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									 How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions

Purpose of This Document.............................................................................................................2
Overview and Offer History ..........................................................................................................2
  Overview...............................................................................................................................................2
  Offer History – Application Enablement Services 3.x ...............................................2
  Offer History – Application Enablement Services 4.x ...............................................2
AE Services Call Recording Application Requirements Matrix .................................4
ASD Design Overview .......................................................................................................................4
AE Services Server Size Tool ........................................................................................................5
ASD Designs – New CM....................................................................................................................5
Detailed description of Location > Hardware/Software > AE Services/CTI
screen.........................................................................................................................................................9
ASD Designs – CM Upgrades and Additions ......................................................................14
ASD Designs for Avaya Call Recording Applications....................................................14
AE Services 5.2 Offer Codes for Avaya Sold Call Recording Solutions..............15
AE Services 4.x Offer Codes for Avaya Sold Call Recording Solutions..............17
Appendix A Dummy Skills ............................................................................................................19
  Overview/Background: .............................................................................................................19
  The Dummy Skill: ..........................................................................................................................19
  Example 1 - The personal agent site: ...............................................................................19
  Example 2 – the fully automated Call Center...............................................................19
  How does it work? How do I implement this?.............................................................20
  Is this supported by Avaya Product Management?..................................................20
  Are there any catches? ..............................................................................................................20




Release 5.2                                               Page 1 of 20
How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions

                                  Purpose of This Document

This document is intended to provide one with limited knowledge of Application Enablement Services
(AE Services) an overview of the requirements for designing, ordering and licensing a new AE
Services System for use with Call Recording solutions sold by Avaya. A more complete guide is
available which describes functionality that might be required for other applications – see
Application Enablement Services Design Requirements.


                                  Overview and Offer History

Overview

AE Services is the platform for enabling Enterprise and Call Center applications on Avaya CM 3.0 and
later. It replaces and extends legacy CTI offers (DLG and CVLAN on MAPD, Avaya CT, and CVLAN
R9). In the initial release 3.0, the CMAPI capability was introduced to the AE Services platform.


Offer History – Application Enablement Services 3.x

In February 2006, release 3.1 was offered providing some enhancements to the initial 3.0 release
including the first steps in offering third party call control in the CMAPI toolkit. As a result of this
extension of capabilities, the CMAPI started to be referred to as Device, Media and Call Control API
or DMCC. Going forward, this terminology will become more commonly used in place of the CMAPI
terminology.

Offer History – Application Enablement Services 4.x

In March 2007, AE Services 4.0 was released with added capability of integrations with Microsoft
Live Communication Server/Microsoft Office Communicator.

In December 2007, AE Services 4.1 was released. This release adds support for integrating with
Microsoft Office Communication Server 2007. In addition, security and reliability enhancements were
added to the AE Services 4.1 clients as well as enhancements to the APIs. In addition a .NET SDK
was added for DMCC.

In May 2008, AE Services 4.2 was released. This release supports Avaya’s strategy of being the
engine behind “click to communicate” by integrating the rich capabilities of Avaya Communication
Manager’s IP Telephony Software with IBM Sametime in addition to Microsoft Office Communicator.
Disaster Recovery/Backup, security enhancements, Enterprise Wide Licensing (EWL) are also part of
this release. In addition, new and add-on DMCC licensing moves from the Avaya Communication
Manager license to the AE Services license with AE Services 4.2 for some scenarios. Two important
points with respect to this change are:
    1) New and add on DMCC licenses are licensed in AE Services 4.2 in addition to IP_API_A only if
        the Communications Manager is 5.1 or greater. If Communication Manager is at less than
        5.1, new and add on DMCC licenses will continue to be licensed in the IP_API_A in
        Communications Manager.
    2) Existing / previously purchased DMCC/CMAPI licenses continue to remain on Communications
        Manager in all cases.



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                          Chart 1:AE Services Release and Compatibility Matrix
  AE Services                         CM
                    API                                                 Comments
   Release                       Compatibility
 3.0 (June ’05)                      CM 3.0 +         Initial Release
                    DLG                               Support for legacy DLG applications (3rd Party)
                   CVLAN                              Support for CVLAN 6.1.7 and 8.2.5 Client
                   TSAPI                              Support for Avaya CT 1.3 Client
                   CMAPI                              Support for CMAPI 2.x client
                                                      Add Security, Link Resiliency, Increased Aux
  3.1 (Feb ’06)                      CM 3.0 +
                                                      Reason Codes
                     DLG                              No enhancements
                    CVLAN                             Support for CVLAN 6.1.7, 8.2.5, 3.1 Client
                    TSAPI                             Support for Avaya CT 1.3, TSAPI 3.1 Client
                    DMCC                              Add 3rd Pty Call Control – Single Step Conf/Service
                  aka CMAPI                           Observe to CMAPI, Encrypted Media
 4.0 (Mar ’07)                       CM 3.0 +         Add Microsoft OC/LCS & OS Update
                    DLG                               No enhancements
                   CVLAN                              No enhancements
                   TSAPI                              No enhancements
                   DMCC                               No enhancements
                  MOC/LCS                             Initial offer for Microsoft OC control of Avaya endpoints
 4.1 (Dec ’07)                       CM 3.0 +         Add Microsoft OCS 2007 & Clients Enhancements
                    DLG                               No enhancements
                   CVLAN                              CVLAN 4.1: Security Enhancements
                   TSAPI                              TSAPI 4.1: Security, reliability and API enhancements
                   DMCC                               Reliability Enhancements, .NET SDK
                    OC                                Support OCS 2007
 4.2 (May ’08)                       CM 3.0 +         Add EWL, IBM Sametime Integration, DMCC Licensing on
                                                      AE Services
                    DLG                               New CM 5.1 implementations require new Adjunct Route
                                                      License on CM, if needed.
                   CVLAN                              New CM 5.1 implementations require new Adjunct Route
                                                      License on CM, if needed.
                   TSAPI                              Application Specific Licensing Supported
                   DMCC               CM 5.1+         When used with CM 5.1, DMCC is now licensed on AE Services
                                                       Application Specific Licensing Supported for DMCC licenses on
                                                      AE Services (Note that this does not include the required IP
                                                      station license).
                     OC                               No enhancements
                  Sametime                            Initial Support for IBM Sametime control of Avaya endpoints
 5.2 (Nov ’09)                       CM 4.0 +         Add HA; Increased AES CTI bandwidth on S8510/S8800 to
                                                      1000mps; Switch Connections and SMS Connections no longer
                                                      separately licensed; SNMP enhancements
                                     CM 5.2.1 +       Increased CM CTI bandwidth to 1000 mps; Add PE support for
                                                      CM S87xx/S8800,
                    DLG                               No enhancements
                   CVLAN                              New 5.2 clients
                   TSAPI                              New 5.2 clients
                   DMCC                               Add Advanced Authentication and Authorization polices; Specify
                                                      Session Characteristics; Service Recovery
                                      CM 5.1 +        Add UTF 8 Unicode;
                                      CM 4.0+         Add Time to Service Support
                     OC                               Provided documentation of support of OCS load balancers
                  Sametime                            No enhancements




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              AE Services Call Recording Application Requirements Matrix
Following is a chart that summarizes which licenses are required for Call Recording applications that
use AE Services.

                              Chart 2: AE Services Application Compatibility Matrix
Application                  AE Services License            Avaya CM License           Optional
Witness Contact Store        AE Services R4.2 and later: Pre AE Services 4.2 &
(Service Observe)            DMCC                        AE Services 4.2+:
                                                         CMAPI (IP_API_A)

Witness Quality & CS         TSAPI Basic                  Pre AE Services 4.2 &
(Single Step Conf)            AE Services R4.2 and later: AES Services 4.2+:
Nice *                        DMCC                        CMAPI (IP_API_A)
Verint *
Nice & Verint                CVLAN (alternate option)     Pre AE Services 4.2:
                              AE Services R4.2 and later: CMAPI (IP_API_A)
                              DMCC                        ASAI Core (incl. with
                                                            CVLAN Codes)
* Nice and Verint offer TDM and CMAPI solutions, IP_API_A required form CMAPI solutions only.
+ See more information on this topic below in this document, in the DMCC paragraph of the ‘ASD Designs – New
Design’.


                                        ASD Design Overview
AE Services is designed in the Communication Manager Configurator tool. With the November 2009
release of AE Services 5.2, ASD will support the following for the Call Recording configurations by
release:

                                    Chart 3: AE Services ASD Support Matrix
  AE Services
                       API                                   Major ASD changes
   Release
 3.0 (June ’05)        ALL        Limited Support for Additions
 3.1 (Feb ’06)         ALL        Support for Additions to existing AE servers only
                                  Additions to 3.0 will use 3.1 order codes
                                  No support for AE Services 3.X CCE or Call Recording Bundles
 4.0 (Mar ’07)         ALL        New, Additions and Upgrades from AE Services 3.X
                                  SSU Support offer
                       DLG        Eliminate Upgrade Credit from Co-Res DLG
                      CVLAN       Eliminate Upgrade Credit from CVLAN on MAPD or CVLAN R9
                      TSAPI       Continued Migration Credit from Avaya CT
                                  Introduce Partner codes for Avaya Sold Call Recording Solutions
                      DMCC        Introduce Partner codes for Avaya Sold Call Recording Solutions
 4.1 (Dec ’07)         ALL        New, Additions, and upgrades from AE Services 3.x and 4.0
                       SMS        Separate license required for SMS
 4.2 (May ’08)         ALL        New, Additions, and upgrades from AE Services 3.x and 4.0/4.1
                                  Licenses for Standby Systems – withdrawn August 2009
                                  Enterprise Wide Licensing
                                  DMCC Licensing transition to AE Services for new licenses in an AE Services
                                  4.2/CM 5.1+ environment (see more information below)
                                  Application Specific Licensing
 5.2 (Nov ’09)         ALL        New, Additions, and upgrades from AE Services 3.x and 4.0/4.1/4.2
                                  High Availability Licensing
                                  Enterprise Wide Licensing
                                  DMCC Licensing transition to AE Services for new licenses in an AE Services
                                  4.2/CM 5.1+ environment (see more information below)
                                  Application Specific Licensing
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It is important to understand several aspects of the offer in order to put a design together that will
meet the RFA and ASD requirements.

   1. Capacities must be taken into consideration. ASD has limited enforcement of sizing for AE
      Services.
         a. When DMCC and CTI are used on the same server, care for the capacities must be
             carefully assessed.
         b. Processor Ethernet can be used for DMCC registrations instead of CLAN boards in CM
             5.2.1 non-Enterprise Survivable Server (ESS)/Local Survivable Processor (LSP)
             configurations. For ESS/LSP configurations or for pre-CM 5.2.1 configurations CLAN
             boards are still required. There is limited support for sizing the number of CLAN
             connections that will be required to handle the traffic for AE Services.
                  i. When DMCC is being used, one licensed AE Services connection per 300 users
                     (plus one extra for failover) is recommended, plus one unlicensed CLAN per
                     300 users will be required for H.323 Gateway.
                 ii. When CTI traffic will exceed 200 messages per second, additional licensed AE
                     Services connections will be required to support the greater throughput.

                                AE Services Server Size Tool
There is a Server Sizing Tool available on the Enterprise/Partner Portal under Sales Collateral
and Tools > Job Aids that can assist in determining if additional servers or CLAN connections will
be required to support your customer’s requirements. ASD does not enforce many capacity rules so
users are responsible to using the output of this tool to ensure design accuracy. For Call Recording
applications, it is very important to use this tool to ensure proper resources are configured.

                                    ASD Designs – New CM
For New CM Designs, there are 3 screens involved in designing AE Services, only one is required for
most designs. The screens involved are: System > AE Services/CTI, System > Software
Support, Location > Hardware/Software > AE Services/CTI

The System > AE Services/CTI screen need only be visited when designing AE Services for third
party applications that require the optional CM features (see the chart above). If you are designing
AE Services for use on Multiple CMs (AE Services can connect to up to 16 CMs – 8 if the default 2
connections are used), the ASAI Core and ASAI Plus might need to be ordered on the additional
switch designs in order to use CVLAN or DLG for third party applications.

ASD will require supporting CTI connectivity when ASAI Core and Plus are configured, so to avoid
constraint errors, declare either an existing MAPD (on the Location > Existing Location >
Existing Hardware/Software > CTI Connectivity screen) or existing AE Services (on the
Location > Existing Location > Existing Hardware/Software > AE Services/CTI screen).
Keep in mind, these entries are only to override ASD edits, so your target screens should not add
capability to the AE Services on this additional design. Modification to this requirement is not
anticipated at this time as there are other conditions in which this constraint is required.




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                           Figure 1:      System > AE Services/CTI




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Application Enablement Services for Avaya Call Recording Solutions

The System > Software Support screen need only be visited if the default Software Support
selections do not fit your customer’s needs. In the US, the default is SS + Upgrades with a 3 year
pre-paid billing option. In all other countries, the default is SS + Upgrades with Annual payments.

                               Figure 2:     System > Software Support




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The Location > Hardware/Software > AE Services/CTI screen is where you will spend most of
your time designing an AE Services solution. The location you associate the AE Services with should
be the location it will actually be located in to ensure ASD properly configures the location of
resources such as CLANs and Media Resources. Further, this will ensure the traffic imposed by AE
Services is considered in the overall CM design. PLDS will support an order with more than one AE
Services server; ASD will allow you to design an AE Services on more than one location per design.

                    Figure 3 :     Location > Hardware/Software > AE Services/CTI




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                     Figure 4 :    Location > Hardware/Software > AE Services/CTI




Detailed description of Location > Hardware/Software > AE Services/CTI
screen


AE Server Release: Options are AES 5.2 Hardware and Software, AES 5.2 Software Only 5.x,
AES 4.2 Hardware and Software 4.2, AES 4.2 Software Only 4.X.
      AE Services 5.x and 4.x run on Red Hat Linux. Customers who are familiar with this platform
      may elect to purchase AE Services as ‘Software Only’ solution. However, many will elect to
      purchase our bundled server offer in order to avoid having to gain Linux expertise, or having
      to be concerned with properly configuring the server to run AE Services. Currently, when the
      bundled solution is selected, we include a DVD with an installer that configures the Red Hat
      OS and AE Services software. The installer is designed to address all of the requirements of
      the server.

AE Server Type:
Options are S8800 and S800 High Availability
       The selection of S8800 will provide a single server. S8800 High Availability will provide a
       redundant server as well as HA licenses for all AES features. Automatic Failover of

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       Application Enablement Services’ server will, for many applications, eliminate Application
       Enablement Server (AES) as a single point of failure in the application infrastructure. This
       feature is only available on AES 5.2 on System Platform and requires 2 S8800 1U servers
       that are co-located and connected together by a 10 foot Ethernet crossover cable. Automatic
       Failover is an optional feature of AES 5.2 and must be purchased at the time of initial
       purchase or when upgrading to AES 5.2 on System Platform. This feature cannot be ordered
       as an addition.

Switch Connections: Allowed values 0 – 64.
      Switch Connections are no longer licensed in AES 5.2. Each AES 5.2 has 16 switch
      connections by default. This box will be grayed out in ASD when AES 5.2 is selected. For
      CMAPI recording solutions, this value will almost always be greater than default, please use
      the Server Sizing Tool to ensure the proper resources are ordered.

       AE Services connects to CM 3 or later using CLAN or Processor Ethernet (CM 3.1 or later).
       Processor Ethernet is supported on S87XX/S8800 starting with CM 5.2.1 and the throughput
       for S85xx/S87xx/S8800 on CM 5.2.1 is 1000 mps. For CM 3.1, 4.x, CM 5.0, 5.1 and 5.2.0,
       Processor Ethernet is supported on S85xx/S8400, S8300, and throughput when using Proc
       Ethernet is limited to 240 messages per second. On 85xx/87xx/S800 platforms using CLAN
       for connectivity, additional message traffic can be achieved by adding CLAN connections. AE
       Services 4.x require a license for each connection (2 are provided at no cost with the default
       solution). Enter a number greater than 2 to add AE Services connection licenses (and CLANs)
       to your design.

       When using AE Services for DMCC/CMAPI and/or for higher CTI message rates and using
       CLANs for connectivity, additional CLAN connections are typically required. Use the Server
       Sizing Tool available on the Enterprise/Partner Portal under Sales Collateral and Tools >
       Job Aids to determine the correct number of licensed connections required for your
       customer’s solution. Note that when CLANs are required for the H.323 Gateway function for
       DMCC, these are not licensed in AE Services.

SMS Connections: Allowed values 0 – 999.
     Switch Connections are no longer licensed in AES 5.2. Each AES 5.2 has 16 switch
     connections by default. This box will be grayed out in ASD when AES 5.2 is selected. In AE
     Services 4.x, SMS is licensed separately. Enter the number of concurrent SMS connections
     required. A SMS connection is required for each CM that needs to be accessed concurrently.
     All AES 4.1 licenses issued prior to 12/2007 will receive a single SMS connection at no
     additional charge. From 12/2007 on, only those who have purchased SMS connection licenses
     or have been granted the one free SMS connection license will be able to use the SMS
     service.

CVLAN: Allowed values 0-99 (This is occasionally required for Nice and Verint)
     When an application requires CVLAN, enter a value. The CVLAN RTU for AE Services will also
     set the ASAI Core and ASAI Plus features to ON in the CM license. If the CVLAN application is
     going to use the adjunct route vector step the Adjunct Route feature is required for CM 5.1
     and later and AE Services 4.2 and later. The migration credit for current users of CVLAN on
     MAPD and R9 is no longer offered. If CVLAN is required for IC or Advanced Segmentation, the
     materials for these offers will set the AE Services CVLAN feature to ON. It is important to
     know that there was a mass update in RFA to grandfather all current CVLAN customers.
     Every SID in RFA that had VALUE_CVLAN automatically had the new feature for Adjunct
     Route VALUE_CVLAN_ASAI added on 5/5. In this case the change happened automatically


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       and does not require manual changes. Adjunct Routing will be grandfathered under the
       following conditions:
       1. ASAI Plus was licensed on a CM 5.0 or earlier
       2. On May 4, 2008 a RFA script was run on the RFA database to set Adjunct Route license to
           on for all CMs that had ASAI Plus set to yes before May 4, 2008.
       3. If a CM is/was purchased between May 5, 2008 and June 29, 2008 (CM 5.1 goes GA on
           June 30, 2008) and ASAI Plus is licensed at this time the adjunct route license will be set
           to on by a RFA plug-in.
       On June 30, 2008 when CM 5.1 goes GA, new CM 5.1s will need to have adjunct routing
       purchased separately if it is needed. CMs that upgrade to CM 5.1 and did not have ASAI plus
       and now want Adjunct Route license will need to purchase it.

DLG: Allowed values 0-99. (This is never used for Nice, Witness or Verint solutions)

UNIFIED DESKTOP (formerly known as MOC): Allowed values 0 – 99999
     Note that the Unified Desktop is now a component of the UC Editions bundles, and that is the
     primary means to obtain these licenses. This license remains orderable on an la carte basis
     for add-ons to existing systems, and for integrations for pre-UC Editions versions of
     Communication Manager.


       Unified Desktop licenses are required for the integration with Microsoft Office Communication
       Server/Live Communication Server and IBM Sametime. Enter the number of concurrent user
       licenses required. In addition to the AE Services license, be sure the customer understands
       and secures all necessary licensing from Microsoft for the LCS/OCS server or IBM for the
       Sametime server. (Note that this is never used for Nice, Witness or Verint solutions)

TSAPI: Options are No, Yes or Avaya Call Recording.
     TSAPI is the continuation of the Avaya CT TSAPI capabilities. Most Avaya applications and
     many of our partners applications Avaya resells use TSAPI. Over time, TSAPI and DMCC will
     be the API that will be enhanced as new capabilities are required.

       TSAPI is licensed at two levels, Basic and Advanced. Call Recording solutions do not currently
       use Advanced functionality. Required entry is the number of TSAPI Basic licenses required by
       the application as described below.

       Basic TSAPI licenses are sold on a per concurrent association basis. When an application
       requests to monitor or control a device (Station or Hunt Group), or control a call, a Basic
       license is consumed.

       For Call Recording apps, all stations are typically monitored at all times. These applications
       require a license for every station in the enterprise that will be recorded at any time. In
       addition, Call Recording apps will often require a TSAPI Basic license for each recording
       channel and hunt group (to map agent login to station). Each vendor will provide guidance on
       how many TSAPI Basic licenses to order to support their solution, and job aids are available
       in the same location where you found this document. See Appendix A for a discussion of the
       use of Dummy skills for reducing the number of TSAPI basic licenses required by Call
       Recording applications.

       When the application using TSAPI is being sold by Avaya, there are special prices and rules
       discussed below.

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DMCC (aka CMAPI): Options are Shared/Telecommuter, Client Media (Call Recording), and Server
Media (G.711 or G.729).


          AE Services 5.2 DMCC codes are licensed in the AE Services license file in addition to
          IP_API_A in the Communications Manager license only for CM5 and earlier systems. For
          CM6+ systems, DMCC codes are only licenses in the AE Services license file.

          As of May 5, 2008, AE Services 4.2 DMCC codes are now licensed in the AE Services license
          file in addition to IP_API_A in Communications Manager license 1 , if the AES is interacting with
          a Communications Manager 5.1 or greater. If the Communications Manager is less than 5.1,
          all licensing remains in the IP_API_A license in Communications Manager.

          When an AES 4.2 is paired with a Communications Manager 5.1 or higher, the AE Services
          license file will only reflect licenses ordered after May 5, 2008. The AES license file will not
          reflect the previously purchased IP_API_A licenses that are in the CM license file. When an
          application submits a registration request, AE Services will first look for a DMCC license in the
          AE Services license file. If it finds one, it will instruct CM not to consume an IP_API_A license.
          If there are no DMCC licenses in the AE Services license file or all the DMCC licenses in the AE
          Services license file are consumed, then AE Services will cease instructing CM not to consume
          an IP_API_A license, and thus IP_API_A licenses on CM will start being consumed.


          Nice, Witness and Verint solutions that use CMAPI for intruding on calls use the Client Media
          capability. We need to know how many concurrent CMAPI Users or ports will be required.
          For CMAPI Call Recording applications, this would be equivalent to the number of recording
          channels.

          CMAPI/DMCC Licensing Changes:
          o AE Services 5.2 will only turn on licenses in the AES license file for CM6 and later systems
          o As discussed in the prior section, beginning with AE Services 4.2 and CM 5.1, DMCC
            station registration is also licensed on the AE Server.
                   A DMCC license on AE Services is used instead of “IP_API_A” license on
                   Communication Manager, but Communication Manager 5.1 is required and switch
                   connection for the CM must be administered on the OAM web pages.
                   STA and IP_Softphone licenses are still required on CM.
          o AE Services 4.2 DMCC station registration with CM 3.x, 4.x, and 5.0 continues to be
            licensed on Communication Manager using IP_API_A.
          o Also note that CM 5.1 is not available until June 30, 2008.

          Finally, we need to know which license option you require. There is no difference in
          functionality between license types, only in the CM features that are activated with each
          code. The three options offered as described in the following chart:




1
 Note that this is for transitional reasons, and is planned to be reconciled and retroactively corrected
in the future. The goal is to transition in a future release to all new licenses being licensed solely in
AES, but allowing customers to continue to use the previously purchased CMAPI licenses as well

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                                 Chart 4: CMAPI/DMCC License Options
                                                          Licensed on Communication
                                  Licensed on AE
                                                                   Manager
                                     Services
                                                          IP_API_A
                                                         Registration        IP_STA    STA
      ASD DMCC Option          VALUE_DMCC_DMC
      Full DMCC and Station      YES - AE Services     YES – AE Services      YES      YES
      License                  4.2 and later; CM 5.1   5.2 and earlier; CM
                                     and later          3.x, 4.x and 5.0
      Avaya Call Recording       YES - AE Services     YES – AE Services      YES      YES
                               4.2 and later; CM 5.1   5.2 and earlier; CM
                                     and later          3.x, 4.x and 5.0
      Full DMCC and Station      YES - AE Services      NO – AE Services      YES      YES
      License                  4.2 and later; CM 5.1   5.2 and earlier; CM
                                     and later                 6+
      Avaya Call Recording       YES - AE Services      NO – AE Services      YES      YES
                               4.2 and later; CM 5.1     5.2 and earlier;
                                     and later                CM6+
      DMCC Basic License         YES - AE Services     YES – AE Services      NO        NO
      Only                     4.2 and later; CM 5.1   5.2 and earlier; CM
                                     and later          3.x, 4.x and 5.0

       The Avaya Call Recording option is offered only when being ordered to support Call Recording
       solutions from Nice, Witness or Verint that are being sold by Avaya, or Avaya Authorized
       resellers on Avaya paper. It is not permitted to use these for any other purpose, including
       Nice, Witness or Verint solutions being purchased directly from these vendors.

       DMCC Call Recording applications require a dedicated IP Station in CM to perform its task; all
       three features will be consumed in the CM license. However, if the customer has spare
       IP_STA and STA RTU available in their CM license that can be used for the DMCC/CMAPI
       application, the Basic license can be purchased at reduced cost.




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                           ASD Designs – CM Upgrades and Additions

AE Services is in the CM configurator, but may be ordered new in the Upgrade and Additions
configurator by making entries on the Target AE Services/CTI screen similar to the New screen
(see figure 1) described above when nothing is entered on the Existing AE Services/CTI screen.

Entries for Upgrades and Additions are not included in this guide but closely follow the description
above. For complete Upgrade and Addition instructions, see the full How To Design, Order and
License document on the Enterprise/Partner portal under Job Aids.

                    ASD Designs for Avaya Call Recording Applications

Avaya Sold Recording Solutions: Recording solutions from Nice, Witness or Verint that are sold
by Avaya or Avaya Resellers through Avaya are offered special priced TSAPI and CMAPI/DMCC
license codes when ‘Avaya Call Recording’ is selected for the TSAPI or CMAPI questions as
described above. In addition, a password must be entered on the Password screen. Failure to make
the proper selection and provide the correct password will result in standard priced TSAPI licenses
being included in the design. If Call Recording is selected for the TSAPI and/or DMCC licenses then
ASD will generate an error that includes the password. By entering the password the users
acknowledges that these specially priced licenses are ONLY going to be used for Nice, Witness or
Verint Call Recording solutions that are purchased via Avaya channels. Any Avaya Call
Recording requests for other solutions, including Nice, Witness or Verint solutions that are not
purchased via Avaya channels, is not permitted.

When ordering TSAPI licenses, enter the following quantities for TSAPI Basic Users:
                                            Avaya    Vendor
  VENDOR                 Item                                              Comments
                                             Sold     Sold
ALL                  Agent Seats                        YES          YES        1 per seat – all seats
ALL                  ACD Hunt Groups                   NO (1)        YES        1 per Hunt
ALL                  Incidental                        NO (1)        YES        5-10% for growth, admin oversight
                            Requirements for Recording Channels by solution
NICE                 DS1 or DMCCC                       NO           YES        1 per Recording Channel
NICE                 Total (Station/Trunk Side)         NO           NO
Witness CS           Svc Observation                    NO           NO
Witness CS           Single Step Conference             NO           YES        1 per Recording Channel
Witness Quality      Quality Solution                   NO           YES        1 per Recording Channel
Verint               DMCC or DS1                        NO           YES        1 per Recording Channel
Verint               Other                              NO           UNK        Confirm with vendor
(1) For solutions where recording channels use CTI and recording channels equal Agent seats, additional licenses for these
    items will generally be required.

Notice that Avaya Sold solutions do not require purchase of additional TSAPI for the recording
channels, Hunt Groups or Incidentals in most cases. These special priced codes will set 2 licenses in
RFA for every one code purchased in order to simplify the design, and reduce the cost.

Recording Solutions ordered Direct from these vendors, or other recording solutions: For
recording solutions purchased direct from these (or other third party) vendors, do not select the
“Avaya Call Recording” option. The standard priced codes apply, so when ordering TSAPI licenses
for solutions purchased from these vendors use the “Vendor Sold” column to determine the quantity
required.



Release 5.2                                  Page 14 of 20
How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions

Total Agent Seats is the quantity of distinct Agents or Stations that will be recorded at any given
time, not concurred seats. Call Recording applications are typically designed to monitor all stations
at all times, whether agents are logged in or not. Thus in an environment where 100 agents work in
each of 3 shifts, but do not share workstations, 300 phones would be monitored at all times and
consume 300 TSAPI Basic licenses. If the same 300 agents shared 100 workstations, only 100 seats
would be recorded, thus 100 TSAPI Basic licenses would be consumed. Following is an example
comparison of a Total/Bulk solution with Quality sold both ways:

                                                                         Solution Purchased Direct from
                                            Avaya Sold Solution
                                                                                     Vendor
Total Agent Seats (200)                             200                               200
Recording Channels (200)                          Included                            200
Hunt Groups (20)                                     20                                20
VDN (For Collect Digits etc)                No License Required               No License Required
Extra for Incidentals (5-10%)                        10                                10
Total TSAPI License Required                        230                               430


     AE Services 5.2 Offer Codes for Avaya Sold Call Recording Solutions

The following codes will be provided by ASD to deliver the media required to install AE Services 5.2:
                                          AE Services 5.2
                                QTY   SMC       DESCRIPTION
                      NPL
                                1     700478340 AE SVCS 5.2 AURA BNDL MEDIA
                      $300
                      $300      1     700476815 AE SVCS 5.2 HDWR BNDL MEDIA
                      $30       1     700476823 AE SVCS 5.2 SFTW ONLY MEDIA




Nice or Verint solutions using CVLAN are ordered using the following codes. These will also set ASAI
Core and Plus to YES on the CM license:
                                          AE Services 5.2
                       NPL     QTY SMC        DESCRIPTION
                       $75,000 1      227578     AES 5.X CVLAN RTU
                       $22,500 1      227581     AES 5.X CVLAN HA RTU
                       $75,000 1      227579     AES 5.X CVLAN UPG



Nice, Witness or Verint solutions purchased direct from these vendors may purchase TSAPI New
  or Additional Users with the following codes. These will also set ADJLK to YES in the CM license:
                                          AE Services 5.2
                     NPL SMC         DESCRIPTION
                      $40    227571    AES 5.X BSC TSAPI RTU
                      $12    227574    AES 5.X VSC TSAPI HA RTU



Nice, Witness or Verint solutions purchased from Avaya may purchase TSAPI New or Additional
Users with the following codes. These will also set ADJLK to YES in the CM license:
                                           AE Services 5.2
                     NPL SMC         DESCRIPTION
                      $28.00 227573     AES 5.X PARTNER APPL TSAPI
                      $8.40 227575      AES 5.X PARTNER BASIC TSAPI HA


Release 5.2                            Page 15 of 20
How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions

Upgrades of TSAPI from AE Services 3.x/4.x to AE Services 5.2 will generate the following codes.
These will also set ADJLK to YES in the CM license:
                                          AE Services 5.2
                      NPL SMC        DESCRIPTION
                     $40   227570      AES 5.x BSC TSAPI UPG


Nice, Witness or Verint solutions purchased direct from these vendors may purchase DMCC New
or Additional Users with the following codes. In AE Services 5.2, DMCC is now licensed on both AE
Services and CM for only Pre-CM6 systems where applicable in RFA (CM2, CM3, CM4, CM5). So,
when an application requests a DMCC registration through AE Services, then AE Services 5.2 will
first look for a DMCC license in the AE Services license file. If there are no DMCC licenses in the AE
Services license file, then the software will look to see if there are IP_API_A licenses on CM. For
CM6+ systems, DMCC registration will ONLY be done through the AE Services license file. The table
below shows the existing material codes for DMCC:
                                            AE Services 5.2
                      NPL     SMC      DESCRIPTION
                    $165      227606    AES   5.X   DMCC   FULL LIC
                    $40       227608    AES   5.X   DMCC   BASIC LIC
                    $50       227587    AES   5.X   DMCC   FULL HA LIC
                    $12       227588    AES   5.X   DMCC   BASIC HA LIC



Upgrades of DMCC from AE Services 3.x/4.x to AE Services 5.2 will generate the following codes
(where maintenance does not exist).
                                       AE Services 5.2
                  NPL     SMC       DESCRIPTION
                    $165      229053    AES 5.x DMCC FULL LIC UPG
                    $40       229052    AES 5.X DMCC BASIC LIC UPG



Nice, Witness or Verint solutions purchased from Avaya may purchase CMAPI New or Additional
Users with the following codes. Note that Avaya plans to offer the option of back up licenses for
CMAPI Partner in the near future.
                                          AE Services 5.2
                     NPL      SMC     DESCRIPTION
                     $58.00   227611    AES 5.X DMCC PARTNER LIC
                     $17.00   227589    AES 5.X DMCC PARTNER HA LIC




Release 5.2                            Page 16 of 20
How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions

     AE Services 4.x Offer Codes for Avaya Sold Call Recording Solutions

The following codes will be provided by ASD to deliver the media required to install AE Services 4.2:
                                          AE Services 4.x
                     NPL QTY SMC           DESCRIPTION
                      $0     1       700477979 AE SVCS 4.2.3 HDWR BNDL MEDIA
                      $30    1       700476245 AE SVCS 4.2.2 SFTW ONLY MEDIA



Nice or Verint solutions using CVLAN are ordered using the following codes. These will also set ASAI
Core and Plus to YES on the CM license:
                                          AE Services 4.x
                       NPL      QTY    SMC      DESCRIPTION
                      $75,000    1        201872   AE SVCS 4.0 CVLAN
                      $75,000    1        201759   AE SVCS 4.0 CVLAN UPG



Nice, Witness or Verint solutions purchased direct from these vendors may purchase TSAPI New
or Additional Users with the following codes. These will also set ADJLK to YES in the CM license:
                                           AE Services 4.x
                     NPL SMC         DESCRIPTION
                     $40    227931     AES 4.X BSC TSAPI RTU




Nice, Witness or Verint solutions purchased from Avaya may purchase TSAPI New or Additional
Users with the following codes. These will also set ADJLK to YES in the CM license:
                                           AE Services 4.x
                      NPL SMC        DESCRIPTION
                     $28     227937     AES 4.X PARTNER APP TSAPI RTU




Upgrades of TSAPI from AE Services 3.x to AE Services 4.x will generate the following codes. These
will also set ADJLK to YES in the CM license:
                                           AE Services 4.x
                      NPL SMC        DESCRIPTION
                     $40    227930     AES 4.X BSC TSAPI UPG




Nice, Witness or Verint solutions purchased direct from these vendors may purchase CMAPI New
or Additional Users with the following codes. In AE Services 4.2, DMCC is now licensed on both AE
Services and CM. So, when an application requests a DMCC registration through AE Services, then
AE Services4.2 will first look for a DMCC license in the AE Services license file. If there are no DMCC
licenses in the AE Services license file, then the software will look to see if there are IP_API_A
licenses on CM. The table below shows the existing material codes for CMPAI/DMCC:
                                             AE Services 4.x
                    NPL SMC            DESCRIPTION
                   $165     227933     CMAPI FULL SFTW LIC AES 4.X
                   $40      227934     CMAPI BASIC LIC AES 4.X

Release 5.2                            Page 17 of 20
How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions




Nice, Witness or Verint solutions purchased from Avaya may purchase CMAPI New or Additional
Users with the following codes. Note that Avaya plans to offer the option of back up licenses for
CMAPI Partner in the near future.
                                          AE Services 4.x
                     NPL SMC        DESCRIPTION
                    $58    227935   CMAPI PARTNER APP LIC AES4.X




Release 5.2                         Page 18 of 20
How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions

                                Appendix A Dummy Skills
Overview/Background:

EAS skills are most commonly monitored by call recording applications merely to know which station
an agent has logged in to, and if they are logged in. The second use of skill monitors is for
applications involved in reporting, routing etc. These applications will generally need to monitor
every skill in the call center to be aware of who is logged in to the skills.

CM allows only a single application link to monitor an ACD skill. Applications using the same CTI link
(generally the case for TSAPI, possibly the case for DLG and CVLAN), can share the monitor on a
skill group. However, if two or more CTI links are attempting to monitor a skill, only one application
will succeed.

Most agents log in to more than one skill. For a recording app that merely needs to know login/out
status and station, monitors on more than one skill for an agent will result in duplicate information.
In some extreme cases, a single skill could exist for every agent (personal account reps), so it would
be quite complex for a recording application merely interested in basic information to be kept
current with all of the added and removed skills.

The workaround to these challenges could be to use a “dummy” skill as described below.

The Dummy Skill:

First, a definition of a “dummy” skill: It is simply a skill that agents log in to, but is not in any
vectors/queue steps. It need not be measured for CMS, and can be added to every agent that needs
to be tracked by an application. Following are some illustrations of how the use of a “dummy” skill is
effective.

Example 1 - The personal agent site:

A company employs 500 advisors who handle transactions for assigned customers. Each “agent” is
assigned to certain customers, and there is a buddy backup. The company uses ACD to intelligently
route, and track call activity for these agents for billing purposes. Using a unique skill for each agent
enables the company to use an ANI lookup that is associated with customer accounts to route callers
to their personal agent without having to prompt the caller with confusing menus. If the personal
agent is not available, a backup agent can receive the calls.

The recording application has two choices. First, it can put a monitor on all 500 skills, or, it can
monitor a single “dummy” skill. Monitoring 500 skills will consume 500 TSAPI Basic licenses on
Application Enablement; the cost for approach is approximately $20,000. The recording application
will receive a minimum of two events every time an agent logs in or out of the ACD because they are
logging in to two or more skills (one as a primary, one as a secondary). By using a “dummy” skill,
the license cost is up to $40 for a single TSAPI Basic license and the traffic every time an agent logs
in is reduced to one event for every login/logout occurrence.

Example 2 – the fully automated Call Center

In this example, a large call center with 500 agents who log in to 100 skills uses an intelligent
routing and reporting solution that relies on ACD login information. All 100 skills in the call center
are monitored by the routing application. They also record a percentage of calls for quality

Release 5.2                           Page 19 of 20
How to Design, Order and License
Application Enablement Services for Avaya Call Recording Solutions

monitoring purposes. The recording application uses a different CTI link that the routing application,
so it is unable to get login events without using a “dummy” skill. Instead of purchasing 100 TSAPI
license at an average of $40 ($4000 total), the site purchases a single license to monitor the
“dummy” skill at a cost of up to $40 and merely adds this skill to each agent in the call center.

How does it work? How do I implement this?

The call center has decided to create a “dummy” skill with the number 999. Every agent who is
being recorded has the skill 999 added to their skill list, and the recording application is
administered to monitor the extension associated with this skill, and only this skill.
 If another application is monitoring the other skills this agent logs in to, there is no conflict. The
new skill is not added to the queue steps in any vectors, and is not configured to be measured by
CMS/IQ.

Is this supported by Avaya Product Management?

Yes, in fact it is encouraged. There are several reasons:
   1. It reduces the amount of unnecessary message traffic generated when multiple events are
        sent to an application.
   2. It allows multiple applications to operate in the call center without conflict.
   3. It reduces the cost of a solution by eliminating unnecessary license purchase. Avaya would
        like to offer our customers the most efficient ways to implement solutions. A customer who
        later discovers that thousands of dollars in license cost could have been avoided is going to
        be dissatisfied for not being presented with the solution earlier.
   4. The cost of not using the dummy skill could break a deal. A solution sold for a few thousand
        dollars less is better than one that is never sold.


Are there any catches?

Sure, Avaya Call Center capacities must be considered when designing a solution to use “dummy”
skills. Limitations such as the number of skills or skill pairs agents login to, overall system login pairs
etc must be considered. It will generally take a very large call center to reach these capacities, but
attention to this detail is required. Please consult the CM Capacities publication for the release of CM
your customer.

The second area of caution is around redundancy. If two AE Services servers with active links
monitoring skills and agents are in use, the conflict of CM allowing only a single monitor on a skill
will be encountered. In this case, it might be wise to consider a dummy skill for each AE Services
link, and add both dummy skills to all agents. Again, the CM capacities need to be considered, there
is an even greater chance of hitting limits in this case.

The solution may not be a good fit for everyone, but it might be an option, and a way to reduce
license costs for a large solution.




Release 5.2                           Page 20 of 20

								
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