Avaya Call Management System (CMS) Standard Operating Environment

Avaya has designed, tested, and certified configurations termed "standard." These configurations are those that are described in the Avaya CMS Installation and Maintenance manuals. Under the terms of relevant hardware and software support contracts, Avaya will support the entire system (hardware and software) from end-to-end, managing the escalation and resolution of problems with any system component to the correct support organization. This includes hardware and software categorized as "standard" products.

Supported Operating Systems

• R13 Supervisor is supported on Windows 98, Windows 2000, and Windows XP.

Hardware Requirements

• Sun Blade 150 (available for new systems and platform upgrades): The new model of the Sun Blade 150 base hardware package includes a 650 MHz processor, 1G DRAM, one 80G internal hard disk for R13 CMS, a CD-ROM drive, a tape backup system with five back-up tapes, and one on-board Ethernet port. The Sun Blade 150 is limited to three total PCI slots. Two slots are used for single SCSI and single Ethernet cards. One slot is available for a third Ethernet Interface. Note: A Sun Blade 150 system with disk mirroring is also available.
• Sun Fire V890 (available for new systems and platform upgrades): The new Sun Fire V890 platform will consist of the following standard components: One Sun Fire V890 enclosure, one CPU/memory card, two 1.35G CPUs, 8 G memory, four 146 G internal FCAL disk drives (2 disks primary and 2 disks mirrored), one graphics card, one DVD-ROM drive, one internal tape drive with five back-up tapes, three power supplies (200-220V), ten cooling fans, one on-board Ethernet port, one dual SCSI, Quad Ethernet card. and one monitor, keyboard and mouse. Optional components for the V890 are CPU/memory card additions - each board is equipped with two processors (for R13, two 1.35 processors) and 8G of RAM. All CPU/memory cards in a V880 are required to be of the same processor speed. Another optional component is additional Sun Fast PCI cards.
• Upgrades on existing platforms: Customers who are currently running an earlier version of CMS and are on the Sun Blade 100, Sun Blade 150, or Sun Fire V880 platform may be able to upgrade the software only and retain their existing hardware platform.  The Configurator will specify whether a new hardware platform is required.
• Increased platform requirements: The higher capacities on Avaya R13 Call Management System (CMS) will understandably increase the supporting Sun platform requirements. All new hardware and software upgrades and additions (increased logins/shift) and/or change in interval (particularly changes to 15-minute intervals) need to be designed into the final configuration.

PC specifications for CMS Supervisor
To install and run Avaya CMS Supervisor R13, customers need the following: ·

• Avaya CMS R13
• A PC running on the Microsoft Windows operating system
• The recommended Windows environment is: Windows XP, Windows 98, or Windows 2000
• Pentium II or compatible 233 MHz processor or greater
  64 Mb RAM or minimum required by the operating system if greater
• SVGA monitor with a graphics adapter supporting 16-bit color (64 Kb colors) or higher, with 800x600 resolution or higher
• Available free disk space: · 50 Mb or more before installation of Avaya CMS Supervisor
• Additional languages may require up to 5 Mb of disk space for each language, for each application Installation
• CD-ROM or from a network server Communications
• TCP/IP protocol stack ·Serial connection to Avaya CMS

Software Requirements

• Switch release: The Call Management System (CMS) can have links to several switches (up to eight) and these switches can be different releases. The Implementation Services Organization's (ISO) CMS Provisioning team administers each link (ACD) according to the switch release (in Switch Setup). Avaya CMS R13 does not support switches prior to DEFINITY R8, with Call Center Release 8.1 software. If a switch is not upgraded to a new release but Avaya CMS is upgraded to R13, the Switch Setup does not provide an option for that later release of the switch. In this instance, for the Avaya R13 CMS, the switch will be provisioned as DEFINITY R8 system, and the Avaya CMS Release field (on the switch) will be administered as R8. Consequently, Release 13 CMS features or capacities that require switch support will not be available. The Avaya CMS R13 only supports switch releases R8, with Call Center Release 8.1 through Call Center 3.0.
• Solaris 9 Operating System: Avaya Call Management System (CMS) R13 is a turn-key system which is shipped on a Sun platform and runs on the Solaris 9 operating system.

Interoperability with Non-Avaya Products

• Avaya CMS Supervisor: Avaya Call Management System (CMS) Supervisor requires a Microsoft Windows environment. CMS Supervisor R12 runs on Windows 98, Windows 2000, or Windows XP. Supervisor R13 is the client application for the Avaya Call Management System (CMS) R13. It can co-reside with earlier versions of Avaya CMS Supervisor on the same PC.
• NICE Analyzer: NICE Analyzer application takes Avaya CMS reporting capabilities to the next level by providing a more granular view of agent and call activity throughout a contact center's operations. It is an optional, server-based application that collects and stores the historical call detail records from Avaya CMS.

Platform Interoperability

• Avaya Communication Manager: Avaya Call Management System is a proprietary reporting and administration system sold with the Avaya Communication Manager switch.

Compatibility Issues

• Version compatibility with host switch: Avaya Call Management System (CMS) R13 requires a Communication Manager, DEFINITY® or MultiVantage switch of Release 8, with Call Center Release 8.1 or later. Avaya CMS Supervisor R13 requires Avaya CMS R13.

Reliability Overview

• Avaya has designed, tested, and certified configurations termed "standard."  These configurations are those that are described in the Avaya CMS Installation and Maintenance manuals.  Under the terms of relevant hardware and software support contracts, Avaya will support the entire system - hardware and software - from end-to-end, managing the escalation and resolution of problems with any system component to the correct support organization.  This includes hardware and software categorized as "standard" products. Working with the HA OptionReal-time, historical, and call record data is automatically synchronized as a function of the ACD software after a stabilization period. The stabilization period is a factor of the longest call in process and the time to bring up the second ACD link. The stabilization period for the average customer can be less than a 30-minute interval. The customer will also be able to fully synchronize all data through the back-up and restore procedure or utilize the Avaya CRM Professional Services Automatic Synchronization Offer. Contact center switch administration (except VDN and split/skill call profile set-up) and agent administration will automatically be synchronized as a function of ACD software. VDN call profile set-up and split/skill call profile set-up can be entered into both Avaya CMS systems; or, can be synchronized manually through the back-up and restore procedure; or, can be provided automatically via the Avaya CRM Professional Services Automatic Synchronization Offer. Avaya CMS administration (e.g., dictionary, exceptions administration, custom/designer reports, user permissions, and forecast administration) can be entered into both Avaya CMS systems; or, can be synchronized manually through the back-up and restore procedure; or, can be provided automatically via the Avaya CRM Professional Services Automatic Synchronization Offer. Avaya Call Management System (CMS) Supervisor users can log into either Avaya CMS or both Avaya CMS systems with full functionality.  Each Avaya CMS server will control Avaya CMS Supervisor user access independently. The number of CMS Supervisor authorized logins is the total logged in on both the primary and the secondary CMS system. Avaya Visual Vector users must log into the primary CMS system. Authorize and install external call history (ECH) on both Avaya CMS systems to support NICE Analyzer application or custom applications.  Avaya provides the ability to turn ECH on/off on each Avaya CMS independently. Each Avaya CMS server must be serviced independently, such that all event logs, error logs, alarm logs, alarms, and remote access shall be maintained for each Avaya CMS server. Services will be required to install or upgrade both Avaya CMS systems in a HA configuration. Less than 5 minutes of data loss will occur during an Avaya CMS upgrade (both major and dot releases) in a HA configuration. When two existing Avaya CMS systems are used for a HA arrangement, the Avaya CMS Supervisor and ACD RTU are transferred to the primary Avaya CMS. Avaya CRM Professional Services Auto Synchronization Offer is required for all HA arrangements. HA additions are only available on the current software version. When adding HA to an existing Avaya CMS, a software or hardware upgrade to the current version may be required.  A customer who upgrades to HA during the current release may need to replace the disk(s) on an existing CMS in order to have a system similar to the new HA system. This will be accomplished by an intra-release upgrade.