Contact Center as a Service Solution Description

Transcription

1 Contact Center as a Service Solution Description Release Issue 1 April 2015

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4 Contents Chapter 1: Introduction... 6 Purpose... 6 Intended audience... 6 Document changes since last issue... 6 Related resources... 7 Documentation... 7 Training... 9 Viewing Avaya Mentor videos Support Using the Avaya InSite Knowledge Base Chapter 2: Solution overview Features Agent and general business user population Contact center operational reports through ANAV Tenant partitioning Centralized role-based access and administrative segmentation Local and geo server redundancy Virtualization SIP agents Usage monitoring and Billing data reporting Topology Components Avaya Aura Session Manager Avaya Aura Communication Manager Avaya Aura Call Center Elite Avaya Aura Call Center Elite Multichannel Avaya Contact Center Control Manager ANAV Avaya Aura Application Enablement Services Avaya Aura System Manager Avaya Session Border Controller for Enterprise Acme Packet Session Border Controller Avaya Aura Experience Portal Avaya Call Management System Avaya Aura Messaging Avaya Aura Workforce Optimization: Avaya Contact Recorder Avaya Secure Access Link (SAL) gateway G450 media gateway Avaya Aura Utility Server Avaya endpoints Contact Center as a Service Solution Description April 2015

5 Contents Chapter 3: Solution specifications Reference configurations Hardware and software options Glossary April 2015 Contact Center as a Service Solution Description 5

6 Chapter 1: Introduction Purpose Contact Center as a Service Solution Description provides an overview of the Contact Center as a Service solution, focusing on the strategic, enterprise, and functional views of the architecture. This document includes a description of each verified reference configuration for the solution. Intended audience The primary audience for Contact Center as a Service Solution Description is the Sales Engineer. Sales Engineers can use this document, in conjunction with the Reference Configuration document, when responding to customer requirements. Solution Architects, Implementation Engineers, and Support personnel can use this document to understand the components and features of Contact Center as a Service. Document changes since last issue The following changes were made to this guide since the last release: Updated the Avaya Session Border Controller for Enterprise service pack/patch number from 6.3 to 6.3 SP2 Updated the Avaya one-x Deskphone SIP software version from 6.4 SP1 to Contact Center as a Service Solution Description April 2015

7 Related resources Related resources Documentation The following table lists the documents related to Contact Center as a Service solution. Download the documents from the Avaya Support website at Title Description Audience Deploying Contact Center as a Service Contact Center as a Service Reference Configuration Administering Contact Center as a Service Contact Center as a Service Release Notes Avaya Session Border Controller for Enterprise Overview and Specification Avaya Cloud Enablement for Unified Communications Solution Description Provides deployment procedures for installing and configuring the Contact Center as a Service solution based on a verified reference configuration. Additionally, this document also describes installation, configuration, initial administration, as well as testing and validation checklists and procedures. Provides an overview of the design, topology diagrams, capacities, interoperability information, features, and functionality limitations related to a specific reference configuration of the Contact Center as a Service solution. Provides the administration procedures for the day-to-day functioning of the Contact Center as a Service solution. This document provides a brief description of operational considerations for the Contact Center as a Service solution. This document highlights known issues about Contact Center as a Service with workarounds that are available. Describes tested product characteristics and capabilities, including feature descriptions, interoperability, performance specifications, security, and licensing requirements of Avaya Session Border Controller for Enterprise. Provides an overview of the Avaya Cloud Enablement for Unified Communications solution, focusing on the strategic, enterprise, and functional views of the architecture. Implementation Engineers Implementation Engineers Sales Engineers Implementation Engineers Solution Architects Sales Engineers Implementation Engineers Solution Architects Sales Engineers Implementation Engineers Solution Architects Sales Engineers Implementation Engineers Solution Architects Table continues April 2015 Contact Center as a Service Solution Description 7

8 Introduction Title Description Audience Avaya Cloud Enablement for Unified Communications Reference Configuration Avaya Cloud Enablement for Unified Communications Deployment Guide Avaya Cloud Enablement for Unified Communications Administration Guide Avaya Collaboration Pod Solution Description Provides information about a specific configuration of the Avaya Cloud Enablement for Unified Communications (Avaya CE for UC) solution and Avaya CE for UC on Avaya Collaboration Pod. Provides deployment procedures for installing and configuring the Avaya Cloud Enablement for Unified Communications solution based on a verified reference configuration. Provides administration procedures for administering a Avaya Cloud Enablement for Unified Communications solution based on a verified reference configuration. Provides overview of the solution infrastructure, specifications, and components supported in a Collaboration Pod solution. Finding documents on the Avaya Support website About this task Implementation Engineers Sales Engineers Implementation Engineers Implementation Engineers Solution Architects Sales Engineers Use this procedure to find product documentation on the Avaya Support website. Procedure Implementation Engineers Solution Architects 1. Use a browser to navigate to the Avaya Support website at 2. At the top of the screen, click Documents. 3. In the Enter Your Product Here search box, type the product name and then select the product from the drop-down list. 4. If available, select the appropriate release number from the Choose Release drop-down list. 5. Use the Content Type filter on the left to select the type of document you are looking for, or click Select All to see a list of all available documents. For example, if you are looking for user guides, you can select User Guides from the Content Type filter. Only documents in the selected category will appear in the list of documents. 8 Contact Center as a Service Solution Description April 2015

9 Related resources Training The following courses are available on the Avaya Learning website at After logging into the website, enter the course code or the course title in the Search field and click Go to search for the course. Course Code ATI02348VEN ATI01731VEN 5U00095V 5U00096V 4U00030E 9U00160E 2C00074W AVA00742WEN 2C00092O 3C00004O 5C00091E 5C00091I 5C00091V AVA00398WEN 4C00101W Course title Avaya Aura Communication Manager Implementation Avaya Aura Communication Manager Messaging Embedded Implementation Avaya Aura System Manager Implementation, Administration, Maintenance and Troubleshooting Avaya Aura Session Manager Implementation, Administration, Maintenance and Troubleshooting Knowledge Access: ACIS - Avaya Aura Communication Manager and CM Messaging Embedded Implementation. Knowledge Access: Avaya Aura Session Manager for System Administrators. Avaya Customer Experience Management Framework Experience Layer Avaya Call Center - Analyze, Design, and Plan Implementation Avaya Aura Call Center Elite Multichannel Sales Knowledge Session Avaya Aura Call Center Elite Multichannel Technical Sales Knowledge Session Knowledge Access: ACSS - Avaya Aura Contact Center Elite Implementation and Configuration. Avaya Aura Call Center Elite Implementation and Configuration Avaya Aura Call Center Elite Implementation and Configuration Avaya Call Management System Administration Avaya Aura Experience Portal Administration 4C00071V Avaya Contact Center Control Manager for Administrators Release 7.0 4C00070V 5C00642I ASC00326WEN ATI02090IEN 5U00090E 5U00090I 5U00090V I: Instructor Led Avaya Contact Center Control Manager for Implementation and Maintenance Release 7.0 Avaya Quality Monitoring R12.0 Configuration and Administration PRM PartnerView and SFDC Partner Sales Support Requests (SSR) Basic Configuration and Troubleshooting for Avaya Session Border Controller for Enterprise Knowledge Access: Avaya Session Border Controller for Enterprise Implementation and Support Avaya Session Border Controller for Enterprise Implementation and Support Avaya Session Border Controller for Enterprise Implementation and Support Table continues April 2015 Contact Center as a Service Solution Description 9

10 Introduction Course Code O: On Demand Course title V: Virtual WEN: Web (online) course VEN: Virtual E: Self-paced in virtual campus W:Web (online) course 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 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 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 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. 10 Contact Center as a Service Solution Description April 2015

11 Support Using the Avaya InSite Knowledge Base The Avaya InSite Knowledge Base is a Web-based search engine that provides: Up-to-date troubleshooting procedures and technical tips Information about service packs Access to customer and technical documentation Information about training and certification programs Links to other pertinent information If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access the Knowledge Base at no extra cost. You must have a login account and a valid Sold-To number. Use the Avaya InSite Knowledge Base to look up potential solutions to problems. 1. Go to 2. Log on to the Avaya website with a valid Avaya User ID and password. The Support page appears. 3. Enter the product in The InSite Knowledge Base text box. 4. Click the red arrow to obtain the Search Results. 5. Select relevant articles. April 2015 Contact Center as a Service Solution Description 11

12 Chapter 2: Solution overview Avaya as a vendor of cloud-based solutions Avaya is a market leader in contact center, unified communications and collaboration, and data networking solutions, for all enterprises. The Avaya Aura architecture has the flexibility to serve multiple market segments, is open to third party SIP innovations, and is VMware ready, so there are no compromises on scalability and reliability. This architecture is based on SIP and uses SIP gateways to provide support for non-sip communication products. Avaya s collaborative cloud portfolio offers include: Avaya Live: Public, on-demand cloud-based Unified Communications (UC) services that include voice, video, chat, presence, and conferencing. Avaya Cloud Enablement for Unified Communications (Avaya CE for UC): A sessionbased experience that includes voice, video, chat, presence, conferencing, messaging, and federation functionality for end users. This solution uses the Avaya Aura architecture and provides dedicated private or shared cloud experiences. Avaya and third party applications in this solution are delivered centrally through administrative segmentation and session-based privacy controls. Contact Center as a Service: A modular approach to the hosted contact center, starting with simple voice-centric services and expanding to full multimedia and intelligent workflows. Contact Center as a Service is based on the same Avaya Aura architecture as Avaya CE for UC and provides dedicated private or shared cloud experiences. Avaya Collaboration Pod: Turnkey solutions with virtualized server, storage, networking, and management components that deliver maximum performance of Avaya application solutions with the underlying data center infrastructure. With fully integrated management and support, the solution enables rapid deployment of complex technologies in the data center. Multi-Vendor Brokered Federation: Enables enterprises to extend UC capabilities beyond the enterprise boundaries to allow richer communication experiences between enterprises and their suppliers and partners. Avaya offers span multiple vendor solutions and preserve existing assets while delivering innovative services spanning enterprise boundaries. This document describes the cloud-based Contact Center as a Service solution. This solution offers a simplified way for end users to get the benefits of the contact center experience. The solution is flexible and scalable to meet the changing needs of hosted providers and enterprises. Description of the Contact Center as a Service solution The Contact Center as a Service solution is a part of the Avaya Collaborative Cloud framework and is specifically designed for hosted service providers who want to deliver their own Contact Center as a service. The Contact Center as a Service solution follows a delivery model to the market by breaking a full Capital Expenditure based business model from the traditional enterprise solution into Capital Expenditure (CAPEX) and Operational Expenditure (OPEX) based business models. The OPEX 12 Contact Center as a Service Solution Description April 2015

13 components brings the utility-based billing, and value proposition, which is one of the key differentiators of the Contact Center as a Service solution. Using this solution, hosted service providers can brand and deliver unified communications and contact center services from Avaya. Hosted service providers can also address customer requirements such as flexibility and help customers adopt a utility-based OPEX approach. By addressing these requirements, hosted service providers can help customers improve business agility and optimize budgets and resources. Hosted service providers can deliver advanced communication, collaboration, and integration services across small, medium, and large enterprises from a single, open, and scalable platform. The Contact Center as a Service solution provides the following benefits to the hosted service providers and customers: Faster deployment Increased cost-effectiveness Improved flexibility and operational efficiency Consistent user experience High security and control The Contact Center as a Service solution is available with the following deployment options, both with high availability configurations: Contact Center as a Service in a single data center Contact Center as a Service in a dual data center Contact Center as a Service in a dual data center provides all features of a single data center configuration and offers the benefits of geographical redundancy so that operations can continue when a full location is nonfunctional. Each of the deployment options can be deployed by using one of the following infrastructure configurations: Avaya appliance servers Virtual servers provided by the hosted service providers Avaya Collaboration Pod Contact Center as a Service for hosted service providers Contact Center as a Service is a SIP-based, modular hosted contact center reference architecture. You can start by providing a simple voice-centric service and expand to offer a complete multichannel and intelligent workflow. Using feature profiles, hosted service providers can offer a combination of advanced or basic solution packages to each customer and charge customers based on the usage. Hosted service providers centrally deploy and manage all necessary components whereas end users only require an Avaya soft and hard phone at workstations. This reduces the need for the end user enterprise to engage dedicated IT personnel to maintain onsite equipment. However, the end user enterprise can deploy a firewall and Avaya Session Border Controller for Enterprise, or Acme Packet Session Border Controller 4500 for Enterprise In the Contact Center as a Service solution, Avaya Aura Session Manager, Avaya Aura Communication Manager, and Avaya Aura Call Center Elite components provide the contact distribution engine and feature-rich call center functionality. The Avaya Contact Center Control April 2015 Contact Center as a Service Solution Description 13

14 Solution overview Manager component offers multitenancy with easy-to-use centralized management, usage monitoring, and administrative segmentation capabilities. Avaya Aura Experience Portal provides a single platform for automated voice, self service, and interactive voice response (IVR) applications. Using Avaya Aura Call Center Elite Multichannel, customers and agents can communicate through phone, , text, or instant messaging. ANAV is a single interface for historical reporting for Avaya Call Management System, Call Center Elite Multichannel, and Experience Portal. Using Avaya Contact Recorder of the Avaya Aura Workforce Optimization suite, enterprises can gain a deeper understanding of customer trends and balance efficiency with effectiveness to create an optimized customer experience. Contact Center as a Service ensures secure traffic to serve multitenant environments by leveraging: VLAN ID assignment and recognition to identify network traffic from different customers or network segments. VLAN ID assignment and recognition provide network-level traffic prioritization and privacy. Routing rules and header manipulation rule sets that are implemented on Avaya Session Border Controller for Enterprise or Acme Packet Session Border Controller. These rules and rule sets determine how to handle SIP messages and real-time signaling or media coming from multitenant environments. Customer-provided firewall configuration to filter non-sip traffic. The firewall configuration must be implemented concurrently with the Avaya Session Border Controller for Enterprise or Acme Packet Session Border Controller that is handling the SIP communications. Hosted service providers can use the prepackaged user and agent profiles that Avaya provides. Hosted service providers can also create customized user profile packages by combining different features as required by the end user enterprise. End users can select one or more user profiles that contain the most suitable features based on business need. The capability to create customized profiles provides additional flexibility to the hosted service providers. For utility-based licensing, hosted service providers must have a minimum license usage agreement with Avaya. Avaya Contact Center Control Manager calculates the monthly usage for billing based on the standard methods agreed between Avaya and the hosted service provider. The hosted service provider can use the same information to bill customers. Related Links Topology on page 19 Features The Contact Center as a Service solution provides the following features to benefit hosted service providers and users. Agent and general business user population Contact center operational reports through ANAV, including tenant segmentation Tenant partitioning Centralized role-based access and administrative segmentation Local and geo server redundancy 14 Contact Center as a Service Solution Description April 2015

15 Features Virtualization SIP agents Usage monitoring Agent and general business user population The Contact Center as a Service solution supports 2500 concurrent SIP agents and 2500 concurrent general business users for each solution instance. The SIP agent population can consist of a combination of voice, voice and multichannel agents, and supervisors. The general business users have access only to the IP Telephony and voice mail functionality, but do not have access to the full set of Contact Center as a Service functionality. Contact center operational reports through ANAV ANAV provides three modules that encompass operational reporting: Real-time Reporting of Call Center Elite resources (VDNs, Skills, and Agents) and Call Center Elite Multichannel-enabled VDNs and Skills; Historical Reporting of Call Center Elite resources, Call Center Elite Multichannel, and Experience Portal; and Visual Contact Analyzer which provides cradle-to-grave reporting capabilities that includes a Call Center Elite graphical call flow. The VCA reporting module of ANAV delivers a report that shows the full flow of a call as it traverses the different Call Center Elite resources (VDNs, Skills, and Agents) either in tabular format or as a graphical flow. The reporting user can use the Universal Call Identifier (UCID) from a specific call flow to obtain a report that shows the points that the call traversed through an Experience Portalbased application as it entered the contact center. The combination of these two reports would provide the full flow of the call from cradle to grave. ANAV monitors the activity of Call Center Elite entities and stores all the raw data of the events from Application Enablement Services in the VCA database. Additionally, ANAV receives event data from Experience Portal applications triggered by an ANAV module and these events are also stored in the VCA database. VCA allows you to search for interactions in your contact center by using VDNs, Skills, and Agents. Tenant partitioning A single product deployment can support multiple customer enterprises through tenant partitioning. Tenant partitioning is economical and lowers the total cost of ownership for enterprises. Contact Center as a Service Release 1.0 supports the following: Tenant partitioning functionality available through Avaya Aura Communication Manager. For more information about the features and functionality of Avaya Aura Communication Manager, see Avaya Aura Communication Manager Feature Description and Implementation, April 2015 Contact Center as a Service Solution Description 15

16 Solution overview Administrative segmentation for tenant partitioning available through Avaya Contact Center Control Manager (ACCCM) Service Provider (SP) Edition. For more information about administration, see Administering Contact Center as a Service. For each solution instance, you can add up to 125 tenants that include 10 multimedia-enabled tenants. The tenant-based management provides ACCCM the capability to manage both contact center and unified communication solutions in a multitenant environment by partitioning the access of tenant. Partitioning the access of tenants ensures that each tenant can access only the resources that the tenant uses. Administrative segmentation capabilities of ACCCM with roles-based access controls ensure that customer privacy and security is not compromised. Therefore, each tenant is not aware of the other tenants in the deployment. With Contact Center as a Service Release 1.0, hosted service providers can offer operational separation in terms of reporting and configuration with roles-based access on a shared platform. Each tenant can access standard reports and call recordings of the enterprise by using specific Avaya applications that support standard reporting and call recording capabilities in a multitenant environment. The Real-time reporting UI can be defined by tenants based on what tenants want to view in the real-time report. Centralized role-based access and administrative segmentation Avaya Contact Center Control Manager provides the following benefits for the components of the Contact Center as a Service solution: Centralized management and administration of contact center applications Administrative segmentation capabilities with roles-based access controls to set up tenant partitioning for multitenant environments Resource and license usage monitoring for each tenant Service Providers use ACCCM to configure overall access to each tenant. The service provider can grant tenant-specific access to each customer to perform specific administration tasks. Local and geo server redundancy The redundancy feature offers protection against the failure of the entire data center or the network that connects the server. With local server redundancy, the server is resilient to the failure of the network or another server. Geo server redundancy provides protection against the failure of an entire data center or the network that connects to the server. The main data center is operational for regular operations. Following a major failure event at the main data center, the components from the redundant data center carries the entire activity load during the outage. If the redundant data center experience an outage, the services provided by the main data center continues without interruption. The Contact Center as a Service solution can be set up in one of the following configurations: A single data center including a highly available architecture to avoid a single point of failure. 16 Contact Center as a Service Solution Description April 2015

17 Features A dual data center where components can be split across sites adding geo-redundancy to the high availability configuration. The dual data center includes a Remote Core Survivable server in the geo-redundant data center. The following components support high availability within a single and a dual data center in the Contact Center as a Service solution: Component Avaya Aura Communication Manager Avaya Aura Session Manager Avaya Aura System Manager 1 Avaya Aura Call Center Elite Call Management System (CMS) 2 ANAV (Real-Time) ANAV (Historical and Visual Contact Analyzer) Avaya Aura Workforce Optimization: Avaya Contact Recorder (ACR) 3 Application Enablement Services servers for ANAV and ACR Avaya Session Border Controller for Enterprise or Acme Packet Session Border Controller 4 Avaya Aura Messaging Avaya Aura Experience Portal 5 Avaya Contact Center Control Manager SIP Endpoints Redundancy type Active-Standby (Duplex template) Active-Active Active-Standby Active-Standby Active-Active Active-Active Active-Active Master-Standby Active-Active Active-Active One for each Avaya Aura Session Manager instance Active-Standby Active-Active Active-Active Dually registered to the Avaya Aura Session Manager through Session Border Controller Virtualization The Contact Center as a Service solution uses VMWare ESXi 5.0 and ESXi 5.1 for running virtualized appliances. Administrators can leverage the VMware management suite to perform management functions such as installation, performance monitoring, and server migration. 1 The Standby for the System Manager only applies to the dual data center and it resides in the geo-redundant data center. 2 There a CMS survivable server in the geo-redundant data center. 3 The ACR has an Active (called Master) and a Main Standby server if there is a single data center; but, in a dual data center there is also a Standby server in the geo-redundant data center. 4 Acme Packet as an option that was not tested provides an HA package for active-standby for each of the SBCs in the solution. 5 Experience Portal is a single AEP system in the single data center configuration with an Auxiliary server. The dual data center configuration includes two AEP systems, but they are independent of each other, although they both write to a single external DB. April 2015 Contact Center as a Service Solution Description 17

18 Solution overview The following components of the Contact Center as a Service solution support integration into the virtualized environment of the hosted service provider: Avaya Aura Communication Manager Avaya Aura System Manager Avaya Aura Session Manager Avaya Aura Call Center Elite Avaya Aura Experience Portal Application Enablement Services Avaya Aura Call Center Elite Multichannel Call Management System Avaya Aura Messaging Avaya Contact Recorder of Avaya Aura Workforce Optimization suite Avaya Contact Center Control Manager Avaya Secure Access Link (SAL) Gateway ANAV Avaya Aura Utility Services The following components of the Contact Center as a Service solution do not support integration into the virtualized environment of the hosted service provider: Avaya Session Border Controller for Enterprise Acme Packet 4500 Session Border Controller G450 Media Gateway SIP agents The Avaya Contact Center Control Manager framework treats each agent pool within a tenant as a separate administrative segment. With this segmentation, the tenants can take full control over the respective agent population. The Contact Center as a Service solution provides SIP agent endpoints access to the service provider core through Avaya Session Border Controller for Enterprise or Acme Packet Session Border Controller deployments. By removing proprietary signalling, SIP also removes the challenges of Network Address Translation (NAT) in proprietary signalling in a hosted environment. Usage monitoring and Billing data reporting With the Contact Center as a Service solution, the service provider can monitor the usage of the resources in the contact center. 18 Contact Center as a Service Solution Description April 2015

19 Topology The Contact Center as a Service solution uses ACCCM License Utility Tracker (LUT) in combination with the Billing engine to: Provide a centralized view of the historical data on usage of the concurrent Call Center Elite, Call Center Elite Multichannel, Avaya Aura Experience Portal agents, and Avaya Contact recording sessions. Send alerts to an administrator when a particular license reaches a predefined threshold. Send a report on usage of contact center resources such as agents or licensed component over a prespecified period. ACCCM calculates the monthly usage for billing data based on the standard methods agreed between Avaya and the hosted service provider. Based on this information, Avaya charges the hosted service providers a monthly fee for each agent. The hosted service providers can use the same usage reports to charge customers. Topology The Contact Center as a Service solution supports a highly available deployment spread across the following three physical planes: The core data center of the service provider: Provides the core functionality of Contact Center as a Service through the network of the service provider. Point of Presence (PoP): Functions as a bridge between the enterprise network of the hosted service provider and the network of the end user. A hosted service provider can have a single PoP or multiple PoPs. A separate POP is optional. A hosted service provider without a separate PoP can use the core data center network as the PoP layer. The enterprise network of the end user: Provides endpoints and interfaces to interact with the network of the service provider. The following illustration shows a conceptual deployment of multiple components in the Contact Center as a Service solution in a single data center. However, you can also deploy these components as an appliance model or as a virtualized model. The virtualized model is a VMwareready model to integrate with the virtualization environment of the hosted service provider. The following functional view shows the key functional components of the Contact Center as a Service solution in a single data center. April 2015 Contact Center as a Service Solution Description 19

20 Solution overview Figure 1: Functional view Single data center The following functional view shows the key functional components of the Contact Center as a Service solution in a dual data center. 20 Contact Center as a Service Solution Description April 2015

21 Components Figure 2: Functional view Geo-redundant data center Related Links Solution overview on page 12 Components The Contact Center as a Service solution supports a virtualized environment for all the applications that are supported in VMware. The following tables provide a brief description of the components essential for the successful deployment of Contact Center as a Service. For more information about reference configuration, see Contact Center as a Service Reference Configuration. April 2015 Contact Center as a Service Solution Description 21

22 Solution overview Table 1: Infrastructure components Component Version Deployment platform Avaya Aura Communication Manager 6.3 SP5 Deployed at the hosted service provider site as an evolution server to provide the SIP feature and the telephony services. For more information about Avaya Aura Communication Manager, see Avaya Aura Communication Manager Overview and Specification. Avaya Aura Session Manager 6.3 SP7 Deployed at the hosted provider site for all enterprise SIP sessions. Avaya Aura Session Manager handles all functions including SVA, Call Admission Control, Call Redirection, Digit Analysis, Dial Plan Management, Internal Network Call Accounting feeds, Toll By- Pass, Inter-office Routing, and International Least Cost Routing functions. As an Active-Active deployment where you can install Avaya Aura Session Manager instances in the same data center. For more information about Avaya Aura Session Manager, see Avaya Aura Session Manager Overview and Specification. Avaya Aura System Manager 6.3 SP7 Deployed at the hosted provider site to provide management functions for Avaya components to administrators. Avaya Aura System Manager is also the element manager for administering Avaya Aura Session Manager. As a Central management system that leverages the Avaya Converged Application server based on the JBoss application server. Avaya Aura System Manager in conjunction with Avaya Contact Center Control Manager provides centralized management for the operational administration of the Contact Center as a Service solution For more information about Avaya Aura System Manager, see Avaya Aura System Manager Overview and Specification. Avaya Call Management System Deployed at the hosted service provider site to provide the comprehensive database from which ANAV generates historical reports. Table continues 22 Contact Center as a Service Solution Description April 2015

23 Components Component Version Deployment platform For more information about Call Management System, see Call Management System Overview and Specification. Avaya Contact Center Control Manager Service Provider Edition (ACCCM) 7.0 Deployed at the hosted provider site to: Provide centralized administration functionality for solution components. These components include Call Management System, Avaya Aura Communication Manager with Call Center Elite, Avaya Aura Call Center Elite Multichannel, and Application Enablement Services. Provide administrative segmentation capabilities to support a multitenant environment. Provide license usage monitoring capabilities to implement a utility-based billing model. Provide a centralized view of license usage from the different components of the Contact Center as a Service solution. Application Enablement Services (AES) For more information about Avaya Contact Center Control Manager, see Using ACCCM. 6.3 SP3 Deployed at the hosted provider site to support call recording through Avaya Aura Workforce Optimization and monitoring Avaya Aura Call Center Elite and Avaya Aura Call Center Elite Multichannel resources through ANAV and support Avaya Aura Call Center Elite Multichannel interaction queuing. For more information about Application Enablement Services, see Avaya Aura Application Enablement Services Overview and Specification. G450 Media Gateway 6.3 SP5 Deployed in the PoP layer to provide media services from Avaya Aura Communication Manager. Use the G450 media gateway for service observing and adhoc conferencing that agents and Avaya Contact Recorder use. For more information about G450 media gateway, see Overview for the Avaya G450 Branch Gateway and Administering Avaya G450 Branch Gateway. Avaya Session Border Controller for Enterprise For more information about Avaya Aura Communication Manager gateway connectivity, see Avaya Aura Communication Manager Overview and Specification. 6.3 SP2 Deployed in the PoP layer. Hosted service providers must acquire either Avaya Session Border Controller Table continues April 2015 Contact Center as a Service Solution Description 23