Avaya High Capacity Contact Center

Overview and Specification

Release 1.0
Issue 1
May 2021

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 Contents

Chapter 1: Introduction............................................................................................................  7
Purpose.................................................................................................................................. 7
Required skills and knowledge.................................................................................................  7
Chapter 2: Avaya High Capacity Contact Center solution overview...................................  8
Component overview...............................................................................................................  8
Topology................................................................................................................................. 9
High Capacity Contact Center Server components................................................................... 10
High Capacity Contact Center Configuration Server.................................................................  11
Avaya High Capacity Contact Center deployment environments................................................ 11
Chapter 3: Interoperability.....................................................................................................  15
Product compatibility.............................................................................................................. 15
Third-party products..............................................................................................................  15
Chapter 4: Performance specifications................................................................................  16
Maximum overall capacities...................................................................................................  16
Hardware requirements.........................................................................................................  17
Software requirements........................................................................................................... 17
Chapter 5: Basic configuration.............................................................................................. 18
Dial plan overview.................................................................................................................  18
Number adaptation overview..................................................................................................  18
SIP server overview............................................................................................................... 19
Media handling...................................................................................................................... 19
Permission sets..................................................................................................................... 19
Service Hours table overview.................................................................................................  20
Holiday table overview...........................................................................................................  20
Locations and time zones....................................................................................................... 20
Chapter 6: Call vectoring.......................................................................................................  22
Vector directory numbers.......................................................................................................  22
VDN variables....................................................................................................................... 22
Vector overview..................................................................................................................... 23
Vector variables....................................................................................................................  23
Vector step description........................................................................................................... 24
# step.............................................................................................................................  24
ADJUNCT step...............................................................................................................  25
ANNOUNCEMENT step................................................................................................... 25
BUSY step...................................................................................................................... 25
CHECK step...................................................................................................................  26
CHECK SKILL step conditions.......................................................................................... 26
COLLECT step................................................................................................................ 26
CONSIDER step.............................................................................................................  27

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 Contents

DISCONNECT step.........................................................................................................  27

GOTO step.....................................................................................................................  27
MESSAGING step........................................................................................................... 27
QUEUE-TO step.............................................................................................................  28
RETURN step.................................................................................................................  28
ROUTE-TO step.............................................................................................................. 28
SERV-OBSRV step.........................................................................................................  28
SET step........................................................................................................................  29
STOP step...................................................................................................................... 29
WAIT-TIME step.............................................................................................................. 29
Chapter 7: Call routing...........................................................................................................  31
Expert Agent Distribution routing............................................................................................  31
Uniform Call Distribution routing.............................................................................................  31
Enterprise Behavioral Pairing routing......................................................................................  32
Chapter 8: Feature overview.................................................................................................. 33
Basic call features.................................................................................................................  33
Auto Dial......................................................................................................................... 33
Coverage to voice mail....................................................................................................  33
Call Transfer...................................................................................................................  34
Call Conference..............................................................................................................  34
Call Hold......................................................................................................................... 35
Music on Hold.................................................................................................................  35
Emergency calling...........................................................................................................  36
Contact center features.......................................................................................................... 36
Active VDN name display................................................................................................. 36
Call recording.................................................................................................................. 37
Direct Agent Calling......................................................................................................... 37
Forced Agent Logout by Clock Time.................................................................................  38
Redirection on No Answer................................................................................................ 38
Redirection on IP failure................................................................................................... 38
Shared User-to-User Information......................................................................................  39
VDN of Origin Announcement..........................................................................................  39
Wait treatment................................................................................................................. 39
Contact center thresholds................................................................................................  40
Agent and supervisor features................................................................................................  41
Agent Greeting................................................................................................................ 41
Agent login.....................................................................................................................  41
Agent logout...................................................................................................................  42
Agent work modes........................................................................................................... 42
Auto-In work mode..........................................................................................................  43
Manual-In work mode......................................................................................................  43
Call work codes............................................................................................................... 43
Stroke counts.................................................................................................................. 44

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Contents

Auto Answer with zip tones..............................................................................................  44

Reason codes................................................................................................................. 45
Service Observing...........................................................................................................  45
Service Observing by endpoint extension..........................................................................  46
Service Observing by agent login ID.................................................................................  46
Service Observing by VDN extension................................................................................ 46
Remote Service Observing............................................................................................... 47
VuStats........................................................................................................................... 47
VuStats interactions......................................................................................................... 48
Chapter 9: High Availability overview................................................................................... 49
Virtual IP address..................................................................................................................  49
Call Management System high availability............................................................................... 49
Simplex deployment..............................................................................................................  50
Local High Availability overview..............................................................................................  51
High Capacity Contact Center Server High Availability in the local High Availability
configuration...................................................................................................................  53
Application Enablement Services High Availability overview in the local High Availability
deployment..................................................................................................................... 53
Geo-redundant High Availability overview................................................................................ 53
Layer 2 connectivity......................................................................................................... 54
Configuration Server High Availability in the geo-redundant High Availability configuration....  55
High Capacity Contact Center Server High Availability overview in the geo-redundant High
Availability configuration................................................................................................... 55
Application Enablement Services High Availability overview in the geo-redundant High
Availability deployment....................................................................................................  56
Split-brain scenario.......................................................................................................... 56
Chapter 10: Licensing requirements..................................................................................... 58
Licensing enforcement........................................................................................................... 58
Licensing overview................................................................................................................  58
License modes...................................................................................................................... 58
Chapter 11: Security overview............................................................................................... 60
Data privacy and protection.................................................................................................... 60
Media security....................................................................................................................... 61
Signaling security..................................................................................................................  61
Certificate management......................................................................................................... 61
Chapter 12: Resources........................................................................................................... 62
Documentation...................................................................................................................... 62
Finding documents on the Avaya Support website.............................................................  62
Avaya Documentation Center navigation...........................................................................  63
Viewing Avaya Mentor videos................................................................................................. 64
Support................................................................................................................................  65
Using the Avaya InSite Knowledge Base...........................................................................  65

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 1 Chapter 1: Introduction

2 Purpose
3 This document provides a technical description of Avaya High Capacity Contact Center. It
4 describes the product features, interoperability, performance specifications, security, and licensing
5 requirements.
6 This document is intended for implementation engineers and support personnel.

7 Required skills and knowledge

8 Ensure that you have the following administrative skills and knowledge:
9 • Red Hat® Enterprise Linux® or CentOS.
10 • Avaya Aura® Call Center Elite. For general information about the Call Center Elite solution,
11 see Avaya Aura® Call Center Elite Overview and Specification.
12 • Avaya Call Management System. For more information about administering Avaya Call
13 Management System, see Administering Avaya Call Management System.
14 • Avaya Aura® Application Enablement Services. For more information about administering
15 Application Enablement Services, see Administering Avaya Aura® Application Enablement
16 Services.
17 • Contact Center Agent Desktop applications, for example, the Avaya Agent for Desktop
18 application. For general information about Avaya Agent for Desktop, see Using Avaya Agent
19 for Desktop.
20 • Avaya Experience Portal. For more information about administering Avaya Experience Portal,
21 see Administering Avaya Experience Portal.
22 • 9600 Series IP Deskphones. For more information about 9600 Series IP Deskphones, see
23 9600 Series IP Deskphones Overview and Specifications.
24 • Avaya J100 Series IP Phones. For more information about Avaya J100 Series IP Phones,
25 see Avaya J100 Series SIP IP Phones Overview and Specifications.

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 1 Chapter 2: Avaya High Capacity Contact
2 Center solution overview

3 Avaya High Capacity Contact Center is a single-server solution for extremely large contact centers
4 supporting up to 100,000 concurrent agents. Avaya High Capacity Contact Center provides most of
5 the Avaya Aura® Call Center Elite functionality, including advanced agent features. You can migrate
6 from Call Center Elite to Avaya High Capacity Contact Center without purchasing additional
7 peripherals, such as agent endpoints and contact center applications.
8 In the Avaya High Capacity Contact Center solution, High Capacity Contact Center Configuration
9 Server provides the administration capabilities of Avaya Aura® System Manager. You can administer
10 most Avaya High Capacity Contact Center services from an High Capacity Contact Center
11 Configuration Server web portal.
12 Avaya High Capacity Contact Center integrates with performance management applications, such
13 as Avaya Call Management System and Avaya Aura® Workforce Optimization. You can also
14 integrate Avaya High Capacity Contact Center with Computer Telephony Interface (CTI) applications
15 using Application Enablement Services.
16 Avaya High Capacity Contact Center uses various routing algorithms for increasing agent
17 productivity and maximizing resource utilization. The routing algorithms and options are similar to
18 the Avaya Aura® Call Center Elite solution. Additionally, Avaya High Capacity Contact Center
19 supports full integration with Enterprise Behavioral Pairing and provides AI routing.

20 Component overview
21 The Avaya High Capacity Contact Center solution provides maximum efficiency through a
22 combination of multiple services on a single High Capacity Contact Center Server. The High
23 Capacity Contact Center Server contains all core Automatic Call Distribution (ACD) components
24 that provide call routing, agent management functionality and contact center connectivity. Avaya
25 High Capacity Contact Center supports high availability so that if one server within the availability
26 group fails, another server can continue operation.
27 The software that operates outside of the High Capacity Contact Center Server includes the
28 following groups:
29 • The software essential to the Avaya High Capacity Contact Center configuration: High
30 Capacity Contact Center Configuration Server.
31 • The software essential for the contact center reporting: Call Management System.
32 • The optional software that you need to install separately for additional functionality. For
33 example, the Session Border Controller software.

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 Topology

1 • The software maintained by Avaya Services for enabling the solution service in your
2 environment. For example, the billing software.
3 Most of the Avaya High Capacity Contact Center components have an HTTPS interface, through
4 which an administrator can manage and configure the Avaya High Capacity Contact Center
5 solution.

6 Topology
7 The following diagram provides an overview of the Avaya High Capacity Contact Center
8 architecture and components:

TSAPI/JTAPI
DMCC
Agent Endpoints External AES CVLAN CTI Applications
mgmt DLG mgmt

RTP
SIP
RTP AEP
TSAPI/JTAPI
DMCC
Avaya Aura
Experience
Portal
High Capacity
Session High Capacity
SIP SIP HTTPS Contact Center
Callers RTP
Border Contact Center
RTP SSH Configuration
Controller Server
Server mgmt
Enterprise
SIP Servers RTP
DMCC
mgmt SPI
DMCC
Recorder

HTTPS Workforce
mgmt Avaya Call
Management Optimization
System administrator
System mgmt mgmt
9

Component Description
High Capacity Contact Center Provides ACD functionality.
Server
High Capacity Contact Center Manages the Avaya High Capacity Contact Center system, security, and
Configuration Server maintenance configuration and operation.
Table continues…

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 Avaya High Capacity Contact Center solution overview

Component Description
Call Management System Provides real-time and historical reports on contact center entities, such
as agents and skills. It also provides an administrative interface for
supervisors to manage the agent skills.
DMCC Recorder Records calls using Device, Media, and Call Control (DMCC) APIs.
Workforce Optimization Enhances contact center productivity through agent scheduling and
quality management.
External Application Provides CTI via TSAPI/JTAPI, DMCC, CVLAN, and DLG. Avaya High
Enablement Services Capacity Contact Center supports external AE Services for migration from
Avaya Aura® Call Center Elite. Avaya High Capacity Contact Center also
supports internal AE Services inside the High Capacity Contact Center
Server.
CTI applications Monitor and control endpoints, agents, and calls through Application
Enablement Services.
Avaya Experience Portal Manages all voice self-service and Integrated Voice Response (IVR)
applications.
Session Border Controller Provides network security and interoperability between networks.
Enterprise SIP servers Manage other Unified Communications (UC) and Call Center (CC)
systems with SIP interfaces, such as Avaya Aura®.

1 High Capacity Contact Center Server components

2 The Avaya High Capacity Contact Center software that provides the ACD functionality runs inside
3 the High Capacity Contact Center Server. Each High Capacity Contact Center Server has a set of
4 unique IP addresses and a single shared memory segment for Docker containers within the
5 server.
6 The following table describes the High Capacity Contact Center Server components:
Component Description
Linux operating system Red Hat Enterprise Linux (RHEL) and CentOS distributions. You must
provide a minimal OS configuration required for your hardware.
Docker Manages container operations.
rsyslogd Manages local log files and sends them to remote logging servers.
High Availability Sync service Copies shared memory updates into a shared memory segment of a
standby server over a network socket.
ACD Core Manages call flows, call queues, agent selection not based on Enterprise
Behavioral Pairing, contact and call information.
Telephony Feature Server Manages Avaya Advanced SIP Telephony (AST) procedures. Provides all
(TFS) telephony features, such as call transferring, conferencing, and
Redirection on No Answer. Manages button presses and LED indication.
Table continues…

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 High Capacity Contact Center Configuration Server

Component Description
Media Server Provides media functionality.
Avaya High Capacity Contact Sends all SIP messages to the TFS. Avaya High Capacity Contact Center
Center Session Manager Session Manager also handles endpoint registration and authentication.
Internal Application Provides CTI via TSAPI/JTAPI, CVLAN, and DMCC third-party call
Enablement Services control.

1 High Capacity Contact Center Configuration Server

2 High Capacity Contact Center Configuration Server provides a management platform with the
3 following functionality:
4 • Collects log files from all Avaya High Capacity Contact Center servers
5 • Provides secure authentication to the Avaya High Capacity Contact Center solution
6 • Manages the database for all the configuration information
7 • Provides a web interface for configuring Avaya High Capacity Contact Center servers
8 • Manages Avaya High Capacity Contact Center license files
9 • Manages local and client certificates through certificate authorities

10 Avaya High Capacity Contact Center deployment

11 environments
12 You can deploy Avaya High Capacity Contact Center in the simplex, local High Availability, or geo-
13 redundant High Availability environments.
14 Simplex deployment
15 In the simplex deployment, Avaya High Capacity Contact Center operates in one data center that
16 contains one Configuration Server and one High Capacity Contact Center Server.
17 The following diagram provides an overview of the Avaya High Capacity Contact Center simplex
18 deployment architecture:

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 Avaya High Capacity Contact Center solution overview

High Capacity
Contact Center
Configuration Server

config API

High Capacity
Contact Center
Server

SPI SPI

Call Call
Management Management
System System

Data center
1

2 Local High Availability deployment

3 In the local High Availability deployment, Avaya High Capacity Contact Center operates in one
4 data center that contains one Configuration Server and two High Capacity Contact Center
5 Servers.
6 The following diagram provides an overview of the Avaya High Capacity Contact Center local High
7 Availability deployment architecture:

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 Avaya High Capacity Contact Center deployment environments

High Capacity High Capacity

Contact Center Contact Center
Server Server

config API config API

High Capacity
Contact Center
SPI
Configuration Server

Call Call
Management Management
System System

SPI

Data center

Active component
Alternate component
1

2 Geo-redundant High Availability deployment

3 In the geo-redundant High Availability deployment, Avaya High Capacity Contact Center operates
4 in two geographically separate data centers. Each data center contains one Configuration Server
5 and two High Capacity Contact Center Servers.
6 The following diagram provides an overview of the Avaya High Capacity Contact Center geo-
7 redundant High Availability deployment architecture:

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 Avaya High Capacity Contact Center solution overview

High Capacity High Capacity

Contact Center config API config API Contact Center
Configuration Configuration
Server Server

SPI
High Capacity High Capacity
Contact Center Contact Center
Server Server
config API

High Capacity High Capacity

config API
Contact Center Contact Center
Server Server

Call Call
SPI
Management Management
System System

Data center 1 Data center 2

Active component
Alternate component
Active connection
Alternate connection
1

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 1 Chapter 3: Interoperability

2 Product compatibility
3 The following table specifies the compatibility of Avaya High Capacity Contact Center with other
4 Avaya products:
Avaya product Release
9600 Series IP Deskphones - SIP 6.5, 7.0, 7.1
Agent Greeting support -
7.1.12
Avaya J100 Series IP Phones - SIP 4.0.x
Agent Greeting support - 4.0.8
Avaya Agent for Desktop 2.0.6
External Application Enablement Services 8.1.1, 8.1.2, 8.1.3
Avaya Call Management System 17.x, 18.x, 19.x
®
Avaya Aura 7.x, 8.x
®
Avaya Aura Messaging 7.2
Avaya Messaging 11.0
Avaya Experience Portal 8.0
Avaya Session Border Controller for Enterprise 7.1, 7.2, 8.0, 8.1.1
®
Avaya Aura Workforce Optimization 15.2.2

5 For more information about the listed Avaya products, see the Avaya Support website at https://
6 support.avaya.com/.

7 Third-party products
8 Avaya High Capacity Contact Center supports the Avaya Aura® Call Center Elite third-party
9 applications. For more information about third-party requirements for Avaya Aura® Call Center
10 Elite, see Avaya Aura® Call Center Elite Overview and Specification.
11 For customization and implementation of third-party products, contact Avaya support personnel.

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1 Chapter 4: Performance specifications

2 Maximum overall capacities

3 The following tables describe the maximum capacities for Avaya High Capacity Contact Center
4 components:
5 High Capacity Contact Center Server capacities
Feature Maximum value
Simultaneously registered endpoints 111,000
Simultaneously logged-in agents 100,000
Simultaneously logged-in supervisors 10,000
Calls in queue 50,000
External SIP servers 400
Maximum sustained call rate 300/sec
Media channels G.711 570,000
Media mixers active G.711 100,000
Agent and endpoint login rate 31/sec

6 Call Management System capacities

Feature Maximum value
Measured trunks 200,000
Number of endpoint and skill pairs 5,000,000
VDNs 30,000
Skills 32,000
Vectors 32,000
Simultaneous real-time reports 10,000

7 High Capacity Contact Center Configuration Server capacities

Feature Maximum value
SAML and LDAP supported servers 2
Controlled Avaya High Capacity Contact Center servers 4
Simultaneously logged-in administrators 100

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 Hardware requirements

1 Hardware requirements
2 High Capacity Contact Center Server hardware requirements
3 For the High Capacity Contact Center Server, Avaya recommends using Dell EMC PowerEdge
4 R940 or an equivalent server with the following specifications:
Hardware Minimum requirements
CPU 112 hyper-threaded, 2.1 GHz cores
Memory 1 TB
Storage 8 TB
Network 10 Gbps or 100 Gbps for larger configurations

5 High Capacity Contact Center Configuration Server hardware requirements

6 For the High Capacity Contact Center Configuration Server, Avaya recommends using a virtual
7 machine with the following specifications:
Hardware Minimum requirements
vCPU 12 hyper-threaded, 2.1 GHz cores
Memory 20 GB
Storage 500 GB
Network 1 Gbps

8 Alternatively, you can use Dell EMC PowerEdge R640 or an equivalent server with the following
9 specifications:
Hardware Minimum requirements
CPU 4 hyper-threaded, 2.1 GHz cores
Memory 16 GB
Storage 500 GB
Network 1 Gbps

10 To ensure high availability, Avaya recommends using dual power supplies and bonded network
11 interface cards. You should also configure RAID storage.

12 Software requirements
13 Avaya High Capacity Contact Center can run on Red Hat Enterprise Linux® or CentOS version 8.

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 1 Chapter 5: Basic configuration

2 Dial plan overview

3 You can define a prefix and the total length for each call type that Avaya High Capacity Contact
4 Center processes to route a call appropriately.
5 Avaya High Capacity Contact Center supports the following pre-defined call types:
6 • deny: Defines numbers that Avaya High Capacity Contact Center blocks.
7 • public: Defines numbers outside the enterprise.
8 • local: Defines numbers inside Avaya High Capacity Contact Center.
9 • private: Defines private network calls inside the enterprise.
10 • emergency: Defines numbers for emergency calling.
11 • external-prefix: Defines the prefix a user dials for calls outside the enterprise.
12 You can also configure custom call types on the High Capacity Contact Center Configuration
13 Server web portal.
14 Avaya High Capacity Contact Center supports 18-digit dialing, short and long number dialing,
15 flexible phone number formats, and flexible extension number lengths for call appearance. Avaya
16 High Capacity Contact Center also supports dialing for extensions that are in the same location as
17 the server and for extensions that are spread across several locations. Avaya High Capacity
18 Contact Center supports dial prefixes that you can dial before an extension. Dial prefixes prevent
19 conflicts between extensions and numbers used for dialing within an office location.
20 For more information about configuring dial plan analysis and call types, see the dial plan
21 configuration section in Administering Avaya High Capacity Contact Center.

22 Number adaptation overview

23 You can create adaptations for all phone numbers of incoming and outgoing calls from the dial
24 plan of a local SIP network to the dial plan configured on the Configuration Server, and vice versa.
25 You can configure number adaptations for all incoming and outgoing calls so that Avaya High
26 Capacity Contact Center routes the calls correctly. For example, you can configure number
27 adaptations for handling an international call.
28 For more information about number adaptation configuration, see the number adaptation
29 configuration section in Administering Avaya High Capacity Contact Center.

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 SIP server overview

1 SIP server overview

2 Avaya High Capacity Contact Center is a SIP server that can connect to external SIP servers,
3 such as Session Border Controller, or other communication systems. SIP servers handle call
4 traffic in your network. The system administrator must specify external SIP servers on the
5 Configuration Server web portal for connecting to Avaya High Capacity Contact Center.
6 A SIP server can do the following:
7 • Set up a connection between multiple endpoints.
8 • Transmit media parameters and specifications for the communication session for each
9 endpoint using the SDP protocol.
10 • Modify media parameters and specifications during a session. For example, a SIP server can
11 update the related media parameters when the agent puts a call on hold.
12 • Update endpoint parameters. For example, a SIP server can update the related media
13 parameters when the agent transfer a call to another agent or endpoint.
14 • Terminate a session.
15 For more information about SIP server configuration, see the SIP server configuration section in
16 Administering Avaya High Capacity Contact Center.

17 Media handling
18 Avaya High Capacity Contact Center provides a media service for call conferencing, call
19 recording, and service observing. Avaya High Capacity Contact Center currently supports only the
20 G.711 codec and requires other codecs to be converted to G.711.
21 You can manage media sources for playing announcements, queue music, and Music on Hold.
22 For more information about configuring media sources, see the announcement configuration
23 section in Administering Avaya High Capacity Contact Center.
24 Related links
25 Call recording on page 37
26 Service Observing on page 45
27 Music on Hold on page 35

28 Permission sets
29 A permission set is a collection of settings that allows agents and supervisors to access or
30 restricts them from accessing various features, such as Service Observing, VDN of Origin
31 Announcement, and Direct Agent Calling. You can restrict contact center users from making any
32 calls or to make calls only of a specific type. You can also assign permission sets to a particular
33 agent login ID, endpoint extension, VDN, or vector.

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 Basic configuration

1 For more information about configuring permission sets, see the permission set configuration
2 section in Administering Avaya High Capacity Contact Center.
3 Related links
4 Direct Agent Calling on page 37
5 Service Observing on page 45
6 VDN of Origin Announcement on page 39

7 Service Hours table overview

8 In Avaya High Capacity Contact Center, vectors use Service Hours tables to determine call
9 treatment during working and non-working hours. You can add up to 999 Service Hours tables to
10 adjust call routing to the shift schedule of your contact center. You can administer service hours for
11 each day of the week.
12 Service Hours tables simplify vector configuration by reducing the number of steps in a vector.
13 With a Service Hours table, you can add only one vector step to determine if Avaya High Capacity
14 Contact Center receives the call within the specified service hours and routes the call
15 appropriately. You do not need to add several steps for call routing based on the time of day when
16 the call arrives.
17 For more information about Service Hours table configuration, see the service hours table
18 configuration section in Administering Avaya High Capacity Contact Center.

19 Holiday table overview

20 Vectors use Holiday tables to determine how Avaya High Capacity Contact Center handles calls
21 during the configured holiday period. You can control call routing during holidays to ensure that
22 Avaya High Capacity Contact Center processes all calls accordingly when the contact center
23 closes or the staff reduces on non-working days. Holiday tables simplify vector configuration by
24 reducing the number of steps in a vector.
25 For more information about Holiday tables configuration, see the holiday table configuration
26 section in Administering Avaya High Capacity Contact Center.

27 Locations and time zones

28 In Avaya High Capacity Contact Center, an office location determines what features are applicable
29 for endpoints associated with this location. You can configure an office location for a specific
30 endpoint or agent login ID and specify settings for call routing and contact center features.

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 Locations and time zones

1 You can associate a specific time zone with an office location for Avaya High Capacity Contact
2 Center to route calls only within service hours of your contact center. The default time zone is
3 America/New York.
4 If you do not assign an office location to an endpoint or agent login ID, Avaya High Capacity
5 Contact Center uses the endpoint IP address to map this endpoint to the corresponding network
6 location. Each network location has an associated office location. When the endpoint IP address
7 does not match any configured network location, Avaya High Capacity Contact Center uses the
8 default network location.
9 For more information about configuring network and office locations, see the network location
10 configuration and office location configuration sections in Administering Avaya High Capacity
11 Contact Center.

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 1 Chapter 6: Call vectoring

2 Call vectoring is a management mechanism for call routing and treatment.

3 A call vector is a series of user-defined steps that Avaya High Capacity Contact Center uses to
4 route calls and determine the treatment for each call. Avaya High Capacity Contact Center can route
5 calls to destinations within or outside of the network, ACD agents, or other vectors.
6 Avaya High Capacity Contact Center primarily directs incoming calls to an administered vector
7 directory number (VDN). A VDN can represent a call type or a service category. The VDN then
8 directs the call to a vector for call routing and treatment.
9 The system administrator can use vector steps to perform the following call-related functions:
10 • Call treatment based on the dial plan configuration and service hours
11 • Call routing to more than one skill if the agent cannot answer a call
12 • Collection of caller information
13 • Moving from one vector step to another step or vector
14 • Redirecting callers to voice mail when the agent is unavailable
15 • Provisioning music, announcements, and contact center tones

16 Vector directory numbers

17 A vector directory number (VDN) is an extension number that connects an incoming call to a
18 specific vector. This number is a software extension that is not assigned to a device location. The
19 system administrator can map each VDN only to one call vector.
20 A VDN represents a call type or a service category, for example, billing or customer service.
21 Multiple VDNs can point to the same vector or to different vectors depending on the treatment of
22 the call.
23 For more information about configuring VDNs, see the VDN configuration section in Administering
24 Avaya High Capacity Contact Center.

25 VDN variables
26 Contact centers use multiple vectors with the same basic call flow but unique settings, such as
27 announcements, route-to destinations, holiday tables, and conditions. With VDN variables, system

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 Vector overview

1 administrators can create a generic call flow vector. VDN variables reduce the number of vectors,
2 ensure common flows and ease of administration. The system administrator can use VDN
3 variables as indirect references to announcement extensions and other sources.
4 For more information about VDN variable configuration, see the VDN configuration section in
5 Administering Avaya High Capacity Contact Center.

6 Vector overview
7 A vector is a series of user-defined steps that Avaya High Capacity Contact Center uses to handle
8 incoming calls. A vector can contain up to 99 steps and allows you to customize call routing and
9 call treatment.
10 Avaya High Capacity Contact Center reads steps, follows step commands and stops vector
11 processing after the last step.
12 Avaya High Capacity Contact Center provides the following types of vector processing:
13 • Sequential: Avaya High Capacity Contact Center processes vector steps sequentially.
14 • Unconditional branching: Avaya High Capacity Contact Center moves vector processing from
15 the current vector step to either a preceding or a succeeding vector step or to a different
16 vector without checking any condition.
17 • Conditional branching: Avaya High Capacity Contact Center moves vector processing from
18 the current vector step to either a preceding or a succeeding vector step or to another vector
19 based on the specified condition.
20 For more information about vector configuration, see the vector configuration section in
21 Administering Avaya High Capacity Contact Center.

22 Vector variables
23 With Avaya High Capacity Contact Center, system administrators can create vector variables to:
24 • Improve the efficiency of vector configuration
25 • Provide management and application control
26 • Create vectors that better serve contact center operations
27 Different types of variables are available for certain call processing purposes. The system
28 administrator can define vector variables on the Configuration Server web portal or change the
29 assigned values using the set vector step. Depending on the variable type, variables can use
30 either call-specific data or values that are identical for all calls. The administrator can use one
31 variable in a number of vectors.
32 For more information about vector variable types and configuration, see the vector variable
33 configuration section in Administering Avaya High Capacity Contact Center.

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 Call vectoring

1 Vector step description

2 The following table lists Avaya High Capacity Contact Center call vectoring steps:
Vector step Description
# To add comments to vectors.
adjunct To request a routing destination from an adjunct connected to Application
Enablement Services.
announcement To play an announcement to the caller.
busy To play a busy tone to the caller.
check To queue a call based on the specified conditions.
collect To prompt the caller to enter digits.
consider To determine the best service for a call.
disconnect To disconnect a call after playing an optional announcement.
goto To move vector processing to another step or a vector.
messaging To prompt the caller to leave a message at a specified extension.
queue-to To connect or queue a call to a skill, agent, or endpoint.
return To return vector processing to the step following the goto step after
processing steps in a different vector.
route-to To connect a call to a configured destination or the destination that the
caller enters.
serv-obsrv To activate Service Observing for remote supervisors.
set To perform mathematical and digit string operations during vector
processing and assign values to a vector variable or stores digits in the
shared memory.
stop To stop vector processing.
wait-time To initiate feedback to the caller and to delay processing of the next
vector step.

4 # step
5 The # (hash) step adds comments to vectors. The system administrator can include comments
6 within vectors for easier maintenance and troubleshooting. Avaya High Capacity Contact Center
7 does not analyze this vector step and continues vector processing with the next step.
8 The administrator can enter up to 71 Unicode characters in the # step. Avaya High Capacity
9 Contact Center counts two or more consecutive # steps as one step.

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 Vector step description

2 ADJUNCT step
3 The adjunct step requests a call routing destination from an adjunct connected to Application
4 Enablement Services. Avaya High Capacity Contact Center provides the caller information in the
5 Adjunct Route Request message. An ASAI adjunct typically uses the dialed number, caller or
6 billing number, or digits obtained by the collect step to access the caller information and to
7 determine call routing destination.
8 An adjunct specified in the adjunct step can route a call to an internal or external number, a
9 VDN, or a specific agent. The adjunct can also provide call queuing priority.
10 The step that follows the adjunct step determines the time during which Avaya High Capacity
11 Contact Center waits for the ASAI adjunct to reply with a routing destination. The system
12 administrator must always include a wait-time or announcement step after an adjunct step.
13 If the administrator does not add a wait-time or announcement step, Avaya High Capacity
14 Contact Center skips the adjunct step.
15 The system administrator can include more than one adjunct step in a vector for Avaya High
16 Capacity Contact Center to simultaneously process multiple route requests and to distribute
17 incoming call load more efficiently.
18 When Avaya High Capacity Contact Center routes a call, the caller can hear normal call tones and
19 feedback. However, if Avaya High Capacity Contact Center routes the call to an extension with no
20 available call appearances and coverage path, the caller can hear a busy tone.

21

22 ANNOUNCEMENT step
23 The system administrator can use the announcement step to play a recorded announcement to
24 the caller. When an agent becomes available, Avaya High Capacity Contact Center interrupts the
25 announcement. Any audio, for example, queue music or a ringback tone, continues until Avaya
26 High Capacity Contact Center plays the announcement.
27 If the specified announcement is not available, Avaya High Capacity Contact Center skips the
28 announcement step. When an announcement step follows an adjunct step, Avaya High
29 Capacity Contact Center interrupts the announcement as soon as the adjunct application receives
30 a response to the Adjunct Route Request message.

31

32 BUSY step
33 The busy step terminates vector processing after playing a busy tone. If the caller does not end
34 the call after hearing a busy tone, Avaya High Capacity Contact Center plays the busy tone for 45
35 seconds and then terminates the call. If Avaya High Capacity Contact Center does not queue a
36 call or an agent does not answer a call, Avaya High Capacity Contact Center plays the busy tone.

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 Call vectoring

2 CHECK step
3 The system administrator can add the check step to check the status of skill queues. Avaya High
4 Capacity Contact Center adds the call to the specified skill queue if the queue meets the
5 conditions that the administrator specifies in the check step. The system administrator can use
6 one of the following options with the check step:
7 • best: Checks the expected wait time of the best skill identified by a series of preceding
8 consider steps. The value range is 1 through 9999 seconds. If the expected wait time in
9 the skill queue is less than the specified value, Avaya High Capacity Contact Center adds the
10 call to the skill queue with the priority level specified in the corresponding consider step.
11 • skill: Checks the status of a skill queue against a specific condition and assigns a priority
12 level for queuing the call to the skill.
13 The system administrator can queue a call to up to three skills simultaneously. A call remains
14 queued until vector processing terminates with a disconnect, busy, or route-to step.

15

16 CHECK SKILL step conditions

17 The system administrator can check the skill queue against one of the following conditions:
18 • Number of available agents is greater than the threshold value.
19 • Number of calls queued for a specified priority level or higher is less than the threshold value.
20 • The expected wait time is less than the threshold value.
21 • The oldest call waiting in a queue at the specified priority level or higher is waiting less than
22 the threshold value.
23 • The current average speed of answer is less than the threshold value.
24 • Number of logged-in agents is greater than the threshold value.
25 • The expected wait time for subsequent calls in the queue is less than the threshold value
26 after Avaya High Capacity Contact Center queues the current call.
27 The system administrator can also put a call in the queue without checking any condition.

28

29 COLLECT step
30 The collect step collects up to 16 digits that the caller enters on their phone. Avaya High
31 Capacity Contact Center uses this step to retrieve the caller information from the service provider
32 network that the caller uses. The system administrator can then assign the collected digits to a
33 COLLECT variable.
34 The administrator can use an announcement to prompt the caller to enter the digits. If the caller
35 enters incorrect digits, the administrator can use an announcement to prompt the caller to enter an
36 asterisk (*). When the caller enters an asterisk, Avaya High Capacity Contact Center deletes the
37 digits collected from the current collect step and collects the digits again.

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 Vector step description

1 The system administrator must specify the maximum number of digits that Avaya High Capacity
2 Contact Center can accept from a caller. If the caller enters fewer digits than the administered
3 limit, the administrator can configure an announcement to prompt the caller to enter a pound sign
4 (#) that indicates the end of the digit string. If the caller fails to enter the pound sign, Avaya High
5 Capacity Contact Center skips the collect step.

7 CONSIDER step
8 The consider step retrieves the Expected Wait Time (EWT) data from skill queues. Avaya High
9 Capacity Contact Center compares the data to determine the skill queue with a quicker response
10 time.
11 The system administrator must configure a series of consider steps in a vector for Avaya High
12 Capacity Contact Center to determine the best service. A consider step that tests the preferred
13 skill must be the first in the series. The series ends if the administrator adds a queue-to best or
14 a check best step to queue the call.

15

16 DISCONNECT step
17 The disconnect step ends the call treatment and removes the call from vector processing. The
18 system administrator can use this step in case of a failure, if all agents are logged out or in Aux
19 work mode, or the number of calls in the queue has reached a threshold value. Avaya High
20 Capacity Contact Center usually disconnects the call after playing an announcement to the caller
21 that asks them to call at a later time.
22 The administrator must specify an announcement extension, a vector or a VDN variable in the
23 disconnect step for Avaya High Capacity Contact Center to play the announcement before
24 disconnecting a call.

25

26 GOTO step
27 The system administrator can use the goto step for moving vector processing to a preceding or
28 subsequent step in the vector or to another vector. The administrator must specify the vector and
29 vector step for Avaya High Capacity Contact Center to redirect vector processing. The goto step
30 does not remove a call from the queue.

31

32 MESSAGING step
33 The messaging step prompts the caller to leave a voice message for the extension specified in a
34 VDN or vector variable, the active or latest VDN extension. The system administrator can specify
35 the voice mail server which handles the caller message. If the specified extension is valid, Avaya
36 High Capacity Contact Center connects the call to the voice mail server, plays a ringback tone to
37 the caller, and ends vector processing.

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 Call vectoring

2 QUEUE-TO step
3 The queue-to step queues calls to a skill if all agents with the assigned skill are busy. The
4 system administrator can also assign a queuing priority level to the call. When the call enters a
5 queue, the queue-to step does not provide audible feedback to the caller. Other vector steps can
6 provide wait treatment for calls in the queue.
7 The system administrator can also use the best option in the queue-to step to queue a call to the
8 skill identified by a series of consider steps.
9 Avaya High Capacity Contact Center can queue a call to up to three skills. A call remains in the
10 queue until a disconnect, busy, or route-to step terminates vector processing.

11

12 RETURN step
13 The goto vector step directs a call to a specific step within another vector. Avaya High
14 Capacity Contact Center processes subsequent steps in another vector until the call goes through
15 the return step.
16 When a call processes the goto vector step, Avaya High Capacity Contact Center retains the
17 step position. When Avaya High Capacity Contact Center processes a return step in another
18 vector, vector processing returns to the step subsequent to the goto vector step in the original
19 vector.

20

21 ROUTE-TO step
22 The route-to step routes calls either to a set of collected digits or to a number that the system
23 administrator configures within the vector step. The route-to digits step routes a call to a set
24 of digits collected from an adjunct, the caller, or the caller service provider.
25 The system administrator can use the route-to number step to route a call to a specific
26 destination. The route-to number step supports vector variables from A to Z, from AA to ZZ,
27 and VDN variables from V1 to V9. The administrator can add digits before a variable but the total
28 string length should not exceed the 16-character limit. Avaya High Capacity Contact Center counts
29 each variable as two characters. The variable must always be the last entry, and the administrator
30 cannot append digits to the string.
31 The system administrator must also indicate whether Avaya High Capacity Contact Center should
32 route a call to the coverage path for the specified destination if the agent is unavailable.

33

34 SERV-OBSRV step
35 The serv-obsrv step allows remote supervisors to observe calls on a device that is not directly
36 associated with Avaya High Capacity Contact Center. The system administrator can also

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 Vector step description

1 configure Avaya High Capacity Contact Center to require the supervisor to enter a security code
2 after dialing a VDN extension for Service Observing from a remote device.
3 With the serv-obsrv step, remote supervisors can monitor calls either to an extension obtained
4 by the collect step or to an endpoint extension, an agent, or a VDN. The system administrator
5 must also specify the office location of the observed agent, endpoint, or VDN, and the supervisor
6 observe mode.
7 Related links
8 Remote Service Observing on page 47

10 SET step
11 With the set step, system administrators can manage values using mathematical and digit string
12 operations. The administrator can use the set step to do the following:
13 • Perform numeric and digit string operations
14 • Assign values to a local vector variable
15 • Store new digits in the shared memory
16 • Include an agent login ID in User-to-User Information (UUI) in a global variable for vectoring
17 The system administrator can assign values only to local or global COLLECT variables. When the
18 administrator assigns a value to a local vector variable, Avaya High Capacity Contact Center
19 retains the new variable value until the call ends. When the administrator assigns a value to a
20 global vector variable, Avaya High Capacity Contact Center uses the new variable value for future
21 call processing.
22 The administrator can forward the set step result with the shared UUI, send it over ASAI, or use it
23 to route calls with the route-to digits step.

24

25 STOP step
26 The stop step pauses the processing of any subsequent vector steps. After Avaya High Capacity
27 Contact Center processes the stop step, queued calls remain in the queue and Avaya High
28 Capacity Contact Center continues applying wait treatment until the agent becomes available.

29

30 WAIT-TIME step
31 The wait-time step delays the call with optional audible feedback and keeps the caller waiting
32 for the time specified in the step. The system administrator can specify the wait time in seconds,
33 minutes, or hours. The administrator can also indicate the audio that the caller can hear when in
34 the queue. The administrator can specify one of the following:
35 • Music: Avaya High Capacity Contact Center plays audio configured for the current VDN
36 extension. If the VDN extension does not have an associated audio source, the caller can
37 hear the music configured for the current office location. If no music source is specified for

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 Call vectoring

1 the office location, Avaya High Capacity Contact Center plays the audio configured in the
2 global settings on the Configuration Server web portal.
3 • Ringback: Avaya High Capacity Contact Center plays a ringback tone.
4 • Silence: Avaya High Capacity Contact Center does not play any audio.
5 • Audio extension defined in a variable: Avaya High Capacity Contact Center plays audio
6 configured in a vector or a VDN variable.
7 The caller can hear optional audible feedback until the wait treatment changes or an agent
8 becomes available.

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 1 Chapter 7: Call routing

2 Avaya High Capacity Contact Center supports call routing for distributing incoming calls to individual
3 agents or queues. Avaya High Capacity Contact Center provides the following types of call routing:
4 • Expert Agent Distribution (EAD)
5 • Uniform Call Distribution (UCD)
6 • Enterprise Behavioral Pairing (EBP)
7 System administrators can configure up to 32,000 skills for contact centers. Each agent can have a
8 maximum of 120 assigned skills.
9 To improve the caller experience, Avaya High Capacity Contact Center can switch between routing
10 algorithms.

11 Expert Agent Distribution routing

12 Avaya High Capacity Contact Center Expert Agent Distribution (EAD) algorithm routes calls to the
13 most suitable agent based on the agent area and level of expertise. Avaya High Capacity Contact
14 Center assigns agents with a level of expertise from 1 through 16. Level 1 indicates that an agent
15 who has the highest qualification to address a query. When multiple agents are available, Avaya
16 High Capacity Contact Center routes a call to the agent with the highest skill level.
17 Avaya High Capacity Contact Center uses the following EAD methods:
18 • Most Idle Agent (MIA): If agents have the same skill level, Avaya High Capacity Contact
19 Center routes a call to the agent who has the longest idle time since the last call.
20 • Least Occupied Agent (LOA): If agents have the same skill level, Avaya High Capacity
21 Contact Center routes a call to the agent who has the longest idle time since login.
22 Avaya High Capacity Contact Center provides an estimation of wait time to the caller based on the
23 skill group occupancy and queue size. Different skills might have different wait times.

24 Uniform Call Distribution routing

25 In Uniform Call Distribution (UCD) routing, all contact center agents have the same skill level.
26 Avaya High Capacity Contact Center uses the following UCD methods:
27 • Most Idle Agent (MIA): When multiple agents are available, Avaya High Capacity Contact
28 Center routes a call to the agent who has the longest idle time since the last call.

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 Call routing

1 • Least Occupied Agent (LOA): When multiple agents are available, Avaya High Capacity
2 Contact Center routes a call to the agent who has the longest idle time since login.
3 Avaya High Capacity Contact Center provides an estimation of wait time to the caller based on the
4 queue size. Avaya High Capacity Contact Center allocates approximately the same wait time for
5 all callers.

6 Enterprise Behavioral Pairing routing

7 The Enterprise Behavioral Pairing (EBP) routing uses artificial intelligence to identify patterns of
8 human interaction from current and prior calls to contact center. Based on the EBP data, Avaya
9 High Capacity Contact Center chooses the agent that can be most helpful to the caller when
10 routing the call.
11 Avaya High Capacity Contact Center mainly applies the EBP routing in the two following scenarios
12 • When agents are available and can answer the incoming call immediately, the EBP uses data
13 from previous calls to find the best match among available agents for the call.
14 • When no agents are available to answer the call, the EBP considers data from previous calls
15 and the call-specific data, such as Expected Wait Time, to route the call to the most suitable
16 agent.
17 The EBP algorithm gathers the information from the current call and updates the EBP data after
18 the call is complete. The EBP routing improves further interactions of callers who have similar
19 requests with Avaya High Capacity Contact Center.

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 1 Chapter 8: Feature overview

2 In addition to basic call features, such as call transferring, emergency calling, Avaya High Capacity
3 Contact Center supports advanced features that improve contact center efficiency. With the
4 advanced Avaya High Capacity Contact Center functionality, you can do the following:
5 • Control agents and calls using CTI applications
6 • Collect and monitor call data with Avaya Call Management System (CMS)
7 • Administer contact center announcements
8 • Store agent-specific greetings
9 • Configure agent work modes

10 Basic call features

11

12 Auto Dial
13 With the Auto Dial feature, the system administrator can assign specific extensions and labels to
14 buttons on the endpoint for quick access. When the agent presses the Auto Dial button, Avaya
15 High Capacity Contact Center automatically calls the assigned extension. For example, the
16 administrator can assign 1234 to the Auto Dial button on the endpoint and label the button as
17 Human Resources. When the agent presses this button, Avaya High Capacity Contact Center
18 routes the call to the Human Resources department.
19 Contact center agents can later edit button labels on their endpoints. On 9600 Series IP
20 Deskphones, agents can update the auto dial number if the administrator did not configure it for
21 the Auto Dial button. For the list of supported 9600 Series IP Deskphones, see Installing and
22 Maintaining Avaya 9601/9608/9608G/9611G/9621G/9641G/9641GS IP Deskphones SIP.
23 For more information about configuring Auto Dial, see the endpoint configuration section in
24 Administering Avaya High Capacity Contact Center.

25

26 Coverage to voice mail

27 The system administrator can configure a coverage path to voice mail for contact center
28 supervisors. The administrator can also configure coverage path to voice mail for agents when
29 they receive direct agent calls. Avaya High Capacity Contact Center redirects calls to the

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 Feature overview

1 configured coverage path so that the caller can leave a voice message when the supervisor or
2 agent is logged out or cannot answer the call. When the caller leaves a voice message, the
3 Message Waiting Indicator LED on the endpoint lights up. When the supervisor or agent presses
4 the Voice Mail button, the endpoint retrieves the voice message from the voice mail server. The
5 Message Waiting Indicator LED turns off after the supervisor or agent listens to all voice
6 messages.
7 For more information about configuring coverage paths, see the coverage path configuration
8 section in Administering Avaya High Capacity Contact Center.

10 Call Transfer
11 Contact center users can transfer calls to other destinations, such as a supervisor, VDN, or agent.
12 If a supervisor is observing the call, Avaya High Capacity Contact Center does not disconnect
13 them from a transferred call. Avaya High Capacity Contact Center supports the following types of
14 Call Transfer:
15 • Attended transfer: Before transferring a call, the agent puts the caller on hold and calls a
16 transfer target to check if they are available for calls.
17 • Semi-attended transfer: The agent puts the caller on hold and calls a transfer target. The
18 agent can hear a ringback tone and transfers the first call before the transfer target becomes
19 available.
20 • Unattended transfer: The agent enters the transfer destination and does not stay on the call
21 to ensure the transfer succeeds.
22 • Transfer by call join: The agent sets up a three-way conference call with a transfer target and
23 disconnects from the call when the caller and the transfer target start talking.
24 When the agent puts the call on hold as part of call transfer, the caller can hear music. When the
25 call with the transfer target is completed, Avaya High Capacity Contact Center displays the caller
26 information for the transfer target. The agent can cancel the transfer before completing the call.
27 Avaya High Capacity Contact Center reserves one call appearance for a consultation call with a
28 transfer target. If all call appearances are busy, Avaya High Capacity Contact Center cannot
29 transfer a call.
30 For more information about configuring call appearances, see the endpoint configuration section in
31 Administering Avaya High Capacity Contact Center.

32

33 Call Conference
34 You can have up to six participants on a conference call. When the agent presses the Conference
35 button on the endpoint, they can add another participant to a conference call, for example, an
36 agent or supervisor. The agent can enter the following caller details to add a participant to a
37 conference call:
38 • Login ID
39 • Endpoint extension
40 • VDN extension

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 Basic call features

1 When the agent presses the Conference feature button, Avaya High Capacity Contact Center
2 puts the other party on hold until the conference call is established or the agent cancels the
3 conference call request.
4 When the agent puts a conference call on hold, active participants can continue the conference
5 and do not hear music or other wait treatment tones. If the agent disconnects from a conference,
6 other conference participants can continue the call.

8 Call Hold
9 Avaya High Capacity Contact Center puts a call on hold in the following cases:
10 • An agent is transferring the current call to another agent.
11 • An agent is adding other participants to the call for a conference call.
12 • An agent presses the Hold button on the endpoint.
13 • An agent selects another call appearance on an active call.
14 If the system administrator configures Music on Hold, Avaya High Capacity Contact Center plays
15 music for the call participant on hold.
16 When the agent presses the Hold button, they can select another call appearance to make or
17 receive calls. The agent can have as many held calls as configured Call Appearance buttons on
18 the endpoint. If all call appearances are on hold, the agent cannot make or receive calls.
19 If the agent selects another call appearance on an active call, Avaya High Capacity Contact
20 Center automatically puts the current call on hold. One call appearance always stays active unless
21 the agent presses the Hold button on the active call appearance.
22 When the agent puts a call on hold, the LED on the endpoint for the corresponding call
23 appearance starts flashing. To take the call on the call appearance off hold, the agent must press
24 the corresponding Call Appearance button.
25 For more information about configuring call appearances, see the endpoint configuration in
26 Administering Avaya High Capacity Contact Center.

27

28 Music on Hold
29 The Avaya High Capacity Contact Center administrator can configure media sources for Music on
30 Hold. When Avaya High Capacity Contact Center agent or supervisor puts a call on hold, the
31 caller can hear music when waiting on the line. If a conference call is put on hold, other
32 conference participants can continue the call and do not hear the music.
33 The system administrator can configure Avaya High Capacity Contact Center to play different
34 media sources for Music on Hold and queue music. The administrator can configure Music on
35 Hold for each office location or for the whole contact center.
36 For more information about administering Music on Hold, see the skill configuration section in
37 Administering Avaya High Capacity Contact Center.

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 Feature overview

2 Emergency calling
3 The system administrator can configure a dial plan so that Avaya High Capacity Contact Center
4 can route emergency calls without a dialed prefix. The administrator can set a priority level 1
5 through 10 for each configured dialed string, where level 1 indicates the highest priority. For
6 example, the administrator can set a priority level 1 for the 911 emergency number in North
7 America. If a region has more than one emergency service, the administrator can configure all
8 emergency service numbers without a dialed prefix in the dial plan.
9 Avaya High Capacity Contact Center can identify and route emergency calls separate from other
10 calls. The system administrator can configure the dial plan for emergency calls so that the caller
11 does not need to dial a prefix. Avaya High Capacity Contact Center requires a separate
12 emergency call routing adjunct to identify the caller location and to route emergency calls to the
13 closest Public Safety Answering Point (PSAP).
14 The administrator can use an external adjunct to provide on-site notifications to locate a caller
15 within the organization. Avaya High Capacity Contact Center passes the location of the caller to
16 the closest PSAP and notifies the organization security desk or switchboard about the emergency
17 call and location of the caller.
18 For more information about configuring dial plans and office and network locations, see the dial
19 plan configuration, office location configuration, and network location configuration sections in
20 Administering Avaya High Capacity Contact Center.

21 Contact center features

22

23 Active VDN name display

24 With Expert Agent Distribution (EAD) routing methods, Avaya High Capacity Contact Center
25 processes all incoming calls using VDNs, which direct the call to a vector for further call
26 processing and treatment. Based on vector programming, calls can go through multiple VDNs or
27 stay within the original VDN that received the call. If calls go through multiple VDNs, Avaya High
28 Capacity Contact Center assigns one of the VDNs as the active VDN for the call. When the agent
29 receives an incoming call, Avaya High Capacity Contact Center displays the caller identification
30 and the name of the last VDN that Avaya High Capacity Contact Center sets as active during
31 vector processing.
32 For more information about configuring VDNs, see the VDN configuration section in Administering
33 Avaya High Capacity Contact Center.
34 Related links
35 Expert Agent Distribution routing on page 31

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 Contact center features

2 Call recording
3 With Avaya High Capacity Contact Center, you can record calls using DMCC and TSAPI APIs
4 from the internal Application Enablement Services. The AE Services server enables CTI
5 applications to monitor telephony services on TFS.
6 AE Services uses DMCC interfaces to capture media for call recording with the Multiple
7 Registration method. The AE Services server registers all extensions that CTI applications record
8 when CTI applications connect to AE Services. You can register several endpoints on a single
9 extension for each recorder. When a call arrives at the monitored extension, CTI applications start
10 call recording. When the call is complete, the AE Services server forwards media over Real-time
11 Transport Protocol (RTP) streams to CTI applications.
12 AE Services uses TSAPI interfaces to capture media for call recording with the Single Step
13 Conference method. You can register several endpoint extensions on the AE Services server for
14 each CTI application. When a call arrives at the monitored extension, the CTI application requests
15 the TFS server to monitor the call using TSAPI APIs for capturing media. When the call is
16 complete, the AE Services server forwards media over RTP to the CTI application.
17 For more information about setting up DMCC and TSAPI APIs, see the service administration
18 section in Administering Application Enablement Services for Avaya High Capacity Contact
19 Center.

20

21 Direct Agent Calling

22 A direct agent call (DAC) is a special type of ACD call that Avaya High Capacity Contact Center
23 routes directly to an agent. Avaya High Capacity Contact Center does not connect a direct agent
24 call to an agent if the agent is on another call. A direct agent call is put into the skill queue
25 configured for direct agent calls, and Avaya High Capacity Contact Center assigns the call a
26 higher priority than other calls in the skill queue. Avaya High Capacity Contact Center notifies the
27 agent with a ring tone if a direct agent call is in the queue.
28 Avaya High Capacity Contact Center treats a call as a direct agent call when the agent has the
29 permission set configured for direct agent calls. Otherwise, the call is treated as a regular ACD
30 call.
31 If the agent does not answer a direct agent call, the administrator can configure Avaya High
32 Capacity Contact Center to send the call to voice mail. If the system administrator does not
33 configure a coverage path for voice mail, Avaya High Capacity Contact Center uses Redirection
34 on No Answer (RONA). If the administrator does not enable RONA for the agent, the call
35 continues until the caller ends the call or the ring timer expires.
36 For more information about configuring direct agent calls, RONA, and permission sets, see the
37 agent configuration, skill configuration, and permission set configuration sections in Administering
38 Avaya High Capacity Contact Center.
39 Related links
40 Redirection on No Answer on page 38
41 Coverage to voice mail on page 33

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 Feature overview

2 Forced Agent Logout by Clock Time

3 With the Forced Agent Logout by Clock Time feature, contact center administrators can configure
4 Avaya High Capacity Contact Center to log out an agent when their shift ends. The logout time
5 depends on the office location assigned to the agent. Avaya High Capacity Contact Center logs
6 out an agent regardless of the agent work mode. If the agent is on an ACD or direct agent call,
7 Avaya High Capacity Contact Center logs out the agent when they end the call.
8 The agent can log in again if the maximum number of logged-in agents for the shift is not reached.
9 If the system administrator does not configure Forced Agent Logout by Clock Time for an agent,
10 the agent stays logged in at the end of their shift.
11 For more information about configuring forced agent logout time, see the agent configuration
12 section in Administering Avaya High Capacity Contact Center.

13

14 Redirection on No Answer
15 Redirection on No Answer (RONA) prevents an unanswered call from ringing indefinitely. If an
16 agent cannot answer the call or a server fails, RONA prevents the call from getting lost. Avaya
17 High Capacity Contact Center redirects an ACD call to the skill that the call was originally queued
18 to or to the specified RONA VDN for alternative call handling. Avaya High Capacity Contact
19 Center routes the direct agent call to the agent coverage path. If no coverage path is assigned to
20 the agent, Avaya High Capacity Contact Center routes a direct agent call to the specified RONA
21 VDN. When RONA is activated, Avaya High Capacity Contact Center changes the agent work
22 mode to Aux work to block routing calls to the agent.
23 If the agent does not answer the call and the agent endpoint has Auto Answer configured, Avaya
24 High Capacity Contact Center processes the call and cannot redirect to another VDN or agent
25 coverage path.
26 For more information about configuring RONA parameters, see the skill configuration section in
27 Administering Avaya High Capacity Contact Center.

28

29 Redirection on IP failure
30 Redirection on IP failure (ROIF) verifies the connection between the contact center and the agent
31 endpoint and redirects the call in case of an IP failure. If an agent cannot answer an ACD call after
32 the administered number of rings, Avaya High Capacity Contact Center queues the call to the
33 original skill or redirects the call to the specified ROIF VDN. If an agent cannot answer a direct
34 agent call, Avaya High Capacity Contact Center redirects the call to the agent coverage path,
35 specified ROIF VDN, or to the original skill queue with the highest priority.
36 For more information about configuring ROIF parameters, see the skill configuration section in
37 Administering Avaya High Capacity Contact Center.

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 Contact center features

2 Shared User-to-User Information

3 Avaya High Capacity Contact Center uses the Shared User-to-User Information (Shared UUI) to
4 provide caller-related information, such as Universal Call ID and VDN Name, on the agent
5 endpoint. In Avaya High Capacity Contact Center, the Shared UUI supports the transmission of
6 Adjunct Switch Application Interface (ASAI) UUI and Universal Call ID (UCID) from Avaya
7 Experience Portal to agent endpoints.
8 The system administrator can configure a ASAI UUI Info feature button on agent endpoints. When
9 the agent presses the ASAI UUI Info button during the call, the endpoint displays ASAI UUI and
10 UCID information for the current call.
11 ASAI UUI contains the caller information, such as a destination number. The UCID is a unique call
12 ID that distinguishes a call from all other calls that Avaya High Capacity Contact Center processes
13 simultaneously. Avaya High Capacity Contact Center generates a UCID for every call within Avaya
14 High Capacity Contact Center. When the agent transfers a call to a new party or makes a
15 conference call, Avaya High Capacity Contact Center sends the ASAI UUI and UCID information
16 with Shared UUI to the new party endpoint using SIP signaling.
17 For more information about configuring the ASAI and UCID settings, see the CTI link configuration
18 and global configuration sections in Administering Avaya High Capacity Contact Center.

19

20 VDN of Origin Announcement

21 VDN of Origin Announcement (VOA) provides agents with a short message about the requested
22 service based on the VDN that processes the call. VOA helps agents to respond appropriately to
23 caller requests.
24 When Avaya High Capacity Contact Center routes an incoming call to a VDN with an assigned
25 VOA, the VDN routes the call to a vector that places the call in the queue. When the agent
26 answers a call, they hear the VOA message, and Avaya High Capacity Contact Center connects
27 the caller to the agent after the message ends.
28 The agent cannot hear the caller when Avaya High Capacity Contact Center plays the VOA
29 message. The caller can hear a ringback tone when the agent is listening to the VOA. The Call
30 Appearance button for an incoming call flashes when Avaya High Capacity Contact Center plays
31 a VOA message.
32 For more information about configuring VDN of Origin Announcement, see the announcement
33 configuration, VDN configuration, and permission set configuration sections Administering Avaya
34 High Capacity Contact Center.

35

36 Wait treatment
37 The system administrator can configure Avaya High Capacity Contact Center to provide the caller
38 with an expected wait time announcement. Avaya High Capacity Contact Center estimates the
39 wait time based on average call duration and the number of calls in the queue. When the caller is

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 Feature overview

1 in a waiting queue, Avaya High Capacity Contact Center can periodically announce the updated
2 expected wait time.
3 The estimation of expected wait time can vary based on the routing algorithm that Avaya High
4 Capacity Contact Center uses. When the caller is waiting in the queue, Avaya High Capacity
5 Contact Center can switch between routing algorithms. The transition to another routing algorithm
6 does not affect the expected wait time.
7 For more information about configuring announcements, see the announcement configuration
8 section in Administering Avaya High Capacity Contact Center.
9 Related links
10 Call routing on page 31

11

12 Contact center thresholds

13 With Avaya High Capacity Contact Center, the system administrator can configure the following
14 contact center thresholds:
Threshold Description
Calls warning threshold The threshold determines how many calls can be in a skill queue.
For example, if the system administrator configures the calls warning
threshold at 20 calls, Avaya High Capacity Contact Center notifies the
agent when the number of calls in the queue is more than 20.
Time warning threshold The threshold determines the wait time threshold for the oldest call in a
queue.
For example, if the system administrator configures the wait time for the
oldest call as 60 seconds, Avaya High Capacity Contact Center notifies
the agent when the oldest call is in the queue for more than 60 seconds.
Service level target The threshold determines what percentage of calls that agents must
answer during a specified time.
For example, if the system administrator configures the service level
target threshold so that agents must answer 90% of the calls within 10
seconds, Avaya High Capacity Contact Center sends a notification when
agents do not meet the service level target.

15 For more information about configuring contact center thresholds, see the skill configuration
16 section in Administering Avaya High Capacity Contact Center.

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 Agent and supervisor features

1 Agent and supervisor features

2

3 Agent Greeting
4 With Agent Greeting, agents can record their personal greeting messages on endpoints. An agent
5 can store up to 6 greetings on one endpoint with a maximum recording time of 10 seconds each.
6 The endpoint automatically plays the greeting message to the caller when the agent answers a
7 call. An agent can also press the Agent Greeting feature button on their endpoint to play the
8 greeting message.

10 Agent login
11 An agent can log in to Avaya High Capacity Contact Center using one of the following:
12 • Agent Login feature button on the agent endpoint
13 • CTI desktop application
14 The system administrator can specify agent-specific work mode that agents enter after logging in
15 to Avaya High Capacity Contact Center, such as Aux work, Auto-In, or Manual-In. The default
16 agent work mode in Avaya High Capacity Contact Center is Aux work.
17 Related links
18 Agent work modes on page 42

19 Agent login with the Agent Login feature button

20 An agent can log in to Avaya High Capacity Contact Center using the Agent Login feature button
21 on the agent endpoint that the system administrator can configure on the Configuration Server
22 web portal. When the agent presses the button, Avaya High Capacity Contact Center prompts the
23 agent to enter an agent login ID and the associated password.
24 When the agent logs in successfully, the endpoint displays the current agent work mode and the
25 list of skills assigned to this agent. By default, the agent enters Aux work mode with the default
26 reason code after logging in. The administrator can configure Avaya High Capacity Contact Center
27 to allow the agent to log in with a different work mode.
28 For more information about configuring feature buttons, see the endpoint configuration section in
29 Administering Avaya High Capacity Contact Center.

30 Agent login with a CTI desktop application

31 An agent can log in to Avaya High Capacity Contact Center using a CTI application, such as Coral
32 Agent Desktop. To log in to Avaya High Capacity Contact Center with a CTI desktop application,
33 the agent must enter the following:
34 • Agent login ID
35 • Endpoint extension
36 • One of the skills assigned to the agent

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 Feature overview

1 Agents can also specify their work mode when logging in to Avaya High Capacity Contact Center.
2 If the agent enters valid login credentials, the agent endpoint displays the current agent work
3 mode and a list of skills. If the agent does not enter the agent work mode at login, Avaya High
4 Capacity Contact Center logs the agent in with Aux work mode and the default reason code.

6 Agent logout
7 An agent can log out of Avaya High Capacity Contact Center using one of the following:
8 • The Agent Login feature button on the agent endpoint. The button label changes to Agent
9 Logout when the agent logs in. If the system administrator configures logout reason codes
10 on the Configuration Server web portal, Avaya High Capacity Contact Center prompts the
11 agent to enter a reason code for logging out. A logged-in agent can start logging out during
12 an active call. Avaya High Capacity Contact Center logs the agent out after the call ends.
13 • A CTI desktop application. CTI application sends a logout request to Avaya High Capacity
14 Contact Center. The request must contain the agent login ID, one of the agent skills, and the
15 endpoint extension. The logout request can also contain a logout reason code if the
16 administrator configured reason codes for Avaya High Capacity Contact Center.
17 For more information about configuring reason codes, see the reason code configuration and
18 office location overview sections in Administering Avaya High Capacity Contact Center.
19 Related links
20 Reason codes on page 45

21

22 Agent work modes

23 Agent work mode reflects the current status of an agent. In the Avaya High Capacity Contact
24 Center solution, contact center agents can enter Auxiliary Work (Aux Work) and After Call Work
25 (ACW) modes.
26 An agent enters Aux work mode for non-ACD activities, such as taking a break or making an
27 outgoing call. If the system administrator configures reason codes for Aux work mode, Avaya High
28 Capacity Contact Center prompts the agent to enter a reason code for changing their work mode
29 to Aux work mode. Avaya High Capacity Contact Center puts the agent in ACW mode after the
30 agent completes the call for call-related activities or for taking a break before the next call. Agents
31 in Aux work and ACW modes cannot receive ACD calls.
32 When the agent is available to receive ACD calls, they can switch to Auto-In or Manual-In mode.
33 The administrator can configure Auto-In or Manual-In mode for a particular agent or all contact
34 center agents.
35 If the agent presses the feature button for a specific mode during an active call, Avaya High
36 Capacity Contact Center puts the agent into the requested mode after the current call ends. When
37 the agent is not on a call and presses the Auto-In or Manual-In feature button, Avaya High
38 Capacity Contact Center immediately changes agent work mode.
39 CTI applications that monitor the agent endpoint can also send the request to change agent work
40 mode through the Application Enablement Services server.

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 Agent and supervisor features

1 The administrator can configure a forced entry of stroke counts or call work codes for a particular
2 skill. An agent must enter call work codes (CWCs) or stroke counts (SCs) during an ACD call or
3 after the call ends. An agent cannot enter Manual-In or Auto-In mode until the agent enters SCs or
4 CWCs.
5 For more information about configuring feature buttons, Aux work, and ACW mode parameters,
6 see the agent and endpoint configuration sections in Administering Avaya High Capacity Contact
7 Center.
8 Related links
9 Reason codes on page 45

10

11 Auto-In work mode

12 When an agent is in Auto-In mode, Avaya High Capacity Contact Center makes the agent
13 available to receive the next ACD call immediately after the current ACD call ends. The agent
14 does not need to press a button to receive the next ACD call. Using this mode increases the
15 number of calls that the agent can answer during a certain time interval. Agents can use this mode
16 when they have few or no call-related activities after ending an ACD call.
17 The system administrator can set the timed After Call Work interval for Auto-In mode. If the
18 administrator configures this interval for a skill, Avaya High Capacity Contact Center puts the
19 agent in ACW for a configured time after the current call ends. When the time-out elapses, the
20 agent automatically becomes available for ACD calls. If the agent presses the After Call Work
21 feature button during an active call, Avaya High Capacity Contact Center disables the ACW time-
22 out for the current call and puts the agent in ACW mode after the call ends.
23 For more information about configuring feature buttons and timed ACW intervals, see the endpoint
24 and skill configuration sections in Administering Avaya High Capacity Contact Center.

25

26 Manual-In work mode

27 When an agent is in Manual-In mode, Avaya High Capacity Contact Center automatically puts the
28 agent in ACW mode after the current call ends for completing call-related activities. Agents can
29 use this mode to perform call-related tasks after finishing an ACD call. In ACW mode, the agent is
30 unavailable to receive ACD calls. To receive an ACD call after processing the previous call, the
31 agent must press the Manual-In feature button on the agent endpoint.

32

33 Call work codes

34 With call work codes (CWCs), agents can enter up to 16 digits to record customer-related
35 information associated with a call. A work code specifies customer-specific events, such as an
36 account number or a social security number.
37 For more information about configuring the Call Work Code feature button, see the endpoint
38 configuration section in Administering Avaya High Capacity Contact Center.

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 Feature overview

2 Stroke counts
3 With stroke counts (SCs), agents can record customer-related events, such as connection issues
4 and poor audio quality, for each call. The system administrator can assign 10 button types to each
5 endpoint for stroke counts. The administrator must associate each Stroke Counts feature button
6 with a value from 0 through 9. By default, the stroke count value 0 is reserved for audio issues or
7 poor transmission quality. Agents can press up to 9 Stroke Counts buttons for each call.
8 For more information about configuring stroke counts, see the endpoint configuration section in
9 Administering Avaya High Capacity Contact Center.

10

11 Auto Answer with zip tones

12 The system administrator can configure Auto Answer for a specific agent login ID or an endpoint
13 extension even when the agent is not logged in. The following options are available for configuring
14 Auto Answer:
Option Agent login ID Endpoint extension
None Auto Answer is not configured. The Auto Answer is not configured. The
agent answers each new call manually. agent answers each new call manually.
All Avaya High Capacity Contact Center Avaya High Capacity Contact Center
automatically answers all calls when the automatically answers all calls when the
agent or endpoint is idle. agent or endpoint is idle.
ACD Avaya High Capacity Contact Center Avaya High Capacity Contact Center
automatically answers all ACD and direct automatically answers all ACD and direct
agent calls when the agent is idle. agent calls when the agent is idle.
Station Avaya High Capacity Contact Center This option does not apply to endpoint
uses the Auto Answer settings extensions.
configured for the endpoint extension.

15 The Auto Answer settings configured for an agent override the Auto Answer settings for the agent
16 endpoint extension. If the administrator sets the Auto Answer setting for the agent to Station,
17 Avaya High Capacity Contact Center uses the Auto Answer settings configured for the endpoint
18 extension.
19 The system administrator can enable zip tones. When Avaya High Capacity Contact Center
20 automatically answers an incoming call, the agent can hear a 440 Hz zip tone for a second. If the
21 administrator configures VDN of Origin Announcement (VOA), Avaya High Capacity Contact
22 Center plays an announcement first and then the zip tone.
23 Avaya recommends that agents use a headset or take the endpoint off hook to hear a zip tone.
24 For more information about configuring Auto Answer and zip tones, see the agent configuration
25 and global configuration sections in Administering Avaya High Capacity Contact Center.

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 Agent and supervisor features

2 Reason codes
3 With reason codes, supervisors can monitor agent activity. Agents can enter a numeric 1-digit or a
4 2-digit code that determines the reason for entering Aux work mode or for logging out of Avaya
5 High Capacity Contact Center. The system administrator can configure up to 99 Aux work reason
6 codes and 9 Logout reason codes. When an agent does not enter a reason code, Avaya High
7 Capacity Contact Center stores a default code of zero.
8 The system administrator can configure reason codes for a specific office location or a particular
9 agent. If the administrator configures reason codes for an agent, they precede office location
10 reason code settings.
11 The administrator can also specify reason codes for the situations when Avaya High Capacity
12 Contact Center forces an agent into Aux work mode or logs an agent out due to a failure. For
13 example, the administrator can specify a reason code for the situation when the agent does not
14 answer an ACD call and automatically enters Aux work mode.
15 The administrator can configure feature buttons on endpoints for specific Aux work reason codes
16 so that if the agent presses a configured button, the endpoint automatically sends the reason for
17 entering Aux work mode to Avaya High Capacity Contact Center.
18 For more information about configuring reason codes, see the reason code configuration section
19 in Administering Avaya High Capacity Contact Center.

20

21 Service Observing
22 With Service Observing, supervisors can monitor calls to endpoint extensions, agents, or VDNs.
23 The system administrator can specify the Listen-Only or Coach mode for each Service
24 Observing button on the supervisor endpoint. These modes determine whether the supervisor
25 can switch to the Listen and Talk or Coach mode when observing the call.
26 Supervisors can monitor calls in one of the following modes:
27 • Listen Only: The supervisor can listen to the call. In this mode, the supervisor can switch to
28 Listen and Talk or Coach mode if the administrator configured these modes for the supervisor
29 endpoint.
30 • Listen and Talk: The supervisor can talk during the call. In this mode, the supervisor can
31 switch to Listen Only or Coach mode if the administrator configured these modes for the
32 supervisor endpoint.
33 • Next Call Listen Only: Avaya High Capacity Contact Center adds the supervisor to the next
34 call in the queue in Listen Only mode. In this mode, the supervisor can switch to Listen and
35 Talk or Couch mode if the administrator configured these modes for the supervisor endpoint.
36 • Next Call Listen and Talk: Avaya High Capacity Contact Center adds the supervisor to the
37 next call in the queue in Listen and Talk mode. In this mode, the supervisor can switch to
38 Listen Only or Coach mode if the administrator configured these modes for the supervisor
39 endpoint.
40 • By Location Listen Only: The supervisor can observe calls in a particular Avaya High
41 Capacity Contact Center location in Listen Only mode. The supervisor must enter the VDN
42 extension and office location that they want to observe.

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 Feature overview

1 • By Location Listen and Talk: The supervisor can observe calls in a particular office location in
2 Listen and Talk mode. The supervisor must enter the VDN extension and office location that
3 they want to observe.
4 • Coach: The supervisor can coach an agent on a call. In this mode, the caller does not hear
5 the supervisor. In this mode, the supervisor can switch to Listen and Talk or Listen Only mode
6 if the administrator configured these modes for the supervisor endpoint.
7 If the call is put on hold, Avaya High Capacity Contact Center puts the supervisor in the wait state
8 until the call is active again.
9 For more information about configuring service observing, see the VDN configuration and
10 permission set configuration sections in Administering Avaya High Capacity Contact Center.

11

12 Service Observing by endpoint extension

13 Supervisors can monitor all incoming direct agent calls, ACD and internal calls to endpoint
14 extensions. To observe calls, the supervisor presses the Service Observe feature button and
15 enters an endpoint extension on their endpoint. Only one supervisor can observe an endpoint
16 extension at a time. When the supervisor enters an endpoint extension that is already observed,
17 Avaya High Capacity Contact Center puts the supervisor in the wait state. Avaya High Capacity
18 Contact Center rejects the observing session if the specified endpoint is unregistered.
19 The system administrator must configure a permission set that allows Service Observing for calls
20 coming to the specified endpoint.

21

22 Service Observing by agent login ID

23 Supervisors can monitor all incoming direct agent calls, ACD and internal calls to agent login IDs.
24 To observe calls, the supervisor presses the Service Observe feature button and enters an agent
25 login ID on their endpoint. Only one supervisor can observe an agent login ID at a time. When the
26 supervisor enters an agent login ID that is already being observed, Avaya High Capacity Contact
27 Center puts the supervisor in the wait state. Avaya High Capacity Contact Center rejects the
28 observing session if an agent with the specified login ID is not logged in.
29 The system administrator must configure a permission set that allows Service Observing for calls
30 coming to the specified agent.

31

32 Service Observing by VDN extension

33 To monitor a VDN, supervisors must press the Service Observe feature button and enter a VDN
34 extension on their endpoint. Avaya High Capacity Contact Center connects the supervisor to the
35 next call that enters call processing on the specified VDN. Avaya High Capacity Contact Center
36 can connect only one supervisor to a VDN extension at a time. The observer can hear all call
37 prompts, announcements, music, and other wait treatment tones that the agent and caller hear.
38 The system administrator can configure the VDN to not play treatment tones to the supervisor and
39 to start service observing when the agent answers the call.

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 Agent and supervisor features

1 Avaya High Capacity Contact Center keeps the service observing session until the supervisor
2 disconnects from the VDN extension. If the supervisor stays on the VDN extension when the caller
3 ends the call, Avaya High Capacity Contact Center connects the supervisor to the next call on the
4 same VDN. The supervisor is in Listen Only mode until the agent becomes available for the next
5 call.
6 The system administrator must configure a permission set that allows Service Observing for calls
7 coming to the specified VDN.

9 Remote Service Observing

10 In Avaya High Capacity Contact Center, supervisors can observe calls remotely from a device that
11 is not directly associated with Avaya High Capacity Contact Center. The system administrator can
12 associate a VDN extension that the supervisor enters to observe calls with a vector that activates
13 remote Service Observing. The administrator must configure a permission set that allows Service
14 Observing for the VDN extension that the supervisor enters to observe calls. The administrator
15 can configure Avaya High Capacity Contact Center to require the supervisor to enter a security
16 code after dialing a VDN extension.
17 When Avaya High Capacity Contact Center activates Service Observing, the supervisor can hear
18 a confirmation tone. If Service Observing mode is Listen Only or Listen and Talk, Avaya High
19 Capacity Contact Center immediately adds the supervisor to the call. If Service Observing mode is
20 Next Call Listen Only or Next Call Listen and Talk, Avaya High Capacity Contact Center keeps the
21 supervisor in the wait state until the next call. The administrator can also specify an office location
22 when configuring Service Observing vectors to observe calls for a specific contact center office.
23 When the supervisor joins the call remotely, Avaya High Capacity Contact Center does not allow
24 the supervisor to switch to another observing mode or to monitor calls in Coach mode.
25 If the supervisor observes the call for an agent login ID or endpoint extension, Avaya High
26 Capacity Contact Center puts the supervisor in the wait state when the call is put on hold. When
27 the agent creates a consultation or conference call, the supervisor remains on the call. Avaya High
28 Capacity Contact Center disconnects the supervisor from the call if the agent transfers the call.
29 If the supervisor observes the call for a VDN extension, the supervisor continues to observe the
30 call when the agent puts the call on hold or transfers the call. Avaya High Capacity Contact Center
31 does not allow supervisors to observe conference or consultation calls.
32 If Avaya High Capacity Contact Center merges two observed calls when the agent makes a
33 conference call, only one of the supervisors remains active on the call.

34

35 VuStats
36 With VuStats, agents and supervisors can view statistics for agents and skills. Agents can monitor
37 their performance and supervisors can use the statistics to manage skills.
38 The statistics reflects the information collected during an administered time interval. When the
39 system administrator configures the VuStats button, the administrator can set up to 50 data
40 formats to display on the agent or supervisor endpoints.
41 The administrator can configure Avaya High Capacity Contact Center to show the VuStats
42 information for a configured time interval or until the agent clears it. The administrator can also

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 Feature overview

1 specify an update interval, after which Avaya High Capacity Contact Center updates the VuStats
2 information.
3 When an agent logs in or presses the configured VuStats button, the agent endpoint downloads
4 agent and contact center statistics.
5 The endpoint administrator can set the CC-Info timer to automatically finish the VuStats session. If
6 the agent is logged in and the CC-Info timer expires, the agent endpoint continues displaying the
7 VuStats information until the agent logs out. Avaya High Capacity Contact Center refreshes the
8 VuStats session when the agent logs in or presses the VuStats button again.
9 For more information about configuring VuStats settings, see the endpoint configuration and
10 VuStats configuration sections in Administering Avaya High Capacity Contact Center.

11

12 VuStats interactions
Interaction Description
The endpoint displays call When the agent presses the VuStats button, the agent endpoint stops
prompts. displaying the caller information and displays VuStats data.
The endpoint displays call Call Work Code (CWC) prompts suspend the VuStats session. Avaya
work codes. High Capacity Contact Center displays VuStats data after a CWC prompt.
If the agent presses the VuStats button during the CWC prompt, Avaya
High Capacity Contact Center displays VuStats data.
The agent changes skills. Avaya High Capacity Contact Center stops displaying VuStats data when
the agent changes skills.
The system administrator When the system administrator removes a skill from the agent
removes a skill from the agent configuration, the agent endpoint continues to receive the VuStats
configuration. information for the skill associated with the VuStats button.
The agent logs in. If the VuStats session is active on the endpoint before an agent or
supervisor logs in, Avaya High Capacity Contact Center updates the
VuStats information.
The CC-Info timer expires. If the CC-Info timer expires when the agent is logged in, the agent
endpoint continues displaying the VuStats information until the agent logs
out.

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 1 Chapter 9: High Availability overview

2 The Avaya High Capacity Contact Center solution provides high availability. Avaya High Capacity
3 Contact Center supports the active/alternate High Availability model. One High Capacity Contact
4 Center Server and the Configuration Server in the data center are active and other servers are in
5 alternate mode.
6 The level of the contact center High Availability you can achieve depends on the solution
7 deployment environment. You can configure your contact center to have no single point of failure.
8 Avaya High Capacity Contact Center also supports geographic data resiliency and disaster
9 recovery.
10 In case of failure, your contact center fails over to the alternate server in the data center. The
11 alternate server becomes active and carries over the contact center activity load. The failover does
12 not impact active calls that are not on hold, but it can cause minor data loss in call recording and
13 CTI application messages and affect audio quality and announcement playback.
14 When the failed server returns to normal operation, your contact server can switch back to the
15 server either automatically or manually based on the configured failback policy. For more
16 information about failback policy configuration, see the global configuration section in Administering
17 Avaya High Capacity Contact Center.

18 Virtual IP address
19 Avaya High Capacity Contact Center supports the active/alternate High Availability model. The
20 active server processes contact center activity. The alternate server takes over if Avaya High
21 Capacity Contact Center loses connection to the active server.
22 Each Avaya High Capacity Contact Center server has a static IP address. Active servers also
23 attach a virtual IP (VIP) address to their network interfaces. All other components and clients
24 connect to active servers using the VIP address. If a failure of an active component occurs, an
25 alternate component adds VIP to its network interface and becomes active. When a component
26 stops being active, it does not host VIP any longer.

27 Call Management System high availability

28 With Call Management System high availability, you can deploy two or more Call Management
29 System servers in your contact center. Avaya High Capacity Contact Center can support up to ten
30 highly available Call Management System instances. The number of servers depends on the

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 High Availability overview

1 agent and supervisor capacities of your contact center. All Call Management System systems are
2 active, which ensures reliability and duplication of ACD call data across instances.
3 All Call Management System servers collect data independently from Avaya High Capacity
4 Contact Center and provide full Call Management System capabilities. If one server fails or loses
5 connection to Avaya High Capacity Contact Center, other servers can carry the entire Call
6 Management System activity load.
7 Avaya recommends using one Call Management System as the primary server to perform
8 administration configurations, and administer one of the secondary servers only when the primary
9 server is not functioning. Avaya provides nightly automatic synchronization of administration
10 changes between Call Management System servers.
11 Contact center users must also use the primary Call Management System server for login and call
12 reporting. If the server fails, contact center users must connect to an alternate Call Management
13 System server to provide reports. After the connection to the primary Call Management System
14 server is restored, you can copy data from the running Call Management System to provide the
15 missing data to the reinstated primary server.
16 All Avaya High Capacity Contact Center deployment models support Call Management System
17 high availability. For more information about Call Management System high availability, see Using
18 Avaya Call Management System High Availability.
19 Related links
20 Avaya High Capacity Contact Center deployment environments on page 11

21 Simplex deployment
22 In the simplex deployment, Avaya High Capacity Contact Center operates in one data center that
23 contains one High Capacity Contact Center Server and one Configuration Server. You can
24 connect your contact center to Call Management System for call reporting. Avaya High Capacity
25 Contact Center supports Call Management System High Availability.
26 The following diagram provides an overview of the Avaya High Capacity Contact Center topology
27 in the simplex configuration:

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 Local High Availability overview

Data Center

Call Management Call Management

System System

High Capacity Contact

Center Configuration
Server

High Capacity Contact

Center Server AE
Services

Enterprise
Edge
Network
Router

Router

Client

Active component Active AE Services server

1

2 Related links
3 Avaya High Capacity Contact Center deployment environments on page 11
4 Call Management System high availability on page 49

5 Local High Availability overview

6 In the local High Availability deployment, contact center operates in one data center and Avaya
7 High Capacity Contact Center components are resilient to the failover of the network or another
8 server.

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 High Availability overview

1 The data center contains two High Capacity Contact Center Servers and one Configuration
2 Server. One High Capacity Contact Center Server and Configuration Server are active and the
3 other High Capacity Contact Center Server is in alternate mode.
4 The local High Availability model ensures High Availability of the High Capacity Contact Center
5 Server, Application Enablement Services, and Call Management System servers.
6 The following diagram provides an overview of the Avaya High Capacity Contact Center topology
7 in the local High Availability configuration:

Data Center

Call Management Call Management

System System

High Capacity Contact

High Capacity Contact
Center Configuration
Center Server 2
Server
AE Services

High Capacity Contact

Center Server 1
VIP 1 AE Services
VIP 2

Enterprise
Edge
Network
Router

Router

Client

Active component Active AE Services server

Alternate component Alternate AE Services server

8

9 Related links
10 Avaya High Capacity Contact Center deployment environments on page 11
11 Call Management System high availability on page 49

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 Geo-redundant High Availability overview

2 High Capacity Contact Center Server High Availability in the local

3 High Availability configuration

4 In the local High Availability configuration, Avaya High Capacity Contact Center operates in one
5 data center that contains two High Capacity Contact Center Server instances. One High Capacity
6 Contact Center Server is active and holds the VIP. The other server is in alternate mode.
7 When the active server fails, it stops hosting VIP and the alternate High Capacity Contact Center
8 Server becomes active. Avaya High Capacity Contact Center connects the active Configuration
9 Server to the currently active High Capacity Contact Center Server. When the connection to the
10 failed High Capacity Contact Center Server is restored, the server assigns the VIP back to its
11 interface and becomes active again.

12

13 Application Enablement Services High Availability overview in the

14 local High Availability deployment

15 Geo-redundant High Availability overview

16 The geo-redundant High Availability model provides protection against the failure of an entire data
17 center or the network that connects to the server through the deployment in two geographically
18 separate data centers that form a Disaster Recovery group.
19 Each data center consists of two High Capacity Contact Center Servers and one Configuration
20 Server. One High Capacity Contact Center Server and the Configuration Server in the primary
21 data center are active and all other servers are in alternate mode. Avaya High Capacity Contact
22 Center replicates the state of its services to all alternate servers in the Disaster Recovery group on
23 the real-time basis to ensure instant data recovery.
24 The geo-redundant High Availability model ensures High Availability of the Configuration Server,
25 High Capacity Contact Center Server, Application Enablement Services, and Call Management
26 System servers.
27 The following diagram provides an overview of the Avaya High Capacity Contact Center topology
28 in the geo-redundant High Availability configuration:

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 High Availability overview

Primary Data Center Secondary Data Center

Active Alternate
Call Management Call Management
System System

High Capacity Contact

High Capacity Contact
Center Configuration High Capacity Contact High Capacity Contact
Center Configuration
Server 1 Center Server 2 Center Server 4
Server 2
VIP 1 AE Services AE Services

High Capacity Contact High Capacity Contact

Center Server 1 Center Server 3
VIP 2 AE Services AE Services
VIP 3 VIP 4

Layer 2 Sub-segment Extended Layer 2 Network Layer 2 Sub-segment

Primary Primary/Secondary Secondary

Edge Router Edge Relationship Edge Router

Enterprise Network
Router 3 Router 4

Client 1 Client 2
IGP/ BGP Route Advertisement
Active component Primary route Active AE Services server
with a lower routing cost
IGP/ BGP Route Advertisement
Alternate component Secondary route Alternate AE Services server
with a higher routing cost
1

2 Related links
3 Avaya High Capacity Contact Center deployment environments on page 11
4 Call Management System high availability on page 49

6 Layer 2 connectivity
7 Avaya High Capacity Contact Center provides Layer 2 connectivity between data centers for VIP
8 sharing. Layer 2 is the network layer that Avaya High Capacity Contact Center uses to transfer
9 data between data centers on the same network. Two Layer 2 circuits are extended between data
10 centers to ensure high availability and network redundancy. Using Layer 2 circuits, active
11 components share the status of active calls with alternate components.
12 Avaya High Capacity Contact Center provides alternative IP routing so that the extended Layer 2
13 network is available for access from external components, such as endpoints and Session Border
14 Controller. Data centers have edge routers that advertise the routing information for external
15 components using IGP and BGP routing protocols. Implementation personnel configure edge
16 routers so that they advertise the route to the primary data center with a lower routing cost and the
17 route to the secondary data center with a higher routing cost. Routers outside of the enterprise
18 network use the route with a lower cost as a primary route to VIP and send call traffic to the

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 Geo-redundant High Availability overview

1 primary data center through it. If a network failure occurs, routers send the traffic data to active
2 components using the extended Layer 2 network.

4 Configuration Server High Availability in the geo-redundant High

5 Availability configuration

6 In the geo-redundant High Availability configuration, each Avaya High Capacity Contact Center
7 data center contains a Configuration Server. The Configuration Server in the primary data center
8 is active and hosts the VIP. The Configuration Server in the secondary data center is in alternate
9 mode.
10 When Avaya High Capacity Contact Center loses connection to the active Configuration Server,
11 the alternate server in the secondary data center becomes active and starts hosting the VIP. Using
12 Layer 2 network extended between data centers, the Configuration Server in the secondary data
13 center can communicate with active High Capacity Contact Center Server in the primary data
14 center. When Avaya High Capacity Contact Center restores the connection to the Configuration
15 Server in the primary data center, you can switch back to the server. The server becomes active
16 again and holds the VIP.
17 If the primary data center fails, the alternate Configuration Server along with the alternate High
18 Capacity Contact Center Server in the secondary data center take over the corresponding VIPs,
19 become active, and connect with each other. When the connection to the primary data center is
20 restored, your contact center can fail back to that data center.

21

22 High Capacity Contact Center Server High Availability overview in

23 the geo-redundant High Availability configuration

24 In the geo-redundant High Availability configuration, each data center contains two High Capacity
25 Contact Center Server instances. One server in the primary data center is active and hosts the
26 VIP. All other servers are in alternate node.
27 When the active High Capacity Contact Center Server in the primary data center fails, the
28 alternate server in the same data center becomes active and starts hosting the VIP. The
29 connection between the currently active High Capacity Contact Center Server and the active
30 Configuration Server does not fail. When Avaya High Capacity Contact Center restores the
31 connection to the failed High Capacity Contact Center Server, you can switch back to the server.
32 The server becomes active again and holds the VIP.
33 In case of the primary data center failure, the alternate High Capacity Contact Center Server in the
34 secondary data center becomes active. The alternate Configuration Server in the secondary data
35 center also takes over the corresponding VIP and connects to the currently active High Capacity
36 Contact Center Server. When the connection to the primary data center is restored, your contact
37 center can fail back to that data center.

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 High Availability overview

2 Application Enablement Services High Availability overview in the

3 geo-redundant High Availability deployment

4 AE Services provides computer telephony integration (CTI) with an enhanced set of telephony
5 APIs, protocols, and web services for application developers, third-party software vendors, and
6 implementation engineers.
7 Avaya High Capacity Contact Center provides one active and one alternate AE Services server in
8 each data center. Each AE Services server has a distinct local IP address. Each active AE
9 Services server in the active/alternate pair has a VIP shared across the extended Layer 2 network.
10 With Layer 2 circuits, active servers share the status of active calls with alternate servers.
11 CTI applications that primarily run on external servers can connect to two AE Services servers.
12 These CTI applications connect to both VIPs. Other CTI applications, which primarily run on
13 computers, connect to only one active AE Services server.
14 AE Services servers in the active/alternate pair run in different data centers without affecting
15 operation of CTI applications that connect to only one AE Services server in case of a data center
16 failure. If one active AE Services server fails, the alternate server takes over the VIP and becomes
17 active. When the originally active AE Services server fails, CTI applications drop the CTI link
18 connection with that server and reestablish the connection with the server that takes over the VIP.
19 For dually connected CTI applications, the CTI link failure does not affect CTI application
20 messaging as second active AE Services server continues to operate. The CTI link failure might
21 affect messaging for CTI applications that connect to only one active AE Services server.

22

23 Split-brain scenario
24 Avaya High Capacity Contact Center constantly checks the status of its components using Layer 2
25 circuits extended between data centers and the connection between the primary and secondary
26 edge routers. If all these connections fail, alternate servers stop receiving the status data of active
27 servers and a split brain of Avaya High Capacity Contact Center occurs. A split brain results in an
28 alternate server in the secondary data center taking over VIP, when the original active server is
29 still active and keeps processing call traffic that comes to VIP. Both servers start advertising the
30 same IP subnet and become isolated from each other. The call traffic might get split across
31 multiple active components.
32 If a split brain occurs, routers continue using the route advertised with a lower cost as a primary
33 route to send traffic to original active servers. When the Layer 2 or edge router connectivity is
34 established again, components in the secondary data center stop being active, and Avaya High
35 Capacity Contact Center resumes normal operation.
36 The following diagram provides an overview of data networking in case of split brain:

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 Geo-redundant High Availability overview

Primary Data Center Secondary Data Center

Active Active

High Capacity Contact High Capacity Contact

Center Component 1 Center Component 2
VIP VIP

Layer 2 Sub-segment Extended Layer 2 Network Layer 2 Sub-segment

Primary Primary/Secondary Secondary

Edge Router Edge Relationship Edge Router

Enterprise Network

Router 3 Router 4 Primary route

Secondary route

Traffic route

Client 1 Client 2
1

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 1 Chapter 10: Licensing requirements

2 Licensing enforcement
3 The Avaya High Capacity Contact Center solution provides a perpetual license for a fixed number
4 of logged-in agents. The licensed number of agents must correspond to the operating capacity of
5 your organization.
6 Avaya High Capacity Contact Center provides the concurrent user license, which means that only
7 the specified number of agents can access and use the Avaya High Capacity Contact Center
8 solution simultaneously, but without regard to the named agent. When more agents try to log in,
9 Avaya High Capacity Contact Center denies them access until a license becomes available.

10 Licensing overview
11 Avaya provides a Web-based License Manager to manage Avaya High Capacity Contact Center
12 license. To track and manage licenses, WebLM requires a license file from Product Licensing and
13 Delivery System (PLDS). For more information about PLDS, see https://plds.avaya.com.

14 License modes
15 Avaya High Capacity Contact Center uses the following modes for license checking:
Mode Description
License Normal mode Avaya High Capacity Contact Center has access to the WebLM server
and shares the latest license information.
Table continues…

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 License modes

Mode Description
License Error mode Avaya High Capacity Contact Center enters license error mode under one
of the following conditions:
• Avaya High Capacity Contact Center cannot connect to the WebLM
server for more than two days.
• The WebLM server cannot find the license.
• Invalid license installed on the WebLM server
• Expired license installed on the WebLM server
Avaya High Capacity Contact Center enters License Error mode for 60
days. Avaya High Capacity Contact Center goes back to License Normal
mode when you clear all license violations.
If the system is in License Error mode for more than 60 days, Avaya High
Capacity Contact Center enters License Restricted mode.
License Restricted mode Avaya High Capacity Contact Center is in License Restricted mode if you
do not install a license after deploying your contact center or if your
contact center is in License Error mode for more than 60 days. In License
Restricted mode, Avaya limits the Avaya High Capacity Contact Center
capacity to 5 concurrent agents.

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 1 Chapter 11: Security overview

2 For Avaya High Capacity Contact Center, the implementation personnel is responsible for setting
3 the security configuration on your network and for configuring the security features.
4 Avaya High Capacity Contact Center security features
5 • AE Services security: To manage user access. For more information about AE Services
6 security features, see the security section in Administering Application Enablement Services for
7 Avaya High Capacity Contact Center.
8 • Data privacy and protection: To store the caller data using security encryption and hashing
9 mechanisms.
10 • Permission sets: To secure access to certain Avaya High Capacity Contact Center features,
11 such as Service Observing and Direct Agent Call. You can also lock agent endpoints when no
12 one uses the endpoint by assigning a permission set that restricts outbound calls.
13 • Recorded announcements: To indicate that Avaya High Capacity Contact Center is monitoring
14 and recording the call.
15 • Remote Service Observing: To prevent unauthorized users from observing calls from remote
16 devices.
17 • Security certificates: To establish a secure Transport Layer Security (TLS) connection between
18 Avaya High Capacity Contact Center components and authenticate the client and server.

19 Data privacy and protection

20 Avaya High Capacity Contact Center stores caller information in log files. Avaya High Capacity
21 Contact Center uses announcements to notify the caller that the contact center collects the caller
22 data and records the call. By continuing the call, the caller agrees to data storage. Avaya High
23 Capacity Contact Center also stores agent information, such as agent names and phone numbers,
24 in the internal database and log files. When installing an operating system during deployment, you
25 must enable disk encryption to protect the caller and agent data.
26 The system administrator can also configure the log retention period on Application Enablement
27 Services to store data for the specified time. By default, the log retention period is 30 days. For
28 more information, see the log file management section in Administering Application Enablement
29 Services for Avaya High Capacity Contact Center.

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 Media security

1 Media security
2 Avaya High Capacity Contact Center supports Real-time Transport Protocol for transmitting media
3 to and from the data center. If you require secure connections, you must install Session Border
4 Controller outside Avaya High Capacity Contact Center to use Secure Real-time Transport
5 Protocol for media transmission. For more information about a Session Border Controller, see
6 Avaya Session Border Controller for Enterprise Overview and Specification.

7 Signaling security
8 Avaya High Capacity Contact Center supports TLS encryption for secure signaling transport. The
9 TLS encryption secures the transmission of the SIP and HTTP messages with contact center
10 endpoints and between the solution components in the same data center.

11 Certificate management
12 All server components of Avaya High Capacity Contact Center require identity and trusted
13 Certificate Authority (CA) root certificates for establishing a secure TLS connection, and client and
14 server authentication. The trusted CA signs the identity certificates. The system administrator
15 must import all certificates into the Avaya High Capacity Contact Center truststore.
16 The administrator must install the certificates for the Avaya High Capacity Contact Center
17 components that use a TLS connection, such as the High Capacity Contact Center Server, High
18 Capacity Contact Center Configuration Server, Application Enablement Services interface, and
19 Call Management System interface. Data centers in the same High Availability group and contact
20 center endpoints also use a TLS connection and require the trusted CA root certificate.
21 Avaya High Capacity Contact Center supports certificate revocation. CAs keep track of SSL
22 certificates. After the CA revokes an SSL certificate, the CA retrieves the certificate serial number
23 and adds it to the certificate revocation list.
24 For more information about certificate installation and revocation, see the certificate installation
25 section in Deploying Avaya High Capacity Contact Center.

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1 Chapter 12: Resources

2 Documentation
Title Use this document to Audience
Overview
Avaya High Capacity Contact Center Understand high-level product functionality, Customers and
Overview and Specification performance specifications, security, and sales, services, and
licensing. support personnel
Implementing
Deploying Avaya High Capacity Install and configure Avaya High Capacity Implementation
Contact Center Contact Center. personnel
Migrating to Avaya High Capacity Migrate from Avaya Aura® Call Center Elite Implementation
Contact Center to Avaya High Capacity Contact Center. personnel
Administering
Administering Avaya High Capacity Administer and manage Avaya High Implementation
Contact Center Capacity Contact Center. personnel
Administering Application Administer and manage Application Implementation
Enablement Services for Avaya High Enablement Services for integration with personnel
Capacity Contact Center Avaya High Capacity Contact Center.
Maintaining
Maintaining Avaya High Capacity Perform basic maintenance procedures and • System
Contact Center troubleshoot Avaya High Capacity Contact administrators
Center services.
• Customers and
sales, services,
and support
personnel

4 Finding documents on the Avaya Support website

5 Procedure
6 1. Go to https://support.avaya.com.
7 2. At the top of the screen, type your username and password and click Login.
8 3. Click Support by Product > Documents.

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 Documentation

1 4. In Enter your Product Here, type the product name and then select the product from the
2 list.
3 5. In Choose Release, select the appropriate release number.
4 The Choose Release field is not available if there is only one release for the product.
5 6. In the Content Type filter, click a document type, or click Select All to see a list of all
6 available documents.
7 For example, for user guides, click User Guides in the Content Type filter. The list only
8 displays the documents for the selected category.
9 7. Click Enter.

10

11 Avaya Documentation Center navigation

12 For some programs, the latest customer documentation is now available on the Avaya
13 Documentation Center website at https://documentation.avaya.com.
Important:
14 For documents that are not available on Avaya Documentation Center, click More Sites >
15 Support on the top menu to open https://support.avaya.com.
16 Using the Avaya Documentation Center, you can:
17 • Search for keywords.
18 To filter by product, click Filters and select a product.
19 • Search for documents.
20 From Products & Solutions, select a solution category and product, and then select the
21 appropriate document from the list.
22 • Sort documents on the search results page.

23 • Click Languages ( ) to change the display language and view localized documents.
24 • Publish a PDF of the current section in a document, the section and its subsections, or the
25 entire document.
26 • Add content to your collection using My Docs ( ).
27 Navigate to the Manage Content > My Docs menu, and do any of the following:
28 - Create, rename, and delete a collection.
29 - Add topics from various documents to a collection.
30 - Save a PDF of the selected content in a collection and download it to your computer.
31 - Share content in a collection with others through email.
32 - Receive collection that others have shared with you.

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 Resources

1 • Add yourself as a watcher using the Watch icon ( ).

2 Navigate to the Manage Content > Watchlist menu, and do the following:
3 - Enable Include in email notification to receive email alerts.
4 - Unwatch selected content, all content in a document, or all content on the Watch list page.
5 As a watcher, you are notified when content is updated or deleted from a document, or the
6 document is removed from the website.
7 • Share a section on social media platforms, such as Facebook, LinkedIn, and Twitter.
8 • Send feedback on a section and rate the content.
Note:
9 Some functionality is only available when you log in to the website. The available functionality
10 depends on your role.

11 Viewing Avaya Mentor videos

12 Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
13 Avaya products.
14 About this task
15 Videos are available on the Avaya Support website, listed under the video document type, and on
16 the Avaya-run channel on YouTube.
17 • To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one of
18 the following:
19 - In Search, type Avaya Mentor Videos, click Clear All and select Video in the Content
20 Type.
21 - In Search, type the product name. On the Search Results page, click Clear All and select
22 Video in the Content Type.
23 The Video content type is displayed only when videos are available for that product.
24 In the right pane, the page displays a list of available videos.
25 • To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do
26 one of the following:
27 - Enter a key word or key words in the Search Channel to search for a specific product or
28 topic.
29 - Scroll down Playlists, and click a topic name to see the list of videos available for the topic.
30 For example, Contact Centers.

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 Support

Note:
1 Videos are not available for all products.

2 Support
3 Go to the Avaya Support website at https://support.avaya.com for the most up-to-date
4 documentation, product notices, and knowledge articles. You can also search for release notes,
5 downloads, and resolutions to issues. Use the online service request system to create a service
6 request. Chat with live agents to get answers to questions, or request an agent to connect you to a
7 support team if an issue requires additional expertise.

9 Using the Avaya InSite Knowledge Base

10 The Avaya InSite Knowledge Base is a web-based search engine that provides:
11 • Up-to-date troubleshooting procedures and technical tips
12 • Information about service packs
13 • Access to customer and technical documentation
14 • Information about training and certification programs
15 • Links to other pertinent information
16 If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you
17 can access the Knowledge Base without extra cost. You must have a login account and a valid
18 Sold-To number.
19 Use the Avaya InSite Knowledge Base for any potential solutions to problems.
20 1. Go to http://www.avaya.com/support.
21 2. Log on to the Avaya website with a valid Avaya user ID and password.
22 The system displays the Avaya Support page.
23 3. Click Support by Product > Product-specific Support.
24 4. In Enter Product Name, enter the product, and press Enter.
25 5. Select the product from the list, and select a release.
26 6. Click the Technical Solutions tab to see articles.
27 7. Select relevant articles.

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Index
Special Characters collection (continued)
edit name ......................................................................63
# step ................................................................................... 24 generating PDF ............................................................ 63
sharing content ............................................................. 63
collect step ...........................................................................26
A consider step ....................................................................... 27
active VDN name display .....................................................36 contact center
adjunct routing ..................................................................... 25 thresholds ..................................................................... 40
agent contact center thresholds .....................................................40
work modes .................................................................. 42 content
agent greeting ......................................................................41 publishing PDF output .................................................. 63
agent login ........................................................................... 41 searching ...................................................................... 63
agent login feature button .............................................41 sharing ..........................................................................63
CTI application ..............................................................41 sort by last updated ...................................................... 63
agent logout ......................................................................... 42 watching for updates .................................................... 63
agent modes ........................................................................ 42 coverage path
agent work modes ............................................................... 42 voice mail ......................................................................33
announcement step ............................................................. 25 CWC .................................................................................... 43
auto answer
zip tones ....................................................................... 44 D
auto dial ............................................................................... 33
auto-in work mode ............................................................... 43 DAC ..................................................................................... 37
automatic answer .................................................................44 data networking
Avaya support website .........................................................65 split-brain ...................................................................... 56
data privacy ......................................................................... 60
data protection ..................................................................... 60
B deployment environment
busy step ............................................................................. 25 geo-redundant HA ........................................................ 53
local HA ........................................................................ 51
deployment environments .................................................... 11
C dial plan
call types .......................................................................18
call conference .....................................................................34
overview ....................................................................... 18
call hold ................................................................................35
direct agent calling ...............................................................37
call recording ....................................................................... 37
disconnect step ....................................................................27
call routing ........................................................................... 31
documentation ..................................................................... 62
EAD .............................................................................. 31
documentation center .......................................................... 63
EBP .............................................................................. 32
finding content .............................................................. 63
enterprise behavioral routing ........................................ 32
navigation ..................................................................... 63
expert agent distribution ............................................... 31
documentation portal ........................................................... 63
UCD ..............................................................................31
finding content .............................................................. 63
uniform call distribution .................................................31
navigation ..................................................................... 63
call transfer .......................................................................... 34
call types ..............................................................................18
call vectoring ........................................................................22 E
call work codes .................................................................... 43
certificate management ....................................................... 61 emergency calling ................................................................36
check skill step enterprise behavioral routing ............................................... 32
conditions ..................................................................... 26 expert agent distribution ...................................................... 31
check step ............................................................................26 extended layer 2 .................................................................. 54
CMS high availability ........................................................... 49
collection
delete ............................................................................63

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 Index

F media security ......................................................................61

messaging step ....................................................................27
feature overview .................................................................. 33 music on hold .......................................................................35
features My Docs ...............................................................................63
overview ....................................................................... 33
finding content on documentation center .............................63
forced agent logout
N
clock time ......................................................................38 network location ...................................................................20
notices .....................................................................................
G number adaptation
overview ....................................................................... 18
geo-redundant ha .......................................................... 55, 56
ae services ................................................................... 56
high capacity contact center server .............................. 55
O
geo-redundant HA ..........................................................11, 53 office location ....................................................................... 20
geo-redundant high availability ................................ 53, 55, 56 overview
goto step .............................................................................. 27 High Capacity Contact Center solution ...........................8

H P
hardware permission sets ....................................................................19
requirements .................................................................17 product compatibility ............................................................ 15
high availability .............................................................. 49, 55 purpose ..................................................................................7
CMS ..............................................................................49
configuration server ...................................................... 55
High Capacity Contact Center Q
overview ......................................................................... 8
queue-to step .......................................................................28
High Capacity Contact Center components
overview ......................................................................... 8
holiday table .........................................................................20 R
reason codes ....................................................................... 45
I redirection on IP failure ........................................................38
redirection on no answer ..................................................... 38
InSite Knowledge Base ........................................................65
related documentation ......................................................... 62
remote service observing .....................................................47
L required knowledge ............................................................... 7
required skills .........................................................................7
layer 2 connectivity .............................................................. 54 return step ............................................................................28
layer 2 network .................................................................... 54 ROIF .................................................................................... 38
legal page ................................................................................ RONA .................................................................................. 38
license modes ......................................................................58 route-to step .........................................................................28
licensing
enforcement ..................................................................58
overview ....................................................................... 58 S
local ha ................................................................................ 53
searching for content ........................................................... 63
ae services ................................................................... 53
security
high capacity contact center server .............................. 53
data privacy .................................................................. 60
local HA ..........................................................................11, 51
data protection ..............................................................60
local high availability ...................................................... 51, 53
overview ....................................................................... 60
locations ...............................................................................20
security overview ................................................................. 60
service hours table ...............................................................20
M service observing ...........................................................28, 45
agent login ID ............................................................... 46
manual-in work mode .......................................................... 43 endpoint extension ....................................................... 46
maximum overall capacities .................................................16 remote .......................................................................... 47
media handling .................................................................... 19 VDN extensions ............................................................46

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Index

serv-obsrv step .................................................................... 28 vector steps (continued)

set step ................................................................................ 29 wait-time ....................................................................... 29
shared user-to-user information ...........................................39 vector variables ....................................................................23
shared UUI ...........................................................................39 videos .................................................................................. 64
sharing content .................................................................... 63 VIP ....................................................................................... 49
signaling security ................................................................. 61 virtual IP address ................................................................. 49
simplex .................................................................................50 VOA ..................................................................................... 39
simplex deployment ............................................................. 11 voice mail .............................................................................33
sip server VuStats ................................................................................ 47
overview ....................................................................... 19 interactions ................................................................... 48
software VuStats interactions ............................................................. 48
requirements .................................................................17
sort documents by last updated ...........................................63
stop step .............................................................................. 29
W
stroke counts ....................................................................... 44 wait-time step .......................................................................29
support .................................................................................65 wait treatment ...................................................................... 39
watch list .............................................................................. 63
T work mode
auto-in ...........................................................................43
third-party products ..............................................................15 manual-in ......................................................................43
time zones ........................................................................... 20
topology ................................................................................. 9

U
uniform call distribution ........................................................ 31

V
VDN
variables ....................................................................... 22
VDN of origin announcement ...............................................39
VDNs ................................................................................... 22
VDN variables ......................................................................22
vector directory numbers ..................................................... 22
vector overview ....................................................................23
vectors ................................................................................. 23
variables ....................................................................... 23
vector steps
# ....................................................................................24
adjunct .......................................................................... 25
announcement ..............................................................25
busy .............................................................................. 25
check ............................................................................ 26
collect ........................................................................... 26
consider ........................................................................ 27
description .................................................................... 24
disconnect .................................................................... 27
goto ...............................................................................27
messaging .................................................................... 27
queue-to ....................................................................... 28
return ............................................................................ 28
route-to ......................................................................... 28
serv-obsrv .....................................................................28
set .................................................................................29
stop ...............................................................................29

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