December 2007 What’s New in Avaya Proactive Contact 4.0 Avaya Proactive Contact 4.0 solution is a suite of hardware and software that enables proactive and opportunistic management of customer relationships within a contact center. This is the next major release of Avaya Proactive Contact. The major new features in this release are: ● New operating system (Red Hat Enterprise Linux) and Intel-compatible server platforms provide availability and fault tolerance enhancements ● New deployment options including rack mounted server hardware ● New campaign management and calling list management features added to Supervisor ● New security features ● Simplified installation and operations ● Enterprise licensing ● New maintenance and support offer ● Increased integration with other Avaya products Avaya Proactive Contact 4.0 (PC 4.0) continues to provide superior outbound and blended solutions for next generation contact centers. Like Proactive Contact 3.0, PC 4.0 comes in two versions – hard dialer or large cabinet and soft dialer or CTI version. Note: The Predictive Dialer System (PDS) is being discontinued. The upgrade path for Avaya Predictive Dialing System 12.0 and Avaya Proactive Contact 3.0 is to Avaya Proactive Contact 4.0. New features New backup options Multiple backup and restore methods are provided for Avaya Proactive Contact 4.0. ● Local backup on DVD media ● DDS tape ● Backup a single system or an entire pod ● Backup over the secured network through any dialer in the pod or to a site’s host system ● System image option to replace MoImage: Mondo (To learn more: http://www.mondorescue.org ) Enterprise licensing Proactive Contact 4.0 licenses are now acquired from Avaya WebLM Server, rather than being defined manually in the master.cfg file. Avaya WebLM is a Web-based license manager application
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December 2007
What’s New in Avaya Proactive Contact 4.0
Avaya Proactive Contact 4.0 solution is a suite of hardware and software that enables proactive and opportunistic management of customer relationships within a contact center. This is the next major release of Avaya Proactive Contact. The major new features in this release are:
● New operating system (Red Hat Enterprise Linux) and Intel-compatible server platforms provide availability and fault tolerance enhancements
● New deployment options including rack mounted server hardware ● New campaign management and calling list management features added to Supervisor ● New security features ● Simplified installation and operations ● Enterprise licensing ● New maintenance and support offer ● Increased integration with other Avaya products
Avaya Proactive Contact 4.0 (PC 4.0) continues to provide superior outbound and blended solutions for next generation contact centers. Like Proactive Contact 3.0, PC 4.0 comes in two versions – hard dialer or large cabinet and soft dialer or CTI version.
Note: The Predictive Dialer System (PDS) is being discontinued. The upgrade path for Avaya Predictive Dialing System 12.0 and Avaya Proactive Contact 3.0 is to Avaya Proactive Contact 4.0.
New features
New backup options
Multiple backup and restore methods are provided for Avaya Proactive Contact 4.0.
● Local backup on DVD media ● DDS tape ● Backup a single system or an entire pod ● Backup over the secured network through any dialer in the pod or to a site’s host system ● System image option to replace MoImage: Mondo (To learn more:
http://www.mondorescue.org)
Enterprise licensing
Proactive Contact 4.0 licenses are now acquired from Avaya WebLM Server, rather than being defined manually in the master.cfg file. Avaya WebLM is a Web-based license manager application
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designed to support Avaya software products that require licensing. WebLM can be resident on a separate server, or can be co-resident on the Proactive Contact 4.0 server.
The license file is generated by Remote Feature Activation (RFA), an Avaya Web system that you will use to create Avaya License Files. These files will be used to activate software including features, capacities, releases and offer categories. RFA also creates Authentication Files for secure Avaya Global Services logins for Communication Manager Systems.
Documentation on RFA’s use is in the form of a Job Aid. This document is located at http://support.avaya.com.
Calling list management
New calling list management features within Supervisor enable you to quickly add, change, or delete calling lists to meet the changing needs of your contact center. (These features that were previously offered in PDS Administration Manager and through Avaya service requests.) These new features include:
● Calling list “staging” ● Import wizard ● Export wizard ● Field transformation definition ● Feature configuration ● Conversion sampling
Scheduling
You can now define and manage scheduled tasks using the Supervisor Editor Schedule feature. It provides an Microsoft Outlook look and feel interface for scheduling activities such as record selections, jobs, and host downloads and uploads.
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Record specific messaging
Supervisor now provides an easy to use interface for setting up recorded messages that are specific to each customer.
Completion code management
New tools within Supervisor allow you to add, change, and delete completion codes.
Agent keys management
New tools within Supervisor allow you to set up agent keys for use in Avaya Proactive Contact Agent applications.
Enhancements
Simplified installation, configuration, and operations
One of Avaya’s major goals for Proactive Contact 4.0 was simplification of installation and configuration of the system compared to earlier versions. We accomplished this objective through several means.
● Changing operating systems from HP UX to RHEL meant that many OS features formerly installed separately and manually are now installed automatically. Need preinstalled OS feature examples here.
● Key features now come pre-configured on the Proactive Contact 4.0 system, shortening the configuration and installation time. Need preinstalled PC 4.0 feature examples here.
● Wizards are now provided in Supervisor that reduce configuration and installation time and complexity, especially for campaign management
Note: In some cases, wizards provide the only path for installing certain features.
Health Manager enhancements
The health and monitoring application was a new addition to the Proactive Contact 3.0 Supervisor Suite. It allows you to self-diagnose system issues and quickly recover and to communicate service outages using alerts.. This application replaces the snapshot command-line view of system service health and scripted service activation (of PDS V12) with a real-time user interface.
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Analyst enhancements
Analyst is a powerful query, reporting and analysis tool for the Avaya Proactive Contact System and is a part of Proactive Contact Supervisor Suite. Its main functions are:
● Generate adhoc reporting ● Generate consolidated reporting for multiple Avaya systems ● Provide longer-term storage of data
Feature activation
Key features now come preconfigured on the system, shortening the configuration and installation time.
Language support
Avaya Proactive Contact 4.0 is available in the following languages in addition to US English: Chinese (Simplified), Japanese, Korean, Spanish, Portuguese (Brazil), German, Italian, French, and Russian.
Security changes Security changes in this release include:
● Communicates using Secure Socket Layer (SSL) ● Data transmission is encrypted ● Certificates are used for client and server authentication ● Security settings are saved in *.ini files ● Telnet replaced by SSH ● FTP replaced by SFTP ● Password ageing ● No More hard coding of password in code/registry ● DB passwords can be changed using dbcreate ● Auditor role can be used to monitor bad logins
The table below describes the security feature differences between Proactive Contact 4.0 and 3.0.
Security Feature PC 4.0 PC 3.0 Licensing Licenses are acquired from Avaya
WebLM Server Number of licenses were mentioned in master.cfg
Agent connection SSL connection TCP connection
FTP Tool SFTP connection FTP connection
Telnet Tool SSH connection Telnet connection
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Database Connection Database connection on TCPS port Database connection on TCP port
Password Rotation Password rotation is done for all CORBA users
Hard coded user IDs and passwords were used
Platform changes
Digital switch changes
The digital switch buses are now integrated in the digital switch subrack and the controller. The buses transmit control signals and other information within the digital switch.
Digital Switch Bus Name Description Ethernet Carries communication network traffic between the Avaya Proactive
Contact CPU and the digital switch SCSI Connects the digital switch controller to the digital switch subrack. When
the call center starts a calling job, the digital switch controller uses the SCSI bus to download digitized voice messages to the LPVC card.
Communication Carries control signals and data between the digital switch controller and the cards in the digital switch subrack. When the digital switch is reset, the digital switch controller uses the communication bus to download application software to cards in the digital switch subrack.
PCM Carries telephone audio information within the digital switch. The digital switch uses the PCM bus to link the ports on the port interface cards and service circuit cards in the digital switch subrack.
CPU changes
The CPU is a Hewlett-Packard HP DL 385 G2 server running the Red Hat Linux operating system provided by the Avaya core services. This server controls all dialer operations and provides the interface to supervisors and agents desktops.
The CPU comes with standard RAID 1 configuration. A customer can also order RAID 5 configuration for additional reliability and protection against the component failure. The server comes with 4 GB RAM standard. Additional memory can be added for larger systems. A tape drive is needed for most systems.
The HP Proliant DL385 G2 includes the following components:
● HP DL385R02 TCO Chassis ● HP O2218 DL385R02 FIO Kit ● HP 4GB FBD PC2-5300 2x2GB Kit ● 146GB 10K SAS 2.5 HP HDD
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● HP 8X Slim DVD+RW Drive ● HP E200i FIO Controller / 128MB BBC ● HP RPS 350/370/380G5/385/G2 Kit
The system also can be ordered with the options and add-ons:
● 146GB 10K SAS 2.5 HP HDD ● HP 4GB FBD PC2-5300 2x2GB Kit ● DAT 72 HP external Tape
Maintenance modem
A high-speed Lantronix modem is used for accessing the system remotely for the diagnostic and maintenance purposes. The modem connects an analog telephone line to the access server which in turn provides connection to all the major subsystems.
Uninterruptible power supply (UPS)
The system is protected from disturbances on the “AC Mains” power system by an uninterruptible power supply (UPS). This UPS provides both power conditioning and battery backup for noisy, intermittent, or failing AC power conditions. The UPS provides approximately a seven-minute power reserve to allow a system administrator to shut down the system safely in case of the power failure.
Agent workstations
Each agent computer is integrated into Avaya Proactive Contact with network and voice connections. During active jobs, agents use the voice connection to talk to customers and the data connection to update customer records.
Agent client software is required to integrate agent computers with the Avaya Proactive Contact software suite. Avaya Proactive Contact Agent is the agent software option available for purchase with Avaya Proactive Contact. For contact centers which want to integrate other agent desktop software with the dialer, Avaya Proactive Contact Agent API is available to create custom agent applications.
Agent computers are not supplied by Avaya. The agent application for PC 4.0 will run on any machine that meets Microsoft Corporation’s stated requirements for the Windows XP or Vista, as applicable. Please check Microsoft Corporation’s website to find the most up-to-date XP and Vista requirements.
Capability Minimum Requirements Recommended Requirements Operating system Windows XP or Vista Windows XP or Vista Processor 800 MHz 32-bit (x86) or
Supervisor computers are not supplied by Avaya. The supervisor application for PC 4.0 will run on any machine that meets Microsoft Corporation’s stated requirements for the Windows XP or Vista, as applicable. Please check Microsoft Corporation’s website to find the most up to date XP and Vista requirements.
Capability Minimum Requirements Recommended Requirements Operating system Windows XP or Vista Windows XP or Vista Processor 800 MHz 32-bit (x86) or
Network software TCP/IP, FTP, Telnet, and Rlogin support
TCP/IP, FTP, Telnet, and Rlogin support
Disk drive 4x CD-ROM drive 3.5 inch disk drive
DVD drive 3.5 inch disk drive
Modem 56K baud data modem and DID analog phone line
56K baud data modem and DID analog phone line
Network interface card
Token Ring 4/16 MB per second or Ethernet 10/100 TX SVGA accelerator card with 1 MB VRAM
Token Ring 4/16 MB per second or Ethernet 10/100 TX SVGA accelerator card with 1 MB VRAM
Monitor Super VGA (17 inches or larger) Super VGA (17 inches or larger
Serviceability changes
Warranty
All Avaya Proactive Contact hardware carry a warranty of 1 year and all software carry a warranty of 90 days from the day of installation. If a product does not operate in accordance with the product documentation during the warranty period, the customer must promptly notify Avaya. Avaya, at its discretion, will either repair or replace that product without charge. The customer has the right, as their exclusive remedy, to return that product for a refund of the purchase price or license fee if Avaya is unable to repair or replace the product.
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The warranty period shall begin on the date that Avaya notifies the customer that the products are installed and are in good working order. The system maintenance fee is not started until the warranty expires.
Refer to the warranty contract for the complete terms, conditions, and limitations.
Post-warranty software support
Avaya Proactive Contact 4.0 will follow the new Software Support/ Software Support + Upgrade (SS/ SS+U) model for providing the post warranty maintenance support. Under this model, software support is mandatory at the time of purchase.
Followings are the major benefits of SS/ SS+U maintenance offer. For additional detail, please contact the service offer manager.
● Investment protection ● Upgrade cost under the SS+U model less than even the stand alone single release
upgrade cost ● Predictable cost of upgrade ● No capital budgeting required! ● The hardware and the software support decoupled ● Benefit begins on day 1
The Software Support offer includes:
● Increased coverage to 24 x 7 for major troubles ● Access to Software Service Packs and minor release updates ● Ticket creation and status updates via Avaya’s Self Help Web Site ● Remote telephone assistance from Avaya includes isolation/resolution, including
troubleshooting and assistance ● Access to technical documentation and the new InSite Knowledge Management Tool for
● Software support offer terms as explained above ● Upgrades to major releases along with the benefits of Warranty and Software Support
All benefits available under warranty are available under the hardware support.
Deployment options Avaya Proactive Contact 4.0 has four solutions configurations to provide flexibility. Each of the solution leverages the same software applications for administration, maintenance, reporting, and
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configuration. The connections to the public network, agents, and the external PBX differ from each other.
● Avaya Proactive Contact 4.0 CTI (also known as the soft dialer) which uses Avaya AES to dial out and receive calls
● Avaya Proactive Contact 4.0 Large Cabinet (also known as the hard dialer) ● Avaya Proactive Contact 4.0 PG230 (also known as the hard dialer) ● Avaya Proactive Contact 4.0 Virtual Agent (with Avaya Self Service)
Linux and a new Intel compatible server platform enable Avaya to offer native features that address availability and fault tolerance.
The Avaya Proactive Contact CTI-based dialer is a software-only solution which runs on the HP DL385 G2 CPU. There is, however, additional hardware required to complete the solution. This solution includes the following hardware components:
● CPU: HP DL385 G2 (Customers can procure it on their own or can order them through Avaya)
● Avaya Application Enablement Services 3.1 or later ● Avaya Communication Manager 3.1 or later ● TN-744 Call Classifier Cards version “e” or later (required for predictive dialing) ● Maintenance modem ● Uninterruptible Power Supply (UPS)
The following additional components are also required and are customer-provided:
The CTI based solution uses Avaya Communication Manager to place outbound calls, receive calls, perform call progress analysis and complete agent connections.
● Placing outbound calls Avaya Proactive Contact instructs the Avaya CM to place outbound calls as per the records in the campaign list(s).
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● Call Progress Analysis The TN 744 card in Avaya CM performs the call classification. The Proactive Contact application then takes the appropriate action on that call – such as extending it to an agent, disconnecting it or leaving a pre-recorded messages etc. This card is required for the predictive calling.
● Agent connections Agents use the Avaya CM for connection in this configuration. Agent can be deployed using the entire suite of devices including digital sets, IP sets, IP Agent, IP Softphones, etc.
The diagram below shows the typical CTI deployment:
The systems can be deployed in a pod.
Large cabinet solution
The Avaya Proactive Contact Large Cabinet or turn-key solution is the most popular and the most powerful solution at this time. When ordered, all hardware and software components are delivered as a complete package. Installation services charges are not included in the system pricing.
The Avaya Proactive Contact Large Cabinet System consists of the following hardware:
● Digital Switch Subrack with the required cards such as ENBC card, ETDG card etc. ● Maintenance modem ● Access server
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● LAN Switch
The following components are also required which are customer provided:
● Agent and supervisor workstations ● Agent and supervisor headsets or telephones ● Administrator console ● Printer
The diagram below shows the typical large cabinet configuration:
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PG230 solution
The Avaya Proactive Contact with PG230 or PG230 RM (Rack Mount) switch provides customer with an alternative to the full fledged Large Cabinet turn key solution. Customers wanted an alternative where they could buy the Avaya proprietary switch hardware and procure the non - proprietary on their own. Customers, however, have the option to procure non-proprietary components of the solution through Avaya as well.
In addition to the PG230 or PG230 RM, provided by Avaya, this solution also requires the following components which are supplied by the customer:
● Administrator console ● Maintenance modem ● Access server ● LAN Switch ● Agent and supervisor workstations ● Agent and supervisor headsets or telephones ● Printer
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The diagram below shows the typical PG230 solution configuration:
Virtual agent solution
Virtual agent offer combines the Avaya Proactive Contact solution and the Self Service solutions from Avaya. Both versions of PC 4.0 can work with the Avaya Self Service solution to provide the virtual agent based solution. Businesses can deploy virtual agents innovatively to provide a superior service at a lower cost. Avaya professional services can implement this integration.
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The diagram below shows the typical virtual agent non-CTI configuration:
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The diagram below shows the typical virtual agent CTI configuration:
Documentation, training, and readme files This release includes the following documentation:
● Planning and Prerequisites for Avaya Proactive Contact ● Using Avaya Proactive Contact Supervisor ● Administering Avaya Proactive Contact (Linux-based Interface) ● Using Avaya Proactive Contact Analyst ● Using Avaya Proactive Contact Supervisor ● Using Avaya Proactive Contact Agent ● Avaya Proactive Contact Safety and Regulatory Information ● Avaya Proactive Contact Agent API ● Avaya Proactive Contact Software Developer's Kit (SDK)
Readme files are included with the software files for each application component.
Effective with Avaya Proactive Contact 3.0, new e-learning courses were developed. The courses are available at http://www.avaya-learning.com/. The new courses are:
