Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Avaya Contact Center Express 4.0 Technical Introduction. - презентация

1 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Avaya Contact Center Express 4.0 Technical Introduction

2 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 4.0 INTRODUCTION Contact Center Express 2

3 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Introduction The purpose of this presentation is to: – Identify the new features and functions of the CCE 4.0 release – Identify any configuration changes to existing CCE components – Identify the legacy components that will be removed from this version

4 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Contact Center Express 4.0 Resources Delta training for people experienced in CCE 3. x is available at Community support is available at Knowledgebase information is available at 4

5 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Contact Center Express 4.0 Released The release of CCE 4.0 marks the end of support for CCE 2.x. No further development will be done for this version as all known issues have been resolved in later versions of CCE. CCE 3. x moves in to maintenance mode. The current release is CCE and updates for this release will be rolled in to a new release expected to be delivered in Q3 of the 2009 calendar year. Issues will be investigated and where necessary updates supplied, however enhancement requests will not be applied to this version. CCE 4.0 becomes the current development release to which enhancement requests will be considered. Enhancement requests are now being managed by Avaya who will determine their inclusion in either CCE 4. x or 5.x. 5

6 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Retired Applications and Components The following applications are no longer part of the Contact Center Express product suite as of 4.0 – CCE Wallboard (standalone component) Replaced by the Wallboard plugin to CCE Desktop – CCE Agent Replaced by CCE Desktop – CCE IVR Server and AIVR DIP Replaced by CCE Virtual Agent for VP and AIR 3. x and above – ActiveX development component Replaced by.Net assemblies and plugin development tools 6

7 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Reporting - Primary Purpose of CCE 4.0 Changing the reporting engine to Microsoft SQL Server Reporting Services (SSRS). Restructuring the backend CCE databases to: – allow additional information to be stored for greater reporting capability – reduce duplication of data by IDS and Mediastore databases – deliver a mechanism for archiving of data while maintaining reporting across the archives Development of a new component called Voice Mediastore to capture voice interaction data for both reporting purposes and utilization by applications such as CCE Desktop and IVRs. 7

8 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Other New Functionality in CCE 4.0 A new component called Virtual Agent which when combined with: – Web Service worker will enable closer integration with Voice Portal and Avaya IR to access and add or delete information to voice interactions. – Outbound worker will enable s and SMS text messages to be automatically sent out. Closer integration with AES allowing CCE to function without the need for TSAPI licensing. Additional CCE Desktop CTI functionality by including a DMCC connection through AES. The beginning of centralized alarm gathering and notification of these alarms. 8

9 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Changes to Installation Prerequisites The CCE Reporting application requires the installation and configuration of Microsoft's SQL Server Reporting Services (SSRS). – Internet Information Services (IIS) is a prerequisite for the installation of Microsoft SSRS Where AES Client installation is required, for IDS, CRS and XML services or CCE Supervisor application, the minimum AES Client version is as delivered on the CCE 4.0 installation DVD. 9

10 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. LICENSING REQUIREMENTS Contact Center Express 10

11 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Closer Association with AES 4.2 CCE IDS, Call Routing Server and XML Server now have options to instigate a named license challenge with AES. The named license challenge can only be completed over a secure TLink indicated by -S in the TLink name as shown below. AVAYA#PRODUCTION#CSTA-S#AES The Named License Challenge is not available for CCE Supervisor. This application still requires standard TSAPI Basic and TSAPI Advanced licenses to exist in AES. Note: Basic diagnostic tools such as Avaya TSTest do not work in a Named License only environment. 11

12 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. AES Named License 12

13 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 4.0 Licensing Requirements CCE 4.0 requires earlier version licenses to be updated. Current license types are: – CCE Voice 4.0 – CCE MultiMedia 4.0 – CCE IVR 4.0 – CCE MS-CRM 4.0 Where older components are not being updated but are required to continue to work, such as CCE IVR Server, CCE version 3. x and 4. x licenses can co-exist on the same License Director. – For example a CCE IVR Server can continue to work against a CCE IVR 3.0 license. 13

14 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 4.0 Licensing Requirements continued Voice Mediastore consumes a voice license. The Voice Mediastore opens one or more connections to the XML Server which by design will consume one CCE Voice license as a result of the open socket, for each connection. One connection from the Voice Mediastore is required as a minimum however more than one connection will be required if multiple groups of stations need to be defined for the Missed Call er as an example. This is the same as the Media Director connection to the XML Server consuming a single CCE Voice license where the Media Director is implemented. Note: This is not new. This is how CCE has worked from its first development. 14

15 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Virtual Agent Licensing Requirements CCE Virtual Agent will consume a CCE IVR 4.0 license for each station in Communication Manager associated with each Avaya Voice Portal port and monitored by Virtual Agent. or CCE Virtual Agent will consume a CCE Voice 4.0 license and a CCE MultiMedia 4.0 license for each Virtual Agent that is configured to process multimedia workitems as it does when associated with the Outbound worker. Note: this combination of voice and multimedia licenses is known as the MultiMedia User license from an Avaya sales view. 15

16 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Example of license requirement by application Application CCE VoiceCCE MultiMedia CCE IVR CCE Desktop Supervisor 2 00 Media Director 1 00 Voice Mediastore 1 (minimum)00 Virtual Agent IVR (webservice) 0024 Virtual Agent (outbound worker) 550 Total Take an example of a 100 seat contact center of which 80 seats will be voice only and 20 seats will be multimedia (and voice) and two supervisors. 5 Virtual Agents will be used to send outgoing SMS messages and a Voice Portal with 24 ports will be connected to CCE.

17 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. DATABASE CHANGES Contact Center Express 17

18 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Restructuring The Databases The request for improved reporting required the ability to acquire more data and to store it efficiently. More data meant that a mechanism was required to store and archive data without making the reporting more complex such as the need to find archived data. Past duplication of data in different databases needed to be eliminated. The result is a single operational database used as a means to access both current operational data and historical data contained in one or more historical databases. 18

19 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 4.0 Database Architecture 19

20 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ASMSData Databases ASMSData databases may be created as required using a simple stored procedure. For example if the customer has implemented CCE on SQL Express, each database in SQL Express has a 4 GB limit so additional databases may be established when nearing this limit. This stored procedure may be executed any number of times by the implementation engineer during installation, or at any time post installation. The time and date at which the new database is to be used is defined during the creation process. For example databases could be created to be used quarterly for the next three years. 20

21 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Creating Additional ASMSData Databases 21

22 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. REPORTING Contact Center Express 22

23 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Microsoft SQL Server Reporting Services Microsoft SSRS is the reporting engine of choice for CCE 4.0. It is a Microsoft application that may be implemented on either SQL Express, Standard or Enterprise versions of SQL server. When implemented on Microsoft SQL Express – Both reporting services and SQL server database engine must reside on the same physical server. – Report export options are limited to PDF and Excel format. – User access to reports is not managed. 23

24 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Advantages of Microsoft SSRS Reporting Transportable Report Definition Language (.rdl) files provide an easy means of delivering new or updated reports. Server side rendering of the report speeds up reporting and consumes less resources on the client PC. URL access provides report viewing and navigation functionality in a Web browser. A Report Development application is available and is part of the Microsoft Visual Studio suite. 24

25 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Report Design and Build 25

26 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Reporting Application 26

27 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Report Selection 27

28 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Reporting Function Buttons 28

29 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Report Input Parameters 29

30 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Reports – Text Based 30

31 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Reports - Graphical 31

32 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Deploying Report Files Report files are stored centrally on the Report Server making them available to all users based on user permissions. Deploying new or updated reports is managed using CCE Control Panel. Clicking refresh in the report selection window makes these reports available immediately. 32

33 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Managing Report Permissions 33

34 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Saving Report Input Criteria Report input criteria can be saved for retrieval later. For example a report with an interval of last week can be saved and run each week without having to input new dates. Reports saved in the local report directory will appear on a dropdown menu on the toolbar for quick access. Reports may also be saved in other locations so reports criteria may be shared. 34

35 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Real-time Reporting CCE Real-time Reporting has been brought forward into CCE 4.0. The Agent, Device and VDN reports are telephony based reports. The Queue report may be a blended Voice and Multimedia report. 35

36 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. VOICE MEDIASTORE Contact Center Express 36

37 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Purpose of Voice Mediastore The purpose of Voice Mediastore is to create an object that represents a voice call. This object is held by the Voice Mediastore and can be made available to other applications to add, read or delete additional information. Like the Interaction Data Server it is a central application for monitoring a number of telephony devices to capture CTI information. This information is stored for reporting purposes. The Interaction Data Server is still required at this stage to capture Agent and Skill related information and statistics. 37

38 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Example of Voice Mediastore Operation – The call may pass through a monitored VDN causing a Voice Workitem (CCE object) to be created. – The call is answered by Voice Portal that can read the delivery VDN and customer identifier from the Workitem and can write additional information as a result of interacting with the customer. – The call is transferred to an agent and the CCE Desktop retrieves information about the call from the Voice Mediastore as well as the CCE Program the call passed through. – The information can be displayed to the agent in a custom form or simply used to initiate a screen pop or other function – The agent closes the workitem using work codes presented which are specific to the program the call passed through, as well as any notes about the call in Workitem Notes. 38

39 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Voice Mediastore Operation

40 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Voice Mediastore Operation

41 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Voice Mediastore Operation

42 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Creating Voice Workitems To be able to create and update voice workitems, the Voice Mediastore monitors Stations, VDNs and Routing VDNs so as to receive CTI events associated with these devices. The default behaviour of the Voice Media Store is to collect the path of the call as it passes through Communication Manager and at the same time, record (for display to users) any user-to-user information and user- entered digits as part of the work item. To overcome any privacy issues with this behaviour, you can specify a list of VDNs you want to treat as private. As a result, Voice Media Store will not record user-to-user information and user-entered digits for these VDNs. 42

43 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Creating Voice Workitems continued The voice workitem is based on Communication Managers Unique Call ID (UCID) which is prerequisite for CCE operation. Voice Portal or other IVR must therefore be running a CTI application that would make the UCID of the call known. As the call passes through the Communication Manager, changes in call state are recorded by CCE against the workitem ID and make up the basis of cradle to grave reporting. The Voice Workitem information is stored in the CCE database for reporting purposes. 43

44 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Voice Programs A CCE Program is a collection of features and functions that can be applied to interactions that pass through the program. For voice these features and functions include: – Auto text – Basic and advanced WorkCodes – Forced WorkCode requirements Program override means that a call delivered initially as a sales call but queued to services as the result of menu selection in a vector, can either retain the original program settings or be overridden by the final VDN used to deliver the call. 44

45 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Voice Workitem – Agent View 45

46 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Customer History 46 By having a common object type across all media including Voice and matching customers using different criteria such as ANI, address or IM handle, it is now possible to view a customer history across all media channels.

47 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Voice Mediastore Additional Features Station Missed Call er – When a call is abandoned or diverted at station send an to an associated address with the ANI of the caller. Abandoned Call Assistant – Automatically create a call back request (Preview Contact) when a customer abandons a call in queue. Customer Requested Callback – Automatically create a call back request (Preview Contact) as a result of customer feedback in a vector. Customer Identification Assistant – Route a call based on the success or failure of customer identification. 47

48 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Station Missed Call er 48 The Station Missed Call utilises the ASContact database to match the station at which a call was abandoned with an address, and sends an with the details of the missed call.

49 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.49 The variables in the text are replaced with appropriate values such as CLI (ANI) and date and time. Station Missed Call er

50 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Abandoned Call Assistant When an abandoned call meets minimum requirements of call duration and optionally a known customer, a Preview Contact may be automatically generated. The delivery of the Preview Contact may be delayed. 50

51 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Customer Requested Callback When a call is routed to a specific VDN, a Preview Contact will be automatically generated using the customers ANI. Other options for the callback destination such as user input (collected digits) will be available in the next release of CCE. The delivery of the Preview Contact may be delayed. 51

52 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Customer Identification Assistant The Customer Identification Assistant will attempt to match the caller to a ASContact database using a number of criteria. The call will be routed to one of three destinations based on the success, failure or number of attempts at matching being exceeded. 52

53 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Configuring CCE Desktop for Voice Mediastore Operation A voice workitem is different from other media channels in that it is retrieved from the Voice Mediastore rather than delivered by Media Director. This means that the Media Director does not necessarily need to be deployed in a Voice Only environment. However it is the Media Director that makes the location of Mediastores known to CCE Desktop so two options exist. 53

54 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Deploying Voice Mediastore with Media Director 54 CCE Desktop may be configured to connect to the Media Director when the agent is voice only, without logging in to the Media Director and consuming a Multimedia license unnecessarily.

55 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Deploying Voice Mediastore without Media Director 55 If the Media Director is not implemented in a voice only environment, then the location of the Voice Mediastore will need to be listed in the CCE Desktop configuration.

56 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. VIRTUAL AGENT Contact Center Express 56

57 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Virtual Agent Overview Virtual Agent is a Contact Center Express service that allows the contact center to process work items using predefined functions called workers Virtual Agents may process work items the way 'real' agents do; logging into Contact Center Express's XML Server, connect to a station DN, and then wait to receive and deliver Contact Center Express work items. Or they may simply monitor IVR ports to capture call information and provide a mechanism to access CCE objects called workitems. The Virtual Agent service supports up to 300 concurrent virtual agents, each capable of receiving one work item per second. 57

58 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Virtual Agent Workers wo virtual agent workers are provided in CCE 4.0 Outbound Worker – Accepts Preview Contact workitems and using information contained in the workitem, send out an automated or SMS text message. – The outbound message is sent via a predefined or Simple Messaging program. Web Service Worker – Monitors the Communication Manager stations used to connect to Voice Portal and Avaya IR and presents a Web Service that allows access to the workitems created by calls that are delivered to those stations. 58

59 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Virtual Agent Outbound Worker 59 Customer

60 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Configuring Preview Contact for Outbound Work 60

61 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Configuring Preview Contact for Outbound Work 61

62 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Configuring Preview Contact for Outbound Work 62

63 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Communication Manager Configuration for Outbound Worker CTI Stations are the type of stations defined in Communication Manager to be used with CCE. Virtual Agents do not require physical phones, they too will be configured to use CTI Stations as their telephony device. CTI Stations are used as they allow incoming calls to be received and answered by the Virtual Agents, however CTI Stations do not allow an Agent ID logged. As a result of this Virtual Agents cannot be a member of a skill group, instead the stations monitored by Virtual Agent would be members of a Hunt Group. 63

64 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Virtual Agent Web Service Worker 64

65 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Virtual Agent Web Service Worker 65

66 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Web Service Method Example Initialise-This allows applications to have control over the workitem including when the workitem will be closed. GetWorkItemProperties - Retrieves the parameters associated with the voice workitem. GetExtraData / SetExtradata / DeleteExtraData Read, write or delete custom data from within the voice workitem. This data then is stored and moves with the workitem and may be used within CCE Desktop for example to enable a screen pop of customer or simply to capture the menu options selected while in the IVR. CloseWorkItem - If the call is completed solely in the IVR, final after call information can be written to the workitem and then the workitem can be closed, removing it from the virtual agent buffer. 66

67 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Web Service Methods 67

68 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE Desktop Custom Forms Custom forms may be: CCE Forms generated in CCE Control Panel A custom plugin developed by a third party System Integrator. 68

69 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Creating a CCE Custom Form 69

70 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. ALARMS AND NOTIFICATIONS Contact Center Express 70

71 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Alarms and Notifications The Alarms and Notifications plugin to CCE Control Panel is the first iteration of centralizing CCE services alarms. Inbuilt into the Application Management Director, there is no additional configuration required to enable this functionality. Applications will raise an event to the Application Management Director which is the central collection point for this information and these events will then be made available to CCE Control Panel for display. The CCE Control Panel does not need to be running to capture event information, simply to display and manage the alarms. 71

72 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Contact Center Express - Alarms Alarms are used to indicate to the Contact Center Express administrator that a condition has occurred within the application that is abnormal and should be investigated. Alarms exist in the alarming application and within the Application Management Director until they are resolved or until the originating application is stopped. The Alarm contains the alarming application information as well as suggested resolutions and any configuration information that may be relevant. 72

73 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Contact Center Express - Notifications Notifications are a way that the alarming application can indicate that a state change has happened that should be known to the Contact Center Express administrator. These state changes occur in the normal operation of the alarming application and are not events that require resolution. Examples would be the stopping/starting of the service, the stopping/starting of a program or the transition of a program from one schedule to another. Notifications will be stored in the Application Management Director until its internal list grows to its configured limit. 73

74 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Alarm Functions From within the CCE Control Panel, the administrator is able to: – Change the alarm state to either Alerted or Acknowledged. This makes way for future development where alarm information may be sent via other communication channels such as or SMS. – Go to the alarming applications configuration within CCE Control Panel – Copy the alarm information to clipboard. 74

75 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Control Panel Alarms and Notifications 75

76 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. DESKTOP APPLICATION CHANGES Contact Center Express 76

77 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Device, Media and Call Control (DMCC) Plugin Additional CTI functionality has been incorporated in to CCE Desktop with the inclusion of the DMCC Plugin. This allows CCE Desktop to communicate with the station it is connected to as though the buttons were being pressed on the phone itself. On connecting to the station, the buttons configured in the Communication Manager for that station will displayed within CCE Desktop. DMCC buttons may be placed on either a left or right toolbar in addition to the standard top and bottom toolbars. 77

78 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Examples of the DMCC Plugin 78

79 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Vu-Stats and Queue information to Wallboard 79

80 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. DMCC Features 80

81 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. DMCC Configuration 81 Note that the Communication Manager Name is taken from the TLink. For example AVAYA#PRODUCTION#CSTA-S#AES1

82 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. MISCELLANEOUS ADMINISTRATION CHANGES Contact Center Express 82

83 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Closing Voice Workitems 83 The Voice workitem may be close automatically at the end of the call or may remain open on the agents desktop. By remaining open this allows the agent to complete the call wrap up by applying CCE WorkCodes after the caller has left the call. Application of a WorkCode may be forced.

84 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Program Service Level 84 A Service Level can be applied to a CCE Program The Service Level is used for calculating multimedia Grade of Service

85 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. MIGRATION Contact Center Express 85

86 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 2. x to CCE 4.0 Migration from CCE 2. x to 4.0 is possible however a number of intermediate steps need to be completed. – CCE 2. x to CCE 3.0 – CCE 3.0 to – CCE to – CCE to 4.0 SQL would most likely need to be upgraded from SQL 2000 The amount of historical data captured in CCE 2. x was minimal and cannot be manufactured to bring it up to CCE

87 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 2. x to 4.0 The recommendation however would be to treat the migration as a new CCE. Extract the CCE 2.x.ini files for phantom stations, configuration etc and use this to configure a new CCE 4.0 installation. This can be done in parallel with the working CCE 2. x to minimise disruption. 87

88 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 3. x to 4.0 Migration How this would be achieved would be dependant on the customers requirements. – A complete upgrade with no testing – A CCE 4.0 installation in a development environment for user acceptance and process testing followed by an upgrade to the production environment – A CCE 4.0 installation in a mock environment that will eventually become the production environment. – A CCE 4.0 installation including hardware and or OS or SQL upgrade. The difference in the process for each of the above may involve the moving of data from one SQL server to another or CCE configuration data. 88

89 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 3.0 to 40 Migration Process Migrate the databases first – Run the Convert History to ASMSControl 4.0. sql script first to do the basic conversion. This script may be run several times for systems working in parallel. – Run the EMSUpdate.exe utility to update any private programs. – In the finals steps before going live run the Convert Live Interactions to ASMSControl 4.0. sql script to migrate any active interactions. Once the database migration is completed successfully then update the CCE 3. x applications themselves. 89

90 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE 4.0 Migration Information The CCE 4.0 DVD contains an Upgrade and Migration document. An updated version of this document is available for download from aspx aspx The above URL also contains the SQL scripts and utility application to complete the migration. 90

91 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. QUESTIONS? Contact Center Express 91