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Date: January 9, 2015 ____________________________________________________________________________________________

Offer Definition

Avaya Experience Portal and Orchestration Designer - 7.0 and 7.0.1 (Feature Pack 1)

Intelligent Customer Routing - 7.0.1 ©2014 Template Rev 1.0 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 ®, 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 Nortel Enterprise business, which was acquired as of December 18, 2009. 02/10



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Offer Definition Compass ID: 164046-85081

Product Avaya Experience Portal, Orchestration

Designer and Intelligent Customer

Routing

GA Date December 30th 2013 - 7.0

November 17th 2014 (target date) - 7.0.1

March 9, 2015 (target date) ICR 7.0.1

Rev # Rev Date

Avaya Source Prime Channel Partner Target Audience

Yolanda Schwartz, Product Manager Product Management, Order Management, Training, Lab

Engineers, Sales Engineers

CHANGE CONTROL RECORD

Date

(mm/dd/yy)

Issue/Version # Prime Summary of Changes

09/02/13 0.1 Kris Chakravarthi Initiate

09/14/13 0.2 Kris Chakravarthi, Nitin Shroff Draft

11/11/13 0.3 Kris Chakravarthi, Nitin Shroff Update ICR, POM

12/02/13 1.0 Kris Chakravarthi, Nitin Shroff Finalize

9/19/14 1.1 Kris Chakravarthi Updates for AEP/OD 7.0 Feature pack 1

10/7/14 1.2 Kris Chakravarthi Finalize

01/09/15 1.3 Nitin Shroff Updated with ICR 7.0.1 features



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TABLE OF CONTENTS

ABOUT THIS DOCUMENT ........................................................................................................................ 6

ABOUT EXPERIENCE PORTAL, ORCHESTRATION DESIGNER AND INTELLIGENT CUSTOMER

ROUTING .................................................................................................................................................... 6

SELF SERVICE AUTOMATION OVERVIEW ....................................................................................................................... 6 Self Service Trends ........................................................................................................................................ 6

SELF SERVICE VALUE PROPOSITION. ............................................................................................................................... 7

AVAYA AURA® EXPERIENCE PORTAL OVERVIEW ............................................................................... 9

EXPERIENCE PORTAL MANAGER ........................................................................................................ 12

AVAYA ORCHESTRATION DESIGNER OVERVIEW ............................................................................. 14

INTELLIGENT CUSTOMER ROUTING (ICR) OVERVIEW .................................................................. 17

ECOSYSTEM OF APPLICATIONS ............................................................................................................ 20

PROACTIVE OUTREACH MANAGER (POM) ...................................................................................................................20 PROACTIVE OUTREACH FOR PAYMENT SOLUTIONS (POPS) .........................................................................................21 CALL BACK ASSIST ........................................................................................................................................................22 CUSTOMER CONNECTIONS APPLICATIONS ....................................................................................................................23 ADDITIONAL INFORMATION: ........................................................................................................................................23

MARKET OVERVIEW ............................................................................................................................... 24

BUSINESS VALUE FOR CUSTOMERS ................................................................................................................................24 VALUE FOR IT MANAGERS............................................................................................................................................25 VALUE FOR PARTNERS ..................................................................................................................................................25 GEOGRAPHIC AVAILABILITY .........................................................................................................................................26 LOCALIZATION .............................................................................................................................................................27 WHAT’S NEW? ...............................................................................................................................................................28

Avaya Aura Experience Portal 7.0 ................................................................................................................. 28 Avaya Aura Orchestration Designer 7.0 ........................................................................................................... 29 Avaya Aura Intelligent Customer Routing 7.0 & 7.0.1 ........................................................................................ 29 Avaya Experience Portal 7.0.1 ...................................................................................................................... 31 Avaya Orchestration Designer 7.0.1 ................................................................................................................ 31

COMMERCIAL OFFER DEFINITION ..................................................................................................... 32

AVAYA AURA EXPERIENCE PORTAL .............................................................................................................................32 EXPERIENCE PORTAL 7.0 FEATURES .............................................................................................................................33 EXPERIENCE PORTAL 7.0.1 FEATURES...........................................................................................................................39 AVAYA AURA ORCHESTRATION DESIGNER ..................................................................................................................40 ORCHESTRATION DESIGNER 7.0 FEATURES ..................................................................................................................41 INTELLIGENT CUSTOMER ROUTING .............................................................................................................................44 INTELLIGENT CUSTOMER ROUTING 7.0 FEATURES .......................................................................................................44 INTELLIGENT CUSTOMER ROUTING 7.0.1 FEATURES .....................................................................................................44 PRODUCT RULES ...........................................................................................................................................................50 SECURITY COMPLIANCE STANDARDS AND PROTOCOLS ................................................................................................50 PRODUCT BUNDLING....................................................................................................................................................50 UPGRADES ....................................................................................................................................................................51

3RD PARTY INTEROPERABILITY .......................................................................................................... 52



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DEVCONNECT ..............................................................................................................................................................52 NUANCE SUPPORT.........................................................................................................................................................52

MIGRATION .............................................................................................................................................. 52

SELLING THE MIGRATION FROM “OLD” SYSTEMS ........................................................................................................52 The Upgrade Problem Trap ........................................................................................................................... 53

SUMMARY – SELLING THE MIGRATION .........................................................................................................................55 The role of application development environment .................................................................................................... 56

MIGRATION STEPS ........................................................................................................................................................57

MIGRATION FROM MEDIA PROCESSING SERVER (MPS) .................................................................. 58

LIFE CYCLE .............................................................................................................................................. 60

PRODUCT SPECIFICATIONS .................................................................................................................. 60

INTEROPERABILITY .......................................................................................................................................................60 PRODUCT CAPACITY .....................................................................................................................................................61 PRODUCT DOCUMENTATION ........................................................................................................................................61

PRODUCT ORDER CODES AND PRICING ............................................................................................ 62

ORDERING PROCEDURE ...............................................................................................................................................62 AAEP 7.0 HARDWARE ..................................................................................................................................................65 AAEP LAB SYSTEM .......................................................................................................................................................66 UPGRADING FROM EXPERIENCE PORTAL 6.X ...............................................................................................................67 UPGRADING FROM ICR 6.X & 7.0 TO 7.0.1 ....................................................................................................................67 PLDS DOWNLOAD .......................................................................................................................................................67 MIGRATION FROM OTHER AVAYA SELF SERVICE PLATFORMS ........................................................................................68

Migrating from Voice Portal .......................................................................................................................... 69 Migrating from Avaya Interactive Response ........................................................................................................ 69 Migrating from MPS ................................................................................................................................... 69 Migrating from ICP .................................................................................................................................... 69

PRICING OVERVIEW AND CHANGES .............................................................................................................................70 Pricing 70 Pricing changes/additions from Experience Portal 6.x ............................................................................................ 70 Material codes ........................................................................................................................................... 71

ORDERING CONFIGURATIONS WITH AVAYA SOLUTION DESIGNER (ASD), RULES AND FORMS ....................................75 AVAILABILITY ...............................................................................................................................................................75

SERVICES AND SUPPORT ....................................................................................................................... 76

SERVICES OFFER ...........................................................................................................................................................76 SUPPORT FOR NUANCE SPEECH/TEXT TO SPEECH PRODUCTS ......................................................................................78 REMOTE MAINTENANCE ..............................................................................................................................................78 REMOTE ACCESS VIA SECURE ACCESS LINK ..................................................................................................................79 PCN/PSN STRATEGY ...................................................................................................................................................79 WARRANTY ...................................................................................................................................................................80 POST-WARRANTY SOFTWARE SUPPORT.........................................................................................................................80 REPAIR & RETURN ........................................................................................................................................................80 DEAD ON ARRIVAL (DOA)/OUT OF BOX FAILURE (OBF) ...........................................................................................81

TECHNICAL CONSULTING SYSTEM SUPPORT ................................................................................... 81

PRODUCT REGISTRATION PROCESS ................................................................................................... 82

PRODUCT AUTHORIZATION ................................................................................................................. 82

CREDENTIAL STRATEGY ...............................................................................................................................................82 CREDENTIAL REQUIREMENTS .......................................................................................................................................82



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Sales Training ........................................................................................................................................... 83 Design Training ......................................................................................................................................... 83 Implementation Training ............................................................................................................................... 84 Maintenance Training .................................................................................................................................. 84

APPENDIX: ................................................................................................................................................ 86

ABBREVIATIONS ...........................................................................................................................................................86

IMPORTANT CONTACTS ........................................................................................................................ 87



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About this Document

The purpose of this product definition document is to provide a high level description and supporting sales processes for Avaya Aura® Experience Portal (AAEP) 7.0 and 7.0.1, Avaya Aura® Orchestration Designer (AAOD) 7.0 and 7.0.1 and Intelligent Customer Routing (ICR) 7.0, a managed application deployed on the platform. It is intended for internal Avaya associates and Business Partners use only. This Offer Definition is the second of two, pre-GA Foundation Documents intended for Channel Partners, Distributor-Product Managers, Sales, Engineering, Order Management, Documentation and Training personnel. It provides the necessary information required to successfully describe AAEP, AAOD and ICR. This document serves as a comprehensive guide for partner and distributor readiness. The first foundation document – “Business Proposition Channel Enablement” provides the necessary information required developing marketing and product integration plans for the product. The Business Proposition Channel Enablement document is intended for Channel Partner Product and Offer Managers, and Marketing and Sales personnel.

About Experience Portal, Orchestration Designer and Intelligent Customer Routing

Self Service Automation Overview

Self Service Trends

Self-service’s role is changing, following changed behavior and expectations from end customers. Their expectations are driving self-service, as well as assisted service. They are well summarized by:

- Anticipate: Leveraging real-time persistent context for proactive engagement - Automate: Communications-enabled business systems for effective voice and web self-

service transactions - Accelerate: Optimizing agent, expert, self-service interactions across channels for

efficient operations - Aware: Get a 360° view of customer interactions through automated multi channel

experiences delivered across inbound and outbound with context based handoff to agents.

The observed key trends in the self-service market are:

Automated Service delivered across multiple channels o Provide an application framework to support text-oriented channels (SMS and email)

for inbound and outbound transactions. o Enable businesses by common platform for delivering a multi channel experience.

Geographically distributed media servers zoned ingress/egress points, with central management.

o Supports physical distribution of media servers as well as organizational tenant/zoning of resources

o Addresses the need for server placement to mitigate LATA/long distance charges overseas and improved bandwidth in the US.

o Enables hosted providers to create logical partitions for tenants

More effective routing and queuing callers in front of the ACD at the edge of the network o Use of SIP to reduce networking expense, o Leverage external business rules and data in customer routing decisions



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o Lowering cost of deploying CTI, o Utilizing presence to leverage key personnel to assist customers

Service Personalization and Context o Knowing the customer for context o Adopt workflow to previous and anticipated interactions o Increased penetration of Voice Biometrics and data mining to influence the flow of

the interaction

Improved customer experience through speech recognition and voice biometrics o Move away from DTMF to speech o “How may I help you” Call Steering for more accurate identification of caller intent. o Use of voice biometrics for ID&V applications.

Proactive outbound contact and notifications o Tightly integrated with Inbound Self-service

Standardization to streamline integration and application deployment o Adoption of w3c Standards: VXML, CCXML, SMIL, EMMA o Leveraging existing web content and services versus proprietary IVR based

connectors and adapters There is also a demand for a high integration between assisted and self-service to increase personalization of self-service interactions and to maintain information and context when human agents are engaged. It is essential to utilize previous interactions to influence and direct the current interaction, independent of self-service or agent based service. Other aspects are the tight integration with Avaya Aura suite, ACD Vectoring and reporting on the entire call.

Self service value proposition.

Self-service addresses business issues like:

Cost Management o It is too costly to provide agent-based services to meet desired service levels

and inbound contact volume. o It is too costly to maintain separate systems and applications for inbound self-

service and automated outbound application and notification services. o Customers have invested a lot in applications running on legacy systems. A

complete rewrite is exceeding their current budget and impacting the ability for their organization to benefit from the new capabilities of current self and assisted platform.

Attainment of customer satisfaction goals and improving customer retention o Customers desire immediate, efficient access to key information and services

24/7 every day of the year. o Customers expect companies with which they do business to know them and

they do not like to repeat themselves. They expect self-service to be efficient, accurate, and productive.

o When a customer call is transferred from assisted to self-service or vice versa and handed over at any point, the customer data already provided is lost and must be re-input at every transfer.

o Customers are notified of topics relevant to their situation, i.e. such as promotions, only when a call is placed to the company rather than getting automatic notifications via the customer’s preferred channel of choice.

Not meeting goals for profitable revenue growth o End customers are not aware of new products, services or upgrade offers. o Lack of a cost effective means to contact customers when accounts are past due.



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Avaya Aura® Experience Portal combined with Orchestration Designer simplifies creation, execution, and management of self-service applications that help businesses reduce costs, improve customer satisfaction, improve TCO, and increase revenue.

Reduce labor costs and contact center cost of service:

Create and implement self-service applications that help customers better service themselves 24/7

Automate all or portions of a customer interaction to reduce labor costs and live agent cost of service

Lower costs by serving customers more effectively through lower cost automation where preferred and whenever possible

Customers can leverage their existing investments in web self service applications for

use in other modes of automation.

Reduce and shape inbound traffic by anticipating customer inquiries and taking preemptive action

Reduce outbound agent costs by automating all or some of the outbound interaction

Further reduce service cost by pre-empting inbound inquiries (with Proactive Outreach Manager)

Fully automate alerts and transactions with web and back office systems

Improve customer satisfaction

Serve customers better with lower cost self-service options that are more efficient and effective than existing agent assisted service

Deliver services and information that end customers need and want

Ensure transfer of callers to live agent with screen-pop of the FULL context of their self-service interaction

Differentiate brand image through proactive service and support

Reduce inbound/outbound self-service costs:

Centrally managed, distributed architecture results in lower acquisition costs and lower ongoing costs

Unified administration, management, reporting by using the Experience Portal Manager and sharing services across outbound and inbound self-service applications.

Single platform to manage – utilize Experience Portal and Orchestration Designer as your single platform to manage inbound and outbound customer self-service interactions.

Speech self-service enables significant new opportunities for automation, driving a significantly

increased ROI.



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Avaya Aura® Experience Portal Overview

Experience Portal is a web services based, highly scalable, highly reliable platform that delivers enterprise-grade automated inbound and outbound multi channel capabilities that includes voice, video and text based channels such as email and SMS. It delivers enterprise-grade multi channel self-service utilizing the latest standards:

VXML – Voice XML for self-service dialogs

CCXML – Call Control XML for telephony control

SMIL – Synchronized Multimedia Integration for video content

SRGS/SISR – Speech Recognition Grammar/Semantic Interpretation for automated speech recognition

MRCP – Media Resource Control Protocol for controlling speech servers

SIP/H.323 – for telephony control

WSDL/SOAP – for providing communication services through a web-service interface

It provides comprehensive built-in reporting and management features and allows developers to quickly create custom applications using the Avaya Aura® Orchestration Designer (AAOD). Experience Portal builds on the capabilities of award winning Avaya Voice Portal and is not a completely new self-service platform, but the evolution and latest release of the award winning Avaya Voice Portal.

Experience Portal integrates self and assisted service allowing for the simple creation of context rich applications with Avaya Aura® Contact Center. By providing advanced intelligent customer service at the point of entry into the enterprise, Intelligent Customer Routing (ICR) provides flexibility on call treatment, call segmentation, and call routing, across every geographic location and available resource. The Intelligent Customer Routing approach unifies self and assisted service into a dynamic, differentiated experience that serves customer needs while helping businesses dramatically reduce complexity and cost. The Intelligent Customer Routing approach unifies self and assisted service into a dynamic, differentiated experience that serves customer needs while helping businesses dramatically reduce complexity and cost. Intelligent Customer Routing (ICR) dynamically manages all available automated and assisted service resources to deliver a highly personalized, high-impact, lowest cost service experience from start to finish. ICR optimizes use of Experience Portal in front of the ACD in order to move high cost inbound traffic to self-service automation where possible. When live agent assistance is needed, ICR helps orchestrate agent selection across multiple ACD’s across the enterprise to take full advantage of Avaya’s “best in class” routing algorithms, while utilizing advanced wait treatments to service the customer while in queue for the agent. ICR acts like a highly personalized and customized concierge service while end users wait for a live agent and helps reduce contact center infrastructure and operating costs without compromising the customer experience.



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In addition, Experience Portal is the core platform behind Avaya Proactive Outreach Manager (POM), which enables organizations to create and execute highly cost effective automated campaigns to reach out to customers by voice, email, or text messaging. These campaigns can notify customers of key information, collect responses, and enable them to take immediate action through automated self-service or by connecting with an agent. Experience Portal, combined with Proactive Outreach Manager, provides organizations with a single platform for all automated customer care applications and services, whether it’s inbound, outbound, phone, email, SMS text, or even video. This approach helps organizations cost effectively orchestrate the use of enterprise resources and applications to deliver an exceptional customer experience. Migration from other Avaya self-service platforms is another important aspect of Experience Portal. While the program for customers with Interactive Response (IR) and Conversant has been in place for several years, there is now a way for MPS (Media Processing Server) customers as well. The majority of them have applications written with MPS Developer, some with heritage Nortel Service Creation Environment (SCE) for MPS, and a few utilizing other tools for creating VXML. The migration approach is to continue to use the MPS assets while building out new applications or expansions using Orchestration Designer. Orchestration Designer supports the handoff to and from MPS Developer applications, which permits self-service applications to be implemented in a phased approach with Orchestration Designer while continuing to preserve the investment in MPS Developer. As Orchestration Designer is the common development tool for Experience Portal and MPS, applications developed in Orchestration Designer are guaranteed to migrate with little to no application changes. This is a cost effective approach to gradually migrate to Experience Portal (and its development environment Orchestration Designer). The Experience Portal Manager (EPM, aka Experience Portal Management System) provides a multi-tenant capable management interface allowing organizations to administer and manage their automated service applications independently with full roles-based access control. The integrated reporting tools enable managers to view the operational efficiencies of the platform as well as monitor the key performance indicators of the automated service applications. The Experience Portal Manager also allows the administration, configuration, and reporting of Proactive Outreach Manager and its campaigns and Intelligent Customer Routing. Experience Portal 7.0 AEP 7.0 delivers an enhanced user experience by expanding the automated platform to support new channels including two-way interactive self-service applications over SMS and email. This enables Avaya Aura Experience Portal customers begin to offer person-to-application (P2A) and application-to-person (A2P) services to engage consumers in new ways utilizing text-based channels. With person-to-application services, customers are able to send inbound SMS or email messages to interact with an automated application for services such as balance or billing information, status inquiries and updates, voting activities or to opt-in to marketing or notification services. With application-to-person applications, Avaya Aura Experience Portal customers can interact with consumers with SMS or email channels for activities such as post-call or post-service surveys, emergency notification response, and security validation and confirmation queries.



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Avaya Aura Experience Portal administration is also greatly enhanced to enable system resource partitioning and zoning capabilities, allowing greater control over resource management and deployment models. With the new zoning features, customers will be able to distribute their MPP (Media Processing Platform), speech/Text to Speech and application server resources across geographies while using a single Avaya Aura Experience Portal Manager to manage the distributed system. Administrators also have fine-grained control over port licensing with the ability to allocate ports by zone (geography), by organization/tenant and by application.

Avaya Aura Experience Portal is flexible and can limit port licenses (license ceiling) on applications and organizations, or can reserve licenses to ensure port availability for applications and organizations. Avaya Aura Experience Portal 7 also will support deployments in VMware based environments enabling customers to reduce their hardware footprint, provide High Availability/failover options and use standard VMware based tools for deployment, administration and management of self service configurations. The offer provides a set of VMWare compatible vAppliance files containing virtualized AEP components bundled with Avaya version of Red Hat Enterprise Linux and deployed on supported VSphere versions.



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Experience Portal 7.0.1 (FP1) Experience portal 7.0 Feature Pack 1 supports the below enhancements:

- Web services to manage application parameters on the EPMS Application Page. - Support multi turn interactions using ‘conversations’ data repository for SMS channel

preserving context and relevance. - Reports for multi turn ‘conversations’ - Validation with Nuance Vocalizer 6.0 to meet market demand. - Enhanced security through support for SHA-2 certificates. - Extended grace period (up to 30 days) for normal system operation with no valid license. - Efficient license reallocation bypassing wait timer settings in the event of system

shutdown/failure

Experience Portal Manager The Experience Portal Manager (EPM) provides the following key functions:

Centralized management – User and Role management – System Maintenance – System Configuration – Reporting

On-demand Reports, Custom Report creation, Report Scheduling & Delivery

Database open and schema published for

– Access for custom reporting – Integration with Operational

Analyst and Avaya Aura Performance Center



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The Experience Portal Manager is also used for the centralized management of Proactive Outreach Manager (POM) and Intelligent Customer Routing (ICR). User Management

Provides fine grain user roles (operation visible, invisible, read-only, read/write). Combination of operations can be grouped to custom roles, e.g.

o Business user that monitors their reports Application administrator that can change hours of operations o Management staff that deals with alarms

Supports tenant partitioning System Management

Administers all media servers for licensing, switch registration, speech resources, application resources, etc.

Provisions all media servers with administration data and validates licenses through integration with the WebLM subsystem

Re-licenses and re-provisions network elements in case of hardware failures, thus providing fail-over and business continuity functions embedded within the solution.

Reporting

Generates reports based on collected o Call Detail Records (CDR), o Session Detail Records (SDR), and o Application Detail Records (ADR). o Performance

Allows creation of custom reports

Scheduling of reports: automatic running and delivery of reports via email, RSS Feed and/or SNMP

Supports access to collected data via schema and database access methods.

Allows multiple AAEP systems to share a common, external, customer-provided database for reporting purposes.

Monitoring

Actively monitors all media servers, collecting errors, alarms, logs, call detail records, and session detail records.

Delivers SNMP v1, v2 and v3 traps to customer-provided Network Management Systems.

Integrates to Avaya Services' INADS system via Secure Access Link 1.5 (SAL 1.5) and Secure Access and Control (SAC) VPN-based offerings.

The Experience Portal Manager (EPM) provides a bridging role between the communications

infrastructure of the media processing platforms and the IT environment that manages that

infrastructure.

The EPM 7.0 is a web services-based management platform that runs on Red Hat Enterprise

Linux 6.x 64 bits.



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Avaya Orchestration Designer Overview

A central part of automated service is the design environment. Avaya Aura® Orchestration Designer (AAOD), is a drag-and-drop environment for development and maintenance of inbound and outbound multi-channel and multi-language self-service applications for Avaya Aura® Experience Portal as well as Avaya Aura® Contact Center 6.3 and higher. Orchestration Designer is the repackaging and rebranding of two separate and distinct products:

- Dialog Designer – for self-service application development. - Contact Center SCE – for AACC contact route script development.

The long-term vision for the union of these tools is to become part of a unified suite of tools for application development for Avaya products, which requires effort that will span multiple product releases. Until such a time, there are still two separate—though occasionally overlapping—target users for Orchestration Designer 7.0: the contact center manager/developer and the self-service/IVR developer (ISVs, SIs, APS, etc.). In some cases the target users for Orchestration Designer exist and operate in separate organizations: the contact center manager responsible for the efficient use of agent resources and customer service, and the LOB owners that develop and manage the self-service IVR for their particular organization. For automated services AAOD is the common design environment for Experience Portal, Voice Portal, Interactive Response (IR), and Media Processing Server (MPS). It strictly adheres to standards such as VXML 2.1, CCXML, SMIL, SRGS, etc. and uses industry standard Eclipse as framework. Orchestration Designer is core to the overall self-service application migration strategy; nevertheless it is essential to be aware of the scope of AAOD:

- Orchestration Designer will support upgrading Dialog Designer applications. - Orchestration Designer will support upgrading Contact Center SCE applications (CC

scripts only). - Orchestration Designer will NOT support upgrading Nortel Enterprise Systems Self-

service SCE applications. These SCE applications will require a re-write utilizing Orchestration Designer, but may be able to re-use components from SCE.

- Orchestration Designer will NOT support upgrading MPS Developer applications. Many MPS Developer applications, however, will be able to run on the Avaya Aura® Experience Portal and Orchestration Designer applications support the handoff between MPS Developer applications and Orchestration Designer Applications.

- All new self-service/IVR applications should be created using Orchestration Designer which can run on both Experience Portal and MPS.

AAOD, like with Dialog Designer, can also “wrap” 3rd party VXML applications into AAOD applications allowing for bidirectional parameter exchange, thus preserving investments in application development.



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Orchestration Designer allows for: Dynamic generation of both Speech and DTMF VoiceXML and multimedia

applications. – Embedded VoiceXML and CCXML browser speeds prototyping and design and

debugging – Common VoiceXML/CCXML Browser across platforms reduces deployment risk and

delivers more consistent user experiences. – Provides a development environment for building multimedia applications including

SMS, email and video. – Global language support

provided at no additional cost

– As an add-on option, allows the use of 3rd party speech engines (ASR/TTS) for application development testing in the chosen language and voice.

Generates lightweight, highly distributable VoiceXML

– Enterprise-scale distributed development across IP networks

– Expanded hosted support allows for enterprise control of hosted applications

Comprehensive debugging and simulation of applications

– Embedded VoiceXML and CCXML browser allows fast simulation and debug of speech or voice/video enabled applications.

– By leveraging your existing Web Server environments for deployment, Orchestration Designer facilitates reuse of Web-based integrations, Web Server assets and skills, Web-based application development and consistent supply chains, all driving faster time to market and reduced cost of ownership.

– An MRCP interface allows interaction with Loquendo and Nuance speech servers to test sophisticated grammars and speech functionality, in addition to the built-in (and cost-free) support of Microsoft speech.

Pluggable data connectors – Eclipse-based integration and extension points that allow external connectors to

interface and integrate with Orchestration Designer applications. These external connectors are called 'Pluggable Data Connectors'.

– Examples of connectors are connectors to other Avaya platforms such as Avaya Interaction Center, Avaya Proactive Outreach Manager, and Avaya Proactive Contact.

– Pluggable Data Connectors can be easily written for packaging complex legacy enterprise applications via Web Services or integration to 3rd party backend services, CTI, or ACD systems.



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Contact Center integration – The Contact Center Module is based on SCE for Contact Center and supports

design of multimedia agent workflows and scripts for Avaya Aura® Contact Center – Provides support for existing Contact Centre scripts (import existing AACC scripts) – All applications created in the Contact Centre view are stored in the CCMS database,

no extra backup/restore requirements. – Full OAM integration - avoids manual entry of OAM data.

Additional MPS support – MMF Support – MMF-based Localization Bundles for “basic speech” in 20+ languages. – Graphical Shortcuts for handoff to/from MPS Developer applications

Built on open standards and Eclipse framework – Interoperability with WebSphere, Rational, ClearCase, etc. – Exposes all custom tools supported within Eclipse framework – VoiceXML 2.1, CCXML 1.0, SRGS/SSML, SOAP/XML/WSDL, J2EE, SMIL, REST

Support for common operating systems including Windows, Linux, and Solaris

Orchestration Designer 7.0

AAOD 7.0 continues to allow an efficient and consistent design of workflow across self-service and assisted service through integration of Contact Center scripting and self-service application design (Avaya Orchestration Designer) in a single environment. AAOD delivers new capabilities to enable developers to implement two way self-service applications on the new text-based channels, SMS and email, of Avaya Aura Experience Portal 7.0. AAOD continues to improve the efficiency for application developers with the introduction of a new REST-based Web Service connector, simplified data exchange with the contact center and the ability to generate documentation containing project-specific details. Orchestration Designer 7.0.1 (FP1) AOD 7.0 FP1 provides the below enhancements:

- Persistent OD variables for multi turn SMS applications through conversations connector.

- ‘Data only’ flows. - Support of Java 1.7 on Orchestration Designer for enhanced security (SHA -2).



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Intelligent Customer Routing (ICR) Overview

For single-site or multi-site contact center deployments including onshore and/or offshore, in-house and/or outsourced resources, Avaya Intelligent Customer Routing (ICR) provides superior customer experiences across automated and agent-assisted resources. ICR uniquely combines Self-Service Applications (SSA), advanced Wait Treatment Applications (WTA), and real-time routing data from multiple ACDs to deliver excellent customer experiences at the lowest possible costs. Additionally, Error Handling Applications (EHA) can be configured to ensure that any error conditions, such as Estimated Wait Time (EWT) spikes at one of the ACDs are easily handled by pre-defined business rules. ICR eliminates duplicate, parallel CTI network by leveraging the power of SIP to carry data along with the call. ICR benefits in the following ways:

Reduce service costs o Provide personalized self-service along with a great overall customer experience

by identifying the customer and her/his needs and presenting best choices o Eliminate take-back-and-transfer costs o Reduce costly WAN (inter-zone) media traffic and bandwidth requirements by

serving callers within zones o Eliminate costs/complexity of parallel CTI network o Reduce infrastructure costs by freeing up ACD ports

Improve customer experience o Superior customer experiences combining self-service and agent-assisted care

ensuring that the caller always receives the best resources. o Superior caller experience by maintaining calls within pre-defined zones

ICR provides flexibility on call treatment, call segmentation, and call routing, across every geographic location and available resource There are different deployment models for ICR:

• For single CM • Multiple CMs with single datacenters • Multiple CMs with multiple datacenters

A deployment of ICR is shown below:



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ICR handles the incoming traffic as first entry point, and can deliver self-service and automation

before calls get to ACD. The enhanced wait treatment keeps the customer on AAEP while

preserving their position in queue and allows a dynamic, personalized wait treatment

experience.

Even when starting with a single ACD and PBX, ICR provides benefits by reducing traffic to the

ACD and performing self-service in front.



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Scalability and Disaster Recovery with ICR

ICR can provide scalability and disaster recovery utilizing a multiple data center design where

AAEP systems are set up in data centers and provide routing to multiple ACDs across an

enterprise. By utilizing Enterprise WebLM and Experience Portal licensing, systems can be

engineered that support disaster recovery through enterprise-wide licensing across data

centers.

Intelligent Customer Routing 7.0 & 7.0.1

ICR provides advanced call treatment in front of the call center switching fabric providing the ability to more accurately identify and verify customer needs, self-serve a large percentage of callers, and provide intelligent call treatment options to the remaining customers before transferring those who require live assisted service. ICR 7.0 enhancements include ability to take advantage of the zoning features of AAEP to better support geographically distributed ICR systems as well as the ability to designate preferred ICR cores for further control of network traffic for ICR-enabled nodal routing. ICR 7.0.1 is primarily enhanced to provide customers with the ability to use their own routing rules (extensions) and also provide customers with additional real-time data from ICR core in order to increase routing efficiencies. Additional enhancements include Web Services for configuration, security enhancements and call control enhancements.



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Ecosystem of Applications Building on the functionality with Voice Portal, Avaya continues to provide a set of applications

around Experience Portal such as:

Proactive Outreach Manager

Call Back Assist (CBA)

Customer Connect Applications

POPS

These offerings are part of a next generation application suite that leverages Avaya Aura®

Experience Portal as the common automated customer experience platform.

Proactive Outreach Manager (POM)

Proactive Outreach Manager is a complete solution to create and manage all outbound

communications including agent-based Predictive, Progressive, Preview dialing campaigns and

agent-less voice, email, and SMS notifications and interactive services. POM enables

organizations to proactively reach customers with the right information at the right time using the

most effective media and resources. POM improves customer satisfaction and loyalty, reduces

costs of service, increases collections revenue and improves inbound call volume management.

POM leverages all of the Avaya Aura Experience Portal capabilities including media resources,

software-based call classification as well as the Experience Portal Manager administration

interface.

Feature (New 3.0 features in bold) Benefit

Agent-based, Preview/Progressive/Predictive Provides highest outbound agent efficiency

Skills-based blending of inbound-outbound Ensures high outbound efficiency while maintaining excellent inbound service levels

Comprehensive agent desktop APIs and agent scripting support

Provides for customizable agent desktop to enable highest agent productivity

Flexible callbacks including Agent Callback, Campaign Callback and Standard Callback

Ensures right-party connects upon re-schedule by the called party

Escalating multimedia outreach with self-service and agents for 360 degree view

Ensures right-party connect at the lowest possible costs and reduces inbound costs

Industry-leading call classification Ensures more live voice connects to agents vs. unproductive. (busy, fax, voice mail)



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Feature (New 3.0 features in bold) Benefit

Multiple, concurrent campaigns Ensures all operations run efficiently

Automatic, skills-based pacing of agent-less

outreach based on inbound (CC-Elite & AACC)

Reduces inbound costs, reduces customer

frustration

Extensive reports – campaign, agent reports,

disposition, completion codes

Ensures efficiency and effectiveness of outreach

programs and agents

Extensive Web Services Easily integrates with other systems

Avaya Aura® Orchestration Designer applications Simplifies creating and maintaining speech apps

Based on Experience Portal, unified

Operations/Administration

Provides familiar interfaces, lower training costs,

efficient operations

Proactive Outreach for Payment Solutions (POPS)

Proactive Outreach for Payments Solution (POPS) provides multimedia automated outbound

agent functionality to pre-empt and reduce delinquency by reaching out to customers early to

remind them of an upcoming payment or their past due status. The application allows for the

processing of a payment to the customer’s account using a credit card or ACH (Automated

Clearing House) or it can establish a promise to pay. The Proactive Outreach for Payments

Solution is an Orchestration Designer application that runs on Avaya Aura® Experience Portal

or Voice Portal 5.1 platform and uses Proactive Outreach Manager as the campaign engine.

POPS is easily configured to match customer’s required call flows.



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Call Back Assist

The Avaya Callback Assist (CBA) Offer

enables the Contact Center to present callers

the option of a callback during periods of peak

call volume when estimated wait time is at its

highest.

The Callback Assist application provides a

caller with choices for their anticipated

experience. It announces to the caller the estimated wait time they can expect, and then offers

the option of having an agent call them back rather than waiting on hold.

In addition, the caller can select either an immediate callback when an agent becomes available

or a callback at a scheduled available date and time that they choose.

If the caller chooses one of the callback options, they are prompted to record a message with

their name and information about the reason for their call prior to disconnecting the session. At

the appropriate time, based on whether the immediate or scheduled option was selected, the

Callback Assist solution initiates the callback with the contact center agent and plays the

recorded message.

After the agent listens to the message the callback is initiated and the agent is able to then

assist the customer as required.

Benefits:

Create a better overall customer experience by empowering the customer to decide how they interact with the contact center

Decrease abandoned call rates and achieve SLA’s

Allow more efficient and effective agent interaction and experience, increasing customer satisfaction and agent morale. Customers are happier, agents are happier

Handle peak call volumes without adding more staff

Completely integrated with Avaya’s Contact Center Platforms

Reduce toll cost of having customers wait on the phone for the next available agent

Leverages CMS reporting to make operational decisions

Call Back Assist is an offer from Avaya Professional Services.

More information on Enterprise Portal

https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0407/JobAidsTools

https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0351/AllCollateral CBA 4.1 offer definition

https://avaya.my.salesforce.com/sfc/servlet.shepherd/document/download/069300000020BShAAM?doc_type=Offer%20Definition


https://enterpriseportal.avaya.com/ptlWeb/gs/services/SV0351/AllCollateral





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Customer Connections Applications

With Customer Connections Mobile users can get help with issues via their mobile interface,

following some initial instructions.

The Customer Connections Mobile application

can leverage existing self-service assets

and provide a different way to get to information

or help – through the mobile display.

Customer Connect mobile applications are

developed with Avaya Aura® Orchestration

Designer which allows for a single design tool

to be utilized for both speech self-service and

smart phone self-service.

Customers can use this combined with applications like Callback Assist so callers don’t have to

sit and wait on hold, but they can schedule a call back from an agent.

Benefits:

- Increases customer satisfaction and reduces cost by increasing the issues resolved by

self service and provide customer experience that appeals to the mobile consumer

generations

- Increase agent efficiency and first call resolution using richer context

Additional Information:

Avaya Customer Connections Brochure Page: http://portal.avaya.com/ptlWeb/so/CS2010319145744874055 Document: https://enterpriseportal.avaya.com/ptlWeb/getfile?docID=MTAwMDc1NzY0 Avaya Customer Connections – Customer Presentation Page: : http://portal.avaya.com/ptlWeb/so/CS2010319145744874055 Document: https://enterpriseportal.avaya.com/ptlWeb/getfile?docID=MTAwMDkwNTY5 Avaya Customer Connections Mobile Solutions Brief Page: http://vtwiki.avaya.com/Avaya_Products_and_Solutions/Customer_Connections Document: http://vtwiki.avaya.com/@api/deki/files/8923/=Avaya_CC_Mobile_Solution_-_Customer_Offer_Definition_10-04-2010.pdf Avaya Customer Connections Mobile – Sales Training Presentation Page: http://vtwiki.avaya.com/Avaya_Products_and_Solutions/Customer_Connections Document: http://vtwiki.avaya.com/@api/deki/files/7537/=CustomerConnectionsMobile_SalesTraining_Oct2010.pptx

http://portal.avaya.com/ptlWeb/so/CS2010319145744874055

https://enterpriseportal.avaya.com/ptlWeb/getfile?docID=MTAwMDc1NzY0

http://portal.avaya.com/ptlWeb/so/CS2010319145744874055

https://enterpriseportal.avaya.com/ptlWeb/getfile?docID=MTAwMDkwNTY5

http://vtwiki.avaya.com/Avaya_Products_and_Solutions/Customer_Connections

http://vtwiki.avaya.com/@api/deki/files/8923/=Avaya_CC_Mobile_Solution_-_Customer_Offer_Definition_10-04-2010.pdf

http://vtwiki.avaya.com/@api/deki/files/8923/=Avaya_CC_Mobile_Solution_-_Customer_Offer_Definition_10-04-2010.pdf

http://vtwiki.avaya.com/Avaya_Products_and_Solutions/Customer_Connections

http://vtwiki.avaya.com/@api/deki/files/7537/=CustomerConnectionsMobile_SalesTraining_Oct2010.pptx

http://vtwiki.avaya.com/@api/deki/files/7537/=CustomerConnectionsMobile_SalesTraining_Oct2010.pptx



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Market Overview

The market for self service is moving from a traditional contact center based service automation platform for inbound and outbound interactions to a single best in class platform capable of delivering an integrated set of feature rich applications that provide a comprehensive customer experience across multiple channels while preserving call and contextual data for agent assisted transactions. The unifying of customer interactions across all channels – voice, web, mobile, social, video and text – is expected to drive down overall costs and increased efficiencies while providing a frictionless customer experience. Avaya Aura Experience Portal platform and Orchestration Design as the service creation environment will support market needs by providing– - An application framework to support text-oriented channels and provide businesses a

common platform for application creation, execution and reporting as well as the ability to handoff to the contact center preserving context.

- An ability to zone resources into logical partitions to support both physical distribution of media server resources, or organizational/tenant zoning of resources, thereby addressing the needs in developing markets for geographic media server placement and enabling hosted providers to create logical partition for tenants.

- A licensing model that provides flexibility in assigning licenses to applications and tenants to allow customers and hosted providers to plan for unexpected spikes in traffic.

- An increase the capacity of ports per server and per system to allow a higher port density and lower TCO.

Business Value for Customers



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Value for IT Managers

Experience Portal fits into the IT infrastructure and delivers several value propositions for IT managers in terms of - Cost savings: leverage existing investments by deploying Experience Portal in a virtualized

environment. - Security: AAEP supports encryption of all access through standard security protocols such

as HTTPS, SSL, MRCP v2 (speech), TLS for secure voice in addition to challenge response authentication on physical servers.

- Monitoring: Proactive alarm monitoring over SNMP and settable thresholds for alerts delivered over email.

Value for partners

AAEP/AAOD will be offered through the high-touch channel centric sales model. This requires both an extensive channel readiness program and a dedicated effort to reduce the complexity of product implementation, customization, and market messaging to ensure that a channel that may be selling a variety of other data, voice, and messaging products can successfully communicate the value and implement the solution. As such, the channel strategy requires a set of trusted business partners for mid-large enterprise customers with supporting Avaya Sales Engineers and Channel Account Managers that can effectively communicate the specialized value propositions associated with multi-channel contact centers. For Global Accounts, Avaya Direct High touch channels such as the Business Consulting (BCSG) Group will be leader representatives of Experience Portal. Key value proposition for channel partners:

Provide applications and integration services for end customers based on Avaya Aura Experience Portal platform, with or without speech.

Provide integration services with AACC, integrated applications AACC and Experience Portal

Provide migration services (applications, integration and platform) from legacy IVR platforms to Experience Portal.

Speech enabling applications (development of VUI, grammars, etc.)

Ability to position Avaya Aura Experience Portal in new markets including hosted/cloud providers, however hosted/cloud will likely be controlled and limited to select partners while Avaya in general readies to provide hosted/cloud-based product and solution offers.

Ability to up sell to existing base to expand to text-based self-service

Ability to sell & deploy a suite solution quicker and easier The target channel mix for Avaya Aura Experience Portal port sales is approximately 85% through the indirect channel.



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Geographic Availability

Avaya Experience Portal, Orchestration Designer and Intelligent Customer Routing are sold in

more than 60 countries:

North America

Europe/Middle East/Africa (EMEA)

Asia/Pacific (APAC)

Caribbean and Latin America (CALA)

Canada Belgium Australia Argentina United States Bulgaria China (P.R.C.) Bahamas Czech Republic Hong Kong Bermuda Egypt India Bolivia France Indonesia Brazil Germany Japan Chile Hungary Korea Columbia Ireland Malaysia Costa Rica Italy New Zealand Dominican

Republic Jordan Philippines Ecuador Lebanon Singapore El Salvador Luxembourg Taiwan Guatemala Morocco Thailand Jamaica Netherlands Vietnam Mexico Nigeria Panama Poland Paraguay Romania Peru Russia & newly

independent states

Puerto Rico

Saudi Arabia Trinidad & Tobago Slovakia Uruguay South Africa Venezuela Spain Tanzania Tunisia Turkey Uganda Ukraine United Kingdom



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Localization

Avaya Experience Portal EPM web pages can be localized in the following languages, in

addition to US English.

APAC:

1. China (simplified)

2. Japanese

3. Korean

4. India

5. Australia

EMEA

5. French

6. German

7. Italian

8. Russian

9. UK

AI:

10. Mexican (Spanish)

11. Brazil (Portuguese)

12: Canada

Note: EPM web pages such as log, alarm and trace viewer screens, online help and MPP pages are not localized. APS engagement may be required to localize based on regional preferences.



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What’s new?

Avaya Aura Experience Portal 7.0



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Avaya Aura Orchestration Designer 7.0

Avaya Aura Intelligent Customer Routing 7.0 & 7.0.1

Features of ICR 7.0.1

Main Features Why We Win with this Release

Support for External Routing – Customer-defined routing function through APIs can be set up for routing based on different scenarios such as agent availability, destinations with surplus of agents or possibly to back up an agent group. Web Services for ICR configuration – Web Services to configure business hours, holidays, call centers, skills, destinations Call Control Enhancement – Provide termination reason for wait treatment

ICR extends the solution for customers to define their routing, integrating with customer’s business rules Improves speed and accuracy of configuration, particularly for bulk loading of parameters Improves customer experience by enabling the contact center to follow-up with customers that may have abruptly disconnected during wait treatment and enables the contact center to analyze overall contact center performance

Features of ICR 7.0



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Avaya Experience Portal 7.0.1

Avaya Orchestration Designer 7.0.1



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Commercial Offer Definition

Avaya Aura Experience Portal Experience Portal is an industry leading application software platform for orchestration and support of automated applications over multiple channels such as voice, video, email, and Short Message Service (SMS). The platform integrates with the latest in telephony, speech, multimedia, Web services programming languages, and other open industry standards. Experience Portal can also be deployed in a virtual environment using VMware vSphere. The platform supports TDM/H.323/SIP infrastructures including 3rd party SIP gateways, SIP trunks from service providers, Avaya Aura®, and Avaya Aura® Communication Manager. It is tightly integrated across our Avaya Collaboration and Customer Experience Management solutions, helping organizations deliver a superior user experience and return on investment.



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Experience Portal 7.0 features AAEP 7.0 delivers the following major enhancements: Zones with centralized management Zoning provides the ability for a single Experience Portal system to be deployed across geographical locations while maintaining centralized management and reporting. Zones are configured based on the following general guidelines: - Experience Portal resources such as Media Server, speech, Text to Speech and Auxiliary

EPMs to a zone can be assigned to a zone. Resources assigned to a zone can only be utilized within that zone.

- Applications can be assigned to a zone but the configuration information may be duplicated to run across multiple zones.

- Licenses are distributed across all zones. Once distributed, licenses are not shared between zones.

- There is an implicit (default) zone where resources such as the Primary Experience Portal Manager (EPM) reside. If no zones are created in a system then all resources belong to the default zone.

- Application servers should be assigned to specific zones. - Outcall web service generally uses resources in the zone where the web service is

deployed unless the zone is specified in the web service request.

In Experience Portal 7.0, zoning is a feature that needs to be enabled through zero-cost licensing.



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Multi channel support through inbound and outbound SMS and email Experience Portal 7.0 will include support two new channels - SMS and email – for inbound and outbound interactions in addition to voice and video channels supported in previous releases. Email and SMS deployment and use follows the below guidelines: - Email and SMS components can be deployed on the primary or Auxiliary Experience Portal

Manager. - Applications developed can use a combination of voice, SMS and Email as follows :

o Voice applications can send email or SMS messages through an Orchestration Designer pluggable data connector (PDC).

o Email applications can send SMS messages through an OD Pluggable Data Connector or launch a voice call through the outcall web service.

o SMS applications can send Email through a PDC or launch a voice call through the outcall web service.

- For inbound messages, SMS and email processors support basic processing (Substring match, Regular expression, Exact match) of the text messages.

Note: Orchestration Designer is the only supported environment for building Email and SMS applications targeted for deployment on Experience Portal 7.0. Higher port density through increase in Media Processing Platform (MPP) capacity Experience Portal 7.0 will deliver an increase in the number of concurrent inbound and outbound calls handled by a Media Processing Platform (MPP). The actual number of simultaneous sessions will vary depending on application complexity with simpler applications (touch tone) supporting higher number of ports. See Product Capacity for additional details. Multi tenant resource management This includes license management for both organizations (tenants) and individual applications within an organization. Note: Tenant and Organization are used interchangeably here but mean the same. Multi tenant Experience Portal system enables applications to be assigned to specific tenants and these tenants may in turn be assigned across zones, however, all applications should be assigned to a tenant. A multi tenant system supports: - Applications and organizations configured across zonal boundaries. - Applications deployed across multiple zones are configured in each zone and must be

deployed into each zone, in other words an application must be selected each time for deployment into a specific zone even though it may belong to other zones in the configuration.



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In Experience Portal 7.0, each application and organization can be guaranteed licenses so that applications will not be starved for resources by other applications. In general, ports are assigned to a zone and subsequently to organizations within a zone. In turn an application, within an organization, is given a number of licenses from the organizational license pool. Any licenses not specifically allocated to applications within an organization are available to all applications within that organization. In the same manner, licenses not allocated to zones are available for use by organizations and applications in the default zone. The assignment sequence is typically: Enterprise WebLM -> AAEP -> Zone -> Organization -> Application

Telephony and announcement port licenses are obtained from a WebLM and these licenses are divided between H.323 and SIP based on the number of license types ordered. H.323 ports can be assigned to applications within an organization, here stations are associated with a hunt group in Avaya Aura Communication Manager and the pilot number is assigned to an Experience Portal application. There is no flexibility in automatically moving H.323 licenses among applications as these are tied to their stations and hunt group assignments. On the other hand, WebLM SIP ports can be assigned to organizations and in turn taken from the organizational license pool and assigned to specific applications within organizations. Since WebLM can be deployed on a Highly Available system manager, WebLM redundancy can be achieved.



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The above diagram displays an example licensing scenario with SIP licenses distributed across organizations in a zone and licenses from an organization pool assigned to applications. Default Organization – A Default Organization is created by the system and contains applications not assigned to other organizations. Any licenses assigned to the default organization are taken from the Global Common Licenses pool called WebLM Licenses (SIP). Configured Organization – In the diagram above, organizations A & B are example of configured orgs. This is created and edited through the AAEP Administration web pages. Licenses are assigned to organizations through the administration web pages. Any licenses assigned to the organization are taken from the Global Common Licenses pool.



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Licenses assigned to applications can be marked as: Guaranteed Licenses – These licenses are reserved for the application and assigned from the organization to which an application belongs. Applications configured with no guaranteed licenses may receive no licenses once the common license pool is exhausted. Common Licenses – These licenses are shared by all the applications after they exhaust their guaranteed licenses. The following license configurations are applied to organizations and applications: Minimum guaranteed licenses: Maximum guaranteed licenses: This is the minimum number of licenses guaranteed for an application, beyond this number an application can borrow from the common pool. Maximum Guaranteed licenses: This is the maximum number of licenses that can be allocated to an application, when these licenses are exhausted the call is rejected because the application is not allowed to draw from the common license pool. When a call arrives for an application at a media server a license is obtained in the following order:

1. First a license is requested from an application’s guaranteed license pool.

2. If an application is configured with minimum guaranteed licenses and its guaranteed licenses are exhausted then a license is requested from the organizational Common licenses.

3. If the app’s organizational Common licenses are exhausted and the organization is

configured for Minimum Guaranteed licensing then a license is requested from the Zones unassigned (Common Licenses) license pool

4. If there are no unassigned (Common Licenses) licenses available then the call is

rejected and Avaya session manager will attempt to move to call to the next Media Server.

5. If no media servers can take the call then the call is rejected

VXML/CCXML enhancements: This includes support for additional tags that enable communication between VXML application and a CCXML script launching this application. Call classification improvements: Experience Portal 7.0 will support enhancements to existing call classification algorithm for better classification of calls placed to mobile phones and detection of enterprise voice mail systems.



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Security enhancements: Experience Portal 7.0 includes the below security enhancements: - Provides a higher degree of granularity in setting password longevity - Allows mapping of EPM roles to LDAP groups for organizations - Adds support for mutual authentication over secure connection to LDAP servers.

VM Ware Compatible Format (OVA Bundles)

AAEP 7.0 will provide VMWare® OVA bundles as listed below for deployment on VMWare® certified hardware running ESxi 5.0 or 5.1, each bundle also includes Avaya Enterprise Linux 64 bit. - Primary EPM - Auxiliary EPM - Media Processing Platform A enterprise webLM server can also be deployed in an OVA format, see Avaya WebLM using VMware® in the Virtualized Environment Deployment Guide on the Avaya Support website at https://www.support.avaya.com

Experience Portal Manager 7.0

EPM 7.0 will support automatic failover in a VMware® environment in the event of a primary experience portal manager failure. This requires a primary EPM setup in a virtualized environment in a fault tolerant configuration with a provision for restarting the primary on a secondary VMware server in a failover scenario. Persistent storage data is maintained in a separate virtual file server and is automatically pointed to by a secondary when a primary is unavailable.

https://www.support.avaya.com/



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Experience Portal 7.0.1 features Experience portal delivers the following enhancements through 7.0 Feature Pack 1 (7.0.1) release EPM web services: Experience portal exposes the below set of web service operations to manage application related parameters on the EPM Application page. In FP1, these web services are offered over SOAP/XML. Refer to product documentation for details on web service methods, supported input and output parameters and field types. - Update Configuration Application Variables (CAV) - Update File CAV - Add application - Delete application - Update application information - Retrieve application information - Retrieve list of provisioned applications

Conversations data repository for multi turn Experience portal supports a 'conversation' data repository in this release to provide storage and retrieval of data and context for interactions in an SMS application with multi-turn interactions. The 'conversations' database, tables and schema are enabled during install and available as standard configuration to support multi-turn. AEP supports generating a single ‘conversations’ report that links individual multi-turn interactions. Application developers can utilize a built in Pluggable Data Connector (PDC) in Orchestration Designer to read/write information to the 'conversation' repository. Note: For this release, access to AEP 'Conversations' repository is available only through Orchestration Designer 7.0.1 PDC methods. Validation with third party (Nuance) software The below Nuance software configurations were tested with AEP 7.0.1, - Intersection with Nuance Vocalizer 6.0 Text to speech - Deploying multiple NSS instances on a single server (Nuance NR 10.2). Other Enhancements: - Faster reallocation of MPP licenses in graceful shutdown scenario without expiration of

grace period (in min) specified in system timer. - Generation of SHA-2 certificates (SHA -256) - Allow passing of call termination reason from CXI to a voice XML (speech) application. - For unlicensed AEP systems, grace period of 30 days extended to cover zones, 1st unit of

Email and SMS.



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Avaya Aura Orchestration Designer

Orchestration Designer is the single design tool for Aura® Contact Center suite experience management applications for design, simulation, maintenance of agent scripts and inbound/outbound self-service. It supports Aura® Experience Portal, Aura® Contact Center, and all other Avaya Automated Care platforms (MPS, VP, IR) leveraging best practices from both Dialog Designer and Service Creation Environment for Contact Center. Orchestration Designer is based on Eclipse and consists of two installable modules. The Self-service Module is the latest generation of Avaya Dialog Designer and supports multimedia application design, simulation and deployment for all Avaya self-service Platforms. The Contact Center Module is based on SCE for Contact Center and supports design of multimedia agent workflows and scripts for Avaya Aura® Contact Center. Note: Orchestration Designer ships at no cost with AAEP, AVP, IR, AACC and MPS or can be downloaded from Avaya DevConnect (https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=104)

Key benefits are:

Simplify application creation and management - Orchestration Designer is a complete authoring, simulation, and deployment support for interactive multichannel, multimodal workflows and applications.

Build personalized, cross channel experiences - Create dynamic personalized experiences across - multiple channels - phone, email, SMS, video, and even social media.

Support for building Multi channel applications – separate editors for building Email and SMS applications and an integrated simulation tool for testing multi channel application flows.

https://devconnect.avaya.com/public/dyn/d_dyn.jsp?fn=104



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Accelerate Time to Market, Lower Risks – Reuse existing, proven applications and workflow elements in the deployment of new services and applications.

Lower Development Costs – Use of all the latest industry standards, Web services, Java, VoiceXML, CCXML, and Eclipse, maximize interoperability and lower costs.

Protect Existing Investments – In addition to supporting Experience Portal and Avaya Aura® Contact Center, Orchestration Designer supports MPS, Interactive Response, Avaya Voice Portal, and prior releases of NES Contact Center. It also includes pre-built connectors for Avaya Application Enablement Services (AES), Avaya Proactive Contact, and Avaya Interaction Center (IC).

Orchestration Designer 7.0 features

AAOD 7.0 delivers the following major enhancements:

Orchestration Designer project documentation Feature

AAOD 7.0 provides a feature for printing a report of various application elements listed below: Overview – general information about the project Details – list of nodes, types and descriptions Flow map – display bitmap of the whole call flow Variables – list of all variables, types and descriptions Grammars – list all grammars with slot information Prompts – display details of each prompt Recording – list all recording files used in the project A PDF document format can also be created to display report items.

REST based Web Service Connector

Supports a connector for consuming REST based web services. This connector will enable the following operations: - Entry of base URL for web service, - Selection of post/get/put/delete - A connection timeout - The ability to build up a query string with parameters consisting of a name concatenated

with a simple variable or be filled from an orchestration designer complex variable. - Assign return to either a simple AAOD variable or the field of a complex variable.

Multi channel support

Orchestration Designer 7.0 adds the capability to create and simulate text based, SMS and Email applications. These new channel types, and voice which has been supported in previous releases, share a common runtime and design environment. In addition, email and SMS processors on the platform will support basic processing of inbound text messages.



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Integration with AACC

Orchestration Designer 7.0 provides the following capabilities for integration to AACC - New drag and drop palette items that enable transferring SIP and AML based calls to AACC

with context (UUI, P-Intrinsics and call attached data). This eliminates the manual steps involved in configuring landing pad application for call transfer and handoff of data to AACC in the IVR in front and IVR behind scenarios.

- A pluggable Data connector that allows an application to forward an incoming SMS or email to an agent for processing and enables this agent to send a reply back on the same channel as the original request.

Notification Pluggable Data Connector

Orchestration Designer 7.0 supports a notification PDC for invoking outbound text channel web services that enables sending an email or SMS from a speech or messaging application. On selecting this connector, email and SMS elements are automatically added to the palette – the sendEmail and sendSMS palette items can then be dropped onto a node in the flow and properties and error conditions configured for these items.

Language Detection

This capability is provided through a language ID connector that enables text based language detection. The connector accepts an input text variable and returns a supported language code as output. Text containing mixed language will return the language code for the most dominant language in the text. If text is in an unsupported language, the recognizer will return one of the known languages. Refer to the Avaya Aura Orchestration Designer Developer's Guide on http://support.avaya.com for a list of supported languages.

Currency related updates

AAOD 7.0 supports application deployment with the below application server releases: - Tomcat 7.0 - Websphere 8.0 - JBOSS AS 7.0 - Web Logic 12 c Orchestration Designer will support J2SE1.7 and Eclipse 3.7.

http://support.avaya.com/



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Orchestration Designer 7.0.1 features

Conversations pluggable data connector (PDC)

To preserve relevance and context for multi turn interactions over SMS, OD applications can access ‘conversations’ PDC to read and write session information and data to the Experience portal data repository.

Data only call flows

OD 7.0.1 enables building flows specific to data channels supported by the platform, this includes creating a ‘data only’ flow with email and/or SMS palette items with data manipulation operations supported within standard OD speech flows. The built-in application simulator is now enhanced to include a simulation tab for data only flows.

Other Enhancements:

- Support for Java 1.7

- Importing a SHA-2 signed digital certificate into the key store.

- Shipped with Eclipse Juno development environment.



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Intelligent Customer Routing

Intelligent Customer Routing 7.0 features

Intelligent Customer Routing 7.0.1 features

ICR 7.0.1 adds several new features focused on extending the solution with external routing

capabilities as well as improving productivity with Web Services for bulk load of configuration

parameters

Feature Benefit

Support for External Routing (decision-making) function through APIs defined by ICR

Provides flexibility to integrate with customer’s business rules to enable use cases such as: Route to Preferred Site even if EWT < X amount % Allocation across Destinations/Call Center Route to destination only when

Agent available > x amount

Queue position < y amount

% answered in service level > z%

Support for additional routing options with additional call center data exposed by the pluggable data connector. The additional call center data available includes: Agents Available, Agents Staffed & EWT (top, high, medium, low)

Improves routing efficiency and enables use cases such as:

Route to destination based on agent availability/staffed

Route to preferred site (Call Center) in agent surplus scenario and to site with highest % answered in service level in call surplus scenarios

Route to back up agent group

Web service for ICR configuration such as Call Center, Skill, Destinations, Business Hours and Holidays

Improves speed and accuracy of configuration, particularly for bulk loading of parameters

Call control enhancement – providing termination reason for wait treatment

Improves customer experience by enabling the contact center to follow-up with customers that may have abruptly disconnected during wait treatment and enables the contact center to analyze overall contact center performance

Security – support for SHA-2 certificates Enhances security

ICR 7.0 adds several new features focused on improving scalability and productivity of the

solution:

Feature Benefit

Call Management System (CMS) + RT_socket based routing (Please note the network topology requirements to use this feature)

Provides agent data for better routing in agent surplus and small groups and provides very high scalability

Preferred ICR Core limiting the routing web service request to ICR core in the same data center

Reduces inter-network traffic and allows for higher scalability



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Feature Benefit

Supervised transfer Ensures caller gets the right resources

Zoning Ensures great caller experience and reduced inter-zonal traffic

Configurable ICR Call Control Application properties through EPM

Increases ICR usability and productivity

Terracotta version upgrade Improves scalability

Multiple session manager support, dual-caching

interval support

Supports multiple configurations and increases

efficiency in agent-surplus conditions

Posting EWT and Queue Position to running wait

treatment application

Simplifies and improves customer experience

SIP endpoint support Increases flexibility of deployment

Self Service first using Avaya Aura Experience

Portal

Reduces customer service costs while providing a

great customer experience

Intelligent routing based on real-time data from all

ACDs and a choice of routing rules

Improves customer experience by quickly providing

the caller with the best resource

Enhanced/Advanced Wait Treatment Provides great customer experiences while the

customer waits for the best resource

Comprehensive operational reports Provide full visibility to supervisors to enable efficient

operations

Sample applications Enables call flow designers to quickly develop

custom call flows for specific business needs

Pluggable Data Connector (PDC) Quick and easy access to ICR operations using an

Orchestration Designer application

Based on Experience Portal, unified

Operations/Administration

Provides familiar interfaces, lower training costs,

efficient operations

CMS-RT_socket based routing

In ICR 7, a new data source is added to get real-time contact center information about skills status. The information is received from CMS using rt socket package developed by Avaya Professional Services. The information received from CMS is about skills as well as agents and therefore requires two rt_socket connections per CM. The ICR Core stores this information in Terracotta cache so that it is available in real-time to other ICR Cores. The existing BSR algorithms e.g. EAD-MIA, UCD-MIA etc are used to find best nodal destination. For CMS+RT_ Socket based routing, ICR Pluggable Data Connector gets additional information in routing response from ICR Core. The additional data from CMS includes: (1) ACD Skill – the acd skill number; (2) Skill Priority – skill priority considered for routing decision as configured on destination page; (3) Estimated Queue Position – estimated queue position (similar to estimated wait time) and (4) Percent calls answered within service level – % service level available in CMS for the skill record. The routing is still skill based and not agent-based. However, agent information improves overall routing, particularly in agent surplus conditions. Customers can also choose to deploy ICR in a way that MS with rt_socket is the primary data source and BSR polling can be used in case of CMS failures. In contrast to the BSR polling mechanism which is a request-response mechanism, the rt_socket is a continuous push-feed coming from the CMS at a configurable time interval, set by default at 3 seconds. CMS+Rt_socket based routing



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improves routing in the agent-surplus scenario, allows development of more complex logic with the additional attributes available and improves Communication Manger performance by eliminating the SIP polling. Requirements to use CMS+Rt_socket based routing Due to the inherent latencies associated with Wide-Area-Networks (WAN), configuring Terracotta cluster over the WAN is not supported. For the single data center configuration, ICR cores will be configured with a single Terracotta cluster. For the multiple data center configuration across the WAN, the ICR cores located at each data center have to be configured as independent Terracotta cluster. (Additional configuration details are included in the Implementing ICR guide).

The idea is to have Terracotta cluster in each Data Center, RT socket feeding into only one central Data Center. The ICR Cores in this Data Center is preferred thus call gets routed using CMS based routing without need of too many RT Socket sessions. In case of failures, the ICR Cores local to Data Center will do BSR polling (failover ICR Cores). ICR 7.0 allows the application servers to designate a Preferred and a Failover ICR server for the getDestination call. In this configuration, it is required to set up all of the CMS+RT_socket links to point to a single Terracotta cluster then set the ICR Core in this cluster as the Preferred server. With the failover to BSR polling in place, in case the only Data Center receiving the CMS Rt_socket feed goes down, then the route requests can continue to be fulfilled by the BSR polling mechanism.



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Preferred ICR Core

A typical large deployment of contact centers will have multiple ICR Cores and Self Service Applications. In ICR 6.0, the ICR Pluggable Data Connector (PDC) selects ICR Core randomly. With ICR 7.0, the Preferred ICR Core feature allows to control selection of ICR Core by ICR PDC from an application server.

The above example illustrates a deployment using the Preferred ICR core feature. There are two application servers with ICR extension deployed along with runtimeconfig application. From application server1, ICR Core 1 and 2 are configured as preferred and ICR Core 3 and 4 are configured as failover and from application server2, ICR Core 3 and 4 are configured as preferred and ICR Core 1 and 2 are configured as failover. This feature is optional. If you do not deploy ICR extension on application server, then ICR PDC randomly select any ICR Core the way it does in ICR 6.0. Supervised transfer In ICR 6.0, two mechanisms are available to deliver call to the call center node: (1) queuing the call and (2) blind transfer the call. Traditional Experience Portal applications have also provided supervised transferred support in the VXML application. In ICR 7, support for supervised transferred is added for Self-Service Applications (SSA). This can be achieved by designing SSA with a Consultation Transfer node of Orchestration Designer. The SSA will get response about success or failure to this consultation transfer request. On failure, SSA can request for supervised transfer to another destination or exit and request for queuing or blind transfer the call. To classify the Session Detail Records (SDR) with successful supervised transfers, a new exit reason “Call transferred from SSA” has been added in ICR 7.0.



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Zoning

A deployment example for EP and ICR utilizing Zones is shown above. We have two zones, Zone A and Zone B with Media Processing Platform (MPP) and Application Server at top. Then in a central data center, there is EPM and ICR Core/CCA. And at the bottom there are Communication managers with agents. As shown, zoning facilitates deployment of a single EPM to manage MPPs in different zones and ICR will be used to route the calls. With ICR 7.0, the Call Control Application (CCA), the ICR-dependent applications (Self-Service Application – SSA, Wait Treatment Application – WTA, Error Handling Application – EHA), and the SIP connection to the ICR Core can be configured for the zones. Additionally, the real-time monitoring can be filtered by zones and the Session Detail Records also show the zones.

Other New Features in ICR 7.0 (some rolled-up from previous Service Pack Exceptions)

Merge on connect – This allows supervisor to configure ICR call flow to deliver queued call to agent when agent answers the call.

Opt out from WTA – This allows the supervisor to manage the caller’s experience by allowing customer to opt out during long wait times in WTA.

ANI in queued call – This enhancement retains caller number a.k.a. ANI by inserting it in the “From SIP header”, ensuring that the call delivered to agent contains ANI information.



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EWT Adjustment – During cache freshness interval when ICR Core selects a destination it adjusts the EWT using WAT (Weighted Advance Time) provided by CM. This improves routing by updating statistics based on calls that ICR routes between updates.



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Product Rules

Avaya Aura Experience Portal 7.0 can be ordered under the following configurations: - Software bundled with Avaya version of 64 bit Red Hat Enterprise Linux and installed on

Avaya provided hardware. - Software only that can be installed on Red Hat Enterprise Linux 64 bit on customer provided

hardware. - As a VM Ware OVA bundle that includes Avaya version of 64 bit Red Hat Enterprise Linux

and installed in a customer hardware and VM Ware environment. OVA bundle for EPM and MPP are provided separately.

Entitlements (license and software) will be delivered as follows: - Both Experience Portal and Orchestration Designer can be downloaded from Avaya’s

Product Licensing and Delivery System (PLDS) for entitled customers. - Experience Portal 7.0 core software along with Avaya version of Linux can also be ordered

as a DVD - Managed applications such as Intelligent Customer Routing and Proactive Outreach

Manager are available only as downloads through PLDS.

Licensing:

Experience Portal 7.0 shall be licensed per port with the exception of Experience Portal Manager that is licensed ‘per deployment’. Orchestration Designer will be provided as a $0 entitlement for customers ordering Experience Portal. Intelligent Customer routing licensing will include a mandatory controller with additional ports ordered based on capacity requirements.

Security Compliance Standards and Protocols

Refer to the security white paper ‘Avaya Aura Experience Portal 7.0 security white paper’

available on http://support.avaya.com

Product Bundling

Experience Portal 7.0 will be offered as part of the below bundled solutions:

- Nuance Tier 3 bundle

Each bundle offers 1 license or port for each of the below:

o Nuance NR9 or NR 10

o Nuance Vocalizer 5.0 or 5.7

o Nuance Dialog Module 5.0

o Experience Portal 7.0

Note: AAEP port included with the bundle is 25% discounted from the price of a full port see

section on material codes below.




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- Mid market bundle

Experience portal will also be offered as part of the Elite Contact Center Suite (Bundles) for Mid-

Sized Enterprises. For additional information refer to the Elite M offer definition on the Avaya

sales portal - https://avaya.my.salesforce.com/apex/sp_PortalSearch?q=Elite mid size bundle

Upgrades Customers on Voice Portal 5.1 and Experience Portal 6.0 are strongly encouraged to upgrade to Experience portal 7.0.

For deployments where previous versions of Experience Portal are installed on customer provided hardware and Red hat Enterprise Linux 32 bit, upgrade involves first a new install of RHEL 64 bit supported versions prior to installing AAEP 7.0. In case of upgrades involving prior versions deployed on Avaya Linux (and hardware), install scripts and procedure for upgrading Avaya Linux from 32 bit to 64 bit will be provided and AAEP 7.0 can be subsequently installed.

Refer to Upgrading to Avaya Aura Experience Portal 7.0 for detailed description of the upgrade

process

https://avaya.my.salesforce.com/apex/sp_PortalSearch?q=Elite%20mid%20size%20bundle



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3rd party interoperability

DevConnect

See DevConnect (www.avaya.com/devconnect, [email protected] ) for information on

3rd-party interoperability versions, compatibility questions and integration Application Notes.

Nuance support

AAEP supports integration with Nuance Speech recognizer and Text to speech versions as

listed in the Interoperability section. For additional information on Nuance products resold

through Avaya, ordering codes and process etc refer to the self service speech support guide

https://avaya.my.salesforce.com/sfc/servlet.shepherd/document/download/06930000001zZtrAAE

Migration

Selling the Migration from “Old” Systems

Once a self-service system is set-up, which often times includes building and deploying speech

applications, the solution usually continues to run for years on the same technology. However,

during this time, particularly if speech is deployed, the speech technology continues to make

tremendous progress over the years in terms of features, quality, and voice user interface

perspectives. For many customers, this eventually results in deployed applications that are

outdated and no longer meet the expectations of end customers in terms of user friendliness

and/or expectations based on customer feedback, business efficiency, and flexibility.

In addition to the applications, the self-service hardware is often—or soon-to-be—outdated or

behind end of manufacturer support.

In addition to the IVR platform, the business processes and customer experience of dealing with

the enterprise has evolved over time with changing products, demographics, and technologies.

Often times the IVR has not kept up with these business changes.

These means customers are now faced with the challenges of an old self-service platform

and/or an old voice application. Some of these challenges are:

Lack of flexibility to adapt quickly to business needs

Laborious integration into current business processes

High maintenance and support cost

Risk for business continuity because of no longer supported hardware platform or software

Outdated voice applications that cause customer frustration and mirrors in company image (“outdated”).

Especially in difficult economic times efficient self-service helps to optimize human and technical

resources in a company as well as to create revenue by automation of services, optimize

business processes, and improve customer experience.

http://www.avaya.com/devconnect

mailto:[email protected]




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The value of self-service is in the applications. So besides all compatibilities the aspect to focus

on is:

Does the application fulfill today’s needs?

The answer to this question drives the migration decision, because during the last years the knowledge on how to build dialogs, speech products and the integration capabilities into customer ecosystem have changed and improved significantly with positive impact on customer experience. Additionally the end customers’ expectation for a voice user interface increased. Touch tone applications have limited functionality with a non intuitive interface and a rigid menu structure. A voice user interface built on speech recognition provides a more intuitive way to interact and is more convenient to the user.

The Upgrade Problem Trap

No upgrade is free. The account team does its homework and generate the lowest quote it can using upgrade pricing, discounting, etc., to provide to the customer. The customer's reaction to the quote is usually shock and disbelief -- how can they be expected to pay THAT MUCH just to keep doing exactly what they are doing today?! The reaction is pure human nature. The customer is thinking that all he or she wants is to keep things the same. They've been paying little if anything for their self-service system for several years. Now they are being asked to pay 10s of thousands to 100s of thousands of dollars just to maintain that status quo. That seems absolutely ridiculous; a real rip off!! You've just witnessed the "upgrade problem," AND you've fallen into the upgrade problem trap. If you find yourself in this position with a customer, you can expect to have some difficult selling to do for what should have been a simple affair. Your loyal customer is now suspicious or even hostile. You aren't "taking care" of them. You've forced them into the uncomfortable position of looking for large amounts of money that they probably hadn't budgeted. They will have to go back to their business owners with the bad news. They may even be forced into a complete buying decision again, and you can be sure that you are no longer the automatic favourite. How can you avoid falling into this "upgrade problem" trap? First, be proactive. You should know:

What self-service system(s) does your customer have?

How old are they?

What release are they on?

How are they programmed?

Is the design documentation for the current application up-to-date?

Are they still maintainable?

Do they fit with the customer's vision?

Do they fit your account plan?

If you are doing this type of account planning, then you should have a good idea about when to

start really working on your customer to upgrade. The best policy is always to keep the

customer taking advantage of the upgrade protection built into the current products.



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Keep the customer aware that they should budget their operational expenses to include an

upgrade event every 1-2 years -- every 2-3 years at the most. The upgrade platform release is

built into maintenance pricing, but the customer needs to budget for the ancillary costs such as

installation & provisioning, their own time and effort to manage the transition and do their own

testing.

If you are proactive, you can avoid the "upgrade problem," keep yourself in good standing with

your customer, and really be looking out for you customer's best interests.

Even if you find that your customer has fallen significantly behind, you are better off by bringing

the issue to their attention than merely reacting to their request. But if they approach you with an

upgrade request, all is not lost. Whether you start the dialog or the customer asks you for the

upgrade, here's how you SOLVE THE UPGRADE PROBLEM and AVOID THE UPGRADE

PROBLEM TRAP.

If the customer brings up the upgrade, tell them that you'd be happy to give them an upgrade

quote but then turn the conversation around.

If you are proactive, tell the customer that they are running a risk by having an old, out of

support IVR and then move on with the conversation. The bottom line to SOLVING THE

UPGRADE PROBLEM and avoiding THE TRAP is to realize that you need to engage in a

new solution sale. Your customer implemented that IVR system 5, 10, 15, 20 years ago (the

Conversant may be 10 years old but it may have been upgraded many times and the application

was first written 20 years ago).

Remind your customer that technology has changed and advanced since they last upgraded

their IVR. Be wary of telling the customer that you can replace the existing system with

identical functionality. Features and functionalities in the way they operate have changed over

the years. The existing application may be based on capability that no longer exists in the newer

model. Not to say that the customer is going to be losing functionality, but the approach may

need to change.

Point out that their business has undoubtedly changed and evolved since those voice

applications were designed and deployed. Voice applications are usually built to solve

specific problems -- what new problems could be solved today if the customer were starting

fresh?

Remind them that they may have implemented web and mobile interfaces that are

inconsistent with their voice self-service. They may have changed their back end data

systems. Their customer's satisfaction with their IVR may not be where it should be or could be

(and they probably have little if any real understanding of how their callers feel about their IVR

unless it is so bad they have been getting lots of complaints).

Further, there may be significant areas in their business that are ripe for additional self-

service automation. Things they couldn't do previously with touch-tone may now be cost

effective with speech.



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Partner with your customer. He or she is quite likely to be the IT - telecom organization. Bring in the solution partner (Avaya Professional Services or the ISV that the customer has used in the past if that is still a good relationship; if there is no de facto solution partner, select one who will be the best working partner for you today). Together, offer to work with the business users of the IVR to determine what a new, refreshed IVR self-service solution would include.

Help to develop the business case and ROI that your customer will need to sell that solution to appropriate internal management and to get the budgetary dollars. Here's where you can really shine by being proactive. If you know the customer's budgeting process and cycles, you can do the initial selling to coincide with that activity so that money is built into the next budget cycle for your upgrade. The key is to maintain the high ground.

Help the customer understand the looming problem.

Help them to see how you can be their trusted advocate and adviser crafting the next strategic solution. They already know and like the system they have. They already trust their relationship with you and Avaya. You can head off the need for an RFP in many cases, or if the customer's business process requires an RFP for a major expenditure, you can control what goes into the RFP and set yourself up as the de facto system to be beat. Remember, you don't want to upset the customer into an RFP that Avaya might lose.

Summary – Selling the Migration

The value is in the applications. Focus on migrating applications instead of platform.

Applications implemented 8+ years ago may no longer be adequate or they may be expensive to maintain.

We gain a valuable opportunity to reacquaint ourselves with our customers by conducting an application discovery to determine if the existing applications are meeting their business needs:

There are new capabilities such as Multi-channel, outbound and mobile available in the newer version.

Are there opportunities to improve the way they do business?

Are there new services that can be automated with speech recognition that were not technically available or practical when they implemented the old platforms?

Has the customer moved from legacy mainframe data access to newer enterprise information system architectures enabling lower integration cost and improved TCO with web services?



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If our customers are looking outside Avaya for other alternatives, then they have already mentally made the decision to rewrite their legacy proprietary scripts. The competitors are selling the value of moving to open standards and its benefits. We may be pushing a new hardware server due to end-of-life support for old self-service platform. In the eyes of the customer, what is a more compelling value proposition and reason to move?

When we offer an application review, we gain an opportunity to be perceived as consultative and adding real value to the relationship. We also gain opportunities for other Avaya solutions.

The role of application development environment

As the value of self-service is in applications, AAOD plays a key role for transition to AAEP, as it

provides standard and therefore portable and reusable VXML and CCXML applications.

For Conversant and Interactive Response we had—and still have—a successful transition

program in place, which was built on Dialog Designer and continues with Orchestration

Designer.

The proprietary script applications (TAS) written with IVR Designer could be leveraged on IR

while new applications are developed with Dialog Designer. Step-by-step the proprietary

applications were rewritten in VXML and finally can run on Voice Portal and Experience Portal.

Side note:

Though a conversion script was provided, it was not very often requested and used..

The main reason not to do an automatic conversion is that the philosophy behind a

VXML/CCXML application is very different and hard to map into a conversion tool.

There will always be manual work to do, and this is not only rearranging icons, but may also

be recreating proprietary with standard interfaces/functionality.

And after an automatic conversion you’ll have to maintain an application based on a

proprietary philosophy with a tool that’s optimized for VXML/CCXML/... philosophy. That’s

not a good fit.

For MPS there is a similar path and the enabling component is Orchestration Designer.



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While MPS SCE is an additional development environment for VXML applications, it is the only

one for ICP. SCE is not the going forward platform and will no longer be enhanced. There are

no plans to provide a conversion tool. Investigations into a conversion tool revealed that there

still would be significant manual work to be done, which makes the value questionable.

For migrating SCE based applications:

AAOD (and DD) provides mechanisms to embed SCE and 3rd party VXML applications, which can be seen as a first step for migration. SCE applications can be maintained in SCE only.

SCE applications should be rewritten with AAOD, but any underlying Java code can often be reused.

In order to better support MPS some extensions have been made to AAOD:

Support for MMF announcement files

Graphical Shortcuts for handoff to/from MPS Developer applications

Send DTMF via VXML (from SCE)

N-best variable for ASR (from SCE)

The long-term target is a homogenous environment for self-service, based on Avaya Aura®

Experience Portal with Avaya Aura® Orchestration Designer as the single development

environment.

Migration steps

The following is an overview of options and steps to migrate to Experience Portal and

Orchestration Designer.

Please note that a key principle for this migration is that all new and additional applications

should be written with Orchestration Designer.

This is the prerequisite for the later migration of applications to the going forward platform.

It helps to become familiar with the design environment, particularly for Business Partners, System Integrators, and Independent Software Vendors.

The other principle is step-by-step approach, which allows for a staggered implementation at

the customer’s pace.

The first step is to consider the lifecycle of the application. Applications that are nearing, or

have reached, the end of their useful lifecycle, then continue to maintain the application in MPS

Developer until it can be retired.

Newer applications, or applications with years of remaining productive life, can be gradually

migrated to Orchestration Designer while continuing to run on the MPS platform. As part of the

application lifecycle, new call branches and menus should be implemented in Orchestration

Designer utilizing the capabilities on the MPS Platform to effectively wrap Orchestration

Designer applications enabling the handoff of calls and data allowing a step-by-step migration to

Orchestration Designer while continuing to utilize the MPS applications and platform.



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At a point in the future, after applications have been converted to Orchestration Designer and

VoiceXML, Experience Portal can be set up as the new platform. Licenses can be migrated

from MPS and Orchestration Designer applications can be moved with little or no changes to

run on Experience Portal.

Another approach is the side-by-side migration. While legacy applications continue to run on

MPS, Experience Portal can be introduced into the enterprise for new VoiceXML and CCXML

applications and pre-packaged applications such as Proactive Outreach Manager, Intelligent

Customer Routing and Callback Assist. Applications developed in Orchestration Designer can

be used by both the MPS and Experience Portal platforms. This allows customers to implement

call flows (e.g. authentication, address change, billing, etc.) and utilize both platforms, thereby

reducing development and maintenance costs while gradually migrating to Experience Portal.

Migration from Media Processing Server (MPS)

The MPS platform has a limited life span in terms of R&D and support. While there are a

number of Avaya customers currently using the platform, most of them have systems in excess

of 7 years old.

We are selling very few net new MPS systems - mostly upgrades and add-ons. Upgrades are

proving to be quite costly for our customers as they typically require a refresh of servers as we

cannot support their older, existing equipment. It is imperative that Avaya maintain these

customers by providing an attractive migration incentive in favor of our newer platform:

Experience Portal 7.0.

MPS migration message is no longer ‘Migrate at your pace!’ for customers as the window is fast

closing and hence an urgency to migrate the MPS base to AAEP.

Experience Portal is the center point of all Avaya contact center deployments and going forward

more features and functionality will reside on the platform.

The goal of this migration offer is

- Provide an attractive incentive for existing Avaya MPS customers to migrate to Experience

Portal.

- The incentive or offer will provide a clear cut migration path to Experience Portal from a

platform and an Avaya infrastructure perspective.

The migration offer includes:

- MPS Customers with Active Maintenance Contract can also purchase Experience Portal

ports for production at 75% discount overall.

Note: Discounts only apply for replacement of active MPS ports. For example, one can

order 100 Experience Portal ports for 100 MPS ports at the discount.

Additional discounts do not apply to hardware, speech or applications.



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- Support redesign of MPS applications that may include network based elements or other

pieces not compatible for porting to VXML/CCXML based applications on Orchestration

Designer and subsequent deployment on Experience Portal. In certain instances, Avaya

Professional Services (APS) may provide code evaluation and develop a high level plan for

application migration at little to no cost. Avaya may also engage select partners and ISV’s to

offer these services on competitive terms and assist in smooth transition of applications to

Experience Portal.

- Provide an Experience Portal ‘basic starter package’ at no additional cost. The details of this

package are listed below (Available for 3 different deployments (TDM, H.323, SIP))

For additional information on MPS migration package contact Jeff Jameson

([email protected]).



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Life cycle Experience Portal adds/upgrades:

Support for Redhat Linux 6.4 64 bit x86

PostgreSQL 9.1.x

JDK 1.7.x

Axis 1.6.2

Apache Tomcat 7.0.x

Apache http server 2.2.x

Oracle 10 and 11g

Experience Portal no longer supports:

Realspeak 4.5

Product specifications

Interoperability

For details see the “Self-service Compatibility Matrix” spreadsheet in Job Aids section for the

self service products: Experience Portal, Orchestration Designer, Voice Portal, Dialog Designer

and Interactive Response.


AAEP 7.0 will interoperate with the following products:

CS1000 7.0 or higher

ACM 5.2 or higher

Session Manager 5.2 or higher

POM 3.0

ICR 7.0

For speech AAEP supports:

Nuance Recognizer version 9 and 10

Nuance Vocalizer 5 and 5.7

Loquendo 7

Loquendo MRCP Server 7.2 (or higher)

Other vendors are supported through the permissive use policy via MRCP v1 and v2 interface.

See also “Self-service Scope of Support Policy” document on support.avaya.com:

https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=WNContent_

Private&contentid=C20091120112456651010#wlp_WNContent_Private


https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=WNContent_Private&contentid=C20091120112456651010#wlp_WNContent_Private

https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=WNContent_Private&contentid=C20091120112456651010#wlp_WNContent_Private



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Product Capacity

Experience Portal 7.0 can support up to 1000 concurrent sessions per media server (MPP),

actual capacity is based on various factors such as application environment, network latency,

application server hardware and will vary depending on application type, complexity etc.

For a configuration where zoning is not enabled, Experience Portal system (managed by an

Experience Portal Manager) supports up to 30 media servers or up to 10,000 SIP voice ports

(including announcement-only ports) and up to 10,000 SIP signaling ports.

When zoning is enabled, Experience portal can support up to 15 zones and scale up to 70

media servers or a cumulative limit of up to 50,000 concurrent SIP sessions or up to 10,000

concurrent H.323 sessions.

For capacity VMWare based virtualized deployments, refer to Deploying Avaya Aura Experience

Portal in an Avaya Customer Experience Virtualized Environment on http://support.avaya.com

Product Documentation

Experience Portal documentation will be available on both http://support.avaya.com and

http://portal.avaya.com under the Avaya Aura® Experience Portal product areas. The following

documentation is available:

- Administering Avaya Aura Experience Portal 7.0 - Avaya Aura Experience Portal 7.0 Overview and Specification - Deploying Avaya Aura Experience Portal in an Avaya Customer Experience Virtualized

Environment - Implementing Avaya Aura Experience Portal 7.0 on multiple servers - Implementing Avaya Aura Experience Portal 7.0 on a single server - Troubleshooting Avaya Aura Experience Portal 7.0 - Upgrading to Avaya Aura Experience Portal 7.0 - Events and Alarms Reference (part of Online Help) - AAEP Online Help (HTML Library)

Additional documentation is available on the above sites under Voice Portal product area

AAOD documentation will be available on both http://support.avaya.com and

http://portal.avaya.com under the Avaya Aura® Orchestration Designer product areas.

The following documentation is available:

- Avaya Aura Orchestration Designer Developer's Guide - Getting Started with Avaya Aura Orchestration Designer - Avaya Aura Orchestration Designer Developer's Online Help

Additional documentation is available on the above sites under Dialog Designer product area



http://portal.avaya.com/


http://portal.avaya.com/



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Product Order Codes and Pricing

Ordering Procedure

AEP is licensed and offered on a per port basis.

Voice Ports

AAEP 7.0 “Full” ports may be bundled with speech, i.e. when purchasing Nuance or Loquendo

together with AAEP, there is a bundle offer on AAEP ports as well.

Options (Add-on) on AAEP ports are:

- Video - Call classification (detection of answering machines, call progress, …) for outbound calls

Zoning

In AEP 7.0, Zoning is offered free of charge when voice ports are ordered for the solution.

Email and SMS

Both SMS and Email are ordered and licensed in ‘Units’, where each unit will support a

maximum number of bi directional messages per hour, for SMS the limit is 3600 bi directional

SMS messages per hour and for email 3600 inbound and outbound emails per hour.

For example, if a customer requires the ability to send 25,000 SMS messages in an 8 hour

business day, then they would need to order 1 unit of “AAEP 7.x SMS 3600 MSG-HOUR”

(25,000 messages ÷ 8 hours = 3,125 messages/hour = 1 unit). A customer that needs to send

125,000 SMS messages in an 8 hour day would require 5 units.

Email units are similarly licensed and counted.

Notes:

- Customers placing orders for net new systems will be entitled to 1 unit each of SMS and

Email with each unit capable of supporting up to 3600 bi directional messages of each

type.

- Customers upgrading from Experience Portal 6.x may have existing email and SMS

capabilities, upgrading to AAEP 7.0 will provide an entitlement for 1 Email and 1 SMS

unit free of charge.

- Managed applications such as POM 3.0 will leverage AAEP to deliver multi channel capabilities, as a result these (SMS and/or Email) licenses on AAEP will be offered at a 50% discount when ordered for use with POM 3.0.



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Speech

For interworking with speech (Nuance, Loquendo, others) the MRCP connection is licensed per

port, and separately for ASR and for TTS. The MRCP connection is free of charge when speech

is purchased through Avaya otherwise the customer pays to enable ASR/TTS capabilities.

There continues to be an Experience Portal speech bundle offer that allows ordering AAEP

ports at a reduced price if speech (Loquendo, Nuance) is ordered as well.

Notes:

- For upgrade/migration from Voice Portal, speech proxy ports were charged on a per-

server basis rather than a per-port basis. When Voice Portal customers migrate

(through SSU, or charged) from Voice Portal, then the ASR/TTS proxy ports are

provided in the amount of existing voice ports.

- Nuance speech bundles cannot be sold standalone without an Experience Portal (‘IVR’)

port for net new systems. Subsequent capacity expansions that require additional

Nuance bundles without AAEP ports will be evaluated on a case basis and require

product management approval.

ICR

For Intelligent Customer Routing (ICR) feature of AAEP, an entity named “Controller” is used as a measure. Each “Controller” provides for 1,000 concurrent queued sessions and the ICR sizing tool will be used to determine number of controllers required in any deployment. A session may be covered by SIP signaling ports, announcement ports, or AAEP full ports To better adjust pricing to use scenarios there are also AAEP ports with restricted functionality available for ICR:

Announcement ports, which do not allow for caller interaction (speech or DTMF)

SIP signaling ports, used by ICR for call queuing purposes.

A sizing tool will be provided on the Job Aids help to size the system.

AACC/SIP

AAOD 7.0 includes built in connectors (Send AACC PDC) for handoff of SMS/Email data to

AACC preserving context, in addition to palette items for supporting multiple transfer over SIP

and AML to AACC. SIP UUI can be also be used as a mechanism to exchange data, using

VXML and CCXML. Experience Portal ‘full’ ports can handle any context based transfers to

AACC over SIP.

AAOD

AAOD 7.0 is licensed the same way as the previous version and available at no cost when

purchasing an Avaya IVR (AAEP, VP, IR, MPS). The Microsoft speech engine remains a

component of the AAOD core software and can still be utilized for testing applications.



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Notes:

- AAOD 7.0 will not require an MRCP simulator license for connecting to a 3rd party

speech engine, this license requirement was removed in AAOD 6 SP2 and will no longer

be enforced.

Resiliency / Disaster Recovery

Experience Portal is a highly resilient solution and supports two forms of disaster recovery.

The first—and preferred—mechanism is to use Enterprise Wide Licensing where the Experience

Portal system is set up in an active-passive configuration and a backup Experience Portal

system is maintained in a different geographic location. Upon the failure of the primary site, a

manual process is utilized to move licenses from the primary system to the backup site. Under

the active-passive configuration, no additional licenses are required, however the backup site

must be managed to remain current and operational with the primary site.

The second mechanism follows an active-active site configuration where each Experience

Portal system is sized to support the full capacity, however during regular operations where

each site is operating normally, peak traffic on the system is only half capacity. With this model

a system that effectively handles twice the volume must be configured and “Disaster Recovery”

ports may be ordered at a discounted rate from “full” ports. Disaster recover ports carry a few

restrictions:

Enterprise Wide Licensing implementation as the failover strategy/disaster recovery does not require Disaster Recovery ports

Experience Portal Disaster Recovery ports are to be used only for disaster recovery and not for production traffic.

The Experience Portal Disaster Recover port material code is used as a “hot standby” disaster recovery strategy only.

Notes: .

- Disaster Recovery ports for AAEP 7.0 must be added manually to a design. Contact the

Avaya Technicenter Self-service group at 888-297-4700 and speak Voice Portal as an

example or send an email to ATAC with subject line of Voice Portal if you need

additional assistance. After consulting with ATAC, the disaster recovery codes will be

opened for ordering.



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AAEP 7.0 Hardware

Avaya Aura® Experience Portal 7.0 is available as a bundled solution comes with HP® ProLiant DL360 G7 server (same as AAEP 6.0). Server specifications:

Form factor/height Rack/1U

Processor Quad Core Intel Xeon E5620 2.40 GHz,

12MB L3 Cache (2 CPUs).

Memory 12 GB (DDR3 RDIMMs @ 1333 Hz)

Disk size 2 – 300 GB 10K, RAID 1

Usable disk capacity 279 GB

Network interface 4 Gigabit NIC ports

DVD R/W 1

Power supply 1 * 460W

Upgrading from a previous Avaya Voice Portal Hardware Bundle

Customers interested in upgrading to Experience Portal 7.0 from AAEP 6.0 and AVP hardware

bundles may utilize their servers if they meet the below server specifications.

Server Avaya-branded

Name

Supported

IBM X306M S8500 Not Supported

IBM X3250 - Not Supported

Dell PowerEdge

1950

S8510 Not Supported

IBM 3550 S8800 Supported

HP ProLiant DL360

G7

- Supported

NOTE: The Avaya-orderable modem for remote support is no longer supported with Experience Portal so customers upgrading from a Voice Portal hardware bundle that contains a modem will need to order SAL (Secure Access Link) when upgrading to AAEP. Refer to Remote Access via Secure Access Link for more information.



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Customer Provided Linux Server For customer provided servers the minimum (Linux) server hardware requirements are:

Compatibility with Red Hat Enterprise Linux Server Release 6.4 running in 64-bit mode. o For information about hardware compatibility, go to the Certified Hardware

section of the Red Hat website, http://www.redhat.com.

Dual Quad core CPU

4 GB of RAM.

120 GB hard disk drive with at least a 7200 RPM rating.

One 100/1000 Base-T Ethernet controller that is full duplex (onboard Network Interface Cards (NICs)).

DVD drive.

Keyboard.

Monitor.

Mouse.

Avaya Secure Access Link (SAL) or Avaya Access Security Gateway (ASG) solution, optional. If the customer purchases a maintenance agreement with Avaya Services, Experience Portal system will require SAL or the Avaya ASG solution for Avaya Services to remotely access the system for maintenance purposes. Contact Avaya Support to determine supported versions of SAL and Avaya ASG.

AAEP Lab System AAEP Lab System is separated out in an AAEP Lab System Core and a Lab System per port, which allows a higher flexibility for lab systems to be ordered. AAEP Lab System Core covers:

ICR Controller (optional) AAEP Lab System port covers:

AAEP port

SMS and Email*

Zoning*

Video port

Call classification

ASR proxy

TTS proxy.

Notes: - *Zoning feature for a lab system cannot be ordered through ASD and must be added

manually. Contact the Avaya Technicenter Self-service group at 888-297-4700 or send an email to ATAC with subject line ‘Experience Portal’ if additional assistance is needed.

- *Only 1 unit of SMS and 1 unit of email can be ordered for a lab configuration. ASD will provide a Y/N selection for multi channel feature in a lab system, on selecting Y 1 unit of each will be enabled.

- There is a separate Lab System for POM that requires the AAEP Lab system as prerequisite. See POM 3.0 offer definition for additional details.

- For ICR, in addition to the ICR Controller license, one or more ports will be needed for the lab system to operate

http://www.redhat.com/



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- Speech (Nuance/Loquendo) components have to be ordered separately.

For details see “Self-service Speech Support Guide” in Job Aids section: https://avaya.my.salesforce.com/sfc/servlet.shepherd/document/download/06930000001zZtrAAE

Upgrading from Experience Portal 6.x

For customers with support entitlements, software support plus upgrade (SS+U), port upgrades

from AAEP 6.x to version 7.0 will be free of charge.

The below AAEP 7.0 licensed features are provided at no additional charge:

- Voice ports (like for like)

- ASR proxy*

- TTS proxy*

- 1 (unit of) Email and SMS license

- Zones

* Quantity equal to number of voice ports; provided at no cost if speech/TTS was ordered through Avaya.

Upgrading from ICR 6.x & 7.0 to 7.0.1

For customers with support entitlements, software support plus upgrade (SS+U), ICR upgrades

from ICR 6.0 or ICR 7.0 to ICR version 7.0.1 will be free of charge. For customers without such

entitlements, please refer to the material codes for appropriate upgrade license costs.

PLDS Download

Avaya Aura® Experience Portal and Avaya Aura® Orchestration Designer software are both

available for download from PLDS.

- Avayatized Linux 6.x ISO file (64 bit) - Avaya Aura® Experience Portal 7.0 Software

o Experience Portal Manager (EPM) Software o Media Processing Platform (MPP) Software

- Avaya Customer Experience environment (VMWare® OVA bundle) o Primary Experience Manager (EPM) o Auxiliary Experience Manager o Media Processing Platform o Avaya Linux is bundled with each of the above components.

- Avaya Aura® Orchestration Designer 7.0 (also downloadable through DevConnect)




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Migration from other Avaya self service platforms

For the new licensed features in Experience Portal 7.0, migration orders are like new orders.

To order a migration to AAEP 7.0 from Avaya Interactive Response, Conversant, ICP or MPS,

Go to ASD – Self-service Configurator.

1. Enter the amount of ports to be migrated.

2. The quote will automatically contain:

- Call classification ports

- ASR proxy ports

- TTS proxy ports

These features are provided at no cost in the same number of ports migrating from the originating platform (MPS, ICP etc). In addition, the below entitlements are included,

- 1 Email unit (can handle up to 3600 bi directional email messages per hour) - 1 SMS unit (can handle up to 3600 bi directional SMS messages per hour) - Zoning will be enabled.

3. The below licensed features can be added to the quote:

- Zones (free of charge)

- Additional SMS units & Email units

It is possible to order more ports of AAEP than are available for migration, e.g. if one enters 100 ports to be migrated and puts 200 ports as target on the quote. When additional ports are added to the system, then these are new ports and additional features need to be added. For example:

Enabling Zoning and adding zone port uplift to all voice ports in the order (see zoning)

SMS units can be added, each unit provides 3600 bi directional SMS messages per hour.

Additional Email units.

Call classification ports may have to be added manually

ASR/TTS proxy ports may be charged, if speech is not purchased through Avaya

After Experience Portal has been deployed and is operational, the ports on the

originating platform must be decommissioned.



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Migrating from Voice Portal

As the speech proxy offer changed to a “per port” model, ASR proxy ports and TTS proxy ports are included in the amount of voice ports when migrating to AAEP 7.0 through PLDS. When migrating from versions earlier than VP 5.1, call classification licenses are included in the same amount as voice ports.

Migrating from Avaya Interactive Response

Customers with support entitlements (SS+U, 86/87 contract) can migrate ports ‘like for like’ to Experience Portal free of charge. As noted above ASR proxies, TTS proxies and call classification licenses will be also provided for the same quantity as voice ports. In addition, 1 email unit is also included as a $0 entitlement. If a customer does not have a support contract then AAEP 7.x licenses will be provided at a 50% discount contingent on purchase of a maintenance contract for future support and upgrades.

Migrating from MPS

MPS 4.1 port migration to AAEP 7.0 is also covered free of charge under SS+U, the same entitlements are provided as described above for Interactive Response. See section on MPS migration for additional information on incentives offered.

Migrating from ICP

There is no SSU-like offer in place at heritage Nortel for ICP covering major release upgrades. The like-for-like policy for migration applies. For ICP migrations to AAEP 7.0 like-for-like policy applies and AAEP ports may be purchased at a reduced price (50%) in the amount of existing ICP ports that will be decommissioned. ICP ports are migrated to standard AAEP-Linux ports and applications may need to be re-written before they are supported on Experience Portal 7.0. If the application is being re-written for Experience Portal, Orchestration Designer should be used. Call classification license are included at no additional costs. To order the ICP->AAEP migration, go to ASD - Self-service Configurator for “New System” Nuance speech licenses purchased for ICP require a re-purchase fee to be paid to Nuance and customers also must be current under Nuance maintenance for ongoing support and updates.



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Pricing Overview and Changes

Pricing

Pricing changes/additions from Experience Portal 6.x

- 10% increase in price of a regular AAEP port ($1100/port)

- Corresponding increase in price for an AAEP upgrade port ($550) and

- AAEP port sold with speech bundle ($850)

- Email license

- SMS license

- EPM royalty charge, $400/instance



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Material codes

Note: Use the below material codes for ordering AEP and OD 7.0 Feature Pack 1. Post FP1

GA, any 7.0 material codes can be used to place corresponding orders for 7.0.1 release.

AAEP Core

AAEP Ports

300716 AAEP R7 PER PORT LIC NEW $1100

300717 AAEP R7 PER PORT LIC NEW SPCH PCKG $850

302195 AAEP R7 PER SESSION SIP SIGNALING $100

302208 AAEP R7 PER PORT ANNC LIC $300

302216 AAEP R7 PER PORT IVVR LIC $500

302211 AAEP R7 PER PORT ENH CALL CLASS LIC $200

Zones

302271 AAEP R7 ZONE PORT UPLIFT LIC $0

Email and SMS

302277 AAEP R7 EMAIL 3600 MSG-HOUR LIC $9000

302280 AAEP R7 EMAIL 3600 MSG-HOUR APP LIC $4500

302273 AAEP R7 SMS 3600 MSG-HOUR LIC $10600

302276 AAEP R7 SMS 3600 MSG-HOUR APP PKG $5400

Speech proxies

302234 AAEP R7 ASR PROXY CONN PER PT LIC $0.01

302235 AAEP R7 TTS PROXY CONN PER PT LIC $0.01

302236 AAEP R7 ASR PROXY 3PTY CONN PER PT $400.00

302239 AAEP R7 TTS PROXY 3PTY CONN PER PT $200.00

For information on ordering Nuance licenses, offer and process refer to the speech support

guide posted on the Avaya sales portal-

https://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?cat=Pre-

Sales+Technical&Id=a3j30000000L2VuAAK

AAEP Experience Portal Manager (EPM)

Per deployment (applies to Auxiliary EPM servers as well)

302254 AAEP R7 PER EPM TRACK $400

AAEP and Intelligent Customer Routing ICR

For sizing purposes, please refer to the sizing tool available on the sales portal.

302219 AAEP R7 ICR NEW CNTLR LIC $90,000

https://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?cat=Pre-Sales+Technical&Id=a3j30000000L2VuAAK

https://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?cat=Pre-Sales+Technical&Id=a3j30000000L2VuAAK



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302220 AAEP R7 ICR ADDL CNTLR LIC $45,000

Depending on required functionality and based on the inputs into the sizing tool, select the

Experience Portal material code(s) listed below.

300716 AAEP R7 PER PORT LIC NEW

302195 AAEP R7 PER SESSION SIP SIGNALING

302208 AAEP R7 PER PORT ANNC LIC

For CMS+Rt_socket based routing in ICR, two connections (sessions) will be required per ACD.

If a RT socket is already purchased for other applications besides ICR, then quantity 2 of the

material code: 185284, Additional Session will need to be purchased. If the RT_socket is being

purchased for ICR for the first time with the CMS, then the material code: 185292, Rt_socket

(quantity 1) will need to be purchased first and then the material code: 185284, Additional

Session (quantity 1) will need to be purchased to give the total of quantity 2 licenses needed to

work with ICR. The ICR will need additional licenses of rt_socket besides any other application

such as Proactive Outreach Manager or 3rd-party applications – i.e. Rt_socket connections

cannot be shared across multiple applications, even if those applications are residing on the

Avaya Aura Experience Portal.

185292 BCSI RT SOCKET

185284

CSI CMS WFM ADD

ACD/SESSION/CONNECTION

AAEP and Proactive Outreach Manager

302190 AAEP R7 PER PT LIC NEW APPL PCKG $500

Note: Email and SMS units for POM will need to be ordered using codes 302280 and 302276

respectively.

AAEP Lab System

302242 AAEP R7 LAB SYS PER PT LIC $250

302243 AAEP R7 LAB SYS CORE LIC $2,000

AAEP Server

700501091 DL360G7 SRVR 2CPU MID2 VOICE PORTAL

The hardware bundle for Experience Portal includes Avaya Linux for DL360G7.

AAEP Media

700505199 AAEP 7.0 SFTW ONLY MEDIA

700505200 AAEP 7.0 HDWR BNDL MEDIA

For Experience Portal software-only offers, the customer is responsible for providing server

equipment and Red Hat Enterprise Linux 6.x (64 bit).

The media offers include the AAEP core system only; it does not include the ICR package or

POM.



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Avaya Aura Orchestration Designer

302290 AAOD 7.X $0.01

302291 AAOD 7.X FOR UPG $0.01

302292 AAOD 7.X FOR UPG ENTITLEMENT $0.01

Note: A runtime license is required for Orchestration Designer applications to run on Avaya Self

Service platforms.

.

Experience Customer Experience Environment (VMWare OVA bundle)

The below codes for Experience Portal 7.0 OVA will be available in ASD for preordering only,

fulfillment will be post GA.

302252 AAEP R7 VIRTUAL PLTFRM NEW SYS TRK $0.01

302253 AAEP R7 VIRTUAL PLTFRM UPG SYS TRK $0.01

302257 AAEP R7 EPM VE VAPP $0.01

302258 AAEP R7 MPP VE VAPP $0.01

AAEP Migration from other Avaya Self-service Platforms

There is a general code for migration from other Avaya self-service platforms to AAEP:

302200 AAEP R7 PER PT MG FROM AVAYA IVR $500

Tracking codes will be added to order to identify the source of migration:

302202 AAEP R7 PT MG FROM AVAYA IVR ENTL 0.01

302203 AAEP R7 PT CONVERSANT MG TRK CODE 0.01

302204 AAEP R7 PER PT MPS/VPS MG TRK CODE 0.01

302205 AAEP R7 PER PT ICP MG TRK CODE 0.01

NOTE: This commercial offer for discounted migration licenses is dependent on the commitment that the existing IVR platform is being decommissioned and destroyed. Avaya will be flexible with the duration of overlap (target 90-120 days) of legacy IVR platform to the migration to Experience Portal prior to the decommissioning of existing licenses; if the target time period is insufficient for a particular customer situation, then work with Avaya Product Management to reach an agreeable timeframe for the decommissioning of existing licenses. Upon decommissioning of the older Avaya self-service platform, a hardware destruction certificate (from an electronics recycler) should be provided to Avaya. If an authentic certificate of destruction is not provided, Avaya reserves the right to bill the customer for the full price of Experience Portal ports.

For H323 connectivity to CM

302390 AAEP R7 CM PER PRT CONN RFA LIC $58

302391 AAEP R7 CM PER PRT CONN PLDS LIC $58

302392 AAEP R7 CM PER PRT CONN UPG AUTH LIC $58



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EP 7.0.1 Media

700509390 AAEP 7.0.1 SFTW ONLY MEDIA

700509391 AAEP 7.0.1 HDWR BNDL MEDIA



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Ordering Configurations with Avaya Solution Designer (ASD), Rules and Forms

Below scenarios for designing an Experience portal 7.0 ASD quote are covered in the

‘Experience Portal 7.0 ordering handbook’.

Some of the configurations to be addressed in this handbook include -

- Quoting Email and SMS for the platform (w/ and w/o POM) - Zoning, designing a quote for a multi site configuration - Zoning, DR licenses in the event of failover - Zoning, Nuance licenses for a zoned system - Ordering ICR controller + SIP signaling/announcement ports in a zoned configuration - Ordering CBA licenses with AEP 7 - MPS to AAEP migration

This document will be posted to the sales portal around the GA timeframe.

Availability

The following components will be globally available at GA:

- Experience Portal 7.0 (Avaya Linux/EPM/MPP) – to support: o Traditional VXML & CCXML applications o Proactive Outreach Manager o Pre-packaged applications: Call Back Assist, Customer Connections, POPS

- Intelligent Customer Routing 7.0 - Orchestration Designer 7.0

Note: Experience Portal 7 OVA expected GA delivery timeframe is end of Q2FY14.



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Services and Support

Services offer

Support Advantage is the global support offer for all new Enterprise product sales and product upgrades. It provides 24x7 Support for both software and hardware, which helps protect customers’ investments in enterprise communications from Avaya. The offer has a simple structure with two base offer choices: 1. Essential Support (minimum level required) 2. Preferred Support Support Advantage availablity varies per region. More information about Support Advantage and its availability can be found at https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L2cpAAC&Id=a3j30000000L3jAAAS.

Figure 1: Support Advantage Offer Structure

Effective December 2013 Avaya Aura Experience Portal7.0 will be part of the SA program. The Avaya Support Advantage offer portfolio provides service options designed to maintain and support Customers’ AAEP 7.0. This portfolio of services includes a wide range of responsive and proactive services that take into consideration Customers’ preferences and needs. For scope of support for Avaya Experience Portal, Avaya Aura Orchestration Designer and other components in self service configurations, see https://downloads.avaya.com/css/P8/documents/100075787

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L2cpAAC&Id=a3j30000000L3jAAAS

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L2cpAAC&Id=a3j30000000L3jAAAS

https://downloads.avaya.com/css/P8/documents/100075787



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Avaya Aura Experience Portal / Orchestration Designer (AAEP/AAOD) “Scope of support” document posted on support site which covers the level of support Avaya services needs to provide in different circumstances. The demark document posted on: http://support.avaya.com/css/P8/documents/100075787

The edge of those components supplied by Avaya serves as the demarcation between components supplied by Avaya and the customer’s voice / data networks. When contacted by a customer who has a valid Avaya maintenance agreement, Avaya Client Services (ACS) maintains the responsibility of trouble isolation for the core product(s). If a customer has issues with a third party application, server, endpoint, etc., support including troubleshooting is billable per the customer’s maintenance agreement. If the problem is determined to lie outside of components supplied by Avaya, then the customer will be referred back to the 3rd party vendor for further diagnostics and will be billed applicable Avaya per-incident rates. If the issue is found to be rooted in components covered by Avaya’s maintenance agreement then the customer would not be billed. The customer is responsible for defining a site contact(s) or internal organization (similar to Avaya’s CIO) who can take calls from internal clients, resolve as many as possible, and escalate the rest to Global Support Services (GSS) or their Partners. Calls from the customer’s site contact are directed to the GSS. GSS’ Regional Support Centers (RSCs) provide post-sale Global Remote Services (CIE formerly Backbone) maintenance support to Avaya directs and Partners in-region. The RSCs are located in strategic international locations and provide a wide range of services to all Channel Partners. When necessary, the RSCs escalate within the GSS. The first point of contact for customers is described in the following paragraphs for the U.S. and global regions. More information on GSS escalations can be found at http://support.avaya.com/Escalations/.

Customers who do not subscribe to one of Avaya’s Managed Services offer contact Avaya at

one of GSS’ remote support centers. In the U.S., the GSS is that customer interface. Outside the U.S., the customer calls in-country call receipt, who escalates to the Regional Support Center (previously known as a COE) if necessary. The first point of customer contact is the Service Desk, formerly known as Tier 2. The Service Desk opens a trouble ticket in the ticketing system and become the “owner” of the ticket. Where necessary, the Service Desk escalates the ticket to a GSS Backbone (formerly known as Tier 3) engineer who becomes the new owner of the ticket. The Backbone engineer may consult with a DDE Engineer or System Support Engineer (formerly known as Tier 4) within the R&D organization as necessary, although the Backbone engineer continues to own the trouble ticket in this event.

Customers of Avaya’s Managed Services offer call their Managed Services Call Receipt team, who in turn will manage customer feature questions within that team or handoff maintenance issues to one of AOS’ Network Operations Center (NOC). If necessary, the NOC escalates to the appropriate regional GSS team.

GSS associates provide post-sale support to Global Remote Services (Service Desk) organizations for both direct and indirect channels. The Global Remote Services (Service Desk) associates are responsible for providing the RSC associate with the information below as well as any additional information relevant to the specific product:

http://support.avaya.com/css/P8/documents/100075787

http://support.avaya.com/Escalations/



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• Customer information • Warranty information

• Remote access software products in this offer, as needed

The below solution element codes will be used to route support tickets to AAEP back bone engineering teams.

SE code Product

EPSLB, EPSSLS, EPMSLB, EPMPLS, EPMPLB, EPMSWB, EPMSWS

AAEP

EPSSLS AAEP Customer Experience offer (VMware® OVA bundle)

EPICR ICR

U.S.-based customers U.S. customers must report problems to Global Support Services (GSS), at 800.242.2121. The

GSS will then attempt to isolate the problem to the most probable component and then either assist the customer or escalate to the proper team (including the convergence team). Escalations within the GSS will route the customer call to the appropriate internal team for support.

Non-U.S.-based customers

Contact information for GSS support in any country can be found at: https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=Support_Directory_Private#wlp_Support_Directory_Private

Note: Process for obtaining support for Nuance and Loquendo components is similar to initially opening a ticket with Avaya for AAEP issues. Avaya services in turn may contact Nuance support through a defined support process; from a customer standpoint Avaya will continue to be the primary contact for this ticket until resolution. The only time that an end customer may be put into contact with a Nuance support is when Avaya support engineers are assisting in setting up a conference call if necessary.

Support for Nuance Speech/Text to Speech products Process for obtaining support for Nuance and Loquendo components is similar to initially opening a ticket with Avaya for AAEP issues. Avaya services in turn may contact Nuance support through a defined support process; from a customer standpoint Avaya will continue to be the primary contact for this ticket until resolution. The only time that an end customer may be put into contact with a Nuance support is when Avaya support engineers are assisting in setting up a conference call if necessary.

Remote Maintenance Avaya provides support for purchased software and hardware components. Support is provided under the AAEP “Software Support and Hardware Maintenance” support offer. Please see https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?id=a3j30000000L3j5AAC for more information about these support programs. Avaya requires remote access to provision and support under the software support maintenance agreement.

https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=Support_Directory_Private#wlp_Support_Directory_Private

https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=Support_Directory_Private#wlp_Support_Directory_Private

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?id=a3j30000000L3j5AAC



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Remote Access via Secure Access Link AAEP provides secure, rapid serviceability and Expert Systems alarming through Secure Access Link (SAL) to Avaya and participating Business Partners. Supported version of System Manager provides secure, rapid serviceability and Expert Systems alarming through Secure Access Link (SAL) to Avaya and participating Business Partners. SAL uses the customer’s existing Internet connectivity to facilitate remote support. All communication is outbound from the customer’s environment using encapsulated Hypertext Transfer Protocol Secure (HTTPS). SAL requires upload bandwidth (customer to Avaya/Partner) of at least 90 KB/s (720 KB/s) with latency no greater than 150 ms (round trip). Business Partners without a SAL Concentrator must provide their own IP-based connectivity (for example, B2B VPN connection to deliver remote services. Important note: Business Partners and customers must ensure that SAL is always configured and registered with Avaya during installation. Avaya support will be delayed or not possible if SAL is improperly implemented or not operational. While SAL is the default (preferred) remote access method, SAC is still available. Voice Portal customers using SSG (SAC Premium) for remote services must upgrade to SAL for Experience Portal remote support. Customers with SSG servers where SSG is not supporting other products may install SAL software on the SSG server. SAL may be installed on a virtualized server. For more details and minimum hardware requirements for SAL, refer to the APS Secure Access Link Offer sheet on the Enterprise/Partner portal: https://portal.avaya.com/ptlWeb/so/CS2005125161635945060

PCN/PSN Strategy Product Correction Notices (PCN) and installation support will be provided to all Experience Portal 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. 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 perform the work will schedule and coordinate through the Emerging Technologies Solutions Support (ETSS) team.

https://portal.avaya.com/ptlWeb/so/CS2005125161635945060



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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.

Warranty Avaya provides a 3-month limited warranty on Experience Portal software. Detailed terms and conditions are contained in the sales agreement or other applicable documentation and establish the terms of the limited warranty. In addition, Avaya’s standard warranty description and details for support under warranty are available at the Avaya Support Center under “Additional Information for Avaya U.S. Warranty Policy.” Please see ps://avaya.my.salesforce.com/apex/sp_ViewDetailPage?id=a3j30000000L3j5AAC for more details on Software Support and the adopting products hardware maintenance.

Post-Warranty Software Support AAEP follows the Software Support Initiative for providing post warranty maintenance support. This model uses the Software Support/ Software Support + Upgrade (SS/SS+U) maintenance programs to provide support to end user customers. Under this model, software support is mandatory at the time of purchase.

More Information available on Avaya Global Services Maintenance Offers:

Software & Hardware Maintenance

https://enterpriseportal.avaya.com/ptlWeb/internal/services/SV0452

Global Sales Portal

https://enterpriseportal.avaya.com/ptlWeb/gs/spCP/CS20067712391758084

Global Services Reference Library

https://enterpriseportal.avaya.com/ptlWeb/internal/so/CS2005125161635945060/C2006102816

1739943012/SN2007319103447509017/SN2007319103540677072

International Contracts

https://enterpriseportal.avaya.com/ptlWeb/internal/support/CS20063813256156057/C20062271

7013976081/SN200638133049890089/SN200638133835561000

Repair & Return The repair and return policy for Experience Portal follows the standard Avaya process for repair and returns.

https://enterpriseportal.avaya.com/ptlWeb/internal/services/SV0452

https://enterpriseportal.avaya.com/ptlWeb/gs/spCP/CS20067712391758084

https://enterpriseportal.avaya.com/ptlWeb/internal/so/CS2005125161635945060/C20061028161739943012/SN2007319103447509017/SN2007319103540677072

https://enterpriseportal.avaya.com/ptlWeb/internal/so/CS2005125161635945060/C20061028161739943012/SN2007319103447509017/SN2007319103540677072

https://enterpriseportal.avaya.com/ptlWeb/internal/support/CS20063813256156057/C200622717013976081/SN200638133049890089/SN200638133835561000

https://enterpriseportal.avaya.com/ptlWeb/internal/support/CS20063813256156057/C200622717013976081/SN200638133049890089/SN200638133835561000



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Dead on Arrival (DOA)/Out of Box Failure (OBF) DOA/OBF products are those items having obvious material defects found when the product is unpacked or electronic failures that are discovered.

Technical Consulting System Support Avaya provides help line support to U.S. and Canadian business partners and Avaya sales teams through the normal pre-sales support line, +1.888.297.4700 or +1.720.444.7700. Avaya provides help line/maintenance support to customers that have purchased the adopting products Post Warranty Maintenance agreement during the applicable warranty period through the telephone numbers below. This support includes answering questions regarding System Manager functionality, providing advice to help customers achieve a working solution, resolving existing system issues, and troubleshooting. Escalation to System Manager Tier 4 team will occur as needed.

Avaya Contact Telephone Numbers

Elite/Premium Customers Please refer to your Avaya contact

numbers.

Global Support Services (GSS) – Enterprise +1.800.242.2121

Global Support Services (GSS) – Business

Partners for Enterprise Products +1.877.295.0099

Canada Customer Care Center +1.800.387.4268

Caribbean and Latin America +1.786.331.0860

Europe, Middle East, and Africa +36.1238.8334

Asia/Pacific +65.6872.8686

Avaya Professional Services can provide customer specific configuration, programming, and administration support at time and material per incident rates; requests should be sent to the Network Integration Center at [email protected]. Avaya Professional Services will assist with customer LAN or design issues as well; requests should be sent to the Advanced Solution Architects at [email protected]. Avaya Services can also provide customer specific programming and administration support at time and material per incident rates; customers can call +1.800.225.7585. Avaya Services assistance does not include help with customer LAN or design issues.





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Product Registration Process Utilize the Global Registration Tool (GRT) Support.avaya.com>Self Service (Right Hand

Navigation)> Global Registration Tool

https://support.avaya.com/grtWebProject/grtPortal.portal

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

on the Avaya Connect at Partner Portal> Partner Programs> Programs> Avaya Connect or

https://sales.avaya.com/en/general/avaya-connect-partner-program

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.

Credential Requirements

Avaya Certifications measure an individual’s competency on Avaya products and solutions.

They support partner authorization.

Avaya uses a blend of Online Tests and Proctored Exams to validate competencies.

Professional Specialist credentials are awarded based upon passing Online Tests. Certified

credentials incorporate Proctored Exams as a requirement to earn the credential.

The Avaya Learning website houses all of the Partner credential requirements, policies and

credential training maps. www.avaya-learning.com

Avaya will offer the following credentials for Avaya Aura® Experience Portal and Avaya Aura® Orchestration Designer as related to Release 7.0.

https://support.avaya.com/grtWebProject/grtPortal.portal

https://sales.avaya.com/en/general/avaya-connect-partner-program

http://www.avaya-learning.com/



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Sales Training

Avaya Professional Solution Specialist - CC (APSS-1200)

CEM Experience Layer courses:

Code Title Course

Duration

2C00074W Avaya Customer Experience Management

Framework Experience Layer 1

2C00086O Selling Avaya Aura® Contact Center 1

2C00080O Selling Avaya Aura® Experience Portal 1

2C00082O Selling Avaya Proactive Outreach Manager 1

2C00084O Selling Avaya Intelligent Customer Routing 1

2C00095A Avaya Customer Experience Management

APSS Online Test 1

2C00096A

Chinese

Avaya Customer Experience Management

APSS Online Test 1

APSS Credentials use online tests, are valid for 2 years and are reserved exclusively for

Avaya Channel Partners and Associates

For the most current information, please refer to www.avaya-learning.com

Design Training

Avaya Professional Design Specialist - CC (APDS-1200)

CEM Experience Layer courses:

Code Title Course

Duration (Hours)

3C00108W Avaya CEM Framework Experience Layer: Automated

Experience Management for Design 1.30

3C00109W Avaya CEM Framework Experience Layer: Assisted


3C00112W Avaya CEM Framework Experience Layer: Proactive


3C00070O Designing Proactive Outreach Manager 1

3C00120A Avaya Customer Experience Management (CEM)

APDS Online Test 1

3C00121A

Chinese

Avaya Customer Experience Management (CEM)

APDS Online Test 1

APDS Credentials use online tests, are valid for 2 years and are reserved exclusively for

Avaya Channel Partners and Associates.






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Implementation Training

N/A

Code Title Course

Duration


Maintenance Training

ACSS - Avaya Aura® Experience Portal with Proactive Outreach Manager (ACSS-3305)

AAEP, AAOD, ICR, POM courses/curriculum:

Code Title Course

Duration (Hours)

For Virtual Campus Training, select either the Knowledge Access or the

Knowledge Collection Access bundle:

Implementation, Maintenance, Troubleshooting and Administration courses:

0C00070E Knowledge Collection Access: Avaya Aura® Contact

Center Portfolio 253.50

5C00040E

Knowledge Access: Avaya Aura® Experience Portal

with Proactive Outreach Manager Implementation and

Support

43.00

The following administration course content is included in the 5C00040E. For

Administration only courses take the following:

5C00020E Knowledge Access: Avaya Aura® Experience Portal

Administration 4.00

5C00050E Knowledge Access: Avaya Proactive Outreach

Manager Administration 6.00

3309 Avaya Aura® Experience Portal with POM

Implementation and Maintenance Exam 1.5

Maintaining your competency: Gain up to date knowledge by taking the

following:

1C00065S What’s New with POM 2.5 2.00

An Avaya Certified Support Specialist (ACSS) credential certifies that the candidate has an advanced level of technical proficiency necessary to deliver installation, configuration, administration, maintenance and troubleshooting support for Avaya products. An ACSS certification is valid for 2 years from the date earned and is open to all Theaters.

ACSS – 3309 Avaya Aura® Experience Portal with Proactive Outreach Manager (POM)

Implementation and Maintenance exam is available to all global Theaters.






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CREDENTIAL OVERVIEW

Avaya Sales Credentials

Avaya uses a blend of online tests and proctored exams to validate Sales competencies. The Avaya Professional Sales Specialist (APSS) credential validates that the candidate has a basic-to-intermediary level of

knowledge to sell Avaya products and customer focused solutions. The Avaya Professional Design Specialist (APDS) credential validates that the candidate has an introductory level of technical

proficiency necessary to create specific designs and quotations based on the customer requirements.

Avaya Support Credentials

Avaya uses a blend of online tests and proctored exams to validate Support competencies. Avaya Implementation Professional Specialist (AIPS) and Avaya Support Professional Specialist (ASPS) credentials are

awarded based upon passing online tests. Avaya Certified Implementation Specialist (ACIS), Avaya Certified Support Specialist (ACSS) and Avaya Certified Support Expert (ACSE) credentials incorporate proctored exams as a requirement to earn the credentials.

All Support credentials help ensure an individual is professional and knowledgeable on implementation, administration, maintaining and troubleshooting Avaya’s best in class solutions.



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Appendix:

Abbreviations

AACC Avaya Aura® Contact Center

AAEP Avaya Aura® Experience Portal

AML Application Module Link of CS1000 PBX, to send call processing

messages

AAOD Avaya Aura® Orchestration Designer

Successor of Dialog Designer (DD) and includes AACC SCE

CCMM Contact Center Multi Media

CCMS Contact Center Manager Server

CM Communication Manager (ACM)

DD Dialog Designer

Self-service development environment

EPM Experience Portal Manager,

aka VPMS (Voice Portal Management System)

ICP Interactive Communications Portal,

NES IVR platform

MPP Media Processing Platform,

media server of VP and AAEP

MPS Media Processing Server,

NES IVR platform

TMS Telephony Media Server, telephony subsystem of MPS covering

• Telephony and telephony media management (Switching/Bridging and interfaces)

• Network and backplane bus interfaces • Digital signal processors (Player tone generators, local

oscillators, PLL) • Announcement storage, Voice and Data memory and network

interfaces

VPMS Voice Portal Management System

in AAEP context: EPM (Experience Portal Manager)



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Important Contacts PRODUCT MANAGER

Support related to product roadmap and strategy, customer briefings, requests for temporary licenses, ASD

configuration rules, questions regarding anything in this document, etc.

Product Manager: Nitin Shroff (ICR), Yolanda Schwartz (AAEP, AAOD, Speech self-service)

E-Mail: [email protected], [email protected]

Phone: +1 408-562-2826, +1 408-562-3763

Sales Manager

Support related to product sales and consultation

Sales Manager: Tore Christensen, Steve Feldman

E-Mail: [email protected], [email protected]

Phone: 303 -538-4497, 908-953-6436

ATAC

Support related to technical information, quote designs, changing support and maintenance licenses, etc..

E-Mail: [email protected] (include product name in subject line)

Phone: 720-444-7700 or 888-297-4700

Product Training and Learning

Support related to training courses.

E-Mail: http://www.avaya-learning.com/

Product Marketing

Support related to marketing material, collateral, presentations, sales tools, etc..

Product Marketing Manager: Tina Liu

E-Mail: [email protected]

Phone: +1 408-562-3743

Services Offer Manager

Support related to service and Nuance speech offer, quotes, processes, etc..

Offer Manager: Arin Bandyopadhyay

E-Mail: [email protected]

Phone: +91 2030412331











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Order Management

Support product orders, codes, etc.

Product Operations Manager: Angela Ramirez, Gwen Kernan

E-Mail: [email protected] [email protected]

Phone: 1 303-538-0844, +1 720-475-9923

Avaya Professional Services

Support related to implementation, custom development and integrations, consulting, etc..

APS Practice Lead APS Offer Manager

NAR David Martin 720-475-9717 [email protected]

JP Stamati +54 15132288059 [email protected]

EMEA Nigel Williams +44 1483308845 [email protected]

Adela Martinez Gonzalez +34 932671106 [email protected]

AI Mauricio Silva

+55 1151856327 [email protected]

APAC Brent Zhang +85231216153 [email protected]

Anil Nair

+65 6872-8340 [email protected]








