Avaya Enterprise Cloud: xcaas Solution Release Notes

Transcription

1 Avaya Enterprise Cloud: xcaas Solution Release Notes Release Issue 1 December 2017

2 2017 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published in varying mediums which may include product information, operating instructions and performance specifications that are generally made available to users of products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of Documentation unless such modifications, additions, or deletions were performed by or on the express behalf of Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or Documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: ils?detailid=c under the link Warranty & Product Lifecycle or such successor site as designated by Avaya. Please note that if You acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to You by said Avaya Channel Partner and not by Avaya. Hosted Service means an Avaya hosted service subscription that You acquire from either Avaya or an authorized Avaya Channel Partner (as applicable) and which is described further in Hosted SAS or other service description documentation regarding the applicable hosted service. If You purchase a Hosted Service subscription, the foregoing limited warranty may not apply but You may be entitled to support services in connection with the Hosted Service as described further in your service description documents for the applicable Hosted Service. Contact Avaya or Avaya Channel Partner (as applicable) for more information. Hosted Service THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, UNDER THE LINK AVAYA SOFTWARE LICENSE TERMS (Avaya Products) OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 2

3 DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Instance means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine ( VM ) or similar deployment. License types Designated System(s) License (DS). End User may install and use each copy or an Instance of the Software only on a number of Designated Processors up to the number indicated in the order. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, Instance, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software. Cluster License (CL). End User may install and use each copy or an Instance of the Software only up to the number of Clusters as indicated on the order with a default of one (1) Cluster if not stated. Cluster means a group of Servers and other resources that act as a single system. Enterprise License (EN). End User may install and use each copy or an Instance of the Software only for enterprise-wide use of an unlimited number of Instances of the Software as indicated on the order or as authorized by Avaya in writing. CPU License (CP). End User may install and use each copy or Instance of the Software on a number of Servers up to the number indicated in the order provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not reinstall or operate the Software on Server(s) with a December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 3

4 larger performance capacity without Avaya s prior consent and payment of an upgrade fee.. Named User License (NU). You may: (i) install and use each copy or Instance of the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use each copy or Instance of the Software on a Server so long as only authorized Named Users access and use the Software. Named User, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya s sole discretion, a Named User may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Shrinkwrap License (SR). You may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as shrinkwrap or clickthrough license accompanying or applicable to the Software ( Shrinkwrap license ). Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December The Heritage Nortel Software is the software contained within the list of Heritage Nortel Products located at under the link Heritage Nortel Products, or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Virtualization The following applies if the product is deployed on a virtual machine. Each product has its own ordering code and license types. Note that each Instance of a product must be separately licensed and ordered. For example, if the end user customer or Avaya Channel Partner would like to install two Instances of the same type of products, then two products of that type must be ordered. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the products, Documentation or on Avaya s website at: or such successor site as designated by Avaya. The open source software license terms provided as Third Party Terms are consistent with the license rights granted in these Software License Terms, and may contain additional rights benefiting You, such as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components, to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Terms. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 4

5 The following applies only if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Service Provider THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER S EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER. WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729 CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE THE H.264 (AVC) CODEC IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Compliance with Laws You acknowledge and agree that it is Your responsibility for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Security Vulnerabilities Information about Avaya s security support policies can be found in the Security Policies and Support section of Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow ( 515). December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 5

6 Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, its licensors, its suppliers, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 6

7 Contents Chapter 1. Introduction... 9 Introduction... 9 About this release... 9 Release History Release Release Release Release Release Features not supported Non-supported features of Call Centre Elite Non-supported features of Avaya Aura Experience Portal Non-supported features of Avaya Aura Messaging Non-supported features of Avaya Control Manager Non-supported features of Avaya Equinox Components Avaya POD FX management components Chapter 2: Links to Product Release Notes Release notes for the components of Avaya Enterprise Cloud: xcaas Avaya POD FX management components Chapter 3: Resolved issues Issues resolved Chapter 4: Known issues and workarounds Known issues and workarounds Chapter 5: Capacity and Scalability Avaya Enterprise Cloud: xcaas Avaya Session Border Controller (Avaya SBC) scaling for Avaya Enterprise Cloud: xcaas solution Avaya Session Border Controller sizing HA and Geo-redundancy Deployment recommendation of EMS & Session Border Controller on VMware Chapter 6: Limitations Limitations of Avaya Enterprise Cloud: xcaas Chapter 7: Upgrades Upgrading to Avaya Enterprise Cloud: xcaas Release December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 7

8 Chapter 8: Related resources Documentation Training Viewing Avaya Mentor videos Support Appendix A: Avaya Equinox Conferencing Overview Support for solution capabilities Primary interface Network connections Constraints Using Avaya Equinox Conferencing with Avaya Enterprise Cloud: xcaas Appendix B: MT Model: Migrating CMS objects to a CMS Multi-tenant system Manual migration using CMS Supervisor Migration steps using script provided by ACM team December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 8

9 Chapter 1. Introduction Introduction This document provides a brief description of operational considerations for the Avaya Enterprise Cloud: xcaas solution in this release. About this release Avaya Enterprise Cloud: xcaas Release (Release 2.0 Feature Pack 1 Service Pack 1) is a maintenance release following on the feature pack release of the Avaya Enterprise Cloud: xcaas Release in October The product updates available in xcaas Release are described below. All other product releases in the solution remain the same as in Avaya Enterprise Cloud: xcaas Release For information on the content of each product update, refer to the appropriate product release notes. Avaya Control Manager Note 1: Existing customers with ACM can continue to use the release if Avaya Oceana is not deployed. Note 2: ACM introduces support for a new Avaya Aura Experience Portal (AAEP) outbound meter that measures AAEP outbound calls. The new meter can be disabled with the ACM MIBC patch if a material code is not provisioned for the new meter. Avaya Aura 7.1.2: Avaya Aura System Manager (with WebLM) Avaya Aura Session Manager Avaya Aura Device Services Avaya Aura Communication Manager Avaya Aura Utility Services Avaya Aura Application Enablement Services G450 Media Gateway Avaya Aura Media Server Release 7.8 (for Avaya Aura Communication Manager) Avaya Breeze TM 3.4 Avaya Oceana Solution 3.4 Note: Contact the Avaya offer manager for assistance ordering Avaya Oceana deployments bigger than 100 agents if the order codes are not yet available. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 9

10 Avaya Workforce Optimization Select 5. 2 Avaya Equinox Conferencing Team Engagement 9.1 Avaya Multimedia Messaging 3.3 Avaya Aura Web Gateway 3.3 Avaya Session Border Controller for Enterprise Avaya Pod Fx 3.1 Endpoint Updates: Avaya Equinox Clients 3.3 Avaya Agent for Desktop Avaya One-X Agent (H.323) 2.5 SP11 Release History Release Solution Release Notes Link: Avaya Enterprise Cloud: xcaas Release (Release 2.0 Feature Pack 1) is a feature pack release following on the service pack release of the Avaya Enterprise Cloud: xcaas Release 2.0 SP2 in July The major focus areas of xcaas Release are described below. All other product releases in the solution remain the same as in Avaya Enterprise Cloud: xcaas Release 2.0 SP2. Support for new client endpoints: Avaya B189 IP Conference Phone (H.323) for dedicated instance deployment model Avaya Vantage Device for dedicated instance (DI) deployment model Avaya Agent for Desktop Support for new Avaya Oceana features: Avaya Oceana Social media Channel Avaya Oceana Outbound Channel Support for xcaas Multiple Rate Cards Feature is backwards compatible with prior xcaas releases Product Updates. Avaya Control Manager December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 10

11 Patch_ _ , MIBC.Patch_ _ Note: Patches enable Call recording monthly algorithm to be configured on a per customer basis. Avaya Aura 7.1: Avaya Aura System Manager (with WebLM) Avaya Aura Session Manager 7.1 Avaya Aura Device Services Avaya Aura Communication Manager 7.1 Avaya Aura Utility Services 7.1 Avaya Aura Application Enablement Services 7.1 G450 Media Gateway 7.1 Avaya Aura Media Server Release 7.8 (for Avaya Aura Communication Manager) Avaya Breeze TM Avaya Oceana Solution 3.3 Service Pack 1 Avaya Workforce Optimization Select 5.1 Service Pack 2 Avaya Multimedia Messaging Avaya Contact Recorder Endpoint Updates: Avaya 96x1 SIP Endpoints Avaya Equinox Clients Avaya J Release Solution Release Notes Link: Avaya Enterprise Cloud: xcaas Release (Release 2.0 Service Pack 2) is a maintenance release following on the service pack release of the Avaya Enterprise Cloud: xcaas Release 2.0 SP1 in May The major focus areas of xcaas Release (Release 2.0 Service Pack 2) are described below. All other product releases in the solution remain the same as in Avaya Enterprise Cloud: xcaas Service Pack refreshes for the following products in the solution. For information on the content of each service pack (SP), see the appropriate product release notes. Avaya Control Manager Avaya Aura Release Avaya Aura System Manager including Avaya WebLM, Solution Deployment Manager December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 11

12 Note: The Avaya Aura System Manager must be upgraded to Release 7.1 Patch 1 for Avaya Oceana Solution 3.3 and Avaya Breeze Platform deployments. Avaya Aura Communication Manager Avaya Aura Utility Services G450 Media Gateway Avaya Aura Media Server Release 7.7 FP1 SP3 (for Avaya Aura Communication Manager) Avaya Oceana Solution 3.3 Avaya Oceanalytics TM Insights 3.3. Avaya Breeze TM (for Avaya Oceana Solution and Avaya Breeze as a Platform) Note: Avaya Breeze or is required for Avaya Aura Presence services Patch 6. Avaya Call Management System Avaya Workforce Optimization Select Avaya Session Border Controller for Enterprise 7.2. Avaya Multimedia Messaging 3.2. Avaya Aura Web Gateway 3.2 Endpoint Updates Avaya 96x1 SIP Endpoints Avaya B179 SIP Conference Phone Release 2.4 SP3 Avaya H.175 Video Collaboration station Avaya Communicator for Microsoft Lync 6.4 SP6 Avaya Equinox Clients 3.2 Avaya Oceana Solution Workspaces 3.3 Avaya Pod Fx Release Note: A separate Avaya Aura System Manager 7.1 virtual machine is needed for Avaya Oceana Solution 3.3. and Avaya Breeze Platform deployments on Avaya Pod Fx FX Release Solution Release Notes Link: December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 12

13 Avaya Enterprise Cloud: xcaas Release (Release 2.0 Service Pack 1) is a maintenance release following on the general availability of the Avaya Enterprise Cloud: xcaas Release 2.0 in April The xcaas Release (Release 2.0 Service Pack 1) updates are described below. All other product releases in the solution remain the same as in Avaya Enterprise Cloud: xcaas 2.0. Service Pack refreshes for the following products in the solution. For information on the content of each service pack (SP), see the appropriate product release notes. Avaya Oceana Solution Release Avaya Oceanalytics Insights Release Avaya Control Manager Release Avaya Workforce Optimization Select Release Avaya Pod Fx Release Avaya Equinox Clients (Windows, Android, ios, Mac) Release 3.1 Service Pack 1 Note: All the other products remain the same as in Avaya Enterprise Cloud: xcaas solution release 2.0. Release 2.0 Solution Release Notes Link: Avaya Enterprise Cloud: xcaas Release 2.0 is a major release following on the Avaya Enterprise Cloud: xcaas Release , which was made generally available in January The major enhancements added to the xcaas Release 2.0 solution are the following. Unified Communications as a Service: Avaya Equinox Team Engagement Conferencing deployment for Dedicated instance model, including: Avaya Aura Web Gateway Avaya Equinox Meetings for Web Avaya Multimedia Messaging for Dedicated instance Avaya Aura Device Services for Dedicated instance Avaya Workforce Optimization Select for UC recording in Dedicated instance Avaya J129 IP Phone phone support for Multi-tenant and Dedicated instances. Contact Center as a Service: Avaya Oceana Solution and Avaya Oceanalytics Insights for dedicated instance model. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 13

14 Avaya Oceana Solution and Avaya Oceanalytics Insights Hybrid deployment with existing Call Center Elite Customer for dedicated instance model. Supported with Avaya Aura Release x and Release 6.2 Feature Pack 4 deployed at the CPE. CC Recording and Quality Monitoring using Avaya Workforce Optimization Select for dedicated instance model, including the following Avaya Oceana Solution Integration features. Call metadata and attributes tagging for voice channels. Record text channels (chat, , SMS) with screen captures. Automatic provisioning synchronization with Avaya Oceana Solution ACM for agents, supervisors, and groups. Oceana Agent and Supervisor workspaces integration to have Avaya Workforce Optimization Select widgets for Call recording controls, Recording Playback with screens, and Live Monitoring of voice calls. Avaya Call Management System Multi-tenancy and Reporting ANAV is phased out in this release. Contact Centers will leverage the native multi-tenant reporting capabilities of Call Management System and Avaya Aura Experience Portal for operational reports. Avaya Aura Call Center Elite Multichannel is dedicated to each tenant, so Call Center Elite Multichannel customers can leverage the EMC reporting capabilities. New Avaya Control Manager release with many enhancements including the following: Avaya Oceana Solution management configuration. Avaya Oceana Solution Hybrid deployment: Ability to disable Avaya Aura Communication Manager Billing. Station Multi-Device Access Configuration. SIP Service Observe Configuration. CMS Multi-tenancy Configuration. Call Center Elite Business Advocate Configuration. Avaya Breeze as a platform to host Avaya and CSP communication enabled Snap-In applications for dedicated instance model. In addition to the above list of enhancements, this xcaas solution release also introduces service pack updates for the following products in the solution: Avaya Aura Avaya Aura Communication Manager Avaya Aura Media Server December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 14

15 G450 Media Gateway Avaya Aura System Manager and Avaya WebLM Avaya Aura Session Manager Avaya Aura Application Enablement Services Avaya Aura Call Center Elite Avaya Aura Utility Services Avaya Aura Presence Services for dedicated instance model. Avaya Session Border Controller for Enterprise Avaya Aura Experience Portal Avaya Aura Call Center Elite Multichannel Avaya Proactive Outreach Manager for dedicated instance model. Clients: Avaya Equinox clients for ios, Windows, and Android. Avaya Communicator for Microsoft Lync Avaya 96x1 SIP Endpoints Avaya 96x1 H.323 Endpoints for dedicated instance model. Avaya one-x Agent (H.323) for dedicated instance model Avaya one-x Attendant (H.323) Release Consult the xcaas Release Notes for the xcaas Release History. Features not supported Non-supported features of Call Centre Elite The following features are not currently supported in Avaya Enterprise Cloud: xcaas: Call Work Codes in the Multi-tenant environment. The following Call Center Elite features are supported on H.323 phones but not on SIP, therefore the Avaya Enterprise Cloud: xcaas does not support these features in a multitenanted deployment model but supports them in a dedicated instance model. Agent VOA Stop/Repeat December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 15

16 Agent greetings. Only supported on the 96x1 H.323 series Alert Agent/Alert Agent Change for SIP Endpoints Note: The Alert Agent Change function is not supported in the same manner as it is supported on H.323 endpoints. SIP endpoints provide a visual alert for skill changes on the User Interface of the phone to alert the agent that the skills have been changed by showing the list of skills on the phone screen. EC500 Feature on agent endpoints. Note: While an H.323 agent endpoint supports only partial EC500 functionality, a SIP agent endpoint does not allow enabling of any EC500 functionality. Telecommunications Relay Services (TTY). Only supported on Avaya one-x Agent H.323MyComputer mode (also known as Road Warrior). Supervisor Add/remove agent skill RONA Alert button for SIP endpoints Control Malicious Call Trace Non-supported features of Avaya Aura Experience Portal The following Experience Portal applications and features are not supported in the Avaya Enterprise Cloud: xcaas solution: SMS Note: This feature is only supported as part of POM outbound campaigns. Note: This feature is only supported as part of POM outbound campaigns. Intelligent Call Routing (ICR) Non-supported features of Avaya Aura Messaging The following mainstream messaging features are not supported currently in a multi-tenanted Avaya Enterprise Cloud: xcaas configuration. The speech-based features that require separate products are not built-in the solution. Messaging Web Access Avaya one-x Communicator integration December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 16

17 Avaya Equinox integration Enhanced distribution list Speech-based features Speech recognition for Addressing Basic Speech Auto Attendant Avaya one-x Speech with Avaya message store Avaya one-x Speech with Exchange 2007/2010 message store Speech-to-Text with AMS (Mutare gistt) Speech-to-Text with Microsoft Exchange (Mutare gistt) Enhanced Voice Mail (Mutare EVM ) Fax Detect and transfer to a fax server Receive and forward to an client Send from a desktop fax client Automatic notices Notify Me Text message and pager Phone call to a telephone or a mobile device copy Pending deletion of messages Call management -Reach me System Auto-Attendant and/or System Auto-Attendant per tenant Non-supported features of Avaya Control Manager Avaya Control Manager Release x does not support provisioning of Avaya Equinox System Manager user profiles. In Avaya Enterprise Cloud: xcaas release, Unified Communication users with Avaya Equinox capabilities will need to follow the below steps to create users with Avaya Equinox capabilities or modify Avaya Equinox Capabilities: Create the user from Avaya Control Manager without the Avaya Equinox capabilities. These steps will ensure that the user is created using the appropriate profile for billing purposes. Add Avaya Equinox features from Avaya Aura System Manager December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 17

18 Non-supported features of Avaya Equinox The Avaya Equinox Client features provided by the following products are not available in Avaya Enterprise Cloud: xcaas Release Avaya one-x Client Enablement Services Avaya Equinox Team Engagement is supported in the Dedicated instance deployment model only. There is no support for multi-tenancy. A single Avaya Aura Media Server (AAMS) cannot support both Avaya Equinox and Avaya Aura Communication Manager (CM). Separate AAMS servers are required to support both. Note: To know more about the supported Avaya Equinox (TM) client features, see Avaya Equinox Overview and Specification for Android, ios, Mac, and Windows. Components The Avaya Enterprise Cloud: xcaas solution supports a virtualized environment for all applications that are supported in VMware (Releases 5.5, 6.0). Note: The Avaya one-x Communicator, 96x1, Avaya Agent for Desktop, Avaya Communicator, and Avaya Equinox SIP clients check whether the SIP domain and the server IP address configured on the clients match the domain and IP address in the Subject Alternative Name (SAN) field on the server certificate, that is, on SBC and/or SM, for proper operation. For more information on required or optional configuration values while creating both Session Manager and SBC identity certificates, refer Managing Security chapter section on Identity Certificates in the Avaya Aura Session Manager Administration Guide. In addition to the SIP identity certificate, the HTTPS server s identity certificate is used for the PPM profile configuration on the SBC. Important: Enable the channel partner zone patch functionality by running the following command bash EnableZoneOrgUser on the Avaya Aura Experience Portal EPM. The patch and patch readme file can be found in the following directories: Patch: /opt/avaya/experienceportal/support/vp-tools/ Patch readme file: /opt/avaya/experienceportal/support/vp-tools/ EnableZoneOrgUser_readme.txt Table 1: Infrastructure components December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 18

19 Component Version Description Build Service Pack/ Patch Avaya Aura Communication Manager Deployed at the hosted service provider site as an evolution server to provide SIP feature and telephony services. - - Avaya Aura Session Manager Deployed at the hosted provider site for all enterprise SIP Session Management. - - Avaya Aura System Manager with Avaya WebLM and SDM Deployed at the hosted provider site with Avaya Control Manager to provide centralized management for the operational administration of the xcaas solution. - - Avaya Call Management System Deployed at the hosted service provider site to provide the call center elite operational reports - - Avaya Control Manager Deployed at the hosted provider site to: Provide centralized administration functionality for solution components. Provide administrative segmentation capabilities to support multi-tenant and multi-instance deployments. Provide license usage monitoring and reporting capabilities to implement a utility-based billing model. - ACM.Patch_ _ zip, MIBC.Patch_ _ zip December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 19

20 Component Version Description Build Service Pack/ Patch Avaya Aura Application Enablement Services (AES) Deployed at the hosted provider site to support computer telephony integration with Avaya and third party applications. - PCN2066S /S2 PSN004561u PSN020332u Avaya Aura Media Server 7.8 Deployed at the hosted provider site to provide media services to provide media services to Avaya CM, Avaya Oceana, and Avaya Equinox. - SP6 Avaya Aura G450 Media Gateway Deployed at the hosted provider site to provide media services from Avaya Aura Communication Manager. - - Avaya Session Border Controller for Enterprise Deployed at the hosted provider site. sbce Firewalls Deployed as a mandatory component in the hosted service provider network and an optional component in the customer enterprise network. Avaya does not provide firewalls to the hosted service providers or the enterprises. Network Load Balancer (Stingray Traffic Manager) from Riverbed Stingray Riverbed Stingray Traffic Manager is a network load balancer. Deployed in each data center to distribute the web service traffic. Note: Avaya does not provide the Network Load Balancer (NLB). You can use any valid load balancer to distribute web and/or SQL traffic in each data center. A riverbed Stingray version 10 load balancer was used in the lab to validate the solution functionality. For more information on the Riverbed load balancer products, see Avaya Diagnostic 3.0 Deployed at the hosted provider site to provide - - December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 20

21 Component Version Description Build Service Pack/ Patch Server Note: Secure Access Link (SAL) Gateway functionality remote access and alarm reception capabilities. Secure Access Link is a required component for data collection of license usage by Avaya IT Systems from Avaya Control Manager. To onboard customers who sign up for the Avaya Operations Services offers, Avaya Managed Services uses the MATRIX platform. Avaya Aura Experience Portal 7.2 Deployed at the hosted service provider site to provide cost-effective selfservice solutions for voice. The self-service applications are customized applications and therefore are not included as part of the solution. If you require ASR or TTS, you can add the following Nuance optional components: Nuance Recognizer Nuance Vocalizer Nuance Dialog Modules Release - - Avaya WebLM The license manager for xcaas components. It is recommended to customers to use Avaya WebLM software built in to System Manager for the solution. - - December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 21

22 Component Version Description Build Service Pack/ Patch Avaya Aura Utility Services Deployed at the hosted provider network to enable the Avaya endpoints to fetch the software updates and the setting files. - - Avaya Breeze 3.4 Deployed at the hosted provider site to provide rich platform for scalability and redundancy using clustering, and also for geo-redundancy. - - Avaya Aura Device Services Deployed at the hosted service provider site to provide Avaya Aura clients and endpoints the ability to centrally store and retrieve data such as configuration and deployment data. - - Avaya Aura Web Gateway 3.3 Deployed at the hosted service provider site to provide a set of Endpoint Service Gateway capabilities to mediate and orchestrate nonbrowser friendly protocols into a set of APIs for consumption by the Avaya Client SDK, inclusive of WebRTC. This product is required for the Avaya Equinox for Web client. - - Avaya Pod Fx 3.1 (Optional Component) Avaya POD FX provides a powerful and flexible infrastructure - - December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 22

23 Component Version Description Build Service Pack/ Patch platform for deploying the Avaya Enterprise Cloud: xcaas solution. Table 2: Applications Component Version Description Build Service Pack/ Patch Avaya Aura Call Center Elite Deployed at the hosted service provider site to provide CC Elite functionality to agents, supervisors, and the premier skills-based distribution. - - Avaya Aura Call Center Elite Multichannel Deployed at the hosted provider site so that customers can evolve one dimension call centers into multichannel contact centers. - SP2 Avaya Aura Messaging Deployed at the hosted provider site to provide voice mail functionality to customers. Patch 1 Avaya Aura Workforce Optimization (WFO): Avaya Contact Recorder Note: ACR version is also compatible. Deployed at the hosted service provider site to provide efficient and scalable voice recording platform. - - December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 23

24 Component Version Description Build Service Pack/ Patch Avaya Aura Presence Services on Avaya Breeze Deployed at the hosted provider site to provide presence and instant messaging services. - - Avaya Proactive Outreach Manager 3.1 Deployed at the hosted provider site to provide outbound dialing capabilities in the dedicated instance deployment model. - - Avaya Oceana Solution 3.4 Deployed at the hosted provider site to provide contact center omnichannel capabilities. - - Avaya Oceanalytics Insights 3.4 Deployed at the hosted provider site to provide reporting for the Avaya Oceana Solution. - - Avaya Equinox Conferencing TE 9.1 Deployed at the hosted provider site to provide conferencing capabilities. - - Avaya Workforce Optimization Select 5.2 Deployed at the hosted service provider site to provide efficient and scalable voice recording and quality monitoring platform. - - Avaya Multimedia Messaging 3.3 Deployed at the hosted service provider site to provide multimedia messaging capabilities. - - December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 24

25 Table 3: End User Devices Components Version Description Build Service Pack/Patch Avaya 96x1 SIP Desk Phones (9601, 9608, 9608G, 9611G, 9621G, 9621GS, 9641G, and 9641GS) Deployed at the customer end to provide SIP endpoint access to xcaas. Note: After March 2016, customers must buy the 9608G, 9621G, 9641GS models is a unified communication phone and must not be used in contact center systems. - - Avaya 96x1 IP Desk Phones (H.323) (9601, 9608, 9608G, 9611G, 9621G, 9621GS, 9641G, 9641GS, and 9650) Deployed at the customer end to provide H.323 access to xcaas. Note: After March 2016, customers must buy the 9608G, 9621G, 9641GS models is a unified communication phone and must not be used in contact center systems. - - Avaya B179 SIP Conference Phone 2.4 SP3 Deployed at the customer end as a SIP Conference Phone Avaya B189 IP Conference Phone Deployed at the customer end as an H.323 Conference Phone. - - December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 25

26 Components Version Description Build Service Pack/Patch Call Center Elite Multichannel Desktop Deployed at the customer end to provide customer access to xcaas. - SP2 Call Center Elite Multichannel Desktop with Supervisor Plug-in Deployed at the customer end to provide customer supervisor access to xcaas. - SP2 Call Center Elite Multichannel Reporting Desktop Deployed at the customer end to provide customer report access to xcaas. For more information, see Avaya Aura Call Center Elite Multichannel Reporting User Guide. - SP2 Avaya one-x Communicator 6.2 SP12 Deployed at the customer end as Native to provide access to Avaya Enterprise Cloud: xcaas Patch 4 PSN004993u Avaya one-x Agent H.323 (MT model supports telecommuter mode only) 2.5 SP11 Deployed at the customer end only for customers who require H.323 agent soft clients. For more information, see Using Avaya one-x Agent Avaya Agent for Desktop Note: version is also compatible Deployed at the customer end only for customers who require H.323 or SIP agent soft clients. For more information, see Using Avaya Agent for Desktop. - - December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 26

27 Components Version Description Build Service Pack/Patch Avaya one-x Attendant (H.323) 4.0 SP13 Deployed at the customer end as Native to provide access to Avaya Enterprise Cloud: xcaas. - AES Named License patch - PSN004961u Avaya Communicator for Microsoft Lync Deployed at the customer end to integrate with MS Lync at CPE and provide access to Avaya Enterprise Cloud: xcaas. - Patch 1 - PSN005070r1 Avaya Equinox for Windows, Android, Mac, ios 3.3 Deployed at the customer end to provide access to the Avaya Enterprise Cloud: xcaas solution. - - Avaya Equinox for Web 1.1 Deployed at the hosted provider site to provide basic IP and multi-media messaging services. - - Application Web clients Accessed by the end customer to provide Avaya Enterprise Cloud: xcaas. Services. ACM ACR WFOS AEP. CMS Supervisor Avaya Oceana Workspaces Avaya Oceanalytics Avaya Equinox December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 27

28 Components Version Description Build Service Pack/Patch POM Agent Desktop (third party) Deployed at the customer end to provide customer access to Avaya Enterprise Cloud: xcaas. - - Avaya CMS Deployed at the customer end as Native to provide access to Avaya Enterprise Cloud: xcaas. The client is only applicable for a dedicated instance deployment. - - Avaya J129 IP Phone Deployed at the customer end to provide SIP phone access to xcaas users. - - Avaya H.175 Video Collaboration station The H.175 video collaboration station provides crisp, clear High Definition video collaboration capabilities. The station is deployed at the customer premises and connects to the xcaas Communication Services in the cloud for service. - - Avaya Vantage An Avaya Android device deployed at the customer end to provide access to the Avaya Enterprise Cloud: xcaas solution - - AudioCodes SIP analog gateways 6.60A Deployed at the customer end to connect analog devices or 6.60A December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 28

29 Components Version Description Build Service Pack/Patch (third party) phones so that customers can register through the Audiocodes gateway to the cloud as SIP endpoints. Avaya POD FX management components Important: Note: When you deploy Avaya Enterprise Cloud: xcaas on Avaya POD FX, each data center in this dual data center configuration has a vcenter appliance and a suite of Pod Orchestration Suite (POS) components. Ensure that the Avaya POD FX iscsi Storage Processor (SP) ports do not share the same subnet by default for the Avaya Enterprise Cloud: xcaas solution. If the ports on each iscsi Storage Processor (SP) share the same subnet, reach out to your Avaya representative for assistance for configuring the storage array according to Call Center Elite Multichannel best practices (Reference: EMC KB article: ). Components Deployment platform Pod Orchestration Suite (POS) components End Customer Agent and Supervisor web based desktop for the Avaya Oceana Solution. Avaya Configuration and Orchestration Manager (COM) includes Virtualization Provisioning Service (VPS) A centralized configuration, provisioning, and troubleshooting component for network devices, including routing switches and wireless LAN devices. Avaya IP Flow Manager (IPFM) An application-level monitoring and diagnosing component for service provider administrators. Avaya Visualization Performance and Fault Manager (VPFM) A component that provides network discovery, topology visualization, fault and performance management. VPFM collects data from each port and analyzes data for network December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 29

30 Components Deployment platform issues. Management Server Console A Windows 2008 R2 server that you can use to manage or upgrade Avaya Pod Fx software and components. Pod Visualization Manager (PVM) A component that provides access to visualization applications and management applications for configuration, orchestration, and management of Avaya Pod Fx. Note Consult the appropriate Avaya product security advisories for security information on the components that are part of the Avaya Enterprise Cloud: xcaas solution December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 30

31 Chapter 2: Links to Product Release Notes Release notes for the components of Avaya Enterprise Cloud: xcaas The following table lists the components of Avaya Enterprise Cloud: xcaas solution with their release numbers and links to their Release Notes. Note: For some products, Release Notes are not created as a policy or Release Notes are not yet available on the Avaya Support website. Product name Release number Link to release notes Avaya Control Manager Patches ents/ Avaya Aura Communication Manager ents/ Avaya Aura Session Manager ents/ Avaya Aura System Manager ents/ Avaya Aura Presence Services Avaya Multimedia Messaging ents/ See Avaya Support website. Avaya Aura Device Services ents/ Avaya Aura Application Enablement Services Avaya Aura G450 Media Gateway ents/ ents/ December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 31

32 Product name Release number Link to release notes Avaya Aura Media Server 7.8 SP6 ents/ Avaya Aura Messaging Patch 1 AAM 7.0: s/ Patch 1: ents/ Avaya Equinox Conferencing 9.1 See Avaya Support website. Avaya Session Border Controller for Enterprise Avaya Aura Utility Services ents/ Avaya Breeze Platform Avaya Diagnostic Server (SAL Gateway Functionality) Avaya Aura Call Center Elite ents/ Avaya Aura Experience Portal PCN 2071S: ents/ Avaya Aura Call Center Elite Multichannel Call Management System (CMS) Reporting ents/ December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 32

33 Product name Release number Link to release notes Avaya Aura Workforce Optimization: Avaya Contact Recorder Avaya Workforce Optimization Select ents/ Avaya Oceana Solution Avaya Oceanalytics Insights Call Center Elite Multichannel Desktop with Supervisor plug-in Avaya Proactive Outreach Manager 9608, 9608G, 9611G, 9621G, 9641G SIP Deskphone 9601, 9608, 9608G, 9611G, 9621G, 9621GS, 9641G, 9641GS, and 9650 H.323 Deskphone s/ Avaya one-x Agent H SP11 ents/ Avaya Agent for Desktop Note: Version is also compatible See Avaya Support Website Avaya one-x Communicator 6.2 SP12 s/ s/ Avaya H175 Video Collaboration Station Avaya Communicator for 6.4 SP6 P1 December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 33

34 Product name Release number Link to release notes Microsoft Lync PSN005070r1: ents/ Avaya Equinox for Windows, Android, ios, Mac 3.3 Windows - ents/ Mac - ents/ ios Android Avaya Equinox for Web Avaya B179 SIP Conference Phone Avaya B189 IP Conference Phone 2.4 SP Avaya Vantage ents/ Avaya POD FX management components Note: When you deploy Contact Center as a Service on Collaboration Pod, each data center in this dual data center configuration has a vcenter appliance and a suite of Pod Orchestration Suite (POS) components. Component Pod Orchestration Suite (POS) components Link to release notes December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 34

35 Component Avaya Configuration and Orchestration Manager (COM) includes Virtualization Provisioning Service Link to release notes Avaya IP Flow Manager (IPFM) Avaya Visualization Performance and Fault Manager (VPFM) Management Server Console Pod Visualization Manager (PVM) December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 35

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37 Chapter 3: Resolved issues Issues resolved Consult the individual product release notes for the list of defects addressed for each product. The defects listed below are defects documented in previous solution release notes and may or may not be additional to those documented in the product documentation. Avaya Enterprise Cloud: xcaas The following table lists the issues that have been resolved in xcaas Release Issues ACM Summary Tenant partitioning - SIP Properties in the User form has no tenant partitioning for SM, CM and Messaging information - all SM, CM and Messaging information is seen for all instances (Fixed in ACM 8.0.3) ACM ACM Web service - Web service endpoint URL has changed in causing breakage with connecting IT/Remedy system (Fixed in ACM 8.0.3) The following table lists the issues that have been resolved in xcaas Release Issues ACM / ACM ACM ACM ACM Summary The Avaya Oceana Solution system level Omnichannel Administration and Server Details GUI tiles, under the Configuration Portal, are not ACM Location aware. ACM AAEP Billing service incorrectly counts Peak AEP Port Usage when there are multiple AEPs administered for a single ACM Location with the same external AEP DB name The ACM AEP Billing engine incorrectly uses GMT time zone timestamps from AEP DB to calculate previous day Peak Port Utilization ACM Billing stored procedure "sp_cleanhistorybydays" should purge data from local CDR raw database table periodically The following table lists the issues that have been resolved in xcaas Release 2.0 December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 37

38 Issues ASM Summary Session Manager caused TLS link outage with DC Failover of ASBCE Remote Workers. The following table lists the issues that have been resolved in xcaas Release Issues ASM Summary Edit button does not work on ACM User search screen after selecting the user. - Resolved issues of Avaya Equinox TM 3.0 Client are listed in the Avaya Equinox TM Clients Release 3.0 SP1 Release Notes. See The following table lists the issues that have been resolved in xcaas Contact Center Services Release Issues Defsw Summary The Call Centre Elite Multichannel client is able to log in as an agent even though the SIP extension is logged out. The following table lists the issues that have been resolved in xcaas Contact Center Services Release Issues Wi Summary In Real Time Skill grid, the Talk Time Daily column displays the time incorrectly. The time displayed is seconds and should be displayed as 02:11:31:59. Wi Wi While editing the icons on the Conversation Sphere GUI if you press Enter after you have entered information in a field, a pop-up window displaying HTML text appears in the background. This issue is observed only when you press Enter. Avaya one-x Agent GUI crashes when Avaya one-x Agent and the agent extension is located at a different location. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 38

39 Wi Wi In a failback scenario of the SBC with ~9K BHCC, most of the Remote worker agents either go into AUX state or lose its shared control. System Manager CPU usage is seen 100% for logrotate process in Cloud load test environment. Customers might see VMware critical alarms. Wi Wi Wi The Limits parameter must be left blank in the Outcomes Queue Service Level Reports for the report to run successfully. You must use Conversation Sphere to administer vectors on the system. You can access this feature in Avaya Control Manager through the V- Vectoring tab. However, to map the V-Vectoring tab to the Conversation Sphere, the URL must be updated on Avaya Control Manager in Sys Params. On Avaya Control Manager, if you assign a Supervisor Extension to a Skill and save it, and at a later stage decide to clear this field and leave it blank, the value cannot be removed. When you clear the field and save your changes, the system will indicate that the save was successful. However, if you navigate back to the skill, the Supervisor extension will still show as assigned to the skill. Wi Wi Wi On Avaya Control Manager, you cannot edit the Location field for templates and extensions that use station types 9608SIP, 9611SIP, 9621SIP, 9630SIP, and 9641SIP. When you assign a skill to multiple agents from the Avaya Control Manager Bulk User Actions tool, the synchronization between Avaya Control Manager and Communication Manager fails. New skills must get added to an agent in addition to the existing skills and this must reflect in Avaya Control Manager and in Communication Manager. Billing reports 2001, 2002, and 2004 display two rows of counts for foundation profiles (Foundation_9608_SIPCC and 9621_SIPCC) for a customer that have multiple sites configured in Avaya Control Manager. Wi Wi Wi The Dynamic Menu Schedule field in Avaya Control Manager Experience Portal IVR appears blank when you select it for the first time. The Limits parameter must be left blank in the Outcomes Queue Service Level Reports for the report to run successfully. In Avaya Control Manager, the Vector Variables partitioning is not implemented correctly allowing a user to create a variable outside the December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 39

40 range specified by the Service Provider. Wi Wi Wi Wi Wi Wi Wi Wi Wi In Real Time Skill grid, the Talk Time Daily column displays the time incorrectly. The time displayed is seconds and should be displayed as 02:11:31:59. Step 3 from the Stored Procedure sp_picklicense5minlocation from the Hourly Profile Billing Job processes data from the License_Usage_Tracker_History table. This table however is updated once a day as part of the Daily Profile Billing Job. Tables not used should be cleaned in Avaya Control Manager billing database. Change the name of the Avaya Control Manager Billing DB table Rpt_PeakAaepUsageByMin to Rpt_PeakAaepUsageBySec. CM Billing Service is duplicating entries in the Staffed_Agents raw data table for each entity. Updating is required for the Avaya Control Manager Bulk User Skill Synchronization function with a preexisting Communication Manager. Currently in the synchronization process, only the first page of the agentloginid form on Communication Manager is being synchronized with Avaya Control Manager. The second page of agent-loginid form on the Communication Manager should also be synchronized. The following tables from the Billing database should be removed if not in use: SDR VPapplog VPPerformance VPApplication VPMpps VPSystems VPZones VPUCIDMap Manual synchronizer does not associate agents with proper skills when Communication Manager admin is imported in to Avaya Control Manager. Unable to delete skills from Avaya Control Manager. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 40

41 Wi Wi Wi Wi Wi CCEM-2928 defsw wi wi AES AES wi During the upgrade to 218C patch 6, the DB installation script applies RecordID constraints automatically. This prevents the daily Billing jobs from executing successfully. The default profile material code configuration definitions are not inserted in the DB at the time of installation. The Avaya Control Manager usage reports have names that are hardcoded for Service Providers. Change the shared data source reference for the billing ccaas.rdl files from /Data Sources/ACCCMBilling to ACCCMBilling. In ACCCM DB replication, vector tables are not being replicated as there is no primary key assigned. Report panel not visible on all browsers for Call Center Elite Multichannel 6.3 Desktop. The Coverage Answer Group (CAG) feature capacities are reduced if SIP endpoints are configured as CAG members. The Avaya Contact Recorder Master becomes active immediately before the CTI monitoring is completed in a recovery scenario in xcaas on CPOD. The Avaya Contact Recorder Main becomes active immediately before the CTI monitoring is completed in a recovery scenario in xcaas on CPOD. During a data center outage, AES cannot acquire a weblm license for every transaction. High CPU Utilization observed in the data center 2 AES system that is used for call recording after Data Center/CM Main recovery. When using Avaya one-x Agent with Avaya SBC, sometimes when an agent logs in, the state of the agent is displayed as AUX instead of Ready. The following table lists the issues that have been resolved in xcaas Unified Communications Services Release Issues AURORA-4906 Summary Unwanted Media Not Acceptable incidence displayed. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 41

42 AURORA-9366 AURORA-6558 defsw Avaya Session Border Controller for Enterprise memory utilization goes very high on re-registration at scale causing HA Avaya Session Border Controller for Enterprise interchange (5 re-registrations on CSR2). Access to Avaya Session Border Controller for Enterprise console through SSH by using the command sudo -i does not prompt for password, but logs user in as root. State associations must be cleaned up along with the socket states in Communication Manager using reset 2 The following table lists the issues that have been resolved in xcaas Unified Communications Services Release Issues AURORA-6905 AURORA-6518 defsw Summary Session Border Controller statistics page displays wrong Active Registration values whereas Avaya Aura Session Manager shows correct values. The statistics page of Avaya Session Border Controller for Enterprise shows more number of Active calls as compared to actual active calls at the remote worker agents. The Call Center Elite Multichannel client is able to log in as an agent even though the SIP extension is logged out. The following table lists the issues that have been resolved in xcaas Unified Communications Services Release Issues ONEXC-6077 ONEXC-8069 AVAYAB AVAYAB Summary After you reboot the Avaya one-x Communicator client using Avaya Aura System Manager, the client fails to log back in. When the user presses the Log in button, the client waits indefinitely but fails to log back in. In the Desk Phone mode, Avaya one-x Communicator does not display the Bridged Call Appearance caller ID when a caller initiates an outbound call from a Bridged Call Appearance. Without manual intervention, an Avaya B179 endpoint does not recover to the primary account after failover to the fallback account. After recovering to the primary registrar interface, an Avaya B179 endpoint might drop an active call. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 42

43 defsw wi wi wi ONEXC-8899 IPTCM-312 wi ONEXC-9986 SIP96X and SIP96X ONEXC ONEXC-10705, ONEXC-9161 and SCAE-6124 SIP96X ONEXC Station plays the Call Pickup alert but cannot be used to answer the call. Station and at least one other station are members of the same Call Pickup Group and the same Coverage Answer Group. The station receives a direct call that covers to Coverage Answer Group. When the call goes to coverage, the station plays Call Pickup alert and the Call Pickup button blinks but the station cannot be used to answer the call. Currently, the administrator must reset the mailbox password when applying updates to the user who has a mailbox if the administrator is using the Update SIP user procedure that is available through the SIP Properties button. Bulk Import of SIP users with both Avaya SIP and Avaya E.164 handles with Avaya Control Manager is not supported. Creating SIP users with both Avaya SIP and Avaya E.164 handles with Avaya Control Manager is not supported. After failover to secondary registrar, the self-video window is not restored to the same state. The Delete button on the Avaya Aura System Manager template page is not getting enabled. For the 9608SIP, 9611SIP, 9621SIP, 9630SIP and 9641SIP station types, ACM station templates and station forms do not have the Location field available for editing. Avaya one-x Communicator does not consistently display accurate Presence Status on Directory Search results and Contact List. The calling-party and called-party endpoints display incorrect selfpresence when a call that is in the Preserved state ends. Presence on Avaya one-x Communicator in the Desk Phone mode displays the Away state but the Phone icon displays ON A CALL. Non-video SIP calls to Avaya one-x Communicator SIP displays the video window after the call is answered. An unregistered Remote Worker endpoint does not display the Emergency softkey after a failed call. Avaya one-x Communicator NAT in the Shared Control mode logs out and returns to the launch screen after failover to SBC2. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 43

44 AVAYAB wi wi wi wi wi wi defsw PRES-2515 AURORA-6565 AURORA-6932 ONEXC Garbled Music on hold could be heard on an Avaya B179 endpoint on a call made from Avaya one-x Attendant in the Telecommuter mode with a local SIP 96x1 endpoint. There is inconsistent version identification between the Administration. To facilitate seamless data synchronization required between Avaya Control Manager and Avaya Aura System Manager, Avaya recommends that you configure the Sync Period seconds setting to seconds when you integrate Avaya Aura System Manager to Avaya Control Manager. If you edit the Communication Profile Password of a SIP user in the SIP Properties page in Avaya Control Manager, you cannot access the Avaya Modular Messaging mailbox. If you edit the First Name or the Last Name of a SIP user in Avaya Control Manager, these changes do not get updated in the associated user s handle, Common Name or ASCII name in Avaya Modular Messaging. CMS report ID 491 is located in ESS Agent instead of ESS Skill. If you edit the Communication Profile Password of a SIP user in the SIP Properties page in Avaya Control Manager, you cannot access the Avaya Modular Messaging mailbox. When the Call Center Elite Multichannel supervisor uses the Join as Coach role to hear an existing call between an Avaya one-x Agent H323 in Telecommuter mode and a customer, the customer can hear the supervisor s audio. Only the Agent should hear the supervisors audio when the supervisor joins in a Join as Coach role. The Notify failure rate is 50% after the failover of 2500 endpoints. After failover no presence is observed on affected endpoints until the endpoints re-subscribe. The Routing Profile page of the Avaya Session Border Controller for Enterprise does not display the correct priority order for the Next Hop Address which is configured. Emergency call initiation through Avaya Session Border Controller for Enterprise takes around 10 seconds from an unregistered 96x1 Phone. When an ongoing call with Avaya one-x Communicator is put on hold on a 96x1 or other endpoints, the call hold fails and the call disconnects. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 44

45 AAWFO-224 System does not recover from Avaya Contact Recorder transient I/O disruptions. (ACR virtual machine VM iscsi disk I/O Latency on VMware server shared with other I/O intensive VMs) December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 45

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47 Chapter 4: Known issues and workarounds Known issues and workarounds This chapter provides information on the product issues and workarounds found during the validation of the Avaya Enterprise Cloud: xcaas solution. These issues are in addition to those already documented in the individual product release notes. xcaas Contact Center Services known issues and workarounds Tracking number CCEM-5731 Issue description After upgrading the CM to R , EMC control panel is unable to connect to CM. Workaround Until an EMC fix is provided, use the instructions in PSN020295u to configure Communication Manager to use lower security ciphers. CCEM-2490 CCEM-2492 In Call Center Elite Multichannel Historical Reports, when you run a report for Last Month with period Daily, the report excludes the last day of the month. The Call Center Elite Multichannel Historical Reports displays the total Answered and Abandoned calls. This report also displays the data in Pie charts, but shows abandoned distribution in percentage. The end date entered should be the first day of the next month. For example, if you run a report for the month of July, you should enter the Start Date as 1 July and End Date as 1 August. Refer to the total Answered and Abandoned calls rather than relying on the pie charts. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 47

48 Tracking number ACM Issue description Unable to modify the applications from ACM for Call Center Elite Multichannel 6.5 (breakage from Call Center Elite Multichannel 6.4.1). Workaround Service Provider should make the changes using the Call Center Elite Multichannel Control Panel. Service Provider should also add Call Center Elite Multichannel application templates using the Call Center Elite Multichannel Control panel. The addition of apps through Call Center Elite Multichannel Control Panel is not a breakage. ACM For an existing user, SIP URI modification does not work properly. Perform the following: Have the Service Provider modify the URI from system. Delete and add the user from ACM. xcaas Unified Communications Services known issues and workarounds Tracking number ONEXC-5638 ONEXC-8256 Issue description Avaya one-x Communicator does not log off or shut down properly when rebooted from the Avaya Aura System Manager web interface. Avaya one-x Communicator in the Computer mode is programmed on Communication Manager as part of a pickupgroup with Enhanced Call Pickup Alerting set to y and a station button assignment of callpkup is P:h Rg:continuous. Avaya one-x Communicator rings after receiving a SIP Notify message from Communication Manager indicating an alerting status. The desired Avaya one-x Communicator behavior is consistent with current SIP96X1 Workaround Manually log off and log back in to the Avaya one-x Communicator client. Currently unavailable December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 48

49 Tracking number Issue description behavior. Workaround ONEXC-8257 SIP96X ONEXC-8737 ONEXC Avaya one-x Communicator in the This Computer mode is programmed on Communication Manager as part of a pickupgroup with Enhanced Call Pickup Alerting set to y. Avaya one-x Communicator displays old calling or called party information upon receiving a SIP Notify message from Communication Manager indicating an alerting status. This error condition occurs on the second and subsequent calls to the pickup group. SIP96X1 does not support TCP Keep Alive packets for XMPP traffic. On Avaya one-x Communicator in the Desk Phone mode, the log-off operation does not unsubscribe the Event Package message summary. In Avaya one-x Communicator SIP, the users in Contact List Currently unavailable Configure the Presence Services server to initiate TCP Keep Alive pack Presence Services sets towards the SIP96X1 endpoint for XMPP traffic. Currently unavailable Currently unavailable. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 49

50 Tracking number ONEXC ONEXC ONEXC AvayaB ASM AURORA-9476 Issue description are listed with two IM handles. Avaya one-x Communicator in the Shared Control mode with the call-pkup P:h Rg: single button plays two alert tones instead of one. Avaya one-x Communicator SIP is sending un-necessary PUBLISH messages every 35 Seconds. This is registered through Avaya Session Border Controller for Enterprise with Presence. Synchronized failover and failback in simultaneous SIP registration mode with 96X1 Series IP Telephones is not happening. No MOH while on hold with AA Session Manager caused a TLS link outage with DC Failover of Avaya Session Border Controller for Enterprise Remote Workers at scale. Avaya Session Border Controller for Enterprise dropping All Endpoints connections on receiving Hearbeat 503 response from Session Manager. Workaround Currently unavailable. Configure XMPP IM relay in the Avaya Session Border Controller for Enterprise for each tenant even if the users do not want to use IM or chat. Currently unavailable Call works, including hold and resume; however MOH is not heard on B179 when far end goes on hold. Set the Avaya Session Border Controller for Enterprise heartbeat options 3 minutes (180 seconds) The default is 30 seconds. Change SM firewall packet threshold configuration for SIP Subscribes to: Count:2000, Period:5. Either workaround is possible. Set the Avaya Session Border Controller for Enterprise heartbeat options 3 minutes (180 seconds) The default is 30 seconds. Change SM firewall packet threshold configuration for SIP Subscribes to: Count:2000, Period:5. Either workaround is possible. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 50

51 Chapter 5: Capacity and Scalability Avaya Enterprise Cloud: xcaas Capacity and scalability The maximum user capacities to be supported by the dedicated instance and multi-tenant instances would be as follows: Avaya Enterprise Cloud: xcaas services only: 20,000 users using a single endpoint without MDA support. With MDA, if all users have MDA enabled and use two endpoints, then the maximum number of users will be 10,000. The relevant maximum capacity number is 20,000 registered endpoints. Some of the UC services are provided by subtending elements, whose capacities are at least 20,000 per solution instance, including Equinox Conferencing - 150,000, Multimedia Messaging 128,000, Presence Server 125,000, Avaya Aura Messaging 20,000, and Avaya Aura Device Services 25,000 devices. All of these services are available to all 20,000 users in the deployment. xcaas services only 4,000 concurrently logged-in Agents. This is a limitation for a SIP Agent deployment, but should keep it consistent for other types of endpoints. Contact Center agents do not support MDA. Also, while the concurrent agent capacity is 4000, the administered agent capacity per instance must be higher to allow multiple shifts of agents. Ideally, a contact center solution should support a number of administered agents and station extensions sufficient for 3shifts. In this case, the ideal number would be 12,000 Agent IDs and station extensions. In this case, station extensions would be worst case whereby no agent shares the same station extension. Best case scenario would be agents working different shifts would share a station extension for a maximum of 4000 concurrent agents logged-in to stations. That is, 4000station extensions shared across 3 different shifts for administered Agent IDs. In practice, it is rare for the extreme conditions to occur, in terms of number of administered station extensions. Basic Hybrid service: In Avaya Enterprise Cloud: xcaas release, this feature provides direct call connectivity between Cloud and CPE to avoid PSTN cost for CC agent from Cloud to UC user at CPE or CC agent from CPE to UC user at Cloud: Under normal condition, 2000 agents across multiple tenants register via DC1 and another 2000 agents register via DC2. CM is configured to share trunks with 6000 for SM U & 6000 for SM T in DC1 and another agent with 6000 for SMU & 6000 for SMT in DC2. When all 4000 agents are, busy on call and 1500 calls are in queue, they use 5500 SIP trunks per DC from SM T for a total of 1100 trunks in use at CM through SM T. This trunk consumption at SM T leaves 1000 free trunks to be used for hybrid calls. This allows for a 25% of active agents to consult with CPE users. In data center failover condition, All 4000 agents across multiple tenants register via DC2, when all 4000 agents are busy on calls and 1500 calls are in queue, December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 51

52 they use 4000 trunks from SM U & 5500 trunks from SM T. This consumption leaves only 500 free trunks at SM T that can be used when Agent calls their respective CPE users over dedicated SIP trunk. As each call from the cloud CC agent to the Enterprise utilizes 2 trunks, a maximum of 500 simultaneous calls across tenants can be established with their respective enterprise user. That accounts up to 12.5% of CC agent can consult to their respective enterprise users. While the above user/agent capacities apply to both dedicated instance and multitenant instance deployments, the capacities for a dedicated instance deployment may be more flexible than for a multi-tenant instance, based on the call blocking characteristics and maximum call queuing capacity for CC services that the single tenant may be willing to accept when operating in failover conditions, that is, data center failure. AAM supports up to 30,000 mailboxes in its largest deployment. Therefore, no issues are expected in supporting mailboxes for a 20,000 user UC system. Table 4: Relevant capacities of Avaya Enterprise Cloud: xcaas solution components Application Concurrent agents Concurrent calls or sessions Concurrent real-time reporting user Concurrent historical reporting user BHCC Avaya Aura Communication Manager or Avaya Aura Call Center Elite 4,000 Distributed in up to 150 tenants 1 12,000 inbound and outbound calls of these are assigned to agents and the rest in queue or to non-agents ,000 Assuming call handling time is 5 minutes. Solution can handle higher BHCC This BHCC rate applies only to the call center traffic. EMC 1 box voice and other media contacts plus contacts in queue voice only combined non-voice. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 52

53 Application Concurrent agents Concurrent calls or sessions Concurrent real-time reporting user Concurrent historical reporting user BHCC EMC 2 box 1000 voice or 1000 nonvoice or 1000 combined but 400 nonvoice If using blended agents, up to 400 can be all media and the rest voice only plus contacts in queue voice only 4000 non-voice only When blended: 8000 voice plus 2000 non-voice Call Management System (CMS) (Dell R620 mid) Call Management System (CMS) (Dell R620 high) Note: While the mid-size platform supports 5000 concurrent agents, the high-end platform is recommended for the current release. 5, ,000 10,000-1,600 1, ,000 Avaya Aura Experience Portal - 5,000 (as needed) - - Based on the appropriate number of Media Processing Platforms (MPP)s, the virtual servers deployed. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 53

54 Application Concurrent agents Concurrent calls or sessions Concurrent real-time reporting user Concurrent historical reporting user BHCC WFO Select 4000 Based on Avaya Enterprise Cloud: xcaas 2.0 offer 5000 Based on offer and customer requirements. Each recorder can support 250 concurrent recordings. - - Based on the appropriate number of servers. Avaya Aura Workforce Optimization: Call Recording (ACR) 4, Based on offer and customer requirements. Each slave can support about 1000 concurrent recordings for ACR 15.1 and later releases, for G.711 or G.729 codec - - Based on the appropriate number of ACR slaves deployed. POM 1000 agents per zone Maximum 2000 agents with 2 or more zones 50+ simultaneous campaigns Up to 2000 concurrent calls - - Based on the number of MPPs and the predictive call hit rate. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 54

55 Application Concurrent agents Concurrent calls or sessions Concurrent real-time reporting user Concurrent historical reporting user BHCC Avaya Session Border Controller (SBC) 20,000 users on CSR III + Tillera card 10,000 users on CSR III 5000 users on VMware 10,000 sessions on CSR III with Tillera card 4000 sessions on CSR III 1800 sessions on VMware - - Based on type and number of SBCs. Avaya Oceana Solution concurrent calls 3000 concurrent chats with 3 per agent multiplicity 100 supervisors - 20,000 contacts per hour A maximum of 150 tenants supported with CC Elite and up to 10 of these tenants can have Elite Multichannel. For more information on Avaya Oceana Solution, see Deploying Avaya Oceana Solution Avaya Session Border Controller (Avaya SBC) scaling for Avaya Enterprise Cloud: xcaas solution The Avaya Enterprise Cloud: xcaas solution offers multiple UC and CC users/agents profile types based on features and functionality requirement. The Avaya Enterprise Cloud: xcaas solution supports only Avaya SBC on the user access side. Six types of user profiles are defined based on the endpoint and capabilities used. The following are user capacities based on the tested capacity of 4000 concurrent encrypted sessions per Avaya SBC running on the Common Server III(Dell R630 and HP DL 360G9): UC: 10,000 users UC[p]: 10,000 users UC[sc]: 2,500 users UC[p&sc]: 1,800 users CC: 4,000 agents CC[sc]: 2,500 agents One Element Manager System (EMS) supports up to 12 SBC HA pairs, a standby EMS can be deployed in secondary data center to achieve EMS redundancy. In a dual data center December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 55

56 deployment, the SBCs split across two data centers with maximum of 6 SBCs per data center under one EMS. The figure below shows an example of a multi-tenant deployment with two SBCs per data center in order to support a specific user profile capacity: This configuration, for example, would support UC users without shared control or presence. A dedicated Utility server is hosted with settings file for each tenant in primary and secondary datacenter that provides necessary configuration to phones. A unique GROUP ID is used in settings file per customer so that when more than one SBC pair is required to be used for same customer based on group id, a different SIP Proxy list can be provided to phones. Avaya Session Border Controller sizing The Avaya Enterprise Cloud: xcaas solution is targeted to a peak capacity of 4000 concurrent agents and general business users. This capacity might vary depending on the types of endpoints in use and the number of non-agent general business user phones on the same system. Particularly, the more resource intensive Avaya one-x Agent SIP Shared Control endpoint reduces the peak number of agents that a single Avaya Enterprise Cloud: xcaas system can support with a single pair of Avaya Session Border Controller. December 2017 Avaya Enterprise Cloud: xcaas Solution Release Notes 56