avaya.com
Avaya AuraTM Call Center Elite
and Avaya AuraTM Contact
Center - a voice and
multimedia solution
November 2010
Section 1: Introduction
Table of Contents Increasingly, contact centers are using multimedia channels to
Section 1: Introduction....................................................1 communicate with as many customers as possible.
Section 2: Voice-only Agents……….…………………….2
Avaya Aura Contact Center Release 6.1 now offers a multimedia
Section 3: Multimedia Agent Desktop.............................2 complement to an Avaya Aura Call Center Elite voice‐centric
Section 4: Voice and Multimedia Agent Desktop...….…3 contact center. Adding Avaya Aura Contact Center multimedia
capabilities to an Avaya Aura Call Center Elite contact center
Section 5: Solution Architecture.....................................4
increases the number of communication channels with
Section 6: Adding multimedia capabilities......................5 customers, offers more flexibility and choice, and is cost‐effective.
Section 7: Migration and the future.................................6 Avaya Aura Contact Center supports the following contact types:
Section 8: Conclusion.....................................................7
E‐mail
SMS text messages
Fax messages
Scanned documents
Voice mail messages
Web Communications
Multimedia‐enabled agents are more productive, responsive,
mobile and cost effective.
The existing Avaya Aura Call Center Elite investment maintains
equity, continues to process voice calls, generates revenue and
maintains Customer Satisfaction (CSAT).
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Section 2: Voice-only Agents
In a voice‐centric Avaya Aura Call Center Elite contact center some voice‐only agents may use a
deskphone to handle phone calls from customers. Other voice‐only agents may use
telephony‐enabled desktop software, such as Avaya one‐X Agent to handle voice calls with
customers. Voice agents may continue to use these methods to handle voice contacts.
Section 3: Multimedia Agent Desktop
In a multimedia Avaya Aura Contact Center Release 6.1 contact center agents use Avaya Aura Agent
Desktop to handle multimedia customer contacts. Multimedia agents have increased flexibility and
mobility, more agent location, connection, and platform options, and enhanced remote expert
support. Multimedia agents are more productive, responsive and collaborative regardless of where
they are working. Avaya Aura Agent Desktop supports the following multimedia contact types:
E‐mail messaging is a form of text‐based communication with customers. E‐mail messages may
carry multimedia content attachments. Incoming e‐mail messages are handled intelligently using
rules to route a contact to the most skilled available agent or send an automatic response.
Short Message Service (SMS) text messaging is a standardized communications protocol for the
exchange of short text messages between SMS‐enabled devices. SMS text messages from customers
are forwarded by an SMS gateway to an e‐mail address within the contact center. The Contact
Center Multimedia E‐mail Manager retrieves the SMS text message and queues it to the appropriate
agent.
Fax messages from customers are forwarded by a fax server to an e‐mail address within the contact
center. The Contact Center Multimedia E‐mail Manager retrieves the fax attachment in TIFF format
and queues it to the appropriate agent.
Voice mail messages from customers are forwarded by a voice mail server to an e‐mail address
within the contact center. The Contact Center Multimedia E‐mail Manager retrieves the voice mail
attachment in WAV format and queues it to the appropriate agent skillset.
A scanned document is an electronic version of a printed page or document. Scanned documents
from customers are forwarded by a document imaging server to an e‐mail address within the
contact center. From here, the Contact Center Multimedia E‐mail Manager retrieves the scanned
document attachment in TIFF format and queues it to the appropriate agent.
Web Communications are used agents and customers to directly communicate in two‐way
conversations in real time over the Internet by exchanging messages using JavaScript and
frame‐compliant Web browsers. Customers use Web communications to submit contacts directly
from a Web page and engage in Web communications sessions with agents. Web chat can include
intelligent form and page sharing between the agent and the customer.
Avaya Aura Agent Desktop also supports voice calls. For more information about Avaya Aura Agent
Desktop, see Avaya Aura Agent Desktop User Guide (NN44400‐114).
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Section 4: Voice and Multimedia Agent Desktop
In an Avaya Aura Call Center Elite and multimedia Avaya Aura Contact Center solution some agents
may handle only voice contacts, some agents may handle only multimedia customer contacts and
some agents may handle both.
Contact center agents may handle voice calls using a deskphone or using telephony software on
their desktop computer, such as Avaya one‐X Agent.
Agents may need to handle both voice and multimedia contacts. These voice and multimedia
agents continue to use their existing phone, Avaya one‐X Agent, or telephony software to handle
voice calls and now use Avaya Aura Agent Desktop to handle multimedia contacts. Multimedia
agents use Avaya Aura Agent Desktop to handle all multimedia contact types such as e‐mail, SMS
text messages, fax messages, scanned document messages, voice mail messages and Web
communications.
Voice and multimedia agents using both Avaya one‐X Agent and Avaya Aura Agent Desktop are
more productive and require reduced training because these applications have many common
features.
Avaya one‐X Agent and Avaya Aura Agent Desktop have the following common features:
Look and feel
Work Item paradigm
Localized languages
Easy to deploy
Screen pops
Hot Desking
The Avaya Aura Agent Desktop multiplicity feature further enhances productivity by allowing
agents to work on multiple Work Items simultaneously.
Agents can use Avaya one‐X VuStat and the Avaya Aura Agent Desktop—Agent Statistics feature
on their voice and multimedia desktop to monitor their own productivity and performance,
completing the agent desktop solution.
For more information about Avaya Aura Agent Desktop, see Avaya Aura Agent Desktop User Guide
(NN44400‐114).
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Section 5: Solution Architecture
An Avaya Aura Call Center Elite and multimedia Avaya Aura Contact Center solution builds on the
individual strengths of the two products to deliver a fully featured voice and multimedia contact center
solution. Adding Avaya Aura Contact Center multimedia capabilities to an Avaya Aura Call Center Elite
contact center requires a single additional contact center server, plus additional infrastructure to handle
e‐mail based multimedia and Web communications.
Adding Avaya Aura Contact Center multimedia capabilities to an Avaya Aura Call Center Elite call center
does not impact voice call processing.
The Avaya Aura Contact Center Release 6.1 installer simplifies multimedia‐only installation and
commissioning. Multimedia‐only installations offer the full range of multimedia agent skillsets,
multimedia agent configuration, reporting, and pre‐defined multimedia routing scripts.
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Section 6: Adding multimedia capabilities
The following is an overview of how to add multimedia capabilities to an existing Avaya Aura Call Center
Elite contact center by adding a non‐voice multimedia‐only installation of Avaya Aura Contact Center:
1. Read the Avaya Aura Contact Center Release 6.1 documentation to plan and engineer your
multimedia addition.
For more information about Avaya Aura Contact Center, see Avaya Aura Contact Center
Fundamentals (NN44400‐110).
2. Install and configure the necessary e‐mail, document scanning, and/or SMS text handling
infrastructure as required.
For more information about the required infrastructure, see Avaya Aura Contact Center
Planning and Engineering (NN44400‐210).
3. Obtain an Avaya Aura Contact Center Release 6.1 multimedia license and software DVD.
4. Download the most recent Avaya Aura Contact Center Release 6.1 Service Packs
from www.avaya.com/support.
5. Obtain a suitably engineered Windows Server 2008 R2 64‐bit server.
For more information about engineering a compliant server to host Avaya Aura Contact Center,
and to determine the number of servers required, see Avaya Aura Contact Center Planning and
Engineering (NN44400‐210).
6. Complete the Avaya Aura Contact Center Installation Checklist (NN44400‐310).
7. Add the Avaya Aura Contact Center server to your contact center infrastructure, ensuring it can
communicate with all agent desktop computers.
8. Install Avaya Aura Contact Center Release 6.1 software using the “Non Voice Multimedia”
option.
For more information about installing Avaya Aura Contact Center, see Avaya Aura Contact
Center Installation (NN44400‐311).
9. Commission Avaya Aura Contact Center Release 6.1.
For more information, see Avaya Aura Contact Center Commissioning (NN44400‐312).
10. Configure the Avaya Aura Contact Center agent skillsets, agents and routing rules.
For more information, see Avaya Aura Contact Center Manager Administration – Client
Administration (NN44400‐611).
11. From each agent desktop computer, access the Avaya Aura Contact Center multimedia server
to download and install Avaya Aura Agent Desktop.
For more information about installing Avaya Aura Agent Desktop, see Avaya Aura Agent
Desktop User Guide (NN44400‐114).
12. On each agent desktop, log on to Avaya Aura Agent Desktop to handle multimedia contacts.
For more information about using Avaya Aura Agent Desktop, see Avaya Aura Agent Desktop
User Guide (NN44400‐114).
13. Agents continue to handle voice calls using the existing method, and now use Avaya Aura
Agent Desktop to handle multimedia contacts.
14. Backup the Avaya Aura Contact Center functioning configuration.
For more information about backing‐up Avaya Aura Contact Center databases, see Avaya Aura
Contact Center Routine Maintenance (NN44400‐514).
The contact center multimedia agents are now ready to handle multimedia communications with
customers.
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Section 7: Migration and the future
Avaya Aura Contact Center 6.1 continues to offer scalable fully‐featured voice support and provides a
clear migration path from Avaya Aura Call Center Elite to a fully integrated voice and multimedia, high
availability contact center with integrated agent desktop, common management, and integrated
reporting.
Avaya Aura Contact Center supports SIP‐enabled Avaya AuraTM Unified Communications platform
integration. You can use Avaya Aura Contact Center Release 6.1 to control the Avaya Aura Unified
Communications platform 4600 and 9600 Series IP deskphones to handle voice contacts. This Avaya
Aura Unified Communications platform‐based voice contact center can also be expanded to handle
multimedia contacts, producing a voice and multimedia contact center on the Unified
Communications platform.
You can add Avaya Aura Contact Center to an existing Avaya Aura Call Center Elite to add multimedia
capabilities to the solution. You can also configure this multimedia Avaya Aura Contact Center to
control the voice contacts for non‐Avaya Aura Call Center Elite agents in the solution. Avaya Aura
Contact Center agents can use the Avaya Aura Agent Desktop embedded softphone and a suitable
headset to handle voice contacts. Or the agents can use Avaya Aura Agent Desktop to control their
deskphone and handle voice contacts.
For more information about configuring Avaya Aura Contact Center to support voice agents on the
Avaya Aura Unified Communications platform, see contact center server configuration details in Avaya
Aura Contact Center Server Administration (NN44400‐610).
For more information about integrating Avaya Aura Contact Center and the Avaya Aura Unified
Communications platform, see Avaya Aura Contact Center Configuration – Avaya Aura Unified
Communications platform Integration (NN44400‐521) and Avaya Aura Contact Center SIP
Commissioning (NN44400‐511).
Migration path from a voice-only contact center to a voice and multimedia contact center.
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Section 8: Conclusion
An Avaya Aura Call Center Elite and multimedia Avaya Aura Contact Center solution builds on the
More Information
individual strengths of the two products to deliver a scalable fully featured voice and multimedia
contact center solution.
Adding Avaya Aura Contact Center multimedia capabilities to an Avaya Aura Call Center Elite contact
center requires only a single additional contact center server. The Avaya Aura Call Center Elite contact
center continues to process voice calls from customers without interruption or limitation.
An Avaya Aura Call Center Elite voice and Avaya Aura Contact Center multimedia contact center
solution enables enterprises to deliver improved customer experience across many forms of contact
and social media. The solution communicates with contact center’s customers using the customer’s
choice of media and platform. Existing voice customers are maintained and continue to receive the
familiar and personal phone experience. Existing and new customers can choose voice or e‐mail based
channels. Multimedia aware customers can choose a communication media that suits their business
needs or lifestyle, and experience the modern interactive and responsive service to which they are
accustomed.
Multimedia contact centers are more cost effective to operate and to communicate with. They offer
productivity, flexibility, choice, and mobility to both customers and agents.
Extensive information collection and reporting capabilities ensure that contact center Key
Performance Indicators (KPIs) are monitored and maintained across all Lines of Business (LOB), media
types and communication channels.
The existing Avaya Aura Call Center Elite investment maintains equity, continues to generate revenue
and maintains Customer Satisfaction (CSAT).
Avaya Aura Contact Center offers a migration path from Avaya Aura Call Center Elite to a scalable fully
unified voice and multimedia contact center.
Reference
For more information about Avaya Aura Contact Center Release 6.1, see Avaya Aura Contact Center
Fundamentals (NN44400‐110) on www.avaya.com/support.
For more information about Avaya Aura Call Center Elite solutions, see www.avaya.com/support.
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About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related services directly
and through its channel partners to leading businesses and organizations
around the world. Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.
©.2010.Avaya.Inc..All.Rights.Reserved..
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