AVAYA AIC OVERVIEW WITH COMPONENT DETAILS

Let me give you an overview on AIC Components, what exactly AIC does when it is running in your enviroment.

So first we will look at an IC-OA 7.2 ArchitectureData

The IC work management software receives requests over voice channels (a variety of PBXs/IVRs) and non-voice channels (web text chat, email, etc.). As a request arrives, the IC software (in conjunction with the optional Business Advocate) determines how the request should be handled. The available resources and the workflows are specified in the IC Manager and IC Workflow clients respectively. The IC Agent client provides the agent desktop interface. The IC Designer client is used to manage the user interface, data model, and business rules for these applications.

OA serves as the data management and operational reporting system. Major components of OA include data management software, a common historical data repository, and a Web-based reporting framework. Data from various CRM systems (e.g., IC, CMS) is consolidated in the common historical data repository (Note – the IC and OA software share the common historical data repository). There is only one historical database instance and it is shared by IC and OA. The historical data repository contains data from QRepository and additional OA/CMS data.

A browser-based Java administration client is used to configure OA components. The IC software (inbound and outbound channels, Business Advocate, etc.) is the primary source of data in this configuration. As work flows through the IC software and completes, all data in the electronic data unit (eDU) is stored in the common data repository. This eDU data is available for detailed historical reporting. In addition, data in the agent data unit (ADU) and Business Advocate/Service Class events are sent to OA. The OA software collects this information as work flows through the system and summarizes it. This information is available immediately to support real-time reporting. This information is stored in the database at the end of each interval and is available for historical reporting at that time.

Now lets talk about (IC Server Levels Each of the various server levels of the IC are shown in the diagram below )

 

Telephony: The Telephony is the voice channel connector.
VOX or HTTP VOX: The VOX server is the IVR connector. There are two flavors of IVR integration from 7.2 – one is traditional VOX (shown in the diagram) and the other is Http VOX.
Email: The Email server is the connection to the email channel.
Web: The Web server is the connection to the web channel.

The architecture displayed on the screen does not take Business Advocate into account. Additional server-side components (not shown here) are involved when Business Advocate is used.

Business Logic Servers
There are two Business Logic servers in the IC—the Workflow server and the Blender server.

 

 

DUStore: The Data Unit Store (DU Store) allows EDU and ADU data to persist across system shutdowns, crashes, or memory shortages.

Core Servers
The Core servers support the other servers in IC

The Core servers support the other servers in IC.
ORB: The Object Request broker (ORB) controls and maintains the other servers.
Alarm: The Alarm server is called by any client or server that needs to report an alarm condition.
Directory: The Directory server is the central repository for information about the IC’s functional and technical environment.
Data: The Data servers function as gateways between the IC and data connections, such as remote databases. These servers are specific to the supported databases.

The License server ensures that Avaya IC can run the features and agents that have been purchased.

IC Tools

The IC tools are used to perform system administration and customization. There are three IC tools –the IC Manager, the Database Designer, and the Workflow Designer.

The IC tools are used to perform system administration and customization. There are three IC tools – the IC Manager, the Database Designer, and the Workflow Designer.

IC Manager: The IC Manager is the interface to the IC administration.
Database Designer: The Database Designer is used to configure and customize IC databases, including the data model, data model business rules, and presentation.
Workflow Designer: Workflow Designer is used to develop business rules to be executed by the Workflow server.

IC MANAGER

 

IC TOOLS
WORKFLOW DESIGNER

IC Databases
IC databases include all the persistent information about the ICsystem. There are four types of databases—the Repository, the CCQ, the Advocate, and the OA DB.

 

IC databases include all the persistent information about the IC system. At a minimum, your Avaya IC system must have the IC Repository database and the CCQ database. Some Avaya IC applications, such as Business Advocate, also require dedicated databases. Depending on the components in your implementation, your Avaya IC system may also require one or more of these optional Avaya IC databases.
The Repository is a customizable data model hosted in a commercial RDBMS. This data model includes all the persistent information for the IC system.
The CCQ database collects, stores, and manages:
Customer-specific data, including contact information and customer history information.
Application data, including information about Web Management or Email Management.
You must create and seed the CCQ database to run all Avaya IC components and applications.

The Agent Desktop
The Agent Desktop is the agent’s window into Avaya Interaction Center. It allows agents to handle contacts across channels.

The Agent Desktop is the agent’s window into Avaya Interaction Center. It allows agents to handle contacts across channels. Avaya IC 7.2 supports three clients: Rich Agent, Avaya Agent Web Client(Browser), and SDK Client(Custom Client).
A screenshot of Rich Agent is displayed.

The Avaya Web Agent Client

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