advanced training on avaya ip office contact center...

Advanced Training on Avaya IP

Office Contact Center (IPOCC)

Susie Jorgensen | Product Sales Manager, Westcon

Meka Newell | Westcon SE & Avaya Certified Instructor

QUICK UPDATES AND

IMPORTANT DATES TO KNOW

Susie Jorgensen

Upsell for Growth with Avaya IP Office • Through September 23, 2014

• A 2-tiered promotion, the Upsell for Growth promotion is designed to

enhance partners’ profitability as they propose and close richer IP

Office constructs.

http://us.westcon.com/content/promotions/upsell-for-growth-with-avaya-ip-office-promotion

Midmarket Loyalty with IP Office • Through September 23, 2014

• “Software credits” for being an existing Avaya or heritage Nortel

customer with opportunity for further discounts when Video,

Security, or Data infrastructure are also sold

http://us.westcon.com/content/promotions/midmarket-loyal-avaya-promo

NEW! WLAN 9100 Competitive Rip Promotion – thru 31Mar15

• Receive an incremental promotional discount of 20% off Avaya Price List on an eligible WLAN 9100

802.11ac solution that displaces a competitor’s installed WLAN solution in a prospective customer’s

network.

New! WLAN 9100 Spiff for Sales Reps!

• SPIFF pays a reseller sales rep $50 for every qualifying Avaya WLAN 9100 access point that

displaces a competitor’s installed WLAN solution in a prospective customer’s network.

New! Customer VSP 8K Promotion – thru 21Dec14

• An Incremental discount off list to resellers that sell VSP 8000’s and accompanying edge switches and

transceivers into new customer sites

New! Customer VSP 8000 Spiff for Sales Reps!

– $500 cash for every eligible VSP 8200 series switch sold.

– $100 cash for every eligible VSP 4000 series and ERS 4800 series switch sold.

Keep and Refresh Promotion – thru 23Sept14

• Competitive offer against Cisco, Polycom, LifeSize and other competitive systems

https://sales.avaya.com/documents/1399549451243

GEM – thru 24Sept14

• 6% discount off APL on all Avaya Networking products rolling up to order category, MPG = 6P

• GEM used when selling into Government, Education or Healthcare Verticals

Collaborate Now – thru 22Sept14

• Collaborate NOW! is targeted at customers who are currently on CS1000 or Communication Manager

Release 5.X or below (including Definity), or any customer wishing to upgrade from the Midsize Business

Template to CM 6.x

Additional Avaya Promotions

Dates to Know

• 1 Oct- Retiring of SSI/SSU on the roadmap - a Web based

ticketing for renewals is required before we retire SSI/SSU

• 1 Oct – Retiring of FY1 Expert specializations- UC/UM/CC

Service Expert, SME Expert & Networking Expert

• 1 Oct – Introducing Solution Experts

• 3 Nov – IPOSS Price Increase

• ? Nov- IPOCC Implementation Class

*Westcon events in BLUE – Avaya events in RED

Agenda

• CC Comparison

• IPOCC Server Options

• IPOCC Licenses

• IPOCC with IP Office

• IPOCC Agent

• IPOCC Supervisor

• IPOCC Reporting & Admin

• IPOCC Demo

Customer Experience Affects Every

Contact Center

9 of 10 consumers want

support while online

BUY MORE from

companies that make it

easy to do business

Millennials will stop

doing business with a

company after one bad

experience

say they constantly

change how they deal

with organizations

% using channel to communicate

with organizations

23% WEB

59% INTERNET

SELF-SERVICE

TWITTER,

FACEBOOK

IP Office Contact Center

COMPARISON

CCR, IPOCC & ACCS

Reporting

Voice Reporting

IPOCC ACCS

Reporting

Supported Features

Voice Channel ✔ ✔ ✔

Multichannel (Email, Chat, Fax, SMS) Email & Chat Now

Fax & SMS Future ✔

Preview/Progressive Outbound ✔ ✔

Custom Reporting ✔ ✔ ✔

Simplified Deployment and Configuration ✔ ✔ ✔

Remote or Local Network Agents ✔ ✔

Global Language Support (G14 Languages,

including double-byte) English Only ✔

All Advanced Open Interfaces (incl. CCT, HDX

and Open Queue) Future Future

Social Media, Routed IM, Video, Predictive

Outbound Future Future

SIP endpoint support Future Future

Suite Applications Supported (WFO, POM,

AEP, etc.) Future Future

Enterprise Management Capabilities (Session

Management, System Management, ACCCM,

HA, Multi-site) Future Future

Network Skills Based Routing Future Future

Advanced Security Framework Future Future

AMS Zoning Future Future

Open Interfaces (inc. CCT, HDX and Open

Queue) Future Future

Secure Media (SRTP) Future Future

CCR, IPOCC & ACCS

Multi-channel

Scale to 250

Suite and Enterprise

Features (HA, Session

Mgmt, etc.)

400 5 250 30 50 100

Primary Competitors:

ShoreTel

Voxtron (BT)

Altitude

Presence

Genesys Express

Cisco UCCx

Altitude

Presence

Huawei

Genesys

Interactive Intelligence

Altitude

Enterprise

Market

Genesys Express

Cisco UCCx

Altitude

Presence

Huawei

Competitors:

Cisco UCC-X

Interactive

Intelligence CIC

Aspect

Shoretel

Genesys Express

Huawei

Shoretel

Avaya Contact Center

Select (ACCS)

• Virtual Software Appliance

• Hardware Appliance

• Intended for Contact Center

Focused Partners

• Available for IPO Partners

IP Office Contact Center (IPOCC)

• OVA/ISO

• Hardware

Appliance • Intended for

IPO Partners

IPOCC & ACCS

• Customer Call Reporter (CCR) – included in Advanced Edition, shares Voicemail Pro channels/ports,

150 active voice only agents max, 30 voice only supervisors max, historical & real-time reporting

for single site only, requires Windows server, can be virtualized

• IP Office Contact Center (IPOCC) – purchased separately, requires Preferred Edition, shares

Voicemail Pro channels/ports, 30 active agents + supervisors max on 500v2, 100 active agents +

supervisors max on Server Edition, voice & multimedia agent designation, historical & real-time

reporting for a single site only on 500v2, historical & real-time reporting for a single Server Edition

network from primary server (agents can be dispersed across the network), requires IP Office 9.0.2,

requires Windows server, can be virtualized

• Avaya Contact Center Select (ACCS) – purchased separately, requires Preferred Edition, shares

Voicemail Pro channels/ports, 30 active agents + supervisors max on 500v2, 250 active agents +

supervisors max on Server Edition, voice & multimedia agent designation, supports fax & SMS,

historical & real-time reporting for a single site only on 500v2, historical & real-time reporting for a

single Server Edition network from primary server (agents can be dispersed across the network),

requires IP Office 9.0.3, requires Windows server, can be virtualized

CCR, IPOCC & ACCS

SERVER OPTIONS

Avaya Provided Server

Customer Supplied Server

Virtualized Server

IP Office Contact Center Server Options

Capacity Call Server IP Office Contact Center

IPO 500v2

- Up to 30 Agents

- No multi-site support

over SCN

IPO 500v2

Server Requirements

- Quadcore 3.1 GHz, 8GB RAM

- 2 Seagate ST500DM002 500GB 7200 RPM, SATA 6G

16MB Cache Raid 1, 500 GB free storage capacity

- Raid Controller Intel C202 on board

- 1 NIC 1 GB (disable all other NICs)

Windows 2008 R2 SP1 64 bit Standard Edition -or-

Windows 2012 R2 64 bit Standard Edition

Example Servers

- Dell R210 /220

- Fujitsu Primergy TX1000S3p

IPO SE

- Up to 100 Agents

- IPO SE Primary Server

& up to 32 nodes

IPO SE

- Contact Recorder on IPO SE

- Additional hard drive for Contact

Recorder

Licenses

Avaya IP Endpoint, CTI Link

Pro & Contact Recorder

Base 500v2, Base SE, Voice Agent,

Multichannel Agent, Supervisor

& Upgrade Base 500v2 to SE

Application Server

- Voicemail Pro

- Contact Recorder

- Additional hard drive for Contact

Recorder

Part Number IPOCC Description ALP MPG Status

306626 R210 II XL SERVER IP OFFICE CONTACT CENTER $ 14,975.00 9P Available

700506869 R210 II XL 500GB 7200 HDD $ 991.00 9P Available

306493 IP OFFICE R9 IPO CONTACT CENTER BASE IP500 V2 LIC:DS $ 2,255.00 9P Available

306495 IP OFFICE R9 IPO CONTACT CENTER VOICE AGENT LIC:DS $ 670.00 9P Available

306496 IP OFFICE R9 IPO CONTACT CENTER MULTI CHANNEL AGT LIC:DS $ 402.00 9P Available

306497 IP OFFICE R9 IPO CONTACT CENTER SUPERVISOR LIC:DS $ 1,205.00 9P Available

306640 IP OFFICE R9 IPO CONTACT CENTER BASE SERVER EDITION LIC:DS $ 2,255.00 9P Available

306641 IP OFFICE R9 IPO CONTACT CENTER BASE IP500 V2 TO SE LIC:DS $ - 9P Available

Prices current as of 9/16/14

LICENSES

IPOCC Base License for 500v2

ADI License Description

CTI Pro License enabled 3rd party TAPI/TAPID

Voicemail Pro Recordings Administrator Enables Contact Recorder

Avaya IP Endpoint License for CHAP connection

PLDS License Description

VALUE_CIE_PX_IPO(1) Single PBX connection - IP Office

VALUE_CIE_IVR_CON (1) One CHAP port

VALUE_CIE_IVR_PORT (Channels 90) 90 Channels (Max for 32 bit CHAP)

VALUE_CIE_CC_CLIP (10 for 10000 addresses) Assume this is enough

VALUE_CIE_CC_TEAMLEADER(1) Enables supervisor application in UI for pre-configured monitors and

reports.

VALUE_CIE_CC_SERVUSER(2) 2 concurrent service users. They are needed for configuration.

VALUE_PHX_BASE 30 LIC (new) - allows up to 30 agents to be active/logged in

FEAT_CIE_CC_UMR 1 for whole system, checked by C3000 server

IPOCC Base License for Server Edition

CTI Pro License enabled 3rd party TAPI/TAPID

VMPro Recordings Administrators Enables Contact Recorder

Avaya IP Endpoint License for CHAP connection

VALUE_CIE_PX_IPO(1) Single PBX connection - IP Office

VALUE_CIE_IVR_CON (1) One CHAP port

VALUE_CIE_IVR_PORT (Channels 90) 90 Channels (Max for 32 bit CHAP)

VALUE_CIE_CC_CLIP (10 for 10000 addresses) Assume this is enough

VALUE_CIE_CC_TEAMLEADER(1) Enables supervisor application in UI for pre-configured monitors and

reports.

VALUE_CIE_CC_SERVUSER(2) 2 concurrent service users. They are needed for configuration.

FEAT_CIE_CC_UMR 1 for whole system, checked by C3000 server

IPOCC Voice Agent License

Preferred Edition Additional Voicemail Ports Needed for 100% call recording

VALUE_CIE_CC_USER_VOICE one license per logged in telephony agent

VALUE_CIE_CC_ MONTELUSER extended voice features, one license per logged in telephony agent

IPOCC Multichannel Agent License

none none

VALUE_CIE_CC_USER_CHAT one license per logged in chat agent

VALUE_CIE_CC_USER_NONVOICE one license per logged in email agent

VALUE_CIE_CC_TEXTMODULES one license per agent for usage of text blocks in email

IPOCC Supervisor License

none none

VALUE_CIE_CC_SUPERVISOR One license per agent with supervisor rights (Silent Monitoring,

configuration of monitoring and reports)

IPOCC Base 500v2 to SE Migration

License

none none

PLDS LAC for IPOCC Licenses

Sample LAC 14ZH324116C1D88E5B4AD9E7

IPOCC MAC & WebLM Host ID

https://<IPOCC.Server.IP.Adress>:8443/WebLM

LAC & IPOCC MAC/WebLM Host ID

with IP OFFICE

8 PRIs PSTN

IPOCC Server

Primary Server Voicemail Pro Server

one-X Portal Server

Secondary Server

500v2 Expansion

Avaya IP Endpoint

H.323 Trunk H.323 Trunk

8 PRIs

192 PRI Channels

10 to 148

Potential

VCM Channels

Up to 150 Connections Allowed

Estimated

Channels

Estimated

Channels

H.323 Trunk

8 PRIs PSTN

IPOCC Server

Primary Server Voicemail Pro Server

one-X Portal Server

Secondary Server

500v2 Expansion

Avaya IP Endpoint

H.323 Trunk H.323 Trunk

8 PRIs

192 PRI Channels

Up to 150 Connections Allowed

Estimated

Channels

Estimated

Channels

H.323 Trunk

10 to 148

Potential

VCM Channels

IP Office IPOCC

Digital Ext IP Ext

SIP Ext

CTI Link

Agent Supervisor

Agents & Supervisors

Agent Groups & Teams

Topics & Task Flows

Reporting

Voice, Email & Chat

SE with VM Pro

2ND HDD

Contact

Recorder

Trunk 500v2 SE Expansion

UCID -------> UCID

Short Code -------> Topic

IP Office IPOCC

SIP PRI

Digital Ext IP Ext Agent Supervisor

Agents & Supervisors

Agent Groups & Teams

Topics & Task Flows

Reporting

Voice, Email & Chat

VM Pro &

Contact

Recorder

UCID -------> UCID

Short Code -------> Topic

Core (kernel)

Task-server Man-ager

Real time Statistics

(Monitor_srv)

Routing (vectors)

Historical Reports (Statistic_srv)

E-Mail Taskserver

DB Access

Sybase DB

Taskserver Interface (Abstraction Layer)

E-Mail System

POP3/IMAP

Outbound (autodialer)

Trace Server

Watch dog

IPOCC User Interface

Chat Taskserver

Chat Server e.g. OpenFire

Web Services

IPO Taskserver

IVR VEA

SIP Extension

AGENTS

IPOCC Agents

SUPERVISORS

IPOCC Supervisors

REPORTING &

IPOCC Reporting

Over 1,100 Reporting Parameters

IPOCC Reporting

IPOCC Reporting & Admin

IPOCC Admin

IP Office Contact Center Demo

Name Role Email Phone Fabio Ramos Avaya fvramos@avaya.com +1 408 562 2874

Avaya Sales & Partner Portal

https://sales.avaya.com/en/general/small-and-midmarket-business-promotions

IP Office Contact Center No Cost 3-1-1 Demo System

The ability to demonstrate solutions considerably increases the close rate. To do that consistently

and professionally, what better way than to use these solutions in house! Avaya are offering our

business partners, zero cost, IP Office Contact Center software - three voice agent licenses, one

multichannel license and one supervisor license. This program is open to all authorized Avaya

business partners and contact center credentials are not required. These licenses are to be used

exclusively in your lab or briefing centers for demonstration purposes, helping you to close

sales. The systems are limited to one per partner and cannot be resold. The licenses are set to

expire after 6 months, but can be renewed, again at no cost. This program is available to all

countries where IP Office Contact Center is sold and supported. Please contact your Avaya Channel

Sales Engineer to secure a demo system.

ADDITIONAL TRAINING AND IP

OFFICE OFFERS

http://us.westcon.com/content/vendors/avaya/avaya-ip-office/ip-office-sales-enablement

Session Title and Description Date

How to Create an Avaya Special Bid in PRM- hands-on overview of the SSR/PRM tool and process 9/17

IP Office 500v2 Apps-features and specs of IP Office Editions and User Licenses, Desktop, Mobile,

Built-in server applications and server options for an IP Office system

Tools and Resources for Sales-how to find relevant resources, access tools, and order Avaya

products

Tools and Resources for SEs and Techs- finding and using technical resources, Westcon’s Solution

Builder configuration tool, Avaya support site

IPOSS and Westcon Services-IPOSS support services offer, how to quote/order, register product

and Westcon’s Services

Introduction to Designing IP Office- an overview of the IP Office hardware and software; 2

customer case studies and full walk-throughs in Westcon’s Solution Builder tool

COMING SOON - Rapid Ramp for Avaya Networking!

Register for

the us.westcon

portal

Click for

Avaya Product

Information

and Updates

http://us.westcon.com

Westcon

Portal

Visit the Selling

Tools tab to find

SolutionBuilder

Design Tool

lms.us.westcon.com (login required)

• Avaya IP Office R9.0 - Implementation Training • For the AIPS credential

• WSS-VOUCHER-AVA-10S00005I

• $1,300.00

• Avaya IP Office R9.0– SMB Support Workshop • For the ACSS credential

• WSS-VOUCHER-AVA-5S00004I

• $1,200.00

• Avaya IP Office Basic Administration Training (VILT) • WSS-VOUCHER-AVA-IPOADMIN

• $399.00

• November 2014 – IPOCC Implementation • Watch Advisor and the Academy Site for listing to register

Premium Support for IP Office

Benefits Include:

• Premium implementation, configuration,

administration and programming assistance

• Advance scheduling of resources for availability

• Real time access to the Westcon Technical team

via express dial-in

• Best effort support on IP Office versions not

covered under warranty

• 2 hour response during standard business hours

Let Westcon Premium support help you improve the

overall support experience you provide to your

customers. Please contact your Westcon Account

Manager or one of our Professional Services

Specialists at 1-877-937-8737 for more information.

THANK YOU!

Meka Newell

IP Office SE and Certified Instructor

Meka.newell@westcon.com

630-723-0260

Avaya Product Manager Team @ Westcon

WCOAvayaPS@westcon.com

ADDITIONAL RESOURCES

SMB Implementation Course For installations and the AIPS exam

• Instructor-led, virtual training

• Hands-on labs accessed by an Avaya VPN in real time

• Occurs once per month for 5 days

• $1300 vs. $1750 through Avaya Learning

Course Information

SMB Support Course For advanced apps configurations and the ACSS exam

• Instructor-led, virtual training

• Hands-on labs accessed by an Avaya VPN in real time

• Occurs every other month for 3 days

• Learn how to configure the Advanced Applications, such as one-X

Portal, one-X Mobile, and Voicemail Pro.

• $1200 vs $1950.75 on Avaya Learning

Course Information

Staging Services for the Avaya Portfolio

Benefits to Avaya Partners

Equipment arrives onsite tested, pre-assembled and in

working order

Reduces shipping costs by order consolidation and direct

shipping

Reduces RMA’s / Eliminates DOA’s

Better allocation of your high-end engineer’s time

Product Licensing / Software Loading / Firmware Updates

Includes Pre-Registration Services

Improves product billing cash flow for partners

Offers bundling opportunities with additional Westcon

Services, including:

• Asset Tagging

• Promotional Packaging

• Remote Access

• Customized Requirements

Only $125

for an IP

Office

system!

• Westcon US-Homepage

• http://us.westcon.com

• IP Office Page-SolutionBuilder and Key Docs

• http://us.westcon.com/content/vendors/avaya/avaya

-ip-office

• Promotions-Details and Ordering Instructions

• http://us.westcon.com/content/promotions

• Select Avaya from the All Vendors tab

• Westcon Academy-Course Registration

• http://lms.us.westcon.com/

• Westview - Westcon Technical Support

• 877-937-9737

• https://westview.westcongroup.com/NAConvergenc

e/ContentPages/Home.aspx

• Ecommerce-Order Tracking, Parts Availability

• https://online.westcongroup.com

• Avaya Partner Portal

• http://avaya.com/partnerportal

• One Source-GPPC, ASD, EC

• www.avaya.com/ebizn

• Avaya Learning-Training and Exams for

• https://www.avaya-learning.com

• Partner Relationship Management Portal

• https://avaya.my.salesforce.com/home/home.jsp

• Business Partner Help Desk

• 720-444-5800

• partnerhelp@avaya.com

• Avaya Pre-Sales Support

• 888-297-4700

• https://atac.avaya.com/Technicenter.asp

US Partner Portal: http://us.westcon.com/

Registration is necessary to receive important Avaya email updates

Bookmark the IPO page:

http://us.westcon.com/content/vendors/avaya/avaya-ip-office

• Download key guides and access SolutionBuilder

Bookmark the promotions page:

http://us.westcon.com/content/promotions

• Select Avaya from the Vendors drop-down menu

• Read the key points of current Avaya promotions and download the full offer

definitions

Westview portal: http://bit.ly/16sihYr

Design assistance/requests, maintenance & installation quotes

eCommerce: http://bit.ly/188aDU6

For part #s, parts availability, invoices, RMAs, serial and tracking numbers

Register for these Westcon Sites

Useful Westcon Links

US Partner Portal http://us.westcon.com

IP Office Page http://us.westcon.com/content/vendors/avaya/avaya-ip-office

Access the Solution Builder

Design Tool

http://us.westcon.com/content/selling_tools

Promotions http://us.westcon.com/content/promotions

Westcon Academy http://lms.us.westcon.com/

Avaya Pricing Model Page http://us.westcon.com/content/vendors/avaya/avaya-apm

Support and Tech Assistance http://us.westcon.com/content/support

WestView Portal https://westview.westcongroup.com/NAConvergence/ContentPages/Home.aspx

Ecommerce https://online.westcongroup.com

Public Sector Program http://publicsector.westcon.com

Federal Program http://us.federal.westcon.com

Services http://us.westcon.com/content/support/westcon-services

Current Analysis Tool http://us.westcon.com/content/selling_tools/current-analysis

Useful Avaya Links

Single Sign On https://sso.avaya.com

Partner Portal http://avaya.com/partnerportal

One Source Landing Page- Pricing Catalogue, Design

Tools, Special Bids

www.avaya.com/ebizn

Avaya Learning http://www.avaya-learning.com

PRM Portal & Opportunity Registration https://avaya.my.salesforce.com/home/home.jsp

Support Site http://support.avaya.com

Proposal Suite https://proposalsuite.avaya.com

Product Registration & Support http://support.avaya.com

IP Office Knowledgebase http://marketingtools.avaya.com/knowledgebase/

IP Office Licensing – BP redeems http://adi.avaya.com

Partner Marketing Central http://pmc.avaya.com/ui/home.aspex

Useful Avaya Contacts

Business Partner Help Desk 720-444-5800

Avaya IT Helpdesk 866-AVAYA-IT

Avaya Learning Support 866-282-9254

Business Partner Care Center (BPCC)-sold-to

lookups

800-225-0266

Avaya Technology and Consulting (ATAC) 888-297-4700

Avaya Technical Services Organization 877-295-0099

Avaya Remote Feature Activation Help Desk 866-282-9248

End User Customer Support 800-242-2121

Avaya National Parts 800-222-7278 Option 4

Policy Guides • Avaya Connect Program Guide for Partners

• 2014 Enhanced Deal Registration Policy Guide

• Grow Right 2.0 Policy Guide

• SME Solution Sale Incentive Policy Guide for FY 2014

Credentials: Avaya Solutions Authorization Policy Guide

PLEASE NOTE: These are direct links to downloads from the Avaya Partner

Portal and require you to be logged in through your Avaya SSO login

Promotions: http://us.westcon.com/content/promotions

• Select Avaya from the Vendors drop-down tab

Registering for your SSO Login https://sso.avaya.com/cxp/portal/SelfRegistration.portal

-Select Partner for My Relationship with Avaya

Training Requirements

IP Office Scopia Data Enterprise

Sales (free) 2 X APSS -SME 2 X APSS - Scopia

2 X APSS – Data

(for restricted

products)

2 X APSS- UC

Design (free) N/A 1 X APDS - Scopia

1 X APDS – Data

(for restricted

products)

1 X APDS- UC

Implementation 1 X AIPS - SME 1 X AIPS - Scopia 1 X AIPS - Data 1 X AIPS- UC

Maintenance 1 X ACSS - SME Second ACSS -

Scopia 1 X ACSS - Data 2 X ACSS- UC

Download the Avaya Solutions Authorization Policy Guide

Make sure you

are signed into

Avaya Learning

before adding

courses to your

Select

Learning

Catalog to find

your course

Accessing the SMEC APSS Training and Exam

https://avaya-learning.com/t/Home

Click to add to

your cart

Add the 3

course modules

and the exam to

your cart

advanced training on avaya ip office contact center...

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