Avaya Contact Center Elite Overview

© 2011 Avaya Inc. All rights reserved. 1
Avaya Contact Center Elite

CC Track Outline
 CRM portfolio:
– Call Center
– Application Enablement
Services (AES)
– One-X Agent / IP Agent
– Elite Multi Channel (EMC)
– Avaya Interaction Center
– Avaya Call Recording
Applications
 Reporting:
– BCMRD
– Call Management System
(CMS)
– Avaya IQ
– Avaya Operational Analyst
(OA)
 Self Service:
– Experience Portal
 Proactive Contact Solution

The “Fifty-thousand-foot” View Of Work Flow
Arriving
Calls
Trunk Groups
DNIS Digits
Internal
Prompts
Host Based
Routing
Applications/
Call Types
VDN 1001
VDN 1002
VDN 1003
VDN 1004
VDN 1005
Call
Flows
Vector
------
------------
-----
Vector
------
------------
-----
Vector
------
---------
Agent
Groups
S
K
I
L
L
S
Agents
3

Vector Directory Number (VDN)
Arriving
Calls
Trunk Groups
DNIS Digits
Internal
Prompts
Host Based
Routing
Applications/
Call Types
VDN 1001
VDN 1002
VDN 1003
VDN 1004
VDN 1005
Call
Flows
Vector
------
------------
-----
Vector
------
------------
-----
Agent
Groups
S
K
I
L
L
S
Agents

What is a Vector Directory Number (VDN)?
 It is a “soft” extension number that is part of an Avaya Communication Manager’s
dial plan and is not assigned to a physical equipment location.
 It may be mapped to coincide with the digits dialed by a caller or sent to the switch
(Avaya Media Server that is driven by Avaya Call Center Software and Avaya
Communication Manager firmware) from one or more external networks are
translated within the system as a VDN as in DNIS-VDN and/or DID-VDN.
 A specific dialed number that is a non-DID type trunk can also map directly to a VDN.
 Are typically assigned to different vectors for different services or applications that
require specific treatments.
 Any number of VDNs can point to the same vector.

Applications/
Call Types
VDN 1001
VDN 1002
VDN 1003
VDN 1004
VDN 1005
Arriving
Calls
Trunk Groups
DNIS Digits
Internal
Prompts
Host Based
Routing
Agent
Groups
S
K
I
L
L
S
Agents
Call
Flows
Vector
------
------------
-----
Vector
------
------------
-----
Vector
------
---------

What Is Call Vectoring?
 Vectoring is “if–then–else” conditional programming logic.
 Could be thought of as “call control tables” or “call routing tables”.
 Provides a highly flexible approach for managing incoming call traffic to
the switch.
 A series of user-defined commands.
 Vectors may be linked.
 Calls can be directed to on-network or off-network destinations, to ACD
agents, or to various other treatments.
 Call Vectoring also can be used with CTI (Computer Telephony
Integration) Interaction.
• Passing digits to an Interactive Voice Response via the
converse-on step command
• Route Request to CTI applications

Call Vectoring..

Call Vectoring Applications
Specify Call Handling Conditions
• Time-of- Day (TOD)
• Day-of-Week (DOW)
• Staffing Conditions
• Estimated Wait Time (EWT)
• Queued Calls
• Information Collected
• Holidays (Holiday Tables)
• Oldest Call In Queue
• Interflow-qpos [queue position as in
First-In First-Out (FIFO)]
• Variables-in-Vectors
• VDN Variables
Specify Call Handling Treatments
• Specify Caller Feedback
– Music-on-Delay,
– Announcements,
– Busy and
– Ringing
• Prompting
– Caller Specific
– Routing Decisions
• Vector Routing Tables
• Routing to local or distant destinations
• Queuing Priority Levels
– Top,
– High,
– Medium, and
– Low

Arriving
Calls
Trunk Groups
DNIS Digits
Internal
Prompts
Host Based
Routing
Applications/
Call Types
VDN 1001
VDN 1002
VDN 1003
VDN 1004
VDN 1005
Call
Flows
Vector
------
------------
-----
Vector
------
------------
-----
Agents
Agent
Groups
S
K
I
L
L
S

Call and Agent Selection Methods
 Call selection methods are applied (used) when inbound ACD
calls are in a skill’s queue meaning that they are in call surplus
and a staffed (logged-in) agent becomes available (idle).
 Agent selection methods are used when one or more staffed
agents are available (idle) to take an incoming ACD call upon
it’s arrival to a skill.

Agent Surplus Selection Methods used with Avaya Expert
Agent Selection (EAS)
 Most Idle Agent (MIA)
• Agent selection method that uses idle agent queue to determine which
staffed agent to select when an inbound ACD call arrives.
• Prior to Avaya Call Center Software: Elite 3.0, an agent’s position in an
idle agent queue can be controlled by a Communication Management
based system-wide applicable setting:
– MIA (Most Idle Agent) Across Splits/Skills
– ACW (After Call Work) Agents Considered Idle
• Beginning with Avaya Call Center Software: Elite 3.0 both “MIA Across
Splits/Skills” and “ACW Agents Considered Idle” can also be applied on a
per agent basis thanks to the use of “Call Center Options By Agent”.

Agent Surplus Selection Methods used with EAS
 Least Occupied Agent (LOA)
• Agent selection method that uses agent occupancy, rather than simply
their position in an idle agent queue, to determine which agent to select
when an inbound ACD call arrives.
• Agent occupancy always considered across all on a staffed agent’s
assigned skills.
• An inbound ACD call is directed to the agent with the lowest percentage
(%) occupancy.
• Upon Agent Log-In, or the agent’s or returning from AUX (Auxiliary) Work,
the staffed agent is assigned an average of similar agents’ occupancy
levels.
– If an average agent cannot be determined, the default of 75% will be
established so as to not foster occupancy imbalance.

Communication Manager - Expert Agent Selection
Skills-Based Routing
 Allows classifying agents according
to their specific skills (skill number)
and rank them by ability or
experience within each skill (skill
level).
 Provides options for selecting
among available agents with the
same skill and skill level (Least
Occupied vs. Most Idle).
 An agent can be assigned up to a
maximum of 60 skills with each skill
having 16 skill levels.
– Agents are assigned with operational
skills, i.e. based on their call
handling capabilities, not on their
knowledge or proficiency.
 Up to 2,000 skills can be defined in
Communication Manager.
Caller calls for
Banking Inquiry
SL: 2
SL: 5SL: 2
Banking
C.Card
Agent A
Banking
Agent B
Idle 20 seconds
Idle 10 seconds
On ACD calls for 100 mins
since logging on
On ACD calls for 75 mins
since logging on
Call Distribution Options with Expert Agent Selection
Routing based on Skill
Level
Traditional
Most Idle Agent
Promote agent fairness
and prevent agent
burnout with Least
Occupied Agent

Agents
Arriving
Calls
Trunk Groups
DNIS Digits
Internal
Prompts
Host Based
Routing
Applications/
Call Types
VDN 1001
VDN 1002
VDN 1003
VDN 1004
VDN 1005
Call
Flows
Vector
------
------------
-----
Vector
------
------------
-----
Agent
Groups
S
K
I
L
L
S

Agents
 EAS (Expert Agent Selection) Agents are those ACD Login IDs
that equate to extension (typically 3 to 7 digits in length) numbers without
physical hardware that are included in a Communication Managers station
numbering plan but not administered as stations.
 An Agent’s ACD Login ID is associated with a specific
telephone only when the agent actually logs into that physical
telephone.
 Skill assignment allows an ACD call to be directed to agents
who are assigned particular skills and have the call tracked.
 A call to the EAS Login ID reaches the agent independent of the
telephone that the agent is currently using.
 It is possible, via the use of Auto-Available Splits (AAS) to have
Voice Response Unit ports be EAS agents so that they can be
front-ended by vectoring and reported upon by BCMS, CMS or IQ.

Call Selection Methods apply only under Call Surplus Conditions
(2 Call Handling Preferences)
 Skill Level (SL)
• Takes the highest priority queue level (downward from top, to high,
to medium to low), oldest call waiting for the agent’s highest skill
level (1-16, where 1 is the agent’s most primary skill level and 16
is the agent’s least primary skill level) call
 Greatest Need (GN)
• Takes the highest priority queue level (downward from top to high,
to medium to low), oldest call waiting call across all skills

Service Observing Opportunities
Arriving
Calls
Trunk Groups
Applications/
Call Types
VDN 1001
Call
Flows
Vector
------
------------
-----
Agent
Groups
Skills
• Beginning to end
of customer’s total
experience
• Experience
everything the
caller does
• Begins when an
agent answers a
call or after an
agent finishes
dialing an
outgoing call
Agents
Service Observing can also
be done remotely

What if there are
two or more
contact centers
in your
enterprise?

What is Avaya Virtual Routing?
 Avaya Virtual Routing is the “marketing name” for Multi-Site Best Service Routing (BSR)
and Enhanced Look Ahead
Interflow (ELAI) that supports Avaya Communication Manager
 Provides the logical consolidation/centralized contact center
without physical re-location.
 The effect is to give any caller the fastest access possible to the best agent available,
resulting in a uniform level of service across the enterprise.
• Considers several routing options simultaneously
• Follows a specified strategy for agent selection
• Uses paired vectors
• Conducts a “status poll”
• Uses Intelligent Polling
• Uses additional vector commands

Why Should Customers Use Multi-Site Best Service Routing?
 Improves agent utilization across sites and skills
 Improves agent throughput and overall staffing costs
 Balances agent occupancy
 Allows usage of a nationwide or worldwide agent talent pool
 Provides a tight balance of service across separate sites and
skills
 Delivers a “virtual pool” that decreases the Average Speed of Answer
(ASA), the call abandonment rate and the Maximum Delay
experienced
 Increased “match rate” of right agent for call

Advanced Segmentation
Low cost, easy to implement with pre-built integrations
Customer-based routing strategies and screen pops to maximize every
interaction
 Ability to obtain information in real-time about:
– Who is calling?
– What is the customer calling about?
– What is the relationship between this customer and my organization?
 Providing the ability to affect these decisions:
– How can I best treat this customer to maximize this sales opportunity?
– Which agent should be used to best treat this customer?
– How can I deliver the greatest customer satisfaction?
– How can I support this customer the FIRST time?

Data driven routing
New
Agents
Sales Service
VIP Agents
General Queue
New
Customer
Returning
Customer

Avaya Call Center Basic
Offload attendants with Basic Call Center
– Shipped with every Avaya Communication Manager system
– Automate routing of customer calls
– Deliver each call to the right group
– Provide status via announcements

Avaya Call Center Introductory
Provide a professional image
– Customize call treatment for each customer segment
– Let callers know how long they will wait

Avaya Call Center Elite
Maximize the value of each customer interaction
– Match every customer with the right person
– Select the most expert agent – Expert Agent Selection
– Balance workload to avoid burnout
– Meet targeted service levels
– Route between sites

Avaya CMS
(Call Management
System) and
CMS Supervisor
with optional CSI
Offer for Web-B
Survivable CMS
Avaya Call Center BASIC (included in every Avaya Communication Manager)
• Music in Queue • Music-on-Hold (MOH) at agent’s set • Auto-Available Split/Skill (AAS) • Vu-Stats – Service Level
• Multiple Call Handling (MCH) – On Request • Multiple Call Handling – Forced • Vu-Stats Enhancements – Login IDs
• Service Observing by Class-of-Restriction (COR) • Automatic Call Distribution (ACD) • Display Information (Vu-Stats)
• Most Idle Agent (MIA) Across Splits/Skills • Agents in After Call Work (ACW) Considered Idle • Event (Stroke) Counts
• Support for up to 3,000 Announcements • Redirection On No Answer (RONA) • Basic Measurements • Holiday Vectors
• Multiple Call Work Codes per Call • Timed ACW by Split (TACW) • Remote Logout of Staffed Agents • Dynamic Queuing
Avaya Call Center Introductory
(includes what was in Deluxe except for Single-Site Best Service Routing)
• Vectoring – Basic (conditional if/then else routing) • Vectoring – Prompting
• Vectoring route-to with/without coverage • Multiple Music/Audible Sources on Delay
• Vectoring Advanced Routing [ANI, CLID, Information Indicator (II) Digits] • Service Observing of VDNs
• RONA (Redirection On No Answer) to Vector Directory Number (VDN) • Display VDN for route-to Direct Agent Call •
VDN-of-Origin (VOA) Announcements • VDN Return Destination • Vector Initiated Service Observing
• Timed After Call Work (TACW) by VDN as well as Split/Skill • Service Observing of VDNs
Avaya Call Center ELITE [includes Expert Agent Selection (EAS) and
support for optional Avaya Virtual Routing (Multi-Site BSR) & Business Advocate]
• Expert Agent Selection (EAS) • Expert Agent Selection – Preference Handling Distribution (EAD-PHD) • Variables-in-Vectors
• Least Occupied Agent (LOA) • Skill Level (SL) & Greatest Need (GN) Call Handling Preferences • Most Idle Agent (MIA)
• Expert Agent Distribution (EAD) & Uniform Call Distribution (UCD) Agent Selections Methods • Vector Subroutines
• VDN Time Zone Offset • Service Level Maximizer (SLM) • Best Service Routing (BSR) Local Treatment for IP & ISDN
• Maximum Occupancy • Clear Display Options for Caller-Info (Next Call, On-Call-Release & Leave ACW) • VDN Calls Counting
• Set Vector Command with Modulus 10 check • Reason Codes for Auxiliary (AUX) Work & Log-Off • Forced Agent Logout-ACW
• ISDN Network Call Redirection (NCR) • BSR Polling over IP without Bearer Channel • Enhanced Look Ahead Interflow (ELAI)
• BSR Available Agent & Wait-Improved commands • Duplicate Agent Login ID Administration • BSR Tie Call Handling
• EWT (Expected Wait Time) Routing • ASA (Average Speed of Answer) Routing • Gateway Registered/Unregistered Conditionals
• DTMF Feedback Signals for Voice Response Units (C & D Tones) • Location Preference Distribution • Station Display of UUI
• Call Center Options by Agent (MIA Across Skills, ACW Considered Idle, Reason Codes) • Listen-Only Option for Service Observing
• Auxiliary Work & Log-Off Reason Codes (None, Requested, Forced) • CC Support for Locally Sourced Music & Announcements
• VDN Variables (Announcements, In-VDN-Time, ANI/CLID, Consider Location, Messaging Split/Skill & Adjunct Routing Link) • UCID
Business Advocate
(as an a la carte option or packaged by seat with Elite in bundled pricing including what had been introduced as Dynamic Advocate)
• Service Objective by Skill and/or VDN • Predicted Wait Time (PWT) Call Selection Measurement
• Dynamic Threshold Adjusted Service Level Supervisor with Call Selection Override & Reserve Agents

Which type of Call Center do I have ?

How many agents ?

Call Center Policy
 Designed by Product Managers
 Call Center release can be maximum 2 releases behind
CM release
 Call Center agent additions allowed from Definity
release 9 and later

Avaya Aura® Call Center Elite Multichannel 6.3
Overview

Consumers Are Driving Multichannel Adoption
“I’ll text, IM,
email, or chat.
Please don’t
make me call.”
Voice calls aren’t
for everyone

The Contact Center of the Future
Traditional
Call Center
Inbound Calls
Outbound Calls
Social
Media
Web
Chat
Email
SMS
TextMobile
Apps
Self
Service
Smart
Outbound
Video
Inbound
Calls Next Gen
Call Center
Seamless Multichannel
Customer Experience

Blended Multichannel Values
Customer
Experience
 Allowing customers
to interact via their
preferred method
 Serve customers
faster
 Customers not
required to repeat
themselves
Increase
Revenue
 Proactively engaging
customers through
web chat
 Engaging customers
through outbound
calling
 Quickly responding
to social media
issues before they
become a problem
Reduce Costs
 A single agent
desktop for handling
multiple types of
contacts
 Blending inbound
and outbound calling
 Preserving customer
information across
channels
 Improved first
contact resolution

Benefits:
The Customer The CFO The CIO The Contact
Center Manager
 Issues are more
likely to be solved on
first contact
 Agent knows about
previous interactions
 Connect with a
business from a
mobile device, a Web
site, or via Text
messaging
 Caller to agent
match rates are
optimized reducing
costs
 Slim architecture
reduces ongoing
maintenance costs
 Use of home agent
resources for
contact spikes and
to draw from a
broader talent pool
 Minimal hardware to
maintain
 Investment
protection in the
core call center
 5 9’s reliability
 Simple to manage
day-to-day
operations
 Blended voice and
multichannel
reporting in CMS
 Maximize agent
productivity with
blended
inbound/outbound
and non-voice
contacts
 Shorter wait times
and fewer
abandoned calls

Avaya Aura® Call Center Elite
A Complete Contact Center Solution Stack
Proactive
Outreach Manager
Customer
Connections Mobile
Avaya Aura
WFO
CMS Unified
Reporting
One Touch
Video
Speech
Analytics
Experience
Portal
one-X Agent
Avaya Aura®
Communication
Manager
Avaya Aura® Call
Center Elite with
Multichannel
Elite Multichannel

 Extends Avaya’s Award Winning Call
Center Elite – Add new channels with
ease
 Investment Protection – Preserves
existing investments in Call Center Elite
 Application Development Toolkit – Add
new functions quickly and easily
 Management Dashboard – View status
of your contact center in real-time
 Unified Agent Desktop – Blends
inbound/outbound voice, web, mobile and
social channels
 Multimedia Contact Management –
Manage all channels from a singled
unified interface
 Unified Reporting – Use your existing
CMS reporting system to manage all
voice and non-voice channels
Unified Multichannel
Agent Desktop
- Avaya Experience Portal
- Avaya Call Management System
- Avaya Workforce Optimization
Optional Premium Applications
Avaya Aura® Communication Manager
Application
DevelopmentToolkit
Management Dashboard
Unified Reporting
Avaya Aura® Call Center Elite
Multichannel 6.3
*Elite Multichannel requires a separate Windows Server
Elite Multichannel
Data Directed Routing
Screen Pops

Unified Agent Desktop
 View customer interaction history for current contact for
faster call resolution and improved customer experience
 Search the directory for a customer phone or email
to easily initiate outbound contact through mouse click
 Easily record work-item related notes
 Plug-in architecture allows for simple customization
and external application integration to help reduce
implementation cost
 Allows agents to view real-time statistical information
on personal work performance and contact center
performance
 Provides complete range of telephony functions
 Integrate with Microsoft CRM and iClarity for remote agents
Seamlessly integrates all inbound and
outbound channels to increase agent
productivity and customer experience
Email
SMS/Text
Web Chat
Channels Supported
Inbound/Outbound
Voice
Facsimile (Fax)
Web Callback
Unified Agent
Desktop

Unified Agent Desktop
History
Spell Check
Auto Text
Directory
Printing
Call
Information
Rules
Work Item
Notes
iClarity
User
Voice
Work Item
Alert
Wallboard
Python
Breakout
Time in AUX
Display
MS CRM GUI
Contact Mgmt.
External Apl.
Container
External Apl.
Execute
Session Notes
Presence Telephony
Email
Simple
Messaging
Preview
Contact
Close Suspend
Work Item
GN8120
Headset
Customized
Forms
Enhanced Dial
Quick Dial
Custom
Buttons
Save Close Doc.
Window
Elite
Multichannel

 The functionality of Avaya Elite Multichannel, release 6.3 – a feature pack release on top of the
Avaya Call Center Elite 6.x product, which runs as a standalone Windows server and
communicates with an Avaya Aura Call Center Elite.
 All Elite Multichannel systems require integration to Call Center Elite through Application
Enablement Services (AES).
 Elite Multichannel 6.3 will support using Application Enablement Services (AES) 5.2.4 or 6.2 or
later.
 Elite Multichannel 6.3 may also be ordered with earlier versions of Communication Manager (back
to 4.0) and Call Center Elite (4.x and later). Elite Multichannel 6.3can function with Avaya Call
Management System (CMS) back to release 14 with limited feature and capacity based on the
features supported by the reporting adjuncts earlier release.
 Elite Multichannel is a new feature set delivered on Elite 6.2 which allows customers using the
Expert Agent Selection (EAS) feature to add screen-pop, data-directed routing, and non-voice
multichannel capabilities [email, Short Message Service (SMS), facsimile (Fax), and Instant
Messaging (IM)] to their installations.
Elite Multichannel

Elite Multichannel Desktop; a grouping of capabilities that include Elite
Multichannel Desktop and Elite Multichannel Reporting
Elite Multichannel Server; a grouping of capabilities featuring Elite Multichannel
Media Director, Voice Media Store, Preview Contact Media Store, Email Media
Store, Simple Messaging Media Store, MSN Messenger Gateway, AOL Instant
Messenger Gateway, Short Message Service Gateway, Web Chat Gateway,
License Director, Application Management Service, Configuration Server, XML
Server, Virtual Agent and web services for AVP integration, Call Routing Server,
Interaction Data Service, Contact Database, SQL Plug-in, Rules Plug-in, SOAP
Plug-in, Script Plug-in.
Elite Multichannel Developer; a kit for expanding the capabilities of Elite
Multichannel to better fit your use and needs
Elite Multichannel falls into three (3) major
component categories:

Graphical View on how EMC Works

How Does Elite Multichannel Work?
 When a media store receives a new multichannel work item from a media source [e.g., email
server for the Email Media Store, web server for the Simple Messaging Media Store, or
Microsoft SQL (Structured Query Language) database for the Preview Contact Media Store],
it creates a work item object and passes a reference for that object to the Media Director.
 The reference tells the Media Director what queue/queue ID that the work item is to be
associated with and what priority it must have in the queue. Using the information in its
configuration that relates specifically to that queue, the Media Director asks the Avaya Aura
Communication Manager via Avaya Application Enablement Services (AES) to generate a
phantom/virtual call for the object and to queue it to the appropriate Skill. The largest Avaya
Server driven Avaya Aura Communication Manager 6.x with an Elite Multichannel 6.3 can
support a maximum of 8,000 unique Skills.
 Because the Media Director has been written entirely in the .Net environment, the connection
to the AES Server with basic and advanced TSAPI uses the XML Server and the .Net
assemblies. For solution designs that make use of AES 4.2 and later AES releases in support
of Elite Multichannel, the necessary Application Specific TSAPI (Telephony Services
Application Programming Interface) Licenses to support the Elite Multichannel are provided at
no charge.

Continue….
 When an Elite Multichannel agent, who is logged into “that Skill to which work has been
directed,” becomes available (idle), the Elite driven Avaya CM delivers the next
phantom/virtual call to that staffed agent. The Media Director is monitoring the VDN (Vector
Directory Number) that is transporting the work to be handled and sees the phantom/virtual
call delivered to the logged-in agent. The largest Avaya Server driven Avaya Aura
Communication Manager 6.x with an Elite 6.3 can support a maximum of 30,000 unique
VDNs.
 The Media Director transfers the next work item reference with the oldest, highest-priority
object to the Media Proxy. These Objects are ranked according to an open ended scale with
1 being the highest priority. For example, if the Media Director has an object with priority 1
that has been queued for 1 minute and an object with priority 9 that has been queued for 10
minutes, the priority 1 object gets delivered to the staffed (logged-in) agent because you have
administered 1 for your highest priority work. Objects that have the same priority are ranked
as first-in, first-out.
 The client application uses the reference to retrieve the data directly from the actual work
item at the media store.

Hardware and Software
Elite Multichannel can be deployed on dedicated physical servers or on virtual machines. 2 servers:
1) Elite Multichannel core
2) IDS (Interaction Data server)
Or
1 physical or virtual server to host both the Core and IDS elements. This configuration is limited to a
capacity of 400 agents
If a customer is not running a MS SQL server already, a separate server is required to host the MS
SQL database used by Elite Multichannel. For MS SQL the standard version is recommended. We
recommend the databases to be located on the corporate MS SQL server or at least on a separate
server.
Hardware requirements for Elite Multichannel Server:
- 2.4 GHz processor with minimum 2 processor core
- 4GB RAM
- 40 GB free disk space
- DVD drive
Software requirements for Elite Multichannel Server:
- Microsoft Windows 2008 SP1 Server 32-bit or 64-bit
- Microsoft Windows 2008 R2 SP1
- Internet Information Services (IIS) 7 with IIS 6 Management Compatibility Components
- Microsoft Internet Explorer 8.0, 9.0 or 10
- Microsoft .Net Framework 3.5 SP1

Continue…
Elite Multichannel will run on the following VMware software versions:
VMware vCenter Server ESXi 5.0 or ESXi 5.1
VMware vSphere Client ESXi 5.0 or ESXi 5.1
When deployed on VMware Elite Multichannel is distributed as an Open Virtualization Appliance
(OVA). The OVA includes the Elite Multichannel applications and the operating system software. It is
the responsibility of the customer to provide licensing for the operating system.

Capacity Guidelines

Elite Multichannel 6.3 Components
 Avaya Aura® Communication Manager
– SIP, IP and traditional telephony services
 Avaya Application Enablement Services (AES)
– Provides the TSAPI (Telephony Services Application Programming Interface)
interface to communicate with Avaya Aura Communication Manager
 Elite Multichannel XML Server
– Interface between agent desktop and communication services
 Elite Multichannel Agent Desktop
– Provides graphical user interface (GUI) for all contact types
– Displays screen-pops for incoming contacts and preview outbound work items
Avaya Aura®
Communication
Manager 4.x, 5.x, 6.x
Avaya Application
Enablement Service
5.2.4 and 6.2 and
above
Elite Multichannel XML
Server
Elite Multichannel
Agent Desktop running
XML Client

Elite Multichannel
Email Delivery Example
Elite Multichannel
Agent Desktop
DMZ Deliver desired
work item
Queue
Work Item
Work Item
Avaya Aura®
Communication Manager
Corporate
E-mail Server
E-mail
Gateway
Call Center Elite
Multichannel Server
Avaya Application
Enablement Services
5.2.4, 6.2 and above

Email ReplyVoice Work
Item
Chat Work
Item
Email Work
Item
Wallboard
Auto Text
Inserted
Work item
notes for efficient
information exchange
between agents
Templates for
faster email
responses
Customer history
Plug-in
Elite Multichannel Agent Desktop

Elite Multichannel 6.3
 GA October 7th, 2013
 6.3 Overview:
– Capacity increase to 1,000 agents
– Support of SIP endpoints
– Single Server configuration
– Support for WFO R11 and R12
– Support for latest Microsoft SQL, Exchange and
Internet Explorer 10
– Localization (Delivered in 6.3.1) targeted for
December 2013
– Support for Experience Portal
 Available on Elite 4.x, 5.x and 6.x
Add Multichannel and Preserve Elite Investment
Call Center Elite
Multichannel Agent
Desktop
Multichannel
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Avaya Contact Center Elite Overview

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Avaya Contact Center Elite Overview