Offer Definition Avaya IP Office Contact Center
Contents
1. IP Office Contact Center Offer Definition Maint 1 yr Annual List Price Voice Agent Multichannel Agent Supervisor Agent Wholesale Co Delivery Wholesale Co Delivery Co Delivery List List Wholesale List List List List 8x5 RTS 99 96 75 00 60 00 45 00 180 00 135 00 24x7 RTS 125 04 94 08 75 00 57 00 225 00 169 08 Maint 3 yr Prepay List Price Voice Agent Multichannel Agent Supervisor Agent Wholesale Co Delivery Wholesale Co Delivery Co Delivery List List List List Wholesale List List asrts 2mw0 209 16 167 40 125 64 502 20 376 56 zaxa RTS sassa 262 44 209 16 159 12 627 84 a7ico Maint 5 yr Prepay List Price Voice Agent Multichannel Agent Supervisor Agent Wholesale Co Delivery Wholesale Co Delivery Co Delivery List List List List Wholesale List List 3x5 RTS 450 00 337 80 270 00 202 80 810 00 607 80 24x7 RTS 562 80 423 60 337 80 256 80 1 012 80 760 80 __ _ 22 eee ee 11 3 Quality Framework Please follow the IPOSS Best Practices to ensure a smooth customer experience through quoting ordering and support see above IPOSS link The IP Office system must be registered to activate Avaya support coverage Please visit support avaya com registration for information on the Global Registration Tool GRT 11 4PCN PSN Strategy Product Correction Notice PCN and installation support will be provided to all Avaya IP Office Cont2. IPO500 v2 R9 0 0 1Build1 Server Edition 9 0 1 7 2 Interoperability Matrix There is no special matrix available the 3 party software is listed in the matrix above 7 3 Product Capacity e P Office Contact Center supports up to 100 active logged in agents and up to 500 configured agents when deployed with an IP Office Server Edition e P Office Contact Center supports up to 30 active logged in agents and 150 configured agents when deployed with an IP Office 500v2 Preferred Edition system A VMPRO port is automatically provisioned with every purchased voice agent license to enable agent call recording 7 4 Product Documentation e IP Office Contact Center User Manual User Interface e IP Office Contact Center User Manual TTraceConsole e IP Office Contact Center Installation and Configuration TTrace e IP Office Contact Center User Manual Text Block Administration e P Office Contact Center Addendum Task Tags Page 5 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition e IP Office Contact Center User Manual Taskreporting e IP Office Contact Center User Manual TaskFlow Editor e IP Office Contact Center User Manual System Administrator e IP Office Contact Center User Manual IVR Editor e IP Office Contact Center User Manual Dialer e IP Office Contact Center Addendum Statistics Counters
3. must be added from ADI and certain IP Office Contact Center applications licenses that must be added from PLDS Since there is no interoperability between ADI and PLDS from an order management perspective today nor will IP Office be in PLDS until R10 Global Operations resources will be manually provisioning all the licensing requirements when ordering IP Office Contact Center 10 Order Configurations and Rules This section describes the ways in which an order for IP Office Contact Center its components and software may be configured and the rules for those configurations 10 1 Configurations When configuring IP Office Contact Center the process is designed to be quite simple In EC the user will enter an IP Office configuration for either a 500v2 or Server Edition The user then adds a total number of voice agents license one each required for al agents and the can enable an upgrade for any of the voice agents to a Multichannel agent license Supervisor licenses are added separately but contribute to the overall number of agents in a 500v2 or Server Edition IP Office Contact Center configuration Material Code Item Avaya Price List Qty Extended List Price 306640 IPO R9 IPOCC BASE SE LIC 2255 1 2255 306493 IPO R9 IPOCC BASE IPO 500 V2 LIC 2255 0 SO 306641 IPO R9 IPOCC IPO 500 V2 TO SE LIC SO SO 306495 IPO R9 IPOCC VCE AGT LIC 670 10 6700 306496 IPO R9 IPOCC MULTI CH AGT LIC 402
4. on the Avaya Connect at Partner Portal gt Partner Programs gt Programs gt Avaya Connect or http portal avaya com ptIWeb 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 2Credential 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 Contact Center Solutions for IP Office Easy Add on Partner Credentials Avaya Contact Center Solutions for IP Office Sales 3 hours or less One person holding the APSS to sell either solution Design 3 hours or less One person only for Avaya Contact Center Select Implement and Maintain 3 to 5 days One person holding the ASPS per solution Targeted list price 1920 per KA including the online test 90 list for just the test OR No charge for IPOCC content f
5. perform the work will schedule and coordinate through the Emerging Technologies Solutions Support ETSS team Avaya International Scheduling of customers requiring a Change Notice will be handled through the Emerging Technologies Solutions Support ETSS team When the need arises for Avaya to replace defective components Avaya Labs will issue a Product Correction Notice PCN The standard PCN process applies for Session Manager and System Manager Some components can be upgraded without the need for a field dispatch The same for PSN info Product Support Notices which replace Service Alerts are issued by Tier 4 Engineers and or Product Managers to notify the field of technical workarounds process information or document corrections clarifications in addition to software firmware updates and hardware replacements For a list of issued PSNs go to the Avaya Support Center http avaya com support and search under Additional Information for Product Support Notices Page 11 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy NV IP Office Contact Center Offer Definition 12 Product 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
6. pricing IPOSS on Avaya Partner Portal 11 2Services Configuration and Ordering IP Office Contact Center service is ordered via your Distributor using the existing IPOSS order process Distributors will place the service order to Avaya with the Global Transmittal Form which enables auto procurement and linkage for new End Customer Sold To FLs Automated service ordering via Avaya s new Gift Card process is planned in mid 2014 IP Office Support Services IPOSS is required for IP Office Contact Center and core IP Office servers Service pricing for IP Office Contact Center is incremental to the per server IPOSS pricing IP Office Contact Center service is priced on a per agent voice and multichannel and per supervisor basis The IP Office Contact Center coverage must match the same coverage level as the IPOSS core server coverage IPOSS coverage begins after the implementation is successfully completed and becomes active on the contract start date When IP Office Contact Center coverage is added to an existing Avaya service contract its contract end date will be Co Terminus with the existing coverage The sample shown below is the per agent launch pricing as of February 2014 please reference the Avaya price list for complete IPOSS pricing The List pricing will be discounted based on the partner s Avaya Connect status Page 9 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy NV
7. standalone and network environment Non Disclosure The Avaya non disclosure processes will be followed for any documentation and information being released to the End Customer or any type of Channel Partner s personnel not covered by a contract with Avaya prior to GA Globalization This document is applicable for US Canada UK Australia New Zealand and India for Release 9 0 of IP Office Contact Center 2 About IP Office Contact Center IP Office Contact Center is part of the Avaya Contact Center Solutions for IP Office portfolio IP Office Contact Center is a fully integrated contact center specifically built for IP Office and its addressable market IP Office Contact Center is scalable to meet the market needs of IP Office customers requiring skills based routing call recording and multichannel chat email outbound capabilities IP Office Contact Center is a complete customer interaction suite consisting of call recording for all agents skills based routing voice email and chat multichannel capabilities including historical and real time reporting The Go To Market GTM strategy encompasses simplicity competitive pricing and superior contact center value and capabilities targeted at existing or potential IP Office customers requiring 1 to 100 agents IP Office Contact Center is wholly owned Avaya intellectual property available in Avaya s configuration and order management with tools to enable quick installation provided with
8. the capacity of the Voice Agents 6 2 Migrations When migration from an IP500 V2 with Preferred Edition IP Office Contact Center deployment lt 30 agents to a Server Edition IP Office Contact Center deployment lt 100 agents an IP Office Contact Center migration license is available at no charge provided the license is accompanied by a Server Edition license system order 7 Product Specifications 7 1 Compatibility Matrix IP Office IP Office Contact Center 32 Bit 64 Bit Contact Center GA Month Year Feb 14 Microsoft Windows 2008 Server R2 SP1 Xx Xx Microsoft Windows 2012 Server xX xX Microsoft Windows 7 SP1 x Xx Xx Microsoft Windows 8 1 x Xx Page 4 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy NV IP Office Contact Center Offer Definition VMware vSphere Hypervisor ESXi Versionen 5 0 5 1 X Sybase Adaptive Server 15 5 Java Development Kit 1 7 Update 25 Apache Tomcat 7 0 40 Microsoft Internet Explorer 7 0 Microsoft Internet Explorer 8 0 Microsoft Internet Explorer 9 0 Microsoft Internet Explorer 10 0 Microsoft Office Excel 2003 or Office Excel XP Microsoft Office Excel 2007 Microsoft Office Excel 2010 Microsoft Office Excel 2013 x x x x x x x x x x x x Text to Speech TTS Nuance Vocalizer 5 0 4 Automatic Speech Recognition Nuance 9 0 9 x x x x
9. 0 1 CONFIGURATION Sic daa add 10 1 1 Configuration Rules ocoonosicosissaiacidaiaicosii iii iii einni eiea idii E irra aciiciii 10 1 2 Requirements for Ordering vevecevevevevenenenenenenenenevenenenenenenenenens 10 1 3 Configuration TOOLS mocmmomononenecinicinin rn 11 SELVICES AN A O NN 9 11 1 MAINTENANCE SERVICE OFFER sis isis vesaseasecaccmeseaussasenevedsosnveasoeasine stave sasanevea sisaveasneaneedscubasavesenodsicuveaseeasseudoabeseds 9 11 2 SERVICES CONFIGURATION AND ORDERING cccscccsscssessscececuccescesestscesscescesescssessecuscesessscesseuacessessseesecusceestscesses 9 11 3 QUALITY FRAMEWORK 11 4 PENES SIRATEG Y merere ee ec aell oteoca a E E 12 Prod ct a ET 12 12 1 CREDENTIAL STRATEGY a 12 12 2 CREDENTIAL REQUIREMENTS sijsassesisscnene sens sanhedonuesensnsedecesedegeadbncessbievanvenduhaesbesseliabagaessbegsancaete dones REA 12 13 APPENDIX Product Reference Information c cccccccccccsssesscecccccccecccseeueessceeceeeeucecseeeucesseueeeeeeesessseueeeseueeeeeees 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition 1 About this Document This is a comprehensive pre GA document for IP Office Contact Center that provides information for Channel Partners Distributors Product Management Marketing Sales Engineering Order Management and Training personnel required for the successful introduction of IP Office Contact Center in both a
10. 10 4020 306497 IPO R9 IPOCC SPV LIC 1205 2 2410 Total 15385 10 1 1 Configuration Rules As noted above at a minimum every agent configured for IP Office Contact Center must have a voice agent licenses to be activated in the system Once a voice agent license is added you can upgrade that voice agent to a multichannel agent by adding the multichannel agent license for that agent 10 1 2 Requirements for Ordering No special requirements need be included in the order Page 8 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition 10 1 3 Configuration Tools The following configuration tools are compatible with IP Office Contact Center In some cases the product cannot be configured or ordered without one or more tools e EC Enterprise Configurator e ASD 11 Services and Support 11 1Maintenance Service Offer IP Office Support Services IPOSS is Avaya s maintenance service offer for IP Office and it has been extended for IP Office Contact Center IPOCC To position a complete solution Avaya service coverage is required for IP Office Contact Center and the IP Office servers The section below highlights the incremental coverage for IP Office Contact Center Please reference the IPOSS site on Avaya Partner Portal for complete service offer information including the IPOSS Offer Definition document ordering process and current
11. AVN A IP Office Contact Center Offer Definition Date 28 February 2014 Offer Definition Avaya IP Office Contact Center O 2010 Avaya Inc All Rights Reserved Avaya and the Avaya Logo are trademarks of Avaya Inc and are registered in the United States and other countries All trademarks identified by O TM or SM are registered marks trademarks and service marks respectively of Avaya Inc All other trademarks are the property of their respective owners Avaya may also have trademark rights in other terms used herein References to Avaya include the Avaya Enterprise business which was acquired as of December 18 2009 02 10 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVAVA Offer Definition IP Office Contact Center Offer Definition Product IP Office Contact Center GA Date February 28 2014 Rev Rev Date 1 0 12 02 2013 2 0 2 28 2014 Avaya Source Prime Jay Steinmetz Channel Partner Target Audience Product Management Order Management Training Lab Engineers Sales Engineers Approved by Tony Pereira Director Product Management Mid Market IPO amp CC CHANGE CONTROL RECORD pe Issue Version Prime Summary of Changes 12 02 13 01 Jay Steinmetz Initial draft 12 09 13 02 Jay Steinmetz Updated content 12 16 13 03 Jay Steinmetz Updated and formatted 01 01 14 04 Jay Steinmetz Final Review 01 24 14 05 Ja
12. Avaya s IPOSS Maintenance and Support Services Avaya Responds New Offers for Improved Market Coverage Suite and Enterprise ACM Avaya Aura Contact Center Suite Features HA Session Mgmt etc ACM Avaya Aura Call Center Elite Suite ACCS available Jun 14 in 614 countries Multi channel IPOCC available Feb 14in S W OVA US Canada UK Australia New Zealand India 4 Server Appliance Rlaiional scale possible Sw ISO 8 OVA Inbound Contact ith Nebraska not ICE 1 100 agents Express ICE i Primarily for IPO partners Primarily for CC Voice forensi paten tems 3050100 mm 250 Page 1 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition 3 Contact Center Market Segmentation There are two product included in the Contact Center for IP Office portfolio IP Office Contact Center Avaya Contact Center Select Number of agents 1 100 agents 30 250 agents Reasons for requiring Providing departmental services Call Center Business Travel Agencies Tele Contact Center Sales Service etc Marketing Recruitment etc Typical number of agents 10 to 20 30 as of employees IT Communications Some knowledge but will rely on CIO tech savvy experts most likely familiar Expertise consultants or a trusted relationship with Contact Center database integration with local partner
13. act Center customers Customers with warranty and post warranty coverage will typically receive special consideration for the time and material charges if applicable to a specific product and configuration PCNs are a function of the life cycle of the products PCN installations will take place between the hours of 8am to 5pm local time Monday through Friday excluding Avaya recognized holidays Special billing consideration will be given to customers who either have an Avaya Service Agreement or are under warranty up to but not exceeding an installation absent of labor and material charges The determination of PCN charges if any will be determined on a case by case basis by Avaya Customers who are listed as the technical contact will typically be mailed a letter regarding the PCN notification Page 10 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition Avaya U S Direct Customers U S Field Service Organization FSO technicians will implement this Change Notice for Avaya U S Direct Customers The Emerging Technologies Solutions Support ETSS group and the FSO Change Notice Administration Groups will handle scheduling and coordination Avaya U S BP Avaya Business Partners who elect to perform the work to implement this Change Notice will be responsible for scheduling and coordinating their customer base Those who elect to have Avaya
14. e IP Office Contact Center User Manual Configuration e IP Office Contact Center User Manual Archiving e IP Office Contact Center User Manual Address Book Administration 8 Operating Environment Requirements 8 1 Operating System Compatibility Requirements IP Office Contact Center requires either Windows 2008R2 or 2012R2 operating systems If running in a VMWare environment VMWare ESXi5 8 2 Computing and Server Requirements The targeted call center market is very price sensitive which introduces the requirement to reduce the hardware cost as much as possible and to deliver a full featured call center solution for the IP Office running on a single server system Full features in this case means that all processes for all media and all call center functionalities including the database are running on a single server Nevertheless the system has to deliver enough performance to support the different media static and online monitoring features IP Office Contact Center Server Requirements e Intel Xeon E3 quad core 3 1GHz server 8GB DDR3 ECC e 2 Seagate STSOODMO02 500GB 7200 Rpm SATA 6G 16MB Cache Raid 1 e Raid Controller Intel C202 onboard e 2xNIC1GB IP Office Contact Center Server OS Requirement e Windows 2008 R2 or 2012 R2 Server The following server scenarios must be evaluated and checked to ensure full call center performance is possible e Configured to run virtually on customer partner supplied servers ISO or OVA file e Avaya bes
15. ervice lead times e Order changes e Expedited orders and fees e Product delivery and shipping methods 9 3 1 What Is Supported e IP Office Contact Center will be supported as standalone on IPO 500v2 and Server Edition deployments e An IP Office Contact Center server will only support a connection to a single IP Office e SCN is supported but only if IP Office Contact Center is connected to the IP Office Server Edition Primary Server e Only one IP Office Contact Center server will be supported in an SCN e IP Office Contact Center custom ODBC database connectors are supported via Avaya Professional Services or through other 3 party vendors 9 3 2 What Is Not Supported e IP Office Contact Center will not be supported in a 500v2 SCN e IP Office Contact Center SMS and Fax will not be supported future o Note fax is supported if a fax server is used to convert the fax to an email e IP Office Contact Center High Availability is not supported future Page 7 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition e IP Office Contact Center custom ODBC database connectors are supported via Avaya Professional Services e IP Office Contact Center co resident on same server with other applications is not supported 9 4 PLDS KRS Licenses When ordering IP Office Contact Center there are requirements for certain IP Office applications licenses that
16. etc Key Decision Maker Department or IT lead IT Executive and CFO Selling lead time As short as 1 to 2 months 2 to 3 months likely involves RFI RFP process 4 Commercial Offer Definition IP Office Contact Center is sold in the following US English speaking markets e US Canada UK Australia New Zealand and India IP Office Contact Center Release 9 0 is targeted at customers with up to 2000 total employees requiring 1 to 100 agents requiring voice multichannel and call recording IP Office Contact Center can provide businesses with the means to engage customers in a professional quality contact center environment IP Office Contact Center will be available to new and installed base IP Office opportunities looking to add a voice and multichannel high value contact center solution to deliver a superior customer experience IP Office Contact Center can also be positioned to replace existing solutions and Avaya IP Office Customer Call Reporting CCR 4 1 IP Office Contact Center Value Statements e Delivers powerful comprehensive Contact Center solution capabilities for new or existing IP Office customers to enable superior service optimum agent productivity and consistency with high performance to drive revenues for business and superior value for customers e Improve customer interaction with voice email and web chat in a system that is fully integrated into IP Office Fax and SMS future release e Improved training and conflict resol
17. l partner or customer separately providing the servers to support the IP Office Contact Center software only deployment model 5 2 Prerequisites In an IP 500v2 deployment the base IP Office system must have a Preferred Edition license with an application server with two hard drives configured to run VMPro and Contact Recorder For Server Edition the Server Edition license is required to run IP Office Contact Center plus the IPO SE server must have two hard drives provisioned or an additional server to support Contact Recorder for voice storage In either scenario above it is required that the IP Office system be upgraded to IPO R9 0 2 5 3 Compatibility Factors The IP Office Contact Center is designed to work specifically and exclusively with IP Office IP Office Contact Center will not interoperate with any other product 6 Product Interdependency Requirements e When the Channel Partner or customer provisions the server to support IP Office Contact Center they will be required to also obtain a Windows 2008 R2 or 2012 Rs2 OS license e When provisioning IP Office Contact Center for IP500 V2 or Server Edition Contact Recorder will require an additional HDD be field installed on an application server or the primary server to support the Contact Recorder call recording feature in IP Office Contact Center e Server requirements to support IP Office Contact Center and Contact Recorder are outlined below Documentation will be provided on the A
18. or those holding the SMB Implement and Support KCA AND For a limited time the ACCS content will be available to those with an SMB Implement and Support KCA at no charge APSS APDS ASPS Sales Training Pre sales Design Training Implementation Support web based web based Training Es Offering 8S00010E Offering pee apse 2001000 Not Required Targeted 2 24 for KT 3 7 Test 4 11 ontact Center Test 2M00001A Virtual Campus Theory 5 19 Lab Avaya Contact Available now sch Sra a Offering 8S00020E Center Select Content Deliver Dates TBD Targeted 4 28 Training and Test Existing IP Office Authorization Required Sales 2 APSS Implement 1 AIPS or Maintain 1 ACSS Page 12 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition 13 APPENDIX Product Reference Information Product Information Avaya IP Office Contact Center Product page on www avaya com or SME Sales Portal End of Document Page 13 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy
19. stall and maintain See Configuration notes in section Order Configurations Rules and Forms further down in this document Below are the material codes descriptions and pricing for IP Office Contact Center Material Code Item Description Avaya Price List 306640 IPO R9 IPOCC BASE SE LIC IPOCC Base System Software Appliance ISO or OVA 2 255 for IPO Server Edition 306493 IPO R9 IPOCC BASE IPO 500 V2 LIC IPOCC Base System Software Appliance ISO or OVA 2 255 for IPO 500v2 306641 IPO R9 IPOCC IPO 500 V2 TO SE LIC IPOCC Base System Software Appliance ISO or OVA 0 306495 IPO R9 IPOCC VCE AGT LIC 1x Contact Center Voice Agent License includes Call 670 Recording port 306496 IPO R9 IPOCC MULTI CH AGT LIC 1x Contact Center Multichannel Agent License 402 must be added to Voice Agent License 306497 IPO R9 IPOCC SPV LIC 1x Contact Center Supervisor License Includes Voice amp 1 205 Multichannel amp Call Recording 9 1 Pricing Tools and References Pricing will be available in EC and ASD For R9 0 2 IP Office Contact Center content will be in PLDS and IPO content will be in ADI Provisions are made to support the two discreet order managed systems until R10 9 2 Ordering Procedures Standard IP Office ordering procedures will be used 9 3 Standard Ordering Procedures Standard ordering procedures for all Avaya IP Office Contact Center will be aligned with IP Office including e Order placement methods e Lead times e S
20. t practice requires that IP Office Contact Center is assigned the required memory CPU runtime parameters as outlined above e If configuring IP Office Contact Center via an OVA file Avaya recommends that to ensure best performance IP Office Contact Center should be run in its own virtual environment e Ifthe end user or partner opts to include other applications into the same virtual environment as IP Office Contact Center they will be required to support the deployment themselves and not through Avaya e Customer must provide a separate chat server and chat service for such applications e For database and Email please refer to product documents and manuals to implement standard interfaces e When deploying Contact Recorder for Server Edition the partner or end customer must provide a secondary HDD installed on the primary server to run Contact Recorder e g HPDL360 or Dell R210 If an HPDL120 is used Contact Recorder and the secondary HDD must be run on a separate Application Server e When deploying Contact recorder for 500v2 and Preferred Edition an Application Server must be added with two 2 HDD to support both Contact Recorder and VMPro Page 6 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition 9 Product Order Codes Pricing and Licensing IP Office Contact Center is designed to be as simple to configure and price as it is to in
21. uct Specifications cccccsccscsssssesssssecsscesscesecssecssecseecseeseecseccseeceeecseesesesssceseeeseesesssesessecsscsasessecsaecsaecseecaeeseeegeeeaes 4 7 1 COMPATIBILITY MATRIX errno enar a A E A E a EE E a EEOAE aE a Ea rae e 4 7 2 INTEROPERABILITY MATRIX cococococononananananananananananananananananan ana an o nono nene ne nene nr enn n earn rn EEE n rn nono nora nora ron cn nn nn nn cn cnnnnnanons 5 7 3 PRODUETCAPACI Aa asias 5 7 4 PRODUCT DOCUMENTA TION cis 5 8 Operating Environment Requirements ccccesceseeseeseeseesseeeseeeeeeeees 8 1 OPERATING SYSTEM COMPATIBILITY REQUIREMENTS 8 2 COMPUTING AND SERVER REQUIREMENTS ccceseessessceceeesessecnseeeseseenseaneeaeeeseaneaeeeaecesnenscenseeesensoaseaseenseensaneaees 9 Product Order Codes Pricing and Licensing csccssessesscssessscssecssecssecssecseecaeeseecaeecaeeceteseeeseseessesesesestesseeseeeneees 9 1 PRICING TOOLS AND REFERENCES ccssssseseeeeeeeeeeees 9 2 ORDERING PROCEDURES ccooococcnnnnnnnnnnoss 9 3 STANDARD ORDERING PROCEDURES 9 3 1 What ls Supported aisse EEE AEE EAR rn 9 3 2 What Is Not Support crccccccccccccccccccccccccccccecceceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeseseseseseseseseseseseseseneneges 9 4 PLDS KRS LICENSES ssacdseieasscssucsicsdsseeshedaecassiaeivoushea cave EAA AEE EA aR a A ea ra daaa e tous akai 10 Order Configurations and RuleS ooononoccnoonnoonconnnoncnnncnnnronorononnnonanonar on conan NEE E a SEA AAEN e EEE raro an E EES ES 1
22. ution call recording and store for every agent not reliant on preferred edition ports e Faster call resolution skills based routing routes callers to the most able agent e Provided at a very attractive price point to deliver best value solution in the industry Page 2 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition 5 Product Rules IP Office Contact Center is designed to work seamlessly with IP Office through the use of a custom CTI interface enabling full integration IP Office Contact Center is fully supported on the IP Office 500v2 chassis and Server Edition for up to 100 agents IP Office Contact Center will be offered in either ova or iso software only deployment options in Phase 1 To configure IP Office Contact Center simply add the number of voice voice plus multichannel or supervisor licenses to complete the contact center configuration Both the iso and ova deployment options for either the 500v2 or Server Edition platforms contain all the base software requirements to integrate IP Office Contact Center to IP Office This includes a CTI Pro license a SIP endpoint license for media paths and Contact Store for call recording storage and retrieval It is required that the IP Office system be upgraded to IPO R9 0 2 from R9 0 5 1 Materials e No other materials are required in the offer with exception to the channe
23. vaya IP Office Contact Center Product page on www avaya com or SME Sales Portal Page 3 of 13 Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy NV IP Office Contact Center Offer Definition Capacity Call Server Up to 30 Agents IPO 500V2 No Multisite support over a SCN Partner Provided IP Office Contact Center IPOCC Partner Provided Server Application Server Server Requirement Intel Xeon E3 Quadcore 3 1GHz server 8GB DDR3 ECC Yui a i 1x Seagate ST500DM002 500GB 7200 Rpm SATA 6G 16MB VMPro Cache Contact Recorder Raid Controller Intel C202 onboard Provision additional hard 1x NIC 1 GB drive for Contact Recorder OS Windows 2008R2 or 2012R2 Server IPO SE Example Servers Up to 100 Agents for Dell R210 220 or IPOCC Fujitsu Primergy TX1000S3p IPO SE Primary Server Contact Recorder loaded on IPO and up to 32 nodes SE Dell R210 220 HP DL360 Avaya recommends adding a second 500GB HDD and Provision additional hard drive for RAID to support IP Office Contact Center Contact Recorder 6 1 Upgrades IP Office Contact Center voice agents can be upgraded to also support multichannel capabilities by purchasing the multichannel agent license and adding it to the Voice Agent A voice agent license is required for all multichannel upgrades The maximum number of Multichannel licenses available for IP Office Contact Center is 100 as per
24. y Steinmetz Final Amendments 02 28 14 06 Jay Steinmetz Adjusted IPOCC server specs GA Avaya Inc Proprietary Use pursuant to the terms of your signed agreement or Avaya policy AVN A IP Office Contact Center Offer Definition Table OF Contents acoso naciona iaa caida a secs sdoeseas adecabbedcnes as a aa aaa aa a E a aias Das iii 1 About this Document sssi ssis iosuada narea aa aa ara a side sdedsdesesddesdadsindesdedsdsaiaedesseasbcesdedsnaeaiansadadasdeace 1 2 About IP Office Contact Center wins svecscaisvscawecsierceaceseu s x eacessnideasens asi a a E aaa ea aa eaa ao aaa aaa ends 1 3 Contact Center Market Septet tations cciseisissasecseaiscetscrsceasoevesivotusosionsiaevastnstavoibesiootacosiansdoabdsbsedveuseesioodiguvaesnsnnvdi 2 4 Gommercial fet Define leaders 4 1 IP OFFICE CONTACT CENTER VALUE STATEMENTS 5 Product RUNES assasonar naass n d aiae neas aa aai Saade aa deine desisaed seiasanksdewedwanesauccsssacusdsesons 3 Al MATERIA S O EEEE EE EEE EEEN ER E 3 5 2 PREREQUISITES sss ihs sasseasceaaadaadoasasaaeapasbasstaveasssind saan gees SEAE e pasasaan ea S snes a Ea e EESE akara nasaka siea aaia 3 5 3 COMPATIBILITY FACTORS cerise nerean a E EA Eaa A E Ea a eiie 3 6 Product Interdependency RequiteMents cccccccccsrsesreeseesesscenscesecssecsaecssessecssecseecseecaescseeeescseseateeeteeesenseeeeseaentees 3 6 1 ASA A O A 4 6 2 MIGRATION rra rio ES E R E A E O A e aii 4 7 Prod
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