Avaya IQ Overview
Release 5.0
April 2010
© 2010 Avaya Inc.
All Rights Reserved.
Notice
While reasonable efforts have been made to ensure that the
information in this document is complete and accurate at the time of
printing, Avaya assumes no liability for any errors. Avaya reserves the
right to make changes and corrections to the information in this
document without the obligation to notify any person or organization of
such changes.
Documentation disclaimer
Avaya shall not be responsible for any modifications, additions, or
deletions to the original published version of this documentation unless
such modifications, additions, or deletions were performed by Avaya.
End User agree to indemnify and hold harmless Avaya, Avaya's agents,
servants and employees against all claims, lawsuits, demands and
judgments arising out of, or in connection with, subsequent
modifications, additions or deletions to this documentation, to the
extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked Web
sites referenced within this site or documentation(s) provided by Avaya.
Avaya is not responsible for the accuracy of any information, statement
or content provided on these sites and does not necessarily endorse
the products, services, or information described or offered within them.
Avaya does not guarantee that these links will work all the time and has
no control over the availability of the linked pages.
Warranty
Avaya provides a limited warranty on this product. Refer to your sales
agreement to establish the terms of the limited warranty. In addition,
Avaya’s standard warranty language, as well as information regarding
support for this product, while under warranty, is available to Avaya
customers and other parties through the Avaya Support Web site:
http://www.avaya.com/support. Please note that if you acquired the
product from an authorized Avaya reseller outside of the United States
and Canada, the warranty is provided to you by said Avaya reseller and
not by Avaya.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA
WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE
APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR
INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC.,
ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER
(AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH
AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS
OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES
NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED
FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN
AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE
RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE
ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE.
BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR
AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF
YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING,
DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER
REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”),
AGREE TO THESE TERMS AND CONDITIONS AND CREATE A
BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE (“AVAYA”).
Avaya grants End User a license within the scope of the license types
described below. The applicable number of licenses and units of
capacity for which the license is granted will be one (1), unless a
different number of licenses or units of capacity is specified in the
Documentation or other materials available to End User. “Designated
Processor” means a single stand-alone computing device. “Server”
means a Designated Processor that hosts a software application to be
2
Avaya IQ Overview
accessed by multiple users. “Software” means the computer programs
in object code, originally licensed by Avaya and ultimately utilized by
End User, whether as stand-alone products or pre-installed on
Hardware. “Hardware” means the standard hardware originally sold by
Avaya and ultimately utilized by End User.
License types
Designated System(s) License (DS). End User may install and use
each copy of the Software on only one Designated Processor, unless
a different number of Designated Processors is indicated in the
Documentation or other materials available to End User. Avaya may
require the Designated Processor(s) to be identified by type, serial
number, feature key, location or other specific designation, or to be
provided by End User to Avaya through electronic means established
by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the
Software on multiple Designated Processors or one or more Servers,
so long as only the licensed number of Units are accessing and using
the Software at any given time. A “Unit” means the unit on which Avaya,
at its sole discretion, bases the pricing of its licenses and can be,
without limitation, an agent, port or user, an e-mail or voice mail account
in the name of a person or corporate function (e.g., webmaster or
helpdesk), or a directory entry in the administrative database utilized
by the Software that permits one user to interface with the Software.
Units may be linked to a specific, identified Server.
Database License (DL). End User may install and use each copy of the
Software on one Server or on multiple Servers provided that each of
the Servers on which the Software is installed communicate with no
more than a single instance of the same database.
CPU License (CP). End User may install and use each copy of the
Software on a number of Servers up to the number indicated by Avaya
provided that the performance capacity of the Server(s) does not
exceed the performance capacity specified for the Software. End User
may not re-install or operate the Software on Server(s) with a larger
performance capacity without Avaya's prior consent and payment of an
upgrade fee
Named User License (NU). End User may: (i) install and use the
Software on a single Designated Processor or Server per authorized
Named User (defined below); or (ii) install and use the Software on a
Server so long as only authorized Named Users access and use the
Software. “Named User,” means a user or device that has been
expressly authorized by Avaya to access and use the Software. At
Avaya's sole discretion, a “Named User” may be, without limitation,
designated by name, corporate function (e.g., webmaster or helpdesk),
an e-mail or voice mail account in the name of a person or corporate
function, or a directory entry in the administrative database utilized by
the Software that permits one user to interface with the Software.
Shrinkwrap License (SR). With respect to Software that contains
elements provided by third party suppliers, End User may install and
use the Software in accordance with the terms and conditions of the
applicable license agreements, such as “shrinkwrap” or “clickwrap”
license accompanying or applicable to the Software (“Shrinkwrap
License”). The text of the Shrinkwrap License will be available from
Avaya upon End User’s request (see “Third-party Components” for
more information).
Copyright
Except where expressly stated otherwise, no use should be made of
materials on this site, the Documentation(s) and Product(s) provided
by Avaya. All content on this site, the documentation(s) and the
product(s) provided by Avaya including the selection, arrangement and
design of the content is owned either by Avaya or its licensors and is
protected by copyright and other intellectual property laws including the
sui generis rights relating to the protection of databases. You may not
modify, copy, reproduce, republish, upload, post, transmit or distribute
in any way any content, in whole or in part, including any code and
software. Unauthorized reproduction, transmission, dissemination,
storage, and or use without the express written consent of Avaya can
be a criminal, as well as a civil, offense under the applicable law.
April 2010
Third-party components
Certain software programs or portions thereof included in the Product
may contain software distributed under third party agreements (“Third
Party Components”), which may contain terms that expand or limit
rights to use certain portions of the Product (“Third Party Terms”).
Information regarding distributed Linux OS source code (for those
Products that have distributed the Linux OS source code), and
identifying the copyright holders of the Third Party Components and the
Third Party Terms that apply to them is available on the Avaya Support
Web site: http://www.avaya.com/support/Copyright/.
Preventing toll fraud
“Toll fraud” is the unauthorized use of your telecommunications system
by an unauthorized party (for example, a person who is not a corporate
employee, agent, subcontractor, or is not working on your company's
behalf). Be aware that there can be a risk of toll fraud associated with
your system and that, if toll fraud occurs, it can result in substantial
additional charges for your telecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need
technical assistance or support, call Technical Service Center Toll
Fraud Intervention Hotline at +1-800-643-2353 for the United States
and Canada. For additional support telephone numbers, see the Avaya
Support Web site: http://www.avaya.com/support/. Suspected security
vulnerabilities with Avaya products should be reported to Avaya by
sending mail to: [email protected].
Trademarks
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support
Web site: http://www.avaya.com/support
Contact Avaya Support
Avaya provides a telephone number for you to use to report problems
or to ask questions about your product. The support telephone number
is 1-800-242-2121 in the United States. For additional support
telephone numbers, see the Avaya Web site: http://www.avaya.com/
support
Avaya IQ Overview
April 2010
3
4
Avaya IQ Overview
April 2010
Contents
Chapter 1: Introduction to Avaya IQ........................................................................................7
Need more information?....................................................................................................................................8
Chapter 2: How Avaya IQ solves common contact center problems...................................9
Reporting administration solutions....................................................................................................................9
Reporting management solutions.....................................................................................................................9
Reporting design and technical solutions........................................................................................................10
Chapter 3: Avaya IQ functional description..........................................................................13
Avaya IQ functional description diagram.........................................................................................................13
Avaya IQ components.....................................................................................................................................14
Communication Data Mart......................................................................................................................14
Data collection and processing...............................................................................................................15
Reports...................................................................................................................................................15
Administration.........................................................................................................................................15
Network management.....................................................................................................................................16
Enterprise integration......................................................................................................................................16
Identity management system..................................................................................................................16
Enterprise database...............................................................................................................................17
Data exports to external applications..............................................................................................................17
Browser-based reporting and administration..................................................................................................17
Data sources...................................................................................................................................................17
Data source terms..................................................................................................................................18
Communication Manager interactions with Avaya IQ.............................................................................18
Proactive Contact interactions with Avaya IQ.........................................................................................19
Voice Portal interactions with Avaya IQ..................................................................................................19
Chapter 4: Avaya IQ deployments.........................................................................................21
Deployment terms...........................................................................................................................................22
application host computer.......................................................................................................................22
database host computers.......................................................................................................................22
source.....................................................................................................................................................22
site..........................................................................................................................................................22
data buffering..........................................................................................................................................22
Deployment architecture overview..................................................................................................................23
Subsystems.....................................................................................................................................................24
Host functions.................................................................................................................................................24
Backend Database.................................................................................................................................25
Administration.........................................................................................................................................25
Data Processing.....................................................................................................................................25
Reporting................................................................................................................................................25
Data Collection.......................................................................................................................................25
All Functions...........................................................................................................................................26
Site patterns....................................................................................................................................................26
Dual Host site pattern.............................................................................................................................26
Multiple Hosts site pattern......................................................................................................................27
Remote Data Collection site pattern.......................................................................................................27
Deployment patterns.......................................................................................................................................28
Consolidated deployment pattern...........................................................................................................28
Avaya IQ Overview
April 2010
5
Distributed deployment patterns.............................................................................................................31
Database configurations.................................................................................................................................33
Turnkey configurations....................................................................................................................................33
Chapter 5: Support..................................................................................................................35
Maintenance agreements................................................................................................................................35
Requirements for support................................................................................................................................35
Support limitations and restrictions.................................................................................................................36
Remote access for technical support..............................................................................................................36
Support contacts.............................................................................................................................................36
Chapter 6: Security..................................................................................................................39
Security recommendations..............................................................................................................................39
Avaya security offers.......................................................................................................................................40
Security documentation...................................................................................................................................40
Index.........................................................................................................................................41
6
Avaya IQ Overview
April 2010
Chapter 1: Introduction to Avaya IQ
Avaya IQ is a reporting and analytics platform that consolidates real time data from Avaya
customer service solutions and enterprise business resources to deliver reports that relate
activity to results.
Avaya IQ is for businesses with contact centers, also called call centers, that have an
Communication Manager as the centerpiece of the customer service solution. Avaya IQ
collects call-traffic data, formats management reports, and provides an administrative interface
to the Automatic Call Distribution (ACD) feature on Communication Manager. Avaya IQ also
merges inbound call reports using Communication Manager, and outbound call reports using
Proactive Contact, into a single report.
Avaya IQ provides many benefits, including:
• Single View of the Customer Experience: Integrates and consolidates performance and
customer data from across the contact center and business. You can retain all detail data,
providing the ability to drill-down or roll-up important details that define both agent
activities and impact on the customer experience.
Avaya IQ helps organizations realize a single view of the truth. Important decisions are
based on facts with drill-down capabilities that make details immediately available.
• Unified View of Blended Agent Performance: Creates a unified view of blended inbound
voice call data from Call Center Software with outbound Proactive Contact information.
Managers and supervisors have a unified rationalized view of agent and operational
performance against critical key performance indicators (KPIs).
• Agent Behavior Reporting: Includes customizable reports that highlight agent behavior to
which supervisors can immediately react versus culling through tables of data looking for
discrepancies.
Avaya IQ speeds analysis and resolution of problem agent behavior. Allows supervisors to
clearly understand impact on the customer experience.
• Out of the Box Reporting and Analytics: Out-of-the-box standard reports and analytics,
such as cross-tab reports, give a relational view of performance indicators. Enables
trending or early customer opportunity detection.
• Web Reports: Avaya IQ is a web-based thin client that enables reports to be easily shared
across the business. Reports and analysis can be accessed from anywhere, posted
online, distributed via email distribution lists, or individually e-mailed for the recipient to
view, print or save as required.
Avaya IQ Overview
April 2010
7
Introduction to Avaya IQ
Reduces or eliminates reporting administration and simplifies the ability to share the
customer experience and customer service information with key stakeholders and
decision makers across the business.
• Time Zone Reporting: Supports the display of data in the time zone of choice for the report
user. Distributed contact centers can see a rolled up view using a corporate time zone,
for example, GMT, as well as a local time zone.
Distributed contact center supervisors and managers able to view reports local to their
site, improving their analysis and response. Businesses benefit from a simpler, adaptable
reporting and analytics framework that serves all constituents' needs.
• What's New With This Release: Release 5.0 provides substantial new functionality
including:
- Spanish (Latin) support of the user interfaces and the documentation. Avaya IQ also
supports Simplified Chinese, French, German, Japanese, Korean, Brazilian
Portuguese, and Latin Spanish.
- Turnkey configuration, allowing customers without DBAs to buy Avaya IQ with the
database, operating system, and application already installed.
- More report users, by providing a third data host.
Need more information?
For more information about Avaya IQ, this Overview includes the following topics:
• How Avaya IQ solves common contact center problems on page 9
• Avaya IQ functional description diagram on page 13
• application host computer on page 22
• Security on page 39
• Maintenance agreements on page 35
If you need more overview information about Avaya IQ than what is provided here, see the
Avaya IQ white papers at: http://www.avaya.com/gcm/master-usa/en-us/products/offers/
iq.htm&View=ProdResources
8
Avaya IQ Overview
April 2010
Chapter 2: How Avaya IQ solves common
contact center problems
There are general challenges that every contact center experiences. Avaya has addressed
these challenges and many more with Avaya IQ. This section describes some of the more
prevalent contact center problems that Avaya IQ has solved.
Reporting administration solutions
If you are a system administrator or network administrator, Avaya IQ provides the following
reporting administration solution:
For most contact center reporting systems, administrators must add agents separately on both
the switch and the reporting adjunct because each system has its own user interface and
database. Consequently, agent administration must be manually coordinated across systems.
Avaya IQ eliminates this problem by allowing administrators to enter agent names and related
data one time on the switch. Once this administration is done, the switch automatically
propagates administration information to Avaya IQ.
Related topics:
Administration on page 15
Reporting management solutions
If you are a contact center operations manager or supervisor, Avaya IQ provides the following
reporting management solutions.
One report for inbound and outbound calls
Your contact center receives separate and lengthy reports from the switch (inbound calls) and
from the predictive dialer (outbound calls). This uncorrelated view of contact center activity
makes it easy to misinterpret data. For example, an agent who shows high profits in an
outbound calling report may show a lack of productivity for the same time in an inbound call
report. A person reading either of these reports might not consider the other report. Therefore,
contact centers often resort to manually consolidating reports by printing reports from each
system, and then combining both reports into a formatted spreadsheet. Manual consolidation is
a labor-intensive exercise that frequently leads to errors.
Avaya IQ Overview
April 2010
9
How Avaya IQ solves common contact center problems
Because Avaya IQ receives data from the Automatic Call Distributor (ACD) and the outbound
dialer, it can merge the inbound call and outbound call reports into a single report. The
increased flexibility afforded by Avaya IQ’s consolidated database makes it easy to create
views of your data that were difficult to achieve when the data was stored on separate systems.
Accessible reports
Many contact centers have problems distributing reports to all the people who need to see the
data.
Avaya IQ’s Web-based reporting gives users access to previously inaccessible reports. With
the appropriate permissions, users can access reports from a URL. This has the following
benefits:
• Access to specific reports is not limited by location
• IT support for remote users is eliminated because contact centers no longer need to buy
and maintain a client application on each desktop
Relevant reports
Different contact center personnel need to view the same data presented in different ways,
and many reporting systems limit the way data can be presented. For example, different
personnel can require reports in different languages, for different levels of detail, for separate
locations, and so on.
Contact centers using Avaya IQ can easily create relevant reports that:
• Integrate real-time and historical data into one report
• Create multilingual reports so that your contact center can support concurrent users with
different language needs
• Use or change pre-built, out-of-the-box reports so that you do not have to create reports
from scratch
• Create custom reports using a report designer, eliminating the need for programmers to
create custom reports
• Create reports so that report users can view data for their location, time zone, function,
organization, or other user-defined views
Reporting design and technical solutions
If you are designing an Avaya IQ solution for your company or if you provide technical support
for a contact center, Avaya IQ provides more flexibility than any other reporting solution.
Most reporting systems deploy their application and database software on one server. Avaya
IQ uses modular software functions that can be deployed on one server or across many
servers, depending on your requirements.
10
Avaya IQ Overview
April 2010
Reporting design and technical solutions
Easier and less expensive expansion
Without Avaya IQ, if you outgrow the capacity of your server and need more processing power,
the only way to expand is to add more processors. If the server does not have spare processor
sockets, you must buy an entirely new server and replace the old one.
Using Avaya IQ, you can add a new server as needed without having to retire the old one.
User requests can then be processed by any available server.
Improved performance
It is difficult to tune the performance of a reporting system. Usually, the application and
database software have different and competing performance characteristics. For example,
the database might require large memory buffers for report queries, while the application needs
memory for users.
With Avaya IQ, you distribute the application and the database onto separate servers so that
each is optimized to provide the highest performance.
Resiliency
The reporting system can be susceptible to network failures when users and data application
host computers are located remotely from the server. This results in data loss or poor
performance.
Avaya IQ’s distributable architecture puts functionality close to the users and data sources.
This allows data to be preserved and improves response times.
Avaya IQ Overview
April 2010
11
How Avaya IQ solves common contact center problems
12
Avaya IQ Overview
April 2010
Chapter 3: Avaya IQ functional description
Avaya IQ functional description diagram
The following diagram provides a description of all Avaya IQ functional components. For more
information about each component in the diagram, see the corresponding topic in this section.
1
Network management
2
Network management system
3
Enterprise integration
4
Identity management
5
Enterprise database
6
Data export to external applications
Avaya IQ Overview
April 2010
13
Avaya IQ functional description
7
Browser-based reporting and administration
8
Data sources
9
Proactive Contact
10
Communication Manager
11
Voice Portal
12
Avaya IQ
13
Data collection and processing
14
Communication Data Mart
15
Reports
16
Administration
Avaya IQ components
Communication Data Mart
Avaya IQ provides a Data Stream Reference for reporting. Other products collect their data
into separate databases and each product uses a separate reporting system. Separate
reporting systems can cause data inconsistencies due to differences in event measurements.
A business would have to use a third party product to export the data from the separate
databases into a common application, and then perform additional work to consolidate the data
through custom reporting. The Communication Data Mart eliminates the need to use a thirdparty application because Avaya IQ provides consistent reporting across products. The detail
data generated by multiple products is normalized by Avaya IQ and stored in the Avaya IQ
database. You have a consistent view of contact center activities across different products.
Avaya IQ provides consistent reporting across products. The detail data generated by multiple
products is normalized by Avaya IQ and stored in the Avaya IQ database. All summary data
is created from the detail data.
The Avaya IQ Data Stream Reference has the following advantages:
• You do not have to export detail data to external reporting products.
• You have a consistent view of contact center activities across different products.
• You can select hypertext links within summary reports to view the detail data.
• You minimize issues with interval boundaries and calls in progress because you have
access to the call detail data.
14
Avaya IQ Overview
April 2010
Avaya IQ components
Data collection and processing
Data collection and processing manages the events and data from the data sources. Data and
events are collected to buffer the data in case of a network failure and processed for historical
and real-time reporting. These data and events are then stored in the database.
Related topics:
Host functions on page 24
Reports
Avaya IQ integration with Communication Manager and Avaya Proactive Contact enables your
contact center to generate reports for agents who handle inbound voice calls, or for agents
who handle a combination of inbound and outbound voice calls. Avaya IQ reports provide the
following functions:
• Provide a high level of detail on contact handling events
• Allow you to view the detailed data from the perspective of the customer, the agent, or
the contact center operation.
Administration
Avaya IQ administration allows centralized control to your contact center operation. You can
administer resource permissions, reporting groups, contact center features, and Avaya IQ
features all from one interface.
Avaya IQ administration includes the following capabilities:
• Administration access through a Web browser user interface, so there is no client software
installation and maintenance
• Group your resources to reflect your business structure, from a broad to a fine level of
granularity
• Create user roles and permissions to control who has access to both administration and
sensitive reporting data
• Administer contact center resource attributes, such as agent queue (skill) assignment,
and have those options synchronized with Communication Manager software
• Integrate your corporate enterprise directory with Avaya IQ to manage employee access
to Avaya IQ and eliminate redundant administration of report user names
Avaya IQ Overview
April 2010
15
Avaya IQ functional description
• Schedule administration changes to accommodate special or regular changes in business
needs and strategy
• Multiple language support for synonyms of static values that display in reports (for
example, yes or no, occupied or not occupied, and so on), auxiliary states (Aux. reason
codes), and logout reason codes.
Related topics:
Reporting administration solutions on page 9
Network management
You can use a network management system to monitor your Avaya IQ hardware and software.
Avaya IQ sends Signaling Network Management Protocol (SNMP) traps to the network
management system when certain alarm conditions are detected. Traps can also be sent to
the Avaya alarm receiver.
Enterprise integration
Enterprise integration simplifies administration by enabling the incorporation of Avaya IQ data
with corporate data.
Identity management system
An identity management system keeps an inventory of users, such as administrators and
operations managers, and tracks login permissions and passwords. Avaya IQ will integrate
with your corporate identity management system so you do not have to manage separate
databases. Your Avaya IQ login is your corporate user name and password.
The purpose of integrating with an identity management system is two-fold. First, you save
time adding administrative and report users manually because the users are automatically
synchronized with Avaya IQ. All changes to your corporate directory are automatically picked
up by Avaya IQ. Second, password security is managed by your corporate directory and users
only have to remember one login and password. When these users are automatically
integrated with Avaya IQ, you can then assign permissions to the users so they can access
administration and reports as required by their jobs.
16
Avaya IQ Overview
April 2010
Data exports to external applications
Enterprise database
Enterprise data consists of any information stored in your corporate databases beyond the
scope of identity management. For example, any information you store about your customers is
considered enterprise data.
This data is made available to Avaya IQ for reporting purposes by integrating Avaya IQ with
your corporate database. Data can be imported into the Avaya IQ database to be displayed
on Avaya IQ reports.
Data exports to external applications
Avaya IQ data is compatible with many external applications. Avaya IQ has a data export
feature you can use to send data to other applications. Some applications that can use this
feature are workforce management systems, wallboards, and agent adherence applications.
Browser-based reporting and administration
Users access the Avaya IQ user interface from an internet browser to run reports and
administer Communication Manager.Avaya IQ users direct their internet browser to a
predetermined URL. Browser-based reporting and administration has the advantage of
simplifying desktop maintenance by eliminating the need to install or upgrade additional client
software.
Data sources
Currently, Avaya IQ supports data links from the following data sources:
• Communication Manager
• Avaya Proactive Contact
• Voice Portal
Avaya IQ Overview
April 2010
17
Avaya IQ functional description
Data source terms
Communication
Manager
The Avaya communication server that organizes and routes voice, data,
image, and video transmissions for a specific business. It can connect
to private and public telephone networks, ethernet LANs, ATM
networks, and the Internet.
Avaya Proactive
Contact
The Avaya predictive dialing application that manages high-volume
contact center operations. For example, Proactive Contact can be used
to sort out answering machines and busy signals before delivering live
calls to an agent.
Queue
A holding place for incoming calls that are waiting to be processed and
distributed to agents. A queue is also known as a skill on
Communication Manager and a job on Proactive Contact. On Proactive
Contact, a job - or queue - is a queue of outbound calls waiting to be
placed and distributed to agents.
Proactive Contact
Supervisor
An application used to manage outbound contact center activities and
generate reports. Proactive Contact Supervisor and CMS Supervisor
are separate and different applications.
Resource
An entity that can be managed for administration or reporting purposes,
such as contact center agents, queues, routing points, administration
and report users, trunks, and so on.
Routing point
The telephone number used to route calls into the contact center routing
processes. A routing point is also known as a Vector Directory Number
(VDN).
Communication Manager interactions with Avaya IQ
Contact center resources are synchronized with Avaya IQ if you use Communication Manager
version 3.1 or later. When you initialize the link between Avaya IQ and Communication
Manager, the contact center resources synchronize for the first time. This synchronization
saves you time with routine administration tasks. After you establish the Avaya IQ and
Communication Manager link, Avaya IQ supports direct administration of contact center
resources in the Communication Manager software.
The Communication Manager contact center resources you can administer are:
• Agents
• Routing points
18
Avaya IQ Overview
April 2010
Data sources
Proactive Contact interactions with Avaya IQ
Avaya IQ collects agent outbound call information from Proactive Contact when agents are
supporting both inbound and outbound calls through agent blending. You still require Proactive
Contact Supervisor to provide reports for outbound calls and jobs. Avaya IQ does not support
administration of the Proactive Contact software.
Voice Portal interactions with Avaya IQ
Voice Portal connects to Avaya IQ via a batch input interface. On a scheduled basis, Avaya
IQ collects the Call Detail Records and Sessions Detail Records stored in the Voice Portal
Management System (VPMS). This data is made available in conjunction with information from
the Communication Manager to provide cradle-to-grave and combined summary reporting. To
access the Application Detail Records you need to continue to use VPMS.
Avaya IQ Overview
April 2010
19
Avaya IQ functional description
20
Avaya IQ Overview
April 2010
Avaya IQ Overview
April 2010
21
Avaya IQ deployments
Chapter 4: Avaya IQ deployments
Deployment terms
application host computer
A host computer where the Avaya IQ software is installed. Application host computers can
contain any of the host functions except the Backend Database.
database host computers
A host computer where the database software used for Avaya IQ is installed. The database
host computer is where the Backend Database host function is installed.
source
The application that provides data to Avaya IQ. Communication Manager and Proactive
Contact are considered sources of Avaya IQ data. Also called data sources.
site
The customer location where the Avaya IQ host computers are deployed.
data buffering
A function that saves the events being sent by a data source to a buffer on a disk file or local
database before being sent over the network. If the network fails, the events continue to
accumulate in the buffer.
When the network is restored, the events in the buffer are sent ahead of any new events coming
from the source. This ensures that event loss is minimized if there is a network failure, or if
22
Avaya IQ Overview
April 2010
Deployment architecture overview
some other failure at the destination prevents events from being processed, such as a failure of
the main database server. Avaya recommends that every remote site has data buffering. Also
called, event buffering.
The Data Collection host function performs the data buffering for the site.
Deployment architecture overview
The design of an Avaya IQ system is flexible so that you can optimize the configuration based
on your specific needs and requirements. Avaya IQ uses modular software functions that can
be deployed on one application host computer or across many application host computers
depending on your requirements. Avaya IQ can be deployed:
• At a single site or distributed across multiple sites based on the geographic distribution
of your contact centers
• On a single application host computer or on multiple application host computers based
on your performance requirements
• Based on your need for data buffering across a Wide Area Network (WAN)
• Based on your capacity requirements for agents, supervisors, call volumes, and so on
Avaya IQ deployments can best be summed up by stating that software subsystems are
combined to create host functions. Host functions are then combined to create site patterns,
which in turn are used to create deployment patterns.
1. Modular software subsystems provide the core Avaya IQ functions.
2. Host functions are the permitted combination of subsystems that can be deployed
on a single application or database host computer.
3. Site patterns are a combination of host functions at one customer site.
4. Deployment patterns consist of local and remote site patterns that make up the
entire customer configuration.
Avaya IQ Overview
April 2010
23
Avaya IQ deployments
Subsystems
All of the Avaya IQ software is organized into functional modules, called subsystems. For
example, all of the software written for event management is contained within one subsystem,
while all report management software is contained within another subsystem.
This type of modular architecture means that you can deploy subsystems across multiple
application host computers. This can increase performance, improve resiliency, and make
growth easier and less expensive.
Some examples of subsystems are Real-Time Report Execution and Historical Data
Management.
Host functions
Host functions are the permitted combination of subsystems that can be deployed on a single
application host computer. The best way to describe a host function is to think of a specific
Avaya IQ software function, such as administration, and all of the software subsystems that
support this function. Each host function is deployed on its own application or database host
computer and enforced by administration during implementation.
Avaya IQ now supports the following deployments:
• Single host — includes an Avaya IQ application and a database on the same server.
• Dual host — includes two hosts, one for the Avaya IQ application and the other for
database.
• Multi-host — includes different hosts for data processing, data collection, reporting,
administration, and database.
Related topics:
Data collection and processing on page 15
24
Avaya IQ Overview
April 2010
Host functions
Backend Database
The Backend Database host function is the configuration of the database on one host
computer. The Implementation Planning Tool will never configure the database on the same
host computer with any of the Avaya IQ application software.
Administration
The Administration host function contains the administration and data management functions
on one application host computer. Only one administration host is required per contact center.
In a distributed deployment pattern, this application host computer is located at the main site
because it provides system-wide features and services.
Data Processing
The Data Processing host computer processes the events and data used for historical and
real-time reporting and stores this data in the database. A contact center can deploy multiple
Data Processing hosts if growth is anticipated.
Reporting
The Reporting host function contains the reporting applications, report access, historical and
real-time report execution, report authoring, and the Web server used for the reporting user
interface. A contact center can deploy an extra Reporting host if growth is anticipated.
Data Collection
The Data Collection host function preserves the events and data from the data sources on one
or more application host computers. The main purpose of the Data Collection host function
is to prevent data loss in case of network failures. You need a Data Collection host if you have a
WAN between your data source and your Data Processing host and you require network
Avaya IQ Overview
April 2010
25
Avaya IQ deployments
reliability. Your contact center can deploy multiple Data Collection hosts for growth and
reliability.
All Functions
The All Functions host combines all of the functions of the individual application host computers
except the backend database. This host function is appropriate for small deployments that do
not require separate host computers for Data Processing, Data Collection, Administration, and
Reporting and is located at the main site.
Site patterns
A site pattern is a configuration of host functions at one customer site. For example, you can
design your deployment so that one customer site does nothing but collect data, while another
customer site performs all Avaya IQ functions except data collection functions.
Dual Host site pattern
The Dual Hosts site pattern has the following characteristics:
• Located at the main site.
• All Avaya IQ functions are on one application host computer, except for the database.
• Recommended for customers with limited projected growth because expansion requires
upgrading or replacing the existing application host computer, or redeploying the system
as a Multiple Host site pattern.
The following table lists the number of host functions in a Dual Hosts site pattern.
Host function
26
Allowed quantity at site
All Functions
One
Backend Database
One
Avaya IQ Overview
April 2010
Site patterns
Multiple Hosts site pattern
The Multiple Hosts site pattern has the following characteristics:
• Located at the main site.
• Recommended for customers who anticipate growth or require higher capacities than a
Dual Hosts site pattern.
• All Avaya IQ functions are distributed across multiple application host computers for
reliability.
• Can be easily expanded by adding more application host computers. For example, you
can add a Reporting host computer to add more users. You can also add Data Processing
host computers to add more data sources.
The following table lists the number of host functions in a Multiple Hosts site pattern:
Host function
Allowed quantity per site
Data Processing
One or two
Backend database
One
Reporting
Up to three
Administration
One
RTD Host
Information required.
Remote Data Collection site pattern
The Remote Data Collection site pattern has the following characteristics:
• Located at a remote site.
• Recommended for customers who want data buffering at remote locations in the event
of a WAN failure.
The following table lists the number of host functions in a Remote Data Collection site pattern.
Host function
Data Collection
Allowed quantity per site
1 - 8 if working alongside a dual host site
pattern
1 - 16 if working alongside a multiple host
site pattern
Avaya IQ Overview
April 2010
27
Avaya IQ deployments
Deployment patterns
A deployment pattern is a combination of site patterns that create the entire customer system.
For example, a deployment pattern may consist of a site pattern at a local site combined with
the site patterns at one or more remote sites.
Deployment patterns also define the kinds of deployments that are supported by Avaya.
Deployment patterns that span sites are designed to provide the best performance and
reliability, and are optimized for growth.
Consolidated deployment pattern
The Consolidated deployment pattern has the following characteristics:
• All application and database host computers are consolidated at one main site.
• Data Sources can be local or remote.
Dual Hosts Consolidated deployment pattern
A Dual Hosts Consolidated deployment pattern consists of a Backend Database and an All
Functions host computer both located at the main customer site and no data buffering (Remote
Data Collection site pattern) at any remote site.
In the following example, the customer has a contact center located at site A where Avaya
IQ is deployed, and a remote contact center at site B. Both sites contain Communication
Manager data sources and contact centers.
28
Avaya IQ Overview
April 2010
Deployment patterns
1
Agents
2
Backent database
3
Communication Manager
4
All functions
5
Report users
6
WAN
Multiple Hosts Consolidated deployment pattern
A Multiple Hosts Consolidated deployment pattern consists of multiple application host
computers located at the main customer site and no data buffering at any remote site.
In the following example, all Avaya IQ application host computers are located at site A. Contact
centers are located at sites B, C, and D. The Data Processing host at site A collects data
from all of the contact centers. Since there are no Data Collection host computers at the remote
sites, a WAN failure results in a loss of data from the affected sites. Report users at all sites
access reports from theReporting hosts at site A. Multiple Reporting application host
computers provide the reporting capacity. Additional application hosts can be added if report
usage or call volume increases.
Avaya IQ Overview
April 2010
29
Avaya IQ deployments
30
1
Administration
2
Report Users
3
Reporting
4
RTD host
5
Agents
6
Backend Database
7
Data Processing
8
WAN
9
Communication Manager
10
Proactive Contact
Avaya IQ Overview
April 2010
Deployment patterns
Distributed deployment patterns
Distributed deployment patterns will be available in a future release.
Dual Hosts Distributed deployment pattern
A Dual Hosts Distributed deployment pattern consists of a Backend Database and an All
Functions host computer both located at the main customer site and one or more Data
Collection host computers located at a remote site.
In this example, site A is the main site and the primary Avaya IQ functionality is located on one
application host computer. Site B and site C are remote Data Collection sites that provide data
buffering of source data in case of a WAN failure. These deployment patterns are suitable for
customers with limited growth potential and availability needs but want protection from data
loss at remote sites in the event of a WAN failure.
1
Agents
2
Backend Database
3
Communication Manager
4
All Functions
5
Report users
6
WAN
7
Data Collection
8
Proactive Contact
Avaya IQ Overview
April 2010
31
Avaya IQ deployments
Multiple Hosts Distributed deployment pattern
A Multiple Hosts Distributed deployment pattern consist of multiple application host computers
located at the main customer site and Data Collection host computers located at one or more
remote sites. This deployment pattern will be available in a future release.
In this example, site A is the main site. To accommodate future growth, you can add Reporting
host computers to add more users, and add Data Processing host computers to add more data
sources to this site. Site B is a remote Data Collection site that collects data from sites B, D,
and E. Site C is another remote Data Collection site that collects data from remote sites C
and F. The data collected at sites B and C are buffered to protect against any WAN failures.
This customer has chosen to deploy three fewer application host computers by consolidating
data collection at sites B and C. A WAN failure affecting the link between sites F and C would
cause a loss of data from site F.
32
1
Agents
2
Communication Manager
3
Backend Database
Avaya IQ Overview
April 2010
Database configurations
4
Data Processing
5
Administration
6
Report users
7
Reporting
8
WAN
9
Data collection
10
Proactive Contact
Database configurations
Typically, the database used for Avaya IQ is on its own separate host computer. The database
and the Avaya IQ application are located on separate host computers because both have
different performance characteristics that require different configurations.
For a software-only deployment, the customer purchases the database hardware. For a
turnkey deployment, the database hardware is provided by Avaya.
Each Avaya IQ deployment requires one database.
Database host computer
You can run the Avaya IQ database on a database host computer shared with other enterprise
databases, as long as the database host computer is running the correct version of Oracle and
provides the capacities specified by your account representative.
You must provide a database host computer. It can be a dedicated host computer, or it can be
on a shared host computer with other enterprise databases.
Database operating system
It does not matter what operating system is used for the database host computer since Avaya
IQ does not install any software on the database host computer.
Turnkey configurations
Even through Avaya IQ is a software-only offer, you also have the option of ordering a complete
Avaya IQ system that includes the hardware and software required to use Avaya IQ. The
software is partially pre-configured by Avaya and will be installed and configured on-site by
Avaya or Business Partner personnel.
For Release 5.0 of Avaya IQ, the turnkey deployment is an All Functions application host and
the database host.
Avaya IQ Overview
April 2010
33
Avaya IQ deployments
Important:
Avaya IQ turnkey customers must not use or leverage the Oracle tools or applications by
any method, direct or indirect. Customers can only access the Oracle database by using the
methods, tools, and applications provided by Avaya.
34
Avaya IQ Overview
April 2010
Chapter 5: Support
Maintenance agreements
The Avaya Consulting and Systems Integration (C&SI) organization offers a complete range
of professional services that includes everything from initial planning and design through
support of the Avaya IQ system. For more information about C&SI offers, contact your account
representative or call C&SI. For contact information, see Support contacts.
Related topics:
Support contacts on page 36
Requirements for support
When you contact your Avaya support representative, be prepared to provide the following:
• Your full name, organization, and telephone number where an Avaya representative can
contact you about the problem
• The Sold To number, also known as the Functional Location (FL) number
• A description of the problem
• The type of service contract your organization has with Avaya.
• Your Communication Manager, Proactive Contact, and Avaya IQ release information
• A description of the Avaya IQ hardware, Avaya IQ deployment, operating system
software, and database software
• A description of any C&SI contracts for Avaya IQ
• Remote access to the Avaya IQ systems
For more information about remote access, see Remote access for technical support.
Important:
Always read the Troubleshooting document and visit the InSite web site before contacting
technical support.
Avaya IQ Overview
April 2010
35
Support
Related topics:
Remote access for technical support on page 36
Support limitations and restrictions
The following limitations or restrictions apply to Avaya IQ software support:
• The Avaya IQ software warranty only applies to the software media. The Avaya IQ
software warranty does not apply to the entire Avaya IQ solution. If the problem is not a
direct issue with the actual Avaya IQ software, you might be charged for software support.
At this time, the only exception to this rule is software bug issues.
• You must purchase an Avaya service contract, or you might be charged for software
support. If you are uncertain about the details or expiration date of an existing service
contract, contact your Avaya sales representative.
• Do not add hardware or software to the Avaya IQ configuration that does not meet Avaya’s
requirements. If your Avaya support representative suspects non-standard hardware or
software is causing Avaya IQ related problems, you will be asked to remove the
components that are out of compliance.
Remote access for technical support
Avaya support personnel require remote access to provide technical support. You must set up
one of the following methods in order to provide remote access:
• Secured Access and Control Lite (SACLite): For more information about SACLite, go to
http://support.avaya.com/sac/
• Web Conferencing
Support contacts
Contacting Avaya technical support
Avaya provides support telephone numbers for you to report problems or ask questions about
your product.
For United States support:
1- 800- 242-2121
For international support:
36
Avaya IQ Overview
April 2010
Support contacts
See the 1-800 Support Directory listings on the Avaya Web site: http://support.avaya.com/
Contacting Consulting and Systems Integration
Contact the Consulting and Systems Integration (C&SI) organization for more information
about maintenance offers.
If you are within the United States you can call 1-866-282-9266.
U.S. and international customers can also visit the Contact Center C&SI Web site.
Escalating a technical support issue
Avaya Global Services Escalation Management provides the means to escalate urgent service
issues. For more information, see the Escalation Management listings on the Avaya Web site.
Oracle database support
Go to www.oracle.com.
Avaya IQ Overview
April 2010
37
Support
38
Avaya IQ Overview
April 2010
Chapter 6: Security
Avaya makes every possible effort to ensure that it’s products are secure and reliable. Avaya
has an ongoing process to track and correct any security issues related to its products. You
must be aware of, and fix security vulnerabilities as they arise.
Security recommendations
These security recommendations will not guarantee complete system security, but they will
make your Avaya IQ system less susceptible to unauthorized system access and misuse.
Avaya recommends that you:
• Control and monitor who has access to your Avaya IQ system
• Place the Avaya IQ hardware components in an area restricted to persons of trust
• Create, publish, and enforce security policies that are relevant to your enterprise
• Follow industry best security practices for your network, servers, clients, data, and
database
• Use appropriate user management, password management, and role-based access
controls
• Generate data backups regularly
• Store all data backups and all original software in a secure location on site
• Store a copy of the data backups at a secure off site location
• Provide secure remote access infrastructure and policies
• Review log files for suspicious activity on a routine basis
• Do not use utilities that transmit passwords and other sensitive data in clear text
• Consider using encryption when you store sensitive data
• Use the Avaya IQ certificate management capabilities to create secure links
Avaya IQ Overview
April 2010
39
Security
Avaya security offers
You can contact the Avaya Consulting and Systems Integration (C&SI) organization for more
information about specific security offers such as audits, hardening, and infrastructure for
secure remote access.
Security documentation
Go to http://support.avaya.com/security, for specific information about:
• Avaya’s Product Security Vulnerability Response Policy
• Avaya’s Security Vulnerability Classification
• Security advisories for Avaya products
• Software patches for security issues
• Reporting a security vulnerability
• Automatic e-mail notifications of security advisories
Go to http://www.nsa.gov/snac/, for more information about security practices.
40
Avaya IQ Overview
April 2010
Index
A
about AvayaIQ .............................................................8
administration .............................................................15
Administration host function .......................................25
All Functions ...............................................................26
application host computer definition ...........................22
Avaya Communication Manager ................................18
Avaya Proactive Contact, see Proactive Contact .......18
Avaya Web Conferencing ...........................................36
enterprise integration ..................................................16
event buffering, see data buffering .............................22
exporting data to external applications .......................17
external applications ...................................................17
F
functional description diagram ....................................13
H
B
host functions .............................................................24
Backend Database host function ................................25
browser-based reporting and administration ..............17
buffering, see data buffering .......................................22
I
C
C&SI .....................................................................35, 36
Communication Data Mart ..........................................14
Communication Manager ...........................................18
Consolidated deployment pattern ...............................28
D
data buffering
about ....................................................................22
data collection and procesing .....................................15
Data Collection host function
about ....................................................................26
data exports to external applications ..........................17
Data Processing host function ....................................25
database configurations .............................................33
database host computer definition .............................22
deployment architecture overview ..............................23
deployment patterns ...................................................28
design and technical solutions ...................................10
Distributed deployment patterns .................................31
Dual Hosts Consolidated deployment pattern ............28
Dual Hosts Distributed deployment pattern ................31
Dual Hosts site pattern ...............................................26
E
enterprise database ....................................................17
Avaya IQ Overview
identity management ..................................................16
integration ...................................................................16
M
maintenance agreements ...........................................35
management solutions .................................................9
Multiple Hosts Consolidated deployment pattern .......29
Multiple Hosts Distributed deployment pattern ...........32
Multiple Hosts site pattern ..........................................27
N
network management .................................................16
P
Proactive Contact .................................................18, 19
Proactive Contact Supervisor .....................................19
problems solved by Avaya IQ ......................................9
R
remote access security information ............................36
Remote Data Collection site pattern ...........................27
reporting administration solutions ................................9
Reporting host function ..............................................25
reports ........................................................................15
requirements for support ............................................35
requirements, see Planning for Design document .......7
April 2010
41
S
turnkey configurations ................................................33
security .................................................................39, 40
documentation .....................................................40
recommendations ................................................39
security offers .............................................................40
site definition ..............................................................22
SNMP traps ................................................................16
solutions provided by Avaya IQ ....................................9
sources
list of .....................................................................17
subsystems ................................................................24
support contacts .........................................................36
support limitations and restrictions .............................36
V
VDN, see routing points .............................................18
Vector Directory Number, see routing points ..............18
Voice Portal interactions .............................................19
W
Web Conferencing ......................................................36
WebEx ........................................................................36
T
technical solutions ......................................................10
42
Avaya IQ Overview
April 2010