5 New Features of Avaya Aura® Experience Portal 6.0 ............................................................. 14 5.1 Intelligent Customer Routing (ICR) .................................................................................. 14 5.2 Integration with Avaya Aura® Contact Center ................................................................... 18 5.3 Migration from Media Processing Server (MPS) .............................................................. 19
6 New Features of Orchestration Designer 6.0 .......................................................................... 24 7 Offer description ...................................................................................................................... 27
8.2.1 Policy Overview ......................................................................................................... 42 8.2.2 Policy Ride-Along, Training and Certification Requirements ..................................... 42
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8.2.3 Quality Framework Resource & Training Library ....................................................... 43 9 Migration Strategy and Planning ............................................................................................. 44
9.1 Selling the Migration from “Old” Systems ......................................................................... 44 9.1.1 The Upgrade Problem Trap ....................................................................................... 45 9.1.2 Summary – Selling the Migration ............................................................................... 47
9.2 The role of application development environment ............................................................ 47 9.3 Migration steps ................................................................................................................. 48
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1 PURPOSE
The purpose of this product definition document is to provide a high level description of Avaya Aura® Experience Portal (AAEP) and Avaya Aura® Orchestration Designer 6.0 (AAOD) and its supporting sales offer. It is intended for internal Avaya associates and Business Partners use only. 2 KEY TRENDS IN SELF-SERVICE
Self-‐service’s role is changing, following changed behavior and expectations from end customers. Their expectations are driving self-‐service, as well as assisted service. They are well summarized by:
- Anticipate: Leveraging real-‐time persistent context for proactive engagement - Automate: Communications-‐enabled business systems for effective voice and web self-‐
service transactions - Accelerate: Optimizing agent, expert, self-‐service interactions across channels for
efficient operations The observed key trends in the self-‐service market are: • More effective routing and queuing callers in front of the ACD at the edge of the network
o Use of SIP to reduce networking expense, o Lowering cost of deploying CTI, o Utilizing presence to leverage key personnel to assist customers
• Service Personalization and Context o Knowing the customer for context o Adopt workflow to previous and anticipated interactions o Increased penetration of Voice Biometrics and data mining to influence the flow of
the interaction • Improved customer experience through speech recognition
o Move away from DTMF to speech o “How may I help you” Call Steering for more accurate identification of caller intent
• Proactive outbound contact and notifications o Tightly integrated with Inbound Self-‐service
• Standardization to streamline integration and application deployment o Adoption of w3c Standards: VXML, CCXML, SMIL, EMMA o Leveraging existing web content and services versus proprietary IVR based
connectors and adapters There is also a demand for a high integration between assisted and self-‐service to increase personalization of self-‐service interactions and to maintain information and context when human agents are engaged. It is essential to utilize previous interactions to influence and direct the current interaction, independent of self-‐service or agent based service. Other aspects are the tight integration with Avaya ACD Vectoring and reporting on the entire call. 3 THE VALUE OF SELF-SERVICE
Self-‐service addresses business issues like: • Cost Management
o It is too costly to provide agent-‐based services to meet desired service levels and inbound contact volume.
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o It is too costly to maintain separate systems and applications for inbound self-‐service and automated outbound application and notification services.
o Customers have invested a lot in applications running on legacy systems. A complete rewrite is exceeding their current budget and impacting the ability for their organization to benefit from the new capabilities of current self and assisted platform.
• Attainment of customer satisfaction goals and improving customer retention o Customers desire immediate, efficient access to key information and services
24/7 every day of the year. o Customers expect companies with which they do business to know them and
they do not like to repeat themselves. They expect self-‐service to be efficient, accurate, and productive.
o When a customer call is transferred from assisted to self-‐service or vice versa and handed over at any point, the customer data already provided is lost and must be re-‐inputted at every transfer.
o Customers are notified of topics relevant to their situation, i.e. such as promotions, only when a call is placed to the company rather than getting automatic notifications via the customer’s preferred channel of choice.
• Not meeting goals for profitable revenue growth o End customers are not aware of new products, services or upgrade offers. o Lack of a cost effective means to contact customers when accounts are past
due. Avaya Aura® Experience Portal combined with Orchestration Designer simplifies creation, execution, and management of self-‐service applications that help businesses reduce costs, improve customer satisfaction, improve TCO, and increase revenue. Reduce labor costs and contact center cost of service:
• Create and implement self-‐service applications that help customers better service themselves 24/7
• Automate all or portions of a customer interaction to reduce labor costs and live agent cost of service
• Lower costs by serving customers more effectively through lower cost automation where preferred and whenever possible
• Reduce and shape inbound traffic by anticipating customer inquiries and taking preemptive action
• Reduce outbound agent costs by automating all or some of the outbound interaction • Further reduce service cost by pre-‐empting inbound inquiries (with Proactive Outreach
Manager) • Fully automate alerts and transactions with web and back office systems
Improve customer satisfaction
• Serve customers better with lower cost self-‐service options that are more efficient and effective than existing agent assisted service
• Deliver services and information that end customers need and want • Ensure transfer of callers to live agent with screen-‐pop of the FULL context of their self-‐
service interaction
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• Differentiate brand image through proactive service and support Reduce inbound/outbound self-‐service costs:
• Centrally managed, distributed architecture results in lower acquisition costs and lower ongoing costs
• Unified administration, management, reporting by using the Experience Portal Manager and sharing services across outbound and inbound self-‐service applications.
• Single platform to manage – utilize Experience Portal and Orchestration Designer as your single platform to manage inbound and outbound customer self-‐service interactions.
• Speech self-‐service enables significant new opportunities for automation, driving a significantly increased ROI
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4 PRODUCT DESCRIPTION
4.1 AVAYA AURA® EXPERIENCE PORTAL OVERVIEW
Avaya Aura® Experience Portal (AAEP) is a web services based, highly scalable, highly reliable platform that delivers enterprise-‐grade automated inbound voice, video and mobile1 applications and outbound voice, video, email and SMS interactions2. It delivers enterprise-‐grade voice and video self-‐service utilizing the latest standards:
• VXML – Voice XML for self-‐service dialogs • CCXML – Call Control XML for telephony control • SMIL – Synchronized Multimedia Integration for video content • SRGS/SISR – Speech Recognition Grammar/Semantic Interpretation for automated
speech recognition • MRCP – Media Resource Control Protocol for controlling speech servers • SIP/H.323 – for telephony control • WSDL/SOAP – for providing communication services through a web-‐service interface
It provides comprehensive built-‐in reporting and management features and allows developers to quickly create custom applications using the Avaya Aura® Orchestration Designer (AAOD). Experience Portal is not a completely new self-‐service platform, but the evolution and latest release of the award winning Avaya Voice Portal. Experience Portal integrates self and assisted service allowing for the simple creation of context rich applications with Avaya Aura® Contact Center. By providing advanced intelligent customer service at the point of entry into the enterprise, Intelligent Customer Routing (ICR) provides flexibility on call treatment, call segmentation, and call routing, across every geographic location and available resource. The Intelligent Customer Routing approach unifies self and assisted service into a dynamic, differentiated experience that serves customer needs while helping businesses dramatically reduce complexity and cost. Intelligent Customer Routing (ICR) dynamically manages all available automated and assisted service resources to deliver a highly personalized, high-‐impact, lowest cost service experience from start to finish. It optimizes use of Experience Portal in front of the ACD in order to move high cost inbound traffic to self-‐service automation where possible. When live agent assistance is needed, Intelligent Customer Routing helps orchestrate agent selection across multiple ACD’s across the enterprise to take full advantage of Avaya’s “best in class” Best Service Routing (BSR) algorithms, while utilizing advanced wait treatments to service the customer while in queue for the agent.
1 With Customer Connections Mobile 2 With Proactive Outreach Manager
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This approach can drastically help lower contact center infrastructure and operating costs without compromising the customer experience, while enabling a competitive advantage by providing highly customized concierge service while end users wait for live agent. Intelligent Customer Routing is powered by Avaya Aura® enabling businesses to connect customers with agents and subject experts anywhere in the enterprise. In addition, Experience Portal is the core platform behind Avaya Proactive Outreach Manager (POM), which enables organizations to create and execute highly cost effective automated campaigns to reach out to customers by voice, email, or text messaging. These campaigns can notify customers of key information, collect responses, and enable them to take immediate action through automated self-‐service or by connecting with an agent. Experience Portal, combined with Proactive Outreach Manager, provides organizations with a single platform for all automated customer care applications and services, whether it’s inbound, outbound, phone, email, SMS text, or even video. This approach helps organizations cost effectively orchestrate the use of enterprise resources and applications to deliver an exceptional customer experience. Migration from other Avaya self-‐service platforms is another important aspect of Experience Portal. While the program for customers with Interactive Response (IR) and Conversant has been in place for several years, there is now a way for MPS customers as well. The majority of them have applications written with MPS Developer, some with heritage Nortel Service Creation Environment (SCE) for MPS, and a few utilizing other tools for creating VXML. The migration approach is to continue to use the MPS assets while building out new applications or expansions using Orchestration Designer. Orchestration Designer supports the handoff to and from MPS Developer applications, which permits self-‐service applications to be implemented in a phased approach with Orchestration Designer while continuing to preserve the investment in MPS Developer. As Orchestration Designer is the common development tool for Experience Portal and MPS, applications developed in Orchestration Designer are guaranteed to migrate with little to no application changes. This is a cost effective approach to gradually migrate to Experience Portal (and its development environment Orchestration Designer). The Experience Portal Manager (EPM, aka Voice Portal Management System) provides a multi-‐tenant capable management interface allowing organizations to administer and manage their automated service applications independently with full roles-‐based access control. The integrated reporting tools enable managers to view the operational efficiencies of the platform as well as monitor the key performance indicators of the automated service applications. The Experience Portal Manager also allows the administration, configuration, and reporting of Proactive Outreach Manager and its campaigns and Intelligent Customer Routing. 4.2 AVAYA AURA® ORCHESTRATION DESIGNER
A central part of automated service is the design environment. Avaya Aura® Orchestration Designer (AAOD), is a drag-‐and-‐drop environment for development and maintenance of inbound and outbound multi-‐channel and multi-‐language self-‐service applications for Avaya Aura® Experience Portal as well as Avaya Aura® Contact Center 6.2 and higher. Orchestration Designer is the repackaging and rebranding of two separate and distinct products:
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• Dialog Designer – for self-‐service application development. • Contact Center SCE – for AACC contact route script development.
The long-‐term vision for the union of these tools is to become part of a unified suite of tools for application development for Avaya products, which requires effort that will span multiple product releases. Until such a time, there are still two separate—though occasionally overlapping—target users for Orchestration Designer 6.0: the contact center manager/developer and the self-‐service/IVR developer (ISVs, SIs, APS, etc.). In some cases the target users for Orchestration Designer exist and operate in separate organizations: the contact center manager responsible for the efficient use of agent resources and customer service, and the LOB owners that develop and manage the self-‐service IVR for their particular organization. For automated services AAOD is the common design environment for Experience Portal, Voice Portal, Interactive Response (IR), and Media Processing Server (MPS). It strictly adheres to standards such as VXML 2.1, CCXML, SMIL, SRGS, etc. and uses industry standard Eclipse as framework. Orchestration Designer is core to the overall self-‐service application migration strategy; nevertheless it is essential to be aware of the scope of AAOD:
• Orchestration Designer will support upgrading Dialog Designer applications. • Orchestration Designer will support upgrading Contact Center SCE applications (CC
scripts only). • Orchestration Designer will NOT support upgrading Nortel Enterprise Systems Self-‐
service SCE applications. These SCE applications will require a re-‐write utilizing Orchestration Designer, but may be able to re-‐use components from SCE.
• Orchestration Designer will NOT support upgrading MPS Developer applications. Many MPS Developer applications, however, will be able to run on the Avaya Aura® Experience Portal and Orchestration Designer applications support the handoff between MPS Developer applications and Orchestration Designer Applications.
• All new self-‐service/IVR applications should be created using Orchestration Designer which can run on both Experience Portal and MPS.
AAOD, like with Dialog Designer, can also “wrap” 3rd party VXML applications into AAOD applications allowing for bidirectional parameter exchange, thus preserving investments in application development.
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4.3 ECOSYSTEM OF APPLICATIONS
Building on the functionality with Voice Portal, Avaya continues to provide a set of applications around Experience Portal such as: • Speech Dial • Call Back Assist • Customer Connect Applications These offerings are part of a next generation application suite that leverages Avaya Aura® Experience Portal as the common automated customer experience platform.
4.3.1 Speech Dial
Speech Dial is a voice-‐driven call routing service that allows callers to simply speak the name of the person or department in order to be connected. The service provides a uniform first contact for customers, enabling companies to reinforce their identity and branding while reducing switchboard operator costs and increasing employee productivity. Speech Dial reduces administrative support costs by automating the switchboard operator function. It frees up skilled and knowledgeable staff from the routine task of transferring calls and customers redeploy them to more valuable activities. Speech Dial ensures that calls are made via the least cost route, reducing the incidence of “off net” calls between employees. It also supports SIP to provide further savings for companies with their own IP networks. It helps improving employee productivity by reducing the time spent searching for numbers. Speech Dial also helps to reinforce company branding and identity by providing callers with a consistent first contact point to ensure a professional contact experience every time. Speech Dial can be ordered through Self-‐service Configurator in ASD -‐> Speech Applications -‐> Speech Vendor. More information on Enterprise Portal
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4.3.2 Call Back Assist
The Avaya Callback Assist Offer enables the Contact Center to present callers the option of a callback during periods of peak call volume when estimated wait time is at its highest. The Callback Assist application provides a caller with choices for their anticipated experience. It announces to the caller the estimated wait time they can expect, and then offers the option of having an agent call them back rather than waiting on hold. In addition, the caller can select either an immediate callback when an agent becomes available or a callback at a scheduled available date and time that they choose. If the caller chooses one of the callback options, they are prompted to record a message with their name and information about the reason for their call prior to disconnecting the session. At the appropriate time, based on whether the immediate or scheduled option was selected, the Callback Assist solution initiates the callback with the contact center agent and plays the recorded message. After the agent listens to the message the callback is initiated and the agent is able to then assist the customer as required. Benefits:
• Create a better overall customer experience by empowering the customer to decide how they interact with the contact center
• Decrease abandoned call rates and achieve SLA’s • Allow more efficient and effective agent interaction and experience, increasing
customer satisfaction and agent morale. Customers are happier, agents are happier • Handle peak call volumes without adding more staff • Completely integrated with Avaya’s Contact Center Platforms • Reduce toll cost of having customers wait on the phone for the next available agent • Leverages CMS reporting to make operational decisions
Call Back Assist is an offer from Avaya Professional Services. More information on Enterprise Portal
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4.3.3 Customer Connections Applications
With Customer Connections Mobile users can get help with issues via their mobile interface, following some initial instructions. The Customer Connections Mobile application can leverage existing self-‐service assets and provide a different way to get to information or help – through the mobile display. Customer Connect mobile applications are developed with Avaya Aura® Orchestration Designer which allows for a single design tool to be utilized for both speech self-‐service and smartphone self-‐service. Customers can use this combined with applications like Callback Assist so callers don’t have to sit and wait on hold, but they can schedule a call back from an agent. The Customer Connections Video solution extends the concepts of a self-‐service kiosk into a full-‐service kiosk by allowing customers to interact via a two-‐way videoconference and collaboration with an agent or other off-‐site or centralized resources. • Consumers can receive
video self-‐help, wait treatment, and 2-‐way collaboration
• Service can be escalated to a video agent with two way video through contact centers
• Agents can share video, documents and web pages to aid the conversation and support
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5 NEW FEATURES OF AVAYA AURA® EXPERIENCE PORTAL 6.0
5.1 INTELLIGENT CUSTOMER ROUTING (ICR)
For large, multi-‐site contact center deployments including onshore and offshore, in-‐house and outsourced resources, Avaya Intelligent Customer Routing (ICR) is a feature of the Avaya Aura® Experience Portal that provides superior customer experiences across automated and agent-‐assisted resources. ICR uniquely combines Self-‐Service Applications (SSA), advanced Wait Treatment Applications (WTA), and real-‐time routing data from multiple ACDs to deliver excellent customer experiences at the lowest possible costs. Additionally, Error Handling Applications (EHA) can be configured to ensure that any error conditions, such as Estimated Wait Time (EWT) spikes at one of the ACDs are easily handled by pre-‐defined business rules. ICR eliminates duplicate, parallel CTI network by leveraging the power of SIP. ICR benefits include: • Superior customer experiences combining automation and agent-‐assisted care ensuring that
the caller always receives the best resources. • Eliminates take-‐back-‐and-‐transfer costs • Eliminates costs/complexity of parallel CTI network • Frees up ACD ports, thus reducing infrastructure costs ICR provides flexibility on call treatment, call segmentation, and call routing, across every geographic location and available resource There are different deployment models for ICR:
- For single CM - Multiple CM’s with single datacenters - Multiple CM’s with multiple datacenters
A typical deployment with several ACD’s behind is shown here. ICR handles the incoming traffic as first entry point, and can deliver self-‐service and automation before calls get to ACD. The enhanced wait treatment keeps the customer on AAEP while preserving their position in queue and allows a dynamic, personalized wait treatment experience.
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Even when starting with a single ACD and PBX, ICR provides benefits by reducing traffic to the ACD and performing self-‐service in front.
Scalability and Disaster Recovery
ICR can provide scalability and disaster recovery utilizing a multiple data center design where AAEP systems are set up in data centers and provide routing to multiple ACDs across an enterprise. By utilizing Enterprise WebLM and Experience Portal licensing, systems can be engineered that support disaster recovery through enterprise-‐wide licensing across data centers. For more information refer to the Resiliency & Disaster Recovery section.
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Reporting and Monitoring ICR reporting and monitoring is integrated into the Experience Portal reporting and monitoring capabilities. The ICR Session Detail Report covers:
• Start Time • Application • Exit Reason • Destination • Re-‐queue Reason List • Maximum EWT, Maximum EWT Destination • Maximum Queue Position, Maximum Queue
Position Destination • Durations of callers in the:
o Call Control Application (CCA) o Self-‐Service Application (SSA) o Wait Treatment Application (WTA)
• Total Sessions Custom reports can also be defined. ICR monitoring is integrated into the Experience Portal Manager’s real-‐time monitoring screens and provides a window into caller activity including the number of calls that are:
• Queued to a skill – report shows current number of queued calls as well as wait time and queue position information.
• Calls in Wait Treatment – the number and details of calls that are queued and receiving wait treatments on Experience Portal.
• Calls in Self Service – information about calls that are currently in self-‐service treatments on Experience Portal.
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ICR Components: ICR Administration in Experience Portal Manager
– ICR Configuration (CC, Skill, VDN, …) – Application configuration (wait treatment, business times, etc.) – Licensing, Logging, Alarming and Auditing – User Roles – Monitoring, Reporting
ICR Core – ICR Core routes the calls to the best resource available. It provides a skill selection
module called Best Service Routing (BSR) to route calls to the Communication Manager (CM). BSR module utilizes Avaya’s Vector capability that uses Expert Agent Selection (EAS) for making routing decisions and provides the best location or skilled agent to which the call can be queued.
ICR Call Control Application (CCA) – Call Control Application (CCA) is a CCXML Application that coordinates all call
activity, moving the call between dialogs and queuing the call at a call center. – When a call arrives, the CCA answers the call and launches the Self-‐service
Application (SSA). The SSA handles the call and if the caller requires additional information with the self-‐services, CCA launches the Wait Treatment Application (WTA) and a call is queued in the call center for an agent.
– The CCA has ability to re-‐queue a call to a different Communication manager in case of a communication manager failure.
Pluggable Data Connector (PDC) in Orchestration Designer – The PDC is a plug-‐in that enables you to access ICR specific operations from within
an Orchestration Designer application. It is a generic connector such that an application developer can use it without knowledge of call centers and ICR Core in the system.
– The purpose of the ICR PDC is to provide the application a SIP URI that is the routing destination for a skill.
Designer VXML applications to demonstrate how caller segmentation, wait treatment, and self-‐service applications can be incorporated into an ICR application.
– These applications are reusable templates that can be further customized to meet many customer scenarios.
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5.2 INTEGRATION WITH AVAYA AURA® CONTACT CENTER
Experience Portal can act as front ending self-‐service solution as well as providing self-‐service and media treatments behind AACC. In both scenarios the context can be handed over between assisted and automated service, so an agent can get the prequalification data from the self-‐service part of the workflow. An agent also can transfer the call to self-‐service with necessary data for e.g. authentication purposes, where the caller is asked for confidential data. Front-‐ending IVR (for AACC/AML and AACC/SIP) In this scenario the call is routed over SIP trunks via CM or CS1000 and SM to AAEP. An Experience Portal application answers the call (“IVR first”), plays a welcome message and gathers customer data (context). The application then transfers the call to AACC, the context is sent in the SIP User-‐to-‐User header or through the Open Networking Interface Landing Pad (AML). Prerequisite: AACC 6.2
For AACC 6.1 (AML) the self-‐service application uses web services into AACC Open Interfaces to reserve a landing pad. The request includes the AAEP callID, and optionally some custom data (name/value pairs). NOTE: AACC Open Networking licenses are required when utilizing the Landing Pad web services. Back-‐end IVR (for AACC/SIP): Experience Portal can provide advanced self-‐service applications in an AACC/SIP environment where the data exchange between AACC and AAEP is performed through SIP messages and web services.
• The AACC script issues GiveIVR command supplying the URI of AAEP.
• AACC sends an INVITE to conference in AAEP, retaining control and reporting of the call.
• The AAEP application performs dialog treatments and may include advanced features such as Text-‐to-‐Speech and Speech Recognition.
• The AAEP application returns the collected data in a SIP INFO message or web-‐services to AACC, and then drops out.
For basic IVR functions in an AACC/SIP deployment, a pre-‐packaged prompt & collect application is delivered with AACC, also referenced as “AACC Basic Port” there. Example applications are available for download on DevConnect at https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=700
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5.3 MIGRATION FROM MEDIA PROCESSING SERVER (MPS)
Experience Portal provides a migration path for MPS customers that have VoiceXML-‐based self-‐service applications. Experience Portal supports standard VXML 2.0 and VXML 2.1 so VXML and SCE applications written for the MPS platform that do not utilize any MPS-‐specific extensions can be ported to run on Experience Portal with few, if any, changes. MPS applications that have been developed using Dialog Designer can migrate to Experience Portal with no changes. MPS customers that would like to migrate to Experience Portal but do not have any immediate plans to change platforms should plan to implement new applications, as well as phasing in components of existing MPS applications, using Orchestration Designer. Orchestration Designer is the “bridge” between the MPS platform and Experience Portal and the MPS platform enables the gradual migration from MPS Developer to Orchestration Designer. Orchestration Designer applications, in part due to their adherence to the VXML standard and the web-‐based application architecture ensure that the applications can run on both platforms without changes. Orchestration Designer also provides the foundation for MPS customers to migrate to multi-‐channel self-‐service, as Orchestration Designer is the design environment for multi-‐channel applications for Experience Portal. Applications developed for MPS in Orchestration Designer often can be migrated to run on Experience Portal with a simple change of the target platform setting. Orchestration Designer licenses are portable between MPS and Experience Portal. For additional information and best practices for migration see the chapter on “Migration Strategy and Planning”.
5.3.1 MPS Developer Application Migration
To migrate MPS Developer applications to Experience Portal, customers should plan the application migration to Orchestration Designer. Orchestration Designer applications are supported on MPS (3.5 FP2 and higher) and the handoff of calls and application data between Orchestration Designer and MPS Developer (both to and from) is supported as well. This permits applications to be migrated to Orchestration Designer in phases—at the customer’s pace—where subsets of the application (e.g. menu branches, call flows, etc.) are implemented in Orchestration Designer while continuing to utilize the MPS Developer application. The migration of applications from MPS Developer to Orchestration Designer can benefit customers in a number of ways:
• Leverage existing web technologies and components (e.g. database, web services) that are likely already in place for the customer’s web portal.
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• Fit within preferred IT infrastructures and architectures. • Retire out-‐of-‐date or legacy components (sometimes customers maintain legacy servers
just to support the IVR). • Utilize common off-‐the-‐shelf components, blade, or virtualized servers for hosting
applications. • Builds the foundation for multi-‐channel self-‐service that can be achieved with
Orchestration Designer and Experience Portal. Experience Portal does not natively support MPS Developer or PeriPro applications.
5.3.2 MPS VXML or SCE Application Migration
It is recommended that customers plan SCE application migration to Orchestration Designer in order to build the foundation for multi-‐channel self-‐service and the migration to Experience Portal. Orchestration Designer applications are supported on MPS (version 3.5 FP2 and higher) and the handoff of calls to and from SCE applications are supported in addition. Orchestration Designer allows the “wrapping” of SCE applications as a “module” and data can be passed between the wrapped application (module) and the Orchestration Designer application. Applications continue to run on the MPS platform. This also allows customers to migrate their applications from SCE to Orchestration Designer in phases at the customer’s pace ensuring a smooth transition of applications to Orchestration Designer. Customers that are running VXML applications, including many SCE applications, may be able to migrate the application to Experience Portal provided the VXML/SCE applications are not using non-‐standard VXML extensions. Experience Portal supports standard VXML 2.0/2.1 and can execute any VXML application provided it adheres to the standard. 5.4 EXPERIENCE PORTAL MANAGER
The Experience Portal Manager (EPM) provides the following key functions: Centralized management
– User and Role management – System Maintenance – System Configuration – Reporting
– Access for custom reporting – Integration with Operational
Analyst The Experience Portal Manager is also used for the centralized management of Proactive Outreach Manager (POM) and Intelligent Customer Routing (ICR).
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User Management • Provides fine grain user roles (operation visible, invisible, read-‐only, read/write).
Combination of operations can be grouped to custom roles, e.g. o Business user that monitors their reports Application administrator that can change hours of operations o Management staff that deals with alarms
• Supports tenant partitioning System Management • Administers all media servers for licensing, switch registration, speech resources, application
resources, etc. • Provisions all media servers with administration data and validates licenses through
integration with the WebLM subsystem • Re-‐licenses and re-‐provisions network elements in case of hardware failures, thus providing
fail-‐over and business continuity functions embedded within the solution. Reporting • Generates reports based on collected
o Call Detail Records (CDR), o Session Detail Records (SDR), and o Application Detail Records (ADR). o Performance
• Allows creation of custom reports • Scheduling of reports: automatic running and delivery of reports via email, RSS Feed and/or
SNMP • Supports access to collected data via schema and database access methods. • Allows multiple AAEP systems to share a common, external, customer-‐provided database
for reporting purposes. Monitoring • Actively monitors all media servers, collecting errors, alarms, logs, call detail records, and
session detail records. • Delivers SNMP v1, v2 and v3 traps to customer-‐provided Network Management Systems. • Integrates to Avaya Services' INADS system via Secure Access Link 1.5 (SAL 1.5) and Secure
Access and Control (SAC) VPN-‐based offerings. The Experience Portal Manager (EPM) provides a bridging role between the communications infrastructure of the media processing platforms and the IT environment that manages that infrastructure. The EPM is a web services-‐based management platform that runs on Red Hat Enterprise Linux 6.
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5.5 EXPERIENCE PORTAL DESIGN AND CAPACITIES
Experience Portal supports up to 500 concurrent sessions per media server (MPP) and a single Experience Portal system (managed by an Experience Portal Manager) supports up to 30 media servers or up to 5000 voice ports (including announcement-‐only ports) and up to 5000 SIP signaling ports. Experience Portal systems, like Voice Portal systems, can be clustered to grow arbitrarily large. A cluster consists of multiple Experience Portal systems each with an Experience Portal Manager and one or more media servers. The entity that ties all the systems into a cluster is a centralized DB (in the current release this DB can be either Oracle, PostGres, or SQL Server and it is provided by the customer). The main information kept in the centralized DB is semi real-‐time operational data (used for monitoring) and the reporting data. 5.6 INTEROPERABILITY
For details see the “Self-‐service Compatibility Matrix” spreadsheet in Job Aids section for the self service products: Experience Portal, Orchestration Designer, Voice Portal, Dialog Designer and Interactive Response. https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0407/JobAidsTools AAEP 6.0 will interoperate with the following products:
• CS1000 7.0 or higher • ACM 5.x or higher • Session Manager 5.2 • POM 2.0 SP4 • AACC 6.1 or higher for “IVR-‐in front” scenario • AACC 6.2 for “IVR-‐behind” scenario as well
Other vendors are supported through the permissive use policy via MRCP v1 and v2 interface. See also “Self-‐service Scope of Support Policy” document on support.avaya.com:
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5.7 VIRTUALIZATION
The Linux-‐based Avaya Aura® Experience Portal (MPP) supports virtualization on VMware. Virtualization support for Experience Portal managed applications (ICR, POM) will be announced and documented separately with their product documentation. For Speech, Loquendo and Nuance are supported via the permissive use policy via MRCP v1 and v2 interface as noted in section 5.8 “Interoperability”. 5.8 LIFECYCLE
Experience Portal adds/upgrades: • Support for Redhat Linux 6 • PostgreSQL 9.0.1 • JDK 1.6.0_23 • Apache http server 2.2.15 • Apache Tomcat 6.0.30
Experience Portal no longer supports:
• Realspeak 4.0 and OSR 3.0 • USB MODEM MT9234ZBA V.92 56K – material code 700451172 -‐ Modem for remote
access
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6 NEW FEATURES OF ORCHESTRATION DESIGNER 6.0
Orchestration Designer is the single design tool for Aura® Contact Center suite experience management applications for design, simulation, maintenance of agent scripts and inbound/outbound self-‐service. It supports Aura® Experience Portal, Aura® Contact Center, and all other Avaya Automated Care platforms (MPS, VP, IR), leveraging best practices from both Dialog Designer and Service Creation Environment for Contact Center. Orchestration Designer is based on Eclipse and consists of two installable modules. The Self-‐service Module is the latest generation of Avaya Dialog Designer and supports multimedia application design, simulation and deployment for all Avaya self-‐service Platforms. The Contact Center Module is based on SCE for Contact Center and supports design of multimedia agent workflows and scripts for Avaya Aura® Contact Center.
Key benefits are:
• Simplify application creation and management -‐ Orchestration Designer is a complete authoring, simulation, and deployment support for interactive multichannel, multimodal workflows and applications.
• Build personalized, cross channel experiences -‐ Create dynamic personalized experiences across phone, email, SMS, video, and even social media.
• Accelerate Time to Market, Lower Risks – Reuse existing, proven applications and workflow elements in the deployment of new services and applications.
• Lower Development Costs – Use of all the latest industry standards, Web services, Java, VoiceXML, CCXML, and Eclipse, maximize interoperability and lower costs.
• Protect Existing Investments – In addition to supporting Experience Portal and Avaya Aura® Contact Center, Orchestration Designer supports MPS, Interactive Response, Avaya Voice Portal, and prior releases of NES Contact Center. It also includes pre-‐built connectors for Avaya Application Enablement Services (AES), Avaya Proactive Contact, and Avaya Interaction Center (IC).
Orchestration Designer ships at no cost with AACC, AAEP, VP, IR and MPS or can be downloaded from Avaya DevConnect (https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=104) Orchestration Designer allows for:
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Dynamic generation of both Speech and DTMF VoiceXML and Video applications. – Embedded VoiceXML and CCXML browser speeds prototyping and design and
debugging – Common VoiceXML/CCXML Browser across platforms reduces deployment risk and
delivers more consistent user experiences – Global language support provided at no additional cost – As an add-‐on option, allows the use of 3rd party speech engines (ASR/TTS) for
application development testing in the chosen language and voice. Generates lightweight, highly distributable VoiceXML
– Enterprise-‐scale distributed development across IP networks – Expanded hosted support allows for enterprise control of hosted applications
Comprehensive debugging and simulation of applications – Embedded VoiceXML and
CCXML browser allows fast simulation and debug of speech or voice/video enabled applications.
– By leveraging your existing Web Server environments for deployment, Orchestration Designer facilitates reuse of Web-‐based integrations, Web Server assets and skills, Web-‐based application development and consistent supply chains, all driving faster time to market and reduced cost of ownership.
– An MRCP interface allows interaction with Loquendo and Nuance speech servers to test sophisticated grammars and speech functionality, in addition to the built-‐in (and cost-‐free) support of Microsoft speech.
Pluggable data connectors – Eclipse-‐based integration and extension points that allow external connectors to
interface and integrate with Orchestration Designer applications. These external connectors are called 'Pluggable Data Connectors'.
– Examples of connectors are connectors to other Avaya platforms such as Avaya Interaction Center, Avaya Proactive Outreach Manager, and Avaya Proactive Contact.
– Pluggable Data Connectors can be easily written for packaging complex legacy enterprise applications via Web Services or integration to 3rd party backend services, CTI, or ACD systems.
Contact Center integration – The Contact Center Module is
based on SCE for Contact Center and supports design of multimedia agent workflows
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and scripts for Avaya Aura® Contact Center – Provides support for existing Contact Centre scripts (import existing AACC scripts) – All applications created in the Contact Centre view are stored in the CCMS database,
no extra backup/restore requirements. – Full OAM integration -‐ avoids manual entry of OAM data.
Additional MPS support – MMF Support – MMF-‐based Localization Bundles for “basic speech” in 20+ languages. – Graphical Shortcuts for handoff to/from MPS Developer applications
Built on open standards and Eclipse framework – Interoperability with WebSphere, Rational, ClearCase, etc. – Exposes all custom tools supported within Eclipse framework – VoiceXML 2.1, CCXML 1.0, SRGS/SSML, SOAP/XML/WSDL, J2EE, SMIL
Support for common operating systems including Windows, Linux, and Solaris
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7 OFFER DESCRIPTION
7.1 EXPERIENCE PORTAL 6.0 SOFTWARE
Avaya Aura® Experience Portal 6.0 is offered as a software-‐only solution bundled with Red Hat Enterprise Linux 6.0 – 32 bit Operating System software. For customers that provide their own hardware, the Experience Portal Linux configuration requires a Red Hat Enterprise Linux 6.0 Server running in 32-‐bit mode. AAEP and AAOD are available as a download from Avaya’s Product Licensing and Delivery System (PLDS) for entitled customers. There is an option to obtain Experience Portal 6.0 core software on a DVD that includes Avayatized Linux as well. Optional components for AAEP such as ICR and POM are available through download only. 7.2 EXPERIENCE PORTAL 6.0 LICENSING
Avaya Aura® Experience Portal 6.0 is license enforced. The license model is “per port”, with the exception of Experience Portal Managers (including auxiliary EPMs), which follow a “per deployment” model. Standard grace period of 30 days applies. 7.3 EXPERIENCE PORTAL 6.0 SERVERS
7.3.1 Experience Portal Hardware Bundle
Avaya Aura® Experience Portal 6.0 is available as a bundled solution comes with HP® ProLiant DL360 G7 server. Server specifications:
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7.3.2 Upgrading from a previous Avaya Voice Portal Hardware Bundle
Customers interested in upgrading to Experience Portal from previous Voice Portal hardware bundles may utilize their servers if they meet the minimum specifications.
Server Avaya-‐branded Name Supported IBM X306M S8500 Not Supported IBM X3250 -‐ Not Supported Dell PowerEdge 1950 S8510 Supported IBM 3550 S8800 Supported HP ProLiant DL360 G7 -‐ Supported
NOTE: The Avaya-‐orderable modem for remote support is no longer supported with Experience Portal so customers upgrading from a Voice Portal hardware bundle that contains a modem will need to order SAL (Secure Access Link) when upgrading to AAEP. Refer to Remote Access via Secure Access Link for more information.
7.3.3 Customer Provided Linux Server
For customer provided servers the minimum (Linux) server hardware requirements are: • Compatibility with Red Hat Enterprise Linux Server Release 6.0 running in 32-‐bit mode.
o For information about hardware compatibility, go to the Certified Hardware section of the Red Hat website, http://www.redhat.com.
• Dual Quad core CPU • 4 GB of RAM. • 120 GB hard disk drive with at least a 7200 RPM rating. • One 100/1000 Base-‐T Ethernet controller that is full duplex (onboard Network Interface
Cards (NICs)). • DVD drive. • Keyboard. • Monitor. • Mouse. • Avaya Secure Access Link (SAL) or Avaya Access Security Gateway (ASG) solution,
optional. o If you purchase a maintenance agreement with Avaya Services, the Experience
Portal system requires SAL or the Avaya ASG solution so that Avaya Services can remotely access the system for maintenance purposes. Contact Avaya Support to determine the version of SAL and Avaya ASG supported.
7.4 PRICING
7.4.1 Overview
AAEP is licensed and offered on a per port basis.
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Voice Ports AAEP “Full” ports may be bundled with speech, i.e. when purchasing Nuance or Loquendo together with AAEP, there is a bundle offer on AAEP ports as well. Options (Add-‐on) on AAEP ports are:
- Video - Call classification (detection of answering machines, call progress, …) for outbound calls
Speech: For interworking with speech (Nuance, Loquendo, others) the MRCP connection is licensed per port, and separately for ASR and for TTS. The MRCP connection is free of charge when speech is purchased through Avaya, otherwise the customer pays to enable ASR/TTS capabilities.
Upgrade/Migration note: With Voice Portal, speech proxy ports were charged on a per-‐server basis rather than a per-‐port basis. When Voice Portal customers migrate (through SSU, or charged) from Voice Portal, then the ASR/TTS proxy ports are provided in the amount of existing voice ports.
There continues to be an Experience Portal speech bundle offer that allows ordering AAEP ports at a reduced price if speech (Loquendo, Nuance) is ordered as well. ICR: For Intelligent Customer Routing (ICR) feature of AAEP, an entity named “Controller” is used as a measure. Each “Controller” provides for 1,000 concurrent queued sessions and the ICR sizing tool will be used to determine number of controllers required in any deployment. A session may be covered by SIP signaling ports, announcement ports, or AAEP full ports
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To better adjust pricing to use scenarios there are also AAEP ports with restricted functionality available for ICR:
• Announcement ports, which do not allow for caller interaction (speech or DTMF) • SIP signaling ports, if ICR is only used to route calls without any playing any
announcements or wait treatments to the caller.
A sizing tool will be provided on the Job Aids help to size the system. AACC/SIP: The mechanism to exchange data between AACC and AAEP is through SIP UUI, using VXML and CCXML. Example applications are available through DevConnect. AAOD: AAOD is licensed the same way as Dialog Designer and available at no cost when purchasing an Avaya IVR (AAEP, VP, IR, MPS). AAOD 6.0 introduces new functionality that allows simulation and test with the actual 3rd party speech engine (Loquendo or Nuance) that will be utilized for production through the MRCP interface. The simulator supports MRCP v1 connections only at this time. With AAOD 6.0 SP1, available February 2012, the simulator can connect via MRCP to a speech engine without a license. The Microsoft speech engine remains a component of the AAOD core software and can still be utilized for testing applications. Resiliency / Disaster Recovery: Experience Portal is a highly resilient solution and supports two forms of disaster recovery. The first—and preferred—mechanism is to use Enterprise Wide Licensing where the Experience Portal system is set up in an active-‐passive configuration and a backup Experience Portal system is maintained in a different geographic location. Upon the failure of the primary site, a manual process is utilized to move licenses from the primary system to the backup site. Under the active-‐passive configuration, no additional licenses are required, however the backup site must be managed to remain current and operational with the primary site. The second mechanism follows an active-‐active site configuration where each Experience Portal system is sized to support the full capacity, however during regular operations where each site is operating normally, peak traffic on the system is only half capacity. With this model a system that effectively handles twice the volume must be configured and “Disaster Recovery” ports may be ordered at a discounted rate from “full” ports. Disaster recover ports carry a few restrictions:
• Enterprise Wide Licensing implementation as the failover strategy/disaster recovery does not require Disaster Recovery ports
• Experience Portal Disaster Recovery ports are to be used only for disaster recovery and not for production traffic.
• The Experience Portal Disaster Recover port material code is used as a “hot standby” disaster recovery strategy only.
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Disaster Recovery ports cannot be ordered through ASD and must be added manually. Contact the Avaya Technicenter Self-‐service group at 888-‐297-‐4700 and speak Voice Portal as an example or send an email to ATAC with subject line of Voice Portal if you need additional assistance in understanding the above. After consulting with the ATAC, the disaster recovery codes will be opened for ordering. AAEP Lab System AAEP Lab System is separated out in an AAEP Lab System Core and a Lab System per port, which allows a higher flexibility for lab systems to be ordered. AAEP Lab System Core covers:
• 1 * ICR Controller AAEP Lab System port covers:
• AAEP port • Video port • Call classification • ASR proxy • TTS proxy.
There is a separate Lab System for POM, requiring the AAEP Lab system as prerequisite. Speech has to be ordered separately. For details see “Self-‐service Speech Support Guide” in Job Aids section of any of AAEP, AAOD, VP, IR, DD:
7.4.2 Migration from other Avaya Self-service platforms
To order a migration to AAEP from IR, Conversant, ICP or MPS, go to ASD – Self-‐service Configurator for “New System”. Enter the amount of ports to be migrated. The quote will automatically contain: • Call classification ports • ASR proxy ports • TTS proxy ports These features are provided at no cost in the same number of ports migrating from the originating platform (MPS, ICP, ...) It is possible to order more ports of AAEP than are available for migration, e.g. if one enters 100 ports to be migrated and puts 200 ports as target on the quote (see picture). When additional ports are added to the system, then these are new ports and additional features need to be added manually. For example:
• Call classification ports may have to be added manually
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• ASR/TTS proxy ports may be charged, if speech is not purchased through Avaya After Experience Portal has been deployed and is operational, the ports on the originating platform must be decommissioned. Migrating from Voice Portal: Covered by PLDS. As the speech proxy offer changed to a “per port” model, ASR proxy ports and TTS proxy ports are included in the amount of voice ports when migrating to AAEP through PLDS. When coming from versions earlier than VP 5.1, call classification licenses are included in the same amount as voice ports. Experience Portal no longer supports the Avaya-‐orderable modem (material code 700451172-‐ USB MODEM MT9234ZBA V.92 56K) for remote access so SAL must be added to the order when migrating from earlier releases of Voice Portal where a modem was used for remote access. Refer to Remote Access via Secure Access Link for more information about SAL. Migrating from Interactive Response: Migrating from IR to Experience Portal is the same as migrating from IR to Voice Portal 5.x. Migrating from MPS: There is no SSU-‐like offer in place at heritage Nortel for MPS covering major release upgrades. The like-‐for-‐like policy for migration applies. For MPS customers there is a migration offer in place (similar to Conversant). It allows purchasing AAEP ports at a reduced price (50%) in the amount of existing MPS ports that will be decommissioned. It includes the call classification license (at no additional cost). To order the MPS migration to AAEP, go to ASD -‐ Self-‐service Configurator for “New System”. Refer to the ordering details in the “AAEP with Migration from MPS” section. Experience Portal does not support MPS Developer applications, so applications must be re-‐written in VXML or Orchestration Designer in order to migrate applications. MPS ports are migrated to standard AAEP-‐Linux VoiceXML ports and applications may need to be re-‐written before they can run on Experience Portal. If the application is being re-‐written for Experience Portal, Orchestration Designer should be used. Nuance speech licenses purchased for MPS require a re-‐purchase fee to be paid to Nuance and requires the speech licenses to be under a current maintenance contract. Until this is coded please work with Erik Johnson ([email protected]). For technical and planning aspects of migration see chapter “Migration Strategy and Planning”. For MPS-‐specific migration information, see chapter “Migration from Media Processing Server (MPS)” Migrating from ICP:
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There is no SSU-‐like offer in place at heritage Nortel for ICP covering major release upgrades. The like-‐for-‐like policy for migration applies. However, to entice ICP customers to move to Experience Portal, Avaya extends a special offer until August 2012 where all ICP licenses can be converted into AAEP licenses at $0. This offer does not include hardware, application development or application modification. After August 2012 the like-‐for-‐like policy applies and AAEP ports may be purchased at a reduced price (50%) in the amount of existing ICP ports that will be decommissioned. ICP ports are migrated to standard AAEP-‐Linux ports and applications may need to be re-‐written before they are supported on Experience Portal. If the application is being re-‐written for Experience Portal, Orchestration Designer should be used. Call classification license are included at no additional costs. To order the ICP-‐>AAEP migration, go to ASD -‐ Self-‐service Configurator for “New System” (See screenshot above). Nuance speech licenses purchased for ICP require a re-‐purchase fee to be paid to Nuance and requires the speech licenses to be under a current maintenance contract.. Until this is coded please work with Erik Johnson ([email protected]). For technical and planning aspects of migration see chapter “Migration Strategy and Planning”.
7.4.3 Pricing overview
Pricing changes from VP / DD 5.1:
• EPM • ICR (added)
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• ASR/TTS proxy now per port, instead of per server
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7.5 ORDERING SCENARIOS
7.5.1 AAEP and EPM
Ordering EPM is necessary to administer AAEP, ICR, and POM.
266391 AAEP 6.X PER EPM LIC $200
7.5.2 AAEP with POM and/or ICR
To order, POM and/or ICR, you must know the numbers and types of ports that will be required. On the Platform screen:
- CTI: Select “None” (Note: prior to the September ASD release, select “For CM/CC Elite”) - Server Provider: Select values based on if this is an Avaya hardware bundled offer or
customer-‐provided hardware. If this is an Avaya-‐provided hardware bundle, enter the number of servers that are required.
On the Voice Channels screen: - Avaya Media Server: Enter 0. (POM & ICR are not supported on the AMS) - EPM Deployments: Enter 1, or greater if additional auxiliary EPMs are required for POM
or ICR. - Depending on the functionality the ICR application needs order the appropriate number
of AAEP Ports: o Full ports (Production Voice) – these are required for any self-‐service application
including DTMF collection or Speech recognition. NOTE: ICR requires SIP ports. o Announcement ports – these ports are used for playing announcements (e.g.
wait treatment). Announcement ports do not support DTMF/Speech recognition.
o SIP Signaling ports (on “optional applications” screen) – these signaling ports are used for queuing the caller at the call center.
- For POM o Order the appropriate number of AAEP ports o Enter the number of call classification ports
§ For the amount of POM ports you need § If the Experience Portal system will be used for any custom-‐developed
outbound applications, then add additional call classification ports.
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On the Optional Applications screen:
- For POM o Enter the number of POM outbound ports that are required o Select if Email and/or SMS is required.
- For ICR o ICR Controller: Use the sizing tool to determine the number of SIP sessions and
controllers that are required. For every 1000 concurrent queued sessions an “ICR controller” component is needed.
o SIP Signaling Ports: Enter the number of signaling ports that are required.
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7.5.3 AAEP with Migration from MPS
This is a license migration from MPS to AAEP. MPS Developer Applications must be ported to VXML or Orchestration Designer before migrating to Experience Portal. This will order an AAEP-‐MPP (Linux) system and is available as software-‐only or as a hardware bundle. On the Platform screen:
- CTI: Select “None” (Note: prior to the September ASD release, select “For CM/CC Elite”) - Server Provider: Select values based on if this is an Avaya hardware bundled offer or
customer-‐provided hardware. If this is an Avaya-‐provided hardware bundle, enter the number of servers that are required.
On the Voice Channels screen: - Migrating Ports: Enter the number of MPS ports to be migrated - Avaya Media Server: Enter 0 - EPM Deployments: Enter 1, or greater if additional auxiliary EPMs are required
Production Voice: Enter the number of target AAEP ports. This number may be higher. Only for those to be migrated the lower price will apply.
- Call Classification: Enter the number of call classification ports. For ports higher than the migrated ports the charged code will be used.
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7.6 MATERIAL CODES
7.6.1 AAEP Core
AAEP Ports 264800 AAEP 6.X PER PORT LIC NEW $1,000
264801 AAEP 6.X PER PORT LIC NEW SPCH PCKG $750
264802 AAEP 6.X PER SESSION SIP SIGNALING $100
264803 AAEP 6.X PER PORT ANNC LIC $300
264804 AAEP 6.X PER PORT IVVR LIC $500
264805 AAEP 6.X PER PORT ENH CALL CLASS LIC $200
For H323 connectivity to CM:
264859 AAEP 6.X PER PT CONN LIC PRE CM 5.X $58
264860 AAEP 6.X PER PORT CONN LIC CM 5.X $58
264862 AAEP 6.X PER PORT CONN LIC CM 6.X $58
264864 AAEP 6.X PER PT CONN LIC MES CM 5.X $58
264866 AAEP 6.X PER PT CONN LIC MES CM 6.X $58
Speech Proxies Speech proxies enable the connection to speech servers. They are not charged when speech is purchased through Avaya. Otherwise a per-‐port charge applies.
264838 AAEP 6.X ASR PROXY CONNECT PER PORT $0.01
264839 AAEP 6.X TTS PROXY CONNECT PER PORT $0.01
264840 AAEP 6.X ASR PROXY 3PTY CONN PER PT $400
264843 AAEP 6.X TTS PROXY 3PTY CONN PER PT $200
AAEP Experience Portal Manager (EPM, aka VPMS) Per deployment (applies to Auxiliary EPM servers as well)
266391 AAEP 6.X PER EPM LIC $200
7.6.2 AAEP Intelligent Customer Routing ICR
264823 AAEP 6.X ICR NEW CONTROLLER LIC $90,000
264824 AAEP 6.X ICR ADDL CONTROLLER LIC $45,000
You additionally need one of these, depending on required functionality:
264800 AAEP 6.X PER PORT LIC NEW
264802 AAEP 6.X PER SESSION SIP SIGNALING
264803 AAEP 6.X PER PORT ANNC LIC
7.6.3 AAEP and POM 2.0
POM 2.0 in AAEP 6.0 requires a different set of codes: 266040 APOM 2.X/AAEP 6.X PRT OUTBND VCE LIC $1,000
266041 APOM 2.X/AAEP 6.X EMAIL CHANNELS $10,000
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266042 APOM 2.X/AAEP 6.X SMS CHANNELS $10,000
Entitlements from POM 2.0 in VP 5.1 are considered automatically.
7.6.4 AAEP Migration from other Avaya Self-service Platforms
There is a general code for migration from other Avaya self-‐service platforms to AAEP: 264832 AAEP 6.X PER PORT MIG FRM AVAYA IVR $500
Tracking codes will be added to order to identify the source of migration: 264980 AAEP 6.X PORT MIG FRM AVAYA IR ENTL $0.01
264834 AAEP 6.X PER PORT CONV MIG TRK CODE $0.01
264835 AAEP 6.X PER PT MPS/VPS MIG TRK CODE $0.01
264960 AAEP 6.X PER PT ICP MIG TRK CODE $0.01 NOTE: This commercial offer for discounted migration licenses is dependent on the commitment that the existing IVR platform is being decommissioned and destroyed. Avaya will be flexible with the duration of overlap (target 90-‐120 days) of legacy IVR platform to the migration to Experience Portal prior to the decommissioning of existing licenses; if the target time period is insufficient for a particular customer situation, then work with Avaya Product Management to reach an agreeable timeframe for the decommissioning of existing licenses. Upon decommissioning of the older Avaya self-‐service platform, a hardware destruction certificate (from an electronics recycler) should be provided to Avaya. If an authentic certificate of destruction is not provided, Avaya reserves the right to bill the customer for the full price of Experience Portal ports.
7.6.5 AAEP Lab System
264846 AAEP 6.X LAB SYSTEM PER PORT $250
264849 AAEP 6.X LAB SYSTEM CORE $2,000
7.6.6 AAEP Server
700501091 DL360G7 SRVR 2CPU MID2 VOICE PORTAL
The hardware bundle for Experience Portal includes Avayatized Linux for DL360G7.
7.6.7 AAEP Media
700501715 AAEP 6.0 HDWR BNDL MEDIA
700501714 AAEP 6.0 SFTW ONLY MEDIA
For Experience Portal software-‐only offers, the customer is responsible for providing server equipment and Red Hat Enterprise Linux 6.0. The media offers include the AAEP core system only; it does not include the ICR package or POM.
7.6.8 Orchestration Designer
A runtime license is required for Orchestration Designer applications to run on Avaya Self Service platforms. To obtain a license, one of the following codes must be added to the order.
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Existing Dialog Designer licenses can be upgraded using 264870. To order an Orchestration Designer license for AAEP, use 264869. Orchestration Designer licenses can be ordered for MPS for those customers that are not yet going to order AAEP through the Additional Products Catalog Configurator in ASD using 266110. Otherwise, AAOD will come with the AAEP migration order.
264869 AAOD 6.X $0.01
264870 AAOD 6.X FOR UPG $0.01
264871 AAOD 6.X FOR UPG ENTITLEMENT $0.01
266110 AAOD 6.X FOR MPS (Not in ASD) $0.01
7.7 UPGRADES AND MIGRATION
Customers on Voice Portal 5.1 or earlier are encouraged to upgrade to AAEP 6.0. Customers on ICP are strongly encouraged to move to AAEP 6.0. ICP is end-‐of-‐sale and software supports ends 18 March 2012. ICP customers should make use of the time-‐limited offer to migrate their ICP licenses to AAEP at no license costs. MPS customers can migrate at their pace. Refer to Migration from Media Processing Server (MPS) for more details. See chapter “Migration Strategy and Planning”. 7.8 PLDS DOWNLOAD Avaya Aura® Experience Portal and Avaya Aura® Orchestration Designer software are both available for download from PLDS.
• Avayatized Linux 6.x ISO file • Avaya Aura® Experience Portal 6.0 Software
o Experience Portal Manager (EPM) Software o Media Processing Platform (MPP) Software
• Avaya Aura® Orchestration Designer 6.0 (also available through DevConnect) 7.9 ORDERING PROCESS WITH AVAYA SOLUTION DESIGNER
The Avaya Solution Designer’s Self-‐service Configurator will be used to configure and order AAEP and AAOD. 7.10 AVAILABILITY
The following components will be globally available on 29 August 2011: • Experience Portal (Linux/MPP) – to support:
o Traditional VXML & CCXML applications o AACC integration: AAEP in front (SIP/AML), AAEP behind (SIP) o Proactive Outreach Manager o Pre-‐packaged applications: Call Back Assist, Speech Dial, Patient Health
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• Orchestration Designer
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8 IMPLEMENTATION SERVICES
8.1 AVAYA PARTNER PREREQUISITE REQUIREMENTS TO PERFORM IMPLEMENTATION SERVICES
Avaya Aura® Enterprise Portal 6.0 Installation Services are to be performed by Avaya Professional Services (APS) until Avaya Business Partners are officially trained and certified to perform this work on Avaya‘s behalf, and have completed the required Avaya Quality Framework New Product Introduction (NPI) Policy requirements for Avaya Aura® Enterprise Portal. Once these requirements have been met, Avaya Partners will be authorized to provide installation services directly to the customer. APS implementation support will continue to be available if further assistance is required. More details on the Avaya Certified Implementation Specialist (ACIS) certification program and associated training / exams for Avaya Aura® Enterprise Portal 6.0 can be found in the Training Section of this Offer Definition and are available by selecting ― Avaya Aura® Enterprise Portal 6.0 on the Avaya Professional Credential Program home page. 8.2 AVAYA QUALITY FRAMEWORK NEW PRODUCT INTRODUCTION POLICY REQUIREMENTS
8.2.1 Policy Overview
Avaya Aura® Enterprise Portal 6.0 requires the Quality Framework New Product Introduction (NPI) Policy for partners that plan to be authorized to deploy this product. Quality Framework optimizes complex solution deployments to enable partners to confidently bring new solutions to customers and grow their businesses. Taking into account both technical and financial impacts, it drives partner profits by accelerating success areas throughout a customer engagement. It consists of a framework of quality processes and services woven together to assure all deployments across the Avaya ecosystem and deliver optimal levels of performance and satisfaction to our customers. The Quality Framework NPI Policy has been constructed to support and accelerate partner deployment readiness for the introduction of new products to market and is applicable to partners who are building service capability to deploy these products.
8.2.2 Policy Ride-Along, Training and Certification Requirements
The Quality Framework Policy requires that Avaya Aura® Enterprise Portal 6.0 platform installations that include one or more of the configuration noted below will be completed by Avaya Professional Services until policy requirements are completed. For customer or partner developed custom applications layered on top of these three configurations, Avaya Professional Services will provide consultancy based on solution’s complexity. Configuration included the following configuration will require Quality Framework ride along support:
• ICR Integration To implement Avaya Aura® Enterprise Portal 6 the following training, ride-‐along, and certifications are required:
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1. Classroom Training requirements Refer to the Credential Requirements section.
2. Ride Along requirements For solutions that include one or more of the configurations noted in the table above, Partners can begin preparing for delivery by completing ride-‐alongs with Avaya Professional Services. Prior to implementing Avaya Aura® Enterprise Portal 6.0 unassisted, the Partner will need to complete required classroom training, product certification, and a minimum of two ride-‐alongs for each configuration under the Quality Framework Policy. During the first ride-‐along, Avaya Professional Services will perform all services while the partner observes and on the second ride-‐along, partner performs services while Avaya supervises and supports as needed.
8.2.3 Quality Framework Resource & Training Library
For additional information on Quality Framework the following resources are available. Quality Framework Portal: http://portal.avaya.com/ptlWeb/services/SV0555/AllCollateral Quality Framework Questions: [email protected] Quality Framework On-‐Demand Training: https://weconnect.avaya.com/apc00090oene/
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9 MIGRATION STRATEGY AND PLANNING
9.1 SELLING THE MIGRATION FROM “OLD” SYSTEMS
Once a self-‐service system is set-‐up, which often times includes building and deploying speech applications, the solution usually continues to run for years on the same technology. However, during this time, particularly if speech is deployed, the speech technology continues to make tremendous progress over the years in terms of features, quality, and voice user interface perspectives. For many customers, this eventually results in deployed applications that are outdated and no longer meet the expectations of end customers in terms of user friendliness and/or expectations based on customer feedback, business efficiency, and flexibility. In addition to the applications, the self-‐service hardware is often—or soon-‐to-‐be—outdated or behind end of manufacturer support. These means customers are now faced with the challenges of an old self-‐service platform and/or an old voice application. Some of these challenges are:
• Lack of flexibility to adapt quickly to business needs • Laborious integration into current business processes • High maintenance and support cost • Risk for business continuity because of no longer supported hardware platform or
software • Outdated voice applications that cause customer frustration and mirrors in company
image (“outdated”).
Especially in difficult economic times efficient self-‐service helps to optimize human and technical resources in a company as well as to create revenue by automation of services, optimize business processes, and improve customer experience. The value of self-‐service is in the applications. So besides all compatibilities the aspect to focus on is: Does the application fulfill today’s needs? The answer to this question drives the migration decision, because during the last years the knowledge on how to build dialogs, speech products and the integration capabilities into customer ecosystem have changed and improved significantly with positive impact on customer benefit. Additionally the end customers’ expectation for a voice user interface increased. Touch tone applications have limited functionality with a non intuitive interface and a rigid menu structure. A voice user interface built on speech recognition provides a more intuitive way to interact and is more convenient to the user.
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9.1.1 The Upgrade Problem Trap
No upgrade is free. The account team does its homework and generate the lowest quote it can using upgrade pricing, discounting, etc., to provide to the customer. The customer's reaction to the quote is usually shock and disbelief -‐-‐ how can they be expected to pay THAT MUCH just to keep doing exactly what they are doing today?! The reaction is pure human nature. The customer is thinking that all he or she wants is to keep things the same. They've been paying little if anything for their self-‐service system for several years. Now they are being asked to pay 10s of thousands to 100s of thousands of dollars just to maintain that status quo. That seems absolutely ridiculous; a real rip off!! You've just witnessed the "upgrade problem," AND you've fallen into the upgrade problem trap. If you find yourself in this position with a customer, you can expect to have some difficult selling to do for what should have been a simple affair. Your loyal customer is now suspicious or even hostile. You aren't "taking care" of them. You've forced them into the uncomfortable position of looking for large amounts of money that they probably hadn't budgeted. They will have to go back to their business owners with the bad news. They may even be forced into a complete buying decision again, and you can be sure that you are no longer the automatic favorite. How can you avoid falling into this "upgrade problem" trap? First, be proactive. You should know:
• What self-‐service system(s) does your customer have? • How old are they? • What release are they on? • How are they programmed? • Is the design documentation for the current application up-‐to-‐date? • Are they still maintainable? • Do they fit with the customer's vision? • Do they fit your account plan?
If you are doing this type of account planning, then you should have a good idea about when to start really working on your customer to upgrade. The best policy is always to keep the customer taking advantage of the upgrade protection built into the current products. Keep the customer aware that they should budget their operational expenses to include an upgrade event every 1-‐2 years -‐-‐ every 2-‐3 years at the most. The upgrade platform release is built into maintenance pricing, but the customer needs to budget for the ancillary costs such as installation & provisioning, their own time and effort to manage the transition and do their own testing. If you are proactive, you can avoid the "upgrade problem," keep yourself in good standing with your customer, and really be looking out for you customer's best interests. Even if you find that your customer has fallen significantly behind, you are better off by bringing the issue to their attention than merely reacting to their request. But if they approach you with an upgrade request, all is not lost. Whether you start the dialog or the customer asks you for the upgrade, here's how you SOLVE THE UPGRADE PROBLEM and AVOID THE UPGRADE PROBLEM TRAP.
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If the customer brings up the upgrade, tell them that you'd be happy to give them an upgrade quote but then turn the conversation around. If you are proactive, tell the customer that they are running a risk by having an old, out of support IVR and then move on with the conversation. The bottom line to SOLVING THE UPGRADE PROBLEM and avoiding THE TRAP is to realize that you need to engage in a new solution sale. Your customer implemented that IVR system 5, 10, 15, 20 years ago (the Conversant may be 10 years old but it may have been upgraded many times and the application was first written 20 years ago). Remind your customer that technology has changed and advanced since they last upgraded their IVR. Be wary of telling the customer that you can replace the existing system with identical functionality. Features and functionalities in the way they operate have changed over the years. The existing application may be based on capability that no longer exists in the newer model. Not to say that the customer is going to be losing functionality, but the approach may need to change. Point out that their business has undoubtedly changed and evolved since those voice applications were designed and deployed. Voice applications are usually built to solve specific problems -‐-‐ what new problems could be solved today if the customer were starting fresh? Remind them that they may have implemented web interfaces that are inconsistent with their voice self-‐service. They may have changed their back end data systems. Their customer's satisfaction with their IVR may not be where it should be or could be (and they probably have little if any real understanding of how their callers feel about their IVR unless it is so bad they have been getting lots of complaints). Further, there may be significant areas in their business that are ripe for additional self-‐service automation. Things they couldn't do previously with touch-‐tone may now be cost effective with speech.
• Partner with your customer. He or she is quite likely to be the IT -‐ telecom organization. Bring in the solution partner (Avaya Professional Services or the ISV that the customer has used in the past if that is still a good relationship; if there is no de facto solution partner, select one who will be the best working partner for you today). Together, offer to work with the business users of the IVR to determine what a new, refreshed IVR self-‐service solution would include.
• Help to develop the business case and ROI that your customer will need to sell that solution to appropriate internal management and to get the budgetary dollars. Here's where you can really shine by being proactive. If you know the customer's budgeting process and cycles, you can do the initial selling to coincide with that activity so that money is built into the next budget cycle for your upgrade. The key is to maintain the high ground.
• Help the customer understand the looming problem. Help them to see how you can be their trusted advocate and adviser crafting the next strategic solution. They already know and like the system they have. They already trust their relationship with you and Avaya. You can head off the need for an RFP in many cases, or if the customer's business process requires an RFP for a major expenditure, you can control
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what goes into the RFP and set yourself up as the de facto system to be beat. Remember, you don't want to upset the customer into an RFP that Avaya might lose.
9.1.2 Summary – Selling the Migration
• The value is in the applications. Migrate applications instead of platform. • Applications implemented 8+ years ago may no longer be adequate or they may be
expensive to maintain. • We gain a valuable opportunity to reacquaint ourselves with our customers by
conducting an application discovery to determine if the existing applications are meeting their business needs:
• Are there opportunities to improve the way they do business?
• Are there new services that can be automated with speech recognition that were not technically available or practical when they implemented the old platforms?
• Has the customer moved from legacy mainframe data access to newer enterprise information system architectures enabling lower integration cost and improved TCO with web services?
• If our customers are looking outside Avaya for other alternatives, then they have already mentally made the decision to rewrite their legacy proprietary scripts. The competitors are selling the value of moving to open standards and its benefits. We may be pushing a new hardware server due to end-‐of-‐life support for old self-‐service platform. In the eyes of the customer, what is a more compelling value proposition and reason to move?
• When we offer an application review, we gain an opportunity to be perceived as consultative and adding real value to the relationship. We also gain opportunities for other Avaya solutions.
9.2 THE ROLE OF APPLICATION DEVELOPMENT ENVIRONMENT As the value of self-‐service is in applications, AAOD plays a key role for transition to AAEP, as it provides standard and therefore portable and reusable VXML and CCXML applications. For Conversant and Interactive Response we had—and still have—a successful transition program in place, which was built on Dialog Designer and continues with Orchestration Designer. The proprietary script applications (TAS) written with IVR Designer could be leveraged on IR while new applications are developed with Dialog Designer. Step-‐by-‐step the proprietary applications were rewritten in VXML and finally can run on Voice Portal and Experience Portal.
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Side note: Though a conversion script was provided, it was not very often requested and used.. The main reason not to do an automatic conversion is that the philosophy behind a VXML/CCXML application is very different and hard to map into a conversion tool. There will always be manual work to do, and this is not only rearranging icons, but may also be recreating proprietary with standard interfaces/functionality. And after an automatic conversion you’ll have to maintain an application based on a proprietary philosophy with a tool that’s optimized for VXML/CCXML/... philosophy. That’s not a good fit.
For MPS there is a similar path and the enabling component is Orchestration Designer. While MPS SCE is an additional development environment for VXML applications, it is the only one for ICP. SCE is not the going forward platform and will no longer be enhanced. There are no plans to provide a conversion tool. Investigations into a conversion tool revealed that there still would be significant manual work to be done, which makes the value questionable. To migrate SCE based applications:
• AAOD (and DD) provides mechanisms to embed SCE and 3rd party VXML applications, which can be seen as a first step for migration. SCE applications can be maintained in SCE only.
• SCE applications should be rewritten with AAOD, but any underlying Java code can often be reused.
In order to better support MPS some extensions have been made to AAOD:
• Support for MMF announcement files • Graphical Shortcuts for handoff to/from MPS Developer applications • Send DTMF via VXML (from SCE) • N-‐best variable for ASR (from SCE)
The long-‐term target is a homogenous environment for self-‐service, based on Avaya Aura® Experience Portal with Avaya Aura® Orchestration Designer as the single development environment. 9.3 MIGRATION STEPS
The following is an overview of options and steps to migrate to Experience Portal and Orchestration Designer. Please note that a key principle for this migration is that all new and additional applications should be written with Orchestration Designer.
• This is the prerequisite for the later migration of applications to the going forward platform.
• It helps to become familiar with the design environment, particularly for Business Partners, System Integrators, and Independent Software Vendors.
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The other principle is step-‐by-‐step approach, which allows for a staggered implementation at the customer’s pace. The first step is to consider the lifecycle of the application. Applications that are nearing, or have reached, the end of their useful lifecycle, then continue to maintain the application in MPS Developer until it can be retired. Newer applications, or applications with years of remaining productive life, can be gradually migrated to Orchestration Designer while continuing to run on the MPS platform. As part of the application lifecycle, new call branches and menus should be implemented in Orchestration Designer utilizing the capabilities on the MPS Platform to effectively wrap Orchestration Designer applications enabling the handoff of calls and data allowing a step-‐by-‐step migration to Orchestration Designer while continuing to utilize the MPS applications and platform. At a point in the future, after applications have been converted to Orchestration Designer and VoiceXML, Experience Portal can be set up as the new platform. Licenses can be migrated from MPS and Orchestration Designer applications can be moved with little or no changes to run on Experience Portal. Another approach is the side-‐by-‐side migration. While legacy applications continue to run on MPS, Experience Portal can be introduced into the enterprise for new VoiceXML and CCXML applications and pre-‐packaged applications such as Proactive Outreach Manager, Intelligent Customer Routing and Callback Assist. Applications developed in Orchestration Designer can be used by both the MPS and Experience Portal platforms. This allows customers to implement call flows (e.g. authentication, address change, billing, etc.) and utilize on both platforms, thereby reducing development and maintenance costs while gradually migrating to Experience Portal.
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10 DOCUMENTATION
Experience Portal documentation will be available on both http://support.avaya.com and http://portal.avaya.com under the Avaya Aura® Experience Portal product areas. The following documentation is available: • Planning for Experience Portal guide • Getting Started guide • Implementation guides • Upgrade guide • Administering Experience Portal • Troubleshooting Experience Portal • Experience Portal Events and Associated Alarms • Experience Portal solution Guide Additional documentation is available on the above sites under Voice Portal product area AAOD documentation will be available on both http://support.avaya.com and http://portal.avaya.com under the Avaya Aura® Orchestration Designer product areas. The following documentation is available: • Avaya Aura® Orchestration Designer Developer’s Guide • Getting Started with Orchestration Designer • Configuration–Service Creation Environment Application Development (heritage Nortel):
updated and integrated with OD Help Additional documentation is available on the above sites under Dialog Designer product area
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11 SERVICEABILITY
System Manager serviceability is based on System Manager’s adopting products (e.g. Communication Manager, Session Manager). 11.1 SUPPORT POLICY Support policy for AAEP, AAOD, VP, IR, and DD is summarized in “Scope of Support Policy” document on support.avaya.com: https://support.avaya.com/css/appmanager/public/support?_nfpb=true&_pageLabel=WNContent_Public&contentid=C20091120112456651010
For MPS-‐related documents see https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0631/ProdOverview
The Customer is not prevented from loading non-‐Avaya-‐certified third party software on MPS Systems but is hereby made aware that Customer utilization of non-‐certified software is beyond Avaya’s control and may inhibit System performance. If the Customer loads and/or executes non-‐Avaya-‐certified third party software, Avaya guarantees neither the function nor the performance of the System. Should Customer request Avaya investigate System errors that are later traced back to third party and/or non-‐certified software, the Customer shall be liable for all costs incurred by Avaya in investigating that error. At the Customer's request and expense, Avaya will endeavor to assist where possible in rectifying System defects associated with third party software but will accept no liability or responsibility for System restoration.
11.2 SOFTWARE SUPPORT AND HARDWARE MAINTENANCE
Experience Portal offers Software Support plus Upgrades (SS+U) and Software Support (SS). 11.3 WARRANTY
Avaya provides a 3-‐month limited warranty on Experience Portal software. Detailed terms and conditions are contained in the sales agreement or other applicable documentation and establish the terms of the limited warranty. In addition, Avaya’s standard warranty description and details for support under warranty are available at the Avaya Support Center under “Additional Information for Avaya U.S. Warranty Policy.” Please see http://portal.avaya.com/ptlWeb/services/SV0452 for more details on Software Support and the adopting products hardware maintenance. 11.4 TECHNICAL CONSULTING SYSTEM SUPPORT
Avaya provides help line support to U.S. and Canadian business partners and Avaya sales teams through the normal pre-‐sales support line, +1.888.297.4700 or +1.720.444.7700. Avaya provides help line/maintenance support to customers that have purchased the adopting products Post Warranty Maintenance agreement during the applicable warranty period through the telephone numbers below. This support includes answering questions regarding System Manager functionality, providing advice to help customers achieve a working solution, resolving existing system issues, and troubleshooting. Escalation to System Manager Tier 4 team will occur as needed.
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Avaya Contact Telephone Numbers
Elite/Premium Customers Please refer to your Avaya contact numbers.
Global Support Services (GSS) – Enterprise +1.800.242.2121
Global Support Services (GSS) – Business Partners for Enterprise Products +1.877.295.0099
Canada Customer Care Center +1.800.387.4268
Caribbean and Latin America +1.786.331.0860
Europe, Middle East, and Africa +36.1238.8334
Asia/Pacific +65.6872.8686 Avaya Professional Services can provide customer specific configuration, programming, and administration support at time and material per incident rates; requests should be sent to the Network Integration Center at [email protected]. Avaya Professional Services will assist with customer LAN or design issues as well; requests should be sent to the Advanced Solution Architects at [email protected]. Avaya Services can also provide customer specific programming and administration support at time and material per incident rates; customers can call +1.800.225.7585. Avaya Services assistance does not include help with customer LAN or design issues. 11.5 PLDS SOFTWARE DOWNLOAD POLICY Customers are required to download System Manager software from PLDS. This software must be kept at the customer site at all times. During remote/onsite installation, troubleshooting, and disaster recovery scenarios, the customer will be asked to provide the software. If the software is not on site, there may be a delay in support or downloading fees may apply. Information on PLDS software download can be found at http://www.plds.avaya.com. 11.6 REMOTE MAINTENANCE
Avaya provides support for purchased software and hardware components. Support is provided under the AAEP “Software Support and Hardware Maintenance” support offer. Please see http://portal.avaya.com/ptlWeb/services/SV0452 for more information about these support programs. Avaya requires remote access to provision and support under the software support maintenance agreement. 11.7 REMOTE ACCESS VIA SECURE ACCESS LINK AAEP provides secure, rapid serviceability and Expert Systems alarming through Secure Access Link (SAL) to Avaya and participating Business Partners. System Manager 5.2 provides secure, rapid serviceability and Expert Systems alarming through Secure Access Link (SAL) to Avaya and participating Business Partners. SAL uses the customer’s existing Internet connectivity to facilitate remote support. All communication is outbound from the customer’s environment using encapsulated Hypertext
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Transfer Protocol Secure (HTTPS). SAL requires upload bandwidth (customer to Avaya/Partner) of at least 90 KB/s (720 KB/s) with latency no greater than 150 ms (round trip). Business Partners without a SAL Concentrator must provide their own IP-‐based connectivity (for example, B2B VPN connection to deliver remote services. Important note: Business Partners and customers must ensure that SAL is always configured and registered with Avaya during installation. Avaya support will be delayed or not possible if SAL is improperly implemented or not operational. While SAL is the default (preferred) remote access method, SAC is still available. Voice Portal customers using SSG (SAC Premium) for remote services must upgrade to SAL for Experience Portal remote support. Customers with SSG servers where SSG is not supporting other products may install SAL software on the SSG server. SAL may be installed on a virtualized server. For more details and minimum hardware requirements for SAL, refer to the APS Secure Access Link Offer sheet on the Enterprise/Partner portal: https://portal.avaya.com/ptlWeb/so/CS2005125161635945060 The Avaya-‐orderable modem (material code 700451172 -‐ USB MODEM MT9234ZBA V.92 56K) is no longer supported with Experience Portal.
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12 AUTHORIZATION
Authorization is the process by which the Channel Partner organization establishes its readiness to support a new or existing product. This readiness may involve both competency of personnel as well as equipment and facilities. Information on Avaya’s Authorization process can be found on the Avaya Connect at Partner Portal> Partner Programs> Programs> Avaya Connect or http://portal.avaya.com/ptlWeb/so/CS200982010758377012 12.1 CREDENTIAL STRATEGY Avaya has a long-‐standing commitment to customer satisfaction. We feel it is essential that our Channel Partners are equipped with the necessary tools to become knowledgeable on the products and solutions, which are sold and maintained. This ensures that the appropriate product positioning, configuration, installation and support services are delivered to the end-‐customer. To support our commitment to the customer, we require a Channel Partner to become authorized in order to resell and service certain products. 12.2 CREDENTIAL REQUIREMENTS
Avaya Certifications and Assessments measure an individual’s competency on Avaya products and solutions. They support partner authorization. The exams associated with Avaya Certifications are closed book and proctored (secure monitored test environment).
12.2.1 Avaya Professional Solution Specialist (APSS)
APSS -‐ Avaya Contact Center
Course# -‐ Course Description
Course Duration (HRs) Media Type
New Content Available
ASC00201WEN -‐-‐ Contact Center Industry Overview 1 e-‐learn Now ASC00673WEN -‐-‐ Contact Center Fundamentals -‐ Assisted Care 1 e-‐learn Now
ASC00674WEN -‐-‐ Contact Center Fundamentals -‐ Performance Solutions 0.5 e-‐learn Now
ASC00675WEN -‐-‐ Contact Center Fundamentals -‐ Automated Care
0.75 e-‐learn Now
ASC00209WEN -‐-‐ Competing with Avaya Solutions for Contact Center
0.75 e-‐learn Now
N/A Designing and Selling Contact Centers 2 Learning Link Now
ASC03000AEN -‐-‐ APSS – CC Assessment 1 Assessment Now Recommended Product Specific Knowledge Sessions for Experience Portal 6.0 Avaya Aura® Experience Portal Product Knowledge Sessions
Course# -‐ Course Description
Course Duration (HRs) Media Type
New Content Available
2C00062O -‐-‐ Avaya Aura® Experience Portal 6.0: What Sales Needs to Know to start the conversation -‐ Level 1 0.5 e-‐learn Now
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2C00063O -‐-‐ Avaya Aura® Experience Portal 6.0: What sales needs to know to continue the conversation -‐ Level 2 (Level 1 prereq)
0.5 e-‐learn Now
2C00064O -‐-‐ Avaya Aura® Orchestration Designer 6.0: What sales needs to know to start the conversation -‐ Level 1
0.5 e-‐learn Now
12.2.2 Avaya Professional Design Specialist (APDS)
APDS -‐ Avaya Contact Center
Course# -‐ Course Description
Course Duration (HRs) Media Type
New Content Available
ATC03000AEN -‐-‐ Pre-‐requisite -‐ Avaya Aura ® Fundamental Technology Assessment 1 Assessment Now ATC00190WEN -‐-‐ Contact Center Technology Fundamentals 8 e-‐learn Now ALI00120WEN -‐-‐Advanced Contact Center Design Tools 3 e-‐learn Now ATA00192VEN -‐-‐ Designing a Winning Solution for Contact Center 8 vILT Now
ATA03002AEN -‐-‐ APDS – CC Assessment 3 Assessment Now
ATC03000AEN -‐-‐ Pre-‐requisite -‐ Avaya Aura ® Fundamental Technology Assessment 1 Assessment Now ATC00190WEN -‐-‐ Contact Center Technology Fundamentals 8 e-‐learn Now ALI00120WEN -‐-‐Advanced Contact Center Design Tools 3 e-‐learn Now ATA00192VEN -‐-‐ Designing a Winning Solution for Contact Center 8 vILT
Now
ATA03002AEN -‐-‐ APDS – CC Assessment 3 Assessment Now The Voice Portal ACIS courses will be retired January 31, 2012. Business Partners who may already have completed ACIS for Voice Portal or are working on ACIS for Voice Portal will be able apply the requirements already met toward the new ACSS. The existing ACIS content will be rolled into the new ACSS for Experience Portal and Orchestration Designer.
12.2.4 Avaya Certified Solution Specialist (ACSS)
ACSS 3305.1-‐ Avaya Aura® Experience Portal with Avaya Proactive Outreach Manager Implementation & Maintenance Exam – Availability December 2011
Questions regarding Avaya Aura® Experience Portal or Avaya Aura® Orchestration Designer shall be directed to Erik Johnson, Self Service Product Manager, at +1.408.562.3491 or [email protected].
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14 APPENDIX
14.1 ABBREVIATIONS
AACC Avaya Aura® Contact Center AAEP Avaya Aura® Experience Portal AML Application Module Link of CS1000 PBX, to send call processing messages AAOD Avaya Aura® Orchestration Designer
Successor of Dialog Designer (DD) and includes AACC SCE CCMM Contact Center Multi Media CCMS Contact Center Manager Server CM Communication Manager (ACM) DD Dialog Designer
Self-‐service development environment EPM Experience Portal Manager,
