AVAYA AIC (Avaya Interaction Center) DEPLOYMENT PLAN – PART 1
AVAYA AIC (Avaya Interaction Center) Deployment Plan
How to design and Plan your Avaya Interaction Center
Introduction
You will learn about the performance factors for the following deployment aspects:
?Avaya IC channels/components
?IC Sizing Tool
?Failover
?Data Retention
?Volume of contacts
?Number of concurrent users
Before you deploy and configure Avaya Interaction Center (Avaya IC), you must plan the components in the system and determine how those components will be distributed across different computers. Planning an Avaya IC system requires that you understand the needs of the contact center, and that you understand how Avaya IC components work together and with other systems on the network.
This module discusses the performance factors of the IC components and guidelines for efficient deployment of the system.
When you plan the deployment of your Avaya IC environment, you must review the answers to the following questions:
Which Avaya IC components does the contact center require?
How high do you expect the volume of contacts to be for each component?
How many concurrently connected users do you expect the system to handle?
This module does not provide you with answers to these questions. The answers are different for every Avaya IC system, because the needs of every contact center are different. This module discusses the issues to consider when you answer these questions for a contact center. This module includes the following topics:
Avaya IC components
IC Sizing Tool
Failover
Data Retention
Volume of contacts
Number of concurrent users
Reference: If your Avaya IC system includes an integration with Siebel 8, you can refer Avaya IC for Siebel 8 Integration for guidelines and planning information.
You must, however, be cautious not to install Avaya IC on computers that also host software that filters or controls network access. These types of software can cause Avaya IC to fail or seriously impact performance. For example, software firewalls can affect network access in several ways. They can cause a slowdown in network access, cause applications that open a large number of sockets to fail, or rewrite packets.
Avaya IC Components
agentA basic Avaya IC system requires:
?At least one server for each media
?One computer to host the Design & Administration Tools
?One computer to host the databases and relational database management system
?One computer to host the Avaya OA components
?One client computer for each concurrently active agentA basic Avaya IC system requires
The components and the contact rate for an Avaya IC system affect how many computers you need to deploy. For example, a basic Avaya IC system requires:
● At least one server for each media
● One computer to host the Design & Administration Tools
● One computer to host the databases and relational database management system
● One computer to host the Avaya OA components
● One client computer for each concurrently active agent
Avaya IC requires additional computers if the system includes more than one site or additional components, such as Business Advocate.
Reference: For more information about the recommended number of computers for an Avaya IC system, see the following deployment scenarios in IC Installation Planning and Prerequisites:
Avaya IC single site deployment scenarios
Avaya IC multi-site deployment scenarios
Single Site Deployment Scenarios
The scenarios of sample deployments for an Avaya IC system in a single site are
?Scenario 1: Single site, voice only
?Scenario 2: Single site, multi-channel
?Scenario 3: Business Advocate for single site, multi-channel
?Scenario 4: Multi-instance Business Advocate for two sites, multi-channel
?Scenario 5: Business Advocate for two sites, multi-channel, data center
The scenarios of sample deployments for an Avaya IC system in a single site are:
Scenario 1: Single site, voice only
Scenario 2: Business Advocate for single site, voice only
Scenario 3: Business Advocate for single site, high volume voice
Scenario 4: Single site, multi-channel
Scenario 5: Single site, multi-channel with high volume voice
Scenario 6: Business Advocate for single site, multi-channel
Scenario 7: Single site, chat and e-mail only
AVAYA AIC DEPLOYMENT PLAN – PART 1
How to design and Plan your Avaya Interaction Center
