Avaya Aura Contact Center Overview and Specification

Avaya Aura® Contact Center Overview
and Specification
Release 7.0
Issue 01.02
March 2016
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Contents
Chapter 1: Introduction.......................................................................................................... 18

Introduction........................................................................................................................... 18
Purpose................................................................................................................................ 18
Intended audience................................................................................................................. 18
Documentation...................................................................................................................... 18
Related resources................................................................................................................. 22
Training.......................................................................................................................... 22
Viewing Avaya Mentor videos........................................................................................... 22
Support................................................................................................................................ 22
Chapter 2: Changes in this release....................................................................................... 23
Feature changes................................................................................................................... 23
Agent Desktop inter-operation with Avaya Co-Browsing Snap-in......................................... 23
Automatic insertion of a leading digit before dialing numbers using Agent Desktop
Phonebook .................................................................................................................... 23
®
Avaya Aura Contact Center Ignition Wizard...................................................................... 24
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Avaya Aura Contact Center supports Microsoft Windows Server 2012 R2 ......................... 24
Avaya Callback Assist integration..................................................................................... 24
Avaya Media Server changes........................................................................................... 24
Contact Center Agent Browser application......................................................................... 25
Contact Center Manager Administration password expiry................................................... 26
Contact Center Manager Administration support for Caché database.................................. 26
Contact Center services secured by default....................................................................... 26
Crystal Reports replacement with Microsoft SQL Server Reporting Services........................ 27
Database restore not required for reinstating Mission Critical High Availability...................... 27
Emergency license expiry notification................................................................................ 27
Force password change when users log on to Contact Center Manager Administration for
the first time.................................................................................................................... 28
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New Avaya Aura Contact Center minimum hardware specifications................................... 28
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New Avaya Aura Contact Center minimum virtual machine specifications........................... 28
Password aging in Contact Center Manager Administration ............................................... 28
Serviceability enhancements in Contact Center 7.0............................................................ 29
Support for adding company images and logos to signatures.............................................. 29
Support for copying the CLID of a customer using Agent Desktop....................................... 29
Support for displaying login history in Contact Center Manager Administration, Agent
Desktop, and Certificate Manager..................................................................................... 30
Support for forced Not Ready reason codes...................................................................... 30
Support for Remote Geographic Node server with no HA at the campus.............................. 30
Support for scripting using CLID and Wild CLID in SIP environments................................... 30
Support for up to 3000 Web chat sessions with EWC......................................................... 31
Temporary lock out of Contact Center Manager Administration users.................................. 31
March 2016 Avaya Aura® Contact Center Overview and Specification 5

Comments on this document? [email protected]
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
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Avaya Aura Call Center Elite integration is no longer supported......................................... 32
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Avaya Aura Contact Center Hardware Appliance no longer available................................. 33
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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
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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
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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

Contents
Contact Center Process Monitor................................................................................. 51

Database Maintenance.............................................................................................. 51
High Availability......................................................................................................... 52
Grace Period Reset................................................................................................... 52
Trace Control Utility................................................................................................... 52
Automated Log Archiver............................................................................................. 52
Upgrades versus migrations............................................................................................. 53
Supported migration options............................................................................................. 54
Single sign-on deployments............................................................................................. 56
Chapter 4: Routing options.............................................................................................. 59
CDNs and SIP Route Points............................................................................................. 59
Contact routing at the switch............................................................................................ 60
ACD routing.................................................................................................................... 60
Skill-based routing........................................................................................................... 60
Contact queuing and presentation.............................................................................. 61
Multiple skillsets........................................................................................................ 61
Open Queue................................................................................................................... 62
Avaya Callback Assist integration..................................................................................... 62
Network Skill-Based Routing............................................................................................ 63
Destination sites........................................................................................................ 63
Chapter 5: Contact Center Manager Server................................................................... 64
Installation options........................................................................................................... 64
Components............................................................................................................. 64
Operations performed on the server.................................................................................. 65
Process voice and multimedia contacts....................................................................... 65
Contact routing and queuing...................................................................................... 66
Multicast communication............................................................................................ 66
Network routing......................................................................................................... 67
Optional configuration tools.............................................................................................. 68
Programming interfaces............................................................................................. 68
Web services............................................................................................................ 68
Chapter 6: License Manager............................................................................................ 69
User configuration..................................................................................................... 69
Configure and view licenses....................................................................................... 70
Configure license alarms............................................................................................ 70
Choose licensing types.............................................................................................. 71
Manage standby license manager.............................................................................. 71
Update licensing grace period.................................................................................... 72
Chapter 7: Contact Center Manager Administration..................................................... 73
Default users............................................................................................................. 73

Contents
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
Components............................................................................................................. 81
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
Components................................................................................................................... 87
Monitor call data........................................................................................................ 88
Configure resources.................................................................................................. 88
Communication Control Toolkit API................................................................................... 90
Chapter 10: Contact Center Multimedia.......................................................................... 92
Default users............................................................................................................. 93
Folder structure......................................................................................................... 93
Components............................................................................................................. 93
Contact Center Multimedia components...................................................................... 94
Configure email settings............................................................................................. 98
Configure IM settings................................................................................................. 99
Configure Web communications settings................................................................... 100
Configure outbound settings..................................................................................... 100

Contents
Configure Social Network settings............................................................................ 101

Social Media Analytics............................................................................................. 103
Configure voice mail settings.................................................................................... 103
Configure scanned document settings....................................................................... 104
Configure SMS text settings..................................................................................... 105
Configure faxed document settings........................................................................... 106
Configure Agent Desktop settings............................................................................. 106
Configure General settings....................................................................................... 108
Handle contacts...................................................................................................... 108
View and update customer information...................................................................... 110
Create callbacks...................................................................................................... 110
Report multimedia data............................................................................................ 110
Multimedia data management and purging................................................................ 111
Optional configuration tools............................................................................................ 113
Contact Center standby server................................................................................. 114
Web services.......................................................................................................... 114
Open interfaces for email......................................................................................... 114
®
Chapter 11: Avaya Aura Media Server........................................................................ 115
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Avaya Aura Media Server media files and media management........................................ 116
Network configurations.................................................................................................. 119
®
Standalone Avaya Aura Media Server..................................................................... 119
®
Avaya Aura Media Server cluster............................................................................ 120
®
Avaya Aura Media Server High Availability pair........................................................ 123
®
Multiple Avaya Aura Media Server High Availability pairs.......................................... 125
®
Avaya Aura Media Server Remote Geographic Node deployment.............................. 127
®
Avaya Aura Media Server Zoning............................................................................ 128
Chapter 12: High Availability fundamentals................................................................. 133
Campus High Availability............................................................................................... 133
Contact Center application geographic redundancy.......................................................... 135
Database shadowing..................................................................................................... 135
Trusted IP address........................................................................................................ 136
Geographic High Availability solution.............................................................................. 136
Contact Center Application High Availability.................................................................... 139
®
Avaya Aura Media Server............................................................................................. 139
Standby server hardware requirements........................................................................... 142
Campus network configuration....................................................................................... 143
Remote Geographic Node server requirements............................................................... 143
Geographic network configuration................................................................................... 144
Simple Network Management Protocol............................................................................ 144
Licensing...................................................................................................................... 145
Hot patching................................................................................................................. 145
More information........................................................................................................... 146
®
Chapter 13: Avaya Aura Experience Portal Integration............................................. 147

Contents
Data transfer methods................................................................................................... 149

®
Avaya Aura Experience Portal Orchestration Designer.................................................... 149
Voice XML.............................................................................................................. 149
Call Control XML..................................................................................................... 150
®
SIP-enabled Avaya Aura Contact Center....................................................................... 150
P-Intrinsic SIP Header............................................................................................. 151
User-to-User Information.......................................................................................... 152
Universal Call Identifier............................................................................................ 152
®
Avaya Aura Contact Center Web Service Open Interfaces.............................................. 152
Web Services Open Interfaces................................................................................. 152
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Front-end Avaya Aura Experience Portal self-service using Contact Center Web Service
Open Interfaces............................................................................................................ 153
Call flow example using CCMS Web service Open Interfaces..................................... 154
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Front-end Avaya Aura Experience Portal and SIP-enabled Contact Center....................... 155
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Call flow example for front-end Avaya Aura Experience Portal and SIP-enabled
Contact Center........................................................................................................ 157
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Back-end Avaya Aura Experience Portal and SIP-enabled Contact Center....................... 158
®
Call flow example using back-end Avaya Aura Experience Portal and SIP-enabled
Contact Center........................................................................................................ 160
®
Back-end Avaya Aura Experience Portal using Context Creation and SIP-enabled
Contact Center.............................................................................................................. 161
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Call flow example using back-end Avaya Aura Experience Portal with the Context
Creation sample application..................................................................................... 163
Avaya DevConnect........................................................................................................ 165
Chapter 14: Technical support...................................................................................... 166
Secure Access Link for remote support........................................................................... 166
Microsoft Remote Desktop Connection........................................................................... 166
Virtual Private Network.................................................................................................. 166
Direct-connect modem................................................................................................... 168
Part 2: Interoperability................................................................................................... 169
Chapter 15: Product compatibility................................................................................ 170
®
Avaya Aura Unified Communications platform................................................................ 170
Multiple AACC instances and a single UC platform.................................................... 171
®
Avaya Aura Unified Communications phones........................................................... 172
Avaya Communication Server 1000 platform................................................................... 173
Avaya Communication Server 1000 phones.............................................................. 174
Avaya Communication Server 1000 AML features ..................................................... 175
®
Avaya Aura Experience Portal...................................................................................... 177
Additional voice services................................................................................................ 179
Avaya Engagement Development Platform (EDP) snap-in interoperability support.............. 180
Part 3: Licensing.............................................................................................................. 181
Chapter 16: Licensing requirements............................................................................. 182
License types................................................................................................................ 183

Contents
Nodal Enterprise licensing........................................................................................ 183

Corporate Enterprise licensing.................................................................................. 183
Nodal NCC licensing................................................................................................ 184
Corporate NCC licensing......................................................................................... 184
Licensing mechanisms................................................................................................... 185
WebLM licensing mechanism................................................................................... 185
PLIC licensing mechanism....................................................................................... 187
®
How to obtain an Avaya Aura Contact Center license .................................................... 187
How to obtain a license for a nodal SIP-enabled solution............................................ 188
How to obtain a license for a nodal AML-based solution............................................. 190
How to obtain a Corporate license............................................................................ 191
License Manager installation location in a solution........................................................... 192
®
Avaya Aura Media Server licensing considerations......................................................... 192
Licensed packages and features.................................................................................... 193
Agent Greeting........................................................................................................ 193
®
Avaya Aura Media Server Zoning............................................................................ 193
Contact Recording................................................................................................... 193
Multiplicity............................................................................................................... 193
Networking............................................................................................................. 194
Offsite Agent........................................................................................................... 194
Open Interfaces Open Queue................................................................................... 194
Open Interfaces Universal Networking...................................................................... 194
Open Queue........................................................................................................... 194
Outbound............................................................................................................... 195
Report Creation Wizard........................................................................................... 195
Standby Server High Availability............................................................................... 195
TLS SRTP Signaling and Media Encryption............................................................... 195
Universal Networking............................................................................................... 196
Web Based Statistics............................................................................................... 196
Announcement and Dialog treatment licensing................................................................ 196
About the license file...................................................................................................... 197
Interpretation of the license file................................................................................. 198
Contact Center License Manager license identifiers................................................... 198
Licensing requirements for Agent Desktop features.......................................................... 202
Licensing grace period................................................................................................... 206
Emergency license files........................................................................................... 207
License manager statistics............................................................................................. 207
Real-time statistics.................................................................................................. 208
Supported License Manager servers............................................................................... 208
Part 4: Performance specifications........................................................................... 210
Chapter 17: Maximum overall capacities...................................................................... 211
Maximum capacity overview........................................................................................... 211
Maximum agent capacity and call rate values.................................................................. 212

Contents
Orchestration Designer application Variables and Intrinsics.............................................. 219

Email limits and capacity values..................................................................................... 220
Historical Reporting safeguards and maximums............................................................... 221
Contact Center Manager Server Call load....................................................................... 221
Call complexity........................................................................................................ 221
Call rate.................................................................................................................. 222
Contact Center Multimedia disk storage requirements...................................................... 223
Required database files........................................................................................... 223
Email attachment storage......................................................................................... 224
Communication Control Toolkit capacity.......................................................................... 224
Call Attached Data considerations............................................................................ 225
CTI application performance impact.......................................................................... 225
Access from an external client PC.................................................................................. 226
Access from a browser on the Contact Center Manager Server server............................... 226
Landing Pads................................................................................................................ 226
Open Interfaces Web Service data limits......................................................................... 227
Outbound capacity........................................................................................................ 227
Chapter 18: Windows Server 2012 R2 common specifications.................................. 228
Server naming requirements.......................................................................................... 229
Common server disk partitioning requirements................................................................ 229
Operating system requirements...................................................................................... 231
Operating system installation and configuration......................................................... 231
Microsoft security hotfixes........................................................................................ 232
Avaya Security Advisories.............................................................................................. 233
Operating system updates............................................................................................. 233
Service updates...................................................................................................... 233
Service packs......................................................................................................... 234
Java Runtime Environment updates.......................................................................... 234
Dynamic Host Configuration Protocol support............................................................ 234
Network setup............................................................................................................... 235
Network configuration.............................................................................................. 235
Domains and Windows Server security policies......................................................... 235
Third-party software requirements.................................................................................. 236
Generic guidelines for utility-class software applications............................................. 236
Additional guidelines for the use of antivirus software................................................. 237
Simple Network Management Protocol (SNMP) alerting on virus confirmation.............. 238
Remote support access tool..................................................................................... 238
Hardware requirements................................................................................................. 238
Redundant Array of Independent Disks (RAID).......................................................... 238
Storage Area Network (SAN).................................................................................... 238
Uninterruptible Power Supply................................................................................... 239
Server performance and firmware settings....................................................................... 239
Server firmware....................................................................................................... 240

Contents
Unified Extensible Firmware Interface....................................................................... 240

Power and performance management....................................................................... 241
Disk caching and RAID............................................................................................ 241
Non-Uniform Memory Architecture (NUMA) and memory............................................ 242
Performance management and VMware................................................................... 242
Virtualization technology.......................................................................................... 242
Hyper-Threading..................................................................................................... 243
Unused hardware devices........................................................................................ 243
Summary................................................................................................................ 243
Chapter 19: Physical server specifications.................................................................. 244
Physical Server supported configurations........................................................................ 245
Entry-level solution........................................................................................................ 246
Entry-level server specification................................................................................. 248
Mid-range solution......................................................................................................... 250
®
Avaya Aura Media Server standalone on mid-range physical server.......................... 251
Mid-range server specification.................................................................................. 252
High-end solution ......................................................................................................... 255
®
Avaya Aura Media Server standalone on high-end physical server............................. 256
High-end server specification................................................................................... 257
Chapter 20: VMware virtualization support.................................................................. 260
Contact Center virtualization deployment options............................................................. 261
VMware features........................................................................................................... 265
VMware vSphere host considerations............................................................................. 266
Guidance for storage requirements................................................................................. 267
VMware Contact Center virtual machine Operating Systems............................................. 268
Performance monitoring and management...................................................................... 268
High Availability and virtualization................................................................................... 269
®
Avaya Aura Contact Center VMware Snapshot considerations........................................ 270
®
Avaya Aura Media Server VMware Snapshot considerations........................................... 271
VMware networking best practices.................................................................................. 271
Time synchronization considerations............................................................................... 272
Troubleshooting VMware............................................................................................... 272
Chapter 21: VMware Virtual Machine specifications................................................... 274
Supported VMware virtual machine configurations........................................................... 275
VMware entry-level virtual machine specification........................................................ 279
VMware mid-range virtual machine specification........................................................ 282
VMware high-end virtual machine specification.......................................................... 285
Contact Center virtual machine hard disks and partitions.................................................. 286
®
Avaya Aura Media Server virtual machine specification................................................... 287
VMware host server minimum CPU specification............................................................. 288

Contents
VMware host server resource management and monitoring ............................................. 289

Overview of deploying Contact Center with VMware......................................................... 290
Chapter 22: Contact Center Software Appliance VMware specifications................. 292
Voice and Multimedia Contact Server virtual machine...................................................... 293
Voice and Multimedia Contact Server virtual machine hard disks and partitions............ 295
®
Avaya Aura Media Server OVA..................................................................................... 296
WebLM OVA................................................................................................................. 297
®
Avaya Aura Contact Center software appliance VMware resource profiling....................... 299
VMware host server minimum CPU specification............................................................. 301
VMware host server disks and storage............................................................................ 301
VMware host server resource management and monitoring ............................................. 302
Chapter 23: Hyper-V virtualization support.................................................................. 304
Supported Hyper-V virtual machine configurations........................................................... 305
Hyper-V entry-level virtual machine specification........................................................ 308
Hyper-V mid-range virtual machine specification........................................................ 311
Hyper-V high-end virtual machine specification.......................................................... 314
Contact Center virtual machine hard disks and partitions.................................................. 315
Hyper-V server minimum CPU specification..................................................................... 316
Hyper-V host server resource management and monitoring.............................................. 316
Chapter 24: High Availability server requirements...................................................... 318
Mission Critical High Availability...................................................................................... 318
Hot-standby High Availability.......................................................................................... 320
®
Avaya Aura Unified Communications platform and Contact Center High Availability.......... 321
Avaya Communication Server 1000 and Contact Center High Availability.......................... 322
High Availability levels supported.................................................................................... 322
Standby server requirements.......................................................................................... 323
Remote Geographic Node server requirements............................................................... 323
Campus network configuration....................................................................................... 324
Geographic network configuration................................................................................... 325
®
Chapter 25: Voice and Multimedia Contact Server without Avaya Aura Media
Server configuration requirements............................................................................... 326
Operating System requirements..................................................................................... 327
Server requirements...................................................................................................... 327
Communication Control Toolkit components.................................................................... 328
Communication Control Toolkit supported functionality..................................................... 329
Client Terminal Relationships......................................................................................... 332
Email message memory requirements............................................................................ 333
Calculating disk storage requirements............................................................................. 335
Network configuration.................................................................................................... 335
Network interface card binding order......................................................................... 336

Contents
Maximum acceptable use......................................................................................... 336

Contact modeling limitations in a network environment..................................................... 336
Contact modeling.................................................................................................... 336
Third-party backup software..................................................................................... 337
Voice and Multimedia Contact Server antivirus software............................................. 337
Chapter 26: Voice Contact Server configuration requirements................................. 340
Communication Control Toolkit components.................................................................... 341
Communication Control Toolkit supported functionality..................................................... 342
Client Terminal Relationships......................................................................................... 346
Network configuration.................................................................................................... 347
Network interface card binding order......................................................................... 347
Maximum acceptable use......................................................................................... 347
Contact modeling limitations in a network environment..................................................... 347
Contact modeling.................................................................................................... 347
Voice Contact Server antivirus software.................................................................... 349
Chapter 27: Multimedia Contact Server configuration requirements........................ 351
Multimedia Contact Server antivirus software.................................................................. 356
®
Chapter 28: Voice and Multimedia Contact Server with Avaya Aura Media Server
configuration requirements........................................................................................... 358
®
Avaya Aura Media Server media files and media management........................................ 360
Communication Control Toolkit supported SIP functionality............................................... 363
®
Voice and Multimedia Contact Server with Avaya Aura Media Server antivirus
software................................................................................................................. 369
Chapter 29: Network Control Center server configuration requirements................. 372

Contents

Network Control Center server antivirus software............................................................. 374
®
Chapter 30: Avaya Aura Media Server on Linux configuration requirements........ 375
Licensing requirements.................................................................................................. 375
Antivirus software.......................................................................................................... 376
Chapter 31: Administration client configuration requirements.................................. 377
Client hardware requirements......................................................................................... 377
Client operating system requirements............................................................................. 378
Administration Client Citrix support................................................................................. 381
Chapter 32: Agent Desktop client requirements.......................................................... 382
Avaya Agent Desktop localized languages...................................................................... 383
Client hardware requirements......................................................................................... 384
Client operating system requirements............................................................................. 385
Agent Desktop client network infrastructure requirements................................................. 387
VMware Horizon View VDI support................................................................................. 398
Client Citrix support....................................................................................................... 399
Chapter 33: Contact Center Agent Browser application requirements..................... 400
Web browser requirements............................................................................................ 401
Chapter 34: Contact center email server configuration requirements...................... 403
Email server requirements............................................................................................. 404
Email settings............................................................................................................... 404
Aliases......................................................................................................................... 405
Using an alias......................................................................................................... 405
Impact of an alias addresses on Contact Center Multimedia....................................... 405
Contact Center Multimedia and alias configuration..................................................... 406
Outgoing email.............................................................................................................. 406
Mailbox requirements.................................................................................................... 407
Chapter 35: Performance optimization......................................................................... 408
Contact Center Manager Server services performance impact.......................................... 408
Host Data Exchange................................................................................................ 408
Guidelines to minimize capacity requirements.................................................................. 410
Steady state operation............................................................................................. 410
Guidelines for steady state operation........................................................................ 410
Guidelines for non-steady state operation.................................................................. 410
Contact Center Manager Administration performance....................................................... 411
Contact Center Manager Administration contact center server network impact............. 411
Contact Center Manager Administration client performance.............................................. 413
Contact Center Manager Client CPU impact.............................................................. 413

Contents
Contact Center Manager Administration CPU load reduction............................................ 414

Contact Center Manager Administration server.......................................................... 414
Contact Center Manager Administration client........................................................... 414
Contact Center Multimedia customer contact ratio............................................................ 414
Contact Center Multimedia bandwidth recommendations.................................................. 415
Communication Control Toolkit guidelines to minimize capacity requirements.................... 415
Steady state operation............................................................................................. 416
Guidelines for steady state operation........................................................................ 416
Guidelines for non-steady state operations................................................................ 416
Network Traffic........................................................................................................ 416
Part 5: Security................................................................................................................. 418
Chapter 36: Security....................................................................................................... 419
Contact Center server security....................................................................................... 419
Stand-alone server security...................................................................................... 419
Network security...................................................................................................... 419
Secure TLS communications in Contact Center............................................................... 420
HTTPS and Transport Layer Security basics............................................................. 420
Contact Center certificate store................................................................................ 421
Contact Center Certificate Manager.......................................................................... 425
Multimedia Contact Server deployments with TLS security......................................... 427
TLS security in a High Availability environment.......................................................... 427
TLS security in a Proactive Outreach Manager integration.......................................... 428
Migrating secured Contact Center systems ............................................................... 428
Contact Center Certificate store notifications............................................................. 428
Avaya Security Advisories.............................................................................................. 429
Secure Access Link feature............................................................................................ 429
Secure RTP in Contact Center....................................................................................... 430
Secure communications for third-party or custom applications.......................................... 431
Contact Center Manager Server port requirements.......................................................... 431
Contact Center Manager Administration port requirements............................................... 433
Contact Center Multimedia port requirements.................................................................. 434
Communication Control Toolkit port requirements............................................................ 435
®
Avaya Aura Media Server port requirements.................................................................. 436
Agent Desktop network ports.......................................................................................... 438
®
Avaya Aura Presence Services port requirements.......................................................... 438

Chapter 1: Introduction
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

Documentation

information about considerations for
upgrading your existing suite of Contact
Center is also included. This document
contains strategies and requirements to
plan your network configuration and
prepare your servers for Contact
Center software installations.
Avaya Aura® Contact Center and This document describes the solution Customers and sales,
Avaya Aura® Unified architecture, suggested topologies, and services, and support
Communications Solution Description capacities for the Avaya Aura® Unified personnel
Communications platform. This
document also describes the features
and functional limitations of certain
configurations.
Avaya Aura® Contact Center and This document describes the solution Customers and sales,
Avaya Communication Server 1000 architecture, suggested topologies, and services, and support
Solution Description capacities for the Avaya personnel
Communication Server 1000 platform.
This document also describes the
features and functional limitations of
certain configurations.
Avaya Aura® Contact Center This document describes available Customers and sales,
Documentation Catalog Avaya Aura® Contact Center services, and support
documentation resources and indicates personnel
the type of information in each
document.
Avaya Aura® Contact Center This document contains definitions for Customers and sales,
Terminology the technical terms specific to Contact services, and support
Center. personnel
Contact Center Performance This document contains reference System administrators and
Management Data Dictionary tables that describe the statistics and contact center supervisors
data in the historical and real-time
reports generated in Contact Center.
Implementing
Avaya Aura® Contact Center and This document contains information Implementation personnel
Avaya Aura® Unified and procedures to integrate the Avaya
Communications Integration Aura® Unified Communications platform
with Contact Center.
Avaya Aura® Contact Center and This document contains information Implementation personnel
Avaya Communication Server 1000 and procedures to integrate the Avaya
Integration Communication Server 1000 platform
with Contact Center.
Deploying Avaya Aura® Contact This document contains information Implementation personnel
Center DVD for Avaya Aura® Unified about Contact Center DVD installation,
Communications initial configuration, and verification for

Introduction

the Avaya Aura® Unified
Communications platform.
Deploying Avaya Aura® Contact This document contains information Implementation personnel
Center DVD for Avaya about Contact Center DVD installation,
Communication Server 1000 initial configuration, and verification for
the Avaya Communication Server 1000
platform.
Deploying Avaya Aura® Contact This document describes how to deploy Implementation personnel
Center Software Appliance for Avaya the Avaya Aura® Contact Center
Aura® Unified Communications Software Appliance for the Avaya Aura®
Unified Communications platform.
Avaya Aura® Contact Center This document contains information for Implementation personnel
Commissioning for Avaya Aura® Contact Center preparation, process,
Unified Communications initial configuration, and verification of
the installation on the Avaya Aura®
Unified Communications platform.
Avaya Aura® Contact Center This document contains information for Implementation personnel
Commissioning for Avaya Contact Center preparation, process,
Communication Server 1000 initial configuration, and verification of
the installation on the Avaya
Avaya Aura® Contact Center and This document provides conceptual Implementation personnel
Proactive Outreach Manager and procedural information on the
Integration integration between Avaya Aura®
Contact Center (AACC) and Avaya
Proactive Outreach Manager (POM); it
describes the tasks required for AACC
and POM integration.
Upgrading and patching Avaya Aura® This document contains information Implementation personnel
Contact Center and procedures to upgrade from and system administrators
previous releases to Contact Center,
migrating the databases, and
information and procedures to
download and install service packs.
Administering
Avaya Aura® Contact Center Server This document contains information System administrators
Administration and procedures for day-today
maintenance of all servers in the
Contact Center suite, including server
maintenance tasks, administrative
tasks, managing data, configuring data
routing, performing archives, and
backing up data. It also describes the
optional configuration procedures for
server configuration.

Documentation

®
Avaya Aura Contact Center Client This document contains information System administrators and
Administration and procedures to configure the users contact center supervisors
and user access, skillsets, server
management, and configuration data in
the Contact Center database.
Using Contact Center Orchestration This document contains information System administrators
Designer and procedures to configure script and
flow applications in Contact Center
Orchestration Designer.
Maintaining
Maintaining Avaya Aura® Contact This document contains routine System administrators and
Center maintenance procedures such as support personnel
installing service packs, and
maintaining the databases for the
Contact Center system.
Troubleshooting Avaya Aura® This document contains system-wide System administrators and
Contact Center troubleshooting information and support personnel
procedures for Contact Center
hardware, software, and network.
Contact Center Event Codes This document contains a list of errors System administrators and
in the Contact Center suite and support personnel
recommendations to resolve them.
This document is a Microsoft Excel
spreadsheet.
Using
Using Avaya Aura® Contact Center This document contains procedures to System administrators and
Reports and Displays generate performance reports, and to contact center supervisors
monitor and analyze performance data
and performance measurements.
Using Agent Desktop for Avaya This document provides information Contact center agents and
Aura® Contact Center and procedures for agents who use the supervisors
Agent Desktop application to accept,
manage, and close contacts of all
media types in Contact Center.
Using the Contact Center Agent This document provides information Contact center agents
Browser application and procedures for agents who use the
Agent Browser application to log on to
Contact Center and perform basic
tasks.

Introduction
Related resources
Training
Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya
products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
Procedure
• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one
of the following actions:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
perform one of the following actions:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos posted
on the website.
Note:
Videos are not available for all products.
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.

Chapter 2: Changes in this release
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.
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.
Automatic insertion of a leading digit before dialing numbers

using Agent Desktop Phonebook
In Contact Center Release 7.0, administrators can configure a setting that gives agents the ability to
automatically add a leading digit before dialing of any number using Agent Desktop Phonebook. If
administrators enable this feature, the plus sign (+) before the phone numbers in Phonebook is
replaced with a trunk access code. The trunk access code is added before the phone number.
Therefore, agents do not need to manually add a leading digit to call externally or forward a call
using Phonebook.

Changes in this release
Avaya Aura® Contact Center Ignition Wizard

Avaya Aura® Contact Center Release 7.0 introduces a configuration utility called the Ignition Wizard.
After you install Avaya Aura® Contact Center software, you use the Ignition Wizard to configure the
initial networking, locale, administration, and licensing solution details.
If you know the contact center solution details, you can run the Ignition Wizard directly after
installing the Avaya Aura® Contact Center software. Alternatively, you can install the Avaya Aura®
Contact Center software and then defer running the Ignition Wizard until you know the solution
details. This gives you the flexibility to install the server software and then, at a later date or different
location, configure the solution details.
You must use the Ignition Wizard to initialize Avaya Aura® Contact Center, otherwise Avaya Aura®
Contact Center is not operational.
Avaya Aura® Contact Center supports Microsoft Windows Server

2012 R2
Avaya Aura® Contact Center Release 7.0 is supported on the Microsoft Windows Server 2012 R2
operating system. Avaya Aura® Contact Center Release 7.0 is not supported on Microsoft Windows
Server 2008 R2. Customers upgrading to Avaya Aura® Contact Center Release 7.0, must migrate to
a new Microsoft Windows Server 2012 R2 server.
Avaya Callback Assist integration

Avaya Aura® Contact Center (AACC) Release 7.0 supports integration of the Avaya Callback Assist
(CBA) snap—in application, for SIP-enabled contact centers.
Avaya Callback Assist is an application developed on Avaya Aura® Experience Portal that enables
customers calling a contact center to request a call back. For example, a customer can decide that
the estimated wait time to speak to an agent is too long. The customer can request a call back, so
that when an agent becomes available, the contact center calls the customer.
An Avaya application note describes the integration between SIP-enabled AACC and CBA. Check
http://support.avaya.com for the most recent application note on CBA integration with AACC.
Avaya Media Server changes

Avaya Media Server is now called Avaya Aura® Media Server. Avaya Aura® Contact Center Release
7.0 supports only Avaya Aura® Media Server Release 7.7.
Avaya Aura® Contact Center Release 7.0 no longer requires or uses the Contact Center Services
for Avaya Media Server (CCSA) component. Avaya Aura® Contact Center Release 7.0 integrates

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).
Contact Center Agent Browser application

Contact Center Release 7.0 includes an 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 is supported in SIP-enabled Contact Center solutions only.

Contact Center Manager Administration password expiry

In Contact Center Release 7.0, administrators can configure that the password used for Contact
Center Manager Administration (CCMA) expires after a specified duration. By default, the CCMA
password expiry feature is disabled.
If administrators enable the password expiry feature, by default the CCMA password expires after
30 days and CCMA also displays a CCMA password expiry warning 14 days prior to password
expiry. Administrators can configure both the expiry period and the password expiry warning
duration using the CCMA Security Settings dialog.
Contact Center Manager Administration support for Caché

database
In Contact Center Release 7.0, Contact Center Manager Administration (CCMA) stores information
in a Caché database. Contact Center Release 7.0 stores agent, user, statistical, scheduling, and
reporting information in Caché databases. This simplifies Contact Center data management,
migration, and maintenance. This also simplifies the resiliency configuration processes.
In Contact Center Release 7.0, Contact Center Manager Administration (CCMA) does not store
information using Active Directory Lightweight Directory Services (AD-LDS) or Microsoft Access
databases.
Contact Center services secured by default

Contact Center includes a number of services and connections that you can secure using Transport
Layer Security (TLS). By default, Contact Center installs commonly used Web services and CTI
connections with security enabled. This feature includes enhancements to the Contact Center
Certificate Management tool to make it easier to manage server and root certificates.
On a new Contact Center install, the following connections and services use TLS by default:
• Contact Center Manager Administration (CCMA)
• Contact Center Multimedia (CCMM) Administration
• Agent Desktop
• Multimedia Services
• Orchestration Designer
• Outbound Campaign Management Tool
• Contact Center Web Services
• Communication Control Toolkit (CCT) Web Administration
You can turn off Web services security after installation and initial configuration. If you choose to
leave Web Services security enabled, replace the Contact Center default certificate store with a new

Feature changes
certificate store containing a signed server certificate and root certificate from your Certificate
Authority (CA).
Crystal Reports replacement with Microsoft SQL Server Reporting

Services
In Avaya Aura® Contact Center Release 7.0, Microsoft SQL Server Reporting Services (SSRS)
replaces Crystal Reports as the historical reporting presentation engine. Avaya Aura® Contact
Center Release 7.0 retains the full set of historical report templates previously available.
Avaya Aura® Contact Center Release 7.0 supports Report Creation Wizard (RCW), and customers
can migrate existing RCW generated reports based on Crystal Reports to Avaya Aura® Contact
Center Release 7.0 SSRS-based templates.
Custom reports built outside of RCW, for example using Crystal Designer, cannot be migrated to
Avaya Aura® Contact Center Release 7.0. You can either manually recreate these custom reports in
SSRS format, or use an external Crystal instance, which you provide, with the AACC database
views.
Database restore not required for reinstating Mission Critical High

Availability
After a managed switchover, administrators do not need to restore the database from the new active
server to the standby server to re-instate HA.
A managed switchover is a switchover initiated by the administrator or caused by a Contact Center
software service outage.
Emergency license expiry notification

When an emergency license is provided to a customer, a daily Windows event is generated. The
Windows event warns the customer of the number of days left for the emergency license to expire.
Customers can then address the situation in which the Avaya customer service representative
provided the emergency license, before the emergency license expires. For example, if your Avaya
customer service representative activates the emergency license file on your system because the
connection between Contact Center License Manager and Contact Center Manager Server cannot
be fixed within the 30-day grace period, then you can use the emergency license to re-establish the
connection between Contact Center License Manager and Contact Center Manager Server.

Force password change when users log on to Contact Center

Manager Administration for the first time
In Contact Center Release 7.0, administrators can configure a setting, using the CCMA Security
Settings dialog that forces users to change their password when users log on to Contact Center
Manager Administration for the first time. By default, the force password change feature is disabled.
Passwords must not match the previous password and must contain the following:
• Only English and special characters
• 8 to 20 characters
• A number
• An uppercase letter
• A lowercase letter
• No spaces
New Avaya Aura® Contact Center minimum hardware

specifications
Avaya Aura® Contact Center Release 7.0 continues to support Platform Vendor Independence (PVI)
for physical server hardware deployments. Avaya Aura® Contact Center Release 7.0 defines three
new minimum levels of hardware specification; a new Entry-level, a new Mid-range, and a new
High-end server hardware specification. For Avaya Aura® Contact Center Release 7.0 installations
on physical servers, only the new PVI server hardware specifications are supported.
New Avaya Aura® Contact Center minimum virtual machine

specifications
Avaya Aura® Contact Center Release 7.0 continues to support VMware and virtualization. Avaya
Aura® Contact Center Release 7.0 defines three new minimum levels of virtual machine
specification; a new Entry-level, a new Mid-range, and a new High-end virtual machine specification.
For virtualized Avaya Aura® Contact Center Release 7.0 installations on virtual machines, only the
new virtual machine specifications are supported.
Password aging in Contact Center Manager Administration

Password aging protects organizations from malicious users gaining unauthorized access to
Contact Center, because a stolen password is useful to the intruder only for a limited time.

Feature changes
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.
Serviceability enhancements in Contact Center 7.0

The following are the serviceability enhancements in Contact Center 7.0:
• Upgraded third-party controls in Agent Desktop
• Enhanced security in Contact Center Manager Administration
• Prevention of Orchestration Designer flow application changes until all Contact Center services
start
Support for adding company images and logos to signatures

Contact Center Release 7.0 supports adding company images and logos to email signatures and
automatic email signatures. Automatic signatures are automatically added at the bottom of an
outgoing email message.
Support for copying the CLID of a customer using Agent Desktop

In Contact Center Release 7.0, the agents can use the Copy CLID button on the Agent Desktop
toolbar to copy the Calling Line Identification (CLID) number of a customer to the clipboard. Agents
can copy the telephone number of the caller when administrators configure Agent Desktop to
display the name of the caller using the contacts directory integration.
For incoming calls, Agent Desktop copies the value of the AD_CLID intrinsic when agents click the
Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER
intrinsic when agents click the Copy CLID button.
Note:
Agents can copy the CLID of a customer using Agent Desktop only for voice calls in a SIP-
enabled Contact Center.

Support for displaying login history in Contact Center Manager

Administration, Agent Desktop, and Certificate Manager
In Contact Center Release 7.0, Contact Center Manager Administration, Agent Desktop, and
Certificate Manager display the date and time of your last login. Contact Center Manager
Administration and Certificate Manager also displays the number of failed login attempts before a
successful login. With the number of failed attempts, users can identify whether a malicious user
tried to log in with their credentials after the last successful login.
By default the login history out feature is disabled. Administrators can enable this feature using the
CCMA Security Settings dialog.
Support for forced Not Ready reason codes

In Contact Center Release 7.0, administrators can configure a setting that forces agents and
supervisor/agents to enter a Not Ready reason code when changing their status to Not Ready.
Note:
The default code or no code applies when Contact Center returns the contact to a queue
because the contact has not been answered within the presentation class guidelines set for the
agent.
When a logged in agent exits Agent Desktop by clicking X in the Top bar, the agent goes into
the Default Not Ready state.
Support for Remote Geographic Node server with no HA at the

campus
In SIP solutions on the Avaya Aura® Unified Communications (UC) platform, Contact Center no
longer requires High Availability (HA) at the campus to support a Remote Geographic Node (RGN)
server. An RGN server on a remote geographic site can shadow a single server at the campus, for
data resiliency and disaster recovery.
Support for scripting using CLID and Wild CLID in SIP

environments
Contact Center Release 7.0 supports scripting using Calling Line ID (CLID) and Wild CLID intrinsics
when creating workflows or scripts for a SIP deployment.

Feature changes
Support for up to 3000 Web chat sessions with EWC

Customers who require large numbers of Web chat sessions can use the Avaya Aura® Contact
Center Enterprise Web Chat (EWC) SDK instead of Web Communications. Use EWC if your
requirement is greater than the maximum number of supported CCMM Web Communications chat
sessions. EWC can support up to 3000 simultaneous Web chat sessions.
Temporary lock out of Contact Center Manager Administration

users
In Contact Center Release 7.0, administrators can configure a setting which temporarily locks out
Contact Center Manager Administration (CCMA) users, if users incorrectly enter the application
password a specified number of times.
By default the temporary lock out feature is disabled. If administrators enable the temporary lock out
feature, by default users can incorrectly enter the password three times before CCMA locks the user
account for three minutes. Administrators can configure both the number of times that the users can
enter an incorrect password and the lock out period using the CCMA Security Settings dialog.
Upgrade to Avaya one-X® Agent Release 2.5.5 in Agent Desktop

Contact Center Release 7.0 upgrades the Avaya one-X® Agent version from Release 2.5 to Release
2.5.5 in Agent Desktop. Agent Desktop uses Avaya one-X® Agent in the My Computer mode as an
embedded softphone.
Important:
Avaya one-X® Agent does not support Windows 8.1 and Windows 10.
Web Services security enhancements

Release 7.0 includes multiple enhancements to improve the security of Web Services.
Prevent Cross Site Tracing
Contact Center disables the methods that allow Cross Site Tracing, to remove this vulnerability.
Web server version disclosure
Contact Center no longer responds to requests with the Web server version. This prevents a
common probe used to determine the Web server version, so that attackers can exploit known
vulnerabilities for that server version.

User Interface Redress prevention

It is no longer possible to embed the Contact Center Manager Administration (CCMA) pages in
forms, and this reduces the vulnerability to UI Redress attacks. UI Redress attack is a malicious
technique that tricks a Web user into clicking something different from what they think they are
clicking.
Implement strong cipher support for WebLM service
Contact Center implements only up-to-date strong ciphers for WebLM embedded in the Contact
Center Tomcat instance. Obsolete and redundant ciphers are no longer available for secure
communications.
Tomcat directory listing disabled
Contact Center disables the directory listing attribute in the Tomcat instance. This prevents the
possibility of an attacker traversing the directory structure.
Not supported in this release

See the following sections for information about the features and integrations not supported in
Avaya Aura® Contact Center Release 7.0.
Agent Greeting is no longer supported with Avaya

Communication Server 1000
Avaya Aura® Contact Center solutions integrated with an AML-based Avaya Communication Server
1000 switch no longer supports the Agent Greeting feature.
Avaya Aura® Contact Center solutions integrated with a SIP-enabled Avaya Aura® Unified
Communications platform continues to support Agent Greeting.
For Avaya Aura® Contact Center Release 7.0, Agent Greeting is no longer an Avaya Aura® Media
Server based application. The Agent Greeting application is now deployed on an AACC Tomcat
instance. This change has no effect on agents and supervisors using Agent Greeting. For customers
migrating to AACC Release 7.0, the Agent Greeting feature is automatically migrated from Avaya
Aura® Media Server to the AACC Tomcat instance.
Avaya Aura® Call Center Elite integration is no longer supported

Avaya Aura® Contact Center Release 7.0 does not support integration with Avaya Aura® Call Center
Elite.

Avaya Aura® Contact Center Hardware Appliance no longer

available
Avaya Aura® Contact Center Release 7.0 is not available as a Hardware Appliance.
You can use the Avaya Aura® Contact Center Release 7.0 DVD to build a variety of contact centers,
including the Avaya Aura® Unified Communications based contact center solution formerly
implemented by the Hardware Appliance.
Avaya Aura® Contact Center no longer supports AMD processors

Avaya Aura® Contact Center Release 7.0 is not supported on servers or VMware hosts with
Advanced Micro Devices (AMD) processors. Avaya Aura® Contact Center Release 7.0 is supported
only on servers or VMware hosts with Intel processors.
Avaya Aura® Contact Center OVA file no longer available

Avaya Aura® Contact Center Release 7.0 is not available as an Open Virtual Appliance (OVA) file.
You can use the Avaya Aura® Contact Center Release 7.0 DVD or ISO image to build a range of
VMware virtual machines. Avaya Aura® Contact Center continues to support VMware virtualization,
productivity, efficiency, and flexibility. Avaya Aura® Contact Center Release 7.0 supports integration
with the Avaya WebLM Release 7.0 and Avaya Aura® Media Server Release 7.7 OVAs.
Avaya Aura® Midsize Business Template is no longer supported

Avaya Aura® Contact Center Release 7.0 does not support integration with the Avaya Aura® Midsize
Business Template (MBT) voice platform.
Avaya Aura® SIP Enablement Services is no longer supported

Avaya Aura® Contact Center Release 7.0 does not support integration with Avaya Aura® SIP
Enablement Services (SES).
Avaya Aura® Unified Communications Release 5.2 and 6.1 are no

longer supported
Avaya Aura® Contact Center Release 7.0 does not support Avaya Aura® Unified Communications
(UC) Release 5.2 and 6.1.

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.
Avaya IQ is no longer supported

Avaya Aura® Contact Center Release 7.0 does not support integration with Avaya IQ.
Avaya Remote Agent Observe is no longer supported

Avaya Communication Server 1000 and AML-based Avaya Aura® Contact Center Release 7.0 does
not support Avaya Remote Agent Observe.
SIP-enabled Avaya Aura® Contact Center Release 7.0 and Agent Desktop continue to support the
Supervisor Observe feature. The Supervisor Observe feature is integrated into Avaya Aura® Contact
Center and Agent Desktop; it does not require additional hardware.
Avaya Voice Portal integration is no longer supported

Avaya Aura® Contact Center Release 7.0 does not support integration with Avaya Voice Portal.
Avaya Aura® Contact Center supports integration with Avaya Aura® Experience Portal.
Knowledge Worker server type no longer supported

Avaya Aura® Contact Center Release 7.0 does not support the Knowledge Worker server type.
Customers with an existing Knowledge Worker solution can migrate to an Avaya Aura® Contact
Center Release 7.0 Voice and Multimedia Contact Server or a Voice Contact Server.
Microsoft Exchange Server supported versions

Contact Center Release 7.0 does not support Microsoft Exchange Server 2003. Contact Center
Release 7.0 supports only Microsoft Exchange Server 2007, Microsoft Exchange Server 2010, and
Microsoft Exchange Server 2013.

Microsoft Internet Explorer releases no longer supported

Contact Center Release 7.0 does not support Microsoft Internet Explorer releases 8.0 or 9.0.
Contact Center Release 7.0 supports only Microsoft Internet Explorer 10.0 (32-bit version only), and
11.0 (32-bit version only).
Microsoft Office Communications Server integration is no longer

supported
Avaya Aura® Contact Center Release 7.0 does not support integration with Microsoft Office
Communications Server (OCS). SIP-enabled Avaya Aura® Contact Center supports integration with
Microsoft Lync and Avaya Aura® Presence Services.
Microsoft Windows Server 2008 is no longer supported

Avaya Aura® Contact Center Release 7.0 is supported only on Microsoft Windows Server 2012 R2.
Avaya Aura® Contact Center Release 7.0 is not supported on Microsoft Windows Server 2008 R2.
Customers upgrading to Avaya Aura® Contact Center Release 7.0 must migrate to a new Microsoft
Windows Server 2012 R2 server.
Microsoft Windows XP and Windows Vista are no longer

supported
Avaya Aura® Contact Center and Agent Desktop Release 7.0 do not support Microsoft Windows XP
or Microsoft Windows Vista. Avaya Aura® Contact Center and Agent Desktop Release 7.0 support
Microsoft Windows 7, 8.1 and 10.
Multimedia Complement for Elite server type no longer supported

Avaya Aura® Contact Center Release 7.0 does not support the Multimedia Complement for Elite
server type. Customers with an existing Multimedia Complement for Elite solution can migrate to an
Avaya Aura® Contact Center Release 7.0 Voice and Multimedia Contact Server.

No Switch Configured Multimedia Only server type is no longer

supported
Avaya Aura® Contact Center Release 7.0 does not support the No Switch Configured - Voice and
Multimedia Contact Server with Avaya Media Server installation option. In Avaya Aura® Contact
Center Release 7.0, for multimedia-only solutions, install a Voice and Multimedia Contact Server but
do not configure the voice-related options.
Offsite Agent is no longer supported on the Avaya

Communication Server 1000 platform
Avaya Aura® Contact Center Release 7.0 does not support Offsite Agent on the Avaya
SIP-enabled Contact Center supports Offsite Agent, using the Avaya Aura® Unified Communication
platform Telecommuter mode feature.
Secure Sockets Layer communications is no longer supported

Contact Center Release 7.0 does not support Secure Sockets Layer (SSL) for secure connections.
Contact Center supports only Transport Layer Security (TLS). This is to remove security
vulnerabilities that exist in SSL.
Third-party or custom applications connecting to Contact Center must support TLS 1.0 or later.
Removal of support of SSL can have implications for existing third party or custom applications.
Before migrating from a previous Release, check third-party or custom applications that connected
securely to Contact Center, to ensure that these applications support TLS.
Security Framework server type no longer supported

Avaya Aura® Contact Center Release 7.0 does not support the Security Framework server type.
Customers with an existing Security Framework server can change to a single sign-on (SSO)
configuration based on an Avaya Aura® System Manager.
SER Predictive Outbound no longer supported

Avaya Aura® Contact Center Release 7.0 does not support integration with SER Predictive
Outbound solutions. If your solution requires predictive dialing capabilities, you can integrate Avaya
Aura® Contact Center with Avaya Proactive Outreach Manager.

SIP-enabled CS1000 integration is no longer supported

Avaya Aura® Contact Center Release 7.0 does not support integration with SIP-enabled Avaya
Communication Server 1000 (CS1000).
You can migrate from SIP-enabled Avaya Communication Server 1000 solutions to Avaya Aura®
Contact Center Release 7.0 on the Avaya Aura® Unified Communications voice platform.

Part 1: Overview

Chapter 3: Avaya Aura® Contact Center
feature description
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-

Avaya Aura® Contact Center feature description
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:
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:
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.

Contact Center components
Contact Center components

The Contact Center application suite consists of the following main components:
• Contact Center Manager Server (CCMS)—The core contact center component, which provides
intelligent call routing.
• Avaya Aura® Media Server—This is a software based media processing platform for the
Contact Center.
• Contact Center Manager Administration (CCMA)—A component that provides browser-based
access to the contact center for administrators and supervisors.
• Contact Center License Manager (LM)—A component that provides centralized licensing and
control of all Contact Center suite components and features across the Contact Center suite.
• Contact Center Manager Server Utility—A component used to monitor and maintain Contact
Center Manager Server activity.
• Network Control Center (NCC) server (optional)—The server in a Contact Center Manager
network that manages the Network Skill-Based Routing (NSBR) configuration and
communication between servers.
• Communication Control Toolkit (CCT)—A client/server application that helps you implement
Computer Telephony Integration for installed and browser-based client integrations.
• Contact Center Multimedia (CCMM) —A contact center application that provides multimedia
contact support.
• Orchestration Designer (OD)—A graphical workflow application that you can use to program
Avaya Aura® Contact Center applications. OD provides a graphical editor to create Contact
Center Task Flow Executor (TFE) flows.
Contact Center client components

The Contact Center client components consist of the following components:
• Contact Center Manager Client—Client PCs used to administer the server and to monitor
contact center performance using a browser-based interface. The number of these computers
is usually proportional to the number of agents in the contact center.
• Avaya Agent Desktop—Agent Desktop is a single-interface client application used by contact
center agents to interact with customers. Agent Desktop agents can respond to customer
contacts through a variety of media, including phone, outbound contacts, email, Web
communication, Fax messages, voice mail messages, scanned documents, SMS text
messages, social networking, and instant messaging.
• Agent Browser application—Voice-only Contact Center agents can use the Agent Browser
application to log on to Contact Center and perform basic tasks such as logging on or off,
changing status, or setting codes.

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®
platform Media Server
Voice and Multimedia Contact • Contact Center Manager Server
Server with Avaya Aura®
Media Server
• Avaya Aura® Media Server Windows
version
Voice Contact Server Only • Contact Center Manager Server
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

Installation configurations
Voice platform Server type Components

Voice Contact Server Only • Contact Center Manager Server
Multimedia Contact Server • Contact Center Multimedia
Only
All voice platform types Network Control Center • Contact Center Manager Server
Server Only
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.

Server types and server specifications overview

The following table summarizes the supported Avaya Aura® Contact Center deployments for each
server type. The table shows which server specification each Avaya Aura® Contact Center server
type requires when installed on a physical server or on a virtual machine.
Table 1: Supported server specifications for each server type
Server type Voice Physical server Virtual machine

platform Entry- Mid- High-end Entry- Mid- High-
- PABX level range server level range end
server server virtual virtual virtual
machine machine machine
Voice and Multimedia Aura SIP No Yes Yes No No No
Contact Server with
Avaya Aura® Media
Server
Voice and Multimedia Aura SIP No Yes Yes No Yes Yes
Contact Server without CS 1000 No Yes Yes No Yes Yes
Avaya Aura® Media
Server
Voice Contact Server Aura SIP Yes Yes Yes Yes Yes Yes
Only CS 1000 Yes Yes Yes Yes Yes Yes
Multimedia Contact Aura SIP Yes Yes Yes Yes Yes Yes
Server Only CS 1000 Yes Yes Yes Yes Yes Yes
Multimedia Contact Aura SIP No Yes Yes No Yes Yes
Server Only – Enterprise
Web Chat
Voice and Multimedia No No Yes Yes No No No
Contact Server with Switch
Avaya Aura® Media Configur
Server ed
Network Control Center N/A Yes Yes Yes Yes Yes Yes
Server
Avaya Aura® Media Aura SIP No Yes Yes No Note 1 Note 1
Server standalone on
Linux
Avaya Aura® Contact Aura SIP N/A N/A N/A No No Yes
Center software appliance
• Note 1: Virtualized Avaya Aura® Media Server is supported only on a 4 vcpu or 8 vcpu virtual machine.

Installation configurations for Avaya Aura® Unified Communications platform
Installation configurations for Avaya Aura® Unified

Communications platform
Each SIP-enabled Avaya Aura® Contact Center solution based on the Avaya Aura® Unified
Communications platform must contain the following:
• One Voice and Multimedia Contact Server with Avaya Aura® Media Server. This server type is
suitable for small to medium contact centers not using High Availability. [Requires one Contact
Center Windows server.]
OR
• One Voice and Multimedia Contact Server without Avaya Aura® Media Server and one or more
Avaya Aura® Media Server on Linux servers. These server types are suitable for small to
medium contact centers not currently using High Availability. [Requires one Contact Center
Windows server, and one or more Contact Center Linux servers.]
OR
• Two Voice and Multimedia Contact Servers without Avaya Aura® Media Server and two or
more Avaya Aura® Media Server on Linux servers. These server types are suitable for small to
medium contact centers using High Availability. [Requires two Contact Center Windows
servers, and two or more Contact Center Linux servers.]
OR
• One Voice Contact Server, one Multimedia Contact Server, and one or more Avaya Aura®
Media Server on Linux servers. These server types are suitable for large contact centers not
currently using High Availability. [Requires two Contact Center Windows servers, and one or
more Contact Center Linux servers.]
OR
• Two Voice Contact Servers, two Multimedia Contact Servers, and two or more Avaya Aura®
Media Server on Linux servers. These server types are suitable for large contact centers using
High Availability. [Requires four Contact Center Windows servers, and two or more Contact
Center Linux servers.]
The following server type is optional:
• Optional Network Control Center Server Only. [Requires one Contact Center Windows server.]

Supported Avaya Aura® Media Server and Avaya WebLM

deployment options
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.
The following table shows an overview of the Avaya Aura® Media Server and Avaya WebLM
deployment options supported by each of the SIP-enabled Avaya Aura® Contact Center server type.
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.

Installation configurations for Avaya Communication Server 1000 platform
Installation configurations for Avaya Communication

Server 1000 platform
Each AML-based Avaya Aura® Contact Center solution using the Avaya Communication Server
1000 platform must contain the following:
• One Voice and Multimedia Contact Server. This server type is suitable for small to medium
contact centers not currently using High Availability. [Requires one Contact Center Windows
server.]
OR
• Two Voice and Multimedia Contact Servers. These server types are suitable for small to
medium contact centers using High Availability. [Requires two Contact Center Windows
servers.]
OR
• One Voice Contact Server and one Multimedia Contact Server. These server types are suitable
for large contact centers not currently using High Availability. [Requires two Contact Center
Windows servers.]
OR
• Two Voice Contact Servers and two Multimedia Contact Servers. These server types are
suitable for large contact centers using High Availability. [Requires four Contact Center
Windows servers.]
The following supported server type is optional:
• Optional Network Control Center Server Only. [Requires one Contact Center Windows server.]
Avaya Aura® Contact Center Software Appliance

deployment option
Avaya Aura® Contact Center Release 7.0 offers a software appliance package for small to medium
sized solutions virtualized using VMware. The Avaya Aura® Contact Center software appliance
package consists of the following components:
• Avaya Aura® Contact Center virtual machine
• Avaya Aura® Media Server OVA
• Avaya WebLM OVA
These components integrate with an Avaya Aura® Unified Communications platform to build a SIP-
enabled contact center solution.
You can use a single Open Virtual Appliance (OVA) package to distribute a virtual appliance. For
example, an Avaya Aura® Media Server OVA package includes all of the Open Virtualization Format
(OVF) information required to create an Avaya Aura® Media Server virtual appliance on a VMware

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.
Avaya Aura® Contact Center domain and workgroup

support
The following specifies Avaya Aura® Contact Center (AACC) support for Windows (Active Directory)
domains and workgroups:
• SIP-enabled AACC solutions require a domain; they are not supported in workgroups. This
solution type supports High Availability only in a domain.
• Multimedia-only AACC solutions are supported in a domain or in a workgroup. This solution
type supports High Availability only in a domain.
• Avaya Communication Server 1000 AML-based contact center solutions using Communication
Control Toolkit, Contact Center Multimedia, or Avaya Agent Desktop are supported in a domain
or in a workgroup. This solution type supports High Availability only in a domain.
• Avaya Communication Server 1000 AML-based voice-only solutions not using Communication
Control Toolkit, Contact Center Multimedia, and Avaya Agent Desktop are supported in a
domain or in a workgroup. This solution type supports High Availability in a workgroup or in a
domain.
Avaya Aura® Contact Center domain considerations
Avaya Aura® Contact Center supports only a Windows Server Active Directory domain. Avaya Aura®
Contact Center supports a single forest implementation. Avaya Aura® Contact Center supports
agent integration within only those domains in the same forest as the Avaya Aura® Contact Center
domain. Avaya Aura® Contact Center does not support agent integration across multiple forests, or
in domains outside the Avaya Aura® Contact Center forest.
All Avaya Aura® Contact Center servers must be in the same Windows Active Directory domain. All
Avaya Aura® Contact Center servers must be registered with the same Windows Active Directory
Domain Controller. All Avaya Agent Desktop clients must be registered in this domain, or in domains
with a two-way trust relationship with this Avaya Aura® Contact Center server domain.
The Avaya Aura® Contact Center firewall policy defines the services, network ports, and Windows
accounts necessary for contact center voice and multimedia functionality. Avaya Aura® Contact
Center does not provide or install a group policy. A group policy manages and configures software
applications and user settings in a given environment. Avaya Aura® Contact Center cannot be
customized to accommodate individual corporate domain structures or group policies, so corporate
domains must meet Avaya Aura® Contact Center requirements.

Avaya Aura® Contact Center firewall considerations
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.
Avaya Aura® Contact Center firewall considerations

Avaya Aura® Contact Center deploys a customized Windows Firewall Security policy. After you
install Avaya Aura® Contact Center, Avaya recommends that you do not make changes to the
AACC Firewall Policy.
When you install a Service Pack on your Contact Center server, the Service Pack applies the most
recent version of the AACC Firewall Policy; any changes previously made to the AACC Firewall
Policy are therefore lost. If you make changes to the AACC Firewall Policy, you must manually track
and manage these changes.

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
Avaya Contact Center Update Manager

Use the Avaya Contact Center Update Manager to view the patches currently on a Contact Center
server. You can use Avaya Contact Center Update Manager to install and un-install patches in the
correct order. You must install patches for each server application in order of patch number (01, 02,
03).
System Control and Monitor Utility

The System Control and Monitor Utility is a common utility that you can use on Contact Center
servers to monitor the services and shut them down.
The functionality of the utility is split between separate tabs for each installed Contact Center
application. In addition, a summary of the progress appears on the main tab.

Common utilities
Contact Center Process Monitor

Contact Center Process Monitor is a tool that you use to influence the CPU usage of Contact Center
processes. The Process Monitor provides monitoring and control features to ensure that no process
can over consume CPU cycles and compromise the operation of the Contact Center.
Each process is monitored according to parameters for CPU usage. Control over processes is
exercised by changing the priorities when usage exceeds defined values.
You must change the Contact Center Process Control only if you have serious performance issues.
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.
Grace Period Reset

If a communication error occurs between the Contact Center Manager Server or Communication
Control Toolkit and the Contact Center License Manager, normal operation of the Contact Center
Manager Server or Communication Control Toolkit runs for the duration of the grace period. Use the
Grace Period Reset application to reset the licensing file.
For more information, see Update licensing grace period on page 72.
Trace Control Utility

Trace Control is a utility used to manage traces for the Contact Center servers. The primary function
is to provide a common user interface for the administrator to effectively manage trace settings for
various services.
A trace logs information provided by a component such as operations or issues and errors.
Automated Log Archiver

With a small number of exceptions (HDC, Toolkit, and Avaya Aura® Media Server), all component
logging is now on by default. A circular logging process occurs with a similar file name to configure a
number of log files for each server. The user configures the amount of disk space for each
component log.
The log files for each component are configured in a circular manner. For each component, you can
configure:
• the number of log files for each component
• size limit of each log file
The default log directory on every server is D:\Avaya\Logs\<product name>; <product name>
is the name of the component. Each log file uses a standard naming convention:
<product_name>_<component name>_<order number>.log. The timestamps in the log file
follow a consistent format: YYYY-MM-DD hh:mm:ss.sss.

Upgrades versus migrations
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.
Upgrades versus migrations

Upgrade: An Avaya Aura® Contact Center software upgrade is done on an existing Avaya Aura®
Contact Center server. An upgrade can include installing the most recent Avaya Aura® Contact
Center service pack, feature pack, a patch, or third-party software.
Migration: Install a new Microsoft Windows 2012 R2 server. Install Avaya Aura® Contact Center
Release 7.0 software on the new server and then import or migrate the data from a previous
Contact Center server.
Avaya Aura® Contact Center Release 7.0 is supported only on the Microsoft Windows Server 2012
R2 operating system.
Avaya Aura® Contact Center Release 6.x is supported only on the Microsoft Windows Server 2008
R2 operating system. Because the operating system has changed, you cannot upgrade from Avaya
Aura® Contact Center Release 6.x to Avaya Aura® Contact Center Release 7.0. You can migrate the
agent and statistical information from your existing Avaya Aura® Contact Center Release 6.x
solution to Avaya Aura® Contact Center Release 7.0. on a new Windows Server 2012 R2 server. No
information is lost in the migration.
Avaya NES Contact Center was supported only on the Microsoft Windows Server 2003 operating
system. Because the operating system has changed, you cannot upgrade from Avaya NES Contact
Center to Avaya Aura® Contact Center Release 7.0. You can migrate the agent and statistical
information from your existing Avaya NES Contact Center solution to Avaya Aura® Contact Center
Release 7.0. on a new Windows Server 2012 R2 server. No information is lost in the migration.
Upgrades from Avaya NES Contact Center (on Windows 2003 servers) to Avaya Aura® Contact
Center Release 7.0 (on Windows 2012 R2 servers) are not supported.

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.
Supported migration options

You can migrate the information from previous versions of Avaya NES Contact Center and Avaya
Aura® Contact Center to the new Avaya Aura® Contact Center Release 7.0 server types by following
the software migration procedures. Migration procedures move all historical, statistical, and
configuration information from a previous release of Contact Center to the new release of Contact
Center.
The following contact center components and servers can migrate to a Voice and Multimedia
Contact Server without Avaya Aura® Media Server:
• Migrate data from an existing Release 6.x co-resident server with Contact Center Manager
Server, Contact Center Manager Administration, Communication Control Toolkit, and Contact
Center Multimedia to a new Avaya Aura® Contact Center Voice and Multimedia Contact Server
without 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, and Contact
Center Multimedia server to one new Avaya Aura® Contact Center Voice and Multimedia
Contact Server without Avaya Aura® Media Server Release 7.0.
• Migrate data from Avaya NES Contact Center 6.0 or 7.0 to one new Voice and Multimedia
Contact Server without Avaya Aura® Media Server Release 7.0.
• Migrate a Release 7.0 Avaya Aura® Contact Center Voice and Multimedia Contact Server
without Avaya Aura® Media Server to a new server. For example, to move Voice and
Multimedia Contact Server without Avaya Aura® Media Server software from one server to a
new larger and faster server.

Supported migration options
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.
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.
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.
Single sign-on deployments

Contact Center supports single-sign on (SSO) deployments, using an identity management
mechanism that integrates with a directory services infrastructure (for example Active Directory) for
authentication of CCMA users. This helps to reduce administrative costs, and eliminates redundant
user information associated with per-application authentication solutions.
Where Contact Center implements SSO, the CCMA Internet Information Server (IIS) redirects new
CCMA client requests for the CCMA logon page to a primary security server. The primary security
server serves a logon page to the CCMA client and performs the authentication. Following a

Single sign-on deployments
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.
Figure 1: Contact Center Single Sign-On authentication sequence

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.

Chapter 4: Routing options
Avaya Aura® Contact Center provides several routing options that depend on the server
configuration, voice platform, and licensing.
CDNs and SIP Route Points

In an AML-based contact center, a Controlled Directory Number (CDN) and the associated agents
are configured on the Avaya Communication Server 1000 Call Server. A CDN is a special directory
number used to queue calls arriving at an Avaya Communication Server 1000 (CS 1000). Contact
Center Manager Server (CCMS) controls the CS 1000 CDNs. Use Contact Center Manager
Administration (CCMA) to configure which CS 1000 CDNs the CCMS server controls. When CCMS
starts up, it acquires the configured CS 1000 CDNs. When a customer call arrives at an acquired
CDN, CS 1000 notifies CCMS and waits for routing instructions. The CCMS Task Flow Executor
component uses Orchestration Designer flow applications to control, treat, and route the CDN
customer call.
SIP-enabled contact centers do not support CDNs. The SIP Route Point is on the CCMS server and
not on the PABX or switch. In a SIP-enabled contact center, the CCMS SIP Gateway Manager
(SGM) component emulates and controls the SIP Route Points. SIP Route Points are configured in
Contact Center Manager Administration using a Uniform Resource Identifier (URI), for example sip:
[email protected]. When a customer call arrives at a Route Point, the CCMS Task Flow
Executor (TFE) component uses Orchestration Designer flow applications to control, treat, and route
that Route Point customer call.
The CDNs used in AML-based solutions and the Route Points used in SIP-enabled solutions
perform the same role. They are both logical addresses used by Avaya Aura® Contact Center to
accept incoming voice contacts or as a point to which voice contacts are routed. They both enable
Avaya Aura® Contact Center to control, queue, treat, and route customer contacts. They are both
configured in Contact Center Manager Administration and associated with an application in
Avaya Aura® Contact Center also supports Open Queue Route Points. These Route Point identifiers
are used as the entry points for multimedia contacts. Open Queue Route Points are configured in
Contact Center Manager Administration.

Routing options
Contact routing at the switch

When an incoming voice contact is presented to a switch, the switch determines whether it is a
contact that requires Contact Center assistance. This determination occurs, for example, by
determining the number the customer dialed (DNIS), the customer's trunk group, or a customer
choice within an automated attendant application.
Contacts that require Contact Center or agent assistance are routed to the Contact Center through
the use of Control Directory Numbers (CDNs). A CDN is a number configured in the switch as the
entry point for all voice contacts. One or multiple CDN configurations within the Contact Center offer
defined backup parameters. Such parameters include a default agent group (ACD DN), music
treatment, and recorded announcements. These definitions are available in a backup scenario if
Contact Center is out of service or if the link between the switch and the Contact Center is down.
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
Skill-based routing is accomplished using a default or custom-made application you create in the
Orchestration Designer (OD).
Contact queuing and presentation

Contact Center facilitates the presentation of contacts to skillsets or queuing functions using one or
more of the following criteria:
• Ability—Agents have multiple skills. Each skill is represented by a Contact Center skillset.
Contacts can be queued to a skillset, for which the agent who has a particular skill and who is
available can respond based on their ability (assigned skillset). Agents can respond to many
types of inquiries based on a list of assigned skillsets.
• Personal identification—If a customer needs to speak to a specific representative, you can
designate an individual agent to handle a contact. For example, a customer can speak to the
same agent as on a previous contact to prevent the customer from having to repeat the
situation to a new agent.
• Availability—Agents can be idle because no contacts are presented to them. You can select an
agent to receive a customer inquiry because the agent is not busy. You can select an idle
agent based on a particular skillset, or choose another agent based on the length of time the
agent is idle.
• Priority—Two sets of priorities affect contact presentation to agents:
- Priority by contact: Contacts with high priority are presented to agents before calls of low
priority. Contact priorities range from 1 to 6, with 1 having the highest priority. For example,
a contact center can have service level agreements with several customer groups and want
to provide a different level of customer service based on those agreements. A customer
group with an important service level agreement (such as major corporate accounts) can be
assigned a higher priority than a customer group with a lower service level agreement (such
as small business accounts).
- Priority by agent: The agent has a priority for every skillset. Agents with high priorities for the
skillset receive contacts for the skillset before agents with low priorities. Agent priorities
range from 1 to 48, indicating the level of skill in the skillset. For example, an agent assigned
a skillset priority 1 is likely highly proficient in the skill required to effectively handle a
customer. An agent assigned a priority of 48 for a skillset can be a new employee learning
how to handle customer inquiries for that skillset.
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.

Routing options
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.
Avaya Callback Assist integration

Avaya Aura® Contact Center (AACC) supports integration with the Avaya Callback Assist (CBA)
snap-in application, for SIP-enabled contact centers.
Avaya Callback Assist is an application developed on Avaya Aura® Experience Portal that enables
customers calling a contact center to request a call back. For example, a customer can decide that
the estimated wait time to speak to an agent is too long. The customer can request a call back, so
that when an agent becomes available, the contact center calls the customer.
An Avaya application note describes the integration between SIP-enabled AACC and CBA. Check
http://support.avaya.com for the most recent application note on CBA integration with AACC.

Network Skill-Based Routing
Network Skill-Based Routing

Network Skill-Based Routing (NSBR) is an optional feature offered with Contact Center Manager.
You can use this feature to route voice contacts to various sites on a network.
Agents and skillsets are configured on a Network Control Center (NCC) and propagated to all
servers in the network. If a server has a local skillset with the same name as a network skillset, the
network skillset replaces the local skillset. For example, the BestAir Toronto server has a skillset
named Sales. When the NCC administrator creates a network skillset named Sales, the Sales
skillset at BestAir Toronto becomes a network skillset.
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.

Chapter 5: Contact Center Manager Server
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.

Operations performed on the server
- 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.

The Contact Center Manager Server gathers and routes contacts. See the following sections:
• Process voice and multimedia contacts on page 65
• Contact routing and queuing on page 66
• Multicast communication on page 66
• Network routing on page 67
Process voice and multimedia contacts

Contact Center Manager Server connects to a voice platform (PABX) to collect incoming voice
contacts. Contact Center Manager Server provides queuing, routing, reporting, and management of
incoming voice contacts.
Contact Center Manager Server can manage multimedia contacts by using the Open Queue
feature. The Open Queue is a licensed feature that provides seamless integration between Contact

Contact Center Manager Server
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.
Contact routing and queuing

Application elements create call routing schemes and treatments. Some examples of elements that
you can use to create applications include:
• Queue to Agent—Queues a contact to a specific agent or group of agents.
• Queue to Skillset—Queues a contact to a specific skillset or group of skillsets.
• Give Music—Provides a caller with music from a defined source.
• Give RAN—Provides a recorded announcement to a caller.
• Give Broadcast Announcement—Broadcasts an announcement to multiple callers at the same
time (for example, to let the caller know the voice contact can be recorded).
• Give IVR—Provides a caller with an automated way to enter and retrieve information from a
voice system while maintaining queue order.
• Collect Digits—Collects information from the caller, such as the reason for the contact or an
account number. The collected digits can then be used to route or treat the contact.
For information about configuring contact routing and queuing, see Using Contact Center
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.

Optional configuration tools

Two programming tools are available with Contact Center Manager Server:
• Programming interfaces on page 68
• Web services on page 68
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.

Chapter 6: License Manager
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.
The following Avaya Aura® Contact Center server types include Contact Center License Manager:
• Network Control Center Server Only
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.

License Manager
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.

The License Manager controls the licensing of features within Avaya Aura® Contact Center. This
section contains the following topics:
• Configure and view licenses on page 70
• Configure license alarms on page 70
• Choose licensing types on page 71
• Manage standby license manager on page 71
• Update licensing grace period on page 72
Configure and view licenses

The License Manager Configuration utility provides the license name, the maximum number of
licenses available, the current number of licenses issued, and real-time information regarding
license usage.
The License Manager Configuration utility refreshes every five seconds to provide a real-time view
of the issued licenses.
Configure license alarms

The License Manager configuration utility generates alarms about license usage. You can change
the thresholds at any time.
When the License Manager is co-resident with the Contact Center Manager Server, the Contact
Center Manager Server Alarm Monitor is used to monitor alarms.
The following alarm types are available:
• Major alarms—A warning that the license usage is close to hitting the threshold limit configured
in the License Manager Configuration utility.
• Critical alarms—A critical alarm that the license usage is likely to be equal to the number of
available licenses in your configured system.

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.
Choose licensing types

Licensing, either Nodal Enterprise or Corporate Enterprise, ensures your contact center can
effectively manage the licenses from a single point of contact.
Nodal enterprise licensing

In Nodal enterprise licensing, the license file applies to a single installation of Contact Center
Manager Server, Contact Center Manager Administration, Communication Control Toolkit, and
Contact Center Multimedia. When you choose Nodal licensing, all licensing options for the
applications in the Contact Center node are in a single license file that is managed by the License
Manager.
Corporate enterprise licensing

You can use Corporate enterprise licensing if more than one occurrence of any product is in the
network, to distribute licenses to multiple servers so they can share licenses from a single pool.
Products are installed either stand-alone or co-resident. The options in the license file apply to a
network of Contact Center Manager Server, Contact Center Manager Administration, Contact
Center Multimedia, and Communication Control Toolkit servers.
Manage standby license manager

In a Corporate Licensing environment, you can configure two License Managers: a primary License
Manager and a secondary License Manager. Only one License Manager can be active at one time.
The primary License Manager actively maintains the licenses. The secondary License Manager runs
as a standby License Manager to provide redundancy in a corporate environment.
You can configure the secondary License Manager as the Standby License Manager for the Contact
Center License Manager components so that it is not actively used for licenses unless the active
License Manager fails.
Configure your preferred active License Manager as the primary License Manager.
For Corporate License applications, you must install the primary License Manager software on the
Network Control Center. The server type Network Control Center Server includes a License
Manager.
The first license manager to start becomes active even if it is configured as the secondary license
manager. The primary license manager is not the active license manager until the secondary license
manager stops.

License Manager
The following conditions apply to the License Manager usage:

• Use the secondary License Manager on any Contact Center Manager Server that does not
contain the primary License Manager, including the Network Control Center. You cannot install
the primary and secondary License Manager software on the same server.
• You cannot configure a Standby License Manager in a Nodal licensing environment.
• Do not use the Standby License Manager for load balancing issues.
• The active Contact Center server must not use the standby License Manager on the standby
Contact Center because the License Manager cannot run as the active License Manager
independently of the Contact Center. The active License Manager attempts to write statistics to
the standby Contact Center and not the primary Contact Center which can terminate database
shadowing.
Update licensing grace period

If a communication error occurs between the Contact Center Manager Server or Communication
Control Toolkit and the License Manager, normal operation of the Contact Center Manager Server
or Communication Control Toolkit runs during the grace period.
The grace period is 30 days. If a communication problem occurs between the Contact Center
Manager Server and the License Manager, 30 days are available for the Contact Center Manager
Server to continue normal operation. After you resolve the communication problem, the grace period
automatically reverts to 30 days. For example, if the communication problem is resolved in 2 days,
the grace period returns to 30 days after 2 days of successful connection to the License Manager.
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 logged 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 Product Support to reset the grace period.
Important:
Avaya Aura® Media Server does not support the grace period.

Chapter 7: Contact Center Manager
Administration
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.
The following Avaya Aura® Contact Center server types include Contact Center Manager
Administration:
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.

Contact Center Manager Administration
The following user accounts are configured:

• iceAdmin—The iceAdmin account is an administrator account for the Contact Center Manager
Administration server. The iceAdmin account is a MS Windows account.
• IUSR_SWC—The IUSR_SWC account replaces the Internet Information Services (IIS) default
anonymous user account, usually IUSR_<machinename> which is well known and is
vulnerable to attack. The default password for the IUSR_SWC account is the same as the
iceAdmin password.
• webadmin—An administration user that has access to all configuration components on Contact
Center Manager Administration, including the component to create new users. You must use
the webadmin account to configure other administrators. These new user accounts can then be
used to manage the system rather than the webadmin account. The webadmin account is an
application level account, it is not a MS Windows account.
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)

Operations performed with Contact Center Manager 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)
Operations performed with Contact Center Manager

Administration
Contact Center Manager Administration gathers and routes contact and tracking information about
the contacts and agents. Contact Center Manager Administration manages the following tasks:
• Control access to configuration components on page 75
• Perform off-line configuration on page 76
• Manage users and skillsets for users on page 76
• Create script or flow applications on page 76
• Report real-time data on page 77
• Review real-time reports in Agent Desktop Display on page 77
• Report historical data on page 78
• Configure emergency support for agents on page 79
• Monitor configuration changes on page 79
• Create outbound campaigns on page 79
• Prompt Management on page 80
Control access to configuration components

In Access and Partition Management, administrators can grant and restrict access to Contact Center
Manager Administration components and data by defining users and access classes.
Use Access and Partition Management to add, edit, view, or delete the following items:
• users
• partitions
• access classes
• report groups for Historical Reporting

For information and procedures to manage users and access in your Contact Center, see Avaya
Aura® Contact Center Client Administration.
Perform off-line configuration

Use the Configuration component to configure and administer Contact Center Manager Server. You
can use the CS1000 Data Extraction Tool to extract configuration data from the CS1000 PBX
switch, and then upload that data to the Contact Center Manager Server by using Contact Center
Manager Administration Configuration spreadsheets. For more information, see Avaya Aura®
Contact Center Server Administration. The Avaya Communication Server 1000 Data Extraction Tool
is intended for use with the Avaya CS 1000 PBX switch only; it does not support the Avaya CS 1000
Internet Enabled switch.
If you are on site configuring a customer Contact Center, you can upload your Contact Center
Manager Configuration Tool spreadsheets by using the Configuration component of the customer
Contact Center Manager Administration application.
For information and procedures to configure your Contact Center off line, see Avaya Aura® Contact
Center Client Administration.
Manage users and skillsets for users

Use Contact Center Manager Administration to add, edit, view, or delete:
• users (agents, supervisors, or supervisor/agents) for Contact Center Manager Server
• agent-to-supervisor assignments
• agent-to-skillset assignments
Supervisors can also use CCMA to log out one or more agents.
For information and procedures to manage users and skillsets in your Contact Center, see Avaya
Create script or flow applications

Contact Center uses script or flow applications to route contacts. You can install the Orchestration
Designer on a stand-alone client to create applications before you install the remainder of the
Contact Center server software. With the Scripting component, you can create, modify, or activate
previously composed applications to configure the contact routing instructions for your Contact
Center by using the following components:
• Orchestration Designer to create graphical-based applications (flows) or command line
applications (scripts)
• Script Variable tool to create variables for the applications

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.
Report real-time data

Use the real-time reporting component to view contact activity information. Real-time displays are
available for both single node and multinode sites.
The following standard real-time reporting displays are available in Contact Center Manager
Administration:
• six standard real-time displays for a single-node Contact Center Manager Server site
• three standard real-time displays for multinode (or networked) Contact Center Manager Server
sites
In addition to viewing current state information on Contact Center, supervisors can log out an agent
or toggle an agent’s state between Ready and Not Ready from a real time display. To use this
feature, supervisors must customize the real time display to display the Force Log Out and Change
State buttons.
Contact Center Agent Desktop Displays provides real-time skillset monitoring to agents. You can
configure Agent Desktop Displays to inform agents, for example, of the number of calls in queue
and the average call wait time.
Agent Desktop Displays is a component of Contact Center Manager Administration installed on the
agent workstation. The application is not started or installed from the Contact Center Manager
Administration server. A separate piece of client software is installed on the clients to view real-time
reports.
For information and procedures to create real-time reports in your Contact Center, see Using Avaya
Aura® Contact Center Reports and Displays. To understand the fields in the real-time reports, see
Contact Center Performance Management Data Dictionary.
Review real-time reports in Agent Desktop Display

The Agent Desktop Displays application is a separate Windows-based tool that can run with the
Avaya Agent Desktop on clients in your Contact Center to provide real-time skillset monitoring to
Contact Center agents.
Agents or supervisors can log on to Agent Desktop Displays using their phone logon ID and view
real-time statistics for each skillset to which they belong.

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.
Report historical data

Use Historical Reporting to obtain standard reports about the past performance of the Contact
Center, Contact Center configuration data, and Access and Partition Management configuration
data of the Contact Center Manager Administration server. The data for historical reports is
gathered from primary or standby servers: you configure the destination in the Global settings
section of the Contact Center Manager Administration application.
Report Creation Wizard is a reporting feature that you can access through the main Historical
Reporting interface. You can use the wizard to create, maintain, and modify custom on-demand
reports through a user-friendly interface.
After you create reports by using Report Creation Wizard, you can work with the reports in the
Historical Reporting component and use the same access permissions, partitions, and filters
features that you can with other reports.
You can use the Historical Reporting interface to schedule reports that you create with the Report
Creation Wizard.
You can generate many types of historical reports:
• standard reports, such as agent properties and CDN properties
• summarized historical reports for a specific interval of time
• detailed reports for specific events that occur in the Contact Center
• graphical reports to show service level, contact handling performance, and agent staffing
information for skillsets
• Report Creation Wizard reports imported from the Report Creation Wizard component
• User defined reports created from standard reports to run on-demand and scheduled reports
• User created reports imported to Contact Center Manager Administration
• Access and Partition Management configuration reports for the Contact Center Manager
Administration server, such as access classes, report groups, users, and user-defined partition
reports
Configure Simple Mail Transfer Protocol (SMTP) to send an email notification to report recipients
when the Historical Reporting component of Contact Center Manager Administration generates a
scheduled report.

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.
Configure emergency support for agents

The Emergency Help feature is a notification panel on the browser whereby supervisors are alerted
when an agent presses the Emergency key on their phone.
Agents press the Emergency key when they require assistance from the supervisor (for example, if
a caller is abusive). The Emergency Help panel displays information about the agent, including the
agent name and location, and displays the time when the Emergency key was pressed.
To configure emergency help in your Contact Center, see Avaya Aura® Contact Center Client
Administration.
Monitor configuration changes

Contact Center Manager Administration has an audit trail that records the actions performed in
Contact Center Management, Access and Partition Management, Historical Reporting, Prompt
Management, Realtime Reporting, Scripting, and Configuration. The Audit Trail also identifies the ID
of the user who made the changes.
For information about the audit trail, see Avaya Aura® Contact Center Client Administration.
Create outbound campaigns

If you have Contact Center Multimedia installed, you can use the Outbound Campaign Management
Tool to create, modify, and monitor outbound campaigns. You can use this tool to define campaign
parameters, import and review call data, create agent scripts, and monitor campaign results.
The Agent Desktop interface for outbound runs on the agent desktop during campaigns. This
interface presents outbound contacts to agents, provides agents with preview dial capability,
displays agent call scripts (if configured), and saves disposition codes and script results.
For information and procedures to configure the outbound contact type, see Avaya Aura® Contact
Center Server Administration. For information and procedures to create outbound campaigns in your
Contact Center, see Avaya Aura® Contact Center Client Administration.

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.
Logon warning message

You can customize a warning message to appear when users attempt to log on to Contact Center
Manager Administration. By default, this feature is enabled in Contact Center Manager
Administration; however, a message is not visible unless you configure your message title and text
in the Local Security Policy tool of Windows Server 2012 R2.
If you have a domain security policy in place with a logon warning message configured, you cannot
change the logon warning message. In this case, you must contact your administrator to change the
message on the domain server. If you implement Single Sign-On, the warning message on the
primary security server (Avaya Aura® System Manager) overrides the logon message.

Chapter 8: Contact Center Server Utility
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.
The following Avaya Aura® Contact Center server types include Server Utility:
solution contains Server Utility software.
The following sections provide the information you need to install the Server Utility software:
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.

Contact Center Server Utility
• 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.

Use the Contact Center Server Utility to configure users and accounts. This section contains the
following topics:
• Monitor and maintain user permissions on page 82
• Configure access classes on page 82
• Reset passwords on page 83
• Monitor system configuration settings and performance on page 83
• Manage alarms and events on page 84
Monitor and maintain user permissions

Information vital to companies is transmitted over networks. You must protect these networks so
that only authorized users can access, change, or delete information.
The system administrator establishes and maintains system security. The administrator sets up
security by assigning logon passwords and access classes to users. By assigning the appropriate
access classes to the appropriate users, the administrator can help ensure system security.
For example, to restrict access to certain Server Utility components to senior administrators, perform
these tasks:
1. Define access classes.
2. For each access class, select the Contact Center Manager Server functions that members of
that class can use in Server Utility.
3. Create desktop user accounts for users who require access to Contact Center Manager
Server functions.
4. Assign access classes to user accounts, giving users the privileges they need to perform
their jobs.
Configure access classes

An access class is a group of privileges for functions available for Contact Center Manager Server
through Server Utility.

Three default access classes are available:

• adminGroup—Users have administrator access to the system and can access all functions.
• Call Center Admin—Users can access User Administration and System Configuration.
• Supervisor—Users can view users in User Administration reporting to them.
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.
Monitor system configuration settings and performance

You can use the Server Utility to view and edit the following system configuration information:
• serial ports
Serial ports are input/output devices used to connect external equipment, such as DVD drives
or modems, to your computer. Serial ports transmit data from these external devices one bit at
a time.
View, print, or edit serial port settings. You can modify a serial port baud rate, data bits, stop
bits, parity, and flow control. You can also use the Serial Port Properties page to edit serial port
settings.
• switch resources
Record information about an Avaya Communication Server 1000 after initial software
installation. You can record the type, subtype, release number, and the host port assigned to
the Avaya Communication Server 1000.
The Switch Resources option is not available when you connect to an Avaya Aura® Media
Server.
• server settings
View detailed information about the server resources, such as the software release number
and the serial number. The information is saved to the server database during installation and

Contact Center Server Utility
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.
Manage alarms and events

The PC Event Browser and Alarm Monitor show events that occur on the server. These programs
provide many common features for viewing events.
The main advantages of the Event Browser are
• You can filter events by several categories, including severity and event code range.
• You can limit the display to the most recent events.
To view server events, use the Alarm Monitor. The Alarm Monitor automatically appears in the
foreground of the desktop when an event occurs, immediately alerting you to problems. You can
specify whether the Alarm Monitor appears in the foreground for only critical events, major and
critical events, or all events, or whether it stays in the background.
Events are log entries that record activities in Contact Center Manager Server, such as sending or
receiving messages, opening or closing applications, or errors.
In the Alarm Monitor, you can filter events by severity only. The Alarm Monitor does not display
information events.
• Minor—A fault condition exists that does not affect service and that you must take corrective
action to prevent a more serious fault. For example, a minor event is generated when the file
system is 90 percent full.
• Major—A condition exists that affects service and urgent corrective action is required. The
event condition can cause severe degradation in server performance, and you must restore full
capacity. For example, a major event is generated when the file system is 100 percent full.
• Critical—A condition exists that affects service and immediate corrective action is required.
Critical events are reported when a component is completely out of service, and you must take
immediate action to restore it. For example, a critical event is generated when the file system
crashes.

Table 3: Event Browser versus Alarm Monitor feature
Feature In PC Event Browser? In Alarm monitor?

View events Yes Yes
View online Help for an event Yes Yes
Sort events by category Yes Yes
Save a list of events Yes No
Print a list of events Yes Yes
View minor, major, critical events Yes Yes
View information events Yes No
Filter events by code, type, severity, latest events Yes No
Filter events using Event Preferences Yes Yes
Automatically show the graphical user interface in No Yes
the foreground when an event occurs
Clear an event No Yes

Chapter 9: Communication Control Toolkit
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

The following Avaya Aura® Contact Center server types include Communication Control Toolkit:
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.

The Communication Control Toolkit gathers and handles data for voice and multimedia contacts.
This section describes the tasks you perform in Communication Control Toolkit:
• Monitor call data on page 88
• Configure resources on page 88

Communication Control Toolkit
Monitor call data

Attached data in Communication Control Toolkit use one of three formats: binary, string, and key-
value pairs. The string and key-value pair formats contain meta-data (the markup that describes
their structure) when they are attached to TAPI as CallData. Because the size limit for TAPI call data
is 4096 bytes, when these formats are used on systems that use the TAPI connector, the effective
storage capacity of Call Data is reduced by the size of the meta-data.
The formatting meta-data overhead of string (Str) formatted data is 34 bytes, reducing the effective
CallData storage capacity in TAPI to 4062 bytes (4061 characters plus the terminating null
character). The formatting meta-data overhead of the key-value pair (KVP) formatted data is 34
bytes for each key-value pair.
For example, for a 5-character key and a 5-character value, the actual data that is attached to TAPI
is:
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.

• Address—A logical communications endpoint such as an email address or telephone number.

An address can be one of three types:
- Basic—A basic address (SCR key) is an address that has an associated terminal (physical
endpoint). The basic address is used by Communication Control Toolkit users to answer and
make calls.
- Route Point—A route point address (CDN) is an address to a terminal that is not associated
with a line. The Route Point address is used by the Telephony Service Provider to accept
incoming contacts or as a point to which contacts are routed.
- Agent—A position ID (ACD key) for the Avaya Communication Server 1000 switch.
• Address group—A logical group of addresses that have a common property.
• Workstation—A computer used by Communication Control Toolkit client on the same domain
as the Communication Control Toolkit server.
• Provider—A switch interface service provider to connect telephony devices to the
Communication Control Toolkit server.
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.
Table 4: Supported resource-to-resource assignments
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.
Communication Control Toolkit API

Communication Control Toolkit is software for installed and browser-based client integrations.
Communication Control Toolkit delivers a cross-portfolio multichannel Application Programming
Interface (API) that facilitates the integration of self-service and Contact Center solutions for your
client applications.
The Application programming interface (API) is published as Microsoft .NET types and is distributed
as a Windows assembly, which is referenced by application developers.
You can use Communication Control Toolkit as the next generation of computer telephony
integration (CTI) middleware and CTI toolkit. On the client, the API provides a group of interfaces,
collectively known as the Communication Control Toolkit API.
The Communication Control Toolkit API provides easy access to a subset of Communication
Control Toolkit functions, which you can use for CTI functionality without low-level CTI knowledge
for the basic development of powerful integrations and applications such as:
• desktop applications (for example, Call Control Toolbar) server
• applications (for example, Call Recording, Work Force Management)
• screen-pop utilities
• business application or Computer Resource Management (CRM) connectors
For more information about using the Communication Control Toolkit API, see the Avaya
Communication Control SDK Programmers Reference Guide. This guide is a help file that
accompanies the Software Development Kit. You must join the developer partner program and
purchase the Communication Control Toolkit SDK to download the documentation from http://
support.avaya.com.

Communication Control Toolkit API
Avaya Agent Desktop is an example of a client application that uses the Communication Control
Toolkit API.

Chapter 10: Contact Center Multimedia
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.
The following Avaya Aura® Contact Center server types include Contact Center Multimedia:
• Multimedia Contact Server Only
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
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.

Contact Center Multimedia
• 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).
Contact Center Multimedia components

Contact Center Multimedia is part of the Contact Center Manager suite of applications. Contact
Center Multimedia provides outbound, email, and Web communication features for the contact
center.
Contact Center Multimedia consists of the following components:
• Contact Center Multimedia database—This component is installed on the Contact Center
Multimedia server and is an InterSystems Caché database that stores all contact center
activity. All incoming email, Web requests, and associated responses are stored in a structured
format within the database. Information about Outbound campaigns are also stored in this
database.
• Email Manager—This component is installed on the Contact Center Multimedia server. The
Email Manager connects to the email server at regular intervals. During each connection, all
configured mailboxes are accessed. Email from the customer is read from the email server,
processed, and stored in the database. Outgoing email, generated from the email responses
stored in the database, is sent to the email server.
• Outbound Campaign Management Tool—This component is installed on the Contact Center
Multimedia server and is accessed using the Contact Center Manager Administration
application. The Outbound Campaign Management Tool is used to create, modify, and monitor
outbound campaigns. An outbound campaign is a series of outbound calls for one specific
purpose, for example, a customer survey, or a sales promotion. Use the Outbound Campaign
Management Tool for the following activities:
- define campaign parameters
- import and review call data
- create agent call scripts
- monitor campaign results
- export campaign data

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.
Multimedia contacts processing

Contact Center receives multimedia contacts through two external interface points: the email server
and the External Web server.
Email server contacts
Email server contacts are retrieved from a POP3 or IMAP capable email server using the Inbound
Message Handler (IMH). The IMH runs at regular intervals. You can configure the settings for the
IMH (such as the time between intervals and the number of email retrieved from each mailbox
during each run) using Contact Center Manager Administration.
The IMH logs on to the mailboxes on the email server as listed in the Email Manager. It parses
email in the mailboxes and stores them in the Contact Center Multimedia database. Any

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
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.
Integration with Contact Center Manager Server

The Contact Center Multimedia system is integrated directly with Contact Center Manager Server
through the OAM interface and through Open Queue. The OAM interface enables Contact Center
Multimedia to access the information in Contact Center Manager Server about configured agents,
supervisors, skillsets, and mapping these users to skillsets.
Contact Center Manager Server supports Open Queue. 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.
Enterprise Web Chat

Customers who require large numbers of Web chat sessions can use the Avaya Aura® Contact
Center Enterprise Web Chat (EWC) SDK instead of Web Communications. If the customer
requirement exceeds the maximum number of supported CCMM Web Communications
simultaneous chat sessions, the customer should use EWC.
Contact Center supports EWC only on a standalone Multimedia Contact Server in a Unified
Communications integration. Customers must develop both an external Web chat server and a
custom desktop for agents handling contacts, using Avaya Solution Development Kits (SDKs).
Customers must develop agent documentation and training to support the custom agent client.
Agents handling EWC contacts cannot use Agent Desktop or the Agent Browser application.

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.

In a multimedia Contact Center, Contact Center Multimedia collects contacts and assigns them to
skillsets based on the rules the administrator configured. The Contact Center Manager server routes
the contacts to the most appropriate available agent by using the applications scripted through
Orchestration Designer. For the multimedia Contact Center to work efficiently for a contact type, you
configure settings on both CCMS and CCMM.
For more detail about the relevant procedures, see Avaya Aura® Contact Center Server
Administration.
This section contains the following topics:
• Configure email settings on page 98
• Configure IM settings on page 99
• Configure Web communications settings on page 100
• Configure outbound settings on page 100
• Configure Social Network settings on page 101
• Social Media Analytics on page 103
• Configure voice mail settings on page 103
• Configure scanned document settings on page 104
• Configure SMS text settings on page 105
• Configure faxed document settings on page 106
• Configure Agent Desktop settings on page 106
• Configure General settings on page 108
• Handle contacts on page 108

• View and update customer information on page 110

• Create callbacks on page 110
• Report multimedia data on page 110
• Purge archived Multimedia contacts on page 111
Configure email settings

The email contact type is a licensed feature of the Contact Center. You must purchase email agent
licenses to use this feature.
The Email Manager, built into the Contact Center Multimedia Administrator, regularly connects to
the email server. During each connection, the Email Manager accesses all configured mailboxes,
reads the message, routes the message according to the rules, and then stores the email
information in the database. Outgoing email messages, generated from the email responses stored
in the database, are sent to the email server.
Email is a text-based communication with clients using an email client such as Microsoft Exchange.
To configure email routing, you must create or configure the following items:
• Route points: Assign a route point to each email skillset (denoted by EM_). A route point is a
location in the open queue that enables incoming contacts to be queued and treated by the
application on CCMS.
• Inbound and outbound email servers: Configure the names and email transfer protocol for the
email servers in your organization.
• Inbound email settings: Configure how frequently your Multimedia server scans the corporate
server for new messages, and where email attachments are stored.
• Outbound email settings: Configure the outgoing email address or contact information when an
email message is sent from your Contact Center. You can configure the signature by skillset.
• Language settings: Configure the characters (including Asian characters) used for outgoing
messages. Some exceptions exist to the languages for your email messages; some
components of the message, such as automatic responses and automatic signatures, are not
converted to the sender's character set.
• Recipient mailboxes: Configure the mailbox details on your email server that you use to receive
inbound email messages intended for the Contact Center.
• Email rules and rule groups: email rules determine how an email contact is routed based on
information in or about the email message. Rules can review the recipient mailbox and route
the contact based on where it was received (recipient mailbox), route contacts based on who
sent the email (sender groups), apply treatments based on the time it was received (office
hours and holidays), or route the contact based on particular words or phrases (keywords).
One or more rules must be included in a rule group and attached to a recipient mailbox.
• System rules: Two system rules, a System Delivery Failure Rule and the Default Rule, are
used for all recipient mailboxes to route contacts that are not otherwise handled by your
administrator-created rules.

• 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.
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.

Configure Web communications settings

Use the Web Communications Manager to communicate with customers over the Internet. Agents
and customers directly communicate in real-time in a two-way conversation by exchanging text
messages using Javascript and frame-compliant Web browsers.
To configure Web communications routing, you must create or configure the following items:
• Route points: Assign a route point to each Web communication skillset (denoted by WC_). A
route point is a location in the open queue that enables incoming contacts to be queued and
run through the application on CCMS.
• Test and production Web servers: Configure the names and transfer protocol for the test Web
server to perform trials for the new customer website, and the production Web server for the
active Contact Center in your organization.
• 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 Web communications conversation.
• Conversation log: Configure a log report of the conversation to send to the customer by email
after the chat session is complete.
• Create multimedia presentations: Create multimedia presentations or groups of sites for
customers who wait for an agent to respond. This feature, called Web On Hold, is configured in
Contact Center Manager Administration.
Web communications. These are shortcuts so that agents need not type large blocks of
commonly used text.
For information about configuring the administration settings for Web communications contacts, see
Configure outbound settings

The outbound contact type is a licensed feature of the Contact Center; you must purchase outbound
agent licenses to use this feature. Outbound contacts are voice contacts made from the Contact
Center to connect agents to customers; for example, for sales or marketing surveys. The Outbound
Campaign Management Tool uses CCMS skillset routing to select an available agent and route the
outbound contact to them. Agent Desktop provides the agent with outbound contact details and
features such as call scripts, and uses CTI to initiate the outbound voice call.
In the CCMM Administration application on the Contact Center Multimedia server, you can configure
the following items for outbound contacts:
• Route points: Assign a route point to each outbound skillset (denoted by OB_). A route point is
a location in the open queue for contacts to be queued and treated by applications on CCMS.
• 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
Configure Social Network settings

Contact Center includes a new contact type, called a Social Networking contact, which provides
closer integration with Avaya Social Media Manager (SMM) Release 6.2.11 or later. Previous
releases of Contact Center integrated with SMM using a standard email contact.
Social Media Manager allows organizations to search through social networks to look for content
relevant to their business. For example, a company might want to find positive comments about their
products and services, so they can proactively reward customers who give them good feedback, or
search for customer suggestions to improve their offerings. Social Media Manager can filter these
social network entries, and determine which of these are relevant and actionable by an agent. SMM
can then forward them to Contact Center for direct action by agents.
Social Media Manager forwards contacts to Contact Center by sending an email to a mailbox
monitored by the CCMM Email Manager. The email that SMM sends contains the social networking
content, and additional information. This information includes headers that Contact Center can use
for routing, such as Language, Channel, Sentiment, and Relevance. There are also invisible
headers such as a URL for the contact on SMM, which AD can use to pop the record.
Contact Center caters for routing the Social Networking contact type, so that Contact Center can
provide improved reporting on Social Networking contacts. It also picks up information included with
the social networking contact. The Multimedia Administration client includes all the settings required
to allow an administrator to configure Social Networking contacts and routing. The CCMM
dashboard includes tracking of the Social Networking type.
Social Media Manager forwards actionable items by email to a one of more defined mailboxes.
These mailboxes must be dedicated to emails from SMM, because Email Manager uses the mailbox
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.
Figure 2: Example of the Social Network contact flow

As a result of this contact workflow, Contact Center saves and reports on Social Networking contact
routing details, but the details of the agents’ responses are available only in SMM. Also, when
processing a Social Networking contact, an agent must close the contact in SMM, and then
separately close the SN contact in Agent Desktop.
An agent cannot transfer or conference an SN contact, nor can a supervisor/agent observe or barge
in on an SN contact.
Social Media Analytics

Social Media Analytics is a cloud-based solution that monitors the social media feeds you select,
searches for keywords you identify, and tracks conversations that matter to you. It pinpoints positive
and negative posts about your products, your company, and your brand and then delivers them
directly to your contact center. Social Media Analytics can convert relevant social media messages
into email messages and route them to a mailbox monitored by Avaya Aura® Contact Center. Avaya
Aura® Contact Center then applies email rules and routes these social media related email
messages to skillsets and agents that are trained to process them. Agent responses are delivered
using email to the Social Media Analytics mail store from where they are delivered to the appropriate
social media gateway, such as Twitter or Facebook.
Agents use Agent Desktop software to process and respond to social media related email
messages. The agents responses must conform to the standards of the original social media
message. For example, the responses must remain within the 140 character limit of Twitter.
You can use Avaya Aura® Contact Center keyword analysis on the social media generated email
messages to determine the skillset assignments and priority. You can also use the other email
processing features such as Supervisor Approval to process responses to social media.
Avaya recommends that you keep social media based email messages on separate skillsets from
the regular email traffic. This approach allows granular reporting by targeting only the social media
email skillsets.
Configure voice mail settings

Voice mail contacts use a feature on many voice mail systems that can convert a voice mail into a
Wave file and attach it to an email message which it sends to a mailbox. The mail recipient can
listen to the voice mail on their desktop PC.
In Contact Center Multimedia, the email messages generated by the voice mail system arrive in a
mailbox monitored by the Email Manager, which converts them to contacts. An agent receiving a
voice mail contact can listen to the voice mail and then choose how to respond to the customer—by
voice call, email response, or Web chat.
The voice mail contact type is a licensed feature of the Contact Center. You must purchase voice
mail agent licenses to use this feature.
To enable voice mail contacts, you must create or configure the following items:
• Voice mail skillset: Create at least one voice mail skillset for routing voice mail contact types.
The CCMS installer automatically creates a default voice mail skillset (denoted by VM_ in the
skillset name). You can use this or create new ones according to the needs of your Contact
Center. You create voice mail skillsets in Contact Center Manager Administration (CCMA).
• 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
• 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
Configure scanned document settings

Combined with Contact Center Multimedia, the email messages generated by the document
imaging servers arrive in a mailbox monitored by the Email Manager, which converts them to
contacts. An agent receiving a scanned document contact can view the content of the document
and then choose how to respond to the customer—by voice call, email response, Web chat, or a
response through the document imaging server. To respond through the document imaging server,
the agent uses an email editor to compose the response, and the Email Manager forwards this to
the document imaging server for the customer.
The scanned document contact type is a licensed feature of the Contact Center. You must purchase
scanned document agent licenses to use this feature.
To enable scanned document contacts, you must create or configure the following items:
• Scanned document skillset: Create at least one scanned document skillset to route scanned
document contact types. The CCMS installer automatically creates a default scanned
document skillset (denoted by SD_ in the skillset name). You can use this or create new ones
according to the needs of your Contact Center. You create scanned document skillsets in
Contact Center Manager Administration (CCMA).
• Route points: Assign a route point to each scanned document skillset (denoted by SD_). A
route point is a location in the open queue for incoming contacts to be queued and processed
by CCMS.
the Email Manager takes the scanned document contacts. You must ensure that the document
imaging server is configured to forward scanned document messages to this mailbox.
• Reply address settings: Specify the mailbox that Contact Center Multimedia uses to send a
reply if the agent creates a text response to the scanned document contact. The document
imaging server picks up this email response and converts it to an image file. The document
imaging server must be configured to monitor this mailbox for responses to convert.
For information about configuring the administration settings for scanned document contacts, see
Configure SMS text settings

To handle SMS text contacts, Contact Center Multimedia operates with an SMS-email gateway. The
gateway converts SMS messages into email messages and forwards these to a mailbox. The Email
Manager monitors the mailbox and picks up the email messages, and converts them to SMS
contacts. An agent receiving an SMS contact can view the content of the SMS message, and then
choose how to respond to the customer—by voice call, email response, web chat, or SMS
response. For an SMS message, the agent uses an email editor to compose the text, and the Email
Manager forwards this to the gateway to send to the customer.
The SMS contact type is a licensed feature of the Contact Center. You must purchase SMS agent
licenses to use this feature.
To configure SMS contacts, you must create or configure the following items:
• SMS skillset: Create at least one SMS skillset to route SMS contact types. The CCMS installer
automatically creates a default SMS skillset (denoted by SM_ in the skillset name). You can
use this or create new ones according to the needs of your Contact Center. You create SMS
skillsets in Contact Center Manager Administration (CCMA).
• Route points: Assign a route point to each SMS skillset (denoted by SMS_). A route point is a
location in the open queue for incoming contacts to be queued and processed by CCMS.
Email Manager takes the SMS contacts. You must ensure that the SMS gateway is configured
to forward SMS messages to this mailbox.
• Sender address settings: Parse the SMS contact sender address to extract the telephone
number of the customer who sent the SMS. This allows the agent receiving the contact to call
the customer directly using Agent Desktop CTI controls.
reply if the agent creates a text response to the SMS contact. The SMS gateway picks up this
email response and converts it to an SMS message. The SMS gateway must be configured to
monitor this mailbox for responses to convert.
For information about configuring the administration settings for SMS text contacts, see Avaya
Aura® Contact Center Server Administration.
Configure faxed document settings

Fax contacts use a feature on many fax servers to convert a fax into an image file and attach it to an
email message, which it sends to a mailbox. The mail recipient can view the fax content on their
desktop PC.
Combined with Contact Center Multimedia, the email messages generated by the fax server arrive
in a mailbox monitored by the Email Manager, which converts them to contacts. An agent receiving
a faxed document contact can view the content of the fax and then choose how to respond to the
customer—by voice call, email response, Web chat, or fax. If they respond with a fax, the agent
uses an email editor to compose the fax message, and the Email Manager forwards this to the fax
system to send to the customer.
The faxed document contact type is a licensed feature of the Contact Center. You must purchase
fax agent licenses to use this feature.
To enable faxed document contacts, you must create or configure the following items:
• Fax skillset: Create at least one fax skillset to route fax contact types. The CCMS installer
automatically creates a default fax skillset (denoted by FX_ in the skillset name). You can use
this or create new ones according to the needs of your Contact Center. You create fax skillsets
in Contact Center Manager Administration (CCMA).
• Route points: Assign a route point to each fax skillset (denoted by FX_). A route point is a
location in the open queue for incoming contacts to be queued to and processed by the
Email Manager takes the fax contacts. You must ensure that the fax server is configured to
forward faxes to this mailbox.
• Sender address settings: Parse the fax contact sender address to extract the fax number of the
customer who sent the fax. This number can be used to fax a reply to the customer.
reply if the agent creates an email response to the fax contact. The fax server picks up this
email response and converts it to a fax. The fax server must be configured to monitor this
mailbox for email messages to convert.
For information about configuring the administration settings for faxed document contacts, see
Configure Agent Desktop settings

Use the CCMM Administration component of Contact Center Manager Administration to configure
how Agent Desktop presents and handles contacts.
You can configure the following properties:

• View the current agent details, such as first name and last name and change their passwords.
• Configure maximum open duration: the time in hours and minutes for a contact to remain open
on a desktop without activity. When this time expires, Contact Center places the contact into
the New state. The default setting is one hour, the minimum is 10 minutes, and the maximum is
12 hours. Maximum open duration does not apply to voice or Web Chat (Web
Communications) contacts.
• Configure hot desking, the function in your Contact Center where an agent can sit at a different
desk for each shift and log on to Agent Desktop. With hot desking enabled and properly
configured, when agents start Agent Desktop, they automatically map to the relevant terminal
and addresses without user intervention. When you configure hot desking for a Citrix
environment, agents are challenged with a dialog box asking them to identify their workstation.
• Configure the Callback time, the default time in days, hours, and minutes, to wait before re-
presenting a pending contact to agents. Agents place contacts into the pending state when
they wait for more information to complete the contact. The default range provides the limits for
the callback time. Agents choose the actual value in the Agent Desktop application when they
reschedule the contact.
• Specify the maximum size of the attachments (including inline attachments) that an agent can
attach to an email response.
• Configure whether the Agent Desktop is brought to front, or given focus, when a new contact
arrives. If Bring to Front is enabled, the Agent Desktop is brought to the front upon arrival of a
new contact. If Bring to Front is disabled, the Agent Desktop plays a warning sound and the
toolbar flashes, but it is not brought to the front. You can also configure the Agent Desktop to
have focus (the Agent Desktop window is the active window) when it is brought to the front.
• Configure your Agent Desktop so that agents hear a beep when a contact arrives at their
desktop. To use this feature, each agent workstation must have a sound card installed.
• In AML-based solutions, choose to have the agent terminal either left in an idle state (so that
the agent can still receive incoming DN calls) or in a busy state when logged off. By default,
Logoff Terminal State is assigned to Idle.
• When you enable Agent Skillset Partitioning, an agent searching for contacts sees matching
contacts only in the in-service skillsets that the agent is assigned to. If Agent Skillset
Partitioning is enabled, agents see only the in-service skillsets assigned to them. For a skillset
to be in-service, at least one agent must be logged in and not using standby priority. If Agent
Skillset Partitioning is disabled, agents see all skillsets in Contact Center.
• Configure Agent Desktop Resources to create specific reason codes for Multimedia contact
types.
For information about configuring the administration settings for Agent Desktop for multimedia
contacts, see Avaya Aura® Contact Center Server Administration.
Configure General settings

Use the CCMM Administration component of Contact Center Manager Administration to configure
general settings for your Multimedia Contact Center.
You can configure the following properties:
• Server settings: Change server ports (if required), and add servers to the solution. The core
Contact Center servers automatically appear in this window. You can add some server types
such as LDAP, Customer Interface, or Standby servers.
• Skillset settings: Configure a route point for each skillset, and optionally create automatic
signature text for email (EM_) type skillsets.
• Administration settings: Create administrator accounts for custom Web Communications
applications.
• Agent settings: Change agent passwords for the Agent Desktop, and specify whether agents
can delete text from text based-contacts. (For example, agents can delete credit card details
from email contacts.)
• General settings: Specify your Contact Center license type and change the password for the
mmReport user. (The mmReport user is configured in the Multimedia database and has access
to data within that database to pass reporting information to Contact Center Manager
Administration. If you change the password here you must update the password on the CCMM
server record in CCMA.)
• Contact Center Hours: Create templates for Contact Center opening hours. You apply a
template to a skillset to define when the Contact Center is open for contacts to arrive to that
skillset. Specifying open hours ensures accurate reporting of Service Level Agreements for
multimedia contact types, because CCMM now subtracts closed hours from the contact
queueing duration.
For information about configuring the general settings for multimedia contacts, see Avaya Aura®
Contact Center Server Administration.
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.
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.
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.
View and update customer information

In addition to handling multimedia contacts, agents can also use the Agent Desktop application to
update customer information for existing customers, create new customers based on information
received during a contact, and track the details of all previous contacts with a particular customer.
Center .
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.
Center .
Report multimedia data

You can use the Real-Time Reporting and Historical Reporting features of Contact Center Manager
Administration to create and run real-time and historical reports for all multimedia contact types.
In addition, the new Contact Center Multimedia Administration tool includes summary reports for
each contact type.
You can view real-time reports using the Agent Desktop Displays application where you can view
the following items:
• six nodal real-time displays for single Contact Center Manager Server sites
• 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.
Multimedia data management and purging

Avaya Aura® Contact Center includes two databases for multimedia contacts, the MULTIMEDIA
database and the OFFLINE database. The MULTIMEDIA database contains all active contacts. The
OFFLINE database maintains an archive of contacts from the MULTIMEDIA database. This includes
contacts both currently in and cleared from the MULTIMEDIA database.
A CCMM background offline synchronization task updates the OFFLINE database. Every night, the
offline synchronization task automatically copies modified contacts from the MULTIMEDIA database
to the OFFLINE database. It is a background task in the Caché database, and administrators do not
configure it. The synchronization task keeps the OFFLINE database closely synchronized with the
MULTIMEDIA database for contacts that have not changed, such as contacts in a Closed state. This
enables administrators to keep the MULTIMEDIA database efficient by regularly clearing it of closed
contacts.
Administrators create rules and schedules to clear closed contacts from the MULTIMEDIA
database. This keeps the MULTIMEDIA database small, while also allowing for historical reporting
across all the contacts in both the MULTIMEDIA and the OFFLINE databases. The MULTIMEDIA
database contains all the new contacts and contacts on which agents are working. The OFFLINE
database contains the archived multimedia contacts. It is accessible for custom reporting, but is not
accessible to agents, standard reporting, or screen pop applications. Custom reporting on the
OFFLINE database must use an ODBC DSN referencing the OFFLINE namespace.
Administrators can create scheduled cleanup tasks to clear records from the MULTIMEDIA
database. Each cleanup task uses a rule, defined by the administrator, to select the contacts to
clear. A scheduled cleanup task checks whether each contact matching the rule is archived in the
OFFLINE database. If the contact is archived, the task clears it from the MULTIMEDIA database. If
the contact is not archived, the cleanup task copies the contact to the OFFLINE database and then
clears it from the MULTIMEDIA database.
The Multimedia Data Management utility includes a Restore function. The Restore function allows
administrators to see all the scheduled cleanup tasks previously performed. Administrators can
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.
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.

You can install optional components on the Contact Center Multimedia server. The following topics
describe the purpose of each component:
• Contact Center Standby server on page 114
• Web services on page 114
• Open interfaces for email on page 114
Contact Center standby server

You can install a standby server to shadow the Caché database and provide a quick recovery if the
active Contact Center Multimedia server fails. All multimedia services are disabled on the standby
server until it is required to run as the active server. If the server implements Enterprise Web Chat
(EWC), some services remain running. For more information about the standby servers, see High
Availability fundamentals on page 133.
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
Open interfaces for email

You can develop a custom Web service that the Email Manager can call when an email message is
processed. The custom Web service can perform custom tasks such as manipulating the originating
email and modifying the rule routing options.
The Email Manager retrieves the email from the mailbox and performs keyword analysis on the
contents of the email. The keyword analysis sets a particular rule. The rule sets a number of
properties such as auto-response, skillset, priority. While configuring the rule, you can choose a
Web service to be associated with the rule. This custom Web service allows users to provide their
own customizations to email messages and their associated properties based on their business
needs. You can use the custom Web service to manipulate both the content and the routing of the
email message.
You can use C# or Java to develop a custom Web service. The custom Web service must conform
to Web Service Description Language (WSDL) standards.
Note:
You must not host the custom Web service on the Avaya Aura® Contact Center server.
For more information on configuring open interfaces for email, see Avaya Aura® Contact Center
Server Administration.
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.
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.
Avaya Aura® Media Server media files and media

management
Avaya Aura® Media Server media files are WAV audio files that contain speech, music, feature
tones, or signaling tones. Avaya Aura® Media Server supports custom (customer generated) media
files and default (canned) media files.
Use Contact Center Manager Administration (CCMA) Prompt Management to configure the media
files for the following:
• Locale-specific voice announcement and prompt files
• Scripted music files
• Barge-in notification tone
• Observation notification tone
• Call Force Answer Zip notification tone
• Custom Zip notification tones
Avaya Aura® Media Server provides optimum playback performance with .WAV files encoded as
Linear 16-bit PCM, 8KHz Mono with a sampling rate of 128kbits/sec. Create your Avaya Aura®
Media Server media files using this encoding.
Content Store
The Avaya Aura® Media Server Content Store provides a persistent storage capability for
configuration data and media files. You use the Contact Center Manager Administration (CCMA)
Prompt Management interface to configure and manage the contents of the Content Store. If you
have more than one Avaya Aura® Media Server, you can designate one server to be the primary
Avaya Aura® Media Server. You can then configure the other Avaya Aura® Media Servers to
replicate (copy) the configuration data and media files from the Content Store on the primary Avaya
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.
Custom media organization

Avaya Aura® Media Server organizes custom media in the Content Store within a content
namespace. A content namespace is a logical area in the Content Store. The content namespace
name must match the contact center SIP domain name; that is, the Local SIP Subscriber Domain
Name in Contact Center Manager Server – Server Configuration.
Within the content namespace you use content groups to subdivide the media into logical groups.
You can create locale-specific content groups for treatments such as RAN.
Avaya Aura® Media Server supports the following locales:
Locale Language Country
de_de German Germany
en_ca English Canada
en_gb English United Kingdom
en_ie English Ireland
en_in English India
en_us English United States
es_es Spanish Spain
es_mx Spanish Mexico
fr_ca French Canada
fr_fr French France
it_it Italian Italy

ja_jp Japanese Japan
ko_kr Korean Korea
pt_br Portuguese Brazil
ru_ru Russian Russia
zh_cn Chinese (Simplified) China
zh_tw Chinese (Simplified) Taiwan
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.
Music media organization

Avaya Aura® Media Server stores music media files in content groups in a reserved namespace,
named streamsource, in the Content Store. These content groups can be collections of music files
of a specific genre, pop, rock, or classical for example, or any other group classification. To use
scripted music in OD flow applications or scripts, you create routes in Contact Center Manager
Administration (CCMA) that link to one of the Avaya Aura® Media Server streamsource content
groups. The OD flow applications or scripts reference these routes to access the scripted music
provided by Avaya Aura® Media Server.
Default media files
Avaya Aura® Media Server contains a set of country and language specific default media files for all
supported locales. The default media files contain numerical values, busy tones and ring-back
tones. You can use these default “canned” media files in your Contact Center solution, or you can
replace them with your own recordings.
The following are examples of the Avaya Aura® Media Server default or canned locale specific
media files:
• Single digit playback (zero.wav, one.wav, two.wav ... nine.wav)
• Busy tone wav file (busy.wav)
• Ringback wav file (ringback.wav)
The default media files are stored in the prompts section of the Avaya Aura® Media Server Content
Store. The canned media files are stored in Linear 16-bit PCM recording format. You use Avaya
Aura® Media Server Element Manager to replace the existing default “canned” media files with your
own files.
Default media files are stored in the Avaya Aura® Media Server Content Store and are therefore
replicated to other Avaya Aura® Media Servers in resilient or clustered solutions.
The following languages use different WAV file names for the following numbers:
Network configurations
Zero One Two Three Four Five Six Seven Eight Nine
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.
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.
Standalone Avaya Aura® Media Server

Standalone Avaya Aura® Media Server is supported only on the Linux operating systems. You
cannot install other applications on the Avaya Aura® Media Server Linux server.
In Contact Center Manager Administration, you configure the Avaya Aura® Media Server as a media
server and assign it to provide media services. When you configure a Media Server in Contact
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.
Avaya Aura® Media Server cluster

An Avaya Aura® Media Server cluster is a collection of Avaya Aura® Media Server nodes that work
closely together. Avaya Aura® Media Server clusters offer improved redundancy. An Avaya Aura®
Media Server cluster shares the following resources:
• Cluster Primary and Secondary Nodes
• Persistent Content Storage
• Redundant License Servers
The cluster performs automatic Content Store replication of system and application configuration
data, as well as media content, so you must configure the same media applications on all Avaya
Aura® Media Server servers in the same cluster.
An Avaya Aura® Media Server cluster has:
• One Avaya Aura® Media Server designated as the primary Avaya Aura® Media Server
• One Avaya Aura® Media Server designated as the secondary Avaya Aura® Media Server
• Up to six Avaya Aura® Media Servers, each designated as a standard Avaya Aura® Media
Server
Figure 3: Avaya Aura® Media Server cluster
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.
Avaya Aura® Media Server Cluster Operating Systems

The servers in an Avaya Aura® Media Server cluster must all have the same operating system. All
the servers in an Avaya Aura® Media Server cluster must use the Red Hat Enterprise Linux Release
6.x 64-bit operating system. Avaya Aura® Media Server is supported only when Red Hat Enterprise
Linux is installed with English Language selected. Avaya Aura® Media Server does not support
clusters with mixed operating systems. You cannot install other applications on the Avaya Aura®
Media Server.
Avaya Aura® Media Server improved cluster redundancy
Each Avaya Aura® Media Server supports up to 1000 concurrent agents. When using an Avaya
Aura® Media Server cluster, in Contact Center Manager Administration, you must configure each
Avaya Aura® Media Server in the cluster separately as a media server, and assign it to handle
media services. Avaya Aura Contact Center then distributes its media processing requirements
across all configured Avaya Aura® Media Servers.
If your contact center requires 2400 concurrent agents, your solution requires three Avaya Aura®
Media Servers: one primary Avaya Aura® Media Server, one secondary Avaya Aura® Media Server,
and one standard Avaya Aura® Media Server. If one of these three Avaya Aura® Media Servers fails,
potentially one third of calls might be lost. The remaining two Avaya Aura® Media Servers can
support only 2000 concurrent agents.
For improved redundancy, you can install up to eight Avaya Aura® Media Servers, one primary
Avaya Aura® Media Server, one secondary Avaya Aura® Media Server, and up to six standard
Avaya Aura® Media Servers. If any of the eight Avaya Aura® Media Servers in the cluster fail, fewer
(one eight) of the calls are lost, and the remaining seven Avaya Aura® Media Servers can continue
to process the phone calls for all agents.
Avaya Aura® Media Server requires either primary or secondary server to play
custom media
Either the Primary or Secondary server must remain in service for the cluster to remain operational.
Cluster service is lost if the Primary and Secondary servers are out-of-service at the same time.
Avaya Aura® Media Server cluster configuration
Avaya Aura® Media Server supports custom (customer generated) media files and default (canned)
media files.
In an Avaya Aura® Media Server cluster-based solution, you use Contact Center Manager
Administration (CCMA) Prompt Management to configure your custom media files in the Content
Store of the primary Avaya Aura® Media Server. The Content Store contents, including custom
media files, are automatically replicated to all other Avaya Aura® Media Servers in the cluster.
In an Avaya Aura® Media Server cluster-based solution, 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 all other Avaya Aura® Media
Servers in the cluster.
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:
• Cluster Configuration.
Avaya Aura® Media Server High Availability pair

The Avaya Aura® Media Server High Availability feature ensures uninterrupted availability of media
processing and reduces loss of processing data when a switchover occurs. In a High Availability
deployment, you configure a redundant pair of Avaya Aura® Media Server servers. The High
Availability feature uses two Avaya Aura® Media Server operating in an active-standby
configuration. Both the servers have identical configuration and provide full media processing
capabilities. Administrators configure the High Availability feature by designating one Avaya Aura®
Media Server as the primary server and the other as the backup server. Both servers communicate
with each other using a heartbeat mechanism. Interruptions in the heartbeat between servers
triggers a switchover, and the standby server becomes active. Because both the primary and
backup servers are identical in functionality and configuration, the switchover is seamless.
Important:
Avaya Aura® Media Server supports High Availability only on a Linux operating system.
Figure 4: Avaya Aura® Media Server High Availability pair
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.
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
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:
• Trusted Avaya Aura® Contact Center (CCMS) servers
• Custom media files (WAV) for announcements (stored in a Content Namespace in the Content
Store)
• High Availability configuration
Multiple Avaya Aura® Media Server High Availability pairs

For increased agent capacity in a High Availability deployment, you configure multiple redundant
pairs of Avaya Aura® Media Server servers. The Avaya Aura® Media Server High Availability feature
ensures uninterrupted availability of media processing and reduces loss of processing data when
switchover occurs.
Important:
Avaya Aura® Media Server supports High Availability only on a Linux operating system.
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.
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
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:
• Custom media files (WAV) for announcements (stored in a Content Namespace in the Content
Store)
Configure the following Avaya Aura® Media Server resources and settings on each primary Avaya
Aura® Media Server:
• Locale
• Trusted Contact Center Manager Server (CCMS) servers
• High Availability configuration.
Avaya Aura® Media Server Remote Geographic Node deployment

Where the contact center deploys High Availability with a Remote Geographic Node, implement a
single Avaya Aura® Media Server server, an Avaya Aura® Media Server cluster, or an Avaya Aura®
Media Server HA pair at the remote site.
A Remote Geographic Node site supports the following Avaya Aura® Media Server deployments:
• A single primary Avaya Aura® Media Server. The single primary Avaya Aura® Media Server
replicates data from the primary Avaya Aura® Media Server at the campus site.
• An Avaya Aura® Media Server cluster. The primary Avaya Aura® Media Server of the cluster
replicates data from the primary Avaya Aura® Media Server at the campus site. The other
Avaya Aura® Media Servers in the remote cluster replicate data from the primary Avaya Aura®
Media Server of the remote cluster.
• An Avaya Aura® Media Server High Availability pair. The primary Avaya Aura® Media Server of
the HA pair replicates data from the primary Avaya Aura® Media Server at the campus site.
The backup Avaya Aura® Media Server at the remote site replicates data from the primary
Avaya Aura® Media Server at the remote cluster.
Configure one remote Avaya Aura® Media Server primary server to replicate from the primary Avaya
Aura® Media Server at the campus site. Then configure all other Avaya Aura® Media Servers at the
remote site to replicate from the primary Avaya Aura® Media Server 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.
In Remote Geographic Node deployments, configure Content Store replication between the primary
server of the remote site and the primary server on the campus site. This allows Content Store
configuration on only a single primary server on the campus, and the Content Store configuration
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.
Avaya Aura® Media Server Zoning

Avaya Aura® Media Server (Avaya Aura® MS) Zoning allows contact center administrators to target
a specific Avaya Aura® MS instance or prioritized list of instances when anchoring incoming contact
center calls. The administrator chooses the preferred Avaya Aura® MS instance on which to anchor
the contact center call using a new scripting command in Avaya Aura® Orchestration Designer (OD).
The preferred Avaya Aura® MS instance can be selected based on a number of parameters (for
example CDN, CLID). These parameters are chosen by the administrator in OD. If no Avaya Aura®
MS instance is explicitly selected in the OD script, Avaya Aura® Contact Center (AACC) falls back to
its current round-robin selection of an Avaya Aura® MS instance from the available pool. If no Avaya
Aura® MS instances in the supplied list are reachable, AACC falls back to its round-robin algorithm
to anchor on any other available Avaya Aura® MS.
The existing AACC call handling model, prior to Avaya Aura® MS Zoning, saw incoming customer
calls anchored on an available Avaya Aura® MS instance immediately upon arrival into Contact
Center. AACC then gives control of these calls to the scripting engine. The mechanism used to
select the Avaya Aura® MS instance is a round-robin algorithm, which means you cannot reliably
predict the specific Avaya Aura® MS instance to be used for any given call. In this case, Avaya
Aura® MS instances must be co-located in a single data center to avoid random distribution of voice
media traffic across a customer’s Wide Area Network (WAN).
By controlling the Avaya Aura® MS selection process, administrators can optimize WAN bandwidth
utilization by distributing Avaya Aura® MS instances to be in close proximity to call ingress points
across the contact center network. Calls are then anchored locally at those points. This ensures all
voice media traffic to and from the customer is retained within a single location.
Note:
Avaya Aura® Contact Center supports a maximum of four sites in any Avaya Aura® MS Zoning
solution. This includes a main data center and three additional sites (this can include a
combination of a Remote Geographic Site and two standard remote sites).
The following diagrams show the differences between solutions with and without Avaya Aura® MS
Zoning.
Figure 7: AACC solution without Avaya Aura® MS Zoning
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.
Figure 8: AACC solution with Avaya Aura® MS Zoning

The diagram above also describes a Mission Critical HA solution with a Remote Geographic Node
site. In this example, an Avaya Aura® MS High Availability pair is co-located with a call ingress point
at the Amsterdam location. The Luxembourg site still contains no Avaya Aura® MS instances. This
example might be relevant where a low level of call traffic is arriving at the Luxembourg location and
is considered to be close enough (from a WAN traversal perspective) to another location where
Avaya Aura® MS instances are deployed. In this example, calls arriving from Luxembourg can be
anchored on the Avaya Aura® MS in Amsterdam by default, with a suitably provisioned WAN link
between those two sites to handle the customer call leg media traffic.
This example includes Avaya Aura® MS High Availability pairs located at the RGN site with G450
Media Gateways. With Avaya Aura® MS Zoning, it is now possible for the Main Data Center to use
the Avaya Aura® MS servers and gateways located at the RGN site. It is also possible for the non-
HA AACC server to use Avaya Aura® MS High Availability pairs at the RGN site.
You enable the Avaya Aura® MS Zoning feature on the CCMA Global Settings page. You must have
a license that supports Avaya Aura® MS Zoning — you cannot enable Avaya Aura® MS Zoning
without a license. The feature is disabled by default. Once the feature is enabled, you must
configure your OD flow applications to perform the required Avaya Aura® MS selection logic. If no
selection logic is configured in OD, the existing round-robin algorithm is applied for incoming calls.
Agent selection considerations
Administrators can optimize WAN bandwidth utilization by distributing Avaya Aura® MS instances to
be in close proximity to call ingress points across the contact center network; however the location
of the agent on the customer call also impacts the WAN bandwidth usage. This is because there is
an agent call leg established between the Avaya Aura® MS instance and the agent for each
customer call. An agent in close proximity to the Avaya Aura® MS instance improves bandwidth
usage.
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.
- 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.
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.
Campus High Availability

Campus High Availability caters for Contact Center application or server failures, and offers
resiliency for local network failures. In a campus High Availability environment the standby and
active servers are in the same physical location. The active and standby servers have different static
IP addresses, but share a common virtual Managed IP address.
Managed IP address
Contact Center supports the active/standby High Availability model. The active server processes
contacts. The standby server takes over if the active server fails or is shut down for maintenance.
A Managed IP address is a virtual IP address that is attached to a Network Interface Controller
(NIC) on the active server.
Each High Availability application server has a static IP address. The active server attaches the
Managed IP address to its network interface. The Managed IP address is assigned only to the active
server. All other contact center applications and clients connect to the active server and applications
using the Managed IP address. If the standby server takes over processing and becomes active, it
attaches the Managed IP address to its network interface. When an active server stops being the
active server, it stops hosting the Managed IP address.
If your High Availability-enabled active Contact Center server has two network interfaces and is
configured to support an embedded LAN (ELAN), then the Contact Center server supports two
Managed IP addresses; one Managed IP address for the CLAN and one Managed IP address for
the ELAN. Contact Center supports an embedded LAN only in CS1000 AML-based solutions.
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.
Contact Center application geographic redundancy
Contact Center application geographic redundancy

The Avaya Aura® Contact Center High Availability feature supports geographic redundancy for data
resiliency and disaster recovery. In geographic Wide Area Network (WAN) solutions, the standby
server on the remote geographic site is called a Remote Geographic Node (RGN) server. Contact
Center geographic High Availability supports data resiliency and disaster recovery.
The Remote Geographic Node (RGN) server on the remote site shadows the server on the campus
site, maintaining a near real-time local copy of the active server databases. Therefore, the RGN
server is configured with the most recent data and it can take over if the campus site fails. Where
the campus site has High Availability, the RGN server shadows the active server on the campus
site, using the Managed IP address. This means that following a Contact Center switchover on the
campus site, the RGN continues to shadow data from the same IP address.
The RGN server must have the same Contact Center applications installed as the active server. For
example, if the active server is a Voice and Multimedia Contact Server, then the RGN server must
be a Voice and Multimedia Contact Server. If the campus site has a Voice Contact server and a
Multimedia Contact server, the remote site must have a Voice Contact server and a Multimedia
Contact server.
You must use a backup Domain Controller in geographic Wide Area Network (WAN) Contact Center
solutions. The Remote Geographic Node (RGN) servers must be able to communicate with the
backup Domain Controller after a failure at the campus site. The Remote Geographic Node servers
use the backup Domain Controller to authenticate users if the administrator brings the RGN server
online.
Database shadowing
The following Avaya Aura® Contact Center components store information in a Caché database:
• Contact Center Manager Server (CCMS)
• Communication Control Toolkit (CCT)
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.
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.
Geographic High Availability solution

There are two Geographic High Availability solutions:
• Remote Geographic Node server with no HA at the campus
• Remote Geographic Node server with HA at the campus
The following diagram shows an example of a geographic High Availability solution with no HA at
the campus. The RGN Voice Contact server on the remote geographic site shadows the campus
Voice Contact Server. The RGN Multimedia Contact Server shadows the campus Multimedia
Contact Server.
Geographic High Availability solution
Figure 9: Example of a Geographic High Availability solution with no HA at the campus
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.
Figure 10: Example of a Geographic High Availability solution with HA at the campus
The main advantages of Geographic High Availability are:

• Support for database shadowing over the WAN.
• Redundancy in the event of a campus site failure.
Geographic High Availability caters for complete campus site failures, that is, a disaster recovery
solution. Remote Geographic Node servers do not automatically take over if the campus system
fails. You must start the Remote Geographic Node servers manually.
Avaya Aura® Contact Center supports the following geographic High Availability topologies:
• Avaya Communication Server 1000 AML-based solution, with campus active and standby
Contact Center servers, and Contact Center Remote Geographic Node server(s) for data
resiliency and disaster recovery.
• Avaya Communication Server 1000 AML-based solution, with a campus active Contact Center
server(s), and Contact Center Remote Geographic Node server(s) for data resiliency and
disaster recovery.
Contact Center Application High Availability
Contact Center Application High Availability

In a campus solution, each application (CCMS, CCMA, CCT, and CCMM) on the active server
processes contacts. Each application (CCMS, CCMA, CCT, and CCMM) on the standby server
monitors and shadows the corresponding active application.
Most failures of any active application cause a server switchover from the active server to the
standby server.
• CCMS: CCMS service, database, network, or hardware failure
• CCT: CCT service, database, network, or hardware failure
• CCMM: database, network, or hardware failure.
If a critical CCMM service fails, Windows Service Monitor automatically restarts the service.
In a Remote Geographic HA solution, each application (CCMS, CCMA, CCT, and CCMM) on the
RGN server monitors and shadows the corresponding active application on the active campus
server. However, a failure of one of the applications on the active site does not cause a switchover
to the RGN server.

The Avaya Aura® Media Server High Availability feature ensures uninterrupted availability of media
processing and reduces loss of processing data when an Avaya Aura® Media Server fails. The High
Availability feature uses two Media Servers. Both the servers have identical configuration and
provide full media processing capabilities.
Administrators configure the High Availability feature by designating one server as the primary
server and the other as the backup server. Either of these servers can be the active server, with the
other being the standby. Both servers communicate with each other using a heartbeat mechanism.
Interruptions in the heartbeat from the active server trigger a switchover to the standby server. The
standby server becomes the active server. Because both the active and standby servers are
identical in functionality and configuration, the switchover is seamless.
After a switchover, if both servers are still running, the Avaya Aura® Media Server HA pair continues
to provide full redundancy and call protection. For example, if a temporary network fault causes a
switchover, the HA pair is functional after the network recovers. You do not need to manually
intervene to reinstate the HA pair. If both servers are running and can communicate a heartbeat
after a switchover, the HA pair continues to support switchovers. However, if a fault on the active
server causes a switchover, and the failed server is no longer running, Avaya Aura® Media Server
does not provide redundancy or call protection. You must fix the failed server and manually reinstate
HA.
Limitations:
• You can configure High Availability only in a 1+1 configuration.
• Avaya Aura® Media Server supports High Availability only on a Linux operating system.
Avaya Aura® Media Server High Availability pair

In a High Availability deployment, configure a redundant pair of Avaya Aura® Media Server servers.
Configure a High Availability primary Avaya Aura® Media Server and a High Availability backup
Avaya Aura® Media Server on two separate servers. In Contact Center Manager Administration, you
configure the Avaya Aura® Media Server High Availability pair as the media server, using the
managed IP address of the cluster, and assign it to handle conference media services.
When you configure an Avaya Aura® Media Server as a Media Server in Contact Center Manager
Administration, Contact Center License Manager pushes licenses to that Avaya Aura® Media
Server. You must restart Contact Center License Manager to push the licenses to Avaya Aura®
Media Server. Do not configure WebLM licensing on the Avaya Aura® Media Server servers.
Figure 11: Single Avaya Aura® Media Server with High Availability
Avaya Aura® Media Server server High Availability pairs

For increased agent capacity in a High Availability deployment, you configure multiple redundant
pairs of Avaya Aura® Media Server servers. The Avaya Aura® Media Server High Availability feature
ensures uninterrupted availability of media processing and reduces loss of processing data when
switchover occurs.
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.
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.
Standby server hardware requirements

The standby server must match the active server. The standby server must have the exact same
hard disk partitions, the same amount of memory and the same CPU type. The standby server must
have the Contact Center software installed on the same partitions as the active server. The active
and standby servers must have the same patch level and the same operating system updates.
Note:
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
Campus network configuration
place to communicate securely with the Application Enablement Services server and to support
High Availability switchover.

Contact Center uses a managed IP address for campus High Availability. A managed IP address is
a virtual IP address hosted on the NIC of the currently active server. Both the active and standby
servers also have a static IP address. You configure the static IP address of each server in the
Windows operating system. You configure the Managed IP address in the Contact Center High
Availability configuration interface.
To eliminate network points of failure in the Contact Center solution, you must use Link Aggregation
Control Protocol (LACP), NIC Teaming, and Virtual Router Redundancy Protocol (VRRP).
Dynamic Host Configuration Protocol (DHCP):
Contact Center server applications do not support Dynamic Host Configuration Protocol (DHCP). All
Contact Center servers must have a static IP address.
Link Aggregation Control Protocol:
Link Aggregation Control Protocol (LACP) provides a method to control the bundling of several
physical ports together to form a single logical channel. LACP allows a network device to negotiate
an automatic bundling of links by sending LACP packets to the peer (directly connected device that
also implements LACP).
NIC teaming:
NIC teaming is the process of grouping together several physical NICs into one single logical NIC,
which can be used for network fault tolerance and transmit load balancing. By teaming more than
one physical NIC to a logical NIC, high availability is maximized. Even if one NIC fails, the network
connection does not cease and continues to operate on other NICs.
Virtual Router Redundancy Protocol (VRRP):
Virtual Router Redundancy Protocol (VRRP) is a redundancy protocol designed to increase the
availability of the default gateway servicing hosts on the same subnet. Two or more physical routers,
such as Avaya ERS 5520, can be configured to stand for a virtual router. If one physical router fails,
another physical router automatically replaces it.
Campus High Availability supports LAN environments where the round trip delay is less than 80ms,
with less than 0.5% packet loss.
Remote Geographic Node server requirements

The Remote Geographic Node server must match the campus server. The Remote Geographic
Node server must have the same Contact Center application, the exact same hard disk partitions,
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.
Geographic network configuration

If you have Contact Center HA at the campus, configure the Remote Geographic Node to
communicate with the Managed IP address at the campus site.
To eliminate network points of failure in the contact center solution, you must use Link Aggregation
Control Protocol (LACP), NIC Teaming and Virtual Router Redundancy Protocol (VRRP).
NIC teaming:
Geographic High Availability supports WAN environments where the round trip delay is less than
80ms, with less than 0.5% packet loss.
Simple Network Management Protocol

You can configure Contact Center applications to alert any Avaya or third-party applications that
connect to the server whether the primary server is active, is performing a switchover, or is inactive.
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.
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.
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
Avaya Aura® Experience Portal Integration
amounts of call‐related 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 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:
Solution type CS 1000 AML-based Contact Avaya Aura SIP-enabled
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
Data transfer methods
Data transfer methods

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 key- Maximum 5 ASCII key-value pairs of Contact
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.
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.
Avaya Aura® Experience Portal Orchestration Designer

Avaya Aura® Experience Portal Orchestration Designer is an Eclipse-based application
development environment which supports the development of Voice XML and CCXML speech
applications. Orchestration Designer generates Avaya Aura® Experience Portal compliant XML-
based applications which are deployed on software application servers such as Apache Tomcat
Server in a self-service solution.
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
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.
Call Control XML

Call Control XML (CCXML) is a standard markup language for controlling how phone calls are
placed, answered, transferred, conferenced, and more. CCXML works with Voice XML to provide an
XML-based solution for any telephony application. Voice XML and CCXML are two separate
languages and are not required in an implementation of either language. For example, CCXML can
be integrated with a more traditional Interactive Voice Response (IVR) system and Voice XML
dialog systems can be integrated with other call control systems.
SIP-enabled Avaya Aura® Contact Center

Avaya Aura® Contact Center uses Session Initiation Protocol (SIP) architecture to provide maximum
interoperability and flexibility. SIP-enabled Avaya Aura® Contact Center simplifies solution
architecture and CTI deployments. Avaya Aura® Contact Center SIP-enabled architecture and
Contact Intrinsic data make it easy to develop screen pop applications, reducing the time, effort, and
cost required to launch new capabilities.
Contact Center Manager Server (CCMS) contains a SIP Gateway Manager (SGM) component
which is the call processor in a SIP-enabled Contact Center. The SIP Gateway Manager is a
standalone SIP element that can receive and process calls from SIP-enabled communication
systems such as the Communication Manager platform.
Avaya Aura® Contact Center supports User‐to‐User Information (UUI) SIP header information and
P‐Intrinsic SIP header information. Contact Center uses the header information in each SIP call to
generate call‐related Contact Intrinsic information and Call Attached Data (CAD). This Contact
Intrinsic data can contain information relevant to that call, the calling customer, and other
information retrieved by self‐service or third party applications. Contact Intrinsics are key-value pairs
of relatively small amounts of data. Call Attached Data is a longer unstructured amount of data.
In a SIP‐enabled contact center solution, the information stored in some SIP INFO messages can
be used to transfer call‐related information between SIP‐enabled components. This call‐related
information enables the receiver to better understand and handle the call. 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. The Context Creation sample
application can inject multiple pieces of context information (Intrinsics and Call Attached Data) into
Avaya Aura® Contact Center, where as the Play and Collect sample application can retrieve only a
single piece of data, for example collected digits. 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.
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.
P-Intrinsic SIP Header

Avaya Aura® Contact Center supports the custom P‐Intrinsics private header. The Session Initiation
Protocol (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, you can use SIP headers to transfer small amounts of call‐related
information between SIP‐enabled applications. The application receiving this SIP message reads
these headers and performs some action based on the contents of the headers. SIP header
information can provide additional data about a call that applications can use to process that call.
You can use P‐Intrinsics header information to pass context information between SIP‐enabled
applications. Avaya Aura® Contact Center parses the P-Intrinsics SIP header information and uses it
to create Contact Intrinsics or Call Attached Data. You can use P‐Intrinsics in conjunction with User‐
to‐User (UUI) information if backwards compatibility with existing applications is required.
SIP private headers (P-Headers) are purely informational. They do not create new commands and
they do not interfere with the regular transmission of SIP messages. SIP private headers are used
only to pass extra information that the receiving application can use. Avaya Aura® Contact Center
supports the P-Intrinsics SIP header in incoming SIP INVITE messages.
Components that support this private header include front-end IVRs systems such as Avaya Aura®
Experience Portal, SIP proxies such as Avaya Aura® Session Manager, or other SIP-enabled
entities in the call flow.
P‐Intrinsics information is not restricted by legacy limitations like UUI. P‐Intrinsics information can
grow in size, depending on other headers in the call, and on the call flow path. It can also be used to
inject call attached data. It is therefore more flexible than UUI data. You can use both headers
together, and customers can retain backwards compatibility with applications that already use UUI
data.
Typical solution using P‐Intrinsics
A front‐end Avaya Aura® Experience Portal system uses XML speech applications and SIP header
information to integrate with Avaya Aura® Contact Center. A self‐service Voice XML speech
application running on the Avaya Aura® Experience Portal – Application Server answers customer
calls and gathers call‐associated information based on customer’s answers and inputs. Experience
Portal then transfers the customer call, complete with this call‐associated information stored in the
P‐Intrinsics SIP header, to Avaya Aura® Contact Center.
Contact Center uses the P-Intrinsics header to generate Contact Intrinsic and/or Call Attached Data
specific to that call. If this call is ultimately answered by an agent, the agent can use the call‐related
Contact Intrinsic data to access customer details. The agents might receive the Contact Intrinsic
data in a screen pop, or they might need to access these details manually using Avaya Agent
Desktop.
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.
Universal Call Identifier

Universal Call Identifier (UCID) is an Avaya proprietary call identifier used to help correlate call
records between different systems. Universal Call Identifier information, where enabled, is added to
the User-to-User Information (UUI) data in SIP calls.
This identifier can be generated by the Avaya Aura® Experience Portal MPP server. Universal Call
Identifier can be passed to Avaya Aura® Experience Portal through an application's SIP headers.
Avaya Aura® Experience Portal can receive UCID from Avaya Aura® Communication Manager.
Avaya Aura® Contact Center Web Service Open Interfaces

Avaya Aura® Contact Center provides open standards-based Web services to support maximum
interoperability and flexibility.
Web Services Open Interfaces

Avaya Aura® Contact Center Web Service Open Interfaces simplify the integration between the
Contact Center and self-service systems allowing enterprises to quickly and easily adapt to
changes.
Avaya Aura® Contact Center Web Services are a series of licensed SOAP-based open interfaces
available to applications based on Service-Oriented Architecture (SOA).
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.
Front-end Avaya Aura® Experience Portal self-service

using Contact Center Web Service Open Interfaces
This section describes a front‐end Avaya Aura® Experience Portal self‐service integration using
Avaya Aura® Contact Center ‐ Web Service Open Interfaces. Integrating Avaya Aura® Experience
Portal with Avaya Aura® Contact Center ‐ Web Service Open Interfaces is supported with the
following platforms:
• SIP‐enabled Avaya Aura® Unified Communications platform
• AML‐based Avaya Communication Server 1000 solutions
Application Module Link (AML) is an internal protocol used by Avaya Aura® Contact Center to
communicate directly with Avaya Communication Server 1000.
A combined Avaya Aura® Experience Portal self-service system and Avaya Aura® Contact Center
solution gives your 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 XML voice applications to integrate with Avaya Aura® Contact
Center open standard Web services. The Avaya Aura® Contact Center open standard Web services
are supported in AML-based and SIP-enabled contact centers.
Avaya Aura® Experience Portal supports any XML speech application that is compliant with Voice
XML Version 2.1 or Call Control eXtensible Markup Language (CCXML), regardless of the tool in
which the application was created. However, Avaya recommends that you create your speech
applications with 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 Communication Manager platform.
Figure 14: Example of front-end Avaya Aura® Experience Portal using Contact Center Web Service
Open Interfaces
Call flow example using CCMS Web service Open Interfaces

This call flow example shows how the Avaya Aura® Experience Portal system interacts with Avaya
Aura® Contact Center Web Service Open Interfaces to handle a typical automated front-end self-
service customer transaction.
1. Incoming customer calls are routed to a Media Processing Platform (MPP) server in the
Avaya Aura® Experience Portal system.
2. The MPP server checks the Dialed Number Identification Service (DNIS) for the incoming
call and uses the configuration information downloaded from the Experience Portal Manager
(EPM) server to match the number to a speech application on Avaya Aura® Experience
Portal.
3. The Experience Portal Management System starts an Avaya Voice Browser session and
passes it the Universal Resource Indicator (URI) specified for the selected speech
application.
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
Front-end Avaya Aura® Experience Portal and SIP-enabled

Contact Center
A combined Avaya Aura® Experience Portal self-service system and SIP-enabled Avaya Aura®
Contact Center solution gives your 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 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.
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
Call flow example for front-end Avaya Aura® Experience Portal

and SIP-enabled Contact Center
Aura® Contact Center to handle a typical automated front-end self-service customer transaction.
1. Incoming customer calls are routed to a Media Processing Platform (MPP) server in the
Avaya Aura® Experience Portal system.
2. The MPP server checks the Dialed Number Identification Service (DNIS) for the incoming
call and uses the configuration information downloaded from the Experience Portal Manager
(EPM), server to match the number to a speech application on Avaya Aura® Experience
Portal.
3. The Experience Portal Management System starts an Avaya Voice Browser session and
passes it the Universal Resource Indicator (URI) specified for the selected speech
application.
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.
Back-end Avaya Aura® Experience Portal and SIP-enabled

Contact Center
Avaya Aura® Experience Portal provides back-end Interactive Voice Response (IVR) services like
text-to-speech, digit collection, music, and speech recognition. A combined Avaya Aura® Experience
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
Call flow example using back-end Avaya Aura® Experience Portal

and SIP-enabled Contact Center
Aura® Contact Center to handle a typical automated back-end Interactive Voice Response (IVR)
customer transaction.
1. Incoming customer calls to the Communication Manager are routed by the Session Manager
to Avaya Aura® Contact Center.
2. Avaya Aura® Contact Center answers the call and runs a flow application, script, and/or
optional primary scripts. A primary script is an application ran or referenced by the Master
Script. Contact 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.
5. Avaya Aura® Experience Portal passes the call to a 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 Play and Collect Voice XML application
(PlayAndCollect) with the parameters retrieved from Avaya Aura® Contact Center. If
available, SIP header UUI data is also extracted and passed to the Voice XML application.
8. The Play and Collect 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 Play and Collect Voice XML application collects the digits entered by the customer.
10. The Play and Collect Voice XML application then passes the customer's digits back to the
CCXML dialog application.
11. The CCXML dialog application returns the collected digits to Avaya Aura® Contact Center in
a SIP INFO message.
12. The CCXML dialog application then drops out (BYE).
13. The Avaya Aura® Contact Center script retrieves the IVR collected digits.
A combined Avaya Aura® Contact Center and Avaya Aura® Experience Portal solution gives
customers exceptional service and improved efficiency. Back-end Avaya Aura® Experience Portal
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
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.
Back-end Avaya Aura® Experience Portal using Context

Creation and SIP-enabled Contact Center
Avaya Aura® Experience Portal provides back-end Interactive Voice Response (IVR) services like
text-to-speech, digit collection, music, and speech recognition. A combined Avaya Aura® Experience
Portal system and Avaya Aura® Contact Center solution gives your customers exceptional service
and improved efficiency.
Avaya Aura® Contact Center provides generic sample applications to demonstrate how it integrates
with Avaya Aura® Experience Portal. You can select a sample application that suits your integration,
review the sample code, and customize it to your solution before deploying it in production.
In a SIP‐enabled contact center solution, the information stored in some SIP INFO messages can
be used to transfer call‐related information between SIP‐enabled components. This call‐related
information enables the receiver to better understand and handle the call. 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.
The Context Creation sample application can inject multiple pieces of context information (Intrinsics
and Call Attached Data) into Avaya Aura® Contact Center, where as the Play and Collect sample
application can retrieve only a single piece of data, for example collected digits.
In a typical back-end Avaya Aura® Experience Portal solution, customer calls to the Avaya Aura®
Contact Center are routed to Avaya Aura® 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 (Avaya Aura® Experience Portal supports optional Automatic Speech
Recognition servers). The Avaya Aura® 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.
In a back-end integration where Avaya Aura® Experience Portal is using the Context Creation
sample application, the Avaya Aura® Contact Center Orchestration Designer script sends a GIVR
IVR (SIP INVITE) message into the Avaya Aura® Experience Portal system. The SIP INVITE
message has “treatmenttype” set to “contextcreation”. Avaya Aura® Experience Portal passes the
SIP call to a sample Dialog CC XML application. The Dialog CC XML and Context Creation
VoiceXML applications process the call, and return hex‐encoded call‐related information. Because
the “treatmenttype” was set to “contextcreation”, the Dialog application returns a SIP INFO message
of type “application/x‐aacc‐info” to the Contact Center. The Contact Center SIP Gateway Manager
(SGM) recognizes this SIP message type and converts the context information in the call into
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
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.
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
Call flow example using back-end Avaya Aura® Experience Portal

with the Context Creation sample application
Aura® Contact Center to handle a typical automated back-end Interactive Voice Response (IVR)
customer transaction.
1. Incoming customer calls to the Communication Manager are routed by the Session Manager
to Avaya Aura® Contact Center.
2. Avaya Aura® Contact Center answers the call and runs a script, and/or optional primary
scripts. A primary script is an application ran or referenced by the Master Script. Contact
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
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.
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.
Secure Access Link for remote support

Avaya requires you to install Avaya Secure Access Link (SAL) on the server to provide remote
support. SAL is a remote-access architecture that provides simplified network management and
increased security, reliability and flexibility. Secure Access Link (SAL) gives you complete control of
when and how Avaya, or any other service partner, can access your equipment.
Microsoft Remote Desktop Connection

By default, Microsoft Remote Desktop Connection for Administration is installed on Windows Server
2012 R2. When you install Windows Server 2012 R2, Microsoft Remote Desktop Connection is
installed but not enabled. You must enable the RDC manually.
Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the
local computer and the remote Contact Center server (that is, a direct modem connection is not
available). You have two options to establish a TCP/IP network connection:
• Virtual Private Network (VPN) connection using Avaya VPN Router
• Microsoft Network and dial-up connection for Remote Access Support connection
Virtual Private Network

A Virtual Private Network (VPN) provides more security than directly connected modems. While
many VPN technologies and configurations are available for remote support of enterprise voice
equipment, Avaya supports a standard technology based on the VPN Router 1100 (or later) in the
following host-to-gateway configuration.
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.
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.
Part 2: Interoperability
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.
Avaya Aura® Unified Communications platform

Avaya Aura® Contact Center uses industry-standard SIP and CSTA (TR/87 over SIP) interfaces to
communicate with SIP-enabled systems such as the Unified Communications platform. Integrating
Contact Center with the Avaya Aura® Unified Communications platform using SIP infrastructure
supports communication between customers and contact center agents. This integration gives
Contact Center access to and control of Avaya Aura® Unified Communications phones. The Avaya
Aura® Unified Communications platform benefits from Contact Center skill-based routing, call
treatments, reporting, and the graphical Orchestration Designer. Avaya Agent Desktop supports
Avaya Aura® Unified Communications phones and continues to support voice, email, and Web chat
contact types.
Contact Center supports the following Avaya Aura® Unified Communications components:
Avaya Aura® component Release
®
Avaya Aura System Platform 6.2 FP4, 7.0
®
Avaya Aura Solution for Midsize Enterprise 6.2 FP4, 7.0
®
Avaya Aura Communication Manager 6.2 FP4, 7.0
®
Avaya Aura Application Enablement Services 6.2 FP4, 7.0
®
Avaya Aura System Manager 6.2 FP4, 7.0
®
Avaya Aura Session Manager 6.2 FP4, 7.0
Avaya Aura® Unified Communications platform
Avaya Aura® component Release

®
Avaya Aura Presence Services 6.x
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.
Multiple AACC instances and a single UC platform

An Avaya Aura® Unified Communications (UC) platform supports up to three Avaya Aura® Contact
Center (AACC) servers. The overall capacity of the combined AACC servers connected to a single
UC platform must not exceed the maximum specified capacity of a single AACC instance connected
to that UC platform.
Where multiple AACC servers share a UC platform, AACC High Availability and or UC High
Availability are not supported.
Where multiple AACC instances share a single UC platform, the AACC instances use a single
common SIP domain name.
The following table specifies the capabilities shared by up to three Avaya Aura® Contact Center
instances.
Capability Support Notes and Limitations
Duplex Communication Manager (CM) Not Supported
Shared Application Enablement Services Supported Within engineering limits
server
Shared Session Manager server Supported Within engineering limits
®
Shared Avaya Aura Workforce Not Supported Independent WFO suites required per
Optimization (WFO) AACC.
Shared Avaya Aura® Experience Portal Supported
(AAEP)
Product compatibility
Capability Support Notes and Limitations

Shared Proactive Outreach Manager Not Supported Requires one to one relationship.
(POM)
POM instance per AACC Not Supported Supports a single POM per CM.
Avaya Control Manager Supported
Shared MS Lync – Routed IM Not Supported
Shared MS Lync – Peer-to-peer Not Supported
Shared Avaya Presence Services – Not Supported
Routed IM
Shared Avaya Presence Services – Peer- Not Supported
to-peer
Shared VMware Host Supported Within engineering limits
Network Skills Based Routing between Not Supported
the AACC nodes.
Avaya Aura® Unified Communications phones

Avaya Aura® Contact Center supports the following H.323 phones:
• Avaya 1600 Series IP deskphones
• Avaya 96x1 Series IP deskphones
• Avaya Agent Desktop embedded softphone:
- Ensure you provision an IP_Agent license on the Communication Manager for each
softphone used by the contact center.
- The Communication Manager station associated with the Avaya Agent Desktop embedded
softphone must not be configured as an Avaya 96x1 Series deskphone. Configure the
Communication Manager station associated with the embedded softphone as one of the
other supported H.323 phone types.
Avaya Aura® Contact Center supports the following digital phones:
• Avaya 24xx Series deskphones
• Avaya 64xx Series deskphones
Avaya Aura® Contact Center supports the following SIP phones:
• Avaya 9608 IP deskphone
• Avaya 9611G IP deskphone
Avaya Communication Server 1000 platform

Avaya Aura® Contact Center supports SIP phones for DTMF functionality. Avaya Aura® Contact
Center supports SIP phones for High Availability functionality.
Avaya Agent Desktop supports three voice modes; Desk Phone, My Computer (softphone), Other
Phone (Telecommuter mode).
• For each Agent Desktop agent, supervisor, or agent supervisor using My Computer (softphone)
or Other Phone (Telecommuter mode), provision one IP_Agent license on the Communication
Manager.
• For each Agent Desktop agent, supervisor, or agent supervisor using Desk Phone mode, the
corresponding Communication Manager station consumes one IP_Phone license.
• Agent Desktop agents or agent supervisors that handle only multimedia contacts do not require
Communication Manager licenses.

Avaya Aura® Contact Center supports the Avaya Communication Server 1000 telephone switching
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
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.
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.
Avaya Communication Server 1000 phones

Contact Center Manager Server supports the following Avaya Communication Server 1000 phones:
• Avaya 39xx Digital Deskphone
- Avaya 3904 Digital Deskphone
- Avaya 3905 Digital Deskphone
• IP phones and Softphones
- Avaya 1120E IP Deskphone
- Avaya 1200 Series IP Deskphone
- Avaya 2002 IP Deskphone

- Avaya 2050 IP Softphone
The following conditions apply:
• Support of specific types of phones can change with each software release of the call server
(Avaya Communication Server 1000). Consult the Avaya Communication Server 1000
documents for an up-to-date list of supported phone types for the software release in use.
Avaya Communication Server 1000 AML features

Avaya Aura® Contact Center supports AML-based Avaya Communication Server 1000 switches.
The following table outlines the features supported by the Avaya Communication Server 1000 AML-
based switches. Application Module Link (AML) is an internal protocol used by Avaya Aura® Contact
Center to communicate directly with Avaya Communication Server 1000.
Table 5: Avaya Communication Server 1000 AML-based features
Feature Avaya Communication Server 1000 (AML)

Agent features
Agent logon location The agent can log on at any ACD phone.
Length of Agent ID 4 to 16 digits
Validation of agent login Contact Center Manager validates agent login.
Agent non-ACD DN Personal DN follows agent (FWD)
Call presentation features Contact Center Manager phone After Call Break, Call
Forcing, Alternate Call Answer, Host Delay Time for
each agent.
After Call Break was formally known as Union Break
Time. The Contact Center agent view and reports
continue to label this as UnionBreakTimer.
Walkaway trigger Headset removal
Phone features
Conference 6-way Conference
Transfer and conference Separate transfer, conference, simple
Entry/reporting of activity (Line of Business) code Supported
Blind transfer to CDN Supported
Agent transfer/ conference from InCalls to second Not applicable
agent InCalls key
Completion of transfer while far end is ringing If the far end address is out-of-provider (not monitored
(including blind transfers) by CCT), the remote connection state transitions
immediately from the Alerting state to Established.
Telephone switch resource features
Telephone switch interface AML connection

Number of digits for CDN 15
Number of characters for CDN URI Not applicable
Number of digits for DNIS 7
Number of characters for DNIS URI Not applicable
Number of digits for agent ID 5
Number of digits for activity (Line of Business) 3 to 32
code
Trunk and route statistics and displays Supported
Synchronization of deleted resources Reported by telephone switch
Monitoring of link status Telephone switch brings down link after 20 non
response calls
Handling of resources upon link failure Retained
Recovery after link failure Issues call release messages
Order of call presentation Telephone switch alternates Contact Center Manager
CDN and NACD ACD calls
Treatments
®
IVR Supports integrated IVR with Avaya CallPilot
Caller-entered data for external IVR Not supported
Give IVR script command Supported
IVR statistics, displays Supported
RAN Supported
Controlled option for treatments Supported. Return to CDN without answer supervision.
Automatic ringback Supported
Automatic treatment resumption Supported
Networking features
Ability to network multiple Contact Center Supported
Manager Servers
Networking statistics and displays Supported
Other features
Call information Directly supports call information (for example, CLID,
DNIS, trunk, NPA)
Hardware dongle Not required
Call ID reuse Depends on telephone switch configuration
Language support Multilanguage support
Reporting of internal and external DN calls Reported separately
Trigger for pegging of outgoing DN call Call connection
ACD and NACD calls Reported separately
Avaya Aura® Experience Portal

Taking skillsets out of service manually Not applicable
Emergency key Supported
Avaya Aura® Experience Portal

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.
Avaya Aura® Contact Center supports integration with Avaya Aura® Experience Portal Release 6.0,
7.0, and 7.0.1.
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 process and use the message.
In a contact center solution, you can use SIP headers to transfer small amounts of call‐related
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
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
• Landing Pads
• SIP header Information
In an Avaya Aura® Unified Communications platform based solution, Avaya Aura® Contact Center
• Landing Pads
• SIP header information
The following table shows the call transfer mechanism supported by each platform type:
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:
Landing Pads OI Open Queue and OI Universal OI Open Queue and OI Universal
Networking. Networking.
Additional voice services

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
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.
Additional voice services

The following table lists Avaya products and versions that are compatible with Contact Center.
Table 6: Contact Center voice services product compatibility
Product name Supported releases

®
Avaya Aura Workforce Optimization (WFO) 12.0, 12.1

®
Avaya Aura Experience Portal 7.0, 7.0.1
Avaya Proactive Outreach Manager (POM) Release 3.0.x
®
Avaya CallPilot 5.1 SU 01 or later
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

Remote Office 9150 1.3.4
Remote Office 9110, 9110, IP adapter 1.3.4
For Remote Office, the switch release determines which product version is relevant.
Avaya Engagement Development Platform (EDP) snap-in

interoperability support
Avaya Aura® Contact Center supports interoperability with the following Avaya Engagement
Development Platform (EDP) 3.1.x based snap-ins:
• Avaya Co-Browsing Snap-in 3.0.0.0.201
• Avaya Context Store Snap-in 3.1 SP 1
• Avaya Real-Time Speech Snap-in 3.1
• Avaya Aura® Presence Services 7.0
For more information about these EDP snap-ins, see the Avaya Support website at http://
support.avaya.com.
Part 3: Licensing
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.
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
Nodal Enterprise licensing

The Nodal Enterprise license type controls the licensing for a single Avaya Aura® Contact Center
node. Contact Center License Manager uses Nodal Enterprise licensing to control a single
installation of Contact Center Manager Server (CCMS), Contact Center Manager Administration
(CCMA), Contact Center Multimedia (CCMM), and Communication Control Toolkit (CCT).
The Nodal Enterprise license type is supported by the WebLM and PLIC licensing mechanisms.
In SIP-enabled Avaya Aura® Contact Center solutions that use nodal WebLM licenses, Contact
Center License Manager pushes licenses to the Avaya Aura® Media Server servers configured as
Media Servers in Contact Center Manager Administration.
Nodal Enterprise licensing does not support a Standby License Manager.
Corporate Enterprise licensing

You can use Corporate Enterprise licensing to distribute licenses to multiple servers so they can
share licenses from a single pool.
The Corporate License type is supported only by the PLIC licensing mechanism.
For example, if you have two sites: Galway and Auckland. Both sites share 100 Voice Agents. The
Contact Center License Manager is on the Galway Voice and Multimedia Contact Server. When the
day starts, all of the voice agents in Galway request licenses from the license server. One hundred
licenses are issued in Galway. As Galway closes, the Auckland day starts. As the Galway agents
log off, the licenses are made available for the agents in Auckland.
In this example, you require only 100 Voice Agent licenses to share across the two sites.
Each license that the Contact Center License Manager grants to Contact Center Manager Server,
Contact Center Manager Administration, Contact Center Multimedia, or Communication Control
Toolkit is refreshed by the respective application. This ensures that licenses always return to the
Contact Center License Manager pool if the applications fail. The refresh mechanism requires an
available network connection to the Contact Center License Manager.
Licensing requirements
Managing two License Manager servers

In a Corporate Licensing environment, you can configure two Contact Center License Managers: a
primary Contact Center License Manager and a secondary Contact Center License Manager. Only
one Contact Center License Manager can be active at one time. The primary Contact Center
License Manager actively maintains the licenses. The secondary Contact Center License Manager
runs as a standby Contact Center License Manager to provide redundancy in a corporate
environment. You can configure the secondary Contact Center License Manager as the Standby
Contact Center License Manager for the Contact Center License Manager components so that it is
not actively used for licenses unless the active Contact Center License Manager fails.
Configure your preferred active Contact Center License Manager as the primary license manager.
Configure the secondary License Manager on any Voice and Multimedia Contact Server or Voice
Contact Server. You cannot install the primary and secondary License Manager software on the
same server.
• You cannot configure a Standby License Manager in a Nodal licensing environment.
• Do not use the Standby License Manager for load balancing issues.
A Corporate Enterprise license is supported only in Avaya Communication Server 1000 based
solutions. Avaya Aura® Unified Communications platform based solutions do not support Corporate
Enterprise licensing.
Nodal NCC licensing

Use the Nodal NCC license type to distribute licenses from a single Network Control Center server
to multiple Avaya Aura® Contact Center components in a single node.
The Avaya Aura® Contact Center components in a single node solution are licensed by a Nodal
NCC license used by a Contact Center License Manager installed on a Network Control Center
server.
Corporate NCC licensing

Use the Corporate NCC license type to distribute licenses from a single pool on a Network Control
Center server to multiple Avaya Aura® Contact Center nodes. The Avaya Aura® Contact Center
nodes share licenses from a single pool controlled by a Corporate NCC license file on a Contact
Center License Manager installed on a Network Control Center server.
Corporate license management options reduce the cost of ownership by centralizing the control of
software licensing for all elements on a node and all nodes in the network.
A Corporate Enterprise license is supported only in Avaya Communication Server 1000 based
solutions. Avaya Aura® Unified Communications platform based solutions do not support Corporate
Enterprise licensing.
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
WebLM licensing mechanism

Each Avaya Aura® Contact Center License Manager includes a local instance of WebLM. When the
License Manager service starts, it checks for a PLIC license file. If License Manager does not find a
PLIC license file, it extracts WebLM license keys either from the local WebLM instance or an Avaya
WebLM server. License Manager then converts the WebLM license keys into local PLIC license
keys and distributes the keys to the Avaya Aura® Contact Center applications as required.
For deployments using an Avaya WebLM server, Contact Center License Manager supports only
the Virtualized Environment deployment of Avaya WebLM server.
Contact Center License Manager supplies license keys to Contact Center Manager Server, Contact
Center Manager Administration, Communication Control Toolkit, and Contact Center Multimedia as
required.
If you are using WebLM licensing, when you configure an Avaya Aura® Media Server as a Media
Server in Contact Center Manager Administration, Contact Center License Manager pushes the
license keys to that Avaya Aura® Media Server. You must restart Contact Center License Manager
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.
Local WebLM license file:

You use the contact center server subnet NIC MAC address of the Contact Center License Manager
server to obtain a SIP-enabled nodal license file from the Avaya Product Licensing and Delivery
System (PLDS).
If the MAC address used in the license file does not match a MAC address from the Contact Center
License Manager server, License Manager cannot start. WebLM uses an .xml file to store keys for
licensed features.
Licenses on an Avaya WebLM server virtual machine:

If you use an Avaya WebLM Virtualized Environment (VE) vAppliance, you must use the primary
host ID of the Avaya WebLM server to obtain your Avaya Aura® Contact Center license.
You use the Avaya WebLM primary host ID to activate your Avaya Aura® Contact Center license on
PLDS. You must install and commission Avaya WebLM server, and determine the correct license
primary host ID from the WebLM user interface, before activating your Avaya Aura® Contact Center
license.
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.
PLIC licensing mechanism

Avaya Aura® Contact Center supports PLIC license files for nodal and corporate licenses in Avaya
Communication Server 1000 based contact center solutions.
Nodal licensing indicates that the licenses are distributed only to that node. You cannot share nodal
licenses. A license key in the product name identifies the Nodal Enterprise license.
In Corporate Enterprise licensing mode you can use a secondary License Manager for redundancy.
Both the primary and secondary License Managers can use the same license file. A Corporate
Enterprise license is supported only in Avaya Communication Server 1000 based solutions. Avaya
Aura® Unified Communications platform based solutions do not support Corporate Enterprise
licensing. A license key in the product name identifies the Corporate Enterprise license.
Key Recovery System (KRS) uses a plservrc (PLIC) file to store keys for licensed features.

Depending on your contact center type, and on the order tool path you used, you can use one of the
following unique numbers to obtain an Avaya Aura® Contact Center (AACC) license:
• Contact Center License Manager server MAC address
• Remote Avaya WebLM host ID
• Avaya Communication Server 1000 serial ID
You can use the unique number provided by one of these options, along with your order number
and details, to generate a license for your Avaya Aura® Contact Center software. The unique
number (MAC address, CS 1000 serial ID, or WebLM host ID) is encoded into the license file and
license keys. When Contact Center License Manager loads the license, if the unique number in the
license does not match the solution (MAC address, CS 1000 serial ID, or WebLM host ID), then
License Manager shuts down and Avaya Aura® Contact Center cannot process contacts. If the
unique number in the license matches the solution, then License Manager provides license keys,
and Avaya Aura® Contact Center processes customer contacts.
The following table shows the license file generation methods for each type of Avaya Aura® Contact
Center solution.
Table 8: License file generation summary
Unique Number Enterprise Nodal Enterprise Nodal Enterprise Nodal Corporate

(license key) SIP AML MM-only Enterprise
LM server MAC Yes Yes Yes Yes
address
WebLM host ID Yes No Yes No
CS 1000 Serial ID No Yes No No
Note: The license mechanism is dependent on the order tool path used.
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
How to obtain a license for a nodal SIP-enabled solution

In an Avaya Aura® Unified Communications platform SIP-enabled environment, Avaya Aura®
Contact Center can use an Avaya WebLM license file or a remote Avaya WebLM server to provide
nodal licensing control.
The following diagram shows the licensing options for SIP-enabled Avaya Aura® Contact Center:
Figure 18: Licensing options for SIP-enabled Contact Center
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.
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.
How to obtain a license for a nodal AML-based solution

Avaya Aura® Contact Center uses a PLIC license file in an Avaya Communication Server 1000
AML-based contact center.
The following diagram shows the licensing mechanism options for AML-based Avaya Aura® Contact
Center solutions:
Depending on the order tool path you used, you have the following options:
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
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).
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.
How to obtain a Corporate license

Avaya Aura® Contact Center solutions that use Corporate licensing must use a PLIC license file.
Avaya Aura® Contact Center does not support WebLM for Corporate licensing.
Avaya Aura® Contact Center supports Corporate licensing only for Avaya Communication Server
1000 AML-based contact centers. Corporate licensing does not support SIP-enabled Avaya Aura®
Contact Center solutions.
The following diagram shows the licensing mechanism used when Avaya Aura® Contact Center
uses Corporate licensing:
Use the following process to obtain an Avaya Aura® Contact Center Corporate license:
2. Use the CLAN NIC MAC address to obtain a corporate PLIC license file from the Avaya
Keycode Retrieval System (KRS).
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
customer contacts.
License Manager installation location in a solution

Before installing Avaya Aura® Contact Center software, you must choose a license type, licensing
mechanism, and the location for your Contact Center License Manager.
The Contact Center License Manager component is installed on the following Contact Center server
types:
• Voice Contact Server
• Network Control Center Server
The following table shows where to install Contact Center License Manager for a given license type.
Table 9: Contact Center License Manager installation location
License type Enterprise Nodal Enterprise Nodal Corporate Corporate

Networked (Nodal Enterprise Enterprise
NCC) Networked
(Corporate NCC)
Contact Center Voice and Voice and Voice and Voice and
License Manager Multimedia Contact Multimedia Contact Multimedia Contact Multimedia Contact
location: Server Server Server Server
— — — —
OR OR OR OR
— — — —
Voice Contact Voice Contact Voice Contact Voice Contact
Server Server Server Server
Avaya Aura® Media Server licensing considerations

Avaya Aura® Media Server requires licenses for the conference features.
If you are using WebLM licensing, when you configure an Avaya Aura® Media Server as a Media
Server in Contact Center Manager Administration, Contact Center License Manager pushes the
license keys to that Avaya Aura® Media Server. You must restart Contact Center License Manager
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.

Contact Center License Manager controls and distributes the licenses for the following optional
Avaya Aura® Contact Center packages and features.
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.
Avaya Aura® Media Server Zoning

Avaya Aura® Media Server (Avaya Aura® MS) Zoning allows contact center administrators to target
a specific Avaya Aura® MS instance or prioritized list of instances when anchoring incoming contact
center calls. The administrator chooses the preferred Avaya Aura® MS instance on which to anchor
the contact center call using a scripting command in Avaya Aura® Orchestration Designer (OD).
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.
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.
Table 10: Offsite Agent license requirements
Solution Component Per No. Agents License Required Additional information

Communication Manager 1 agent 1 IP_Agent (soft phone) Each agent requires a H.
or IP_Supv license 323 endpoint.
Contact Center All Offsite Agent license
Contact Center 1 agent 1 agent license Feature License needed
Open Interfaces Open Queue

The Web services are a series of Open Interfaces provided to third parties to enable application
communication based on the SOA architecture. The Web services ensure customers can discover
the functions offered by each Web service using the WSDL provided.
Open Interfaces Universal Networking

The Web services are a series of Open Interfaces provided to third parties to enable application
communication with multiple switches. The WSDL for the Web services ensure customers can
discover the functions offered to incorporate them into their own environment.
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
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.
Report Creation Wizard

Report Creation Wizard provides a method to customize historical reports within Contact Center.
Report Creation Wizard is a user-based license. License Manager controls the maximum concurrent
Report Creation Wizard users.
Contact Center Manager Administration includes a one-user license for the Report Creation Wizard
feature. You can order additional licenses in groups of 5 up to a maximum of 25 licenses (that is, 5,
10, 15, 20, or 25 licenses).
For more information about Report Creation Wizard, see the Using Avaya Aura® Contact Center
Reports and Displays.
Standby Server High Availability

Contact Center supports the Active/Standby High Availability model. The active server processes
contacts. The standby server takes over if the active server fails or is shutdown for maintenance.
TLS SRTP Signaling and Media Encryption

Avaya Aura® Contact Center (AACC) supports implementing Secure Real-Time Transport Protocol
(SRTP) for voice contacts within the contact center.
Secure Real-Time Transport Protocol (SRTP) is an extension to the Real-time Transport Protocol
(RTP) to support secure real-time communications. The primary use of SRTP is to encrypt and
authenticate voice over IP (VOIP) on the network.
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
Web Based Statistics

An agent can use a peer-to-peer feature to exchange instant messages with other agents in the
contact center while handling a customer contact. If the Web Reporting server is enabled, the peer-
to-peer instant messages are tracked in the Contact Summary Report. If an agent creates a peer-to-
peer IM while idle, the IM is not tracked.
Announcement and Dialog treatment licensing

In a SIP-enabled Contact Center, ensure that you have the required number of ANNC and DIALOG
licenses. These licenses are based on following license keys:
PLDS / WebLM xml license
• VALUE_CCTR_ANNOUNCE_PORTS
• VALUE_CCTR_DIALOG_PORTS
The Avaya Aura® Contact Center Task Flow Executor (TFE) service controls the ANNC and
DIALOG licensing. At startup, the TFE service reads the number of licenses from License Manager.
If a new license file is applied with a change to the ANNC or DIALOG license count, then you must
restart the TFE service.
The Orchestration Designer (OD) GIVE IVR script command is the only command that consumes
ANNC or DIALOG licenses. When the GIVE IVR command completes, it returns the license to the
free license pool. The GIVE IVR command consumes a DIALOG license if it is playing an
announcement and collecting digits. The GIVE IVR command consumes an ANNC license only
when playing an announcement.
The following OD script commands do not consume ANNC or DIALOG licenses:
• GIVE RINGBACK
• GIVE RAN <route>
• GIVE MUSIC <route>
Task Flow Executor (TFE) writes the following events to the Windows Event Log:
About the license file
Category AMS Dialog

Event 48582
Severity Critical
Description AMS Dialog license usage has reached critical condition
Category AMS Dialog

Event 48583
Severity Critical
Description AMS Dialog license usage has reached major condition
Category AMS Announcement

Event 48584
Severity Critical
Description AMS Announcement license usage has reached critical condition
Category AMS Announcement

Event 48585
Severity Critical
Description AMS Announcement license usage has reached major condition
License thresholds are reported at 80% (major) and 90% (critical) usage condition. Both threshold
percentages are configurable using the Windows Registry.

The Contact Center License Manager offers flexible licensing options and supports licensing of
features at the node (Nodal license) or network (Corporate license) level. You can use either a local
license file or a remote Avaya WebLM server, to provide Avaya Aura® Contact Center licenses to
License Manager.
The license file provides a single point of administration for licensing, and includes keycodes for
Contact Center Manager Server, Contact Center Manager Administration, Contact Center
Multimedia, and Communication Control Toolkit. This single file reduces the number of separate
keycodes that you must maintain. If you require additional features, or if your requirements change,
you can replace the existing licensing file.
Contact Center License Manager supports two license file mechanisms: PLIC or WebLM.
Interpretation of the license file

Contact Center licensing includes both agent and feature licensing.
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.
Contact Center License Manager license identifiers

License identifiers connect a license file to a particular server or to a particular installation. License
Manager converts WebLM identity keys into local PLIC license keys and distributes the keys the
Avaya Aura® Contact Center applications as required. Avaya Aura® Contact Center applications
continue to consume PLIC license keys.
The following table lists all Avaya Aura® Contact Center specific WebLM license identifiers and
compares them to the PLIC license identifiers.
In a PLIC license file, the license identifier has the letter N appended when the license type is nodal,
and the letter C appended when the license type is corporate enterprise. For example, the license
identifier for the Maximum Inbound Voice Networked Agents (LM_LOC_VOA) appears as
LM_LOC_VOAN in a nodal license file, and as LM_LOC_VOAC in a corporate enterprise license
file.
Table 11: License identifiers used by Avaya Aura® Contact Center
PLIC license identifier Description WebLM license identifier

NODAL or CORPORATE Installation –

– Solution Type VALUE_CCTR_TYPE
– Base system VALUE_CCTR_BASE
LM_ENTERPRISE Offer type VALUE_CCTR_OFFER
LM_NET_VOA Maximum Inbound VALUE_CCTR_IN_VOICE_AGENT_NET
Voice Networked
LM_NETWORKING = 1
Agents
LM_LOC_VOA Maximum Inbound VALUE_CCTR_IN_VOICE_AGENT_STD
Voice Standard
Agents
LM_VOD Maximum Contact VALUE_CCTR_CTIDT_CC
Center devices
LM_ENTERPRISE Maximum Contact VALUE_CCTR_CCM_STD_NODE
Center Manager
LM_MULP
Standard nodes
LM_OB =1
LM_IM_PRESENCE
LM_CONTACTREC
LM_OI
LM_ENTERPRISE Maximum Contact VALUE_CCTR_CCM_NET_NODE
Center Manager
LM_MULP
Network nodes
LM_OB =1
LM_IM_PRESENCE
LM_CONTACTREC
LM_OI
LM_HETERO
LM_HET_ADM
LM_MMP Maximum Contact VALUE_CCTR_CCMM_NODE
Center Multimedia
nodes
LM_CCT Maximum VALUE_CCTR_CCT_NODE
Communication
Control Toolkit nodes
If LM_NETWORKING = 1 Maximum email VALUE_CCTR_EMAIL_AGENT
set LM_NET_EMA, else agents
set LM_LOC_EMA.
If LM_NETWORKING = 1 Maximum SMS VALUE_CCTR_SMS_AGENT
set LM_NET_SMS, else agents
set LM_LOC_SMS.

If LM_NETWORKING = 1 Maximum Web chat VALUE_CCTR_WEB_CHAT_AGENT
set LM_NET_WCA, else agents
set LM_LOC_WCA.
If LM_NETWORKING =1
set LM_NET_VDA, else
set LM_LOC_VDA.
LM_OB =1 Maximum Preview/ VALUE_CCTR_VOICE_PPOB
Progressive
If LM_NETWORKING = 1
Outbound agents
set LM_NET_OBA, else
set LM_LOC_OBA.
set LM_NET_PRA, else
set LM_LOC_PRA
LM_MULP Multiplicity VALUE_CCTR_MULTIPLICITY
If LM_NETWORKING = 1 Maximum Instant VALUE_CCTR_IM
set LM_NET_IMA, else Message agents
set LM_LOC_IMA.
LM_IM_PRESENCE
LM_STANDBY Maximum CCM VALUE_CCTR_CTIDT_RED_CCM
Standby Servers
LM_CCT_STN Maximum CCT VALUE_CCTR_CTIDT_RED_CCT
Standby Servers
LM_OI Open Interface VALUE_CCTR_OI
LM_OI SOA Development VALUE_CCTR_DEV_KIT
Kit
LM_OIOpenQ
LM_OIOpenN
LM_RCW_USER Maximum Report VALUE_CCTR_REPORT_WIZ
Creation Wizard user
licenses
LM_AGT Maximum Agent VALUE_CCTR_AGT_GREET
Greeting licenses
set LM_NET_GRE, else
set LM_LOC_GRE
LM_OFF_SITE = 1 Maximum Offsite VALUE_CCTR_OFFSITE_AGT
agent seats
– Maximum VALUE_CCTR_CTIDT_RED_GEOG
Geographical
Standby Servers
– Maximum Network VALUE_CCTR_RED_NET
Standby Servers

LM_CCS350 = 1 Maximum Network VALUE_CCTR_NCC_SVR
Control Center
LM_HET_ADM
Servers
– Maximum Network VALUE_CCTR_NCC_RED_SVR
Control Center
Standby Servers
LM_WBSTAT Web Statistics FEAT_CCTR_WEBSTAT
LM_OQ Open Queue FEAT_CCTR_OQ
If LM_NETWORKING = 1 Open Queue Agent VALUE_CCTR_OQ_AGENT
set LM_NET_OQA, else
set LM_LOC_OQA
LM_OIOpenN Open Interfaces FEAT_CCTR_OIOPEN
Open Networking
plicd Maximum License VALUE_CCTR_PLICD
Managers
N/A Maximum VALUE_CCTR_ANNOUNCE_PORTS
Announcement
concurrent sessions.
Consumed by the
Contact Center Task
Flow Executor (TFE)
component.
N/A Maximum Dialog VALUE_CCTR_DIALOG_PORTS
concurrent sessions.
Consumed by the
Contact Center Task
Flow Executor (TFE)
component.
N/A Maximum Avaya Contact Center reads the number of licensed Avaya
Aura® Media Server Aura® Media Server instances
Instances. (VALUE_CCTR_AMS_INSTANCE) and automatically
provides the SIP port licenses to the Avaya Aura® Media
Server(s).
N/A Contact Recording. VALUE_CCTR_CONTACTREC
N/A TLS SRTP Signaling FEAT_CCTR_TLS_SRTP
and Media
Encryption.
N/A Avaya Aura® Media FEAT_CCTR_AMS_ZONING
Server Zoning.
Licensing requirements for Agent Desktop features

Avaya Agent Desktop is a licensed client application of Avaya Aura® Contact Center. There are two
basic types of license; a seat license and a site license.
A seat license controls the features an agent can perform. For example, 100 Inbound Voice Agent
licenses permits 100 agents to log on and handle voice contacts. Or 50 Web Chat licenses permits
50 agents to log on and handle Web Chat sessions with customers.
A site license controls the features an AACC node or site can perform. A site license permits all the
agents at that site to perform a specific function. For example, a High Availability license permits all
agents to continue processing customer calls after a switchover in a resilient solution.
Some Agent Desktop features require an active Contact Center Multimedia (CCMM) server for the
feature to work. Some Agent Desktop features require CCMM only for feature configuration.
The following table shows the licensing requirements for Avaya Agent Desktop features, and if
CCMM is required.
Agent Desktop AACC license License key Type CCMM Note
feature
Log on to Agent Maximum For example, Seat No Agents can log as
Desktop as an Inbound Voice LM_LOC_VOAN, or voice-only agents,
Agent or a Standard LM_LOC_EMAN or multimedia-only
Supervisor/Agent Agents or any LM_LOC_WCAN or agents, or
multimedia LM_LOC_IMAN blended agents.
contact license Blended agents
or both. can handle both
voice and
multimedia
contacts.
—
Voice-only agents
do not require
CCMM to log on.
Handle voice — — — No Provision an
contacts using IP_Phone license
desktop phone on Avaya Aura®
(Desktop Phone Communication
mode) Manager for each
Desktop Phone
used by AACC.
Handle voice — — — No Provision an
contacts using IP_Agent license
softphone (My on Avaya Aura®
Computer mode) Communication
Manager for each
softphone used
by AACC.

feature
See Note 1.
Handle voice Maximum LM_OFF_SITE Site No Provision an
contacts in Offsite agent IP_Agent license
Telecommuter (soft phone) on
mode. (Other Avaya Aura®
Phone mode.) Communication
Supported in Manager for each
Avaya Aura® offsite agent.
Communication
Manager based
solutions.
Log on to MS Lync — — — Yes Required for peer-
to-peer Instant
Messaging or for
Instant Messaging
(IM) contacts.
Log on to Avaya — — — Yes Required for peer-
Presence Services to-peer Instant
Messaging or for
Instant Messaging
(IM) contacts.
Handle email Maximum email LM_LOC_EMAN Seat Yes
contacts agents
Handle Web Maximum Web LM_LOC_WCAN Seat Yes
communications Chat agents
(Web chat)
contacts
Handle Instant Maximum LM_LOC_IMAN Seat Yes
Messaging (IM) Instant
contacts Message
agents
Handle fax Maximum email LM_LOC_EMAN Seat Yes One email license
contacts agents is used to handle
an email, or a fax
message.
Handle scanned Maximum email LM_LOC_EMAN Seat Yes One email license
document agents is used to handle
contacts an email, or a
scanned
document
message.
Handle Voice mail Maximum email LM_LOC_EMAN Seat Yes One email license
messages agents is used to handle
an email, or a

feature
Voice mail
message.
Handle Social Maximum email LM_LOC_EMAN Seat Yes One email license
Networking agents is used to handle
contacts an email, or a
Social Networking
contact.
Handle Short Maximum email LM_LOC_EMAN Seat Yes One email license
Message Service agents is used to handle
(SMS) text an email, or a
message SMS text
message.
Handle Outbound Maximum LM_LOC_OBAN Seat Yes
calls and callbacks preview/
progressive
outbound
agents
POM contacts Maximum POM LM_LOC_PRAN Seat Yes
agents
Support Agent Maximum Agent LM_LOC_GREN Seat No
Greeting Greeting
licenses
Support third call N/A N/A — No No additional
appearance button AACC license
(Third Line requirement.
Appearance) for
voice
Support voice call N/A N/A — No No additional
join AACC license
requirement.
Phonebook N/A N/A — Yes Supported for
(LDAP) agents that are
licensed for any
multimedia
contact type.
After Call Work N/A N/A — Yes
Activity Codes N/A N/A — Yes
Not Ready N/A N/A — Yes
Reason Codes
NRRC (When not
using Offsite
Agent.)
Multiplicity Multiplicity LM_MULPN Site Yes

feature
High Availability High Availability LM_STANDBYN and Site Yes
Agent Desktop LM_CCT_STNN
functionality
Agent Statistics Web Statistics LM_WBSTATN Site Yes
Display skillset Web Statistics LM_WBSTATN Site Yes
statistics
Voice contact Maximum — Seat Yes Supported for
history Inbound Voice agents that are
Standard licensed to handle
Agents voice contacts
(LM_LOC_VOAN)
.
Multimedia contact Any multimedia For example, Seat Yes
history contact license LM_LOC_EMAN or
LM_LOC_WCAN or
LM_LOC_IMAN
Customer Details Any multimedia For example, Seat Yes Information such
information contact license LM_LOC_EMAN or as Title, Last
LM_LOC_WCAN or Name, or First
LM_LOC_IMAN Name.
Screen Pops Maximum For example, Seat Yes To receive a
Inbound Voice LM_LOC_VOAN or screen pop for a
Standard LM_LOC_EMAN or contact type, the
Agents OR any LM_LOC_WCAN or agent must be
multimedia LM_LOC_IMAN licensed to handle
contact license that contact type.
Create a customer Any multimedia For example, Seat Yes
record contact license LM_LOC_EMAN or
LM_LOC_WCAN or
LM_LOC_IMAN
Add or edit Any multimedia For example, Seat Yes
customer contact license LM_LOC_EMAN or
information LM_LOC_WCAN or
LM_LOC_IMAN
Bar a customer Outbound LM_LOC_OBAN Seat Yes
phone number license and any
and
multimedia
contact license LM_LOC_EMAN or
LM_LOC_WCAN or
LM_LOC_IMAN
View CCT intrinsic — — — No No additional
information AACC license
requirement.

feature
View or modify — — — No No additional
User to User AACC license
Information requirement.
View customer — — — No No additional
contact intrinsics AACC license
requirement.
Dashboard — — — No CCMM server is
not required, but
without one the
Agent Desktop
dashboard offers
reduced
functionality.
• Note 1: Using the Agent Desktop softphone to handle a voice media stream using Voice over IP (VoIP)
requires considered network bandwidth and topology planning. For more information, see Agent Desktop
client network infrastructure requirements on page 387.
• Note 2: The above table shows Nodal license keys. Corporate and Networking licensing are also
supported in Avaya Communication Server 1000 AML-based solutions.
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.
Licensing grace period

If a communication error occurs between a Contact Center application and the Contact Center
License Manager, normal operation of the Contact Center application continues for a grace period.
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.
Emergency license files

If you cannot fix the connection between the Contact Center License Manager and Contact Center
Manager Server within the 30-day grace period, contact your Avaya customer service representative
to determine if you need to activate an emergency license file on your system.
The emergency license file expires after 30 days and is used only to ensure temporary operation of
the Contact Center Manager Server. When an emergency license is provided to a customer, a daily
Windows event is generated. The Windows event warns the customer of the number of days left for
the emergency license to expire. Customers can then ensure that operations on Contact Center
Manager Server resume before the emergency license expires.
You must install the emergency license file through the Contact Center License Manager
configuration tool. If you use corporate licensing, you might need to change the Contact Center
Manager Server configuration if the Contact Center License Manager is installed on a different
server than it was previously.
License manager statistics

Contact Center License Manager produces historical reporting data to support the analysis and
management of concurrent license usage in the network. Historical data is available in 15-minute
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.
Supported License Manager servers

This section describes some of the licensed features in Contact Center. You cannot use Avaya NES
License Manager Release 7.0 with Avaya Aura® Contact Center (AACC).
The following table shows the supported Contact Center License Manager servers.
Supported License Manager servers
Table 12: Contact Center 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
Part 4: Performance specifications
Chapter 17: Maximum overall capacities
This section specifies the maximum overall capacities for Avaya Aura® Contact Center Release 7.0.
Maximum capacity overview

The following table specifies the maximum overall capacity values supported by Avaya Aura®
Contact Center.
Table 13: Overview of maximum Avaya Aura® Contact Center capacity figures
Switch Type Number of active agents Calls per hour

®
Avaya Aura 6.2, 6.3, 7.0 - SIP 3000 45 000
®
Avaya Aura Contact Center software appliance for 400 8000
VMware
Avaya Communication Server 1000 - AML 5000 100 000
®
Avaya Aura Solution for Midsize Enterprise 6.2, 7.0 - 600 10 000
SIP
Multimedia only (No voice platform) 3000 12 000
The following conditions apply to the table:

• The capacities supported on a server are limited by the server performance.
• These values are supported by Contact Center. Capacity values are also limited by telephone
switch capacity. To find the limits for your telephone switch, check your telephone switch
documentation.
For the complete list of capacity limits, see Maximum agent capacity and call rate values on
page 212.
Maximum overall capacities
Maximum agent capacity and call rate values

The following table specifies the maximum capacity values supported by Contact Center.
The following conditions apply to the table:
• The capacities supported on a server are limited by the server platform. Use the server
guidelines to determine the capacity of your server hardware.
• These values are supported by Contact Center. Capacity values are also limited by telephone
switch capacity. To find the limits for your telephone switch, check your telephone switch
documentation.
Table 14: Contact Center capacity figures in detail
Parameter SIP maximum AML maximum

®
Number of logged-on agents: • Avaya Aura 6.2, 6.3, or 7.0 5,000
Unified Communications
Configurations with greater than 1500 The maximum of 5000 logged
platform based SIP: 3,000
agents require special consideration on agents is only applicable for
for contact center subnet bandwidth • Avaya Aura® Solution for the Avaya Communication
and disk requirements. Midsize Enterprise based SIP: Server 1000 Release 7.6.
600
Number of logged-on multimedia • Avaya Aura® Unified 3,000
agents. (No voice agents on Contact Communications platform
Center in this configuration) based SIP: 3,000
• No switch configured -
Multimedia only: 3,000
• Avaya Aura® Solution for
Midsize Enterprise based SIP:
600
Number of agents defined in the 10,000 10,000
system
Number of phones: N/A 10,000
Number of supervisors logged on 600 600
Number of supervisors defined in the 600 600
system
The number of configured supervisors
defined in the system is not limited,
but Avaya tests only up to 600
configured supervisors.
Number of scripts 1,500 1,500
The number of scripts defined in the
system is not limited, but Avaya tests
only up to 1500 scripts.
Number of active scripts 1,000 1,000
(997) (997)

The product contains three predefined
scripts. Therefore, you can create 997
scripts.
Maximum script size—Master_Script 100,000 100,000
(characters)
Maximum script size—other scripts 50,000 50,000
(characters)
Number of applications (that is, exit 805 1,005
points from the Master_Script)
(800) (1,000)
The product contains six predefined
applications. You can create 1000
applications for the current release.
Number of user defined call variables 500 500
Maximum number of supported SIP 32 key-value pairs. Each key- N/A
Contact Intrinsics per contact value pair has a maximum key
length of 25 characters and a
maximum value length of 80
characters. Only ASCII key-
value-pairs are supported.
Number of skillsets 1,500 1,500
The maximum includes both local
skillsets and network skillsets.
Number of skillset priority levels 48 48
Number of skillsets for each call 20 20
Number of activity codes 5,000 5,000
The product contains five predefined (4,995) (4,995)
activity codes. Therefore, you can
create 4995 activity codes.
Inbound voice calls per hour Avaya Aura® solution based SIP: 100,000
45 000
The number of inbound calls per hour
assumes a hold time of three minutes.
For shorter call durations, higher call
rates can be supported.
Stand-alone Multimedia server 12,000 12,000
Inbound Multimedia contacts per hour
(for stand-alone server)
Co-resident Multimedia server 2,400 2,400
Inbound Multimedia contacts per hour
Stand-alone Multimedia server new 100,000 100,000
contacts backlog
The Extended Email Capacity The Extended Email Capacity
backlog is 100 000 contacts. backlog is 100 000 contacts.

Co-resident Multimedia server new 4,000 4,000
contacts backlog
Number of waiting contacts 3,000 3,000
Call resources parameters
Number of IVR queues N/A 150
(Communication Server 1000)
Number of IVR ports 1,000 1,000
Number of ACCESS ports NA 191
(Communication Server 1000)
Number of routes 513 513
Number of CDNs 5,000 2,000
Number of RAN and music routes 512 512
Number of DNISs 10,000 10,000
Web Communications
Number of concurrent Web 500 500
Communication sessions.
Contact Center supports up to 500
concurrent Web Communication (Web
chat) sessions between agents and
customers with an average chat
duration of 5 minutes. This can be
configured as 500 individual agents
each handling a single Web chat
contact, or 100 agents handling five
concurrent web chat sessions, or any
multiplicity configuration not exceeding
500 concurrent chat sessions.
For capacity requirements beyond 500
sessions, use Routed IM and
integration with Avaya Presence
Services or Microsoft Lync.
Number of assigned active agents per 25 25
supervisor for observe and barge-in.
Number of Instant Messages (IMs) per 100 000 (If an average instant N/A
hour message contact in the contact
center consists of the agent and
customer exchanging 10
messages, the contact center
supports 10 000 IM contacts per
hour)
Number of presence changes per hour 200,000 N/A
Assignment parameters

Number of agents in an agent-to- 1,000 1,000
supervisor assignment (No CCT)
Number of agents in an agent-to- 100 100
supervisor assignment (CCT enabled)
Matrix size for agent-to-skillset 5,000 5,000
assignments
This parameter is the supported matrix
size for displaying agent-to-skillset
assignments. An agent-to-skillset
assignment contains a matrix with a
row for each agent in the assignment,
and a column for each skillset to which
the agents belong. The matrix size is
the number of agents multiplied by the
number of skillsets.
This parameter works in conjunction
with the Number of agent-to-skillset
reassignments in an agent-to-skillset
assignment parameter. Even though
this window allows a 5000 element
matrix to be displayed, non-blank
elements in the matrix must not
exceed the parameter.
Number of agent-to-skillset
assignment (that is, the maximum
number of agent-to-skillset
reassignments in a single agent-to-
skillset assignment is 1500).
Number of agent-skillset 1,500 1,500
assignment
In an agent-to-skillset assignment, you
can change an agent's status for
multiple skillsets. For example, you
can put the agent James Jones on
Standby for the skillset Bookings, and
give him priority 1 for the skillset
European Vacations. Thus, you have
two reassignments for the agent
James Jones in the agent-to-skillset
assignment.
Networking parameters
Number of call processing nodes in 30 30
the network (including local node)

The number of configured nodes is 30;
however, only 20 nodes can be
configured in the routing table.
Number of network skillsets 1,500 1,500
The maximum includes the predefined
skillsets, local skillsets, and network
skillsets.
Number of skillsets per agent 150 150
Number of sites in the routing table for 20 20
a network skillset
Number of network skillsets to which a 10 10
call is queued
Number of agent reservation requests 30 30
per call
Number of remote applications 6,000 6,000
(applications accessible over the
network)
Network calls per hour for which CBC 10,000 10,000
data is collected
Number of target nodes 20 20
Database parameters
Number of client PCs and RTI 100 100
applications connected to the
database
Number of other applications 100 100
connected to the database
Number of Fault Management 7,500 7,500
messages in database
Maximum number of report clauses 255 255
The database server supports a
maximum of 255 clauses on a single
SQL statement.
Maximum number of contacts in the 1,000,000 1,000,000
active Multimedia database (includes
all contact types)
You must purge the active Multimedia
database regularly to archive closed
contacts to the Multimedia Offline
database. For more information about
the Multimedia Archive Utility, see
Maintaining Avaya Aura® Contact
Center.

Maximum number of contacts in the The Multimedia Offline database The Multimedia Offline database
Multimedia Offline database does not have a maximum limit does not have a maximum limit
for the number of Multimedia for the number of Multimedia
contacts. The maximum size contacts. The maximum size
depends on the available disk depends on the available disk
space, contact attachment sizes, space, contact attachment sizes,
and attachment ratio. For more and attachment ratio. For more
information about disk storage information about disk storage
requirements, see Contact requirements, see Contact
Center Multimedia disk storage Center Multimedia disk storage
requirements on page 223. requirements on page 223.
Third-party interface parameters
Number of MLS applications N/A 16
Number of MLS DN registrations N/A 11,000
across all MLS applications
Number of MLS calls per hour N/A 58,000
The number of MLS calls per hour at
58,000 and 68,000 assumes a hold
time of three minutes. For shorter call
durations, higher call rates can be
supported.
Number of HDX connections 10 10
When configured, Database
Integration Wizard (DIW) uses a single
HDX connection.
Number of RTI client systems/ 100 100
applications
Other parameters
Number of scripts activated under load 1 1
Script activation supports activation
cascading, where the activation of a
parent script forces activation of all
lower level scripts. Do not use this
feature on a system under load. Under
load, activate scripts from the lowest
level up, with the Master script
activated last.
Steady state CPU 70% 70%
Number of CCMS servers per Avaya 3 (Only to support phased 3
Communication Server 1000 migration between Contact
Center releases)
Number of AML-based application N/A 16
servers per Avaya Communication
Server 1000

®
Number of Avaya Aura Contact 3 0
Center (AACC) instances per Avaya
Aura® Unified Communications (UC)
platform.
Note: The overall capacity of the
combined AACC servers connected to
a single UC platform must not exceed
the maximum specified capacity of a
single AACC instance connected to
that UC platform. Where multiple
AACC servers share a UC platform,
AACC High Availability and or UC
High Availability are not supported.
Number of Phonebook entries on 10,000 10,000
Avaya Agent Desktop
Orchestration Designer application Variables and Intrinsics
Orchestration Designer application Variables and

Intrinsics
Avaya Aura® Contact Center Orchestration Designer (OD) applications support the following
variables and intrinsics for voice contacts.
Type Description AML SIP Access Maximum
Global Global variables are constants that you can use in Yes Yes OD N/A
variable all OD applications. For example, the global applications
variable holidays_gv stores information about the have read-
dates when your contact center is closed. You can only access
use the OD Application Variables manager to add to global
an extra date to the holidays_gv global variable. variables.
This extra date is then automatically used by all
OD applications using that global variable. Some
examples of default global variables: holidays_gv,
business_hours_gv, primary_Skillset_gv.
User Call variables have a value that can change for Yes Yes OD 500
defined each contact. These variables follow the contact applications
call through the system and pass from one OD have read
variable application to another with the contact. Call and write
variables have values defined on a call-by-call access to
basis. An example of a call variable is a customer call
account number collected through a voice variables.
processing session, as this changes for each caller
referenced by the OD application.
System System intrinsics contain system-wide information Yes Yes OD N/A —
intrinsic about skillsets, time, traffic, and voice contacts. applications Existing
Avaya Aura® Contact Center (AACC) automatically have read- defined
creates and maintains system intrinsic. Intrinsics only access intrinsics
are available only to query data about the system to System
within OD applications, not to modify data. Some intrinsics.
examples of system intrinsics: Call intrinsic – CDN,
Skillset intrinsic - POSITION IN QUEUE, Traffic
intrinsic - TOTAL ACTIVE CALLS.
SIP In a SIP-enabled Avaya Aura® Contact Center, No Yes OD 32
contact Contact Intrinsic data makes it easy to develop applications
intrinsic screen pops, reducing the time, effort and cost have read
required to launch new capabilities. In a SIP- and write
enabled contact center solution, each contact has access to
associated SIP Contact Intrinsic data. This Contact SIP Contact
Intrinsic data might contain data relevant to that Intrinsics.
call, the calling customer, and other information
retrieved by self-service or third party applications.
Email limits and capacity values

The following table specifies the maximum email and mailbox capacity values supported by Contact
Center.
Table 15: Contact Center email and mailbox capacity figures
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
Barred Outgoing Addresses 50
Historical Reporting safeguards and maximums
Historical Reporting safeguards and maximums

Avaya Aura® Contact Center blocks historical reports that pull more than 50,000 records from the
database. This maximum limit safeguards the memory and CPU usage on the Avaya Aura® Contact
Center server. Avaya recommends that you run reports with selection criteria that reduce the
amount of data on the report.
Contact Center Manager Server Call load

Call complexity and call rate determine the CPU or memory resources required to process the call
load.
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 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
Avaya Communication Server 1000 - AML

Parameter Services for each call
Basic Call 1
Queue to Skillset 2
Queue to Agent 0
Give Controlled Broadcast (S/S) 1
Avaya Communication Server 1000 - AML

Voice Services Collect Digits 0
Give IVR 1
Give RAN 2
Give Music 1
HDX Send Info 1
Voice Services Collect Digits 0
Give IVR 1
Give RAN 2
Give Music 1
HDX Send Info 1
HDX Request/Response 1
Intrinsics 5
If/Then's Executed 5
Proportion of Calls Transferred 5%
Proportion of Calls Conferenced 5%
Proportion of Calls Transferred to a DN N/A
MLS Screen Pops 1.2
MLS Messages 0
Queue to Network Skillset 2
Call load table notes:

• The number of services for call is an average value taken over all inbound calls (or outbound
calls, if that is the context).
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
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.
Contact Center Multimedia disk storage requirements

This section describes the database files used by Contact Center Multimedia and provides database
capacity calculations for a stand-alone Contact Center Multimedia server.
Important:
The total disk space usage on the Contact Center Multimedia database volume must not
exceed 90% of the volume space. If this happens, expand the disk space on the server and
extend the Multimedia database volume.
Required database files

When you install the Contact Center Multimedia server component, you install the following files
required to operate the database:
• CACHE.DAT in the Avaya\Contact Center\Databases\CCMM\MULTIMEDIA\DATA
folder. This stores the active Multimedia data.
• CACHE.DAT in the Avaya\Contact Center\Databases\CCMM\MULTIMEDIA\OFFLINE
folder. This stores the offline Multimedia data.
• Cache Journal in the Avaya\Contact Center\Databases\Journal folder.
• Avaya\Contact Center\Journal folder is created during installation. This folder contains
the Database Journal Files, which are used for Geographic Redundancy.
• Avaya\Contact Center\ShadowJournals folder is created during installation. This folder
is used if Geographic Redundancy is configured and this server is running as the Redundant
server.
During the installation you can select the drive letter that these folders or files are created on. The
folder information is fixed.
The CACHE.DAT files grow dynamically as the volume of data in the databases grows. Initially they
are just under 45 MB. One million contacts takes approximately 20 GB of space. The OFFLINE
database must not exceed 70% of the total disk space on the Multimedia database volume: if this
happens, expand the disk space on the server and extend the Multimedia database volume.
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 20 GB space.
Email attachment storage

Attachments for new email contacts are stored in the attachment folder. When the CCMM Offline
Synch task runs, it copies each attachment into the OFFLINE database. CCMM stores two copies of
each attachment, one on disk and one in the OFFLINE database, until a scheduled cleanup task
clears the contact from the MULTIMEDIA database. The maximum additional 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
*2
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
Communication Control Toolkit capacity

The call capacity is 100 000 simple calls per hour (CPH) with data for a maximum of 5000 agents.
Agent counts are 5000 agents (5000 terminals, 10 000 addresses) if call data is not required or
1600 agents (1600 terminals, 3200 addresses) if call data is used. Self Service supports an
additional 1000 IVR lines.
The performance of Communication Control Toolkit depends on a number of factors, including:
• number of resources (terminals, addresses, and users)
• number of clients
• number of calls per hour, call duration, and call complexity—transfers, conferencing, and
attached caller-entered data all increase call complexity, and, therefore, the resources required
to process a call
• amount of call-attached data (see the following section)
• hardware configuration (processor speed, memory, and disk space available)
Communication Control Toolkit capacity
• type of solution AACC Communication Control Toolkit and CCT-IVR

- CCT-IVR is not supported co-resident with AACC
Call Attached Data considerations

Call attached data in Communication Control Toolkit uses one of three formats: binary, string, and
key-value pairs. The string and key-value pair formats contain meta-data (the markup that describes
their structure) when they are attached to TAPI as CallData. Because the size limit for TAPI call data
is 4096 bytes, when these formats are used on systems that use the TAPI connector, the effective
storage capacity of Call Data is reduced by the size of the meta-data.
The formatting meta-data overhead of string (Str) formatted data is 34 bytes, reducing the effective
CallData storage capacity in TAPI to 4062 bytes (4061 characters plus the terminating null
character).
The formatting meta-data overhead of the key-value pair (KVP) formatted data is 34 bytes for each
key-value pair.
For example, for a 5-character key and a 5-character value, the actual data that is attached to TAPI
is
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.
In SIP-enabled contact centers, Call Attached Data (CAD) is not available on the remote leg of a
transfer or conference until the transfer or conference is complete.
CTI application performance impact

Meridian Link Services (MLS) can be used in a contact center environment. It is an intelligent
signaling link offering computer-telephony integration (CTI) applications access to Avaya
Communication Server 1000 call processing functions.
If you use MLS with Communication Control Toolkit, there is an impact on Contact Center Manager
Server performance.
Access from an external client PC

When you use an external client PC to access Contact Center Manager Administration (CCMA) on a
single server, Avaya recommends that you limit the number of on-demand and scheduled historical
reports run on the co-resident server. Running historical reports can increase the CPU use on the
server.
Access from a browser on the Contact Center Manager

Server server
When you access Contact Center Manager Administration from a browser on the Contact Center
Manager Server server, Avaya recommends that you limit the number of ad hoc and scheduled
historical reports run on the single server. Running historical reports can increase the CPU use 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 use on the server.
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.
Open Interfaces Web Service data limits
Open Interfaces Web Service data limits

The Avaya Aura® Contact Center Open Interfaces Web Service enables 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. Avaya Aura® Contact
Center script or flow applications also use the Open Interfaces Web Service to read, edit, and
update call based User-to-User Information (UUI) data.
The Avaya Aura® Contact Center Open Interfaces Web Service supports 50 ASCII character
maximum for User-to-User Information (UUI) access and editing.
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.
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
• Multimedia Contact Server Only
The requirements in this section apply to the Contact Center applications:
• Contact Center Manager Network Control Center (NCC)
• Contact Center Outbound
• 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.
Server naming requirements
Server naming requirements

Server names must adhere to RFC1123 (Requirements for Internet Hosts), which specifies that a
host name must adhere to the following:
• Use only characters a to z, A to Z, and 0 to 9 can be used in a host name.
• You can use a hyphen (-), but not to start or end the host name.
• Host names must be 6 to 15 characters in length.
• Host names must not start with a number.
• Do not use the underscore character (_) and period character (.).
• Do not use spaces in the host name.
The Contact Center server must be able to resolve the host name or computer name of all other
servers within the configuration. If you have a Domain Name Service (DNS) server, make sure an
entry exists for each server. If you do not have a DNS server, manually update the HOSTS file on
each server with the host name or computer name of all other servers to ensure that all clients can
interpret the server names.
If network connectivity on your network requires the use of Fully Qualified Domain Names (FQDN),
then the FQDN of each computer must be resolvable between all servers associated with Contact
Center.
Common server disk partitioning requirements

The section describes the common Contact Center server hard disk drive partitioning requirements
for Windows Server 2012 R2 servers. The type, number, and size of the disk drive partitions
required depends on your solution type, agent count, and the size of your contact email
attachments.
• Each Contact Center server must have the operating system on the C partition. Do not store
Contact Center patches, trace logs, database backups, or email attachment folders on this
partition.
• Avaya does not guarantee the support for future Windows Server 2012 R2 Server Service
Packs, which might require more disk space. Avaya recommends that you create an operating
system partition large enough to accommodate future Service Packs.
• Each Contact Center server must have an application partition, usually the D partition. Contact
Center installs the component application software on this partition. Do not store database
backups, trace log files, or other data on this partition.
• The Contact Center server DVD drive is typically assigned to the E partition letter.
• Each Contact Center server must have one or more database partitions. Do not store database
backups, trace log files, or other data on the database partition.
• You can locate the operating system disk partition, the Contact Center application disk
partition, and the Contact Center database partitions on the same physical hard disk drive, if
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
Drive partition letter Partition letter Notes

Operating system C: NTFS partition on disk 0. This must be partitioned as the
partition primary partition. The Windows Server 2012 Release 2
Server operating system is installed here.
Application partition Typically D: NTFS partition for Contact Center software.
DVD ROM drive Typically E: DVD ROM.
Database partition Typically F: NTFS partition for CacheTemp, Cache, ADMIN,
PERFMON_STAT, CCMA, CCMS and CCT databases.
(Optional) Database Typically G: NTFS partition for CCMM database and multimedia
partition attachments partition.
Database Journal Typically H: NTFS partition for database journal.
partition
Operating system requirements
Operating system requirements

The following table provides the operating system compatibility for Avaya Aura® Contact Center.
Table 18: Avaya Aura® Contact Center operating system requirements
Operating system International versions supported Minimum service pack

required
Windows Server 2012 Release 2, English
Standard Edition and Datacenter
French
Edition
German
Italian
LA Spanish
Brazilian Portuguese
Russian
Simplified Chinese
Traditional Chinese
Japanese
Korean
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.
Operating system installation and configuration

Contact Center Manager Server runs on the Windows components installed by default in Windows
Server 2012 R2 with the following exceptions:
Important:
These exceptions apply to a stand-alone server only.
• The Simple Network Management Protocol (SNMP) service must be installed on your server.
Installation enables you to use an SNMP management system for remote monitoring. This
service is not installed by default, so you must select it when you install or configure the
operating system.
• When Contact Center Manager Server is used in an Avaya Communication Server 1000 AML
environment, you must disable all time synchronization features of the operating system to
avoid potential call processing outages.
Do not install additional services on your server that are not installed by default or described in this
document.
Microsoft security hotfixes

You must operate your server with the most current Microsoft patches.
• Review the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes
Applicability List (available from Technical Support website) for the list of applicable Microsoft
security hotfixes to apply.
• Back up the entire server, and then shut down all Contact Center services before you apply
any Microsoft security hotfixes using the Microsoft instructions.
• Apply Microsoft security updates on a timely basis.
Avaya Security Advisories

Avaya Security Advisories are posted on the Avaya Security Support website at https://
support.avaya.com/security. From the Avaya Support website, you can register to receive email
notifications of Avaya Security Advisories.
The amount of time it takes to receive an Avaya Security Advisory varies depending on the
vulnerability classification of the advisory. For more information about vulnerability classifications,
responses, and maintenance policies, refer to the following documents:
• Avaya's Product Security Vulnerability Response Policy
• Avaya's Security Vulnerability Classification
• Avaya's Maintenance Contract Requirements for Product Support
• Avaya Product Security Support Flow
Operating system updates

Operating system updates includes service updates and service packs.
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).
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.
Java Runtime Environment updates

Contact Center supports only specific versions of Java Runtime Environment (JRE). During
installation, Contact Center disables JRE automatic updates on the contact center servers.
Important:
Updating to an unsupported version of JRE can cause the contact center to stop working and
can require the reinstallation of the contact center server.
Dynamic Host Configuration Protocol support

Contact Center applications (CCMS, CCMA, CCT, CCMM, LM, and Avaya Aura® Media Server) do
not support Dynamic Host Configuration Protocol (DHCP). All Contact Center servers must have a
static IP address.
Agent Desktop client computers support both DHCP and static IP addresses.
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.
Domains and Windows Server security policies

Avaya recommends that you add the Avaya Aura® Contact Center servers to your domain.
If Contact Center Multimedia is a member of a domain, the agent's domain user name and
password are used to authenticate access when the agent uses the attachment share locations. If
you add the server to an existing customer network domain, you can add the server to the domain
before or after you install Contact Center Multimedia. Typically the server is added to the domain
before you install Contact Center Multimedia.
If Contact Center Multimedia is not part of a Windows domain, additional configuration is required.
You can add Contact Center Multimedia as a member server and all agent network logon accounts
to a domain. If Contact Center Multimedia is not a member of a domain, you must configure a local
(windows) user name and password on the Multimedia server for each agent and the Network
Administrator must provide the user name and password to the agent.
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.
Third-party software requirements

Due to the mission-critical, real-time processing that Contact Center applications perform, you must
not install any other application class software on the server. You can install certain utility class
software on the server, providing it conforms to the guidelines in this section.
Application class software generally requires a certain amount of system resources and must not be
installed on a server running Contact Center applications. The installation of third-party applications
can cause Contact Center applications to operate outside of the known engineering limits and can
create potential unknown system problems (for example, CPU contentions, increased network traffic
loading, and disk access degradations).
Certain third-party utility class software applications, such as hardware diagnostics or backup tools,
generally require less system resources during the normal operation of Contact Center applications
and are permitted. Exceptions are utilities such as screen savers, which can cause system problems
and degrade performance.
Antivirus software is classified as a utility and is subject to the generic guidelines in the following
section.
Generic guidelines for utility-class software applications

The following are generic guidelines for utility-class software:
• During run-time, the utility must not degrade the contact center application beyond an average
percentage of CPU use (see each specific application section in this document for the
recommended maximum CPU usage level). Furthermore, the utility must not lower the
minimum amount of free hard disk space required by contact center application and the
Windows Operating system.
• The utility must not cause improper software shutdowns or out-of-sequence shutdowns.
• The utility must not administer the contact center application.
• If the utility has a database, it must not affect the contact center application database.
• Disk compression utilities must not be used.
• Memory tweaking utilities used to reclaim memory that is unused by Microsoft must not be
used.
• The installation or uninstallation of the third-party software must not impact or conflict with the
contact center application (for example, it must not cause DLL conflicts). If such conflicts are
discovered, a server rebuild might be necessary.
• The implementation personnel must perform tests to ensure these conditions and
recommendations are met before you place the Contact Center application into production.
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.
Additional guidelines for the use of antivirus software

Your security policies might require the installation of antivirus software on the application server.
Contact Center supports the following antivirus products:
• Symantec AntiVirus 12.x
• McAfee 8.8 Patch 3 or later
You can deploy antivirus products from other vendors subject to the following guidelines:
• Infected file quarantine policy on the server and client: antivirus software can be configured to
clean up the detected virus automatically and files must be quarantined if infected files cannot
be cleaned. Contact Avaya to verify whether the quarantine file is part of our product files or
dependent system file. If a virus is detected, remove the server from the network immediately
during virus eradication to prevent further virus propagation.
• Do not connect a contact center application platform directly to the Internet to download virus
definitions or updated files. Furthermore, Avaya recommends that you do not use a contact
center application client PC to connect to the Internet. Instead, download virus definitions and
updated files to another location on the customer network and manually load them from this
interim location onto the contact center application platform.
• Perform the previous steps to download Contact Center application service packs (SP). This
method limits access to the Internet, and thus reduces the risk of downloading infected files.
• Scan all SP files, DVD-ROMs, and floppy disks before you upload or install to the server. This
practice minimizes any exposure to infected files from outside sources.
• Capacity considerations: running virus scan software can place an additional load on a contact
center application platform. The implementation personnel must run the performance monitor
tool on the server to gauge CPU usage. If the antivirus software scan causes the platform
average CPU usage to exceed the recommended percentage for longer than 20 minutes, the
antivirus software must not be loaded onto the contact center application platform.
• Product Support do not provide support on the configuration of antivirus software, but offer
guidance where possible. Direct questions or problems on antivirus software to the appropriate
vendor.
• If performance or functionality issues are raised to Avaya support personnel as part of the fault
diagnosis, you might be asked to remove third-party utility software or antivirus software.
Simple Network Management Protocol (SNMP) alerting on virus

confirmation
Avaya Aura® Contact Center does not support this feature.
Remote support access tool

Avaya requires you to install an Avaya Secure Access Link (SAL) server to provide remote support.
SAL is a remote-access architecture that provides simplified network management and increased
security, reliability and flexibility. SAL gives you complete control of when and how Avaya, or any
other service partner, can access your equipment.
You use the Remote Desktop Connection feature in Windows along with the SAL. Remote Desktop
Connection is supported in console or admin mode only. Refer to the Microsoft website for details
about how to verify that you are connected to the console/admin session (session 0).
Hardware requirements
The following sections describe the additional hardware requirements for all servers.
Redundant Array of Independent Disks (RAID)

Avaya Aura® Contact Center supports hardware RAID-1 and RAID-5. RAID technology provides
disk data redundancy as well as error detection and correction. For maximum security and mission-
critical solutions, Avaya recommends that all Contact Center servers contain a hardware RAID-1
controller with battery backup. Hardware RAID-1 and RAID-5 are the only levels and types of RAID
supported.
Avaya Aura® Contact Center does not support software RAID.
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 a physical server it does not support a SAN.
When Avaya Aura® Contact Center is installed on a virtual machine it supports a SAN.
Server performance and firmware settings
Uninterruptible Power Supply

The use of an Uninterruptible Power Supply (UPS) with a server is permitted. A UPS provides the
following benefits:
• Reduction in data loss—A UPS shuts down the server gracefully if an interruption in AC power
occurs. A graceful shutdown prevents data corruption and reduces the risk of data loss.
• Reduction in power dips and spikes—The UPS regulates AC power supplied to the server.
Data backups running at the time of shutdown are unusable.
UPS requirements
The UPS must meet the following requirements:
• Provides at least 10 minutes of power to stop all services and shut down the server.
• Fits physically within the workplace.
• Affects environment minimally.
• Applies power to the server when line voltage reaches a stable state.
• Recharges before powering up the server if the server is down for a long time.
• Is compatible with the operating system running on the server.
• Meets all local regulatory requirements. For the European market, the UPS must generate a
pure sine wave AC waveform.
• Has hot-swappable batteries. Replacement or capacity upgrades of the batteries must not
interrupt service.
• Does not affect the Contact Center application software. UPS software must not replace
software or drivers installed on the server with different versions. Install only the basic software
functions necessary for UPS operation. Do not install advanced features as they can affect the
Contact Center application software.
• If you install Smart UPS software on the server, it must conform to the guidelines in this
document for third-party utilities. The UPS solution provider must perform the documentation,
testing, and support of server shutdown and startup with UPS software.

The Basic Input Output System (BIOS) of a server configures the hardware components and boots
the operating system from a storage device. The server operating system (OS) then uses the BIOS
to control the server hardware. You must configure the server BIOS settings to ensure optimum
performance from the underlying server hardware. For most BIOS settings, you must choose
between optimizing a server for power savings or for server performance. For real-time applications
such as Avaya Aura® Contact Center, you must always choose the server BIOS settings that ensure
the optimum performance from the underlying server hardware.
Server manufacturers provide their own motherboards, BIOS, hardware, and firmware. Determining
the BIOS configuration for your server’s hardware can be challenging. There are several BIOS
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.
Unified Extensible Firmware Interface

The Unified Extensible Firmware Interface (UEFI) specification defines the interface between the
operating system and the server firmware. Similar to the BIOS, UEFI is installed by the server
manufacturer and it is the first program to run when the server is turned on. UEFI firmware provides
some technical advantages over the traditional BIOS system.
Contact Center software, when deployed on physical servers, supports UEFI.
Contact Center software, when deployed on VMware virtual machines, does not support UEFI.
Contact Center does not support the UEFI Secure Boot feature.
Select the firmware boot option, BIOS or UEFI, on the server before installing the Windows Server
2012 R2 Operating System and the Contact Center software. Refer to your hardware vendor’s
documentation on how to change and implement the required firmware boot option. Changing the
firmware boot option after the Operating System has been installed renders the server unbootable
and this is not supported.
Power and performance management

For real-time applications such as Avaya Aura® Contact Center, you must always select the
hardware, BIOS, firmware, and Operating System settings that enhance the system performance
over those that contribute to power savings.
Intel Xeon CPUs offer two main power management options: C-states and Intel Turbo Boost.
• Disabling C-states lowers latencies to activate the CPUs from halt or idle states to full power
on.
• Intel Turbo Boost steps up the internal frequency of the processor if the workload requires
more power.
These settings depend on the OEM make and model of the server. The BIOS parameter
terminology for current Dell and HP servers are described below. Other server makes and models
can have other terminology but equivalent BIOS settings.
The following are the recommended BIOS settings for the Dell PowerEdge servers:
• Set the Power Management Mode to Maximum Performance.
• Set the CPU Power and Performance Management Mode to Maximum Performance.
• Processor Settings: set Turbo Mode to enabled
• Processor Settings: set C States to disabled
The following are the recommended BIOS settings for the HP ProLiant servers:
• Set the Power Regulator Mode to Static High Mode.
• Disable Processor C-State Support
• Disable Processor C1E Support
• Disable QPI Power Management
• Enable Intel Turbo Boost
Configure the server hardware, firmware, and Operating System settings to select system
Disk caching and RAID

Hard disk drives use cache memory to improve read and write access to the disk drives. In write-
back mode caching, the disk or RAID controller writes data from the server to cache memory and
acknowledges write completion to the server. The server is free to perform other tasks while the disk
controller transfers the data from the write cache to the disk drives. This approach significantly
increases write performance.
Avaya Aura® Contact Center supports hardware RAID-1 and RAID-5. RAID technology provides
disk data redundancy as well as error detection and correction. For maximum security and mission-
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.
Non-Uniform Memory Architecture (NUMA) and memory

Non-uniform memory access (NUMA) is a computer memory design used in multiprocessing, where
the memory access time depends on the memory location relative to the processor. Using NUMA, a
processor can access its own local memory faster than non-local memory (memory local to another
processor or memory shared between processors). For Avaya Aura® Contact Center, the server
must support and implement NUMA.
In the server BIOS settings, configure the memory operating mode for performance optimization and
disable Node Interleaving. For example, for a Dell server configure “Memory Operating Mode” as
“Optimizer Mode”, and configure “Node Interleaving” as “Disabled”. Refer to your hardware
documentation for more information about NUMA and memory performance.
Performance management and VMware

For VMware host servers, to allow the VMware kernel to control CPU power saving while
maximizing server performance when required, it is possible to set power management in the BIOS
to “OS Control Mode”. The VMware hypervisor can then provide balanced performance and power
management. This BIOS setting and VMware feature combination does not meet the real-time
performance requirements of Avaya Aura® Contact Center. Avaya Aura® Contact Center does not
support the BIOS “OS Control Mode” settings or its equivalents.
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).
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.
Unused hardware devices

On the server, disconnect or disable unused and unnecessary physical hardware devices such as:
COM ports, LPT ports, USB controllers, Network interfaces, and Storage controllers. You must
retain some USB devices for the mouse and keyboard. Disabling unnecessary hardware devices
improves server performance and security. Consult the manufacturer’s technical data for your
servers for information about disabling unused hardware devices in the BIOS.
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
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.
Physical Server supported configurations
Physical Server supported configurations

type requires when installed on a physical server.
Table 19: Supported server specifications for each physical server type
Server type Voice PABX Entry- Mid-range High-end

level server server
server
Voice and Multimedia Contact Server with Avaya Aura SIP No Yes Yes
Aura® Media Server
Voice and Multimedia Contact Server without Aura SIP No Yes Yes
Avaya Aura® Media Server CS 1000 AML No Yes Yes
Voice Contact Server Only Aura SIP Yes Yes Yes
CS 1000 AML Yes Yes Yes
Multimedia Contact Server Only Aura SIP Yes Yes Yes
Multimedia Contact Server Only – Enterprise Aura SIP No Yes Yes
Web Chat
Voice and Multimedia Contact Server with Avaya No Switch No Yes Yes
Aura® Media Server Configured
Network Control Center Server N/A Yes Yes Yes
Avaya Aura® Media Server standalone on Linux Aura SIP No Yes Yes
Avaya WebLM.
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
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.

Note 3: This figure is also the combined maximum number for simultaneous use of Agent Desktop and the
Agent Browser application. For example, on an entry-level server Avaya Aura® Contact Center supports 150
Agent Desktops and 150 Agent Browser applications.
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.
Entry-level server specification

The following table lists the minimum specifications for an Avaya Aura® Contact Center server in an
entry-level solution. These are the minimum specifications for Avaya Aura® Contact Center Release
7.0 for the entry-level server in order to support the rated capacities.
Specification Configuration Comment
CPU Intel Xeon X5687 3.60 You must select a CPU that exceeds the benchmark rating
GHz for the Intel Xeon X5687 3.60 GHz CPU. Relative
benchmark comparisons only apply for CPUs with the same
number of cores. You can make CPU comparisons by
viewing the benchmarked CPU passmark rankings here:
http://www.cpubenchmark.net
• AMD processors are not supported
• CPUs based on more than 12 cores are not supported.
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:)
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:)
• Multimedia Contact Server

Partition size • 501 GB for voice only • 501 GB NTFS for Voice Contact Server
requirement (GB)
• 501 GB for NCC • 501 GB NTFS for Network Control Center (NCC)
• 601 GB for multimedia • 601 GB NTFS for Multimedia Contact Server with 300 GB
only NTFS multimedia database
• 901 GB for multimedia • 901 GB NTFS for Multimedia Contact Server with
only recommended 600 GB NTFS multimedia database
.
Disk type and SATA, SAS, Minimum • Avaya recommends using 15000 RPM disks.
speed 10000 RPM
• Solid State Drives (SSDs) are not supported.
Minimum • 600 GB for Voice Minimum physical disk capacity to support the different
physical Disk Contact Server server types.
Capacity (GB)
• 600 GB for NCC • 600 GB for Voice Contact Server
• 900 GB for Multimedia • 600 GB for Network Control Center (NCC)
Contact Server
• 900 GB for Multimedia Contact Server with 300 GB NTFS
• 1.2 TB for Multimedia multimedia database
Contact Server
• 1.2 TB for Multimedia Contact Server with recommended
600 GB NTFS multimedia database
RAID RAID 1 • Requires duplicate drives with identical specifications.
• Battery backed hardware RAID controller with 512 MB
cache minimum.
DVD Drive (E:) One dual-layer DVD drive • 16X or faster recommended.
• DVD/Blu-Ray combo drives supported.
Network Interface Dual 1Gbps or faster Only Ethernet supported.
Note:
For information about achieving the maximum performance from your server hardware, see
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.
Mid-range solution
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.
Platform logged-in CCMA System multimedia rate
type Agents Supervisors Contact (WCph/Eph)
Rate Note 1 Note 2
Voice and Multimedia Aura SIP 300 Note 3 60 6K 0.8K / 1.2K

Contact Server without CS 1000 500 100 10K 0.8K / 1.2K
Avaya Aura® Media AML
Server
Voice and Multimedia Aura SIP 200 Note 3 40 4K 300 / 600
Contact Server with
Avaya Aura® Media
Server
Voice Contact Server Aura SIP 1500 Note 3 300 30K 4.0K / 8.0K
Only CS 1000 3000 400 60K 4.0K / 8.0K
AML
Server Only CS 1000 2000 N/A N/A 4.0K / 8.0K
AML
Multimedia Contact Aura SIP 2000 N/A N/A 12K / 8.0K
Server Only with
Enterprise Web Chat
Voice and Multimedia No Switch 1000 300 N/A 0.8K / 1.2K
Avaya Aura® Media
Server
Center Server types
types.
• For System Contact Rate calculations, Enterprise Web Chat contacts count as one system contact. One
Enterprise Web Chat is equivalent to one system contact.
Mid-range solution

Rate Note 1 Note 2
(Voice + IM + Email + Enterprise Web Chat)
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.
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.
Avaya Aura® Media Server standalone on mid-range physical

server
The following table lists the maximum number of agents supported by Avaya Aura® Media Server on
a mid-range physical server.
Operating No Avaya Call Recording (ACR) Avaya Call Recording (ACR) enabled
System
Linux 500 maximum agents 325 maximum agents
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.
Mid-range server specification

The following table lists the minimum specifications for an Avaya Aura® Contact Center server for a
mid-range solution. These are the minimum specifications for Avaya Aura® Contact Center Release
7.0 for the mid-range server in order to support the rated capacities for the mid-range server type
CPU Dual 6–core Intel Xeon You must select a CPU that exceeds the benchmark rating
X5660 2.80 GHz for the Dual 6–core Intel Xeon X5660 2.80 GHz Relative
Technologies
2012 R2 NTFS)
Operating
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
partition (D:)
partition (F:)
database
• 600 GB NTFS • Voice and Multimedia Contact Server
partition (G:)
recommended
Mid-range solution

partition (H:)
Disk Type and SAS, Minimum 10000 • Avaya recommends using 15000 RPM disks.
Speed RPM
• For Avaya Aura® Media Server, the minimum disk speed
is 15000 RPM.
Partition size • 80 GB • 80 GB for Avaya Aura® Media Server on Linux
requirement (GB)
• 501 GB for voice only • 501 GB NTFS for Voice Contact Server
• 801 GB for voice and • 801 GB NTFS for Voice and Multimedia Contact Server
multimedia with 300 GB NTFS multimedia database
multimedia with recommended 600 GB NTFS multimedia database
Minimum • 146 GB Minimum physical disk capacity to support the different
physical Disk server types.
• 600 GB for Voice
Capacity (GB)
Contact Server • 146 GB 15000 RPM for Avaya Aura® Media Server
standalone on Linux
• 600 GB for NCC
• 600 GB for Voice Contact Server
• 900 GB for Multimedia
Contact Server • 600 GB for Network Control Center (NCC)
• 1.2 TB for Multimedia • 900 GB for Multimedia Contact Server with 300 GB NTFS
Contact Server multimedia database
• 900 GB for Voice and • 1.2 TB for Multimedia Contact Server with recommended
Multimedia Contact 600 GB NTFS multimedia database
Server
• 900 GB for Voice and Multimedia Contact Server with 300
• 1.2 TB for Voice and GB NTFS multimedia database
Multimedia Contact
• 1.2 TB for Voice and Multimedia Contact Server with
Server
recommended 600 GB NTFS multimedia database
cache minimum.

Network Interface Dual 1Gbps or faster • Only Ethernet supported.
• Avaya recommends Quad 1Gbps or faster.
• Avaya Aura® Media Server configurations require support
for Receive Side Scaling (RSS) with a minimum of 4
queues and minimum Receive Buffer size of 500
Note:
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.
High-end solution
High-end solution
rates of a high-end Avaya Aura® Contact Center solution.
Platform type logged-in CCMA System multimedia rate
Agents Supervisors Contact Rate (WCph/Eph) Note 2
Note 1
Contact Server CS 1000 AML 1000 200 20K 1.2K / 2.4K
Media Server
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
Avaya Aura® Media
Server
Center Server types
types.
Enterprise Web chat is equivalent to one system contact.
solution. Email contacts per hour (Eph). Standard Web chats per hour (WCph). Web chat capacity is based

Note 1
Agent Browser application. For example, on a high-end Voice Contact Server, Avaya Aura® Contact Center
Note: Avaya Aura® Contact Center High Availability is supported on high-end servers.
Avaya Aura® Media Server standalone on high-end physical

server
The following table lists the maximum number of agents supported by Avaya Aura® Media Server on
a high-end physical server.
Operating No Avaya Call Recording (ACR) Avaya Call Recording (ACR) enabled
System
Linux 1000 maximum agents 650 maximum agents
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.
High-end solution
High-end server specification

The following table lists the minimum specifications for an Avaya Aura® Contact Center High-end
solution. These are the minimum specifications for Avaya Aura® Contact Center Release 7.0 for the
high-end server in order to support the rated capacities for the high-end server type.
CPU Dual 8–core Intel Xeon You must select a CPU that exceeds the benchmark rating
E5-2670 2.60 GHz for the Dual 8–core Intel Xeon E5-2670 2.60 GHz Relative
Technologies
2012 R2 NTFS)
Operating
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
partition (D:)
partition (F:)
database
• 600 GB NTFS • Voice and Multimedia Contact Server
partition (G:)
recommended

partition (H:)
Disk Type and SAS, Minimum 10000 • Avaya recommends using 15000 RPM disks.
Speed RPM
• For Avaya Aura® Media Server, the minimum disk speed
is 15000 RPM.
• 15000 RPM disks required for High-End servers with
workloads exceeding 50% of rated capacity.
Partition size • 80 GB • 80 GB for Avaya Aura® Media Server on Linux
requirement (GB)
• 501 GB for voice only • 501 GB NTFS for Voice Contact Server
multimedia with 300 GB NTFS multimedia database
multimedia with recommended 600 GB NTFS multimedia database
Minimum • 146 GB Minimum physical disk capacity to support the different
physical Disk server types.
• 600 GB for Voice
Capacity (GB)
Contact Server • 80 GB 15000 RPM for Avaya Aura® Media Server
standalone on Linux
• 600 GB for NCC
• 600 GB for Voice Contact Server
• 900 GB for Multimedia
Contact Server • 600 GB for Network Control Center (NCC)
• 1.2 TB for Multimedia • 900 GB for Multimedia Contact Server with 300 GB NTFS
Contact Server multimedia database
• 900 GB for Voice and • 1.2 TB for Multimedia Contact Server with recommended
Multimedia Contact 600 GB NTFS multimedia database
Server
• 900 GB for Voice and Multimedia Contact Server with 300
• 1.2 TB for Voice and GB NTFS multimedia database
Multimedia Contact
• 1.2 TB for Voice and Multimedia Contact Server with
Server
High-end solution

cache minimum.
Network Interface Dual 1Gbps or faster • Only Ethernet supported.
• Avaya recommends Quad 1Gbps or faster.
• Avaya Aura® Media Server configurations require support
for Receive Side Scaling (RSS) with a minimum of 4
queues and minimum Receive Buffer size of 500.
Note:
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.
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)
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.
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.

Avaya Aura® Contact Center supports VMware vSphere. VMware vSphere allows multiple copies of
the same operating system or several different operating systems to run as virtual machine on a
large x86-based host hardware server. You must ensure that each virtual machine on which you
plan to install Contact Center software satisfies the capacity requirements and specifications for
your contact center.
The following table shows VMware support for each server type and platform available on the Avaya
Aura® Contact Center DVD.
Table 20: Avaya Aura® Contact Center VMware support by server type
Voice Platform Contact Center DVD server type Virtual Supported

Machine OS
SIP-enabled Avaya Voice and Multimedia Contact Server without Windows Yes
Aura® Unified Avaya Aura® Media Server
Communications Voice Contact Server Only Windows Yes
platform
Multimedia Contact Server Only Windows Yes
Voice and Multimedia Contact Server with Avaya Windows No
Aura® Media Server
Avaya Aura® Media Server Linux Yes
AML-based Avaya Voice and Multimedia Contact Server without Windows Yes
Communication Server Avaya Aura® Media Server
1000 (CS 1000) Voice Contact Server Only Windows Yes
Multimedia Contact Server Only Windows Yes
All voice platform types Network Control Center Server Only Windows Yes
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.
VMware virtualization support
Examples of small to medium size SIP-enabled Contact Center solutions

The following diagram shows a virtualized Avaya Aura® Contact Center example solution. This
solution is based on the SIP-enabled Avaya Aura® Unified Communications platform. The diagram
shows a Voice and Multimedia Contact Server on a Windows virtual machine. Avaya Aura® Media
Server is installed on a physical Linux server.
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
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.
Examples of large SIP-enabled Contact Center solutions

The following diagram shows a virtualized Avaya Aura® Contact Center example solution with a
large agent count. This solution is based on the SIP-enabled Avaya Aura® Unified Communications
platform. The diagram shows a Voice Contact Server on a Windows virtual machine, and Multimedia
Contact Server on another Windows virtual machine. Avaya Aura® Media Server is installed a
physical Linux server. Depending on the number of agents required, a large SIP-enabled solution
might require more than one physical Avaya Aura® Media 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.
Example of a CS 1000 AML-based medium size Contact Center solution

The following diagram shows a typical virtualized Avaya Aura® Contact Center solution. This
solution is based on the Avaya Communication Server 1000 platform. The diagram shows a Voice
and Multimedia Contact Server on a Windows virtual machine.
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.
Examples of CS 1000 AML-based large Contact Center solutions

The following diagram shows a typical virtualized Avaya Aura® Contact Center solution. This
solution is based on the Avaya Communication Server 1000 platform. The diagram shows a Voice
Contact Server on a Windows virtual machine, and Multimedia Contact Server on another Windows
virtual machine.
Figure 23: A typical CS 1000 AML-based solution with virtualized Contact Center (large solution)
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.
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
VMware vSphere host considerations

When configuring virtual machines on your host system, the total resources needed by the virtual
machines running on the host server must not exceed the total capacity of the host. It is good
practice to under-commit CPU and memory resources on the host. If the host CPU capacity is
overloaded, Contact Center does not function correctly.
Important:
Avaya Aura® Contact Center is not supported on an over-committed host where the total virtual
resources from all virtual machines hosted exceeds the physical resources of the host.
Virtual Machine File System (VMFS)
VMware virtual machines and snapshots are stored in a Virtual Machine File System (VMFS)
datastore. To support Avaya Aura® Contact Center on a virtual machine, the VMware datastore
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.
Guidance for storage requirements

Input/Outputs per Second (IOPS) is a measure of the maximum number of reads and writes to non-
contiguous storage locations performed per second. IOPS measurements are associated with
smaller files and more continuous changes, and comprise the workloads most typical in real-time
enterprise applications such as Avaya Aura® Contact Center.
In a virtualized environment, any given storage array must be designed to have an IOPS capacity
exceeding the sum of the IOPS required for all resident applications.
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.
VMware Contact Center virtual machine Operating

Systems
Provision each Avaya Aura® Contact Center virtual machine with at least the same specification as
is listed for the physical server. The virtual machine must have at least the same amount of
allocated memory and hard disk space as an equivalent physical server. The virtual hard disk must
have the same size partitions as an equivalent physical server. Thick provision the virtual hard
disks. The networking requirements of each virtual machine are the same as the networking
requirements of an equivalent physical server.
Install the most recent version of the VMware Tools on each virtual machine operating system.
For improved performance, follow these recommendations:
• Disable screen savers and Window animations on the virtual machines. Screen savers and
animations all consume extra physical CPU resources, potentially affecting consolidation ratios
and the performance of other virtual machines.
• Schedule backups and virus scanning programs in virtual machines to run at off-peak hours
and do not schedule them to run simultaneously in multiple virtual machines on the same
VMware host.
For more useful information of this type, read Performance Best Practices for VMware vSphere for
the version of VMware vSphere you are using. Using virtualization in a contact center enterprise
solution requires careful up-front planning, engineering, and implementation. The VMware Best
Practices guide is a good starting point.
Performance monitoring and management

You must continuously monitor and measure the performance of the Contact Center host server.
You can use VMware vSphere vCenter to measure the critical host performance metrics in real-
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.
High Availability and virtualization

The Avaya Aura® Contact Center High Availability feature supports virtualization.
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.
Avaya Aura® Contact Center VMware Snapshot

considerations
VMware snapshots save the current state of the virtual machine, so you can return to it at any time.
Snapshots are useful when you need to revert a virtual machine repeatedly to the same state, but
you don't want to create multiple virtual machines.
The following considerations apply when using snapshots with Avaya Aura® Contact Center on
VMware:
• Snapshots must be taken during an Avaya Aura® Contact Center maintenance window. Do not
take a snapshot of a Contact Center virtual machine while Contact Center is running.
Snapshots have a negative impact on the performance of a virtual machine over time. You
must Consolidate snapshots at the end of the maintenance window, before putting the Contact
Center virtual machine back into production. For more information about consolidating
snapshots, refer to VMware documentation. Before taking a snapshot, shutdown all Contact
Center services and stop the Caché database instance using the Caché Cube.
• Create a snapshot for the Contact Center virtual machines all at the same time. Likewise, when
you restore a snapshot, restore all snapshots to ensure the data is consistent across the
Contact Center suite.
• In solutions using the Avaya Aura® Contact Center — High Availability feature, take a snapshot
of the Active and Standby virtual machines at the same time. The Active and Standby virtual
machines must be hosted on different host servers.
• When restoring snapshots, carefully consider the possible impact from out-of-date antivirus
definitions, missed Microsoft Windows OS and security updates, and lapsed domain accounts
on the contact center. Isolate the restored virtual machine until these issues are resolved.
• By default, a Windows Server 2012 R2 machine account password is changed every 30 days.
This is an important consideration when reverting to a snapshot of a virtual machine that has
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.
Avaya Aura® Media Server VMware Snapshot

considerations
VMware snapshots save the current state of the virtual machine, so you can return to it at any time.
Snapshots are useful when you need to revert a virtual machine repeatedly to the same state, but
you don't want to create multiple virtual machines.
The following considerations apply when using snapshots with Avaya Aura® Media Server on
VMware:
• Snapshots must be taken during an Avaya Aura® Media Server maintenance window. Do not
take a snapshot of an Avaya Aura® Media Server virtual machine while the contact center is
running. Snapshots have a negative impact on the performance of a virtual machine over time.
You must Consolidate snapshots at the end of the maintenance window, before putting the
Avaya Aura® Media Server virtual machine back into production. For more information about
consolidating snapshots, refer to VMware documentation.
• When restoring snapshots, carefully consider the possible impact from out-of-date antivirus
definitions, missed Linux operating system updates and security updates. Isolate the restored
virtual machine until these issues are resolved.
VMware snapshots are not a replacement for Avaya Aura® Media Server database backup (and
restore) procedures and practices. For more information, see Maintaining Avaya Aura® Contact
Center.
VMware networking best practices

There are many different ways of configuring networking in a VMware environment. Review the
VMware networking best practices documentation before deploying Avaya applications on an ESXi
host. This section is not a substitute for the VMware documentation. For improved performance and
best practice, Contact Center uses Network Adapter type VMXNET 3.
The following are some suggested networking best practices:
• Separate network services to achieve greater security and performance. Create a vSphere
Standard Switch with dedicated NICs for each service. Separate VMware Management, iSCSI
(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.
Time synchronization considerations

VMware time synchronization controls whether the virtual machine time is periodically
resynchronized with the host server while it is running. Even if the VMware time synchronization
check box is unselected, VMware Tools by default synchronize the virtual machine's time after a few
specific events that are likely to leave the time incorrect, and this causes Avaya Aura® Contact
Center to fail.
Follow the VMware instructions (KB 1189) to completely disable host time synchronization on the
Contact Center Manager Server virtual machine.
Important:
You must disable Contact Center Manager Server virtual machine time synchronization to the
VMware host server time.
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.
Troubleshooting VMware
- CPU load average - Average CPU load average of host.

• Physical Memory
- SWAP/MB - Memory swap usage statistics.
VMware vSphere Virtual Machine (VM) KPIs:

• vCPU
- CPU RDY - Time VM was ready to run, but was not provided CPU resource.
- CPU WAIT - Percentage of time spent in the blocked or busy wait state.
- AMIN - Reservation allocated.
- ASHRS - CPU shares allocated.
- CPU CSTP - Amount of time a Symmetric Multi-Processing (SMP) VM was ready to run, but
was delayed due to co-vCPU scheduling contention.
• Disk I/O
- GAVG - Average operating system read latency per read operation.
- DAVG/rd - Average device read latency per read operation.
- DAVG/wr - Average device write latency per write operation.
- RESETS/s - Number of commands reset per second.
- ABRTS/s - Number of disk commands abandoned per second.
• Network
- %DRPTX - Percentage of packets dropped when transmitting.
- %DRPRX - Percentage of packets dropped when receiving.
• Memory
- MCTLSZ - Amount of physical memory reclaimed memory balloon statistics.
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
• 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.
Supported VMware virtual machine configurations
Supported VMware virtual machine configurations

type requires when installed a VMware virtual machine.
Table 21: Supported VMware virtual machine (VM) specification for each server type
Server type Voice PABX Entry-level VM Mid-range VM High-end VM

Voice and Multimedia Aura SIP No No No
Contact Server with Avaya
Aura® Media Server
Voice and Multimedia Aura SIP No Yes Yes
Contact Server without CS 1000 AML No Yes Yes
Multimedia Contact Server Aura SIP Yes Yes Yes
Only CS 1000 AML Yes Yes Yes
Multimedia Contact Server Aura SIP No Yes Yes
Only – Enterprise Web Chat
Voice and Multimedia No Switch No No No
Contact Server with Avaya Configured
Aura® Media Server
Network Control Center N/A Yes Yes Yes
Server
Avaya Aura® Media Server Aura SIP Virtualized Avaya Aura® Media Server is supported
standalone on Linux only on either a VMware 4 vCPU or 8 vCPU virtual
machine.
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.
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.
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.
Media Server
Contact Server with
Avaya Aura® Media
Server
Only CS 1000 AML 300 100 6K 500 / 800
Server Only with
Enterprise Web Chat
Avaya Aura® Media
Server
Center Server types
types.

VMware entry-level virtual machine specification

The following table specifies the minimum VMware resources for an Avaya Aura® Contact Center
entry-level virtual machine. These are the minimum specifications for Avaya Aura® Contact Center
Release 7.0 for the entry-level virtual machine in order to support the rated capacities.
Resource Minimum value
Number of CPUs 14
Minimum CPU Clock speed (MHz) 2400
CPU reservation (MHz) 16730
RAM (GB) 16 GB
RAM Reservation (MB) 16384 MB
Minimum Virtual Storage (GB) - Thick • 501 GB NTFS - Voice Contact Server
Provision Lazy Zeroed
• 501 GB NTFS - Network Control Center (NCC)
• 601 GB NTFS - Multimedia Contact Server with 300 GB NTFS
multimedia database
• 901 GB NTFS - Multimedia Contact Server with recommended
Virtual Network Interface Cards • 1x 1000 Mbps - for SIP
(VMXNET3)
OR
• 2x 1000 Mbps - for CS1000
This entry-level virtual machine offers performance equivalent to the Avaya Aura® Contact Center
entry-level physical server.
Mid-range solution
Rate Note 1 Note 2

Server
Contact Server with
Avaya Aura® Media
Server
Only CS 1000 3000 400 60K 4.0K / 8.0K
AML
AML
Server Only with
Enterprise Web Chat
Avaya Aura® Media
Server
Center Server types
types.
Mid-range solution

Rate Note 1 Note 2
VMware mid-range virtual machine specification

mid-range virtual machine. These are the minimum specifications for Avaya Aura® Contact Center
Release 7.0 for the mid-range virtual machine in order to support the rated capacities.
Number of CPUs 24
RAM (GB) 32 GB
multimedia database
• 801 GB NTFS - Voice and Multimedia Contact Server with 300
GB NTFS multimedia database
• 1101 GB NTFS - Voice and Multimedia Contact Server with
(VMXNET3)
OR
• 2x 1000 Mbps - for CS1000
This mid-range virtual machine offers performance equivalent to the Avaya Aura® Contact Center
mid-range physical server.
High-end solution
High-end solution
Note 1
Media Server
Contact Server with
Avaya Aura® Media
Server
Only CS 1000 AML 5000 600 100K 6.0K / 12K
Server Only with
Enterprise Web Chat
Avaya Aura® Media
Server
Center Server types
types.

Note 1
High-end solution
VMware high-end virtual machine specification

high-end virtual machine. These are the minimum specifications for Avaya Aura® Contact Center
Release 7.0 for the high-end virtual machine in order to support the rated capacities.
Number of CPUs 38
RAM (GB) 32 GB
multimedia database
(VMXNET3)
OR
• 2x 1000 Mbps - for CS1000
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.
The high-end virtual machine, with 38 vCPUs, is therefore supported only on ESXi 5.1, ESXi
5.5, and greater.
Contact Center virtual machine hard disks and partitions

Create individual virtual hard disks for each of the required partitions for your Contact Center virtual
machine. When creating a virtual hard disk for the Operating System partition, create a hard disk
size 1GB greater that the required partition size to accommodate the creation of any additional
Windows partitions which may be created automatically as part of the Windows Server 2012 R2
install.
For example, for an Operating System partition size requirement of 80GB, create an 81GB virtual
hard drive. For each additional Contact Center partition, create a virtual hard drive greater than or
equal to the partition size requirement. The virtual hard disk must be of sufficient size such that
when the associated partition is created and formatted for it has a size matching the required NTFS
partition size.
For improved multimedia offline data retention, Avaya recommends using a 600 GB partition for
multimedia storage. The multimedia 600 GB partition requires SAN Storage.
Table 22: Contact Center Virtual Machine hard disk minimum partition sizes
Hard disk Driv Minimum Minimum Recommend Minimum Recommended

drive e partition partition ed partition partition sizes partition sizes
partition letter sizes for sizes for sizes for for Voice and for Voice and
description Voice Multimedia Multimedia Multimedia Multimedia
Contact Contact Contact Contact Server Contact Server
Server / NCC Server with Server with 300 GB with 600 GB
300 GB 600 GB multimedia multimedia
multimedia multimedia partition partition
partition partition
Operating C: 80 GB NTFS 80 GB NTFS 80 GB NTFS 80 GB NTFS 80 GB NTFS
System drive partition partition partition partition partition
Application D: 120 GB NTFS 120 GB NTFS 120 GB NTFS 120 GB NTFS 120 GB NTFS
drive partition partition partition partition partition
DVD drive E: — — — — —
Voice F: 200 GB NTFS — — 200 GB NTFS 200 GB NTFS
database partition partition partition
drive
Multimedia G: — 300 GB NTFS 600 GB NTFS 300 GB NTFS 600 GB NTFS
database partition partition partition partition
drive
Database H: 100 GB NTFS 100 GB NTFS 100 GB NTFS 100 GB NTFS 100 GB NTFS
journal drive partition partition partition partition partition
Total 501 GB of 601 GB of 901 GB of 801 GB of disk 1101 GB of disk
disk space disk space disk space space space on a SAN
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.
Avaya Aura® Media Server virtual machine specification
Avaya Aura® Media Server virtual machine specification

The following table specifies the VMware resources for two Avaya Aura® Media Server virtual
machines. This table shows the number of supported agents and agent sessions for a 4 vCPU and
8 vCPU Avaya Aura® Media Server virtual machine.
VMware setting Value Value
Maximum supported agents (No Call Recording) 200 400
Maximum supported agents (With Call Recording) 130 260
Maximum supported agent sessions 500 1000
Number of CPUs 4 8
Minimum CPU clock speed 2400 MHz 2400 MHz
Minimum CPU Reservation (MHz) 9560 19120
Minimum RAM (GB) 8 8
Minimum RAM Reservation (MB) 8192 MB 8192 MB
Minimum Virtual Storage (GB) - Thick Provision Lazy Zeroed 50 GB 50 GB
Minimum Virtual Network Interface Cards (1 Gbit/s) 1 1
• 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.
• 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.
VMware host server minimum CPU specification

Configure each VMware virtual machine with the CPU resources to support Avaya Aura® Contact
Center or Avaya Aura® Media Server. For each virtual machine and required agent count, configure
a specified number of vCPU cores and CPU Reservations in MHz. Each vCPU core must have a
corresponding underlying physical CPU core on the VMware host. The performance of each
physical CPU core, and corresponding vCPU core, is determined by the VMware server processor
and hardware.
Avaya Aura® Contact Center VMware profiling uses a Dual 8-core Intel Xeon E5-2670 2.60GHz
CPU as a reference CPU. This reference processor has 16 physical CPU cores. Each of these 16
cores has an individual benchmark value that is one sixteenth of the overall benchmark score of the
reference processor. You use this individual core benchmark value to compare the cores from
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)
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.

When Avaya Aura® Contact Center is virtualized and commissioned, continue to monitor and
manage its real-time VMware resources.
• VMware host servers where Avaya Aura® Media Server is deployed as a virtual machine must
not be overcommitted in terms of physical cores. 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.
• VMware host servers where Avaya Aura® Contact Center Entry-Level, Mid-Range, or High-End
virtual machines are deployed must not be overcommitted in terms of logical cores. The total
number of vCPUs assigned across all virtual machines must be less than the host’s logical
core count.
• Ensure VMware Tools is installed on all virtual machines. This is required for VMXNET3
support and VMware performance monitoring and management.
Scaling support.
• The VMware host server must not be overcommitted for RAM.
• 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
• 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.
core clock speed.
• The supported agent counts and associated contact processing is modelled using simple
contact processing with moderate reporting and administration.
Overview of deploying Contact Center with VMware

About this task
This section outlines how to engineer and install a virtualized environment to support Avaya Aura®
Contact Center.
1. Read Performance Best Practices for VMware vSphere for the version of VMware vSphere
you are using.
2. Each Contact Center server required equates to one virtual machine. The specification of
each virtual machine must be at least the same as the specification of an equivalent physical
Contact Center server.
3. Read your hardware provider's documents covering virtualization support.
4. Combine the individual Contact Center virtual machine specifications to determine the
minimum specification for the Contact Center VMware vSphere host server hardware. The
VMware host server must be sized to have at least the same resources as the collective
resources of the physical servers required to run the Contact Center applications.
5. Obtain server hardware that meets the Contact Center host hardware specification and
supports VMware vSphere.
6. Install the most recent firmware available for your host server. Configure the server BIOS
settings to ensure optimum performance from the underlying server hardware. For more
7. On the host server, disconnect or disable unused or unnecessary physical hardware devices
such as: COM ports, LPT ports, USB controllers, Network interfaces, Storage controllers.
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.
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.
Figure 25: Typical SIP-enabled virtualized contact center solution

You can use a single Open Virtual Appliance (OVA) package to distribute a virtual appliance. For
example, an Avaya Aura® Media Server OVA package includes all of the Open Virtualization Format
(OVF) information required to create an Avaya Aura® Media Server virtual appliance on a VMware
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
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)
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.

Use the Voice and Multimedia Contact Server virtual machine to provide context‐sensitive and skill-
based routing for customer voice and multimedia contacts.
Contact Center Software Appliance VMware specifications
The Voice and Multimedia Contact Server virtual machine contains the following contact center
application software.
• 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.
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.
Voice and Multimedia Contact Server virtual machine hard disks

and partitions
install.
hard drive. For each additional Contact Center required partition, create a virtual hard drive greater
than or equal to the partition size requirement. The virtual hard disk must be of sufficient size such
that when the associated partition is created and formatted it has a size matching the required
partition size for the install.
Hard disk drive partition Drive Minimum Recommended Recommended

description letter partition sizes partition sizes, 300 partition sizes, 600
GB multimedia GB multimedia
partition partition
Operating System drive C: 80 GB NTFS 80 GB NTFS 80 GB NTFS
partition partition partition
Application drive D: 100 GB NTFS 120 GB NTFS 120 GB NTFS
DVD drive E: — — —
Voice database drive F: 180 GB NTFS 200 GB NTFS 200 GB NTFS
Hard disk drive partition Drive Minimum Recommended Recommended

description letter partition sizes partition sizes, 300 partition sizes, 600
GB multimedia GB multimedia
partition partition
Multimedia database drive G: 200 GB NTFS 300 GB NTFS 600 GB NTFS
Database journal drive H: 80 GB NTFS 100 GB NTFS 100 GB NTFS
Total 641 GB of Thick 801 GB of Thick 1101 GB of Thick
Provisioned disk Provisioned disk Provisioned disk
space in a space in a VMware space in a SAN
VMware datastore. datastore.
datastore.
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.
Avaya Aura® Media Server OVA

The Avaya Aura® Media Server OVA contains information about the virtual machine specification,
virtual machine operating system, and application software. This OVA contains the following
components:
• Red Hat Enterprise Linux 6.6, 64–bit
• Avaya Aura® Media Server 7.7 software
• IP tables firewall file application
• VMware Tools. Do not update the VMware Tools software on this virtual machine unless
instructed to do so by Avaya.
The Avaya Aura® Media Server OVA supports High Availability solutions.
Avaya Aura® Media Server is a software based media processing platform. Avaya Aura® Media
Server provides the conference services required by SIP-enabled Contact Center.
The Avaya Aura® Media Server OVA package has the following default hardware configuration:
vCPU Minimum Virtual memory Number of Virtual disk storage required
CPU speed required NICs
4 2400 MHz 4.5 GB (4608 MB) 1 VMXNET3 Size 50 GB
Network Deploy the Avaya Aura® Media Server
Adapter. OVA using Thick Provision Lazy
The Zeroed. Avaya Aura® Media Server
virtualization does not support thin provisioning
host server must
WebLM OVA
vCPU Minimum Virtual memory Number of Virtual disk storage required

CPU speed required NICs
have a Quad
port 1 Gbit/s
NIC or faster
with Receive
Side Scaling
support.
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
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.
Avaya Aura® Contact Center software appliance VMware resource profiling
Avaya Aura® Contact Center software appliance VMware

resource profiling
This section defines the Avaya Aura® Contact Center software appliance VMware virtual machine
resource requirements.
Use the following tables to determine the minimum VMware resources required to support a range
of agent counts and system contact rates.
Table 24: Avaya Aura® Contact Center Voice and Multimedia Contact Server VMware virtual machine
minimum resource requirements
Maximum supported agents 200 400

Maximum system Contact Rate (system contacts per hour) 4000 8000
Email Contact Rate (Emails per hour) 600 1200
WebChat Contact Rate (WebChat per hour) 300 600
Number of CPUs (Minimum CPU clock speed 2400 MHz) 4 6
Minimum CPU Reservation (MHz) 9560 14340
Minimum RAM (GB) 16 GB 16 GB
Minimum RAM Reservation (MB) 16384 16384
Minimum Disk Size (GB) - Thick Provision Lazy Zeroed 641 GB 641 GB
Virtual Network Interface Cards (1 GB) VMXNET3 1 1
• 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
Maximum number of supported agents 200 400

Maximum supported sessions 500 1000
Number of CPUs (Minimum CPU clock speed 2400 MHz) 4 8
CPU Reservation (MHz) 9560 19120
Minimum RAM (GB) 8 8
Minimum RAM Reservation (MB) 8192 8192
Minimum Disk Size (GB) - Thick Lazy Provisioning 50 50
Virtual Network Interface Cards (1 GB) VMXNET3 1 1
• 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.
Table 26: Avaya WebLM VMware virtual machine resource minimum requirements
Maximum supported license requests 5000

Number of CPUs (Minimum CPU clock speed 2300 MHz) 1
CPU Reservation (MHz) 2290
Minimum RAM (GB) 2
Minimum RAM Reservation (MB) 2048
Minimum Disk Size (GB) 35
Virtual Network Interface Cards (1 GB) VMXNET3 1

Configure each VMware virtual machine with the CPU resources to support Avaya Aura® Contact
Center or Avaya Aura® Media Server. For each virtual machine and required agent count, configure
a specified number of vCPU cores and CPU Reservations in MHz. Each vCPU core must have a
corresponding underlying physical CPU core on the VMware host. The performance of each
physical CPU core, and corresponding vCPU core, is determined by the VMware server processor
and hardware.
Avaya Aura® Contact Center VMware profiling uses a Dual 8-core Intel Xeon E5-2670 2.60GHz
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
Follow these steps to ensure your proposed VMware host CPUs meet the Contact Center minimum
requirements.
your VMware host server CPU.
• To support Contact Center virtualization, the individual core benchmark value of your VMware
To support Contact Center, your VMware host must have a sufficient number of CPU cores each
VMware host server disks and storage

The VMware server hosting the Avaya Aura® Contact Center software appliance must have
sufficient disk space or access to sufficient SAN storage.
The following table shows the VMware host server disk space required for the Avaya Aura® Contact
Center software appliance virtual machines (VMs). For improved multimedia offline data retention,
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.

manage its real-time VMware resources.
• VMware host servers where Avaya Aura® Media Server is deployed as a virtual machine must
not be overcommitted in terms of physical cores. 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.
• VMware host servers where Avaya Aura® Contact Center Entry-Level, Mid-Range, or High-End
virtual machines are deployed must not be overcommitted in terms of logical cores. The total
number of vCPUs assigned across all virtual machines must be less than the host’s logical
core count.
• Ensure VMware Tools is installed on all virtual machines. This is required for VMXNET3
support and VMware performance monitoring and management.
Scaling support.
• The VMware host server must not be overcommitted for RAM.
additional RAM.
• Depending on your solution’s call complexity, you might need to add additional VMware
add additional VMware resources as necessary. Avaya recommends running large or complex
core clock speed.
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
• 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.
Supported Hyper-V virtual machine configurations
Supported Hyper-V virtual machine configurations

type requires when installed a Hyper-V virtual machine.
Table 28: Supported Hyper-V virtual machine (VM) specification for each server type
Server type Voice PABX Entry-level VM Mid-range VM High-end VM

Voice and Multimedia Aura SIP No No No
Contact Server with Avaya
Aura® Media Server
Voice and Multimedia Aura SIP No Yes Yes
Contact Server without CS 1000 AML No Yes Yes
Multimedia Contact Server Aura SIP Yes Yes Yes
Only CS 1000 AML Yes Yes Yes
Multimedia Contact Server Aura SIP No Yes Yes
Only — Enterprise Web Chat
Voice and Multimedia No Switch No No No
Contact Server with Avaya Configured
Aura® Media Server
Network Control Center N/A Yes Yes Yes
Server
Avaya Aura® Media Server Aura SIP No No No
standalone on Linux
Avaya WebLM.
Hyper-V virtualization support
Media Server
Contact Server with
Avaya Aura® Media
Server
Only CS 1000 AML 300 100 6K 500 / 800
Server Only with
Enterprise Web Chat
Avaya Aura® Media
Server
Center Server types
types.

Hyper-V entry-level virtual machine specification

The following table specifies the minimum Hyper-V resources for an Avaya Aura® Contact Center
entry-level virtual machine. These are the minimum specifications for Avaya Aura® Contact Center
Release 7.0 for the entry-level virtual machine in order to support the rated capacities.
Number of CPUs 14
Processor Reservation Percentage 50%
RAM (GB) 16 GB
RAM Assignment Profile Static
Minimum Virtual Storage (GB) - Fixed • 501 GB NTFS - Voice Contact Server
Disks
multimedia database
OR
• 2x 1000 Mbps - for CS1000
This entry-level virtual machine offers performance equivalent to the Avaya Aura® Contact Center
entry-level physical server.
Mid-range solution
Mid-range solution
Rate Note 1 Note 2

Server
Contact Server with
Avaya Aura® Media
Server
Only CS 1000 3000 400 60K 4.0K / 8.0K
AML
AML
Server Only with
Enterprise Web Chat
Avaya Aura® Media
Server
Center Server types
types.

type Agents Supervisors
Contact (WCph/Eph)
Rate Note 1 Note 2
Mid-range solution
Hyper-V mid-range virtual machine specification

mid-range virtual machine. These are the minimum specifications for Avaya Aura® Contact Center
Release 7.0 for the mid-range virtual machine in order to support the rated capacities.
Number of CPUs 24
RAM (GB) 32 GB
Disks
multimedia database
OR
• 2x 1000 Mbps - for CS1000
This mid-range virtual machine offers performance equivalent to the Avaya Aura® Contact Center
mid-range physical server.
High-end solution
Note 1
Media Server
Contact Server with
Avaya Aura® Media
Server
Only CS 1000 AML 5000 600 100K 6.0K / 12K
Server Only with
Enterprise Web Chat
Avaya Aura® Media
Server
Center Server types
types.
High-end solution

Note 1
Hyper-V high-end virtual machine specification

high-end virtual machine. These are the minimum specifications for Avaya Aura® Contact Center
Release 7.0 for the high-end virtual machine in order to support the rated capacities.
Number of CPUs 38
RAM (GB) 32 GB
Disks
multimedia database
OR
• 2x 1000 Mbps - for CS1000
This high-end virtual machine offers performance equivalent to the Avaya Aura® Contact Center
high-end physical server.

install.
hard drive. For each additional Contact Center partition, create a virtual hard drive greater than or
equal to the partition size requirement. The virtual hard disk must be of sufficient size such that
when the associated partition is created and formatted for it has a size matching the required NTFS
partition size.
Hard disk Driv Minimum Minimum Recommend Minimum Recommended

drive e partition partition ed partition partition sizes partition sizes
partition letter sizes for sizes for sizes for for Voice and for Voice and
description Voice Multimedia Multimedia Multimedia Multimedia
Contact Contact Contact Contact Server Contact Server
Server / NCC Server with Server with 300 GB with 600 GB
300 GB 600 GB multimedia multimedia
multimedia multimedia partition partition
partition partition
Operating C: 80 GB NTFS 80 GB NTFS 80 GB NTFS 80 GB NTFS 80 GB NTFS
System drive partition partition partition partition partition
Application D: 120 GB NTFS 120 GB NTFS 120 GB NTFS 120 GB NTFS 120 GB NTFS
drive partition partition partition partition partition
DVD drive E: — — — — —
Voice F: 200 GB NTFS — — 200 GB NTFS 200 GB NTFS
database partition partition partition
drive
Multimedia G: — 300 GB NTFS 600 GB NTFS 300 GB NTFS 600 GB NTFS
database partition partition partition partition
drive
Database H: 100 GB NTFS 100 GB NTFS 100 GB NTFS 100 GB NTFS 100 GB NTFS
journal drive partition partition partition partition partition
Total 501 GB of 601 GB of 901 GB of 801 GB of disk 1101 GB of disk
disk space disk space disk space space space on a SAN
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.
Hyper-V server minimum CPU specification

Configure each Hyper-V virtual machine with the CPU resources to support Avaya Aura® Contact
Center. For each virtual machine and required agent count, configure a specified number of vCPU
cores and CPU Reservations in MHz. Each vCPU core must have a corresponding underlying
physical CPU core on the Hyper-V host. The performance of each physical CPU core, and
corresponding vCPU core, is determined by the Hyper-V server processor and hardware.
Avaya Aura® Contact Center Hyper-V profiling uses a Dual 8-core Intel Xeon E5-2670 2.60GHz
different processors and to select suitable Hyper-V host hardware for Avaya Aura® Contact Center
virtualization.
The individual core benchmark value for the processor in your Hyper-V host server must be equal to
Follow these steps to ensure your proposed Hyper-V host CPUs meet the Contact Center minimum
requirements.
your Hyper-V host server CPU.
• To support Contact Center virtualization, the individual core benchmark value of your Hyper-V
To support Contact Center, your Hyper-V host must have a sufficient number of CPU cores each
Hyper-V host server resource management and

monitoring
manage its real-time Hyper-V resources.
• The Hyper-V host server must not be overcommitted. The total number of vCPUs assigned
across all virtual machines must be less than the host’s logical core count.
Hyper-V host server resource management and monitoring
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.
• Depending on your solution’s call complexity, you might need to add additional Hyper-V
add additional Hyper-V resources as necessary. Avaya recommends running large or complex
• Contact Center supports Hyper-V Checkpoints but only during a maintenance window. Delete
all checkpoints before returning to production.
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.
Mission Critical High Availability

A number of Avaya Aura® Contact Center solutions running on the Avaya Aura® Unified
Communications platform support Mission Critical High Availability. While these Contact Center
solutions are similar in behavior, there are differences depending on the Avaya Aura® platform
components of each solution. Contact Center supports three Mission Critical High Availability
solutions:
• Mission Critical HA with Avaya Aura® platform resiliency
• Mission Critical HA without Avaya Aura® platform resiliency
• Mission Critical HA with Midsize Enterprise
To achieve the highest level of Mission Critical High Availability, with Avaya Aura® 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.
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:
OR
pairs.
• One Avaya Aura® Session Manager (SM) instance.
• One Avaya Aura® Application Enablement Services (AES) server.
• One Avaya Aura® Communication Manager (CM) server.
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:
OR
High Availability server requirements
pairs.
• Two Midsize Enterprise servers, configured for High Availability.
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.
Hot-standby High Availability

To achieve Hot-standby High Availability with no single point of failure you must have an AML-based
contact center with the following:
OR
• Avaya Communication Server 1000 High Availability PBX.
All of the above components must be in the same network subnet or campus network location.
Avaya Aura® Contact Center supports hot-standby High Availability (HA) resiliency for Contact
Center Manager Server (CCMS), Communication Control Toolkit (CCT), and Contact Center
Multimedia (CCMM).
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
Avaya Agent Desktop clients must be registered in this domain, or in domains with a two-way trust
relationship with this Contact Center server domain.
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.
Avaya Aura® Unified Communications platform and

Contact Center High Availability
Avaya Aura® Contact Center supports High Availability when using an Avaya Aura® Unified
Communications platform. The level of High Availability supported depends on your entire solution,
including the Unified Communications platform release, patch level, and installation type.
Contact Center High Availability is supported with the following platforms:
• Avaya Aura® Communication Manager 6.3.8, Avaya Aura® Session Manager (SM) 6.3.10, and
Avaya Aura® Application Enablement Services (AES) 6.3.3.
OR
• Avaya Aura® Communication Manager 7.0, Avaya Aura® Session Manager (SM) 7.0, and
Avaya Aura® Application Enablement Services (AES) 7.0
OR
• Avaya Aura® Solution for Midsize Enterprise (ME) 6.2 FP4 or 7.0
Note:
The Avaya Aura® Solution for Midsize Enterprise (ME) does not support geographic High
Availability. Both ME servers must be in close proximity (within 100 meters) so that they
can be connected with an Ethernet crossover cable.
For more information about the Unified Communications platform, including the required patch
levels, see Avaya Aura® Contact Center and Avaya Aura® Unified Communications Integration.
The following table lists the level of Contact Center application High Availability supported for each
Avaya Aura® Unified Communications platform release and installation type.
Table 30: Avaya Aura® Unified Communications platform HA support level summary
PABX Release HA Level Agent experience after Contact

Center switchover
Avaya Aura® 6.2, 7.0 Mission Critical HA Agent logon state is maintained.
CM/SM/AES
ME 6.2 FP4, 7.0 Mission Critical HA Agent logon state is maintained.
®
Avaya Aura 6.2, 7.0 Contact Center Agent logon state is maintained.
Unified supports High
Communications
PABX Release HA Level Agent experience after Contact

Center switchover
Virtualized Availability without
Environment (VE) AES resiliency
Important:
If a Contact Center application or server fails, Mission Critical High Availability maintains voice calls in
progress between customers and agents.
Avaya Communication Server 1000 and Contact Center

High Availability
Avaya Aura® Contact Center supports High Availability when using an Avaya Communication Server
1000 PABX. The level of High Availability supported depends on your entire solution, including the
Avaya Communication Server 1000 release and installation type.
In AML-based Hot-standby High Availability solutions, if a Contact Center application or server fails,
High Availability maintains calls in progress between customers and agents, but agents must
manually log back on again after the switchover.
Avaya Communication Server 1000 release and installation type.
Table 31: Avaya Communication Server 1000 High Availability support level summary
CS 1000 HA Level Agent experience after switchover

Release
7.6 Hot-standby HA Agents log back on.
Important:
If a Contact Center application or server fails, Hot-standby High Availability maintains voice calls in
progress between customers and agents.
High Availability levels supported

The level of Contact Center application High Availability supported depends on your entire solution,
including the PABX platform.
PABX release and installation type.
Standby server requirements
Table 32: Contact Center application High Availability support level summary
PABX Release AML/SIP HA Level Agent Experience after switchover

®
Avaya Aura 6.2 FP4, 7.0 SIP Mission Critical HA Agent logon state is maintained.
CM/SM/AES
MENote 1 6.2 FP4, 7.0 SIP Mission Critical HA Agent logon state is maintained.
CS 1000 7.6 AML Hot-standby HA Agents log back on.
Note 1In total, if the active ME server fails, it can take up to ten minutes for a switchover/failover on the ME to
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.
Standby server requirements

The standby server specification must match the active server. The standby server must have the
same hard disk partitions, the same amount of memory, and the same CPU type. The standby
server must have the Contact Center software installed on the same partitions as the active server.
The active and standby servers must have the same patch level and the same operating system
updates.
If the active and standby Avaya Aura® 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 standby servers must have the same VMware virtual machine
configuration settings.
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.
Remote Geographic Node server requirements

The High Availability feature supports Remote Geographic Nodes. Remote Geographic Nodes are
similar to the standby servers but they only shadow data from the active server; Remote Geographic
Nodes do not automatically take over if the active system fails. If the standby server and active
server are in the same building, then a Remote Geographic Node on remote site provides additional
data protection by maintaining a remote copy of the configuration and statistical information.
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.

Contact Center uses a managed IP address for campus High Availability. A managed IP address is
a virtual IP address hosted on the NIC of the currently active server. Both the active and standby
servers also have a static IP address. You configure the static IP address of each server in the
Windows operating system. You configure the Managed IP address in the Contact Center High
Availability configuration interface.
To eliminate network points of failure in the Contact Center solution, you must use Link Aggregation
Control Protocol (LACP), NIC Teaming, and Virtual Router Redundancy Protocol (VRRP).
NIC teaming:
Campus High Availability supports LAN environments where the round trip delay is less than 80ms,
with less than 0.5% packet loss.

If you have Contact Center HA at the campus, configure the Remote Geographic Node to
communicate with the Managed IP address at the campus site.
To eliminate network points of failure in the contact center solution, you must use Link Aggregation
Control Protocol (LACP), NIC Teaming and Virtual Router Redundancy Protocol (VRRP).
NIC teaming:
Geographic High Availability supports WAN environments where the round trip delay is less than
80ms, with less than 0.5% packet loss.
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:
• Avaya Aura® Contact Center Orchestration Designer (OD)
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.
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.

Configure the Microsoft Windows Server 2012 Release 2 operating system to support Avaya Aura®
Contact Center. For more information, see Windows Server 2012 R2 common specifications on
page 228.
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
Platform Physical Server VMware virtual machine Hyper–V virtual machine

Solution Entry- Mid- High- Entry- Mid- High- Entry- Mid- High-
level level range end level range end level range end
Aura SIP No Yes Yes No Yes Yes No Yes Yes
Voice and Multimedia Contact Server without Avaya Aura® Media Server configuration requirements

CS 1000 No Yes Yes No Yes Yes No Yes Yes
AML
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.
Communication Control Toolkit components

The Communication Control Toolkit simplifies integration. The transport components provide firewall
friendliness, Network Address Translation (NAT), and Citrix support. The server components enable
open telephone switch connectivity.
The Communication Control Toolkit consists of Avaya developed software and third-party
components, as described in this section.
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.
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 tables in this section specify which functions are supported by Communication Control Toolkit.
Avaya Agent Desktop is a client of Communication Control Toolkit.
Important:
If your phone supports Multiple Appearance Reduction Prime (MARP) of Multiple Appearance
Directory Number (MADN) you must disable the configurations. These configurations are not
supported in Communication Control Toolkit.
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 34: Basic Communication Control Toolkit and Avaya Agent Desktop functions
Event SIP-enabled AML-based

®
Avaya Aura CS 1000
Make Call Yes Yes
Hold Current Call Yes Yes
The CS 1000 Swap Hold switch
feature is not supported.
Unhold Call Yes (Retrieve Call) Yes (Retrieve Call)
Drop Current Call (Release) Yes Yes
Blind Transfer Call No Yes
Initiate Supervised Transfer Yes Yes

Avaya Aura® CS 1000
Complete Transfer Yes Yes
Initiate Conference Call Yes Yes (up to six parties)
Complete Conference Call Yes Yes
Call Forward No Yes
Cancel Call Forward No Yes
Join Conference Yes No
Deflect Calls No No
Get Status Yes Yes
Get Call Capabilities Yes Yes
Get Data Yes Yes
Delete Data Yes Yes
Append Data Yes Yes
Make Set Busy (Do Not Disturb) No Yes (on Agent Terminals only)
Get/Set UUI Yes No (UUI attached as call data)
Send DTMF (for example, credit card Yes Yes
number to IVR)
Mute/Unmute No No
Consult Yes Yes (but must designate as
transfer or conference)
Park/Unpark No No
Message Waiting Indicator No No
HER (Host Enhanced Routing) No Yes
Answer Yes Yes
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

Agent Login Yes Yes
Agent Logout Yes Yes
Set Ready Yes Yes

Set Not Ready Yes Yes
ACD Set Activity Code Yes Yes
ACD Set Not Ready/Reason Code Yes Yes
ACD Set After Call Work Item Code Yes Yes
Work Ready Key support No No
Agent Whisper No No
Observe call Yes No
Set Call treatment No Yes
Barge In Yes No
Call Supervisor Yes Yes
Emergency Key Yes Yes
Redirect to another skillset No (must transfer to a CDN) No
Return a call to the queue skillset that it No No
came from
Redirect to another skillset No No
came from
The following table indicates which events are delivered by Communication Control Toolkit.
Table 36: Communication Control Toolkit events

®
Avaya Aura CS 1000
Ringing Event Yes Yes
Dialtone Event No No
Busy Event No No
Offering Event Yes Yes
Ringback Event Yes Yes
Inbound Connected Event Yes Yes
Outbound Connected Event Yes Partial
Connected Event Yes Yes
Disconnected Event Yes Yes
Held Event Yes Yes
Unheld Event Yes Yes
OnHold Pending Conference Event Yes Yes
Onhold Pending Transfer Event Yes Yes

Transferred Event Yes Yes
Conference Event Yes Yes
Initiated Transfer Event Yes Yes
Initiated Conference Event Yes Yes
Session Disconnect Event (includes Yes Yes
shutdown)
Device Forward Event No No
Status Change Event Yes Yes
Notice Message Waiting Event No No
Notice No Message Waiting Event No No
Agent Logged out Event Yes Yes
Agent Logged in Event Yes Yes
Agent Ready Event Yes Yes
Agent Not Ready Event Yes Yes
Agent Busy Event No No
Agent Work Ready Event No No
Activity Code Entered Yes Yes
WalkAway Activated No No
WalkAway Return No No
Emergency Invoked No No
Call Supervisor Invoked No No
Client Terminal Relationships

AML-based Communication Control Toolkit supports a maximum of 5000 client-to-terminal
relationships.
• A client monitoring a voice device (see voice terminal control capacity specification below)
• A client monitoring a multimedia terminal (see CCMM terminal control capacity specification
below)
If a client monitors voice and multimedia terminals, each pair of voice + multimedia terminals are
counted once; for example,
1 voice terminal + 1 multimedia terminal = 1
2 voice terminals + 1 multimedia terminal = 2
2 voice terminals + 2 multimedia terminals = 2
Email message memory requirements

AML-based Communication Control Toolkit supports a maximum of 5000 CTI client-to-telephony
device relationships where the CTI client-to-telephony device relationship is defined as a CTI client
(CCT client or TAPI client) that monitors and controls a telephony device. A telephony device refers
to one of the following:
• A CCT Voice Terminal (TN)
• A CCT RoutePointAddress (CDN)
• CCMM terminal control capacity
Communication Control Toolkit clients can monitor or control a multimedia terminal. A multimedia
terminal is created dynamically when a Contact Center agent that is configured with one or more
multimedia contact types logs on.
The following are some examples of configurations.
• 5000 CCT clients, each monitoring and controlling a single Terminal (5000 CTI clients x 1
telephony device = 5000)
• 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

In contact center solutions that support the email contact type, you must engineer your server to
support email attachments.
The maximum attachment size formulas use the following variables and the approximate values, to
calculate how much memory to reserve to process an email message.
Variable Description Value
Encoding adjustment The factor by which the 1.3 (this can vary slightly based on the
attachment size increases when encoding used)
the attachment is encoded and
attached to an email message.

Memory adjustment The factor by which the encoded 1.2 (this factor decreases slightly, the
size increases when an email larger the email is, but it remains as a
message is loaded into the fixed value)
internal representation of the
email message in memory.
Buffer memory The memory, which is fairly 20 MB
static, required by the parts of
the application not involved in
processing inbound email
messages.
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
Minimum JVM size formula

Attachment size * Encoding adjustment * Memory adjustment + Buffer memory = Minimum JVM size
Attachment sizes (MB) Minimum JVM sizes (MB)
10 35.6
20 51.2
30 66.8
40 82.4
50 98
60 113.6
70 129.2
80 144.8
90 160.4
100 176
500 800
Calculating disk storage requirements

This section lists the database files used by Contact Center Multimedia and provides database
capacity calculations.
Contact Center Multimedia includes the following database files:
• CACHE.DAT in the <Database Drive>:Avaya\Contact Center\Databases\CCMM
\MULTIMEDIA\DATA folder. This stores the two CACHE.DAT Contact Center Multimedia
folders and files, one for code and one for data.
• Avaya\Contact Center\Databases\Journals folder is created during installation. This
folder contains the Database Journal Files used for Geographic Redundancy.
• Avaya\Cache\Cachesys\Shadow folder is created during installation. This folder is used if
Geographic Redundancy is configured and this server is running as the Redundant server.
During the installation you can select the drive letter that these folders or files are on. The folder
information is fixed.
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.
proportion with the one million available contacts in 20GB space.
Email attachments are stored in the attachment folder. The disk space required to store attachments
is calculated as
* 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.
= 9 000 * 0.3 * 0.5 * 10
= 13500 MB
This section describes network configuration information for Communication Control Toolkit.
Network interface card binding order

Configure the binding order of the network interface cards so that the NIC connected to the contact
center subnet is first, followed by others such as the virtual adapters for remote access.
Maximum acceptable use

Total usage of the Enterprise IP network must not exceed 30 percent in a shared network
environment. Communication Control Toolkit use of the Enterprise IP network can be as high as 9
percent for a system with 500 agents. Ensure that the Enterprise IP network has enough spare
capacity to accommodate Communication Control Toolkit traffic in addition to your traffic.
Contact modeling limitations in a network environment

Some limitations exist in the information you can model the Communication Control Toolkit when
you deal with networked call scenarios.
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.

This section describes the third-party software requirements for the Voice and Multimedia Contact
Server.
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.
Third-party backup software

Two types of backups are available on Contact Center Manager Server:
• Full (offline) backup
• Database (online) backup
Use third-party backup software only for full (offline) backups. To create a full backup, you must use
a third-party backup utility such as Microsoft backup utility. See the third-party documentation for
information about the full backup procedure, and Avaya Aura® Contact Center Server Administration
for information about procedures that you must perform before a full backup. If you use a third-party
backup utility, it must comply with the general third-party software guidelines specified in Third-party
software requirements on page 236.
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.
Voice and Multimedia Contact Server antivirus software

This section describes the Voice and Multimedia Contact Server antivirus software requirements.
For antivirus software requirements, see Additional guidelines for the use of antivirus software on
page 237.
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.
• 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.
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.
Voice Contact Server is supported only on the Microsoft Windows Server 2012 Release 2 operating
system.
Voice Contact Server supports High Availability.
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.

page 228.
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.
levels supported by Voice Contact Server.
Table 37: Voice Contact Server supported server specifications
Platform Physical server VMware virtual machine Hyper–V virtual machine

Solution Entry- Mid- High- Entry- Mid-range High- Entry- Mid- High-
level level range end level end level range end
Aura SIP Yes Yes Yes Yes Yes Yes Yes Yes Yes
CS 1000 Yes Yes Yes Yes Yes Yes Yes Yes Yes
AML
Communication Control Toolkit components

The Communication Control Toolkit simplifies integration. The transport components provide firewall
friendliness, Network Address Translation (NAT), and Citrix support. The server components enable
open telephone switch connectivity.
The Communication Control Toolkit consists of Avaya developed software and third-party
components, as described in this section.
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.

The tables in this section specify which functions are supported by Communication Control Toolkit.
Avaya Agent Desktop is a client of Communication Control Toolkit.
Important:
If your phone supports Multiple Appearance Reduction Prime (MARP) of Multiple Appearance
Directory Number (MADN) you must disable the configurations. These configurations are not
supported in Communication Control Toolkit.
Important:
CDN (Route Point).

Make Call Yes Yes
Hold Current Call Yes Yes
The CS 1000 Swap Hold switch
feature is not supported.
Unhold Call Yes (Retrieve Call) Yes (Retrieve Call)
Drop Current Call (Release) Yes Yes
Blind Transfer Call No Yes
Initiate Supervised Transfer Yes Yes
Complete Transfer Yes Yes
Initiate Conference Call Yes Yes (up to six parties)
Complete Conference Call Yes Yes
Call Forward No Yes
Cancel Call Forward No Yes
Join Conference Yes No
Deflect Calls No No
Get Status Yes Yes
Get Call Capabilities Yes Yes
Get Data Yes Yes
Delete Data Yes Yes
Append Data Yes Yes
Make Set Busy (Do Not Disturb) No Yes (on Agent Terminals only)
Get/Set UUI Yes No (UUI attached as call data)

Send DTMF (for example, credit card Yes Yes
number to IVR)
Mute/Unmute No No
Consult Yes Yes (but must designate as
transfer or conference)
Park/Unpark No No
Message Waiting Indicator No No
HER (Host Enhanced Routing) No Yes
Answer Yes Yes

Agent Login Yes Yes
Agent Logout Yes Yes
Set Ready Yes Yes
Set Not Ready Yes Yes
ACD Set Activity Code Yes Yes
ACD Set Not Ready/Reason Code Yes Yes
ACD Set After Call Work Item Code Yes Yes
Work Ready Key support No No
Agent Whisper No No
Observe call Yes No
Set Call treatment No Yes
Barge In Yes No
Call Supervisor Yes Yes
Emergency Key Yes Yes
Redirect to another skillset No (must transfer to a CDN) No
came from

Redirect to another skillset No No
came from

®
Avaya Aura CS 1000
Ringing Event Yes Yes
Dialtone Event No No
Busy Event No No
Offering Event Yes Yes
Ringback Event Yes Yes
Inbound Connected Event Yes Yes
Outbound Connected Event Yes Partial
Connected Event Yes Yes
Disconnected Event Yes Yes
Held Event Yes Yes
Unheld Event Yes Yes
OnHold Pending Conference Event Yes Yes
Onhold Pending Transfer Event Yes Yes
Transferred Event Yes Yes
Conference Event Yes Yes
Initiated Transfer Event Yes Yes
Initiated Conference Event Yes Yes
Session Disconnect Event (includes Yes Yes
shutdown)
Device Forward Event No No
Status Change Event Yes Yes
Notice Message Waiting Event No No
Notice No Message Waiting Event No No
Agent Logged out Event Yes Yes
Agent Logged in Event Yes Yes
Agent Ready Event Yes Yes
Agent Not Ready Event Yes Yes

Agent Busy Event No No
Agent Work Ready Event No No
Activity Code Entered Yes Yes
WalkAway Activated No No
WalkAway Return No No
Emergency Invoked No No
Call Supervisor Invoked No No
Client Terminal Relationships

AML-based Communication Control Toolkit supports a maximum of 5000 client-to-terminal
relationships.
• A client monitoring a voice device (see voice terminal control capacity specification below)
• A client monitoring a multimedia terminal (see CCMM terminal control capacity specification
below)
If a client monitors voice and multimedia terminals, each pair of voice + multimedia terminals are
counted once; for example,
1 voice terminal + 1 multimedia terminal = 1
2 voice terminals + 1 multimedia terminal = 2
AML-based Communication Control Toolkit supports a maximum of 5000 CTI client-to-telephony
device relationships where the CTI client-to-telephony device relationship is defined as a CTI client
(CCT client or TAPI client) that monitors and controls a telephony device. A telephony device refers
to one of the following:
• A CCT Voice Terminal (TN)
• A CCT RoutePointAddress (CDN)
• CCMM terminal control capacity
Communication Control Toolkit clients can monitor or control a multimedia terminal. A multimedia
terminal is created dynamically when a Contact Center agent that is configured with one or more
multimedia contact types logs on.
The following are some examples of configurations.
• 5000 CCT clients, each monitoring and controlling a single Terminal (5000 CTI clients x 1
telephony device = 5000)
• 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
This section describes network configuration information for Communication Control Toolkit.
Network interface card binding order

Configure the binding order of the network interface cards so that the NIC connected to the contact
center subnet is first, followed by others such as the virtual adapters for remote access.
Maximum acceptable use

Total usage of the Enterprise IP network must not exceed 30 percent in a shared network
environment. Communication Control Toolkit use of the Enterprise IP network can be as high as 9
percent for a system with 500 agents. Ensure that the Enterprise IP network has enough spare
capacity to accommodate Communication Control Toolkit traffic in addition to your traffic.
Contact modeling limitations in a network environment

Some limitations exist in the information you can model the Communication Control Toolkit when
you deal with networked call scenarios.
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.

Server.
Warning:
Important:
Agent Desktop:
• IP Agent
• IP Softphone

Voice Contact Server antivirus software

This section describes the Voice Contact Server antivirus software requirements.
page 237.
Avaya recommends that you exclude the following files and folders from scans (both real-time and
scheduled):
sub-directories)
• D:\Avaya\Contact Center\Manager Administration\Apps\ (including sub-
directories)
• The folder where you store Server Packs and patches
Chapter 27: Multimedia Contact Server
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.
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.
Multimedia Contact Server configuration requirements

page 228.
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.
levels supported by Multimedia Contact Server.
Table 41: Multimedia Contact Server supported server specifications
Platform Physical server VMware virtual machine Hyper—V virtual machine

Entry- Mid- High- Entry- Mid- High- Entry- Mid- High-
level range end level range end level range end
AML

messages.
128 69.2
256 (default) 151.3
512 315.4
1024 643.6

10 35.6
20 51.2
30 66.8
40 82.4
50 98

60 113.6
70 129.2
80 144.8
90 160.4
100 176
500 800

is calculated as
Example
= 9 000 * 0.3 * 0.5 * 10
= 13500 MB

Server.
Warning:
Important:
Agent Desktop:
• IP Agent
• IP Softphone

Multimedia Contact Server antivirus software

source.
Warning:
scheduled):
Multimedia Contact Server antivirus software
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.
• 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.
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.

page 228.
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.
levels supported by the Voice and Multimedia Contact Server with Avaya Aura® Media Server
software.
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
Platfor Physical Server VMware virtual machine Hyper–V virtual machine

m
Entry- Mid- High- Entry-level Mid- High-end Entry- Mid- High-end
level range end range level range
Aura No Yes Yes No No No No No No
SIP
Avaya Aura® Media Server media files and media

management
Avaya Aura® Media Server media files are WAV audio files that contain speech, music, feature
tones, or signaling tones. Avaya Aura® Media Server supports custom (customer generated) media
files and default (canned) media files.
Use Contact Center Manager Administration (CCMA) Prompt Management to configure the media
files for the following:
• Locale-specific voice announcement and prompt files
• Scripted music files
• Barge-in notification tone
• Observation notification tone
• Call Force Answer Zip notification tone
• Custom Zip notification tones
Avaya Aura® Media Server provides optimum playback performance with .WAV files encoded as
Linear 16-bit PCM, 8KHz Mono with a sampling rate of 128kbits/sec. Create your Avaya Aura®
Media Server media files using this encoding.
Content Store
The Avaya Aura® Media Server Content Store provides a persistent storage capability for
configuration data and media files. You use the Contact Center Manager Administration (CCMA)
Prompt Management interface to configure and manage the contents of the Content Store. If you
have more than one Avaya Aura® Media Server, you can designate one server to be the primary
Avaya Aura® Media Server. You can then configure the other Avaya Aura® Media Servers to
replicate (copy) the configuration data and media files from the Content Store on the primary Avaya
Aura® Media Server. This configures all of the Avaya Aura® Media Servers with the same media files
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.
Custom media organization

Avaya Aura® Media Server organizes custom media in the Content Store within a content
namespace. A content namespace is a logical area in the Content Store. The content namespace
name must match the contact center SIP domain name; that is, the Local SIP Subscriber Domain
Name in Contact Center Manager Server – Server Configuration.
Within the content namespace you use content groups to subdivide the media into logical groups.
You can create locale-specific content groups for treatments such as RAN.
Avaya Aura® Media Server supports the following locales:
de_de German Germany
en_ca English Canada
en_gb English United Kingdom
en_ie English Ireland
en_in English India
en_us English United States
es_es Spanish Spain
es_mx Spanish Mexico
fr_ca French Canada
fr_fr French France
it_it Italian Italy
ja_jp Japanese Japan

ko_kr Korean Korea
pt_br Portuguese Brazil
ru_ru Russian Russia
zh_cn Chinese (Simplified) China
zh_tw Chinese (Simplified) Taiwan
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.
Music media organization

Avaya Aura® Media Server stores music media files in content groups in a reserved namespace,
named streamsource, in the Content Store. These content groups can be collections of music files
of a specific genre, pop, rock, or classical for example, or any other group classification. To use
scripted music in OD flow applications or scripts, you create routes in Contact Center Manager
Administration (CCMA) that link to one of the Avaya Aura® Media Server streamsource content
groups. The OD flow applications or scripts reference these routes to access the scripted music
provided by Avaya Aura® Media Server.
Default media files
Avaya Aura® Media Server contains a set of country and language specific default media files for all
supported locales. The default media files contain numerical values, busy tones and ring-back
tones. You can use these default “canned” media files in your Contact Center solution, or you can
replace them with your own recordings.
The following are examples of the Avaya Aura® Media Server default or canned locale specific
media files:
• Single digit playback (zero.wav, one.wav, two.wav ... nine.wav)
• Busy tone wav file (busy.wav)
• Ringback wav file (ringback.wav)
The default media files are stored in the prompts section of the Avaya Aura® Media Server Content
Store. The canned media files are stored in Linear 16-bit PCM recording format. You use Avaya
Aura® Media Server Element Manager to replace the existing default “canned” media files with your
own files.
Default media files are stored in the Avaya Aura® Media Server Content Store and are therefore
replicated to other Avaya Aura® Media Servers in resilient or clustered solutions.
The following languages use different WAV file names for the following numbers:
ja_jp zero ichi ni san yo go roku nana hatchi kyu
Japanese
Communication Control Toolkit supported SIP functionality
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.
Communication Control Toolkit supported SIP

functionality
The tables in this section indicate which functions are supported by Communication Control Toolkit.
Avaya Agent Desktop is a client of Communication Control Toolkit so they support the same
features.
Important:
CDN (Route Point).
Event SIP-enabled Avaya Aura®

Make Call Yes
Hold Current Call Yes
Unhold Call Yes (Retrieve Call)
Drop Current Call (Release) Yes
Blind Transfer Call No
Initiate Supervised Transfer Yes

Complete Transfer Yes
Initiate Conference Call Yes (up to six parties on CS 1000)
Complete Conference Call Yes
Call Forward No
Cancel Call Forward No
Join Conference Yes
Deflect Calls No
Get Status Yes
Get Call Capabilities Yes
Get Data Yes
Delete Data Yes
Append Data Yes
Make Set Busy (Do Not Disturb) No
Get/Set UUI No
Send DTMF (for example, credit card number to IVR) Yes
Mute/Unmute Yes (on Contact Center calls only)
Consult Yes
Park/Unpark No
Message Waiting Indicator No
HER (Host Enhanced Routing) No
Answer Yes

Agent Login Yes
Agent Logout Yes
Set Ready Yes
Set Not Ready Yes
ACD Set Activity Code Yes
ACD Set Not Ready/Reason Code Yes
ACD Set After Call Work Item Code Yes
Communication Control Toolkit supported SIP functionality

Work Ready Key support No
Agent Whisper No
Observe call Yes
Set Call treatment Yes
Barge In Yes
Call Supervisor Yes
Emergency Key Yes
Redirect to another skillset No (must transfer to a CDN)
Return a call to the queue skillset that it came from No
Redirect to another skillset No
Return a call to the queue skillset that it came from No

Ringing Event Yes
Dialtone Event No
Busy Event No
Offering Event Yes
Ringback Event Yes
Inbound Connected Event Yes
Outbound Connected Event Yes
Connected Event Yes
Disconnected Event Yes
Held Event Yes
Unheld Event Yes
OnHold Pending Conference Event Yes
Onhold Pending Transfer Event Yes
Transferred Event Yes
Conference Event Yes
Initiated Transfer Event Yes
Initiated Conference Event Yes
Session Disconnect Event (includes shutdown) Yes
Device Forward Event No
Status Change Event Yes
Notice Message Waiting Event No

Notice No Message Waiting Event No
Agent Logged out Event Yes
Agent Logged in Event Yes
Agent Ready Event Yes
Agent Not Ready Event Yes
Agent Busy Event No
Agent Work Ready Event No
Activity Code Entered Yes
WalkAway Activated No
WalkAway Return No
Emergency Invoked No
Call Supervisor Invoked No

messages.
128 69.2
256 (default) 151.3
512 315.4
1024 643.6

10 35.6
20 51.2
30 66.8
40 82.4
50 98
60 113.6
70 129.2
80 144.8
90 160.4
100 176
500 800

is calculated as
Example
= 9 000 * 0.3 * 0.5 * 10
= 13500 MB

Server.
Warning:
Important:
Agent Desktop:
• IP Agent
• IP Softphone

Voice and Multimedia Contact Server with Avaya Aura® Media

Server antivirus software
This section describes the Voice and Multimedia Contact Server with Avaya Aura® Media Server
antivirus software requirements.
page 237.
Exclude the following files and folders from scans (both real-time and scheduled):
sub-directories)

source.
Warning:
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.
Chapter 29: Network Control Center server
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.
• Contact Center Manager Server (CCMS) (Network Control Center version)
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.

page 228.
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.
levels supported by Network Control Center.
Table 46: Network Control Center supported server specifications

AML

Due to the mission-critical, real-time processing that Avaya Aura® Contact Center applications
perform, you must not install any other application class software on the server. You can install
certain utility class software on the server, providing it conforms to the following guidelines, see
Generic guidelines for utility-class software applications on page 236.
Network Control Center server configuration requirements
Network Control Center server antivirus software

This section describes the Voice and Multimedia Contact Server antivirus software requirements.
page 237.
scheduled):
sub-directories)
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.
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.
Avaya Aura® Media Server on Linux configuration requirements
You can install Avaya Aura® Media Server software standalone on the following server
specifications.
Table 47: Avaya Aura® Media Server supported server specifications

Aura SIP No Yes Yes No No Yes No No No
Avaya No No Yes No No Yes No No No
Aura®
Media
Server in a
HA pair
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.

Due to the mission-critical, real-time processing that Avaya Aura® Contact Center applications
perform, you must not install any other application class software on the server. You can install
certain utility class software on the server, providing it conforms to the following guidelines, see
Generic guidelines for utility-class software applications on page 236.
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.
Chapter 31: Administration client
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:
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.
Client hardware requirements

The following table lists the hardware requirements for administration client.
This specification applies to the Supervisor Client PC but can also apply to computers that run
Agent Desktop Displays.
Table 48: Administration client hardware requirements
Hardware item Minimum requirements Additional information

CPU 1 Gigahertz (GHz) or faster CPU with Physical Address Extension (PAE),
support for PAE, NX, and SSE2 NX processor bit (NX), and
Streaming SIMD Extensions 2
Administration client configuration requirements

(SSE2) are features of the
processor.
Dual- and quad-CPU systems are
supported with or without
Hyperthreading enabled.
AMD processors of the same or
higher specification are also
supported.
RAM 1 Gigabyte (GB) (32-bit) or 2 GB (64-bit) Additional memory is required, if you
run other memory intensive
applications.
Hard disk space 60 GB 60 GB is recommended only to store
large reports.
Hard disk partitioning No specific partitioning requirements —
Hard disk speed 2.5 inch disk minimum speed: 10000 —
RPM
3.5 inch disk minimum speed: 7200
RPM
Floppy drive Not required If a floppy drive is installed, it must
be A.
DVD ROM Not required
Network interface One network interface card 100 Mb/s Ethernet or higher is
recommended.
Video card Microsoft DirectX 9 graphics device with 1024 x 768 pixels minimum
WDDM driver resolution
Keyboard One keyboard —
Mouse One mouse —
Client operating system requirements

The following table lists the operating system requirements for administration client computers.
Table 49: Administration client operating system requirements
Operating system International versions Minimum service pack

supported (See Note)
Windows 7 (32-bit and 64-bit) English
Windows 8.1 (32-bit and 64-bit) English
French (FR)
German (DE)

supported (See Note)
Italian (IT)
LA Spanish (ES)
Brazilian Portuguese (PT-BR)
Russian (RU)
Simplified Chinese (Zh-CN)
Traditional Chinese (Zh-TW)
Japanese (JA)
Korean (KO)
Windows 10 (32-bit and 64-bit) English
French (FR)
German (DE)
Italian (IT)
LA Spanish (ES)
Russian (RU)
Japanese (JA)
Korean (KO)
Windows Server 2012 R2 Standard and English
Data center
French (FR)
German (DE)
Italian (IT)
LA Spanish (ES)
Russian (RU)
Japanese (JA)
Korean (KO)
Dutch
Note:
The client operating system must be of the same language family as the associated server.
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.

This section describes the third-party software requirements for the administration client computer.
The following components are required on the administration client PC:
• Microsoft Internet Explorer 10.0 (32-bit version only), and 11.0 (32-bit version only).
Note:
You must run Internet Explorer in compatibility mode for Contact Center Manager
Administration and Communication Control Toolkit.
• Microsoft Excel 2007 or later (for Configuration Tool only)
Contact Center Manager Administration supports only the 32-bit version of Microsoft Internet
Explorer.
Administration Client Citrix support
Contact Center Manager Administration does not support Microsoft Edge.
Administration Client Citrix support

Both Contact Center Manager Administration (CCMA) and Agent Desktop Displays (ADD) are
supported in Citrix deployments. A Citrix server solution uses software to deliver on-demand
Windows applications to physical desktops. This allows client users to access and use programs
which are available on the Windows Server 2012 R2 operating system of the Citrix server.
Users access Contact Center Manager Administration through a Citrix client on their client
computer, connecting through an Internet Explorer browser that runs on the Citrix server. The
browser is available to users through a Citrix client on their client computer. In a client Citrix
deployment of CCMA, you must install ActiveX controls on the Citrix server.
On the CCMA server the Agent Desktop Displays folder is typically located in:
D:\Avaya\Contact Center\Manager Administration\Apps\ADD folder.
You must copy this folder onto the Citrix server and install the Agent Desktop Displays application
on the Citrix server. You must then configure your Citrix server to publish ADD as a published
application. On the Citrix server, select the users allowed to access the ADD published application.
For more information about Citrix application publishing, see your Citrix documentation.
Contact Center Manager Administration and Agent Desktop Displays are supported only with the
following versions of Citrix server:
• Citrix XenApp 6.0
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.
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.
Avaya Agent Desktop localized languages
Avaya Agent Desktop localized languages

Avaya Agent Desktop is supported in the following localized languages:
• English
• French
• German
• Italian
• LA Spanish
• Brazilian Portuguese
• Russian
• Simplified Chinese
• Traditional Chinese
• Japanese
• Korean
A single Avaya Aura® Contact Center solution, with the localization language patches installed,
supports all of the Agent Desktop localized languages. For example, a single English language
Voice and Multimedia Contact Server supports the English, Chinese, French, Korean, and Russian
language versions of Agent Desktop client software.
To support the localized Avaya Agent Desktop client software:
1. On each Agent Desktop client computer, configure the language locale setting.
2. Download the Agent Desktop software from the Avaya Aura® Contact Center server to each
client computer. The downloaded Agent Desktop package includes all of the supported
languages.
3. When the agent starts Agent Desktop on the client computer, the client computer’s language
locale setting determines which language Agent Desktop uses. For example, client
computers with a Korean language locale setting, use the Korean language version of Agent
Desktop, regardless of the Avaya Aura® Contact Center server language.
Install the localization language patches to enable the supported Agent Desktop localized
languages. The Avaya Aura® Contact Center language patches contain all supported languages.
Avaya Aura® Contact Center supports Agent Desktop client operating systems that use a different
language family to the Contact Center server.
Agent Desktop client requirements
Client hardware requirements

Agent Desktop requires TCP/IP network access back to the Contact Center Multimedia, Contact
Center Manager Administration, and Communication Control Toolkit servers— Avaya recommends
100 Mb/s connectivity.
The following table lists the hardware requirements for Agent Desktop.
Table 50: Agent Desktop client hardware requirements

CPU 1 Gigahertz (GHz) or faster CPU Physical Address Extension (PAE), NX
with support for PAE, NX, and processor bit (NX), and Streaming SIMD
SSE2 Extensions 2 (SSE2) are features of the
processor.
Dual- and quad-CPU systems are
supported with or without Hyper-Threading
enabled.
AMD processors of the same or higher
specification are also supported.
RAM 1 Gigabyte (GB) (32-bit) or 2 GB Additional memory is required, if you run
(64-bit) other memory intensive applications at the
same time as Agent Desktop.
Hard disk space 16 GB (32-bit) or 20 GB (64-bit) —
Hard disk partitioning No specific partitioning —
requirements
Hard disk speed 2.5 inch disk minimum speed: —
10000 RPM
3.5 inch disk minimum speed: 7200
RPM
Floppy drive Not required If a floppy drive is installed, it must be A.
DVD ROM Not required
Network interface One network interface card 100 Mb/s Ethernet or higher is
recommended.
Video card Microsoft DirectX 9 graphics device 1024 x 768 pixels minimum resolution
with WDDM driver
Keyboard One keyboard —
Mouse One mouse —

The following table lists the operating system requirements for the Avaya Agent Desktop client
computers.
Table 51: Avaya Agent Desktop client computer operating system requirements

supported
Microsoft Windows 7 (32-bit and English —
64-bit) Note 1
French
German
Italian
LA Spanish
Russian
Simplified Chinese
Traditional Chinese
Japanese
Korean
Microsoft Windows 8.1 (32-bit and English —
64-bit) Note 2
French
German
Italian
LA Spanish
Russian
Simplified Chinese
Traditional Chinese
Japanese
Korean
Microsoft Windows 10 (32-bit and English
64-bit) Note 2
French
German
Italian
LA Spanish

supported
Russian
Simplified Chinese
Traditional Chinese
Japanese
Korean
Note 1: If you are using Agent Desktop in My Computer mode on a client computer with the Microsoft
Windows 7 operating system, you must install Windows 7 Service Pack 1 or later.
Note 2: Windows 8.1 and Windows 10 environments do not support the My Computer mode in Agent
Desktop, since embedded phone operation is not supported in Windows 8.1 and Windows 10.

This section describes the third-party software requirements for Agent Desktop client computers.
Agent Desktop supports only Microsoft Internet Explorer 10.0 (32-bit version only), and 11.0 (32-bit
version only).
Agent Desktop does not support Microsoft Edge.
If you are using the Avaya Device Media Call Control (DMCC) Call Recorder in beep tone mode, a
simple call is displayed as a conference call on the agent phone, whereas Agent Desktop and
Contact Center Real Time Reporting report the call as a simple two party call.
Important:
If your contact center uses an Avaya Aura® Communication Manager, Agent Desktop client
computers do not support the following applications running concurrently with Agent Desktop:
• IP Agent
• IP Softphone
Center agents are configured for Multimedia contact types only, running Agent Desktop
concurrently with Avaya one-X® Agent on a client computer is supported.
Agent Desktop uses the .NET Framework v4.0, the Windows Installer 4.5 Redistributable, the
Microsoft Visual C++ 2005 SP1 Redistributable Package (x86), and the Microsoft Visual C++ 2008
Redistributable Package (x86). After you install these components, further client deployments are
through Microsoft Internet Explorer URL or SMS deployment.
Agent Desktop client network infrastructure requirements
Agent Desktop headset support

Where Agent Desktop is deployed with an Avaya Aura® Communication Manager, you can use
Agent Desktop in embedded soft phone mode. While using Agent Desktop in embedded soft phone
mode, you can perform telephony operations (for example, call answer or hold) using buttons on
certain third-party headsets. If you want to use third-party headsets to perform telephony operations,
you must install the required third-party software on the client computer and you must register the
headset interface dll. Avaya Aura® Contact Center includes an .msi file that performs this automatic
registration. This .msi file, AAADHeadsetSupport.msi, is available at http://support.avaya.com.
For more information on registering third-party headsets, see Avaya Aura® Contact Center
Installation.

Agent Desktop is a client application which communicates with several Avaya Aura® Contact Center
(AACC) servers. For optimal Agent Desktop operation, the underlying contact center network
infrastructure must provide adequate latency and bandwidth between the agent computer and the
Contact Center servers (including, if applicable, Instant Messaging/Presence provider servers).
This section provides a high-level overview of the data that is passed between Agent Desktop and
the Contact Center servers. It also sets out the recommended network values and likely impacts on
agents if these values are not met. This section also describes the performance of Agent Desktop in
varying Round Trip Time (RTT) and bandwidth environments.
Important:
Agent Desktop performance degrades as network Round Trip Time increases and network
bandwidth decreases.
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
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 used in VoIP or Softphone configuration

Where Agent Desktop is deployed with an Avaya Aura® Unified Communications platform, it can be
used as a soft phone to handle the voice media stream using Voice over IP (VoIP). To use Agent
Desktop as an embedded softphone, select “My Computer” mode on Agent Desktop at logon time.
In softphone mode, Agent Desktop telephony is controlled by Avaya Aura® Communication
Manager, so the network topology between Agent Desktop and CM must be provisioned as per
standard Avaya Aura® voice provisioning.
Packet Loss impacts on VoIP quality
When using Agent Desktop with an embedded softphone in Local Area Network (LAN) or Wide Area
Network (WAN) conditions, to maintain acceptable VoIP audio quality, Avaya recommends that
packet loss (or jitter) is 0.5% or less.
The following tables show how Packet Loss impacts on VoIP quality and RTT between the Agent
Desktop and the Communication Manager (CM) server.
Agent Desktop audio quality results at 5% jitter (E = Excellent; G = Good; F = Fair):
Packet Loss (%) Network Latency (RTT)
0 ms 50 ms 100 ms 150 ms
0.0 E E E E
0.5 E E E E
1.0 E E E E
1.5 G G G G
2.0 G G G G
Agent Desktop audio quality results at 10% jitter (E = Excellent; F = Fair; P = Poor):
Packet Loss (%) Network Latency (RTT)

0 ms 50 ms 100 ms 150 ms
0.0 E E F P
0.5 E E F P
1.0 E E F P
1.5 E E F P
2.0 E E F P
RTT impact on Multimedia Contacts

Contact Center Multimedia contacts are also affected by network latency. Agent Desktop downloads
Customer contacts from the CCMM server and displays their contents as soon as they are fully
retrieved.
The table below shows how varying RTTs affect multimedia contact display times – in this case,
email contacts – on Agent Desktop. The “Customer Details/Customer History Display” column
indicates how much time passes between the email being opened on Agent Desktop and the
additional context information being loaded and displayed. These sample times are for ideal
laboratory conditions.
RTT (ms) Email Display Customer Details/Customer History Display
1ms LAN 2 Seconds 0 Seconds
50ms 3 Seconds Additional 3 Seconds
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.
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.
Bandwidth impacts on Voice

If the agents are using a physical desk phone for voice or any other application which utilizes
network bandwidth, this needs to be factored into the engineering of the network to meet the
expected performance levels on Agent Desktop.
Where Agent Desktop is deployed with an Avaya Aura® Communication Manager, the Agent
Desktop can be used as an embedded soft phone, handling the voice media stream as well. In
softphone mode Agent Desktop communicates directly with Avaya Aura® Communication Manager,
so the network topology between Agent Desktop and CM must be provisioned as per standard Aura
voice provisioning.
Retrieve Customer History on voice contacts
The Agent Desktop Customer History feature enables agents to retrieve voice callers’ multimedia
Customer history, from the CCMM server, when a voice contact is accepted. Agent Desktop
Customer History is an optional feature which is enabled in the CCMM Administration tool. These
historical contacts can be of any multimedia contact type. Agent Desktop Customer History requires
adequate bandwidth to function and it must be included in your network bandwidth planning
calculations.
To calculate the impact of a voice callers’ multimedia Customer history on bandwidth, consider voice
contacts as an additional Multimedia contact type and add the number of voice contacts to your
multimedia calculation for bandwidth calculations.
Multimedia Contact bandwidth requirements
This section details the bandwidth requirement of Agent Desktop Customer History for the following
multimedia contact types:
• Email messages
• Fax messages
• Scanned Documents (SD)
• SMS text messages
• Outbound contacts
• Web Communications (WCs)
• Instant Messages (IMs)
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 )
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
Retrieve Customer History on Voice contacts

This optional feature enables Agent Desktop to retrieve voice callers’ multimedia Customer history
(containing up to 30 previous contacts), from the CCMM server, at the time a voice contact is
accepted. These historical contacts can be of any multimedia contact type. If this feature is
activated, the size of this history can be added to your network planning by considering voice as an
additional multimedia contact type and adding the number of voice contacts to your multimedia
calculation.
Instant Messaging (IM) and Web Communication (WC) network bandwidth calculation
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
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
Data transmitted: 3.2 Kb per skillset once a minute

Web Statistics bandwidth requirement: (3.2 Kb * avg_skills * N)/60
Agent Desktop downloads by agent
Agent Desktop is a smart client which is downloaded from the CCMM server over the network onto
each agent computer on initial install. On each software update (service pack or patch) the updated
Agent Desktop is re-downloaded onto each agent computer. The download size is approximately
90Mbytes. The download requirements of Agent Desktop must be considered when planning the
bandwidth requirements to remote agents.
Summary of total bandwidth requirements
You must sum up all the applicable bandwidth demands listed above to arrive at a minimum
bandwidth for the site. Calculate the cumulative bandwidth for all multimedia features.
Example One:
In this example contact center the Customer has 40 agents processing both voice and
multimedia contacts.
The maximum multimedia traffic rate in any one hour is 380 multimedia contacts.
The maximum voice rate in any one hour is 200 voice contacts.
The customer has enabled the Customer history feature to display multimedia history when
voice calls are received.
This customer is using IM, Presence and Web statistics. Agent are not using Pull Mode.
Example contact center data:
Nmax = 40
c = 380 multimedia contacts + 200 voice contacts = 580 per hour.
c = 580.
avg_contact_size = 10KBytes = 80Kb
avg_att_size = 0KBytes
Calculation:
As Nmax is less than 50, set F =10
The guidance on minimum bandwidth is therefore
nactive = 10 * 580 / 3600 = 1.61
BWMMmin = nactive * ( (avg_contact_size * 64) + 2000) + (avg_att_size * (att_rate_in%+

att_rate_out%)/100)
BWMMmin = 1.61 * ( (80 * 64) + 2000) + (0)
BWMMmin = 11463.2Kbps
11463.2Kbps / 1024 = 11.192Mbps
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.
Calculating Instant Messaging (IM) network bandwidth requirements:
c (Number of IM contacts per hour) = 200

avg_session_length (Average length in seconds of IM session) = 240
Data size: 50 Kbps per active IM contact
Network bandwidth requirement:

Bandwidth = (c * 50Kbps * avg_session_length)/ 3600
Bandwidth = (200 * 50Kbps * 240)/ 3600
Bandwidth = 666 Kbs = .67 Mbps
Bandwidth = 0.67 Mbps
Calculating Presence network bandwidth requirements:
N (Number of agents working on MM contacts) = 40

avg_pres (Average number of presence updates per user per hour) = 4000

Bandwidth = (N* 7Kb * avg_pres)/3600
Bandwidth = (40* 7Kb * 4000)/ 3600
Bandwidth = 311Kbps = .311 Mbps
CCMM Search network bandwidth requirements:
N (Number of agents running searches) = 40

avg_search (Average number of searches per hour) = 12

Bandwidth = (1280 * avg_search * N)/ 3600
Bandwidth = (1280 * 12 * 40)/ 3600
Bandwidth = 170 kbps
Web Statistics network bandwidth requirement:
N (Number of agents) = 40
avg_skills (Average number of skillsets per agent) = 25

Bandwidth = (3.2 Kb * avg_skills * N)/60
Bandwidth = 53Kbps = .053Mbps
Bandwidth = 0.053Mbps
Total multimedia minimum network bandwidth calculation:
To calculate the total minimum network bandwidth requirement for the example customer
site, add the bandwidth (BW) requirements for each multimedia feature used.
Feature Bandwidth required

Voice = As per standard Avaya provisioning
Multimedia = 11.19
IM = 00.67
Presence = 00.311
CCMM Search = 00.170
Web Statistics = 00.053
Total 12.4 Mbps + Voice BW + Third-party BW
The total minimum network bandwidth requirement for all the multimedia features on the example
customer site is 12.4 Mbps.
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.
Example contact center data:
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:
As Nmax is greater than 50, set F =3
The guidance on minimum bandwidth is therefore:
nactive = Roundup( F* C / 3600 )
nactive = 3 * 2000 / 3600 = 1.666
BWMMmin = nactive * ( (avg_contact_size * 64) + 2000) + (avg_att_size * (att_rate_in%+

att_rate_out%)/100)
BWMMmin = 1.666 * ( (160* 64) + 2000) + (800 * 0.2))
BWMMmin = 20658.4Kbps
20658.4Kbps / 1024 = 20.17Mbps
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.
Calculating Instant Messaging (IM) network bandwidth requirements:
c (Number of IM contacts per hour) = 500

avg_session_length (Average length in seconds of IM session) = 240
Data size: 50 Kbps per active IM contact

Bandwidth = (c * 50Kbps * avg_session_length)/ 3600
Bandwidth = (500 * 50Kbps * 240)/ 3600
Bandwidth = 1666.6 Kbs = 1.67 Mbps
Calculating Presence network bandwidth requirements:
N (Number of agents working on MM contacts) = 100

avg_pres (Average number of presence updates per user per hour) = 6000

Bandwidth = (N* 7Kb * avg_pres)/3600
Bandwidth = (100* 7Kb * 6000)/ 3600
Bandwidth = 1166.6Kbps = 1.17 Mbps
CCMM Search network bandwidth requirements:
N (Number of agents running searches) = 100

avg_search (Average number of searches per hour) = 12

Bandwidth = (1280 * avg_search * N)/ 3600
Bandwidth = (1280 * 12 * 100)/ 3600
Bandwidth = 426.6 Kbps
Web Statistics network bandwidth requirement:
N (Number of agents) = 100

avg_skills (Average number of skillsets per agent) = 50

Bandwidth = (3.2 Kb * 50 * 100)/60
Bandwidth = 266Kbps = .266Mbps
Bandwidth = 0.266Mbps
Total multimedia minimum network bandwidth calculation:
To calculate the total minimum network bandwidth requirement for the example customer
site, add the bandwidth (BW) requirements for each multimedia feature used.
Feature Bandwidth required

Voice = As per standard Avaya provisioning
Multimedia = 20.17
IM = 01.67
Presence = 01.17
CCMM Search = 00.427
Web Statistics = 00.266
Total = 23.703 Mbps + Voice BW + Third-party BW
Reference material:
Kb = kilobit
KB = kilobyte
Kbps = kilobit per second
Mb = megabit
Mbps = megabit per second
1Mb = 1024 Kb (and 1MB = 1024 KB)
VMware Horizon View VDI support

Avaya Agent Desktop supports agent desktop virtualization using VMware Horizon View. VMware
Horizon View is a Virtual Desktop Infrastructure (VDI) solution that provides centralized user and
virtual desktop management.
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.
Avaya Agent Desktop supports the following VDI infrastructure:
• VMware vCenter, Release 5.0 or later
• VMware Horizon View, Release 5.2 or later
• VMware Horizon View Client for Windows, Release 5.2 or later.
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.
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.
Client Citrix support

Agent Desktop is supported as a Citrix-published application. A Citrix server solution uses software
to deliver on-demand Windows applications to physical desktops. This allows client users (agents in
this case) to access and use programs which are available on the Windows Server 2012 R2
operating system of the Citrix server.
On the Contact Center Multimedia (CCMM) server the Avaya Agent Desktop MSI installer is located
in:
D:\Avaya\Contact Center\Multimedia Server\Agent Desktop\client folder.
Use this MSI package to install Agent Desktop on your Citrix server. Then configure your Citrix
server to publish Agent Desktop as a published application, accessed from this Agent Desktop
folder on the Citrix server. On the Citrix server select the users (agents) allowed to run the Agent
Desktop published application. For more information about Citrix application publishing, see your
Citrix documentation.
Avaya recommends that the Citrix server publishing Agent Desktop is located in the same Local
Area Network (LAN) as the CCMM server. If the Citrix server publishing Agent Desktop is not in the
same LAN as the CCMM server, then the Avaya Aura® Contact Center bandwidth, Round Trip Time,
and networking requirements apply. For more information about these networking requirements,
see;
• Agent Desktop client network infrastructure requirements on page 387
• Network setup on page 235
Agent Desktop is supported only with the following versions of Citrix server:
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.
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
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.
Web browser requirements

The Agent Browser application is hosted on the Internet Information Services (IIS) that is running on
the Contact Center server. Agents access the application through a web browser. The following
table lists the supported browsers.
Browser Versions supported Operation system
Microsoft Internet Explorer 11.0 • Windows 7
• Windows 8.1
• Windows 10
Microsoft Edge 20.10240 • Windows 10
Google Chrome 43.0.23 • Windows 7
• Windows 8.1
• Windows 10
• Android 4.4.2
• Android 5.0.1
• iOS 8.3
• OS X Yosemite 10.10.3
Contact Center Agent Browser application requirements
Browser Versions supported Operation system

Mozilla Firefox 38.0.5 • Windows 7
Important: • Windows 8.1

The Agent Browser • Windows 10
application does not support
using the “Search for text
when I start typing” feature in
Firefox.
Safari 8.0.5 • iOS 8.3
• OS X Yosemite 10.10.3
Chapter 34: Contact center email server
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,
Microsoft Exchange Server
Contact Center Multimedia supports the following versions of Microsoft Exchange Server,
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,
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 server requirements

Contact Center Multimedia uses the POP3 or IMAP/SMTP protocols to retrieve and send email. You
must enable these protocols on your mail server. Contact Center Multimedia can support SMTP
Authentication, POP3 or IMAP/SMTP over TLS, POP3 or IMAP/SMTP over STARTTLS, and the
use of nonstandard ports for these protocols.
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:
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.
Impact of an alias addresses on Contact Center Multimedia

Alias addresses are a useful pre-routing tool for email. Given the example in the previous section,
you can configure three email routing rules. Email messages arriving with an address
[email protected] can be routed to the skillset EM_ContactCenterSales. Email
messages arriving with the address [email protected] can be routed to the skillset
EM_MCSSales. If an email message arrives at the address [email protected], you cannot be
sure of its content (at least without further keyword searching); therefore, route it to a general skillset
such as EM_DefaultSales.
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].
Contact Center Multimedia and alias configuration

As an alias is only an alternative name for a mailbox, it is not polled. Therefore, Contact Center
Multimedia must be aware of all possible aliases to ensure powerful routing. Define an alias in the
same way as a physical mailbox. The only difference is you select Alias rather than Mail Store when
configuring the mailbox. This informs Contact Center Multimedia that this is an alias address and
there is no physical mailbox to poll. The email itself is retrieved from the physical mailbox with which
the alias is associated. When you define all the possible aliases (as well as the physical mailboxes)
in this list, the aliases become available to the Rules Wizard to selectively apply keyword searching,
including address matching and other criteria to make routing decisions.
For more information about defining an alias, see Avaya Aura® Contact Center Server
Administration.
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
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.
Chapter 35: Performance optimization
This section provides information about performance optimization.
Contact Center Manager Server services performance

impact
Contact Center Manager Server services Meridian Link Services (MLS) and Host Data Exchange
impact performance. This section describes the performance of these two services, for which many
contact centers require detailed information.
Host Data Exchange

The host data exchange (HDX) server enables the values of script variables to be sent to or
received from a third-party provider application.
• Third-party provider applications reside on a third-party host computer, and, therefore, are
often referred to as host applications.
• Avaya provides a provider application that can co-reside with Contact Center Manager Server.
The Database Integration Wizard (DIW) provides an easy-to-use tool for configuring and
customizing the Avaya provider application. (Using the Database Integration Wizard can result
in additional contact center subnet traffic.) For more information, see the Avaya Aura® Contact
Center Server Administration.
For example, a script can
• obtain a credit card number from a caller using IVR
• query the provider application using the HDX API to determine the account balance of the
caller
• use the account balance as a variable in the script
An API known as the service provider API enables a Contact Center Manager user to write custom
applications (provider applications) that register with the HDX server to handle back-end processing
for the script elements.
Contact Center Manager Server services performance impact
Two service elements can be invoked in the script:

• Send Info
• Send Request/Get Response
The Send Info command sends data to the provider application or the HDX server. The Send
Request/Get Response command sends information to and receives information from the provider
application. The Send Request/Get Response operation uses approximately twice as much CPU
resources as the Send Info operation.
On the Call Complexity input page, enter the average number of Send Info and Send Request/Get
Response commands issued for each call.
This is the average value taken over all incoming calls.
Example
Suppose that the call rate is 20 000 CPH during the peak hour. If 40 percent of incoming calls are
treated with the HDX service, and of these calls
• 20 percent use one Send Info command
• 20 percent use two Send Info commands
• 30 percent use one Send Info and one Send Request/Get Response command
• 30 percent use one Send Request/Get Response command
The average number of Send Info commands issued per incoming call is
0.4 x (0.2 + 0.2 x 2 + 0.3) = 0.36
The average number of Send Request/Get Response commands issued per incoming call is
0.4 x 0.3 x 2 = 0.24
Enter these values into the appropriate boxes on the Call Complexity property sheet.
Cautions
If the provider application runs on a slow platform, or if it runs on the same platform as other CPU-
intensive applications, the provider application might not be able to handle the Send Request
commands quickly enough. As a result, a high volume of messages can become queued in the HDX
server. If the queue reaches its size limit, the HDX server terminates the provider session. When
this situation occurs, the provider application receives a DXM_SERVER_SHUTDOWN message
from the API.
A DXM_SERVER_SHUTDOWN message means either of the following:
• The session is terminated because the provider application is too slow to respond.
• Communication is down because the HDX server is terminated.
If the provider application is too slow, either reduce the incoming Contact Center Manager Server
call rate or run the provider application alone on a faster computer.
Performance optimization
Guidelines to minimize capacity requirements

The engineering models used to calculate the capacity requirements of your contact center assume
that you follow certain guidelines to minimize the load on your server. These guidelines apply to
both stand-alone and co-resident servers.
Steady state operation

Steady state refers to an operational state in which average values of the capacity parameters do
not change with time. For example, CPU usage can vary widely; however, if you examine the
average values of CPU usage measured at consecutive intervals of 20 minutes, during a period of
steady state operation, these average values are approximately the same.
Guidelines for steady state operation

To ensure trouble-free operation of the server, adhere to the following guidelines for steady state
operation:
• Processor CPU—Average CPU usage for any interval of 20 minutes during the peak hour
under steady state operation must not exceed 50 percent.
• Server RAM memory—Average pages per second (found in the Memory Object of the
Performance Monitor) for any interval of 20 minutes during the peak hour under steady state
operation must not exceed five.
• Server virtual memory—Committed Bytes (found in the Memory Object of the Performance
Monitor) must not exceed 90 percent of the Commit Limit (also found in the Memory Object of
the Performance Monitor).
• Physical and virtual memory—The Microsoft recommendations for physical RAM and virtual
memory sizing must be adhered to for optimal performance.
Guidelines for non-steady state operation

A number of non-steady state processes can impact the steady state call processing activity of the
server. To minimize their impact, Avaya recommends a number of restrictions:
• All non-steady state processes
- Run only one non-steady state process at any given time.
- Do not run other applications between 12:00 midnight and 12:30 a.m. During this time, the
Historical Data Manager (HDM) service performs data consolidation for monthly, weekly,
and daily data. CPU usage for this activity is high.
• Activation of the Master script
- Do not activate the Master script during a busy period.
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.
Contact Center Manager Administration performance

This section describes performance impacts to Contact Center Manager Administration server.
Contact Center Manager Administration contact center server

network impact
The network impact from Contact Center Manager Administration on the contact center LAN or
WAN can be divided into two parts:
• RSM multicast data sent from Contact Center Manager Server to Contact Center Manager
Administration.
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.
Contact Center Manager Administration client performance
NCRTD unicast characterization

The inputs required to characterize unicast traffic are the same as those for multicast traffic, with the
following additional input: number of unicast connections for each type of statistic (Agent,
Application, Skillset, Nodal, IVR, and Route). A separate unicast data stream is required for each
unique unicast display on each client. The number of possible unique displays for each client is 12—
six for Moving Window statistics and six for Interval-to-date statistics. If more than one identical
display for a particular statistic type is required on a given client, then only one unicast stream is
sent for both.
For example, if two Agent/Moving Window displays are opened by the same client, only one Agent/
Moving Window data stream is sent. However, if another client PC opens an Agent/Moving Window
data stream, a new unicast stream is sent from the server. Two identical streams are open at this
point.
Each RTD adds a number of bytes to each update packet in the unicast stream. The following table
details the number of bytes that each RTD adds, depending on the RTD type.
RTD type Number of bytes
Application 162
Skillset 190
Agent 63
IVR 44
Nodal 24
Route 13
Contact Center Manager Administration client

performance
The following section describes performance impacts to Contact Center Manager Administration
client.
Contact Center Manager Client CPU impact

The real-time displays have the largest impact on CPU performance on Contact Center Manager
Client. The input parameters used to calculate Contact Center Manager Client CPU requirements
are:
• the refresh rate (assumed identical for each display)
• the number of lines displayed (overall displays, including fixed header rows)
Contact Center Manager Administration CPU load

reduction
There are several ways to reduce CPU load on the Contact Center Manager Administration server
and client.
Contact Center Manager Administration server

To minimize CPU load, make the following adjustments in Contact Center Manager Administration:
• Reduce real-time display refresh rates.
• Stagger scheduled historical reports so that they are not scheduled to run at the same time.
• Schedule large reports to run at off-peak hours.
• Schedule antivirus scanning to occur at off-peak hours.
• Perform backup and restore procedures at off-peak hours.
• Schedule skillset assignments to run at different times, and not all at the same time. For
example, for skillset assignments needed by 09:00, schedule the assignments to run between
08:50 and 09:00 at 2-minute intervals.
Contact Center Manager Administration client

To minimize CPU load, make the following adjustments in Contact Center Manager Administration
client:
• Reduce real-time display refresh rates.
• Configure the client to display less data by using data partitioning and filtering.
If the parameters are exceeded, you can use more than one Contact Center Manager
Administration, and you can split Contact Center Manager Administration users across the multiple
Contact Center Manager Administration servers.
Contact Center Multimedia customer contact ratio

The customer to contact ratio in Contact Center Multimedia (CCMM) must not exceed a ratio of
1:100 (or 1 customer record per 100 contacts). To avoid exceeding the ratio, whenever possible,
each contact must generate a new customer record. Email manager creates a new customer record
automatically when a unique from address is found. The ratio allows sufficient scope for multiple
threads of conversation with a single customer (where agent and customer exchange a number of
email messages).
Contact Center Multimedia bandwidth recommendations
Contacts in CCMM are generated from a variety of sources:

• standard email messages
• Web chat
• external websites using the Customer Interfaces Web services
• document imaging servers
• SMS/Fax gateways that generate email traffic
When a contact is generated in CCMM, a customer record is created to capture details of the
sender and capture the details of the service request. You must ensure that each new sender is
unique where possible to ensure correct threading of contacts and efficient system operation.
It is critical that you do not define a single sender (e.g. fax mailbox) for all contacts. This leads to an
unsustainable ratio of customers to contacts in the CCMM database. The SMS/Fax gateway or
other sending application must use the From address of each email message placed in the mailbox
so that it identifies the originator of the email message, rather than an address that represents the
gateway machine.
Example: An SMS or Fax from [email protected] instead of
[email protected] must be recorded under [email protected] to
reduce the customer to contact ratio. Reducing the customer to contact ratio ensures logical
threading of customer messages at the agent desktop as well as efficient system operation.
This consideration applies to all types of contacts: Web chat / callback requests must also create
unique customer records rather than converging all requests on a single customer record.
Contact Center Multimedia bandwidth recommendations

Avaya recommends that the average contact center subnet usage not exceed 30 percent of the total
bandwidth. This includes all the traffic (even customer traffic).
The email servers can be remote, but, if they are, the latency and bandwidth of the connection to
these servers result in slower throughput of the overall system.
Communication Control Toolkit guidelines to minimize

capacity requirements
The engineering models used to calculate the capacity requirements of your contact center assume
that you follow certain guidelines to minimize the load on your server.
Steady state operation

Steady state refers to an operational state in which average values of the capacity parameters do
not change with time. For example, CPU usage can vary widely at different consecutive time
intervals; however, if you examine the average values of CPU usage taken over consecutive 20-
minute intervals, during a period of steady state operation, these average values are approximately
the same.
Guidelines for steady state operation

To ensure trouble-free operation of the server, adhere to the following guidelines for steady state
operation:
• Processor CPU—Average CPU usage over an interval of 20 minutes during the peak hour
under steady state operation must not exceed 70 percent.
• Server RAM memory—Average pages per second (found in the Memory Object of the
Performance Monitor) over an interval of 20 minutes during the peak hour under steady state
operation must not exceed 5.
• Server virtual memory—Committed Bytes (found in the Memory Object of the Performance
Monitor) must not exceed 90 percent of the Commit Limit (also found in the Memory Object of
the Performance Monitor).
• Physical and virtual memory—For optimal performance, you must adhere to the Microsoft
recommendations for physical RAM and virtual memory sizing.
Guidelines for non-steady state operations

Non-steady state processes can impact the steady state call processing activity of the server. To
minimize their impact, Avaya recommends a number of restrictions:
• Database backup
Perform database backups during off-peak hours.
• Checking files for viruses
Perform this activity during off-peak hours.
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.
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.
Table 52: Network traffic statistics
Scenario Rx by server Tx by server Total (bytes)

(bytes) (bytes)
Connect to the CCT server (does not 8227 7090 15 317
include traffic required to perform user
authentication)
Disconnect from the CCT server 1629 1243 2872
Answer and drop an incoming call 4171 7324 11 495
Make and drop an outgoing call 4332 6726 11 058
Part 5: Security
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.
Contact Center server security

The system handles security based on whether you work with a stand-alone server or a network
configuration.
Stand-alone server security

Regularly perform the following tasks to protect your Contact Center servers:
• Update Microsoft operating system updates on a timely basis.
• Limit administrative access to the database containing the CTI data store to specific
administrative Windows user accounts.
• Ensure all services providing a network interface (such as the CTI service provider) run using
either the Windows Network Service account or another privileged account. The Windows
Network Service account is a built-in account with a security context that provides the least
privileges required to run a typical network service.
• Disable all nonessential network services.
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.
Security
Interface Network security mechanism

AML No specific network security mechanism is used. Because it is a
proprietary protocol, exposure is limited as it runs over the ELAN
subnet.
Secure TLS communications in Contact Center

Contact Center includes a number of services that you can secure by using the HTTPS protocol. By
default, Contact Center installs commonly used Web Services with security enabled. Contact Center
also includes a default certificate store with a server certificate and a root certificate.
You must have a good understanding of HTTPS security to plan and configure Contact Center. For
an overview of HTTPS security and associated terminology, see HTTPS and Transport Layer
Security basics on page 420.
HTTPS and Transport Layer Security basics

HTTPS is a secure protocol for Web communications. HTTPS provides both authentication of the
Web server, and encryption of communications between the server and the client in both directions.
HTTPS uses connections encrypted by the Transport Layer Security (TLS) protocol, a newer
version of the Secure Sockets Layer (SSL) protocol.
When a client initiates a secure connection with a server using TLS, the server returns its public
cryptographic key in a server certificate. To ensure the integrity of the server certificate, it must be
signed by a third party, called a Certificate Authority (CA). The client must have a root certificate
from the CA that provided the signed server certificate. If the client has a matching root certificate it
can trust the server certificate, so it completes the connection and secure communication is
established.
Encryption levels and SSL
Contact Center supports both the SHA1 and SHA2 cryptographic hash functions, with key sizes of
either 1024 or 2048. However, the SHA1 hash function and the 1024 key size do not provide the
current industry-recommended level of encryption. Contact Center supports SHA1 and a 1024 key
size only to provide backward compatibility.
Avaya recommends that you use only SHA2 and 2048, and these are the default values for new
certificate stores.
Secure Sockets Layer (SSL) also is obsolete, having a number of known weaknesses. Contact
Center now uses only Transport Layer Security (TLS) for secure communications. Note that TLS is
an extension of the older SSL protocol, and the industry frequently accepts and uses the term ‘SSL’
to refer to TLS.
Server certificate
The server certificate, sometimes called a signed certificate or an identity certificate, is the certificate
that the server sends to a client that requests a secure service (HTTPS). The server certificate
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.
Contact Center certificate store

Contact Center includes a certificate store to enable secure communications over Transport Layer
Security (TLS), both between Contact Center applications and with external clients or third party
applications. The default Contact Center certificate store includes a default server certificate and
root certificate. Avaya provides these certificates only for testing Contact Center: to use security in
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
Certificate store Applications Services that use this Managed by

store
Agent Desktop
Agent Browser
application
Agent Greeting
Multimedia Services
Orchestration Designer
Outbound Campaign
Management Tool
Contact Center Web
Services
CMF certificate store CCMS, CCT CCT Open Interfaces CCMS Server
Configuration or CCT
CCMS Open Interfaces
Server Configuration
(WS Open Interfaces)
Open Queue
Landing pads
® ®
Avaya Aura MS Avaya Aura MS Avaya Aura® MS SOAP Avaya Aura® MS
certificate store service Element Manager
Avaya Aura® MS SIP
services
Element Manager
Contact Center services that can use TLS security

The following table lists all the Contact Center services that must be secure, or can be secure,
showing those that require manual input and management by the customer.
Contact Center PABX type Always secure, Secure by Security Security
Service uses CC default, optional, optional, uses
Certificate managed by CC managed by CMF certificate
Manager Certificate Certificate store
Manager Manager
AES CTI UC only Y
connection
Agent Browser UC only Y
application
Agent Desktop UC and Y
CS1000
Agent Greeting UC only Y
recorder
CCMA UC and Y
Administration CS1000
Security
Contact Center PABX type Always secure, Secure by Security Security

Service uses CC default, optional, optional, uses
Certificate managed by CC managed by CMF certificate
Manager Certificate Certificate store
Manager Manager
CCMM UC and Y
Orchestration UC and Y
Designer CS1000
Outbound UC and Y
Campaign CS1000
Management
Tool
Contact Center UC and Y
Web Services CS1000
CCT Web UC and Y
Secure Real UC only Y
Time Transport
on voice
segments
CCT Open UC and Y
Interfaces CS1000
CCMS Open UC and Y
Interfaces (WS CS1000
Open
Interfaces)
• 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.
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.
Contact Center Certificate Manager

Contact Center includes a number of services that you can secure by using the HTTPS protocol. By
default, Contact Center installs commonly used Web Services with security enabled. Contact Center
also includes a default certificate store with a server certificate and a root certificate.
Contact Center Certificate Manager provides an interface for managing the security certificates in
the Contact Center certificate store and the IIS certificate store. Contact Center supports the
management of the IIS certificate store only through Certificate Manager: do not use IIS functions to
manage the IIS certificate store on a Contact Center server.
Server certificates
Each certificate store must have a server certificate signed by a CA, and a root certificate from the
same CA. In Contact Center, you can use the same server certificate in all the certificate stores on a
single server. You can also generate different server certificates for each certificate store on a single
server. You cannot use the same server certificate on two different servers.
Certificate Authority root certificates
When a client initiates a secure connection with a server, it must have a root certificate from the CA
that provided the signed server certificate. If the client does not have a matching root certificate, it
does not complete the connection. If the client has a root certificate from a given CA, it can trust any
server certificate signed by that CA.
Avaya recommends that you use a single CA to sign all the certificates in your contact center. This
simplifies the deployment process, because you need to distribute only a single root certificate to all
the clients.
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.
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.
Multimedia Contact Server deployments with TLS security

Where you are deploying Contact Center to use both a Voice Contact Server and a Multimedia
Contact Server, you must configure security on both servers. The Multimedia Contact Server must
have a unique server certificate: you cannot use the same server certificate on different Contact
Center servers.
TLS security in a High Availability environment

If you implement High availability, Contact Center clients and servers must be able to communicate
with the active contact center server and the managed name of the HA server pair.
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.
TLS security in a Proactive Outreach Manager integration

Proactive Outreach Manager (POM) Release 3.0.1 does not support integration with Contact Center
when Web Services security is turned on. If your contact center integrates with POM for outbound
contacts, you must upgrade POM to Release 3.0.2 before turning on Web Services security.
Migrating secured Contact Center systems

If you migrate to a Multimedia server type from an unsecured Release 7.0 Multimedia server type,
from an Avaya NES R6.x or R7.x Multimedia server, or AACC R6.x Multimedia server type, then you
must turn off Web Services security before restoring the old CCMM database. This applies to the
following Release 7.0 server types:
• Voice and Multimedia Contact Server with Avaya Aura Media Server
• Voice and Multimedia Contact Server without Avaya Aura Media Server
You can commission Web services security after the migration.
Contact Center Certificate store notifications

Security certificates contain an expiration date and they are not valid after this date. If the security
certificates used by Contact Center expire, the contact center loses call control and stops
functioning.
Certificate Manager provides a certificate store inspection utility to help you monitor and maintain
valid security certificates. You can use Certificate Manager to schedule a certificate store inspection
task. Certificate Manager adds the scheduled task to the underlying Windows Task Scheduler. The
scheduled task runs the certificate store inspection utility once a week. The inspection utility checks
the status of the security certificates in the Contact Center certificate store. If any of the security
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.

Avaya Security Advisories are posted on the Avaya Security Support website at https://
support.avaya.com/security. From the Avaya Support website, you can register to receive email
notifications of Avaya Security Advisories.
The amount of time it takes to receive an Avaya Security Advisory varies depending on the
vulnerability classification of the advisory. For more information about vulnerability classifications,
responses, and maintenance policies, refer to the following documents:
• Avaya's Product Security Vulnerability Response Policy
• Avaya's Security Vulnerability Classification
• Avaya's Maintenance Contract Requirements for Product Support
• Avaya Product Security Support Flow
Secure Access Link feature

Avaya Aura® Contact Center supports Avaya Secure Access Link (SAL). SAL is a remote-access
architecture that provides simplified network management and increased support options for greater
security, reliability and flexibility. SAL gives you complete control of when and how Avaya, or any
other service partner, can access your equipment. You can take advantage of channel-neutral
support by enabling self-service, Avaya, and/or business-partner support of your networks. For more
information about Avaya Secure Access Link, see http://support.avaya.com.
Security
Secure RTP in Contact Center

Avaya Aura® Contact Center (AACC) supports implementing Secure Real-Time Transport Protocol
(SRTP) for voice contacts within the contact center.
Secure Real-Time Transport Protocol (SRTP) is an extension to the Real-time Transport Protocol
(RTP) to support secure real-time communications. The primary use of SRTP is to encrypt and
authenticate voice over IP (VOIP) on the network.
The use of SRTP depends on implementing Transport Layer Security (TLS) to securely exchange
SRTP encryption keys between VOIP endpoints. For effective implementation of SRTP, all legs of
the VOIP communication must implement TLS. If a link does not implement TLS, then the SRTP
keys in the SIP INVITE become visible, compromising the security of the SRTP stream. TLS
implementation is on a link by link basis: for example the TLS link between an agent phone and
Communication Manager is different to the TLS link between Communication Manager and Avaya
Aura® Media Server, even though both are supporting the same real-time voice stream. Therefore it
is possible that an SRTP session can start in a situation where one of the links does not have TLS:
this allows for the potential tapping of the session on the unsecured link.
Important:
While TLS secures the keys on the network link, the AACC logs store all SIP messaging. As a
result, SRTP keys are visible to anyone with access to the AACC logs. However, if the AACC
server is not sufficiently secure to protect the log files, then the overall security policy has a
significant flaw. It is important to note that SRTP keys change for each new voice call, even if
the endpoints are the same. Therefore, any SRTP keys recovered from logs are useful for
snooping only for the duration of the voice call.
Implementing SRTP provides encryption and authentication to the voice streams, but does not
provide any security beyond that. It is important to recognize that securing voice streams is not the
same as having a secure contact center.
All the servers and endpoints implementing SRTP must have certificates from same Certificate
Authority (CA). You can use the Contact Center default certificates, but Avaya recommends this
only for testing, because the AACC default certificate is a widely available certificate.
Important:
AACC does not support SRTP for SIP call recording by Avaya Contact Recorder (ACR). DMCC
call recording through an interface directly to the Communication Manager does support SRTP.
Important:
Implementing SRTP for Contact Center provides security only for the legs of the call within the
Contact Center solution. It does not, for example, secure the leg of the call between the
customer telephone and the contact center PABX.
Implementation considerations
Before implementing SRTP in Contact Center, you must have TLS on the following links:
• Communication Manager to Session Manager
• Agent telephones to Communication Manager
• Session Manager to Contact Center
• Contact Center to Application Enablement Services
Secure communications for third-party or custom applications
• Contact Center to Avaya Aura® Media Server

To provide SRTP for routed Contact Center voice calls, you must configure SRTP on the following
links:
• Agent telephones to Communication Manager
• Agent telephones to Avaya Aura® Media Server
• DMCC interface from Communication Manager to Avaya Contact Recorder (if used)
Note:
Supported agent telephones include H.323 phones, SIP phones, and the Avaya Agent Desktop
embedded softphone. If your Contact Center agents use the Agent Desktop embedded
softphone, you must configure the Media Encryption settings on the Group Policy administrative
template. For more information, see Deploying Avaya Aura® Contact Center DVD for Avaya
Aura® Unified Communications.
Secure communications for third-party or custom

applications
Avaya Aura® Contact Center supports Transport Layer Security (TLS) for use in secure
communications. Contact Center does not support Secure Sockets Layer (SSL). Third-party or
custom applications connecting securely to Contact Center must support TLS 1.0 or later.
Before migrating from a previous Release, check third-party or custom applications that connected
securely to Contact Center, to ensure that these applications support TLS.
Contact Center Manager Server port requirements

Contact Center Manager Server uses ports for communication between its own components. Most
ports do not have implications for external network components like firewalls; however some ports
might be used externally and therefore can affect an external firewall. In particular, port 10000 is a
hard-coded port used to enable interoperability between Contact Center applications and external
third-party applications (applications developed using the Real-Time Data (RTD) API).
No third-party application installed on Contact Center Manager Server can use the ports listed in the
following table as it can cause the Contact Center Manager Server application to malfunction.
The following table shows the ports that Contact Center Manager Server uses.
Security
Table 53: Contact Center Manager Server port usage
CCMS port number Functionality

445 TCP port used Windows File and Printer Sharing for Microsoft Networks.
Required when copying data between active and standby servers using
Windows File Sharing.
1550 HDX CAPI
1972 Caché database, and Caché shadowing
3389 Remote Desktop Connection for support
3998 License Manager destination port—This is the first of 10 consecutive ports
required for license management.
3999–4007 License Manager client source port
4422 HDX NameService
5060–5061 SIP Proxy
5080 SIP – Agent Greeting
5081 SIPS – Agent Greeting
8444 Local WebLM Port
8081 HTTP – Agent Greeting
8445 (HTTPS) for Agent Greeting recorder web application on Tomcat
9070-9073 Web Services Open Interfaces
9086 CC Web Statistics
9089 Avaya Aura® Experience Portal Basic Ports application
9100 XMPP Web Service Server Port
9120 XMPP Web Service Client Port
10000 Hardcoded Toolkit Name Service
10001–10082 Networking
10038 NCP_CHANNEL—This channel is used to communicate between the NCP of
one node to the NCP of another node. The NCP on one node sends sanity
messages to the other node through this port.
10039 ASM_CHANNEL—Different modules like NCP and TFE send messages to
ASM through this channel.
10040 NCP_ASM_CHANNEL—ASM uses this channel to send messages to NCP.
10060 ASM_Service—The ASM service runs on this port. The Service Control
Manager can send messages such as START, STOP, and RESTART to the
ASM service through this port.
10062 NCP_Service—The NCP service runs on this port. The Service Control
Manager can send messages such as START, STOP, and RESTART to
NCP on this port.
12668–12670 TraceControl
57012 System Management and Monitoring Component (SMMC) system tray. Used
by the High Availability feature.
Contact Center Manager Administration port requirements
Contact Center Manager Administration port requirements

The following table shows the ports that Contact Center Manager Administration uses.
Table 54: Contact Center Manager Administration port usage
CCMA port number Functionality

TCP 80 For Internet Explorer communication.
TCP 443 For secure HTTP communication (only applicable if TLS is enabled for secure
Internet Information Services (IIS) communication).
TCP Port 445 Windows File and Printer Sharing for Microsoft Networks. Required when
copying data between active and standby servers using Windows File Sharing.
TCP Port 3389 For remote desktop connection.
TCP Port 25 (SMTP) For the Historical Reporting component to send email notifications when
reports are printed and saved.
TCP Port 8200 For the Emergency Help component on the client PC.
UDP ports 6020, 6030, For CCMA to receive IP multicasting data from CCMS (needed for Real-Time
6040, 6050, 6060, 6070, Reporting and Agent Desktop Displays).
6080, 6090, 6100, 6110,
6120, 6130
UDP ports 7 020, 7030, For the CCMA server to send IP multicasting data to client PCs (needed for
7040, 7050, 7060, 7070, Real-Time Reporting and Agent Desktop Displays).
7080, 7090, 7100, 7110,
7120, 7130
UDP ports 7025, 7035, For the CCMA server to send IP unicast data to client PCs. This is an optional
7045, 7055, 7065, 7075, method of sending the data required for Real-Time Reporting. If you do not
7085, 7095, 7105, 7115, use the multicast method, then you must configure the unicast option. You can
7125, 7135, 7140, 7150, also use a combination of the two methods.
7145 and 7155
TCP Port 10000 Used by the Nameservice process on the CCMA server (nbnmsrvc.exe). It
permits communication between the CCMA server and the server in Contact
Center Manager Server.
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
Security
Contact Center Multimedia port requirements

The following table lists the configurable Multimedia ports.
Table 55: Contact Center Multimedia ports
Port Host Client Network interface Functionality

1972 Contact Center Contact Center Contact Center Port opened on
Multimedia Manager Multimedia Caché database for
Administration database reporting. Caché
Server database, and
Caché shadowing
in High Availability
solutions.
445 Windows File and Windows File and Windows File and Windows File and
Printer Sharing for Printer Sharing for Printer Sharing for Printer Sharing for
Microsoft Networks. Microsoft Networks. Microsoft Networks. Microsoft Networks.
Required when
copying data
between active and
standby servers
using Windows File
Sharing.
110 Email server Email Manager Email server POP3 Receiving email
143 Email server Email Manager Email server IMAP Receiving email
995 Email server Email Manager POP3 over TLS Receiving secure
(optional) email (optional)
993 Email server Email Manager IMAP over TLS Receiving secure
110 Email server Email Manager POP3 over Receiving secure
STARTTLS email (optional)
(optional)
143 Email server Email Manager IMAP over Receiving secure
STARTTLS email (optional)
(optional)
25 Email server Email Manager SMTP Sending email
25 Email server Email Manager SMTP over TLS Sending secure
80 Contact Center Any Web services SOAP protocol Accessing http Web
Multimedia Server client (Agent services
Desktop, OCMT,
and third-party Web
services)
29373 Communication Agent Desktop Communication Remote access
Control Toolkit Control Toolkit from clients to
Server Communication
Communication Control Toolkit port requirements
Port Host Client Network interface Functionality

Control Toolkit
server (for Agent
Desktop
application)
57012 System System System High Availability
Management and Management and Management and
Monitoring Monitoring Monitoring
Component Component Component
(SMMC) system (SMMC) system (SMMC) system
tray tray tray
Communication Control Toolkit port requirements

The following table shows the port numbers required for Communication Control Toolkit (CCT).
Table 56: Communication Control Toolkit port usage
CCT port number Functionality

445 Windows File and Printer Sharing for Microsoft Networks. Required when
copying data between active and standby servers using Windows File
Sharing.
1972 Caché database, and Caché shadowing High Availability solutions.
3000 For TAPI switch connection through MLS (CCMS server). This port is
required for the contact center subnet.
3998 License Manager (LM) destination port, which is the first of 10 consecutive
ports required for license management.
3999 - 4007 LM client source ports.
5000 To connect to the server in CCMS.
8081 Change to "Default HTTP port of the Apache Tomcat Server which hosts the
CCT Web Administration.
8085 For CCT services to access the CCT database.
8098 For the Contact Management Framework on the CCT server.
8099 For the Contact Management Framework on the CCT server.
8087 For CCT CMF component.
8445 Default HTTPS port of the Apache Tomcat Server which hosts the CCT Web
Administration.
9000 For CCT WebAdmin component.
9010 For CCT CMF component.
9080–9083 CCT WebServices
11110 Used by the CCT Server service for the CMF Web Service - Callback port.
Security
CCT port number Functionality

11111 Used by the CCT Server service for the CMF Web Service - Web server port.
29373 Listens for requests from CCT client applications.
29374 Data Access Layer Service listens for requests from CCT Remote
Administration Console.
57012 System Management and Monitoring Component (SMMC) system tray. Used
by the High Availability feature.
Avaya Aura® Media Server port requirements

The following table shows the port numbers required for Avaya Aura® Media Server on Windows
Server 2012 R2.
Table 57: Avaya Aura® Media Server port usage–Windows Server 2012 R2
Port Type Permit in TCP Description

Filter
1027 TCP Yes License Server
1028 TCP No System Monitor mchb
3306 TCP Yes MySQL
3389 TCP Yes Remote Desktop
3867 SCTP No Diameter over SCTP
3868 TCP No Diameter over TCP
3869 TCP No Diameter over TLS
4001 TCP No IvrMP MSLink
4004 TCP No Sip UA MSLink
4005 TCP No Resource Manager ExtSess
4014 TCP No SIP UA cmd i/f
4015 TCP No Resource Manager and i/f
5070 TCP Yes SIP over TCP
5070 UDP No SIP over UDP
5071 TCP Yes SIP over TLS
7080 TCP No ConfMP MSLink
7150 TCP Yes (HTTP) for Web UserAgent
7151 TCP Yes (HTTPS) for Web UserAgent
7410 TCP Yes SoapServer
7411 TCP Yes SoapServer TLS
11004 TCP No DiamC MSLink
Avaya Aura® Media Server port requirements

Filter
11014 TCP No DiamC cmd i/f
19899 TCP Yes Resource Manager CPLink
19999 TCP Yes IvrMP ssdata
20005 TCP Yes CStore MSLink
20007 TCP Yes CStore RTFT
20009 TCP Yes IvrMP RTFT
20011 TCP No Resource Manager IPC
21000 TCP No Voice XML Interpreter IPC
The following table shows the port numbers required for Avaya Aura® Media Server on Linux.
Table 58: Avaya Aura® Media Server port usage–Linux

Filter
1027 TCP Yes License Server
1028 TCP No System Monitor mchb
3306 TCP Yes MySQL
3867 SCTP No Diameter over SCTP
3868 TCP No Diameter over TCP
3869 TCP No Diameter over TLS
4001 TCP No IvrMP MSLink
4004 TCP No Sip UA MSLink
4005 TCP No Resource Manager ExtSess
4014 TCP No SIP UA cmd i/f
4015 TCP No Resource Manager cmd i/f
5060 TCP Yes SIP over TCP
5060 UDP No SIP over UDP
5061 TCP Yes SIP over TLS
7080 TCP No ConfMP MSLink
7150 TCP Yes (HTTP) for Web UserAgent
7151 TCP Yes (HTTPS) for Web UserAgent
7410 TCP Yes SoapServer
7411 TCP Yes SoapServer TLS
8080 TCP Yes EM HTTP
8443 TCP Yes EM HTTP(s)
11004 TCP No DiamC MSLink
Security

Filter
11014 TCP No DiamC cmd i/f
19899 TCP Yes Resource Manager CPLink
19999 TCP Yes IvrMP ssdata
20005 TCP Yes CStore MSLink
20007 TCP Yes CStore RTFT
20009 TCP Yes IvrMP RTFT
20011 TCP No Resource Manager IPC
21000 TCP No Voice XML Interpreter IPC
UDP Port Range is required for media processing. All starting UDP ports are configurable.
Table 59: Required UDP Port Range
Operating System UDP Port Range

Windows Server 2012 R2 20000 to 45499
Linux 6000 to 32599
Agent Desktop network ports

Agent Desktop uses the following network ports to communicate with the other Contact Center
applications and servers.
Feature Server Port number
HTTP (Web services) CCMM 80
HTTPS (Web services) CCMM 443 (if TLS is enabled on the CCMM
server)
CCT CCT 29373
Web Reporting P2P IMs CCMS 7081
Voice History CCMS 57772
Aura Presence Aura Presence Server 5222 (fixed, jabber protocol)
Web Statistics CCMS 9086
Spark – embedded phone Communication Manager 6225 – 65535 range
Avaya Aura® Presence Services port requirements

The following table shows the port numbers required for Avaya Aura® Presence Services.
Avaya Aura® Presence Services port requirements
Table 60: Presence Services server port usage

Filter
5222 XMPP Yes Presence Services uses this port to communicate with
all XMPP endpoints, including the Contact Center
servers, customer-facing servers, and agent desktops.
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
Index
CCMM outgoing email ....................................................... 406 contact modeling ........................................................336, 347

CCMM performance .................................................. 414, 415 contact presentation ............................................................ 64
CCMM port requirements .................................................. 434 contact processing ...............................................................64
CCMS backup software requirements ....... 337, 348, 355, 369 contact queuing ................................................................... 61
CCMS call load .................................................................. 221 contact treatment ................................................................. 64
CCMS performance ........................................................... 408 Controlled Directory Number ............................................... 59
CCMS port requirements ................................................... 431 Conversation log ..................................................................99
CCSA ...................................................................................24 copying CLID ....................................................................... 29
CCT call attached data ...................................................... 225 corporate enterprise licensing ............................................183
CCT capacity ..................................................................... 224 Corporate NCC licensing ................................................... 184
CCT components .......................................................328, 341 cost of call services ............................................................221
CCT network interface card order ..............................336, 347 critical high availability ....................................................... 318
CCT network performance .................................................416 customer contact ratio ....................................................... 414
CCT performance .............................................................. 415
CCT port requirements ...................................................... 435
CCT supported functionality .............................. 329, 342, 363
D
CCXML .............................................................................. 150 data attached to CCT calls ................................................ 225
CDN ..................................................................................... 59 database files
Certificate Manager CCMM ........................................................................ 223
display failed login attempts ......................................... 30 database parameter limits ................................................. 212
display login history ...................................................... 30 database restoration ............................................................ 51
Citrix support data limits for Open Interfaces Web service ...................... 227
Agent Desktop ............................................................ 399 data management, Multimedia .......................................... 111
CLID .....................................................................................30 Data transfer ...................................................................... 149
client hardware requirements ............................................ 384 decrease hardware ............................................................ 260
Client hardware requirements ............................................377 default attachment files ......................................................404
Client operating system requirements ............................... 385 Default conversation text ..................................................... 99
client terminals ...........................................................332, 346 DHCP .................................................................................234
commissioning Contact Center on VMware .......................290 dialogs ............................................................................... 196
common server requirements ............................................ 228 disk caching ....................................................................... 241
Communication Control Toolkit disk partitioning ..................................................................229
installation configuration ............................................... 87 disk partitions .............................................................286, 315
Communication Server 1000 phones ................................ 174 disk storage requirements for multimedia ..........................223
Communication Server 1000 platform compatibility .......... 173 displaying
compatibility ....................................................................... 170 failed login attempts ......................................................30
compatibility for Communication Server 1000 platform ..... 173 login history .................................................................. 30
compatibility for Unified Communications platform ............170 distributing licenses ........................................................... 183
compatibility License Manager server ............................... 208 domain ................................................................................. 48
compatibility with voice services ........................................ 179 domain security deployments .............................................. 56
compatible phones .....................................................172, 174 DVD Controller .....................................................................50
component clients of Contact Center ...................................41
components of CCT ...................................................328, 341
components of Contact Center ............................................ 41 E
consolidate hardware resources ........................................260
EDP ................................................................................... 180
Contact Center commissioning VMware ............................290
Elite ......................................................................................32
Elite Complement ................................................................ 35
display failed login attempts ......................................... 30
email .................................................................................. 220
display login history ...................................................... 30
email aliases ...................................................................... 405
installation configuration ............................................... 73
email attachment storage .................................................. 224
email message memory requirements ...............333, 353, 366
email outgoing configuration ..............................................406
Contact Center maximum capacities ................................. 211
email server requirements ................................................. 404
Contact Center migration paths ........................................... 54
email settings .....................................................................404
Emergency Help .................................................................. 79
emergency license ...............................................................27
Contact Center Services ......................................................24
emergency licensing .......................................................... 206
contact handling ...................................................................64
Enterprise licensing ........................................................... 183
Index
Enterprise Web Chat ........................................................... 96 High-end server ................................................................. 244

Entry-level ..................................................................279, 308 High-end server specification ............................................ 257
Entry-level server ...............................................................244 High-end solution .......................................244, 255, 283, 312
Entry-level server specification .......................................... 248 historical tracking license statistics .................................... 207
Entry-level solution .................................... 244, 246, 277, 306 host considerations vmware .............................................. 266
Exchange Server ................................................................. 34 Host Data Exchange ..........................................................408
expected resource consumption ........................................221 hot patching ....................................................................... 145
Experience Portal ...................................................... 158, 161 hot standby high availability ...............................................320
external server interactions ..................................................95 hyper-threading ..................................................................243
Hyper-V ..............................................................................305
F
I
features licensed ................................................................198
filtering email ......................................................................405 identifiers for licensing ....................................................... 198
firewall considerations installation ......................................................................45, 47
AACC ............................................................................49 installation configuration
firmware ............................................................................. 240 Communication Control Toolkit .................................... 87
forced Not Ready reason codes .......................................... 30 Contact Center Manager Administration ...................... 73
force password change Contact Center Manager Server ...................................64
user logs on to CCMA for the first time .........................28 Contact Center Multimedia ........................................... 92
functions of telephony server .............................329, 342, 363 License Manager .......................................................... 69
Server Utility ................................................................. 81
interactions with external multimedia servers ...................... 95
G interoperability ................................................................... 170
generation for licenses .......................................................197 IOPS .................................................................................. 267
Geographic Node ...............................................................127
Geographic redundancy .................................................... 133 J
global requirements server name ...................................... 229
grace period for licensing ...................................................206 Java Runtime Environment guidelines .............................. 234
Grace Period Reset ............................................................. 52
guidelines for antivirus software ........................................ 237
guidelines for Java Runtime Environment ......................... 234
K
guidelines for RAID ............................................................238 Knowledge Worker .............................................................. 34
guidelines for SAN ............................................................. 238 KRS ................................................................................... 185
guidelines for service packs ...............................................234
guidelines for service updates ........................................... 233
guidelines for UPS ............................................................. 239 L
guidelines for utility software ..............................................236
LACP ......................................................................... 143, 324
licensed feature
H Avaya Aura Media Server Zoning ...............................193
TLS SRTP Signaling and Media Encryption ...............195
H.323 ................................................................................. 152 Licensed packages ............................................................ 193
hard disk partitions .....................................................286, 315 license features ..................................................................198
hardware-assisted virtualization ........................................ 266 license identifiers ............................................................... 198
hardware RAID guidelines ................................................. 238 License Manager
hardware requirements ......................................................341 installation configuration ............................................... 69
hardware requirements remote geographic node server ...323 License Manager location ..................................................192
hardware requirements standby servers ........................... 323 License Manager server support ....................................... 208
hardware SAN guidelines .................................................. 238 licensing .............................................................................202
hardware UPS guidelines .................................................. 239 licensing Avaya Aura Media Server ...................................192
high availability .................................................................. 198 licensing Avaya Media Server ........................................... 375
High Availability ................................................................. 133 licensing enterprise solutions .............................................183
high availability critical ....................................................... 318 licensing generation ...........................................................197
high availability hot standby ...............................................320 licensing historical tracking ................................................ 207
High-end .................................................................... 285, 314 licensing locks ....................................................................206
high-end physical server ....................................................256 licensing mechanisms ........................................................185
Index
licensing multiple servers ...................................................183 O

Licensing requirements ......................................................182
licensing single server ....................................................... 183 Observation tone ................................................................. 24
limitations for contact modeling ................................. 336, 347 obtaining a license ............................................................. 187
localized languages ........................................................... 383 Offsite Agent ...................................................................... 194
locked licenses .................................................................. 206 open interfaces
email ........................................................................... 114
open interfaces data limits ................................................. 227
M open queue ........................................................................198
managing prompts ............................................................... 80 Open Queue ........................................................................ 62
maximum capacity ............................................................. 211 Open Queue Route Points ...................................................59
maximum overall capacities ...............................................211 operating system ............................... 327, 341, 352, 359, 373
MBT ..................................................................................... 33 operating system Java Runtime Environment guidelines .. 234
mean holding time ............................................................. 222 operating system packs guidelines ....................................234
media management ................................................... 116, 360 operating system requirements ......................................... 231
memory requirements for email messages ........333, 353, 366 operating system service update guidelines ......................233
Message timers ................................................................... 99 operational state ................................................................ 410
Microsoft Exchange Server ..................................................34 optional configuration tools
Mid-range ...................................................................282, 311 email open interfaces ................................................. 114
mid-range physical server ..................................................251 outbound ............................................................................198
Mid-range server ................................................................244 outbound capacity ..............................................................227
Mid-range server specification ...........................................252 outbound Contact Center .....................................................94
Mid-range solution ..................................... 244, 250, 280, 309 outgoing email configuration ..............................................406
Midsize Business Template ................................................. 33 overview client components .................................................41
Midsize Enterprise compatibility ........................................ 170 overview components .......................................................... 41
migration
migration process ......................................................... 53 P
migration paths .................................................................... 54
minimum hardware specification ......................................... 28 password aging
minimum virtual machine specification ................................ 28 CCMA ........................................................................... 28
multimedia components .......................................................94 password expiry
Multimedia Contact Server ........................................ 351, 352 CCMA ........................................................................... 26
multimedia disk storage ..................................................... 223 performance .......................................................................239
multimedia email attachment storage ................................ 224 performance for CCMA ......................................................411
multimedia external server interactions ............................... 95 performance for CCMA client ............................................ 413
multimedia terminals ..................................................332, 346 performance for CCMA network ........................................ 411
multiple AACC instances ................................................... 171 performance for CCMM ............................................. 414, 415
multiple server licensing .................................................... 183 performance for CCMS ......................................................408
performance for CCT ......................................................... 415
performance for CCT networking .......................................416
N performance management .................................................241
naming server requirements .............................................. 229 P-header ............................................................................ 151
NCC ........................................................................... 372, 373 Phonebook
network Avaya Media Server .............................................119 automatic insertion of a leading digit ............................ 23
network CCT performance .................................................416 phone compability ......................................................172, 174
Network Control Center ....................................... 63, 372, 373 physical server ...........................................................244, 245
network environment contact modeling ..................... 336, 347 P‐Intrinsics ......................................................................... 151
networking parameter limits ...............................................212 port requirements Avaya Aura Media Server .....................436
network interface cards binding ................................. 336, 347 port requirements CCMA ................................................... 433
network performance for CCMA ........................................ 411 port requirements CCMM .................................................. 434
Network requirements ........................................................387 port requirements CCMS ................................................... 431
nodal enterprise licensing .................................................. 183 port requirements CCT ...................................................... 435
Nodal NCC .........................................................................184 port requirements Presence Services ................................438
No Switch Configured .......................................................... 36 ports ...................................................................................438
notification Presence Services port requirements ................................438
emergency license expiry ............................................. 27 Private Header ...................................................................151
NUMA ................................................................................ 242 progressive outbound ........................................................ 198
Index
R security enhancements .................................................29

Service-Oriented Architecture ............................................152
RAID .................................................................................. 241 service packs guidelines ....................................................234
RAID guidelines ................................................................. 238 service updates guidelines ................................................ 233
ratio of customers to contacts ............................................414 SES ......................................................................................33
real-time display parameter limits ...................................... 212 Session Initiation Protocol ................................................. 150
related documentation ......................................................... 18 SGM ...................................................................................150
Remote Geographic Node ................................................. 135 signatures
remote geographic node server requirements ...................323 add company images ................................................... 29
remote support access tool ................................................238 add company logos ...................................................... 29
report creation wizard ........................................................ 198 single server licensing ....................................................... 183
requirements single sign-on deployments ................................................. 56
agent browser application ...........................................400 SIP ............................................................................... 37, 150
requirements antivirus software .........................................237 SIP and AML cost per call ................................................. 221
requirements backup software CCMS ....... 337, 348, 355, 369 SIP contact center service ................................................. 192
requirements CCMM disk storage ..................................... 223 SIP environment
requirements email message memory ...............333, 353, 366 CLID and Wild CLID ..................................................... 30
requirements external email server ................................... 404 SIP Gateway Manager .......................................................150
requirements Java Runtime Environments ........................234 SIP high availability ............................................................318
requirements operating system ......................................... 231 SIP Route Point ................................................................... 59
requirements port Avaya Aura Media Server .....................436 SIP signaling ......................................................................152
requirements port CCMA ................................................... 433 skill-based routing ................................................................60
requirements port CCMM .................................................. 434 snapshot considerations .................................................... 271
requirements port CCMS ................................................... 431 Social Media Analytics .......................................................103
requirements port CCT ...................................................... 435 social network, contact type ...............................................101
requirements Presence Services port ................................438 software antivirus guidelines ..............................................237
requirements RAID ............................................................ 238 Software Appliance ............................................................292
requirements remote geographic node server ...................323 software requirements remote geographic node server .... 323
requirements SAN ............................................................. 238 software requirements standby servers .............................323
requirements server name .................................................229 software utility guidelines ...................................................236
requirements service packs ............................................... 234 SRTP ................................................................................. 430
requirements service updates ............................................233 standby server ................................................................... 198
requirements standby server ............................................. 323 standby server requirements ............................................. 323
requirements UPS ............................................................. 239 steady state operation ....................................................... 410
requirements utility software .............................................. 236 support .................................................................................22
Route Point .......................................................................... 59 support access tool ............................................................238
Route points .........................................................................99 supported License Manager servers ................................. 208
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
Index
Uninterruptible Power Supply guidelines ........................... 239

Universal Call Identifier ......................................................152
universal networking .......................................................... 198
unused hardware ............................................................... 243
upgrade ................................................................................53
upgrading Contact Center ....................................................54
usage of licensing .............................................................. 207
user logs on to CCMA for the first time
force password change ................................................ 28
user permissions
maintain ........................................................................ 82
monitor ..........................................................................82
using call data in scripts .....................................................408
utility software guidelines ...................................................236
UUI .....................................................................................152
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

Avaya Aura Contact Center Overview and Specification

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Avaya Aura® Contact Center Overview

Chapter 1: Introduction.......................................................................................................... 18

March 2016 Avaya Aura® Contact Center Overview and Specification 5

March 2016 Avaya Aura® Contact Center Overview and Specification 6

Contact Center Process Monitor................................................................................. 51

March 2016 Avaya Aura® Contact Center Overview and Specification 7

March 2016 Avaya Aura® Contact Center Overview and Specification 8

Configure Social Network settings............................................................................ 101

March 2016 Avaya Aura® Contact Center Overview and Specification 9

Data transfer methods................................................................................................... 149

March 2016 Avaya Aura® Contact Center Overview and Specification 10

Nodal Enterprise licensing........................................................................................ 183

March 2016 Avaya Aura® Contact Center Overview and Specification 11

Orchestration Designer application Variables and Intrinsics.............................................. 219

March 2016 Avaya Aura® Contact Center Overview and Specification 12

Unified Extensible Firmware Interface....................................................................... 240

March 2016 Avaya Aura® Contact Center Overview and Specification 13

VMware host server resource management and monitoring ............................................. 289

March 2016 Avaya Aura® Contact Center Overview and Specification 14

Maximum acceptable use......................................................................................... 336

March 2016 Avaya Aura® Contact Center Overview and Specification 15

Third-party software requirements.................................................................................. 373

March 2016 Avaya Aura® Contact Center Overview and Specification 16

Contact Center Manager Administration CPU load reduction............................................ 414

March 2016 Avaya Aura® Contact Center Overview and Specification 17

March 2016 Avaya Aura® Contact Center Overview and Specification 18

Title Use this document to: Audience

March 2016 Avaya Aura® Contact Center Overview and Specification 19

Title Use this document to: Audience

March 2016 Avaya Aura® Contact Center Overview and Specification 20

Title Use this document to: Audience

March 2016 Avaya Aura® Contact Center Overview and Specification 21

Viewing Avaya Mentor videos

March 2016 Avaya Aura® Contact Center Overview and Specification 22

Agent Desktop inter-operation with Avaya Co-Browsing Snap-in

Automatic insertion of a leading digit before dialing numbers

March 2016 Avaya Aura® Contact Center Overview and Specification 23

Avaya Aura® Contact Center Ignition Wizard

Avaya Aura® Contact Center supports Microsoft Windows Server

Avaya Callback Assist integration

Avaya Media Server changes

March 2016 Avaya Aura® Contact Center Overview and Specification 24

Contact Center Agent Browser application

March 2016 Avaya Aura® Contact Center Overview and Specification 25

Contact Center Manager Administration password expiry

Contact Center Manager Administration support for Caché

Contact Center services secured by default

March 2016 Avaya Aura® Contact Center Overview and Specification 26

Crystal Reports replacement with Microsoft SQL Server Reporting

Database restore not required for reinstating Mission Critical High

Emergency license expiry notification

March 2016 Avaya Aura® Contact Center Overview and Specification 27

Force password change when users log on to Contact Center

New Avaya Aura® Contact Center minimum hardware

New Avaya Aura® Contact Center minimum virtual machine

Password aging in Contact Center Manager Administration

March 2016 Avaya Aura® Contact Center Overview and Specification 28

Serviceability enhancements in Contact Center 7.0

Support for adding company images and logos to signatures

Support for copying the CLID of a customer using Agent Desktop