Avaya Contact Center Control Manager
What if you could…
Enable the helpdesk to handle all password reset requests (field level
RBAC)
Capture the specifics of every administrative change, with rollback
(enhanced Audit log at field level)
Add users to CC environment directly from AD (LDAP integration)
Do all of this with HW that can be virtualized
Monitor current license usage (Central license tracker)
Allow end users to manage phone buttons (Visual phone)
Single tool to provision across all apps
© 2010 Avaya Inc. All rights reserved.
1
Requires purchase of additional connectors
Contact Center Control Manager
Welcome to Contact Center Control Manager
© 2010 Avaya Inc. All rights reserved.
Proactive
Outreach
Manager
Avaya Aura
Performance
Center
Avaya Aura
Avaya
Aura
Experience
Voice
Portal
Portal
Avaya
Avaya
Aura
Aura
WFO
WFO
Avaya Aura
Avaya
Aura
Contact Center
Contact
Center Deskphones
Avaya Aura
Comm.
Manager
App.
Enablement
Services
Avaya Aura
Session Manager
Contact Center Administration
Prior to Control Manager…
These all work “as designed” but will seem a bit stodgy to use by the occasional
“non-expert” user
© 2010 Avaya Inc. All rights reserved.
4
Contact Center Administration
…with Control Manager
© 2010 Avaya Inc. All rights reserved.
5
Contact Center Control Manager
Overview
 Provides centralized operational
administration for Avaya Contact Center suite
 Supports multiple Avaya CMs
–
Multi-site and multi-tenant environments
–
Centralized management
–
Single intuitive interface
 Features an advanced security engine that includes roles based access
controls (permissions) integrated to Microsoft active directory
 Includes a visual call flow designer for CC Elite that allows users to
intuitively design:
–
Vectors, Variables-in-Vectors, VDN Variables, Holiday Tables, Vector Routing
Tables, Service Hours Tables and Policy Routing Tables for Percent Allocation
An Intuitive Web Based Centralized Administration Solution for
Contact Center environments
© 2010 Avaya Inc. All rights reserved.
6
Contact Center Control Manager
Topology
Control Manager Application
HA License
Family
Connectors
CM & CC Elite
• CM Small/Medium
(includes 2 Administrator licenses)
• CM Large
(includes 2 Administrator licenses)
Administrator License
Connectors
• Multi CM (>3)
(includes 2 Administrator licenses)
Intelligent Routing
• ICR
Multichannel
• CCE
• IC
• AACC (included with CM connector)
Reporting
• CMS
• IQ
Outbound
• PC
• POM
IVR
• VP
• AAEP
Desktop
• one-X Agent
WFO
• Recorder
• WFO Suite
Customer Provided HW
Application Platform
Microsoft .NET Framework 3.5
AJAX
Database
MSSQL 2005/8 Standard edition
MSSQL 2005/8 Enterprise edition
MSSQL 2005/8 Express
OS
Windows 2003/8 Standard edition
Windows 2003/8 Enterprise edition
Hardware
Quad Core, 2GB RAM, 72GB HD for
single server deployment
Supports VMWare: ESXI 3.x , 4.x; VSphere
© 2010 Avaya Inc. All rights reserved.
7
Audit Log Captures much more than CM List
History
For any object,
click on ‘Audit Log’ button
© 2010 Avaya Inc. All rights reserved.
All Changes are listed at a High Level with Drill Down
and Rollback Capability
Select changes to compare (for
example the first and last)
View all changes made on the
object
© 2010 Avaya Inc. All rights reserved.
This Screen Illustrates the “Specifics of the Change”
Click ‘Rollback’ to revert
to previous settings
View specific changes made,
by whom and when
© 2010 Avaya Inc. All rights reserved.
New with Avaya Contact Center Control Manager 6.3
(December 2011)
Sphere Search Engine
© 2010 Avaya Inc. All rights reserved.
11
Bring the Web to the Contact Center
Simple “Google like page” that brings you
everywhere you want to go in the contact center
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Easy and Intuitive to Use
Just start typing what you want to do in free text
and the system will suggest relevant options
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Find Everything You Need to Know
Audit log links can
show you the last
changes done in the
system related to
“your request”
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Get all the results on same screen
where everything that is linked to your
request will be displayed
based on an advanced algorithm
Find Everything You Need to Know
Every result is a link directly to the
administration screen that allows you to
modify your environment
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Find Help Everywhere You Can
You can move between
search criteria:
1. Your Avaya Environment
2. Product Documentation
3. Usage Information
4. User Group (IAUG/Local)
5. Web
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Documentation Search Made Easy
Get access directly to the part of the
document that can help you
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
User Group Integration
Find solutions directly in the
International Avaya Users
Group (IAUG) forum from the
same screen!
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Bring the Web to the Contact Center
Simple “Google like page” that brings you
everywhere you want to go in the contact center
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Easy and Intuitive to Use
Just start typing what you want to do in free text
and the system will suggest relevant options
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Find Everything You Need to Know
Audit log links can
show you the last
changes done in the
system related to
“your request”
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Get all the results on same screen
where everything that is linked to your
request will be displayed
based on an advanced algorithm
Find Everything You Need to Know
Every result is a link directly to the
administration screen that allows you to
modify your environment
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Find Help Everywhere You Can
You can move between
search criteria:
1. Your Avaya Environment
2. Product Documentation
3. Usage Information
4. User Group (IAUG/Local)
5. Web
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
Documentation Search Made Easy
Get access directly to the part of the
document that can help you
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
User Group Integration
Find solutions directly in the
International Avaya Users
Group (IAUG) forum from the
same screen!
Confidential – ITNAVIGATOR LTD.
© 2010 Avaya Inc. All rights reserved.
New with Avaya Contact Center Control Manager 6.3
(December 2011)
Central License Tracker
© 2010 Avaya Inc. All rights reserved.
26
Step 1 – Define Your Systems to be Tracked
You can control
how much
history that you
wish to store
Configure the
desired
systems to be
tracked by
ACCCM
© 2010 Avaya Inc. All rights reserved.
How do you
want your
ACCCM to
check for
license
changes
(expressed in #
of minutes)?
Step 2A – Configure Your Desired Notifications
Configure your
desired Notifications
© 2010 Avaya Inc. All rights reserved.
Step 2B – Defining Notifications
Define your desired
Notification Recipient
Define your desired
Notification Type
Define your desired
Notification Rules
© 2010 Avaya Inc. All rights reserved.
Included Real-Time and Historical License
Monitoring Reporting Examples
Navigate between your desired
Real-Time and Historical Views
Select which of
your systems to
display (All= All
tracked systems)
© 2010 Avaya Inc. All rights reserved.
Review your preferred
Information Charting
Visualization of Results
ACCCM 6.3 License Tracker – Web User Interface
Personalized Web
Interface that supports
“drag and drop with ability
to resize every element
that can be displayed
on the screen.”
Absolutely No (zero) Client
Installation is required and
you can monitor your
licenses from anywhere
in the world.
© 2010 Avaya Inc. All rights reserved.
Step 1 – Define Your Systems to be Tracked
You can control
how much
history that you
wish to store
Configure the
desired
systems to be
tracked by
ACCCM
© 2010 Avaya Inc. All rights reserved.
How do you
want your
ACCCM to
check for
license
changes
(expressed in #
of minutes)?
Step 2A – Configure Your Desired Notifications
Configure your
desired Notifications
© 2010 Avaya Inc. All rights reserved.
Step 2B – Defining Notifications
Define your desired
Notification Recipient
Define your desired
Notification Type
Define your desired
Notification Rules
© 2010 Avaya Inc. All rights reserved.
Included Real-Time and Historical License Monitoring
Reporting Examples
Navigate between your desired
Real-Time and Historical Views
Select which of
your systems to
display (All= All
tracked systems)
© 2010 Avaya Inc. All rights reserved.
Review your preferred
Information Charting
Visualization of Results
Avaya Contact Center Control Manager 6.3
License Tracker – Web User Interface
Personalized Web
Interface that supports
“drag and drop with ability
to resize every element
that can be displayed
on the screen.”
Absolutely No (zero) Client
Installation is required and
you can monitor your
licenses from anywhere
in the world.
© 2010 Avaya Inc. All rights reserved.