Avaya Contact Center Control Manager

1. Avaya Contact Center Control Manager

2. What if you could… • Enable the helpdesk to handle all password reset requests (field level RBAC) • Capture the specifics of every administrative change, with rollback (enhanced Audit log at field level) • Add users to CC environment directly from AD (LDAP integration) • Do all of this with HW that can be virtualized • Monitor current license usage (Central license tracker) • Allow end users to manage phone buttons (Visual phone) • Single tool to provision across all apps 1 Requires purchase of additional connectors

3. Welcome to Contact Center Control Manager Contact Center Control Manager Proactive Outreach Manager Avaya Aura Performance Center ProactiveOutreachManager Avaya Aura WFO Avaya AuraExperiencePortal Avaya AuraWFO Avaya Aura Voice Portal Avaya Aura Contact Center Avaya Aura Contact Center Deskphones App.Enablement Services Avaya AuraComm.Manager Avaya AuraSession Manager

4. Contact Center AdministrationPrior to Control Manager… These all work “as designed” but will seem a bit stodgy to use by the occasional “non-expert” user 4

5. Contact Center Administration…with Control Manager 5

6. Contact Center Control ManagerOverview • Provides centralized operational administration for Avaya Contact Center suite • Supports multiple Avaya CMs • Multi-site and multi-tenant environments • Centralized management • Single intuitive interface • Features an advanced security engine that includes roles based access controls (permissions) integrated to Microsoft active directory • Includes a visual call flow designer for CC Elite that allows users to intuitively design: • Vectors, Variables-in-Vectors, VDN Variables, Holiday Tables, Vector Routing Tables, Service Hours Tables and Policy Routing Tables for Percent Allocation An Intuitive Web Based Centralized Administration Solution for Contact Center environments

7. Contact Center Control ManagerTopology Control Manager Application HA License Administrator License Connectors Customer Provided HW Application Platform Microsoft .NET Framework 3.5 AJAX Database MSSQL 2005/8 Standard edition MSSQL 2005/8 Enterprise edition MSSQL 2005/8 Express OS Windows 2003/8 Standard edition Windows 2003/8 Enterprise edition Hardware Quad Core, 2GB RAM, 72GB HD for single server deployment Supports VMWare: ESXI 3.x , 4.x; VSphere

8. Audit Log Captures much more than CM List History For any object, click on ‘Audit Log’ button

9. All Changes are listed at a High Level with Drill Down and Rollback Capability Select changes to compare (for example the first and last) View all changes made on the object

10. This Screen Illustrates the “Specifics of the Change” Click ‘Rollback’ to revert to previous settings View specific changes made, by whom and when

11. New with Avaya Contact Center Control Manager 6.3 (December 2011) Sphere Search Engine

12. Bring the Web to the Contact Center Simple “Google like page” that brings you everywhere you want to go in the contact center Confidential – ITNAVIGATOR LTD.

13. Easy and Intuitive to Use Just start typing what you want to do in free text and the system will suggest relevant options Confidential – ITNAVIGATOR LTD.

14. Find Everything You Need to Know Audit log links can show you the last changes done in the system related to “your request” Get all the results on same screen where everything that is linked to your request will be displayed based on an advanced algorithm Confidential – ITNAVIGATOR LTD.

15. Find Everything You Need to Know Every result is a link directly to the administration screen that allows you to modify your environment Confidential – ITNAVIGATOR LTD.

16. Find Help Everywhere You Can You can move between search criteria: Your Avaya Environment Product Documentation Usage Information User Group (IAUG/Local) Web Confidential – ITNAVIGATOR LTD.

17. Documentation Search Made Easy Get access directly to the part of the document that can help you Confidential – ITNAVIGATOR LTD.

18. User Group Integration Find solutions directly in the International Avaya Users Group (IAUG) forum from the same screen! Confidential – ITNAVIGATOR LTD.

19. Bring the Web to the Contact Center Simple “Google like page” that brings you everywhere you want to go in the contact center Confidential – ITNAVIGATOR LTD.

20. Easy and Intuitive to Use Just start typing what you want to do in free text and the system will suggest relevant options Confidential – ITNAVIGATOR LTD.

21. Find Everything You Need to Know Audit log links can show you the last changes done in the system related to “your request” Get all the results on same screen where everything that is linked to your request will be displayed based on an advanced algorithm Confidential – ITNAVIGATOR LTD.

22. Find Everything You Need to Know Every result is a link directly to the administration screen that allows you to modify your environment Confidential – ITNAVIGATOR LTD.

23. Find Help Everywhere You Can You can move between search criteria: Your Avaya Environment Product Documentation Usage Information User Group (IAUG/Local) Web Confidential – ITNAVIGATOR LTD.

24. Documentation Search Made Easy Get access directly to the part of the document that can help you Confidential – ITNAVIGATOR LTD.

25. User Group Integration Find solutions directly in the International Avaya Users Group (IAUG) forum from the same screen! Confidential – ITNAVIGATOR LTD.

26. New with Avaya Contact Center Control Manager 6.3 (December 2011) Central License Tracker

27. Step 1 – Define Your Systems to be Tracked How do you want your ACCCM to check for license changes (expressed in # of minutes)? You can control how much history that you wish to store Configure the desired systems to be tracked by ACCCM

28. Step 2A – Configure Your Desired Notifications Configure your desired Notifications

29. Step 2B – Defining Notifications Define your desired Notification Recipient Define your desired Notification Type Define your desired Notification Rules

30. Included Real-Time and Historical License Monitoring Reporting Examples Navigate between your desired Real-Time and Historical Views Select which of your systems to display (All= All tracked systems) Review your preferred Information Charting Visualization of Results

31. ACCCM 6.3 License Tracker – Web User Interface Personalized Web Interface that supports “drag and drop with ability to resize every element that can be displayed on the screen.” Absolutely No (zero) Client Installation is required and you can monitor your licenses from anywhere in the world.

32. Step 1 – Define Your Systems to be Tracked How do you want your ACCCM to check for license changes (expressed in # of minutes)? You can control how much history that you wish to store Configure the desired systems to be tracked by ACCCM

33. Step 2A – Configure Your Desired Notifications Configure your desired Notifications

34. Step 2B – Defining Notifications Define your desired Notification Recipient Define your desired Notification Type Define your desired Notification Rules

35. Included Real-Time and Historical License Monitoring Reporting Examples Navigate between your desired Real-Time and Historical Views Select which of your systems to display (All= All tracked systems) Review your preferred Information Charting Visualization of Results

36. Avaya Contact Center Control Manager 6.3 License Tracker – Web User Interface Personalized Web Interface that supports “drag and drop with ability to resize every element that can be displayed on the screen.” Absolutely No (zero) Client Installation is required and you can monitor your licenses from anywhere in the world.