© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Limited Internal Distribution. The information contained in this document may not be distributed or reproduced, in whole or in part. © 2005 Avaya Inc. All rights reserved. Customer Interaction Express Design and Sizing Requirements

2 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Limited Internal Distribution. The information contained in this document may not be distributed or reproduced, in whole or in part. © 2006 Avaya Inc. All rights reserved. Minimum Server requirements Server tested –Fujitsu Siemens –HP –IBM Specs –Intel Processor DualCore 3 GHz or higher –3 GB random access memory (RAM) minimum –Harddisk with at least 80 GB storage capacity –DVD Drive (bootable) –Network interface card (Ethernet) –Mouse –MF keyboard –Raid-system (Raid 1 – Minimum requirement) Platform Software –Windows Server 2003 –Microsoft Vista / Longhorn Check the Offer Definition for updated server specifications

3 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Limited Internal Distribution. The information contained in this document may not be distributed or reproduced, in whole or in part. © 2006 Avaya Inc. All rights reserved. Customer Interaction Express What CIE needs on CM CM version 3.1 AES 3.1 TSAPI basic license per CIE User IP Trunks between CM and CIE –for Topics number depending on maximum number of simultaneous calls coming in to CIE times two as soon as call is in queue or at an agent the topic trunk is available for the next call –for Queues 1.5 trunks per queue position –for Outbound 1.5 trunks per initiated call can be shared with queue trunks the more outbound traffic the system needs to handle the more trunks should be “reserved” for outbound QSIG on CM –Today requires CM Enterprise –Currently negotiating with CM PM to get QSIG feature free of charge

4 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Limited Internal Distribution. The information contained in this document may not be distributed or reproduced, in whole or in part. © 2006 Avaya Inc. All rights reserved. Customer Interaction Express Server Sizing – Current status Test - Cornerstones: –Simple TaskFlow for Voice (Topic – Announcement / Queue - AG) –Queue factor = 1 –Calls / hour is counting calls which got distributed to an agent. –On CM: Same number of Route channels and channels to distribute to agent Identical number of queue channels and channels to get calls out of queue On each agent screen the real time information shown in the screen shot is running Server Hardware used: –Fujitsu Siemens PY TX150S4 F D820, 1 GB, 2x73GB, D GHz Dual Core 2 –IBM 306m 3 GHz –HP DL 385

5 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Limited Internal Distribution. The information contained in this document may not be distributed or reproduced, in whole or in part. © 2006 Avaya Inc. All rights reserved. Customer Interaction Express Server Sizing – Current Status CIE – one server system –on Integral Calls / hour, 100 Voice Agents or Calls / hour, 70 Voice Agents plus 500 s / hour, 15 Agents –on Communication Manager Calls / hour, 40 Voice Agents, 40 Queue Positions or Calls / hour, 25 Voice Agents, 25 Queue Positions plus 150 s / hour, 5 Agents

6 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Limited Internal Distribution. The information contained in this document may not be distributed or reproduced, in whole or in part. © 2006 Avaya Inc. All rights reserved. Customer Interaction Express Server Sizing – Current Status Routing –One server per 30 Agents required –Limiting factor: TOMCAT –Max number of untreated s in the system: 30,000 –Max number of s the system can accept new per hour: 3,600 VoiceControl – IVR –One server per 30 channels required. Communication Manager –Max 40 Queue Positions in a one server system –Max 60 Queue Positions in a two server system –Max 60 Queue Positions per additional server

7 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Limited Internal Distribution. The information contained in this document may not be distributed or reproduced, in whole or in part. © 2006 Avaya Inc. All rights reserved. Customer Interaction Express Server Sizing – Current Status Factors, influencing the server dimensioning: –Number of calls / hour –Number of voice agents –Number of agents –Number of IVR channels –Number of queue positions (on CM)