, agents download and install Avaya Agent
Desktop client software from an Avaya Aura® Contact Center server:
• In a small to medium solution using a Voice and Multimedia Contact Server, agents download
and install Avaya Agent Desktop software from the Voice and Multimedia Contact Server.
• In a large solution using a Multimedia Contact Server, agents download and install Avaya
Agent Desktop software from the Multimedia Contact Server.
In a deployment using an MSI file, administrators can push Avaya Agent Desktop to agent PCs
using a silent install.
Note:
Agent Desktop does not support Network Address Translation (NAT).
Agent Desktop inter-operation with Avaya Co-Browsing Snap-in
Avaya Aura® Contact Center supports inter-operation between Agent Desktop and Avaya Co-
Browsing Snap-in.
Agents engaged with a customer on a voice contact or web chat contact can initiate a Co-Browsing
session by starting their browser, navigating to an Avaya Co-Browsing Snap-in URL, and generating
a Co-Browsing session. The agent sends the session key to the customer, for example by calling it
out in a voice call or copying it into a web chat message. The customer can join the session, and
both agent and customer can utilize the Co-Browsing features.
There is no requirement for a license or any configuration in Avaya Aura® Contact Center to support
inter-operation with the Avaya Co-Browsing Snap-in. You must provision and license a separate
EDP stack to use Avaya Co-Browsing Snap-in.
March 2016 Avaya Aura® Contact Center Overview and Specification 382
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Avaya Agent Desktop localized languages
March 2016 Avaya Aura® Contact Center Overview and Specification 383
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Agent Desktop client requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 384
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Client operating system requirements
Table 51: Avaya Agent Desktop client computer operating system requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 385
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Agent Desktop client requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 386
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Agent Desktop client network infrastructure requirements
Network Latency
Network latency is a measure of the time delay experienced in a system, measured in Round Trip
Time (RTT). RTT is the average Round Trip (packet) Time as measured using the ping command
for a 1024-byte (1KB) data size.
For optimal performance, Avaya recommends a RTT of less than 80ms from the Agent Desktop
client computer to the following Contact Center servers:
• Communications Control Toolkit (CCT) server
• Contact Center Multimedia (CCMM) server
• Contact Center Management Server (CCMS)
The RTT from the Agent Desktop client PC to the CCT and CCMM servers must be less than
120ms. For network environments with an RTT greater than 120ms, refer to the Citrix deployments
of Agent Desktop in the next section. In Citrix deployments of Agent Desktop, the My Computer
embedded softphone mode is not supported. In Citrix deployments, Agent Desktop can use either
the Desk Phone or the Other Phone mode.
RTT impacts on Voice traffic
March 2016 Avaya Aura® Contact Center Overview and Specification 387
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Agent Desktop client requirements
This section describes how the underlying RTT and latency of the network affects the experience of
handling voice traffic in Agent Desktop.
Agent Desktop used with a physical desk phone
In Avaya Aura® Contact Center, the CCT server sends Computer Telephony Integration (CTI)
signals to Agent Desktop, for example to prompt Agent Desktop to alert an incoming contact. These
CTI signals are passed across the network as data. However, if the agent is using a physical desk
phone connected to an Avaya CS 1000 or Avaya Aura® Unified Communications platform, voice
packets are transported across a network using H.323 or SIP. Avaya CS 1000 deskphones that
require custom data ports are isolated from the Ethernet network and these deskphones do not
consume data bandwidth.
The following table details the time taken for the contact to alert on the Agent Desktop, compared to
the time taken for the same contact to ring on the agent’s phone, where the phone is subject to a
constant RTT of 1ms.
RTT (ms) Delay between desk phone ring and Delay between clicking Accept button on
call alert on Agent Desktop Agent Desktop and active voice path
1ms LAN <0.5 Seconds <0.5 Seconds
50ms 0.5 Seconds 1.0 Seconds
120ms 1.0 Seconds 2.5 Seconds
Agent Desktop audio quality results at 10% jitter (E = Excellent; F = Fair; P = Poor):
March 2016 Avaya Aura® Contact Center Overview and Specification 388
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Agent Desktop client network infrastructure requirements
This data was generated using a 20KB email message, a customer history containing 30 contacts of
20KB each, in a network where bandwidth is not limiting the data transfer. Email messages of
different sizes generate different results.
Bandwidth
The network bandwidth available to Agent Desktop client computers for communication with Avaya
Aura® Contact Center servers is critical to Agent Desktop performance. If voice traffic is carried on
the same network, this traffic is often prioritized above other network traffic – this bandwidth is
therefore not available to Agent Desktop. In many cases agents use other third party applications
over the same network. The bandwidth requirements of these third party applications must be
considered as part of the overall bandwidth calculations (in addition to bandwidth allocated for voice
soft phones and for Agent Desktop).
Several factors affect the recommended bandwidth for Agent Desktop. Depending on which Contact
Center Multimedia (CCMM) features are in use on a given Customer deployment, not all factors
apply. Indicative calculations to estimate the actual bandwidth usage are presented below for the
various contact types and features. To calculate the required bandwidth, the relevant figures for the
deployed features and supported contact types can be combined to derive an overall figure.
The network usage can be one of two types:
Constant These require dedicated, permanently available network use for the lifetime of the
traffic consumption. Examples of this type of traffic include; statistics display in Agent Desktop,
update of live Web chat contacts.
March 2016 Avaya Aura® Contact Center Overview and Specification 389
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Agent Desktop client requirements
Many factors influence constant traffic levels, for example the number of agents with a large
number of assigned skillsets, the number of active supervisors running RTDs in unicast mode,
and large numbers of skillsets in use (large data packet) even for multicast.
Bursty The display of multimedia contacts and multimedia contact history is bursty traffic. A significant
traffic amount of data is downloaded to the Agent Desktop over a number of seconds. The frequency
of these download is driven by agent activity.
These require high usage of the available network for short times to download bursts of data.
The time window that this data takes to download depends on the available network
bandwidth at that time. Since this is not constant network consumption, a Kilo bits per second
value is not reflective of the bandwidth required and a Kilo bit value has been provided
instead.
March 2016 Avaya Aura® Contact Center Overview and Specification 390
Comments on this document? [email protected]
Agent Desktop client network infrastructure requirements
This section also details the bandwidth requirement for voice contact types if multimedia history
display is enabled.
Some multimedia contact supports attachments and these attachments must also be included in
network calculations:
• Email contacts are of variable size. The average email size is a reasonable estimate, and is
used for Agent Desktop calculations.
• Fax messages are delivered as email attachments. Fax messages must be included in the
attachment size and rate estimates.
• Outbound contacts from Avaya Aura® Contact Center solution do not have attachments.
• SMS test messages from customers. SMS test messages do not have attachments.
• Web chat messages do not have attachments.
• Instant Messages (IMs) from customers do not have attachments.
The Agent Desktop Customer History feature enables agents to retrieve multimedia Customer
history (containing up to 30 previous contacts), from the CCMM server, when a multimedia contact
is accepted. Agent Desktop Customer History requires adequate bandwidth to function and it must
be included in your network bandwidth planning calculations. Retrieving Agent Desktop Customer
history from the Contact Center Multimedia (CCMM) server uses the bursty type of network data,
and where the Customer history feature is enabled, it must be included in all network bandwidth
calculations.
Example of calculating the bandwidth requirements of Agent Desktop Customer history downloads
(based on ideal laboratory conditions):
N = Number of agents working on multimedia (MM) contacts. If the feature to display multimedia
history with voice calls is activated, then N must include voice agents.
C = Maximum number of multimedia contacts per hour for the entire contact center solution. If the
feature to display multimedia history with voice calls is activated, then C must include voice traffic
per hour to all those agents.
avg_contact_size = average size of a contact in Kbits (not Kbytes). (Kbits = KBytes * 8). In many
cases this is the average size of the incoming or outgoing email.
att_rate_in = percentage of incoming contact attachments. Contact attachments apply to email
messages and fax messages.
att_rate_out = percentage of incoming email messages that are responded to with agent attached
attachments in the reply.
avg_att_size = average size of an attachment in Kbits . Contact attachments apply to email
messages and fax messages.
Note:
In-line attachments must also be included in the bandwidth calculations as regular attachments.
A key factor in calculating the minimum bandwidth for processing multimedia contacts is an
assessment of the number of active agents that accept contacts in any one second period. The
available bandwidth is shared across all of these agents in this time period.
The long term average number of agents active in any one second is calculated as follows:
naverage = Roundup( C / 3600 )
March 2016 Avaya Aura® Contact Center Overview and Specification 391
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Agent Desktop client requirements
This equates to the average number of agents clicking the Accept button on the Agent Desktop at
any one time. However, since the length of time it takes an agent to handle a contact is random, the
number of agents clicking the Accept button is random. It is incorrect to engineer a bandwidth
solution based solely on this average, as nearly 50% of the time more than naverage agents are
clicking the Accept button.
Therefore the number of active agent per second is calculated with a factor F as follows:
nactive = Roundup( F* C / 3600 )
where F is an engineering factor between 3 and 10. A higher value for F must be used when N, the
total number of agents processing multimedia contacts and multimedia history with voice contact, is
lower than 50. The choice of value F is your decision. F reflects the amount of extra bandwidth to
build into your network to handle both the inherently random distribution of agent activity which
results in natural peaks of use and any data spike events attributable to your particular Contact
Center business models, such as initial shift start times, promotions and emergencies. A higher
value reduces the level of bandwidth limitation caused by the overlapping of multiple agent
download of multimedia contacts.
Once F is defined, the minimum bandwidth (in Kbits per second) can be estimated as follows:
BWMMmin =
nactive * ( (avg_contact_size * 64) + 2000) + avg_att_size * (att_rate_in% + att_rate_out%) / 100 )
Kbps
Important:
The minimum recommended bandwidth available for processing multimedia contacts BWMMmin
must be greater than 10 Mbits per second.
The time to download and display contacts on Agent Desktop is directly impacted by the bandwidth
available between the CCMM server and Agent Desktop at the time when the contact is accepted in
Agent Desktop. The impact of bandwidth limitation is observed as a delayed display of contact and
contact history in the Agent Desktop.
The following table demonstrates the impact of limiting bandwidth on multimedia contact display
times on Agent Desktop. The data was generated using a 20KB email message, a Customer history
of 30 contacts of 20KB size each, with a fixed RTT of 80ms.
Available bandwidth Email display Customer Details/Customer History Display
1Mbps 3 Seconds Additional 6 Seconds
3Mbp 3 Seconds Additional 3 Seconds
5Mbps 3 Seconds Additional 2 Seconds
March 2016 Avaya Aura® Contact Center Overview and Specification 392
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Agent Desktop client network infrastructure requirements
Processing instant messages and web communications, after they have been received by the agent
requires a constant level of bandwidth.
Network usage type: Constant
c = Number of IM/WC contacts per hour
avg_session_length = Average length in seconds of IM/WC session
Data size: 50 Kbps per active IM/WC contact
IM/WC network bandwidth requirement (Kbps):
IM/WCBW = (c * 50Kbps * avg_session_length)/ 3600
Presence network bandwidth calculation
Presence updates require a constant level of bandwidth.
Network usage Type: Constant
N = Number of agents working on MM contacts
avg_pres = Average number of presence updates per user per hour
Data size: 7 Kb per Presence update
Presence network bandwidth requirement (in Kbps) = (N* 7Kb * avg_pres)/ 3600
CCMM Search network bandwidth calculation
Bandwidth must be provided for an agent carrying out multimedia searches.
Network usage Type: Bursty
N = Number of agents running searches
average_search = Average number of searches per hour
Data transmitted: 1280Kb per search
CCMM Search bandwidth requirement (in Kbps) = (1280Kb * average_search * N)/3600
CCMM Pull Mode network bandwidth calculation
Pull Mode allows agents to work outside the normal Avaya Aura® Contact Center routing mode.
They personally select individual contacts from the Avaya Aura® Contact Center queues. Their view
of the Avaya Aura® Contact Center queue is automatically updated using the same web services as
the Avaya Aura® Contact Center CCMM search feature, and so uses the same bandwidth.
N = Number of agents working in Pull Mode
c = Number of contacts per hour per agent
Data transmitted: 1280Kb per search
CCMM Pull Mode search bandwidth requirement (in Kbps) = (1280Kb * c * N)/3600
Web Statistics network bandwidth calculation
Network usage Type: Bursty
N = Number of agents
avg_skills = Average number of skillsets per agent
March 2016 Avaya Aura® Contact Center Overview and Specification 393
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Agent Desktop client requirements
This customer is using IM, Presence and Web statistics. Agent are not using Pull Mode.
Nmax = 40
c = 380 multimedia contacts + 200 voice contacts = 580 per hour.
c = 580.
avg_contact_size = 10KBytes = 80Kb
avg_att_size = 0KBytes
Calculation:
BWMMmin = 11463.2Kbps
This is greater than 10Mbps, so 11.192Mbps is the bandwidth for this feature.
If BWMMmin was less than 10Mbps then set the feature bandwidth to 10Mbps.
March 2016 Avaya Aura® Contact Center Overview and Specification 394
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Agent Desktop client network infrastructure requirements
N (Number of agents) = 40
avg_skills (Average number of skillsets per agent) = 25
Data transmitted: 3.2 Kb per skillset once a minute
To calculate the total minimum network bandwidth requirement for the example customer
site, add the bandwidth (BW) requirements for each multimedia feature used.
The total minimum network bandwidth requirement for all the multimedia features on the example
customer site is 12.4 Mbps.
March 2016 Avaya Aura® Contact Center Overview and Specification 395
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Agent Desktop client requirements
Important:
If agents are using other applications that require network bandwidth, subtract the bandwidth
these applications use from the overall bandwidth to give the available bandwidth for the Avaya
Agent Desktop application.
Example Two:
In this example contact center the Customer has 100 agents processing multimedia
contacts. The maximum multimedia traffic rate in any one hour is 2000 multimedia
contacts.
This customer is using IM, Presence and Web statistics. Agents are not using Pull Mode.
Nmax = 100
c = 2000 multimedia (MM) Contacts per hour.
avg_contact_size = 20KBytes = 160Kb
avg_att_size = 100KBytes = 800Kb
att_rate_in = 10%
att_rate_out = 10%
Calculation:
BWMMmin = 20658.4Kbps
This is greater than 10Mbps, so 20.17Mbps is the bandwidth for this feature.
If BWMMmin was less than 10Mbps then set the feature bandwidth to 10Mbps at this stage.
March 2016 Avaya Aura® Contact Center Overview and Specification 396
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Agent Desktop client network infrastructure requirements
To calculate the total minimum network bandwidth requirement for the example customer
site, add the bandwidth (BW) requirements for each multimedia feature used.
Reference material:
Kb = kilobit
KB = kilobyte
Kbps = kilobit per second
Mb = megabit
Mbps = megabit per second
1Mb = 1024 Kb (and 1MB = 1024 KB)
March 2016 Avaya Aura® Contact Center Overview and Specification 397
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Agent Desktop client requirements
How you deploy and use Avaya Agent Desktop VDI clients depends on your solution requirements
and virtualization infrastructure. For more information about building a virtual client infrastructure
using VMware Horizon View, refer to the VMware product documentation.
Overview of Avaya Agent Desktop (Agent Desktop) VDI deployment:
1. Before implementing Virtual Desktop Infrastructure, install and commission one or more
Agent Desktop clients to confirm Avaya Aura® Contact Center and Agent Desktop are
working.
2. Deploy and integrate VMware vCenter and VMware Horizon View servers. Avaya
recommends that you apply virtualization planning, engineering, and deployment with full
organizational support for virtualization rather than organically growing a Virtual Desktop
Infrastructure.
3. Using vCenter, create a master Agent Desktop client computer:
a. Create a client computer that meets or exceeds the minimum Agent Desktop hardware
and operating system requirements.
b. Install VMware Tools on the client computer.
c. Install VMware Horizon View Tools on the client computer.
d. Install Agent Desktop thick client software on the client computer.
4. Create a template and snapshot of this Agent Desktop master computer.
5. Using VMware Horizon View, add one of more pools for the Agent Desktop VDI clients.
6. Associate the agent domain accounts with the Agent Desktop VDI client pools.
7. On each agent computer or thin client, install VMware Horizon View Client for Windows,
Release 5.2 or later.
8. Avaya Aura® Contact Center agents can then use VMware Horizon View Client software to
log on to a VDI client computer and use Agent Desktop.
March 2016 Avaya Aura® Contact Center Overview and Specification 398
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Client Citrix support
In VMware Horizon View deployments of Avaya Agent Desktop, you must use a desk phone. The
Avaya Agent Desktop My Computer embedded softphone mode is not supported in virtualized
desktop deployments.
Agent Desktop is supported only with the following versions of Citrix server:
• Citrix XenApp 6.0
• Citrix XenApp 6.5
• Citrix XenApp 7.6
In Citrix deployments of Agent Desktop, the My Computer embedded softphone mode is not
supported. In Citrix deployments, Agent Desktop can use either the Desk Phone or the Other Phone
mode.
Avaya Aura® Contact Center supports only the Multicast option for Real-Time Displays (RTDs) in a
Citrix environment. Avaya Aura® Contact Center does not support the Unicast option for Real-Time
Displays (RTDs) in a Citrix environment.
March 2016 Avaya Aura® Contact Center Overview and Specification 399
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Chapter 33: Contact Center Agent Browser
application requirements
This section provides information on the configuration requirements for the Contact Center Agent
Browser application.
Voice-only Contact Center agents can use the Agent Browser application to log on to Contact
Center and perform basic tasks. The Agent Browser application does not provide call control,
multimedia features, or supervisor functions. Agent must use a supported desktop phone or
softphone for call control. The Agent Browser application supports the following tasks:
• logging on and off
• changing the agent status
• setting not ready reason codes
• setting activity codes
• setting after call work item codes
• calling your supervisor
• handling an emergency
The Contact Center Agent Browser application is supported in SIP-enabled Contact Center
solutions only. All agents require an associated Windows account, configured in CCMA, to log on to
the Agent Browser application.
Agents access the Agent Browser application through a web browser, using the Contact Center
server Fully Qualified Domain Name (FQDN). In High Availability solutions, agents must log on to
the Agent Browser application using the FQDN of the High Availability pair.
In the event of a switchover to a Remote Geographic Node (RGN) server, agents must log on to the
Agent Browser application using the FQDN of the RGN server.
The Agent Browser application does not support telecommuter mode.
You must access the Agent Browser application using HTTPS only. You must also install a valid
TLS certificate, issued by a trusted Certificate Authority (CA), in Certificate Manager. To avoid
certificate security warnings, install the root certificate of the CA on all client devices used to access
the Agent Browser application. For more information, see Secure TLS communications in Contact
Center on page 420.
If you use a mobile device to access the Agent Browser application, Avaya recommends using a
medium size screen of 992 pixels or higher. Some mobile devices automatically lock after a defined
March 2016 Avaya Aura® Contact Center Overview and Specification 400
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Web browser requirements
timeout period — the Agent Browser application has no control over the automatic locking of mobile
devices.
Language support
The Contact Center Agent Browser application supports the following languages:
• English
• French (FR)
• German (DE)
• Italian (IT)
• LA Spanish (ES)
• Brazilian Portuguese (PT-BR)
• Russian (RU)
• Simplified Chinese (Zh-CN)
• Traditional Chinese (Zh-TW)
• Japanese (JA)
• Korean (KO)
You can set the application language on the Settings menu of the Agent Browser application.
March 2016 Avaya Aura® Contact Center Overview and Specification 401
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Contact Center Agent Browser application requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 402
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Chapter 34: Contact center email server
configuration requirements
You can use Contact Center Manager Administration to configure mailboxes, general settings, and
rules that are required and optional for routing email messages.
This section provides an overview of the email server requirements, including the use of aliases.
Contact Center Multimedia (CCMM) pulls email from any POP3 or IMAP/SMTP compatible email
server. It polls the mailboxes at a specified interval.
Warning:
You must install and actively manage a SPAM filter to remove SPAM messages from all contact
center mailboxes. Unsolicited bulk SPAM messages to your Contact Center, if not filtered out,
can impact performance or can cause damage to your contact center solution.
Microsoft Exchange Server
Contact Center Multimedia supports the following versions of Microsoft Exchange Server,
• Microsoft Exchange Server 2007
• Microsoft Exchange Server 2010
• Microsoft Exchange Server 2013
Contact Center Multimedia does not support Microsoft Exchange Server 2003.
Receiving email messages originating from a Web page
If your website generates email messages destined for a CCMM monitored mailbox, you must
ensure that the FROM address of the generated email messages is set to the email address of the
Web user. Do not generate email messages with a generic From address such as
[email protected] as this might lead to database instability due to the high volume of email
messages from a single email address.
Hosted email providers
CCMM supports hosted email providers that permit a POP3 or IMAP & SMTP connection. CCMM
supports hosted email providers that require TLS or STARTTLS access. CCMM does not support
hosted email providers that require SSL access.
SPAM handling
Short Pointless Annoying Messages (SPAM) are unsolicited, indiscriminate, or junk email
messages. You must install and actively manage a SPAM filter to remove SPAM messages from all
contact center mailboxes. Unsolicited SPAM messages to your Contact Center, if not filtered out,
March 2016 Avaya Aura® Contact Center Overview and Specification 403
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Contact center email server configuration requirements
can impact performance or can cause damage to your contact center solution. Do not use CCMM as
a SPAM filtering tool.
Email settings
Use the E-mail General Settings window to configure the following settings:
• The Mailbox Scan Interval is the interval between the scans made to the email server to check
for new email messages. The default value is 60 seconds.
- Configure the specific intervals in the Contact Center Multimedia Administrator application.
• The Attachment Files are the locations on the Contact Center Multimedia server where the
attachments to email messages are stored. A URL is provided for agents to access the folder
on the Web server. These values are provided by default.
To change these folder names, you must ensure that the new folder exists on the file system
with the correct path to the folders, the folder is shared, a parallel IIS virtual folder is created,
and that all of the permissions are correct. No verification is performed in the Contact Center
Multimedia Administrator application to ensure that the new values are correct, so the values
need to checked carefully. The default values for the folder, where <Server name> is the name
of the Contact Center Multimedia server, are:
- Inbound URL: http://<Server name>/inboundattachment
- Inbound Share: <Database Installation Drive>:\AVAYA\CONTACT CENTER
\EMAIL ATTACHMENTS\INBOUND
- Outbound URL: http://<Server name>/outboundattachment
- Outbound Share: <Database Installation Drive>:\AVAYA\CONTACT CENTER
\EMAIL ATTACHMENTS\INBOUND
Caution:
Risk of backup failure
Use the default attachment locations defined during installation. If required, you can
choose a different location for the inbound and outbound shared email folders. If you
choose a different location, you must ensure that you perform the following activities:
March 2016 Avaya Aura® Contact Center Overview and Specification 404
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Aliases
1) Create the inbound email attachment folder with the path Email Attachments/
Inbound.
2) Create the Outbound folder with the path Email Attachments/Outbound.
3) Share the inbound and outbound folders with IUSR_<Servername>.
4) Configure the folders in the email attachment locations in the Contact Center
Multimedia Administrator application.
• The AutoNumber Outgoing E-mail is the customer identification number and can optionally be
included in the message subject of all email messages.
• The Include E-mail Body in Keyword Search specifies that the keyword search for rules is
applied to both the subject and the body of the email message. You can also select the number
of characters in the email message to search.
Aliases
An alias is an alternative name for a mailbox. Sending an email to either an alias or the mailbox
itself has the same result; that is, the email is stored in the same place.
For example, if you have a mailbox named [email protected]. This mailbox has two aliases—
[email protected] and [email protected]. If you send an email to either
one of these addresses ([email protected], [email protected],
[email protected]), the email is sent to the same destination, which is [email protected].
Using an alias
Aliases are useful for email filtering. For example, if an alias address is defined for only a short
promotion period, you can discard any email messages that arrive at that alias after the promotional
time has passed.
March 2016 Avaya Aura® Contact Center Overview and Specification 405
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Contact center email server configuration requirements
Note:
If a customer sends a single email to multiple aliases, Contact Center creates a contact for each
alias. However, Contact Center recognizes only the first alias, so Contact Center treats all the
contacts as if delivered to the first alias.
For example, a customer sends an email with both [email protected] and
[email protected], in the To: address field. In Contact Center, both these aliases map to a
single mailbox. Contact Center creates two identical contacts, both with
[email protected] as the To: address. Contact Center processes both contacts
using the rules and routing for [email protected].
Outgoing email
Configure outgoing email mailbox settings to identify who responds to the customer's email
message.
The response can contain the email address to which the customer sent the original email message,
or a general corporate email address that is configured for each skillset.
Agent-initiated messages are always sent from an email address associated with a skillset.
After you define the rules for email routing, all email are routed to a skillset. To determine the
mailbox that is set as the originator, map the skillset to a mailbox. For detailed information, see
Avaya Aura® Contact Center Server Administration.
March 2016 Avaya Aura® Contact Center Overview and Specification 406
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Mailbox requirements
Mailbox requirements
Contact Center Multimedia logs onto nominated mailboxes on your mail server and retrieves email
at defined intervals. Email is then routed to agents. To route an email, Contact Center Multimedia
requires the mailbox name and password. In addition, Contact Center Multimedia requires the
possible alias names used for a mailbox to ensure correct routing of email.
March 2016 Avaya Aura® Contact Center Overview and Specification 407
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Chapter 35: Performance optimization
March 2016 Avaya Aura® Contact Center Overview and Specification 408
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Contact Center Manager Server services performance impact
March 2016 Avaya Aura® Contact Center Overview and Specification 409
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Performance optimization
March 2016 Avaya Aura® Contact Center Overview and Specification 410
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Contact Center Manager Administration performance
- If you must activate the Master script during a busy period, activate all primary and
secondary scripts first.
Important:
If the server is not processing calls, you can activate the Master script without first
activating the primary and secondary scripts.
• Validation of large scripts
- Do not validate the Master script or any large script during a busy period.
• Agent-to-supervisor assignments
- Do not run multiple agent-to-supervisor assignments concurrently.
• Agent-to-skillset assignments
- Do not run multiple agent-to-skillset assignments concurrently.
• Generation of large reports
- Generate large reports one after the other rather than concurrently.
• Extraction of large amounts of data from the database
- Generate large data extractions one after the other rather than concurrently.
• Mass logon and logoff of agents
- Spread agent logon/logoff activity over a period of 5 to 15 minutes, and do not perform this
activity during the peak busy hour.
• Database backup
- Perform online (for example, database) backups during off-peak hours.
• Checking files for viruses
- Perform this activity during off-peak hours.
March 2016 Avaya Aura® Contact Center Overview and Specification 411
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Performance optimization
Important:
RSM compression is a new option that can now be configured on the Contact Center
Manager Server. However, Contact Center Manager Administration does not support RSM
compression. If the compression is configured, Contact Center Manager Administration
real-time displays do not work.
• Consolidated Real-Time Display (CRTD) data
Contact Center Manager Administration consolidates multicast traffic into a single stream, and
sends it to the client PCs in either multicast or unicast format.
Important:
Because the unicast option has a significant impact on network bandwidth requirements
and CPU usage, Avaya recommends that you use multicast mode of network
communication where possible.
In a network Contact Center Manager Server environment, Contact Center Manager Administration
can consolidate traffic from multiple contact center servers. The RSM multicast data streams can
originate at local and remote sites, and can be directed to both local clients and remote clients. In
this environment, the consolidated display data is known as Network Consolidated Real-Time
Display (NCRTD) data.
NCRTD multicast characterization
The inputs required to characterize the NCRTD multicast traffic are:
• send rates (time intervals in seconds) for each of the following statistics:
- Agent
- Application
- Skillset
- Nodal
- IVR
- Route
• the number configured for the following parameters:
- Active agents
- Applications
- Skillsets
- IVR queues
- Routes
Important:
Number of nodes is always equal to 1.
• the number of data streams sent for each of the listed statistics. This value is 0, 1, or 2 for each
type of statistic. The two types of data streams are Moving Window and Interval-to-date.
March 2016 Avaya Aura® Contact Center Overview and Specification 412
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Contact Center Manager Administration client performance
March 2016 Avaya Aura® Contact Center Overview and Specification 413
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Performance optimization
March 2016 Avaya Aura® Contact Center Overview and Specification 414
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Contact Center Multimedia bandwidth recommendations
March 2016 Avaya Aura® Contact Center Overview and Specification 415
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Performance optimization
Network Traffic
Communication Control Toolkit uses remote method calls between the client PC and the
Communication Control Toolkit server. Avaya recommends that you design and develop the
applications to minimize the number of remote calls and, therefore, reduce the demands on the
underlying network and increase the application responsiveness.
March 2016 Avaya Aura® Contact Center Overview and Specification 416
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Communication Control Toolkit guidelines to minimize capacity requirements
The following network traffic measurements were taken using the Full API Reference Client and
logging on to the Communication Control Toolkit server as a user with a single AgentTerminal
assigned (representing the normal deployment of a Communication Control Toolkit application).
The following table provides a measurement of the network traffic generated by various call
scenarios using the Full API Reference Client. These network traffic statistics provide a
representation of what load the Communication Control Toolkit imposes on the network.
March 2016 Avaya Aura® Contact Center Overview and Specification 417
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Part 5: Security
March 2016 Avaya Aura® Contact Center Overview and Specification 418
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Chapter 36: Security
This section provides information about the server port requirements of Avaya Aura® Contact
Center.
For more information about Avaya Aura® Contact Center security, see Avaya Aura® Contact Center
Security available from the Avaya Support website at http://support.avaya.com.
Network security
The various network interfaces are secured using the following mechanisms.
Interface Network security mechanism
CTI API The secure TCP transport layer described in the .NET Framework
section provides network security for the CTI API interface.
March 2016 Avaya Aura® Contact Center Overview and Specification 419
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Security
March 2016 Avaya Aura® Contact Center Overview and Specification 420
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Secure TLS communications in Contact Center
combines a public key used for encryption with an organization’s details, and is signed by a
Certificate Authority (CA) to allow clients to verify that it is valid. The client can use the server
certificate to encrypt the data it sends to the server.
Certificate Authority
A Certificate Authority (CA) is a third-party organization that provides digital certificates that certify
the owner of a public key for cryptography used in secure communications. If you use a single CA
for all your security setup, it reduces you workload for security configuration, because you need to
copy just a single root certificate to all clients. The root certificates for many well know CAs are
frequently already embedded in common operating systems for clients and servers.
Root certificate
The root certificate proves the authenticity of the signed server certificate. It contains a digital
signature from a Certificate Authority (CA). To trust the server certificate sent to them by the server,
clients must have a copy of the root certificate with the digital signature of the CA that signed the
server certificate. Root certificates exported from different certificate stores work in the same way if
they contain a digital signature from the same CA.
Server Certificate name
Each server certificate has a name, which normally derives from the server Fully Qualified Domain
Name (FQDN). If a server certificate name does not match the name of the website or web service
to which the client connected, the client generates a warning. This impacts Contact Center as
follows:
• When you use the default server certificate, users always see warnings when they connect to
Contact Center web services. This is because the name of the default Contact Center
certificate never matches your actual Contact Center server FQDN.
• In HA systems, you need to commission your own certificates with Subject Alternative Names
(SANs) to use the managed name of the campus HA pair. Therefore you must decide on the
active, standby, and managed names before you set up your own certificate stores.
Subject Alternative Name
A Subject Alternative Name (SAN) is an extension to HTTPS that allows various values to be
associated with a security certificate. These values are called "Subject Alternative Names", or
SANs. There are several types of SAN values, but for Contact Center only the DNS name type is
relevant.
In Contact Center you use SANs on security certificates to include the HA managed name as well
as the Contact Center server common name in the server certificate, so that secure connections
continue during a HA switchover and clients do not see warning messages.
When you create the Contact Center certificate store in Certificate Manager, you can add the SANs
necessary for HA.
March 2016 Avaya Aura® Contact Center Overview and Specification 421
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Security
production, customers must create a new certificate store, with a new server certificate and root
certificate from a Certificate Authority (CA).
Contact Center also uses the Internet Information Services (IIS) certificate store for some services.
On a Contact Center server, Certificate Manager controls both the IIS certificate store and the
Contact Center certificate store. These two stores always use the same server certificate.
The CCT and CCMS Open Interfaces use a unique CMF certificate store. You can configure or
manage this store either through the CCMS Server Configuration interface or the CCT Server
Configuration interface. You can import the server certificate from Certificate Manager into this
store.
Avaya Aura® Media Server (MS) also has a certificate store. You configure this store through Avaya
Aura® MS Element Manager. On a Voice and Multimedia Contact Center with Avaya Aura Media
Server, where Avaya Aura® MS is co-resident with Contact Center, you can import the server
certificate from Certificate Manager into this store.
The following table outlines which certificate stores are present on each Contact Center server type:
Server type Contact Center IIS certificate CMF certificate Avaya Aura® MS
certificate store store store certificate store
Voice and Yes Yes Yes Yes
Multimedia Contact
Center with Avaya
Aura Media Server
Voice and Yes Yes Yes No
Multimedia Contact
Center without
Avaya Aura Media
Server
Voice Contact Yes Yes Yes No
Server / NCC
Multimedia Contact Yes Yes No No
Server
Avaya Aura Media No No No Yes
Server
The following table lists the applications that use the certificate stores on the Contact Center
servers, the services impacted, and the management tool for the store:
Certificate store Applications Services that use this Managed by
store
Contact Center certificate CCMS, CCT AES CTI link Contact Center
store Certificate Manager
Agent Greeting
CCT Web Administration
Windows 2012 IIS CCMA, CCMM CCMA Contact Center
certificate store Certificate Manager
CCMM Administration
March 2016 Avaya Aura® Contact Center Overview and Specification 422
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Secure TLS communications in Contact Center
March 2016 Avaya Aura® Contact Center Overview and Specification 423
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Security
• You must use a certificate for AES CTI services and the Agent Browser application. You
generate this certificate in Contact Center Certificate Manager.
The CTI connection between AACC and AES requires Mutual Transport Layer Security
(MTLS). The AES server has a server certificate and must have the AACC root certificate. The
Contact Center server has a server certificate and must have the AES root certificate. You do
not need these services in a CS1000 deployment.
• You must use a certificate for Web Services, unless you turn off Web Services security. You
use the certificate in Certificate Manager.
• You must use a certificate for Avaya Aura® MS. On a Voice and Multimedia Server with Avaya
Aura Media Server, you can use the server certificate you created in Certificate Manager.
• You can use a certificate for Secure Real-Time Protocol (SRTP). You use the certificate in
Certificate Manager.
• You can use a certificate for CCT Open Interfaces. You must add this certificate to the CMF
certificate store, but you can use the server certificate you created in Certificate Manager.
• You can use a certificate for CCMS Web Services. You must add this certificate to the CMF
certificate store, but you can use the server certificate you created in Certificate Manager.
March 2016 Avaya Aura® Contact Center Overview and Specification 424
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Secure TLS communications in Contact Center
Note:
The Agent Desktop Click-Once deployment does not use HTTPS. If you have Web Services
security enabled, you still use HTTP to deploy the Agent Desktop prerequisites and application.
After you have installed Agent Desktop, if you have Web Services security enabled, agents then
use HTTPS to run the application.
March 2016 Avaya Aura® Contact Center Overview and Specification 425
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Security
Figure 26: Example of how a single CA root certificate can work with different server certificates
signed by the same CA
If you want to use different CAs to sign certificates for your different servers, you must copy the root
certificate from each CA to all the clients in your contact center. For some Contact Center Web
services, Contact Center servers can act as clients of other servers. Therefore you must ensure that
the Contact Center servers also have the required CA root certificates.
March 2016 Avaya Aura® Contact Center Overview and Specification 426
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Secure TLS communications in Contact Center
Figure 27: Example of how clients must have the CA root certificates from each CA that signed a
server certificate, if the contact center uses server certificates signed by different CAs
You can distribute root certificates to client computers using a Group Policy on Microsoft Windows
Server 2012.
March 2016 Avaya Aura® Contact Center Overview and Specification 427
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Security
In a High Availability (HA) system, you must create a new certificate store for each server,
specifying Subject Alternative Names (SANs). Create the certificate store for each HA server in the
pair, with the common name of the Contact Center server, and a SAN for :
• the Contact Center server name
• the managed name of the HA pair
This ensures clients connecting to Contact Center using the managed name do not get warnings
that the server certificate name does not match the server name.
Avaya recommends that you plan your HA active, managed, and standby names in advance of
creating a new certificate store. In this way you can create your certificate stores once using SANs
during the initial commissioning, instead of deleting and re-creating certificate stores when you
commission HA.
March 2016 Avaya Aura® Contact Center Overview and Specification 428
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Avaya Security Advisories
certificates are due to expire within a month, the inspection utility sends a notification email to the
contact center administrator. The contact center administrator must then refresh the security
certificates.
Certificate Manager provides the notification email; it cannot renew expired security certificates. For
uninterrupted Contact Center functionality, if you receive an email about upcoming certificate
expiration dates, you must renew the security certificates before they expire. Certificate Manager
uses the Microsoft Windows Task Scheduler to schedule the weekly certificate store inspection. You
must ensure that there is a Microsoft Windows user account that has the necessary privileges from
which Certificate Manager can schedule a task on Windows Task Scheduler. You can use the
Windows administrator account that you used to install Contact Center to add a task to Windows
Task Scheduler.
Certificate Manager uses a specified Simple Mail Transport Protocol (SMTP) server to send the
notification emails to the administrator’s email address. Contact Center does not provide this SMTP
server. You must provision this SMTP server and ensure that the Contact Center server can
communicate with it at all times. Contact Center does not support Transport Layer Security (TLS)
connectivity to this SMTP server.
March 2016 Avaya Aura® Contact Center Overview and Specification 429
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Security
March 2016 Avaya Aura® Contact Center Overview and Specification 430
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Secure communications for third-party or custom applications
March 2016 Avaya Aura® Contact Center Overview and Specification 431
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Security
March 2016 Avaya Aura® Contact Center Overview and Specification 432
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Contact Center Manager Administration port requirements
Important:
The default port for the third-party software. This conflicts with the default
port used by the CCMA Toolkit NameService. To avoid issues with
CCMA functionality when using Veritas Backup Exec, you must change
the default port of Veritas Backup Exec to another port number that is not
being used by the network.
Default UDP port 3998 License Manager destination port.
Default UDP ports 3999 - License Manager destination source port.
4007
March 2016 Avaya Aura® Contact Center Overview and Specification 433
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March 2016 Avaya Aura® Contact Center Overview and Specification 434
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Communication Control Toolkit port requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 435
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Security
March 2016 Avaya Aura® Contact Center Overview and Specification 436
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Avaya Aura® Media Server port requirements
The following table shows the port numbers required for Avaya Aura® Media Server on Linux.
Table 58: Avaya Aura® Media Server port usage–Linux
March 2016 Avaya Aura® Contact Center Overview and Specification 437
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UDP Port Range is required for media processing. All starting UDP ports are configurable.
Table 59: Required UDP Port Range
March 2016 Avaya Aura® Contact Center Overview and Specification 438
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Avaya Aura® Presence Services port requirements
March 2016 Avaya Aura® Contact Center Overview and Specification 439
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Index
A Avaya Aura Media Server port requirements .....................436
Avaya Aura Media Server virtual machine .........................287
AACC firewall considerations .............................................. 49 Avaya Aura Media Server Zoning
about Contact Center client components .............................41 licensed feature .......................................................... 193
about Contact Center components ...................................... 41 Avaya Callback Assist ......................................................... 62
about multimedia components .............................................94 Avaya Media Server ............................................................ 24
Access Security Gateway .................................................. 115 zoning ......................................................................... 128
access to remote support .................................................. 238 Avaya Media Server licensing ........................................... 375
ADD Avaya Media Server network configurations ..................... 119
Citrix ........................................................................... 381 Avaya One-X Agent 2.5.5 upgrade ......................................31
adding company images Avaya Security Advisory ............................................ 233, 429
signatures ..................................................................... 29 Avaya WebLM ..................................................................... 46
adding company logos average call rate ................................................................ 222
signatures ..................................................................... 29
AD-LDS ................................................................................26
Administration Client ..........................................................377
B
administration client operating system requirements .........378 backup software requirements CCMS ....... 337, 348, 355, 369
agent browser application Barge-in and Observation tone ............................................24
browser compatibility .................................................. 401 binding order for network cards ................................. 336, 347
requirements ...............................................................400 BIOS .................................................................................. 239
Agent Desktop ..................................................................... 41 browser compatibility
automatic insertion of a leading digit ............................ 23 agent browser application ...........................................401
Citrix support .............................................................. 399
display login history ...................................................... 30
support for copying CLID ..............................................29 C
support for forced Not Ready reason codes .................30
Caché database ...................................................................26
upgrade to Avaya One-X Agent 2.5.5 ...........................31
call complexity ................................................................... 221
Agent Desktop client requirements ....................................382
Call Control XML ................................................................150
Agent Greeting ...................................................................193
call data attached for CCT ................................................. 225
agent limits .........................................................................211
Call Force Answer Zip Tone ................................................ 24
Alarm Monitor ...................................................................... 84
call load ..............................................................................221
aliases ................................................................................405
CallPilot compatibility .........................................................179
AML and SIP cost per call ................................................. 221
call resources limits ........................................................... 212
AML features ..................................................................... 175
calls per hour limits ............................................................ 211
announcements ................................................................. 196
capacities ...........................................................................212
antivirus software ...............................337, 349, 356, 369, 374
capacity ..............................................................................212
Antivirus software .............................................................. 376
capacity CCT ..................................................................... 224
antivirus software guidelines ..............................................237
capacity maximum ............................................................. 211
application intrinsics ...........................................................219
capacity outbound contact centers .................................... 227
application migrations .......................................................... 54
capacity steady state operation ......................................... 410
application sequencing ...................................................... 152
CCMA
application variables .......................................................... 219
Citrix ........................................................................... 381
ASG ................................................................................... 115
incorrectly entering a password ....................................31
assignment parameter limits ..............................................212
password aging ............................................................ 28
attached call data for CCT ................................................. 225
password expiry ............................................................26
attachments for email ........................................................ 404
temporary lock out ........................................................ 31
attachments in email storage .............................................224
CCMA client performance ..................................................413
Automatic Call Distribution ...................................................60
CCMA network performance ............................................. 411
Automatic phrases ............................................................... 99
CCMA performance ........................................................... 411
availability highest level ..................................................... 318
CCMA port requirements ................................................... 433
Avaya Aura Experience Portal ...................................147, 177
CCMM
Avaya Aura Media Server ............................46, 115, 296, 375
database files ............................................................. 223
Avaya Aura Media Server licensing ...................................192
CCMM external email server requirements ....................... 404
March 2016 Avaya Aura® Contact Center Overview and Specification 440
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Index
March 2016 Avaya Aura® Contact Center Overview and Specification 441
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Index
March 2016 Avaya Aura® Contact Center Overview and Specification 442
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Index
March 2016 Avaya Aura® Contact Center Overview and Specification 443
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Index
S T
SAL .................................................................................... 429 telephony server functions .................................329, 342, 363
SAN guidelines .................................................................. 238 temporary lock out
Screen Pop ........................................................................ 151 CCMA ........................................................................... 31
scripting terminals .................................................................... 332, 346
CLID and Wild CLID ..................................................... 30 third-party interface limits ...................................................212
security ...................................................................... 233, 429 third-party software ............ 336, 348, 355, 368, 373, 376, 380
stand-alone server ......................................................419 Third-party software requirements .....................................386
Security ..............................................................................419 TLS .................................................................................... 431
server name requirements .................................................229 TLS SRTP Signaling and Media Encryption
server requirements ...................................327, 352, 359, 375 licensed feature .......................................................... 195
Server specification ........................................................... 244 Trusted IP .......................................................................... 136
server support virtual ......................................................... 260
Server types .........................................................44, 275, 305
Server Utility
U
installation options ........................................................ 81 UEFI ...................................................................................240
serviceability enhancements Unified Communications phones ....................................... 172
Agent Desktop third-party controls upgrade ................. 29 Unified Communications platform compatibility ................. 170
March 2016 Avaya Aura® Contact Center Overview and Specification 444
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Index
V
VDI .....................................................................................398
videos .................................................................................. 22
virtualization .......................................................................242
Virtualization ...................................................................... 272
virtual machine ...268, 279, 282, 285, 286, 308, 311, 314, 315
virtual machines .........................................................275, 305
Virtual Machine specifications ........................................... 274
virtual server support ......................................................... 260
VMware ................................................................44, 242, 275
VMware commissioning Contact Center ............................290
VMware Horizon View ....................................................... 398
vmware host ...................................................................... 266
VMware vSphere ............................................................... 260
VMXNET ............................................................................271
Voice and Multimedia Contact Server ............... 326, 327, 359
Voice Contact Server .................................................340, 341
voice services compatibility ............................................... 179
Voice XML ......................................................................... 149
VRRP .........................................................................143, 324
VXML ................................................................................. 149
W
Web communications limits ............................................... 212
WebLM ...................................................................... 185, 297
Web Service data limits ..................................................... 227
Whisper Skillset ................................................................... 24
Wild CLID .............................................................................30
Windows Server 2012 R2 .................. 327, 341, 352, 359, 373
workgroup ............................................................................ 48
Z
zoning
Avaya Media Server ................................................... 128
March 2016 Avaya Aura® Contact Center Overview and Specification 445
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