Avaya Control Manager Overview and Specification

Transcription

1 Avaya Control Manager Overview and Specification Release Issue 3 January 2018

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5 Contents Chapter 1: Introduction... 7 Purpose... 7 Change history... 7 Chapter 2: Overview... 8 Avaya Control Manager overview... 8 Features Centralized management and administration Role based permission engine Microsoft Active Directory integration Multi-tenancy Multiple location support Schedule server Centralized License Tracker Control Manager API and SDK Control Manager templates Control Manager Visual Phone Audit Log Conversation Sphere Unified Communications administration Contact center administration What s new in this release Reports portal New Resource Management Portal Bulk Action Updater Bulk Skill Assignment Profile Manager Wizard Web Based Media Distribution Portal New user interface design Enhancements to Central License Tracker Conversation Sphere enhancements Role Cloning Microsoft Windows Server 2012 support Microsoft SQL Server 2012 database support Control Manager cut-through to Communication Manager system administration terminal (SAT) Audit Portal enhancements Enhanced SNMP Manager support Security Assertion Markup Language (SAML) authentication Support new Avaya Aura Contact Center Release 6.4 contact type Avaya one-x Agent Central Management enhancements January 2018 Avaya Control Manager Overview and Specification 5

6 Contents Importer enhancements Supported web browsers Users tab enhancements Visual Phone enhancements Avaya Aura Workforce Optimization (WFO) integration Feature comparison across editions Chapter 3: Interoperability Product compatibility Operating system compatibility Supported endpoints Deployment options Chapter 4: Licensing requirements Licensing requirements Chapter 5: Performance specifications Capacity and scalability specification Dial Plan Specifications Different Locations Same Location Chapter 6: Security Security specification Port assignments Permission engine features Password Rules Management Chapter 7: Resources Documentation Finding documents on the Avaya Support website Training Support January 2018 Avaya Control Manager Overview and Specification 6

7 Chapter 1: Introduction Purpose This document describes the features, capabilities, product support, and specifications of Avaya Control Manager. This document is intended for people who want to gain a high-level understanding of Control Manager features, interoperability, and performance capacities. Change history Issue Date Summary of changes 1.0 July 2015 Initial release 1.1 July 2015 Removed an incorrect reference to a document. 2.0 May 2016 The following changes were made in Issue 2.0: Updated the legal pages. Moved the support information into Chapter 7, Resources. Moved the New in this release information to the Overview chapter. Moved the administration feature information to the Overview chapter. Clarified the permission capabilities. Corrected the description of Conversation Sphere. Clarified the usage requirements for Microsoft Windows Server and Microsoft SQL Server. Added the supported versions of Security Assertion Markup Language (SAML). 2.1 October 2016 Removed the 9612 station type from supported endpoints. 3 January 2018 Updated the legal pages. January 2018 Avaya Control Manager Overview and Specification 7

8 Chapter 2: Overview Avaya Control Manager overview Avaya Control Manager is a centralized administration tool for the Avaya Aura environment allowing administrators to manage users, agents, skills, extensions and all other Avaya related objects from a single, web-based application. Administrators become more productive as agent provisioning and skill assignments take a fraction of the time required before, maximizing preparedness for customer interactions. With Control Manager, administrators can unify, streamline, and centralize the management of Avaya Aura Contact Center operations. In addition, the administrator can track events and take necessary action to meet customer needs. Control Manager is for Avaya customers using different Contact Center Business Unit products and solutions. The Control Manager system integrates with a Unified Communication infrastructure based on Avaya Aura Communication Manager and Avaya Aura Session Manager. Control Manager integrates with and supports operational administration of the Avaya Aura Contact Center suite, including the following: Avaya Aura Communication Manager Avaya Aura Call Center Elite Multichannel Avaya Aura Contact Center with Elite customers who are interested using a blended environment (Voice on Elite with Multimedia on Avaya Aura Contact Center) Avaya Aura System Manager Avaya Aura Session Manager Avaya Aura Messaging Avaya Modular Messaging Avaya Call Management System Avaya IQ Avaya Interaction Center Avaya Aura Experience Portal Avaya Proactive Contact Avaya Proactive Outreach Manager Avaya Aura Application Enablement Services Avaya one-x Agent January 2018 Avaya Control Manager Overview and Specification 8

9 Avaya Control Manager overview Avaya Aura Workforce Optimization (WFO) solution including Workforce Management (WFM), Quality Monitoring (QM), and Avaya Call Recording (ACR) Control Manager is designed using a location-based architecture. Locations are virtual objects that are created in Control Manager and are the core entity of the Control Manager environment. Control Manager includes a number of key components that work together to provide a powerful operational administration solution. The key components include those shown in the following diagram and table: Component 1 Control Manager Application Server 2 Control Manager Provisioning Server 3 Control Manager Database 4 Control Manager Web Services Description Performs the business logic (or the programming) between the end user interface and the database as well as providing the security engine for Control Manager Responsible for provisioning components from Control Manager with the different Engagement OnAvaya Aura Unified Communication/Contact Center as a Service (UCaaS/CCaaS) applications. The provisioning server integrates Control Manager with the different Avaya applications through the various supported connectors allowing the provisioning of information from across the environment The main Microsoft SQL database that stores the Control Manager system configuration A set of web services that developers use for integrating the Control Manager provisioning server to add, delete, or modify configurations from within the Avaya environment Table continues January 2018 Avaya Control Manager Overview and Specification 9

10 Overview Component 5 Control Manager Web Portal 6 Control Manager Connectors Description The management interface that provides complete access to all the features of Control Manager. The Web portal can be used in a variety of scenarios ranging from product-specific managements to overall suite management Used to integrate and manage the Engagement OnAvaya Aura Unified Communication/Contact Center as a Service (UCaaS/CCaaS) applications Control Manager is not intended to completely replace every single Avaya product administration tool task that is not what it is for. Its main purpose is to provide a single centralized administration tool which is user friendly, and simple to use. This allows technical and nontechnical users to administer the key day to day administration tasks across their complete Avaya solution. It allows for one time definition and ongoing management of many entities and data relevant to contact center systems, including the following: User management Agent management Team management Organizational structure management Communication Manager unified communication and contact center entities. For the list of entities, see Using Avaya Control Manager. Call Flows (Communication Manager vectors, experience portal flows and proactive outreach manager strategies) Roles and permissions Features The following sections provide a brief description of the functionality of the features that Control Manager provides in support for various Avaya products. Control Manager provides: Centralized management and administration of all contact center applications. Personalized thin client application interface. Real-time monitoring and historical analysis of agents, skills, Vector Directory Numbers (VDNs), campaigns, and other business data. Visual call flow designing and vector management. Role-based permissions and multi-tenancy support. Full Microsoft Active Directory integration with single sign-on (SSO) functionality. January 2018 Avaya Control Manager Overview and Specification 10

11 Features Centralized management and administration The following table provides an overview of the key administration tasks that Control Manager provides for each of the Avaya products: Avaya Product Avaya Aura Call Center Elite Avaya Aura Communication Manager Administration Features Support Managing Call Center Agents and Agent Skills Assignment Managing Call Center Supervisors, Managers, Users and Administrators Managing Control Manager Objects related to the Contact Center Control Manager Skills Management VDN's Management Holiday Tables Management Announcement Management Service Hours Management Time of the day Tables Management Policy Routing Tables Management Vectors/Call Flows Management Vector Routing Tables Management Variables Management VU Stats Management Extensions Management Off PBX Station Mapping Management Off PBX Telephone Configuration Management Coverage Path Groups Management Coverage Answer Group Management Coverage Time of the day Management Coverage Remote Management Hunt Groups management Pickup Groups Management Intercom Groups Management Page Groups Management Term-Ext Groups Management Data Module Management Abbreviated Dialing Plans Management Abbreviated Dialing Personal Management Table continues January 2018 Avaya Control Manager Overview and Specification 11

12 Overview Avaya Product Avaya Aura System Manager / Session Manager Avaya Aura Messaging Avaya Modular Messaging Administration Avaya Aura Contact Center Avaya Interaction Center Avaya Aura Call Center Elite Multichannel Avaya Proactive Contact Call Management System Administration Features Support Abbreviated Dialing System Management Abbreviated Dialing Enhanced Management Dialing Plans Management Users SIP Stations Create Subscriber Manage Subscriber Delete Subscriber Create Subscriber Manage Subscriber Delete Subscriber Create/Edit/Remove Agent Create/Edit/Remove User Blending with Call Center Elite Move Agent from Voice To Multimedia Automatically Schedule Skill Changes Create IC Skills Control IC Skills Control IC Agents Control Elite Agents Channel management Support Address Book Management Assign Agents to Voice/Multimedia User Administration Agent Administration Manage Users Manage Agents Partitioning Add Agent Change Agent Delete Agent Skills Management VDN's Management Vectors Permissions Management Table continues January 2018 Avaya Control Manager Overview and Specification 12

13 Features Avaya Product Avaya Proactive Outreach Manager Avaya Aura Experience Portal Avaya Aura Workforce Optimization Avaya one-x Agent Administration Features Support User Access Rights Campaign Management Strategies Management Lists management Address books Scheduled Jobs and Actions Proactive Outreach Manager Applications Codes and Agent Scripts Management Generate Proactive Outreach Manager Reports Experience Portal Dynamic Menus Experience Portal Dynamic Prompts Experience Portal DNIS>APP Mapping Schedule Changes in your Experience Portal Applications Experience Portal Transfer Destinations Manage WFO Agents Manage WFO Users Manage WFO Agent Skills Assignment Manage QM Groups Manage WFO Extensions Template Management Agent Management Supervisor Management Group Management Hot-Desking Contact List Management Role Management LDAP Integration LDAP Provisioning Central Management of Agents and Supervisors across all Avaya systems High Availability (HA) Support VMware Deployment Option Uses Microsoft Windows Operating System Supports Agent Skill Management Includes Organizational Structure Support January 2018 Avaya Control Manager Overview and Specification 13

14 Overview Note: 1. For Unified Communications only solutions, (no Contact Center applications), Avaya strongly recommends using Avaya Aura System Manager as the key administration tool. Control Manager can be used to provide a subset of the administration tasks such as user setup, day-to-day management and also to provide additional capabilities such as Multi-Tenancy, Roles Based Access and support for multiple Communication Manager systems. 2. For Contact Center solutions including Unified Communications, Avaya Aura System Manager is also required. In this type of environment Control Manager can be utilized to provide centralized technical and non-technical user administration across the complete solution for the key day-to-day management tasks. Avaya product administrator native tools such as Avaya Aura System Manager still need to be utilized to provide technical administration for the more complex administration tasks, Role based permission engine Control Manager supports a role based permission engine that allows users to secure every single feature, tab, field and button across the main Unified Communication and Contact Center applications and systems. The permission engine allows an administrator to assign roles that have access to a defined set of Control Manager administrative functions. The administrator then assigns roles to a user or group of users. The role permission assignments determine which objects can be viewed by the user or supervisor and which actions can be performed for each application, thus restricting each user to view only his team or group. With Control Manager Permission engine, administrators can utilize the following across the Avaya Aura environment: A tailor made permissions engine that allows control of each aspect of the application. Set up multi-tenancy support. Flexibility to filter users, VDNs, and skills based on each one of the users permissions. Implement Active Directory integration. Microsoft Active Directory integration The Control Manager LDAP integration capability allows administrators to configure Control Manager to work with Active Directory. Users from Active Directory can be automatically synchronized to Control Manager and all relevant Avaya systems with their permissions including SSO (Single Sign-On) authentication. The following features are enabled through Active Directory Provisioning: User Management Manage user records and their permissions across the different applications that Control Manager integrates with. January 2018 Avaya Control Manager Overview and Specification 14

15 Features Agent Management Provision Agents into Communication Manager and related systems. Extension Management Provision extensions into the Communication Manager based on Control Manager Templates. Control Manager Integration to Active Directory is done through Active Directory Group Mapping to the Control Manager object. Each Control Manager role can be mapped to a specific Active Group and the group mapping between the Control Manager Roles and the Active Directory group enables administrators to provision Users from Active directory directly into Control Manager and all of the relevant Avaya systems within the environment. Within Control Manager each Extension Template can mapped to an Active Directory group. This mapping enables the administration of extensions into the Communication Manager directly from Active Directory. Active Directory integration also enables the provisioning of Users/Agents into a specific part of an organizational chart. This is achieved by mapping a specific Control Manager team to an Active Directory group to facilitate the provisioning. Based on the mapping between an Active Directory group and a Control Manager team, the Control Manager provisioning server is able to provision a user by the following means. Assigning the User to a team in the Control Manager Organization Chart. Provisioning the User to the relevant Avaya systems based on the assigned Location (the Control Manager Team is assigned to a Control Manager Location Based Architecture in the Control Manager Organization Chart). Multi-tenancy The Control Manager multi-tenancy function allows every object (VDNs, vectors, skills, agents, and more) that is administered to be assigned to a tenant and provisioned to the relevant Avaya system, based on its administered location with Role Based Access Controls. System transparency is maintained as well as uncompromising customer privacy and security. A user that January 2018 Avaya Control Manager Overview and Specification 15

16 Overview is defined in Control Manager can be assigned to specific tenant(s) that they can view, and this controls their ability to access the tenant related objects. Control Manager supports a maximum of 250 tenant partitions as part of the multi-tenancy capability. Multiple location support Control Manager provides the ability to manage unlimited number of locations and Avaya systems that can be linked into a single administration entity. The Control Manager location-based administration provides the customer with the ability to manage everything based on a location instead of using an approach that forces you to manage "IP address/system" schemas. Every single call or contact center object that is managed in the Control Manager environment (VDN, vector, skill, agent, extension and more) is assigned to a location and provisioned to the relevant Avaya system based on that location from a single web interface that integrates to all the Avaya Aura Communication Manager systems within the environment. Schedule server The Schedule server is a feature that allows users to schedule administrative tasks. The tasks you can schedule are any administrative action that Control Manager supports. It provides the ability to schedule administrative tasks on a daily, weekly, and monthly time frame. There are two different types of scheduled tasks within Control Manager: Scheduled Tasks Entity Based Schedule Wizard Based Schedule Description Control Manager enables users to delay a save action from the Control Manager user interface. In every system screen there are two different save icons. Standard Save button - for immediate execution. Delayed Save button - for scheduled execution. Centralized License Tracker Control Manager Central License Tracker provides the ability to track license usage and trunk and capacity measurements from across the Avaya environment. Trunk and capacity measurement data is captured from Avaya Aura Communication Manager and analyzed by Control Manager for improved traffic analysis. January 2018 Avaya Control Manager Overview and Specification 16

17 Features Note: The Avaya Aura Contact Center application cannot currently be tracked as all licenses are not tracked on PLDS. The expectation is that this capability will be included in a future release. For further information about the Control Manager Centralized License Tracker tool, see Using Avaya Control Manager Central License and Traffic Tracker. Control Manager API and SDK The Control Manager API is a set of Web Services that enable developers to integrate to the Control Manager provisioning server in order to add/delete/modify configurations in the Avaya environment. The Control Manager API was designed as an integral part of the Control Manager Architecture and enables the management of users, agents, extensions, skills management and other key entities across the Avaya environment. The Control Manager application server provides external system integration capabilities Almost any system that can be integrated to Control Manager Standard SOAP integration allows quick implementation The integration is managed from the Control Manager UI Integration samples: Non-Avaya WFM systems, Recording systems etc. January 2018 Avaya Control Manager Overview and Specification 17

18 Overview Control Manager API also supports the use of Control Manager Templates and profiles which allows you to: Create agent with default settings including Control Manager Skills Management and skill levels. Simplify the API usage by reducing the number of parameters to just 1. The following diagram and notes show an example of the Control Manager API flow: The external application calls the Control Manager Web Services API. Authentication process. Every request that goes through the Control Manager API must use a Control Manager user name and password for authentication. All the Control Manager roles and permissions are also enforced on the API, so if your API user doesn t have permissions to perform a certain operation the user will be rejected. If the authentication was successful the request arrives at the application server. The application server transforms the request into the provisioning server format. The provisioning server provisions the information into the relevant Avaya systems. After the provisioning server successfully updates the integrated Avaya systems the Control Manager database is updated with the configuration change. Control Manager API and SDK Notes Developers need to write their own custom piece of code in any programming language that supports requests over HTTP/TCP/UDP. The code developed needs to receive requests from the Control Manager provisioning server and should handle the provisioning process into the 3rd party system. The code will be triggered by the Control Manager provisioning server. January 2018 Avaya Control Manager Overview and Specification 18

19 Features The Control Manager API includes a sample application that is written in C# programming language. The sample application provides examples for the following administration feature integrations. Adding a new user Updating a user Deleting a user Adding an agent Updating an agent Deleting an agent Adding an Extension Updating an Extension Deleting an Extension Retrieving a list of users Retrieving a list of agents Retrieving a list of extensions Adding an application and a role to a user Retrieving a list of Control Manager Skills Management assigned to an agent Updating agent Control Manager Skills Management API Integration Examples Identity Management Description Requirement is to provision every new extension that is created into a 3rd party application; for example, MindCTI call accounting system: The customer develops a custom code that provisions an extension into the MindCTI call accounting system. Control Manager is configured to send every add/ change/delete command of an Extension to the custom connector 3rd Party Call Recording Requirement is to provision every new contact center agent that is created into a Nice recording system The customer develops a custom code that uses the NICE API to provision new agents. Control Manager was configured to send every add/change/delete command of an agent to the custom connector. Table continues January 2018 Avaya Control Manager Overview and Specification 19

20 Overview API Integration Examples Description As a result Control Manager was integrated to 3rd party Call Recording solution and provisions Agents For further information about the Control Manager API, see Using Avaya Control Manager API. Control Manager templates A Control Manager template is a predefined object configuration that can be used to create new extensions, VDNs, skills, or agents. By default, a Control Manager installation creates the standard pre-defined templates for Communication Manager. Note: To obtain support for any Communication Manager extension which is not listed in the predefined templates, contact your Avaya representative. Control Manager Visual Phone Control Manager Visual Phone is a self-service web based application that enables users, supervisors, and contact center agents to manage their own phone features from a graphical user interface. See the following example of the user interface: January 2018 Avaya Control Manager Overview and Specification 20

21 Features The Visual Phone application includes: Drag and drop interface. Phone button assignment management. Password reset. Permissions support to secure only specific button assignments. Supports Avaya phone types such as: 96XX, 16XX, 24XX, 64XX, 46XX. Soft phones support. Supports SSO login. Microsoft SharePoint integration capability. Audit Log With Audit Logging, changes within the Avaya environment get logged into an audit log table so the entire change history of the environment is available for review. There are three types of Audit Logs that are managed by Control Manager: System Audit Log tracks all changes that are done on different entities within the system including changes that are done directly within Communication Manager (through SAT). Control Manager Admin changes shows changes that are done to administrative data within Control Manager (Configuration section). Control Manager List History shows all of the commands that have been run on the Communication Manager system. Control Manager uses List History to get details about any changes made directly on the Communication Manager system. Users access the Audit Logs using the Audit Log Portal and every change that was made in the environment will be shown in the audit log. The main audit log page displays the audited objects, location, user that performed the change, and the time/date of the change. January 2018 Avaya Control Manager Overview and Specification 21

22 Overview Conversation Sphere Control Manager Conversation Sphere is a Web-based designer studio that enables the users to design processes within Control Manager. With Control Manager Conversation Sphere, users can use a single flow to create the entire routing cycle between Experience Portal applications, Communication Manager vectors, Proactive Outreach Manager applications, and more. Conversation Sphere allows a user to do the following: Openly design any conversation and connect multiple Avaya designing environments in one screen Access conversations based Control Manager permissions Import/export conversations Validate vectors Save draft conversations before uploading the conversation to the system Manage multiple versions of a conversation Fully document conversation steps Conversation Sphere also enables free text search capabilities to search reports data without the need to generate, customize or filter contact center reports. The Conversation Sphere personal user interface design enables users to define the menus, quick links, and URL shortcuts. For further information, see Using Avaya Control Manager Conversation Sphere. January 2018 Avaya Control Manager Overview and Specification 22

23 Features Unified Communications administration Control Manager supports multiple key administration capabilities of many Avaya Unified Communication products including the following: Centralized management of the environment's users and administrators Communication Manager Avaya Aura System Manager Avaya Aura Session Manager Avaya Aura Messaging Avaya Modular Messaging Unified Communication features in Control Manager Control Manager supports the following Unified Communications entities: Unified Communication Entity Extensions Management Description Control Manager allows for multiple Extensions setup and configurations. Following are the key agent administration capabilities: Provision Add/Change/Remove commands to the Communication Manager through Control Manager user friendly User interface. Single point of administration for all of the extension management features such as Control Manager Messaging Systems Support, Avaya WFM, Release and Busyout etc. Supports all of ASA fields. Supports extensions Control Manager Templates. Supports searching for objects. Provides permissions to add, delete, edit, and view extension management. Off-PBX Station Mapping Configuration Off-PBX Telephone Configuration Includes a self-service Visual Phone interface for button assignment, soft button assignment, password reset etc. Allow users the ability to add, edit, and delete off-pbx-stationmappings. The off-pbx-station-mapping feature is identical to the screen that appears in the Control Manager. Allows users the ability to add, edit, and delete off-pbx telephone configurations. Table continues January 2018 Avaya Control Manager Overview and Specification 23

24 Overview Unified Communication Entity Coverage Groups Support Coverage Answer Group Configuration Coverage Time of the day Configuration Coverage Remote Configuration Hunt Groups Support Pickup Groups Configuration Description The off-pbx-station-mapping feature is identical to the screen that appears in the Control Manager. Supports searching for objects. Provides permissions to add, delete, edit, and view coverage groups. Assigns the object to a Control Manager Location which can partition your environment Answer Group feature allows users to manage coverage answer group configurations: Supports searching for objects. Provides permissions to add, delete, edit, and view coverage answer groups. Assigns the object to a Control Manager Location which can partition your environment Allows users to manage coverage time-of-day configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view coverage time of day configurations. Assigns the object to a Control Manager Location which can partition your environment Allows users to manage coverage remote configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view coverage remote configurations. This object is assign to a Control Manager Location which can partition your environment Supports searching for objects. Provides permissions to add, delete, edit, and view hunt groups. This object is assign to a Control Manager Location which can partition your environment Allows users to manage the pickup group s configurations. Support Drill down capability to extensions management from the Pickup Group tables with dynamic links. Supports searching for objects. Provides permissions to add, delete, edit, and view pickup groups. This object is assign to a Control Manager Location which can partition your environment. Table continues January 2018 Avaya Control Manager Overview and Specification 24

25 Features Unified Communication Entity Intercom Groups Management Page Groups Management Term-Ext Groups Abbreviated Dialling Groups Management Abbreviated Dialling Personal Management Abbreviated Dialling System Management Description Allows users to manage intercom group configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view intercom groups. This object is assign to a Control Manager Location which can partition your environment. Allows users to manage Page group s configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view paging groups. This object is assign to a Control Manager Location which can partition your environment. Allows users to manage Term-Ext Groups configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view terminating extension groups. This object is assign to a Control Manager Location which can partition your environment. Allows users to manage Abbreviated Dialling Group configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view abbreviated dialling groups. This object is assign to a Control Manager Location which can partition your environment Allows users to manage Abbreviated Dialling Personal configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view abbreviated dialing personal management. This object is assign to a Control Manager Location which can partition your environment. Allows users to manage Abbreviated Dialling System configurations Supports searching for objects. Provides permissions to add, delete, edit, and view abbreviated dialling system management. This object is assign to a Control Manager Location which can partition your environment. Table continues January 2018 Avaya Control Manager Overview and Specification 25

26 Overview Unified Communication Entity Abbreviated Dialling Enhanced Management Description Allows users to manage Abbreviated Dialling Enhanced configurations Supports searching for objects. Provides permissions to add, delete, edit, and view abbreviated dialling enhanced management. Holiday Table Management This object is assign to a Control Manager Location which can partition your environment Allows for the creation of holiday tables Supports searching for objects. Provides permissions to add, delete, edit, and view holiday tables. This object is assign to an Control Manager Location which can partition your environment Announcements This object is assign to a Control Manager Location Based Architecture which can partition your environment. Replaces the need to use Avaya Voice Announcement Manager Enables uploading announcement files directly from the Control Manager UI. Alias names support to rename numbers into names. Support searching for objects. Service Hours Management Provides permissions to add, delete, edit, and view announcements. Supports searching for objects. Provides permissions to add, delete, edit, and view service hours management. Time of the Day Management This object is assign to an Control Manager Location which can partition your environment Allows for the creation of Time of the Day tables Supports searching for objects. Provides permissions to add, delete, edit, and view time of day management. Policy Routing Tables Management This object is assign to an Control Manager Location which can partition your environment Allows users to manage Policy Routing Tables configurations. The Policy Routing Tables is identical to the screen that appears in the Control Manager. Supports searching for objects. Provides permissions to add, delete, edit, and view policy routing tables. Table continues January 2018 Avaya Control Manager Overview and Specification 26

27 Features Unified Communication Entity Variables Management VU Stats Management Description This object is assign to an Control Manager Location which can partition your environment Allows users to manage Variables configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view variables. This object is assign to an Control Manager Location which can partition your environment Allows you to manage VU Stats configurations. Supports searching for objects. Provides permissions to add, delete, edit, and view VU Stats. This object is assign to an Control Manager Location which can partition your environment Call Management System Dictionary Management Control Manager supports Call Management System integration. It replaces the need to manually update the CMS dictionary. It has the following capabilities. Every add/change/delete command of agents, Control Manager skill management, Control Manager VDN management, and vectors is updated in the CMS Dictionary. Simple and easy Administration of CMS agent groups. Enables users and permissions management in CMS. The Control Manager security engine controls the CMS user access rights. Control Manager Avaya IQ Dictionary Management Control Manager supports Avaya IQ integration. It replaces the need to manually update the Avaya IQ dictionary. It has the following capabilities. Simple and Easy Administration of Avaya IQ Groups. Enables User and permissions management in Avaya IQ. Role-based permission control the Avaya IQ user access rights Control Manager Dialing Plan Management The Control Manager dialing plan allows users to manage the numbering logic of the environment. Each Unified Communications object or contact center object is handled separately in the dialing plan, and the management features can be enabled and disabled for each object. For each object you can enter the start/end range for numbering. The dialing plan is assigned to the location to support numbering ranges for Multi-tenant, Multi-site and Multi-Control Manager environments. There are two types of dialing plans that can be used in the Control Manager environment. January 2018 Avaya Control Manager Overview and Specification 27

28 Overview Dialling Plan In Range Range Management Description When this feature is enabled, each time a new object is created, the system will check if the object number is within the range defined in the location s dialing plan. If the number is outside of the range, the user will not be able to create the object When this feature is enabled, the system handles assigning numbers automatically for each new object, based on the location s dialing plan. Control Manager also enables the creation of multi-ranged dial plans per locations. Users can decide multiple ranges to any entity they wish to manage: User can create Location A and Location B. Decide that for Location A, extensions will be assigned from numbers 1-12, , Decide that for Location B, extensions will be assigned from numbers , 3010, Multi-Range assignment is supported for all managed contact center entities and Unified Communication entities. Control Manager Messaging Support Control Manager supports the following across Avaya s Unified Communication Messaging solutions. Control Manager offers an easy- to- use interface to manage the key messaging features: One point of administration of all messaging features on the same extension configuration screen. Create, manage, and delete messaging subscribers automatically through Control Manager LDAP Integration. Contact center administration Control Manager supports multiple key administration capabilities of many Avaya contact center products: Avaya Aura Communication Manager Call Management System Dictionary Management Avaya IQ Dictionary Management Avaya Aura Contact Center Avaya Aura Call Center Elite Multichannel Interaction Center Avaya Proactive Contact January 2018 Avaya Control Manager Overview and Specification 28

29 Features Avaya Proactive Outreach Manager Avaya Aura Experience Portal Avaya Aura Workforce Optimization Avaya one-x Agent Control Manager support for Avaya Aura Call Center Elite Multichannel Control Manager supports the following features of Call Center Elite Multichannel: Integrates with the Call Center Elite Multichannel configuration services. Central Web-based administration of users, agent configurations, and applications. Support Central Management of separate Call Center Elite Multichannel instances as one big environment. Dictionary updates of the Call Center Elite Multichannel IDS database. Control Manager support for Avaya Interaction Center Control Manager supports the following Interaction Center integration: Integrates with Interaction Center and enables agent management. Creates and controls Interaction Center skills including Bulk Skill Assignment. Controls your Interaction Center agents and Call Center Elite Multichannel agents from one web based interface. Supports Interaction Center Channel Management. Supports Address Book Management. Supports Agent Options. Assigns Agents to tasks loads and enables you to control Multimedia & Voice activities from Control Manager. Control Manager integration with Avaya Aura Contact Center Control Manager supports Avaya Aura Contact Center integration with Avaya Aura Call Center Elite in the following ways: Control Manager integrates with Avaya Aura Contact Center and enables blending with Avaya Aura Call Center Elite in the same environment. Contact Center agents and skills can be managed from a single interface including the ability to move block of agents from system to system. Agents can be moved from Voice to Multimedia through the Control Manager user interface. Skills changes can be also automatically scheduled on an intra-daily, daily, weekly and monthly basis with Control Manager Schedule Server Control Manager offers an easy to use user interface to create all the agents and users which will be provisioned to Avaya Aura Contact Center. All Avaya Aura Contact Center features will be presented in Control Manager user management screen. January 2018 Avaya Control Manager Overview and Specification 29

30 Overview Creating a user or an agent in the Control Manager user interface is provisioned to all selected systems including Control Manager for Avaya Aura Call Center Elite How Avaya Aura Contact Center integrates with Control Manager The following diagram and steps show the process for integrating Control Manager with Avaya Aura Contact Center: 1. Control Manager Web Interface sends a change skill request to the Control Manager Provisioning Server. 2. The Provisioning Server receives the request and analyses the skill list. There are Avaya Aura Call Center Elite Skills and Avaya Aura Contact Center Skills, so the Control Manager provisioning server first updates Avaya Aura Call Center Elite via the Control Manager Library that is part of the Provisioning Process. 3. After a successful transaction (configurable, can work also in case of failure) the provisioning process calls the Avaya Aura Contact Center library that calls the Avaya Aura Contact Center middle tier web services directly from the Control Manager provisioning server. 4. The Avaya Aura Contact Center middle tier updates the Avaya Aura Contact Center Environment. Control Manager support for Avaya Proactive Contact Control Manager supports integration with Avaya Proactive Contactproviding the following management functions: Centralized Management for Proactive Contact. January 2018 Avaya Control Manager Overview and Specification 30

31 Features Manage Proactive Contact Users and Agents from Control Manager. Enhanced Security and Permissions the enable partitioning of Proactive Contact Control Manager integration with Proactive Outreach Manager includes a web based user friendly interface that allows non-technical users and advanced users to manage all campaign related activities in a single place. Control Manager includes the key capabilities of the Proactive Outreach Manager management console with full support of managing the Proactive Outreach Manager configurations from Control Manager user interface including the following functions. Campaign Management Strategies Management Lists management Address books Scheduled Jobs and Actions Proactive Outreach Manager Applications Codes and Agent Scripts Management Generate Proactive Outreach Manager Reports Control Manager support for Avaya Aura Workforce Optimization Control Manager supports Avaya Aura Workforce Optimization (WFO) integration allowing a number of WFO administration features to be managed by Control Manager: Centralized Management for WFO. Manage WFO Users and Agents from Control Manager. Manage WFO Agent Skills Assignment. Manage QM Groups. Manage WFO Extensions. Control Manager support for managing Avaya one-x Agent Control Manager provides the ability to manage Avaya one-x Agent client configurations from a central repository. The Avaya one-x Agent Central Administrative Management (CAM) feature within Control Manager can manage the following key administration functions: Configuration Server for Client Authentication. Profile Management. Template Management. Stores the Contact History of all the Users. Multiple Client Authentication Modes support such as: Basic Authentication, SSO, and Mixed. Hot-Desking Support. January 2018 Avaya Control Manager Overview and Specification 31

32 Overview Multiple Domain Support. LDAP Based Provisioning of Users. The Avaya one-x Agent CAM is part of Control Manager and includes the following three components: Component Central Management Database Configuration Service Administration Portal Description A database that stores the configuration of Avaya one-x Agent clients. A Web service that communicates with Avaya one- X Agent clients for authentication and retrieving and storing client data Web portal for administrators to manage the profiles of Avaya one-x Agent client and other administrative parameters How Control Manager integrates with Avaya one-x Agent The following diagram and steps show the process for integrating Control Manager with Avaya one-x Agent: January 2018 Avaya Control Manager Overview and Specification 32

33 Features 1. The Avaya one-x Agent client sends an HTTP request to the centralized admin web service layer. Note: The web services can be distributed across the 1-N servers. 2. Each web service accesses the Control Manager database with the user s credentials. 3. The database layer retrieves the entire configuration of the desired Agent. 4. The Avaya one-x Agent client receives the configuration data as an XML file generated by the application layer. January 2018 Avaya Control Manager Overview and Specification 33

34 Overview What s new in this release This section provides an overview of the features and enhancements for this release of Control Manager. Reports portal Control Manager has a new Reports portal that provides a user the ability to create administrative reports based content that are stored within the Control Manager database. The reporting portal provides the following key capabilities: Users can create and customize administrative reports utilizing drag and drop report creation mechanisms. Users can save personal reports, share reports or create permissions to view. Reports can be grouped by; Sorted and Data can be summarized. Reports support both CSV and HTML formats The Control Manager administrative reports include information such as: Users Roles and permissions Organizational structure Extensions Skills VDNs New Resource Management Portal The Resource Management Portal allows a user to perform a variety of tasks such as reserving an Avaya ID for a certain object ID when that object is deleted. The ID is locked for a defined period and cannot be used until after that period or until it has been manually unlocked. Bulk Action Updater A new Bulk Actions Portal is available to enable users manage multiple change actions in addition to the single change mechanism already available. This simplifies and speeds up implementation of multiple changes for the management users. The Bulk feature supports Bulk Add, Bulk Edit and Bulk Delete entities across the following Avaya products: Communication Manager January 2018 Avaya Control Manager Overview and Specification 34

35 What s new in this release Avaya Aura Call Center Elite Avaya Aura Messaging Avaya Aura Call Center Elite Multichannel Avaya Aura Contact Center Avaya Interaction Center Avaya Aura System Manager Avaya Call Management System (CMS) The Bulk Action feature supports changes to the following entities: User provisioning Agent provisioning Extensions Subscribers VDNs Skills The completion time of bulk changes depends upon the number of changes and the specific applications involved. The following table provides some guidance on execution timing but timing maybe shorter or longer depending on factors such as network latency. Product Communication Manager Avaya Aura Messaging Avaya Aura Contact Center Avaya Interaction Center Avaya Aura System Manager CMS agents, VDNs, skills CMS users Approximate Change Time The first connection from the bulk action is 2 seconds plus 300 ms per second The first connection from the bulk action is 2 seconds plus 500 ms per second The first connection from the bulk action is 2 seconds plus 1 second per second The first connection from the bulk action is 2 seconds plus 1 second per second The first connection from the bulk action is 2 seconds plus 1.5 seconds per second The first connection from the bulk action is 2 seconds plus 500 ms per second The first connection from the bulk action is 2 seconds plus 2 seconds per second January 2018 Avaya Control Manager Overview and Specification 35

36 Overview Bulk Skill Assignment Bulk Skill Assignment is a unique self-service feature in Control Manager that enables users to access a user friendly interface to create a one- time skill assignment command to multiple Agents. Users, Supervisors and Administrators can view only specific Agents according to their permissions. Bulk Skill Assignment is supported by Control Manager Schedule Server. The bulk skill provisioning supports all of Control Manager supported systems such as Avaya Aura Call Center Elite, Avaya Aura Contact Center, Interaction Center, Avaya Aura Call Center Elite Multichannel, and Avaya Aura Workforce Optimization. Profile Manager Wizard The Profile Manager Wizard allows management users to automate the on-boarding of new users by utilizing pre-defined user profile templates. With this new Profile Manager Wizard, super-users can create, modify and delete lower level user profiles offering a significant saving in time. In addition to the existing supported templates for extensions, VDNs, agents and messaging, this release of Control Manager introduces the following new templates to support the Profile Manager Wizard: SIP Avaya Aura Contact Center User Template Avaya Interaction Center User Template Avaya one-x Agent Templates A profile can be a combination of many variables including the following: Contact Center Properties, for example, agent configurations Contact Center Applications, for example, Avaya Aura Call Center Elite Multichannel, CMS, and others Unified Communication Properties Stations, messaging subscribers, SIP user, etc. The Profile Manager Wizard allows users to make the following changes. Add a new profile Edit an existing profile Delete a profile Search for a profile Clear search results January 2018 Avaya Control Manager Overview and Specification 36

37 What s new in this release Web Based Media Distribution Portal The Media Distribution Portal provides the ability to centrally manage different media types (MP3 and WAV file) and distribute the media and other file types across various Unified Communication and Contact Center applications that are part of the Avaya Aura Contact Center solution. A single media file can be distributed to multiple applications/products within the Avaya environment The following file transfer protocols are supported: FTP FTPS SFTP HTTP Samba TFTP Custom web service All key activities within the Media Portal are fully audited by Control Manager. File Type MP3 WAV Maximum File Size 20 MB 20 MB New user interface design Control Manager 7.1.x introduces a new user interface design based on the Windows Store design found with products such as Windows 8. This new interface is designed to be light, quick and provides a more intuitive user experience by saving time and effort in operational administration updates by simplifying the over configuration process. This new interface uses Tiles to group different entities within Control Manager. For this release, the following Control Manager portals and screens have been enhanced to support to HTML 5: Configuration portal (the entire CFG tab from the existing 7.0 version) Media Portal Bulk Portal Reporting Portal Role management (the entire existing Permissions tab) License tracker POM portal Conversation Sphere January 2018 Avaya Control Manager Overview and Specification 37

38 Overview Schedule portal Also included is a Tile Pinning feature to allow users to create a Tile shortcut to any Control Manager portal, screen, and function. This is a powerful personalization feature providing faster access and execution. The following illustration shows the main components of the new Control Manager interface: Call-out Component Name Description 1 Tiles Tiles are used for navigation between Control Manager screens. 2 Search box The search box appears at the top of the screen. The search box allows the user to quickly navigate and search for information. This search box can be used instead of the tile for navigation. 3 Breadcrumb The breadcrumb feature shows the last screens that the user navigated. By clicking on a breadcrumb link, the user can quickly jump back/forward between screens. 4 PIN The PIN option allows the user to create a shortcut of the existing page. The shortcut is created as a tile. 5 Personalization The personalization menu allows the user to control numerous personalized parameters within their environment January 2018 Avaya Control Manager Overview and Specification 38