1. Avaya Contact Center Control Manager

2. © 2010 Avaya Inc. All rights reserved. What if you could… 1 Requires purchase of additional connectors  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

3. © 2010 Avaya Inc. All rights reserved. Welcome to Contact Center Control Manager Avaya Aura Voice Portal Avaya Aura Experience Portal Proactive Outreach Manager Avaya Aura WFO Avaya Aura Contact Center Deskphones Avaya Aura Comm. Manager App. Enablement Services Avaya Aura Session Manager Contact Center Control Manager Avaya Aura Performance Center Avaya Aura WFO Proactive Outreach Manager Avaya Aura Contact Center

4. © 2010 Avaya Inc. All rights reserved. These all work “as designed” but will seem a bit stodgy to use by the occasional “non-expert” user 4 Contact Center Administration Prior to Control Manager…

5. © 2010 Avaya Inc. All rights reserved. 5 Contact Center Administration … with Control Manager

6. © 2010 Avaya Inc. All rights reserved. Contact Center Control Manager Overview 6  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. © 2010 Avaya Inc. All rights reserved. Contact Center Control Manager Topology 7 Customer Provided HW Control Manager Application FamilyConnectors CM & CC EliteCM Small/Medium (includes 2 Administrator licenses) CM Large (includes 2 Administrator licenses) Multi CM (>3) (includes 2 Administrator licenses) Intelligent RoutingICR MultichannelCCE IC AACC (included with CM connector) ReportingCMS IQ OutboundPC POM IVRVP AAEP Desktopone-X Agent WFORecorder WFO Suite Connectors Administrator License HA License 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. © 2010 Avaya Inc. All rights reserved. Audit Log Captures much more than CM List History For any object, click on ‘Audit Log’ button

9. © 2010 Avaya Inc. All rights reserved. All Changes are listed at a High Level with Drill Down and Rollback Capability View all changes made on the object Select changes to compare (for example the first and last)

10. © 2010 Avaya Inc. All rights reserved. This Screen Illustrates the “Specifics of the Change” View specific changes made, by whom and when Click ‘Rollback’ to revert to previous settings

11. © 2010 Avaya Inc. All rights reserved. New with Avaya Contact Center Control Manager 6.3 (December 2011) Sphere Search Engine 11

12. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. Find Everything You Need to Know Get all the results on same screen where everything that is linked to your request will be displayed based on an advanced algorithm Audit log links can show you the last changes done in the system related to “your request” Confidential – ITNAVIGATOR LTD.

15. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. Find Help Everywhere You Can You can move between search criteria: 1.Your Avaya Environment 2.Product Documentation 3.Usage Information 4.User Group (IAUG/Local) 5.Web Confidential – ITNAVIGATOR LTD.

17. © 2010 Avaya Inc. All rights reserved. Documentation Search Made Easy Get access directly to the part of the document that can help you Confidential – ITNAVIGATOR LTD.

18. © 2010 Avaya Inc. All rights reserved. User Group Integration Find solutions directly in the International Avaya Users Group (IAUG) forum from the same screen! Confidential – ITNAVIGATOR LTD.

19. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. Find Everything You Need to Know Get all the results on same screen where everything that is linked to your request will be displayed based on an advanced algorithm Audit log links can show you the last changes done in the system related to “your request” Confidential – ITNAVIGATOR LTD.

22. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. Find Help Everywhere You Can You can move between search criteria: 1.Your Avaya Environment 2.Product Documentation 3.Usage Information 4.User Group (IAUG/Local) 5.Web Confidential – ITNAVIGATOR LTD.

24. © 2010 Avaya Inc. All rights reserved. Documentation Search Made Easy Get access directly to the part of the document that can help you Confidential – ITNAVIGATOR LTD.

25. © 2010 Avaya Inc. All rights reserved. User Group Integration Find solutions directly in the International Avaya Users Group (IAUG) forum from the same screen! Confidential – ITNAVIGATOR LTD.

26. © 2010 Avaya Inc. All rights reserved. New with Avaya Contact Center Control Manager 6.3 (December 2011) Central License Tracker 26

27. © 2010 Avaya Inc. All rights reserved. Step 1 – Define Your Systems to be Tracked Configure the desired systems to be tracked by ACCCM You can control how much history that you wish to store How do you want your ACCCM to check for license changes (expressed in # of minutes)?

28. © 2010 Avaya Inc. All rights reserved. Step 2A – Configure Your Desired Notifications Configure your desired Notifications

29. © 2010 Avaya Inc. All rights reserved. Step 2B – Defining Notifications Define your desired Notification Type Define your desired Notification Recipient Define your desired Notification Rules

30. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. Step 1 – Define Your Systems to be Tracked Configure the desired systems to be tracked by ACCCM You can control how much history that you wish to store How do you want your ACCCM to check for license changes (expressed in # of minutes)?

33. © 2010 Avaya Inc. All rights reserved. Step 2A – Configure Your Desired Notifications Configure your desired Notifications

34. © 2010 Avaya Inc. All rights reserved. Step 2B – Defining Notifications Define your desired Notification Type Define your desired Notification Recipient Define your desired Notification Rules

35. © 2010 Avaya Inc. All rights reserved. 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. © 2010 Avaya Inc. All rights reserved. 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.