Avaya Contact Center Control Manager What if you

What if you could… 4 Enable the helpdesk to handle all password reset requests

Contact Center Control Manager Welcome to Contact Center Control Manager © 2010 Avaya Inc.

Contact Center Administration Prior to Control Manager… These all work “as designed” but will

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

Contact Center Control Manager Overview 4 Provides centralized operational administration for Avaya Contact Center

Contact Center Control Manager Topology Control Manager Application HA License Family Connectors CM &

Audit Log Captures much more than CM List History For any object, click on

All Changes are listed at a High Level with Drill Down and Rollback Capability

This Screen Illustrates the “Specifics of the Change” Click ‘Rollback’ to revert to previous

New with Avaya Contact Center Control Manager 6. 3 (December 2011) Sphere Search Engine

Bring the Web to the Contact Center Simple “Google like page” that brings you

Easy and Intuitive to Use Just start typing what you want to do in

Find Everything You Need to Know Audit log links can show you the last

Find Everything You Need to Know Every result is a link directly to the

Find Help Everywhere You Can You can move between search criteria: 1. Your Avaya

Documentation Search Made Easy Get access directly to the part of the document that

User Group Integration Find solutions directly in the International Avaya Users Group (IAUG) forum

New with Avaya Contact Center Control Manager 6. 3 (December 2011) Central License Tracker

Step 1 – Define Your Systems to be Tracked You can control how much

Step 2 A – Configure Your Desired Notifications Configure your desired Notifications © 2010

Step 2 B – Defining Notifications Define your desired Notification Recipient Define your desired

Included Real-Time and Historical License Monitoring Reporting Examples Navigate between your desired Real-Time and

ACCCM 6. 3 License Tracker – Web User Interface Personalized Web Interface that supports

Avaya Contact Center Control Manager 6. 3 License Tracker – Web User Interface Personalized

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Avaya Contact Center Control Manager

What if you could… 4 Enable the helpdesk to handle all password reset requests (field level RBAC) 4 Capture the specifics of every administrative change, with rollback (enhanced Audit log at field level) 4 Add users to CC environment directly from AD (LDAP integration) 4 Do all of this with HW that can be virtualized 4 Monitor current license usage (Central license tracker) 4 Allow end users to manage phone buttons (Visual phone) 4 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 Experience Voice Portal Avaya Aura WFO Avaya Aura Contact Center Deskphones Avaya Aura Comm. Manager App. Enablement Services Avaya Aura Session Manager

Contact Center Control Manager Overview 4 Provides centralized operational administration for Avaya Contact Center suite 4 Supports multiple Avaya CMs – Multi-site and multi-tenant environments – Centralized management – Single intuitive interface 4 Features an advanced security engine that includes roles based access controls (permissions) integrated to Microsoft active directory 4 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, 2 GB RAM, 72 GB HD for single server deployment Supports VMWare: ESXI 3. x , 4. x; VSphere © 2010 Avaya Inc. All rights reserved. 7

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.

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.

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)?

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.

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.