Advanced Training on Avaya IP Office Contact Center (IPOCC)

Transcription

1 Advanced Training on Avaya IP Office Contact Center (IPOCC) Susie Jorgensen Product Sales Manager, Westcon Meka Newell Westcon SE & Avaya Certified Instructor

2 QUICK UPDATES AND IMPORTANT DATES TO KNOW Susie Jorgensen

3 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.

4 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

5 Additional Avaya Promotions NEW! WLAN 9100 Competitive Rip Promotion thru 31Mar15 Receive an incremental promotional discount of 20% off Avaya Price List on an eligible WLAN ac 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 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

6 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

7 Agenda CC Comparison IPOCC Server Options IPOCC Licenses IPOCC with IP Office IPOCC Agent IPOCC Supervisor IPOCC Reporting & Admin IPOCC Demo

8 Customer Experience Affects Every Contact Center BUY MORE from companies that make it easy to do business Millennials will stop doing business with a company after one bad experience 59% INTERNET SELF-SERVICE TWITTER, FACEBOOK 23% WEB CHAT PHONE STORE say they constantly change how they deal with organizations 9 of 10 consumers want support while online % using channel to communicate with organizations

9 IP Office Contact Center CC COMPARISON

10 CCR, IPOCC & ACCS IPOCC ACCS Reporting Voice Reporting Voice Chat Chat SMS SMS Fax CCR Reporting Voice

11 CCR, IPOCC & ACCS Supported Features IPOCC ACCS CCR Voice Channel Multichannel ( , Chat, Fax, SMS) & 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) All Advanced Open Interfaces (incl. CCT, HDX and Open Queue) Social Media, Routed IM, Video, Predictive Outbound English Only Future Future Future Future SIP endpoint support Future Future Suite Applications Supported (WFO, POM, AEP, etc.) Enterprise Management Capabilities (Session Management, System Management, ACCCM, HA, Multi-site) Future Future 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

12 IP Office Contact Center Suite and Enterprise Features (HA, Session Mgmt, etc.) Primary Competitors: Genesys Cisco Interactive Intelligence Altitude Enterprise Market Scale to 250 Multi-channel Voice IP Office Contact Center Primary (IPOCC) Competitors: OVA/ISO ShoreTel Hardware Voxtron Appliance (BT) Altitude Intended for Presence IPO Partners Avaya Competitors: Contact Center Select Primary Cisco (ACCS) Competitors: UCC-X Genesys Interactive Express Intelligence Cisco CIC Virtual Software UCCx Appliance Altitude Aspect Hardware Appliance Presence Shoretel Intended for Contact Center Huawei Genesys Express Focused Partners Huawei Available for IPO Partners Shoretel Etc

13 IPOCC & ACCS

14 CCR, IPOCC & ACCS Customer Call Reporter (CCR) included in Advanced Edition, shares Voic 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 Voic 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 Voic 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

15 IP Office Contact Center IPOCC SERVER OPTIONS

16 IP Office Contact Center Server Options Avaya Provided Server Customer Supplied Server Virtualized Server

17 IP Office Contact Center Capacity Call Server IP Office Contact Center IPO 500v2 - Up to 30 Agents - No multi-site support over SCN IPO SE - Up to 100 Agents - IPO SE Primary Server & up to 32 nodes Licenses IPO 500v2 Application Server - Voic Pro - Contact Recorder - Additional hard drive for Contact Recorder IPO SE - Contact Recorder on IPO SE - Additional hard drive for Contact Recorder ADI Avaya IP Endpoint, CTI Link Pro & Contact Recorder Server Requirements - Quadcore 3.1 GHz, 8GB RAM - 2 Seagate ST500DM GB 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 PLDS Base 500v2, Base SE, Voice Agent, Multichannel Agent, Supervisor & Upgrade Base 500v2 to SE

18 IP Office Contact Center Part Number IPOCC Description ALP MPG Status R210 II XL SERVER IP OFFICE CONTACT CENTER $ 14, P Available R210 II XL 500GB 7200 HDD $ P Available IP OFFICE R9 IPO CONTACT CENTER BASE IP500 V2 LIC:DS $ 2, P Available IP OFFICE R9 IPO CONTACT CENTER VOICE AGENT LIC:DS $ P Available IP OFFICE R9 IPO CONTACT CENTER MULTI CHANNEL AGT LIC:DS $ P Available IP OFFICE R9 IPO CONTACT CENTER SUPERVISOR LIC:DS $ 1, P Available IP OFFICE R9 IPO CONTACT CENTER BASE SERVER EDITION LIC:DS $ 2, P Available IP OFFICE R9 IPO CONTACT CENTER BASE IP500 V2 TO SE LIC:DS $ - 9P Available Prices current as of 9/16/14

19 IP Office Contact Center IPOCC LICENSES

20 IPOCC Base License for 500v2 ADI License Description CTI Pro License Voic Pro Recordings Administrator Avaya IP Endpoint License enabled 3rd party TAPI/TAPID Enables Contact Recorder for CHAP connection PLDS License VALUE_CIE_PX_IPO(1) VALUE_CIE_IVR_CON (1) VALUE_CIE_IVR_PORT (Channels 90) VALUE_CIE_CC_CLIP (10 for addresses) VALUE_CIE_CC_TEAMLEADER(1) VALUE_CIE_CC_SERVUSER(2) VALUE_PHX_BASE 30 LIC FEAT_CIE_CC_UMR Single PBX connection - IP Office One CHAP port 90 Channels (Max for 32 bit CHAP) Assume this is enough Description Enables supervisor application in UI for pre-configured monitors and reports. 2 concurrent service users. They are needed for configuration. (new) - allows up to 30 agents to be active/logged in 1 for whole system, checked by C3000 server

21 IPOCC Base License for Server Edition ADI License Description CTI Pro License VMPro Recordings Administrators Avaya IP Endpoint License enabled 3rd party TAPI/TAPID Enables Contact Recorder for CHAP connection PLDS License VALUE_CIE_PX_IPO(1) VALUE_CIE_IVR_CON (1) VALUE_CIE_IVR_PORT (Channels 90) VALUE_CIE_CC_CLIP (10 for addresses) VALUE_CIE_CC_TEAMLEADER(1) VALUE_CIE_CC_SERVUSER(2) VALUE_PHX_BASE 100 LIC FEAT_CIE_CC_UMR Single PBX connection - IP Office One CHAP port 90 Channels (Max for 32 bit CHAP) Assume this is enough Description Enables supervisor application in UI for pre-configured monitors and reports. 2 concurrent service users. They are needed for configuration. (new) - allows up to 100 agents to be active/logged in 1 for whole system, checked by C3000 server

22 IPOCC Voice Agent License ADI License Description Preferred Edition Additional Voic Ports Needed for 100% call recording PLDS License VALUE_CIE_CC_USER_VOICE VALUE_CIE_CC_ MONTELUSER Description one license per logged in telephony agent extended voice features, one license per logged in telephony agent

23 IPOCC Multichannel Agent License ADI License Description none none PLDS License VALUE_CIE_CC_USER_CHAT VALUE_CIE_CC_USER_NONVOICE VALUE_CIE_CC_TEXTMODULES Description one license per logged in chat agent one license per logged in agent one license per agent for usage of text blocks in

24 IPOCC Supervisor License ADI License Description none none PLDS License Description VALUE_CIE_CC_SUPERVISOR One license per agent with supervisor rights (Silent Monitoring, configuration of monitoring and reports)

25 IPOCC Base 500v2 to SE Migration License ADI License Description none none PLDS License VALUE_PHX_BASE 100 LIC Description (new) - allows up to 100 agents to be active/logged in

26 PLDS LAC for IPOCC Licenses Sample LAC 14ZH324116C1D88E5B4AD9E7

27 IPOCC MAC & WebLM Host ID

28 LAC & IPOCC MAC/WebLM Host ID

29 IP Office Contact Center

30 IP Office Contact Center IPOCC with IP OFFICE

31 IP Office Contact Center Primary Server Voic Pro Server one-x Portal Server H.323 Trunk Secondary Server 256 Estimated VCM Channels Avaya IP Endpoint Up to 150 Connections Allowed H.323 Trunk H.323 Trunk 256 Estimated VCM Channels IPOCC Server PSTN 8 PRIs 8 PRIs 192 PRI Channels 500v2 Expansion 10 to 148 Potential VCM Channels

32 IP Office Contact Center Primary Server Voic Pro Server one-x Portal Server H.323 Trunk Secondary Server 128 Estimated VCM Channels Avaya IP Endpoint Up to 150 Connections Allowed H.323 Trunk H.323 Trunk IPOCC Server 128 Estimated VCM Channels PSTN 8 PRIs 8 PRIs 192 PRI Channels 500v2 Expansion 10 to 148 Potential VCM Channels

33 IP Office SIP IPOCC 2 ND HDD Contact Recorder SE with VM Pro UCID > UCID CTI Link Agents & Supervisors Agent Groups & Teams Topics & Task Flows Reporting H.323 Trunk 500v2 SE Expansion SIP Ext Short Code > Topic Voice, & Chat PRI Digital Ext IP Ext Agent Supervisor

34 IP Office IPOCC SIP VM Pro & Contact Recorder PRI UCID > UCID Agents & Supervisors Agent Groups & Teams Topics & Task Flows Reporting 500v2 Short Code > Topic Voice, & Chat IP Ext Digital Ext Agent Supervisor

35 IP Office Contact Center IPOCC User Interface Trace Server Watch dog DB Access Sybase DB Outbound (autodialer) Real time Statistics (Monitor_srv) Core (kernel) Historical Reports (Statistic_srv) Routing (vectors) Taskserver Manager Web Services Taskserver Interface (Abstraction Layer) IPO Taskserver Chat Taskserver Taskserver IVR VEA CHAP XMPP POP3/IMAP SIP Extension IPO TAPI Chat Server e.g. OpenFire System

36 IP Office Contact Center IPOCC AGENTS

37 IPOCC Agents

38 IPOCC Agents

39 IPOCC Agents

40 IPOCC Agents

41 IPOCC Agents

42 IPOCC Agents

43 IP Office Contact Center IPOCC SUPERVISORS

44 IPOCC Supervisors

45 IPOCC Supervisors

46 IP Office Contact Center IPOCC REPORTING & ADMIN

47 IPOCC Reporting Over 1,100 Reporting Parameters

48 IPOCC Reporting Over 1,100 Reporting Parameters

49 IPOCC Reporting Over 1,100 Reporting Parameters

50 IPOCC Reporting Over 1,100 Reporting Parameters

51 IPOCC Reporting & Admin

52 IPOCC Admin

53 IPOCC Admin

54 IPOCC Admin

55 IPOCC Admin

56 IPOCC Admin

57 IPOCC Admin

58 IPOCC Admin

59 IPOCC Admin

60 IP Office Contact Center DEMO

61 IP Office Contact Center Demo Avaya Sales & Partner Portal IP Office Contact Center No Cost 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. Name Role Phone Fabio Ramos Avaya fvramos@avaya.com

62 ADDITIONAL TRAINING AND IP OFFICE OFFERS

63 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 12/02 10/7 9/23 10/16 9/30 COMING SOON - Rapid Ramp for Avaya Networking!

64 Register for the us.westcon portal Visit the Selling Tools tab to find the SolutionBuilder Design Tool Click for Avaya Product Information and Updates Our Westcon Portal

65 lms.us.westcon.com (login required) Avaya IP Office R9.0 - Implementation Training For the AIPS credential WSS-VOUCHER-AVA-10S00005I $1, Avaya IP Office R9.0 SMB Support Workshop For the ACSS credential WSS-VOUCHER-AVA-5S00004I $1, Avaya IP Office Basic Administration Training (VILT) WSS-VOUCHER-AVA-IPOADMIN $ November 2014 IPOCC Implementation Watch Advisor and the Academy Site for listing to register

66 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 for more information.

67 THANK YOU! Meka Newell IP Office SE and Certified Instructor Avaya Product Manager Westcon WCOAvayaPS@westcon.com

68 ADDITIONAL RESOURCES

69 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

70 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 Voic Pro. $1200 vs $ on Avaya Learning Course Information

71 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!

72 Westcon US-Homepage Avaya Partner Portal IP Office Page-SolutionBuilder and Key Docs -ip-office Promotions-Details and Ordering Instructions Select Avaya from the All Vendors tab Westcon Academy-Course Registration Westview - Westcon Technical Support e/contentpages/home.aspx Ecommerce-Order Tracking, Parts Availability One Source-GPPC, ASD, EC Avaya Learning-Training and Exams for Certs Partner Relationship Management Portal Business Partner Help Desk partnerhelp@avaya.com Avaya Pre-Sales Support

73 Register for these Westcon Sites US Partner Portal: Registration is necessary to receive important Avaya updates Bookmark the IPO page: Download key guides and access SolutionBuilder Bookmark the promotions page: Select Avaya from the Vendors drop-down menu Read the key points of current Avaya promotions and download the full offer definitions Westview portal: Design assistance/requests, maintenance & installation quotes ecommerce: For part #s, parts availability, invoices, RMAs, serial and tracking numbers

74 Useful Westcon Links US Partner Portal IP Office Page Access the Solution Builder Design Tool Promotions Westcon Academy Avaya Pricing Model Page Support and Tech Assistance WestView Portal Ecommerce Public Sector Program Federal Program Services Current Analysis Tool

75 Useful Avaya Links Single Sign On Partner Portal One Source Landing Page- Pricing Catalogue, Design Tools, Special Bids Avaya Learning PRM Portal & Opportunity Registration Support Site Proposal Suite Product Registration & Support IP Office Knowledgebase IP Office Licensing BP redeems Partner Marketing Central

76 Useful Avaya Contacts Business Partner Help Desk Avaya IT Helpdesk 866-AVAYA-IT Avaya Learning Support Business Partner Care Center (BPCC)-sold-to lookups Avaya Technology and Consulting (ATAC) Avaya Technical Services Organization Avaya Remote Feature Activation Help Desk End User Customer Support Avaya National Parts Option 4

77 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: Select Avaya from the Vendors drop-down tab

78 Registering for your SSO Login -Select Partner for My Relationship with Avaya

79 Training Requirements IP Office Scopia Data Enterprise (UC) 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

80 Accessing the SMEC APSS Training and Exam Select Learning Catalog to find your course Make sure you are signed into Avaya Learning before adding courses to your cart

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82 Add the 3 course modules and the exam to your cart Click to add to your cart

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