EICC 2016 - Avaya - 4net Technologies · 8 December 2015 Fixed conditioning for NEC and Avaya for Card and Driver version support. ... A pre-configured User and SIP extension

EICC 2016 - Avaya

© Enghouse Systems, Limited Publish Date: Monday, 21 December 2015 UID: Z20100908182600

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Revision History

Date Ticket # Changes Made

21 December 2015 Updated typo on page 45 for AES and updated SuperPatch version from 3 to 4.

8 December 2015 Fixed conditioning for NEC and Avaya for Card and Driver version support.

26 November 2015 DOC-596 Added IPOffice supported and unsupported handsets

7 July 2015 ED-3027 Added Windows 10 information and also edited the ZCC support section to include support for 8.1 and 9.

1 July 2015 ED-2929 Added Avaya suitable configuration criteria.

29 June 2015 ED-2928 Added a bullet point for Avaya support TAPI version in the Third Party Software section.

11 June 2015 Updated dialogic Brooktrout version to 6.7.

29 January 2015 Doc-534 29 January 2015 Doc-534 Added Windows Server 2012 R2 (64 bit) to the Server table.

22 January 2015 22 January 2015 Removed the note about Aculab from the Card and Driver Version support section.

23 September 2014 TLS-1058 Updated Web Chat Queuing requirements.

22 September 2014 ED-2470 Updated to include support for Windows Server 2012 with Avaya Communication Manager.

13 June 2014 ED-2387 Removed references to Executive Conference, reflecting end of life for this product.

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28 May 2014 ED-2346 SQL Server 2014 support added.

23 May 2014 ED-2326 Updated to indicate JCT card support with Window Server 2012

29 April 2014 - 8.0 version released.

15 April 2014 DOC-475 Added Outlook 2013 and Office 2013 support for the Gateway for Microsoft Lync

28 February 2014 ED-2238 Removed references to Dashboard, which has been deprecated in 8.0.

24 January 2014 DOC-34 Added Windows 8.1 support. Updated Windows RDS note so that it includes Windows RDS 2012; Updated the note about TouchPoint support on Citrix XenApp/Windows RDS to indicate that Published Applications are not supported.

16 January 2014 ED-2074 Added QMS Gateway support for the ACM

20 December 2013 ED-2072 Added QMS Gateway support for the IP Office

31 October 2013 - 7.0 PSS released

25 October 2013 DOC-439,DOC-373, DOC-298, DOC-414

Removed End of Life section

Updated web browser support

Added Snapshot to the server- and client-side certification matrices and added the maximum supported concurrent sessions

Added Office 365 Lync row to the server-side certification table and indicated lack of support for the Gateway for Microsoft Lync

29 September 2013 DOC-398 Added SQL Server Enterprise support

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26 September 2013 - Added note about TouchPoint not being supported using Application Virtualization on Citrix XenApp

21 August 2013 DOC-392, REL-2436

Added note about Home Editions of Microsoft Outlook not being supported

Added note about ZCC supporting ACM 6.3 with AES 6.3

17 June 2013 - Updated required .NET version and C++ redistributables

13 June 2013 DOC-811 Updated Windows Server 2012 support to show support on the IPO and lack of support on ACM

17 May 2013 DOC-375 Added not about the message Waiting Indicator on IO Office 8.1

14 May 2013 DOC-374, DOC-378, DOC-377, DOC-376, DOC-381,

Removed Lotus and Novell Groupwise from the Server-side certification matrix.

Added Citrix XenApp 6.0 support information.

Updated virtualization support to include VMware 5.1 and Vmotion.

6 May 2013 DOC-366 Updated Executive Mobile and Snapshot mobile operating system support

2 May 2013 ED-1317, DOC 364

Updated content to reflect end of support for Windows Server 2003 and Windows Terminal Server Terminal Server 2003

Updated system maximums tables

30 April 2013 ED-1921 Updated to reflect end of support for OCS Gateway.

24 January 2013 ED-1395 Removed references to Executive Mobile for BlackBerry and Windows Mobile

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16 January 2013 ED-1538 Added Exchange 2013 support

19 December 2013 ED-1395 Added Outlook 2013 support

13 December 2013 DOC-289 Added note about ZIPR not being supported in conjunction with IP Office hotdesking

7 December 2012 ED-1460 Updated content to reflect support for SQL Server 2012 and SQL Server 2012 SP1

20 November ED-1319 Updated content to reflect end of support for SQL Server 2005

7 November 2012 ED-1264 Updated content to reflect end of support for Exchange Server 2003, Windows XP, Windows Vista and Outlook 2003

17 October 2012 n/a 6.2 PSS Released.

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Table of Contents

Product Suite Certification Matrix 10

Introduction ..................................................................................................................................................... 11

Product Suite - Server Side .............................................................................................................................. 12

Card and Driver Version Support ............................................................................................................. 13

Dialogic ............................................................................................................................................................ 14

Aculab .............................................................................................................................................................. 14

Soft Ports – Prosody S (IP Office Soft Ports, IP Office only) .............................................................................. 14

Hardware - Prosody X (Communication Manager only) .................................................................................. 14

Communication Manager Soft Ports ................................................................................................................ 14

DMCC Based Recording for Record and Evaluate ............................................................................................ 15

Firewall ..................................................................................................................................................... 15

Unsupported Operating Systems ............................................................................................................. 15

Product Suite - Client Side ............................................................................................................................... 16

Windows 7 Client Installation .................................................................................................................. 17

Windows 8 Client Installation .................................................................................................................. 17

Windows 10 Client Installation ................................................................................................................ 17

Microsoft Office ....................................................................................................................................... 17

Citrix XenApp ............................................................................................................................................ 17

Windows RDS ........................................................................................................................................... 18

Server and Client Requirements 19

EICC CTI Server Core Installation Requirements ............................................................................................. 20

Software Requirements ........................................................................................................................... 20

Supported Versions .......................................................................................................................................... 23

Hardware Requirements .......................................................................................................................... 24

Minimum Specifications for Upgrades ............................................................................................................. 25

Minimum Specifications for New Servers ......................................................................................................... 25

Virtualization ............................................................................................................................................ 27

Additional EICC Servers ................................................................................................................................... 27

File Servers ............................................................................................................................................... 27

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Messaging Repeaters ............................................................................................................................... 27

Additional Modules and Client Requirements ................................................................................................ 28

Core Client Installation ............................................................................................................................. 28

Multimedia Users ............................................................................................................................................. 28

Web-based Module Browser Requirements .................................................................................................... 28

TouchPoint, Desktop, Console, and Executive Insight ............................................................................. 29

CPU and Memory Requirements ...................................................................................................................... 29

Miscellaneous Requirements ........................................................................................................................... 29

EICC Phonebook Maximums ............................................................................................................................ 30

Custom Reporting .................................................................................................................................... 30

Email Queuing .......................................................................................................................................... 30

Executive Mobile ...................................................................................................................................... 31

Web Server Software Requirements ................................................................................................................ 31

Maximum Connections .................................................................................................................................... 31

Supported Phone Models ................................................................................................................................. 31

Fax ............................................................................................................................................................ 32

Software Requirements.................................................................................................................................... 32

Hardware Requirements .................................................................................................................................. 32

Fax Messaging Client Software Requirements ................................................................................................. 32

GAS Third Party Email Plugin .................................................................................................................... 32

Gateway for Microsoft Lync ..................................................................................................................... 32

Gateway for Microsoft Office Communications Server ........................................................................... 32

Outdial ...................................................................................................................................................... 33

QMS Gateway ........................................................................................................................................... 33

Record and Evaluate................................................................................................................................. 33

PBX Support Matrix .......................................................................................................................................... 33


Hardware Requirements - ZIPR Deployment.................................................................................................... 34

Hardware Requirements - Non-ZIPR Deployment ............................................................................................ 34

Client Software Requirement ........................................................................................................................... 35

Client Hardware Requirements ........................................................................................................................ 35

Snapshot ................................................................................................................................................... 35

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Software Requirements on Client Machines .................................................................................................... 35

Software Requirements for Mobile Devices ..................................................................................................... 36

Unified Messaging for Exchange .............................................................................................................. 36


Unified Message for Exchange and Hosted Exchange ..................................................................................... 36

Unified Messaging for Exchange and Microsoft Office 365 ............................................................................. 36

Networked Exchange Server Limitations ......................................................................................................... 37

Client Software Requirements ......................................................................................................................... 37

Web Callback ............................................................................................................................................ 37

Web Chat Queuing ................................................................................................................................... 37

Hardware requirements ................................................................................................................................... 37

Website Requirements ..................................................................................................................................... 38

Web Browser Support ...................................................................................................................................... 38

Network and Storage Requirements ............................................................................................................... 38

Network Infrastructure ............................................................................................................................ 38

Network Traffic......................................................................................................................................... 38

Storage Requirements .............................................................................................................................. 39

Support and Maximums 40

Enghouse Interactive Communications Center Supported Versions .............................................................. 41

EICC Software Updates Support Status .................................................................................................... 41

System Maximums .......................................................................................................................................... 42

Remote PBXs ............................................................................................................................................ 44

PBX Versions .................................................................................................................................................... 45

Supported Devices ........................................................................................................................................... 47

Avaya Communication Manager .............................................................................................................. 47

Supported Handsets ......................................................................................................................................... 47

Unsupported Handsets .................................................................................................................................... 47

IPOffice ..................................................................................................................................................... 47

Supported Handsets ......................................................................................................................................... 47

Unsupported Handsets .................................................................................................................................... 47

Platform-specific Features 48

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Feature Support ............................................................................................................................................... 49

Features Available by PBX ........................................................................................................................ 49

Features Available by Email Platform ...................................................................................................... 53

EICC 2016 - Avaya

Product Suite Certification Matrix

This chapter identifies the third party server and client software versions supported by Enghouse Systems for use with Enghouse Interactive Communications Center.

Important Note

This document is updated frequently. Refer to the online version for the most up-to-date version.

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Introduction

The tables in this section identify the third-party server and client software versions officially supported by Enghouse Systems for use with Enghouse Interactive Communications Center.

The tables contain the following symbols and notes where applicable. Additional notes and exceptions are indicated by numbered notes, explained after the tables. The notes only apply to the specific server and module combinations where they appear.

Supported Feature. QA have tested this functionality.

Unsupported Feature. This feature is not supported and unlikely to be supported in the foreseeable future.

Notes:

Only English language versions of the third-party software included in the following Product Suite tables are supported.

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Product Suite - Server Side

Core includes Custom Announce, CT Control, Callback, and Fax Queuing.

Version Core Custom

Reporting Email

Queuing Web

Callback Web Chat

Outdial Unified

Messaging Fax

Queuing Fax

Messaging IVR

Record and

Evaluate Snapshot

QMS Gateway

Gateway for Microsoft Lync -

Click to Dial

Gateway for Microsoft Lync - Presence

Integration

Windows Server 2003 (32 bit)

SP2

R2


R2 SP2

Windows Server 2008 (64-bit)

R1

R2

R2 SP1

Windows Server 2012 (64-bit)

Original

Windows Server 2012 R2 (64-bit)

Original

Exchange Server 2003

SP2


SP3

Hosted


SP2

Hosted


SP1

Office 365 Exchange

Skype for Business

IIS 7.5

8.0

SQL Server 2005

SQL Server Express 2008 R2

Original

R2

SQL Server Standard 2008 R2

Original

R2

SQL Server Original

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Version Core Custom

Reporting Email

Queuing Web

Callback Web Chat

Outdial Unified

Messaging Fax

Queuing Fax

Messaging IVR

Record and

Evaluate Snapshot

QMS Gateway

Gateway for Microsoft Lync -

Click to Dial

Gateway for Microsoft Lync - Presence

Integration

Enterprise 2008 R2

R2

SQL Server Express 2012

Original

SP1

SQL Server Standard 2012

Original

SP1

SQL Server Enterprise 2012

Original

SP1

SQL Server Express 2014

Original

SQL Server Standard 2014

Original

SQL Server Enterprise 2014

Original

Apache Tomcat 6.0 SU25

Java 1.4

Oracle

MySQL

Sybase

Notes:

Custom Reporting is supported using an ODBC driver 32-bit version.

On the IP Office, IP Office 8.1 Service Pack 5 - User CD 4.2(52) (TSP file version 1.0.0.38) or later is required for Windows Server 2012 support.

On Avaya Communication Manager, Avaya TSAPI Client version 6.3.3 is required for Windows Server 2012 support.

Card and Driver Version Support

There may be minor differences in sound quality between different brands and models of cards and drivers. These differences are outside of the control of Enghouse Systems and EICC applications.

Secure RTP and G722 are not supported for soft ports.

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Dialogic

Dialogic JCT Driver SR 6.0 SU 243 or later is required for installations on Windows Server 2008 R2 SP1.

Dialogic JCT Driver SR 6.0 SU 271 or later is required for installations on Windows Server 2012.

Dialogic Brooktrout Drivers need to be version 6.7.3.

Aculab

Only Aculab driver release 6.5.17.6 is supported.

Soft Ports – Prosody S (IP Office Soft Ports, IP Office only)

IP Office Soft Ports are only supported on IP Office firmware 7.0(23). or above.

IP Office Soft Ports are supported on an IVR.

IP Office Soft Ports do not support the sending and receiving of faxes.

Note:

IP Office supports inbound fax using a combination of IP Office Soft Ports for fax tone detection and Dialogic cards for fax reception.

IP Office Soft Ports do not support Speech Recognition.

IP Office Soft Ports do not support AMD (Answer Machine Detection).

Each IP Office Soft Port requires:

A pre-configured User and SIP extension.

A CTI Aculab SIP Port license.

Hardware - Prosody X (Communication Manager only)

Aculab Prosody X cards are supported on Communication Manager. These are required to run Announceport.exe.

Prosody X cards are NOT supported when used in a 1U, 19-inch rack-mount chassis.

Prosody X cards do not support Speech Recognition.

Prosody X cards do not support AMD (Answer Machine Detection).

6.5 supports Fax integration.

Communication Manager Soft Ports

ACM Soft Ports do not support the sending and receiving of faxes.

ACM Soft Ports are supported on an IVR.

ACM Soft Ports support Speech Recognition.

ACM Soft Ports do not support AMD (Answer Machine Detection).

An Unencrypted TCP Port is required on the DMCC Server.

ACM Soft Ports are supported on Avaya Communication Manager Version 5.2 and above.

Codecs G.711MU, G.711A and G.729 are currently only supported by the announceports.

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ACM Soft Ports require Avaya Application Enablement Services 4.2.3 or above (5.2 or above recommended).

Each ACM Soft Port requires:

A DMCC_DMC license.

A CTI ACM Soft Port license.

A Pre-configured IP Station. The station needs to be configured as type 6424 and have a name assigned to it. Each station must also use an IP Soft Phone and have the Security Code configured to be the same as the extension number.

DMCC Based Recording for Record and Evaluate

DMCC recording does not require a recording NIC.

DMCC recording can be installed on a virtual machine.

DMCC recordings can be obtained from VOIP and TDM handsets.

DMCC based recording for Record and Evaluate, license and software requirements

IP_STA Licence per Concurrent Recording

DMCC_DMC Licence per Concurrent Recording

Application Enablement Services 4.2.3

Enghouse Systems License Requirements

'ACM DMCC Recorder’ Site Licence

‘Zeacom Record’ license Per Concurrent Recording

'Zeacom Evaluate’ License Per User (Named License) - Optional

Firewall

Windows Server 2008 R2 and R2 SP1 (64 bit), and Windows Server 2012 have been validated with the Windows Firewall disabled. Support for Windows Firewall is to be announced.

Unsupported Operating Systems

The following operating systems are not supported on the server:

Windows XP

Windows Vista

Windows 7

Windows 8

Windows Server 2003

Windows Server 2008 32-bit

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Product Suite - Client Side

Version

Desktop Console Executive

Insight Unified

Messaging Fax

Messaging Web

Callback Web Chat

Queuing

Email Queuing

SMTP

Outdial Queuing

Record and

Evaluate

Snapshot TouchPoint Gateway for Microsoft Lync

Windows XP (32 bit) All versions

Windows Vista (32 bit) All versions

Windows 7 (32 bit and 64 bit)

Enterprise

Professional


Enterprise

Pro

Windows 8.1 (32 bit and 64 bit)

Enterprise

Pro


Enterprise

Pro

Windows RT

Windows 2008 Terminal Server/ RDS (32 and 64 bit)

Windows 2012 Terminal Server/RDS

Outlook 2003 and 2007

Outlook 2010, 2013 and 2016

64 bit

32 bit

Office 2003 and 2007

Office 2010, 2013

64 bit

32 bit

Office 2016

Citrix XenApp

6.0

6.5

6.X

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Version

Desktop Console Executive

Insight Unified

Messaging Fax

Messaging Web

Callback Web Chat

Queuing

Email Queuing

SMTP

Outdial Queuing

Record and

Evaluate

Snapshot TouchPoint Gateway for Microsoft Lync

7.X

Note:

The Windows 2008 Terminal Service environment is now known as Microsoft Remote Desktop Services or RDS.

Windows 7 Client Installation

Home Edition and Starter Edition are not supported.

Both 32-bit and 64-bit versions are supported.


Installation is not supported on the home/consumer edition of Windows 8. Installation is supported on 32- and 64-bit versions of Windows 8 Pro and Windows 8 Enterprise.

Touchscreen functionality is not supported for Desktop.


Installation is supported on 32- and 64-bit versions of Windows 10 Pro and Enterprise.

Touchscreen functionality is not supported for Desktop.

Microsoft Office

Home Editions of Microsoft Office are not supported.

Citrix XenApp

Testing has been performed on default configuration of XenApp. However, within XenApp are many different configuration options, in particular security restrictions. It is possible that some specific customer configurations may result in issues. Enghouse Systems will endeavor to work with the customer to resolve the issues, but it may be determined that some specific configurations may not be able to be supported.

TouchPoint is not supported when using either Application Virtualization or Published Applications. TouchPoint is supported when using standard RDP.

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Windows RDS

Testing has been performed on default configuration of Windows RDS. However, within RDS are many different configuration options, in particular security restrictions. It is possible that some specific customer configurations may result in issues. Enghouse Systems will endeavor to work with the customer to resolve the issues, but it may be determined that some specific configurations may not be able to be supported.

Function keys are not supported for RDS.

TouchPoint is not supported when using either Application Virtualization or Published Applications. TouchPoint is supported when using standard RDP.

EICC 2016 - Avaya

Server and Client Requirements

This chapter describes the minimum hardware and software requirements for server and client systems. It also contains estimates for network traffic required by some common operations, and the disk space required for data storage.

Warnings:

Minimum specifications are a mandatory support requirement. If a server does not meet specifications (including partitioning requirements), customers (including those under maintenance) may be invoiced for support. The only specification that is not mandatory is recommended disk space.

The server and client requirements for custom applications and plug-ins may differ from those of the core product. Please contact your Process Automation consultant for information about the exact requirements of a specific custom application or plug-in. Sites should not be upgraded without consultation, as testing for each plug-in against the latest version must be prescheduled.

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EICC CTI Server Core Installation Requirements

This section contains the minimum system requirements for the CTI Application Server. Note that optional modules such as multimedia queuing may have additional requirements.

Software Requirements

Note:

Supported operating systems and Service Packs may differ for specific PBXs and configurations. Refer to the Product Suite Certification Matrix and the Support and Maximums sections of this document for more detailed information.

Warning:

No other software than is stated for installation should reside on the CTI Server.

Operating System

Windows Server 2008 R2 SP1 (64 bit)


Windows Server 2012 R2 (64 bit)

Note:

Client (nonserver) operating systems are not supported for server installation due to Microsoft licensing restrictions on client connections.

Minimum PBX Firmware Version:

IPOffice ACM

Windows Server 2008 R2 R7.0 or greater TSAPI Client 6.1 or greater

Windows Server 2012 r9.0 or greater TSAPI Client 6.3.3 or greater

Windows Server 2012 R2 r9.1 or greater TSAPI Client 6.3.3 or greater

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Important Note

Installing EICC on a Windows server that has the System cryptography: Use FIPS compliant algorithms for encryption, hashing, and signing security setting enabled, is NOT supported.

Microsoft Software and Services

.NET Framework v3.5 SP1.Note: .NET 3.5 Features need to be manually enabled during Microsoft Windows Server 2012 installation.

.NET Framework v4.5

Internet Information Services (IIS) 7.5 or 8

Simple Mail Transfer Protocol (SMTP)

Tip:

Only required for Email queuing. Refer to the Email Queuing Installation Manual for details.

Visual C++ Redistributable 2013 (version x86 and x64)

Tip:

This is included in the installation wizard.

Windows Imaging Component

Microsoft SQL Server 2012 or 2014 (Refer to the SQL Server Pre-Deployment Technical Reference (in the EICC Library under Printed Documentation > Technical Reference Material) Manual for details)

Third Party Software

Adobe Acrobat Reader

AES TSAPI Client (Avaya Communication Manager only)

Avaya IP Office TAPI Service Provider

EICC 2016 supports Avaya IP Office using the Tapi2 TSP version 1.0.0.42 and above.

The following Avaya Documents can be referenced for the following:

o Deploying IP Office Platform Server Edition Solution (for example, release 9.1 Issue 02.06 April 2015)

o Avaya IP Office Platform Server Edition Reference Configuration (for example, release 9.1 Issue 02.06 April 2015)

The Queue Depth (MaxCalls) is set to 1000 in all cases.

Dialogic, Aculab, or other voice port drivers (the exact voice port drivers depend on the make and model of the PBX).

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Aculab Prosody S drivers.

Note:

From EICC 6.0, TAPI WAV is no longer supported.

Remote access software. This software is used to connect to the system from a remote location (e.g., by the support company) for maintenance, upgrades, and support. This software, while site- specific, can be any remote access software product. Installation should be as per the installation manual accompanying that software.

Antivirus

Antivirus software should be disabled completely prior to performing a EICC server installation or upgrade. Refer to the Virus Protection Recommendations Technical Reference document (UID: Z20100908182522) for the virus protection recommendations for EICC servers.

Note:

When installing or upgrading EICC, it is recommended that the CTI Server antivirus software is disabled via the Microsoft Group Policy (or similar). This avoids the antivirus software from being restarted midway through the installation or upgrade process (such as during a server restart).

Firewall

In some cases, it may be necessary to configure the server firewall to allow the access necessary for the EICC applications to communicate. Refer to the Network and Firewall Settings Technical Reference document (UID: Z20100908182150) for information about the ports that require access to the EICC server.

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Microsoft SQL Server

EICC 6.2 and above uses a Microsoft SQL Server database to store and retrieve data. During an installation or upgrade, the CTI Server Setup Checklist will guide you through the setup of SQL Server. You are presented with options to connect with an existing local instance of SQL Server, install a new SQL Server Express instance locally, or connect with an existing remote instance of SQL Server.

Supported Versions

The following versions of SQL Server are supported for use with EICC:

Microsoft SQL Server 2012 - Express, Standard and Enterprise editions

Microsoft SQL Server 2014 - Express, Standard and Enterprise editions

Note:

Only 64-bit versions of Microsoft SQL Server are supported.

Microsoft SQL Server 2008 R2 is ONLY supported for upgrades.

Tip:

If you are connecting to an existing SQL instance, or creating a new remote SQL Server Instance, refer to the SQL Server Pre-deployment Technical Reference document (available from the EICC Library) for the steps required to ensure that the non-EICC created database is compatible with EICC.

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Hardware Requirements

Warning:

Servers that do not meet the hardware specifications outlined in this section are NOT supported for use with EICC.

Tip:

The hardware requirements are the same for both physical and virtual servers.

Notes:

Due to the functional enhancements made during version EICC 2016 of EICC, the base configuration requirements have changed from earlier versions.

System Requirements are site specific, depending on call volume. Larger specifications may be required for heavy load Contact Centers, e.g. 500 calls per hour:

Standard Configuration: < 500 calls per hour High Traffic Configuration: > 500 calls per hour

Standard Configuration: <16 ports/<200 extensions/<1500 BHCC High Traffic Configuration: >16 ports/>200 extensions/>1500 BHCC

The maximum extension length supported by EICC is 8 digits.

Check with your PBX supplier to ensure that the extensions of your PBX comply with this requirement.

It is strongly recommended that the extension length is less than or equal to the local number length for that country:

Australia=8

New Zealand=7

UK=5-8.

US=7

Email Queuing does not provide email gateway or server features must stand behind a customer site Email server for virus and spam protection.

EICC is not supported when running in a clustered Windows environment. The application does not support high availability services.

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Processor

Low Traffic Sites - Quad-core Nehalem-based Xeon @ 2.13GHz

High Traffic - Hex-core Nehalem-based Xeon @ 2.13GHz

Notes:

If there is an increase in extensions (implicit in Busy Hour Call Completion - BHCC) a hex-core processor should be considered.

If the system is to be utilized 24 hours a day, seven days a week, then a hex core processor is required (as for high traffic configuration above).

If the site / call center is not operational when you run system backups then a dual core processor is sufficient, however, at least a quad core processor is recommended.

Hard Disk

Minimum Capacity: 200 GB or higher.

RAID (disk redundancy): If this option is required, appropriate OS compatible hardware/software must be installed. Note that 80GB of free space after initial installation is strongly recommended.

Partitions: To prevent any large log files and/or database snapshots from causing the system to fail, either by filling up the Windows partition or the Enghouse Interactive Communications Center Data partition, the hard drive MUST be divided into the following three NTFS partitions:

C: This partition should contain the Windows operating system and must be at least 40 GB in size, with a minimum of 10GB of free hard disk space.

D: This partition will be used to install the EICC application suite and must be at least 80 GB in size.

E: This partition will be used to store EICC log files and must be at least 80 GB in size.

Memory

Minimum Specifications for Upgrades

Low Traffic Sites - 8 GB RAM Minimum

High Traffic - 12 GB RAM Minimum

Minimum Specifications for New Servers

Low Traffic Sites - 8 GB RAM Minimum

High Traffic - 12 GB RAM Minimum

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Additional Cards

Dialogic or other voice card(s) required for Custom Announce, Voice Messaging, Voice Recording and Fax (the exact voice cards supported depends on the make and model of the PBX).

For established Fax installations, Dialogic Brooktrout, JCT and VFX cards are supported. Aculab Prosody X cards are supported on Communication Manager.

Dialogic Brooktrout cards are supported for new customer fax deployments. JCT and VFX cards are not supported.

For details of cards supporting Fax, see the Fax installation manual for your PBX platform.

Notes:

These cards are normally full-size or full-height cards (typically 107mm x 312mm). Prior to selecting your server hardware, you must confirm the physical size or characteristics of any option cards to ensure they will fit, as many servers will not accommodate these option cards.

Occasional fax issues may be experienced by some customers using Dialogic JCT or VFX cards; if these persist, Dialogic recommends upgrade to the newer Brooktrout (TR1034) technology. Brooktrout is the preferred Dialogic option for all new deployments. Known issues with legacy JCT/VFX fax cards are:

Reception of large multiple-page faxes.

Reception of faxes from some newer technology fax machine brands.

External Interfaces

Two compatible Network Interface Cards (NIC) suitable for connection to customers Local Area Network (LAN) and PBX connectivity are recommended.

Miscellaneous Hardware Requirements

Super VGA (1024 x 768), or higher resolution, video adapter and monitor

DVD drive

USB Port

Mouse or other pointing device

Keyboard

PCI slots (Sufficient 32-bit and/or 64-bit slots to support voice or fax cards as required. Refer to Additional Cards for more information).

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Virtualization

EICC CTI services can be virtualized using either VMWare or Hyper-V. The virtualization overhead must be taken into account and servers deployed and managed to perform similarly to dedicated hardware.

Important Notes

Only dedicated resources are supported, not dynamic (e.g., dynamic memory).

EICC recommends NOT using dynamic memory in a virtual environment that hosts SQL Server.

EICC is supported in the following virtual environments:

VMWare vSphere 4.1, 5.0, 5.1 and 5.5

Hyper-V for Windows Server 2008 R2 and Windows Server 2012

Note:

VMWare vMotion (and vMotion Storage) have not specifically been lab-tested by Enghouse Systems but are known to be successfully used in conjunction with EICC CTI servers at existing customer sites. The CTI server will be briefly paused when migrated by vMotion. If this pause is short (< ~2 seconds) then it is likely that all external connections including the CTI link will be maintained and the migration will succeed without any loss of service. If the pause is longer, the connections may fail, and in the worst case services on the CTI server may need to be restarted to re-establish these connections.

Additional EICC Servers

File Servers

It is recommended that any file server hosting EICC client applications has a minimum of 200 MB free space and at least a 100 MB network interface connection.

Messaging Repeaters

The hardware and software minimum requirements are the same as those listed for the core installation of EICC, with the following exceptions:

Only 40 GB of hard disk space is required

Dual Core 2.4 GHz

2 GB RAM

The Messaging Repeater must be able to connect to the main CTI server via TCP (port 3124 by default). This connection is required when performing the Messaging Repeater installation, and this TCP port must be kept open while the Messaging Repeater is running

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Additional Modules and Client Requirements

The following are specific or additional requirements for optional modules.

Note:

If different hardware or software requirements are not presented, the requirements for that module are the same as those for the core CTI Server.

Core Client Installation

Important Note:

The client specifications listed within this document are the MINIMUM supported for use with EICC. If clients are also running processor or memory intensive non-EICC applications, this must be taken into account when provisioning hardware for client machines.

EICC applications can be:

Run from a share on the CTI Server.

Run from a share on a Messaging Repeater.

Hosted on an existing customer file server that all client workstations have access to.

Installed locally on individual client machines.

Multimedia Users

All multimedia users must be running Agent Desktop.

Web-based Module Browser Requirements

The following Internet browsers (running on either Windows or non-Windows operating systems) are supported for use with Web Callback and the Executive Mobile Web Portal:

Apple Safari 5.1 and above

Google Chrome 21.0 and above

Note:

Google Chrome auto-updates are expected to function correctly but are not officially supported until tested by Enghouse Systems.

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Microsoft Internet Explorer 9 , 10 and 11

Note:

Edge Browser is NOT supported.

If you are running TouchPoint on Windows 10, please default to Microsoft Internet Explorer version 11.

Mozilla Firefox 17 and above

TouchPoint, Desktop, Console, and Executive Insight

Software Requirements (Windows Professional and Enterprise)

Windows 7 (32-bit and 64-bit)


Windows 8.1 (32-bit and 64-bit)


TCP/IP Networking Protocol

DHCP (a fixed IP address is not required)

Latest version of Microsoft Common Controls DLL

Executive Insight integrates with Microsoft Outlook 2007, 2010 and 2013 (32 bit Office)

.NET Framework 4.5.2

IE 9.0 or higher for TouchPoint clients


CPU and Memory Requirements

Windows 7: 1 GHz processor or greater with at least 1 GB RAM


Windows 8.1: 1 GHz processor or greater with at least 1 GB RAM


Miscellaneous Requirements

Screen resolution 1024 x 768 (minimum)

Sound Card (If no sound card is installed, no messages or greetings can be played from the PC; users must use the phone instead)

Mouse

Ethernet Connection to a local area network (LAN) to which CTI Application Server is also attached. Minimum recommended connection speed of 100Mbit/s or greater

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EICC Phonebook Maximums

A user can have a maximum of 500 contacts per personal phonebook

A global phonebook can have a maximum of 10,000 contacts

Custom Reporting

Software Requirement

An ODBC database server, such as Microsoft SQL Server, Oracle, Sybase or MySQL.

Email Queuing


Minimum supported Exchange Servers:

Exchange Server 2007 SP2

Microsoft Office 365

Hosted Exchange 2010

Spam and virus protection software must be installed at the point of entry to the customer's email system, before the email is forwarded to the EICC CTI server. This is the customer's responsibility.

Email Queuing and Third Party Email

The addition of the Third Party Email Queuing plug-in from Global Advanced Services allows support of email platforms that utilize POP3, such as IBM Lotus and Novell Groupwise, on EICC Email Queuing.

Email Queuing and Hosted Exchange 2010

Archiving is only available if customer IT policy allows enabling of Any Sender Access on the Hosted Exchange configuration. If Any Sender Access is not acceptable, then it is recommended to include the Media Extraction plug-in in any solution offered.

Email Queuing and Microsoft Office 365

Email Queuing on Microsoft Office 365 is enabled by the Third Party Email Queuing plug-in included in the Contact Center Connector.

Archiving is not available for Email Queuing on Microsoft Office 365. All deployments of Email Queuing should include the Media Extraction plug-in as part of the solution.

Microsoft Office 365 has maximum rates for sending and receiving emails, as well as total per day recipient limits: A Local Exchange or Hybrid Office 365 solution is recommended for those sites that are likely to exceed these limits. At the time of publication, the limits are:

Message rate: 30 messages per minute.

Recipient rate: 1500 recipients per day.

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Warning:

Check Microsoft's Office 365 documentation under Message and Recipient Limits before proceeding as these limits may change without notice. At the time of publication, the limits can be found here: http://help.outlook.com/en-us/140/dd630704(d=loband).aspx?sl=1.

Executive Mobile

Web Server Software Requirements

Microsoft IIS version 7.5 or later

.NET Framework 4.5

Web Service Extension ASP.NET v4.0.30319 or later

Visual C++ 2010 Redistributable

Visual C++ 2013 Runtime Redistributable

Warning:

Executive Mobile cannot be installed on the same server as the Web Chat module.

Note:

Refer to page 28 for a list of supported browsers.

Maximum Connections

The recommended implementation is up to 50 users on an existing IIS 7.5.0 or IIS 8.0 Server.

Supported Phone Models

Important Note:

Due to differences between mobile phone models and carrier functionality, Enghouse Systems cannot guarantee Executive Mobile functionality on any mobile phone. Enghouse Systems welcomes feedback about compatibility on other mobile phones not listed.

The following mobile phone types have been tested and testing suggests that they work to specification:

Apple iOS 4.x, 5.x and 6.x on the iPhone 3GS, iPhone 4 and iPhone 4S

Google Android Version 4.0.x (Ice Cream Sandwich), 4.1.x and 4.2.x (Jelly Bean)

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Fax

Fax reception/sending is supported using Dialogic Brooktrout TR1034 cards or Aculab Prosody X cards.


Windows Server 2008 R2 or Windows Server 2012 or Windows Server 2012 R2 with Windows Fax Services running on the CTI Server if outbound Fax Messaging is required. Fax Queuing replies do not require Windows Fax Services.

Microsoft Exchange Server 2007 SP2, 2010 or 2013 if Unified Messaging for Exchange is being used.


Brooktrout is the only supported Dialogic option for new deployments. Dialogic Brooktrout, Dialogic D/4PCI-UF or JCT Cards (4 or 12 port) and VFX cards are supported for established fax installations.

Notes:

With a 12-port Dialogic card, a maximum of four (4) ports is available for Fax communication. Therefore if 12 fax ports are required, three 4-port Dialogic cards should be used.

Fax Messaging Client Software Requirements

Fax reception requires Console, Executive Insight, Unified Messaging, or Executive Desktop.

Outbound fax requires Console, Executive Insight, or Executive Desktop.

Microsoft Outlook version 2007 or later, if Unified Messaging for Exchange is being used.

GAS Third Party Email Plugin

If the GAS Third Party Email Plugin is installed, this should be uninstalled before upgrading to CTI Server EICC 2016.

Gateway for Microsoft Lync

EICC's Gateway for Microsoft Lync supports Microsoft Lync Server 2013. Customers on Skype for Business should use Microsoft feature Call via Work.

Gateway for Microsoft Office Communications Server

Gateway for Microsoft Office Communications Server is no longer supported.

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Outdial


Microsoft SQL Server. Supported versions:

Microsoft SQL Server Express 2008 R2, 2012 or 2014.

Microsoft SQL Server Standard 2008 R2, 2012 or 2014

Microsoft SQL Server Enterprise 2008 R2, 2012 or 2014


The Outdial Engine application (DialEngine) must NOT be set up on the CTI Server. It must be run on a separate server.

The Autodial IVR may be located on either the CTI Server or the Outdial server, or run on a third server, depending on the server load.

QMS Gateway

CP Integration Version

EICC 2016 onwards.

CP 2015 (CP 9) PRC6.

QMS Version

File version 5.1 and above.

Record and Evaluate

Record and Evaluate version 10.1 and 10.2 are supported for use in conjunction with version 8.1 of EICC.

PBX Support Matrix

PBX Trunk-side [2] Extension-side

SIP ISDN Digital TAP Analog TAP Intrude ZIPR DMCC [6]

Digital Analog [5] IP TDM

ACM

IP Office

*Includes support for Radio Transmitters (RTs)

Notes

1. Refer to page 14 of the Record and Evaluate Marketing Information Bulletin for additional information regarding AudioCodes VoIP limitations.

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2. The Intrude recording method is reliant on the Silent Intrude feature of the PBX. If the switch does not support this feature, Record is not available.

3. Uses SNMP to resolve IP addresses for extensions.

4. DMCC recording is not supported on SIP or analog extensions.

Note:

For information on the handsets and Ai-Logix cards that are supported for use with trunk-side and extension-side recording, refer to http://www.audiocodes.com.

Warning:

Record and Evaluate cannot be installed on the CTI Server and must be installed on a separate, exclusive server.


.NET framework version 3.5

SQL Express 2005 or above

Windows Server 2003 (32 bit) (or Windows Server 2008 R2 (64 bit) for Record and Evaluate 10.0 or higher)

Non-ZIPR deployment: Dialogic or Ai-Logix drivers (latest release of each)

Antivirus

Refer to the Virus Protection Recommendations Technical Reference document (UID: Z20100908182522) for the virus protection recommendations for EICC servers.

Hardware Requirements - ZIPR Deployment

Dual Core Xeon Processor minimum, with Quad Core recommended

2x 500 GB HDDs > Raid 1 (Mirror) minimum

2x 100 MB Network Interface Cards

2 GB RAM minimum

Hardware Requirements - Non-ZIPR Deployment

Dual Core Xeon Processor minimum, with Quad Core recommended

2x 500 GB HDDs > Raid 1 (Mirror) minimum

100 MB Ethernet card (2 x 100 MB Network Interface Cards if VoIP recording is to be used)

http://www.audiocodes.com/

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The server chassis must be able to house full length, full height PCI card(s). Depending upon the type of card, the PCI slot can be either PCI express or 32-bit PCI 2.2.

Notes:

Record and Evaluate employs either AudioCodes or Dialogic cards, depending on the type of recording being used. The latest AudioCodes or Dialogic drivers must be used.

The ZIPR recording method does not require AudioCodes or Dialogic cards. Instead, IP voice traffic is captured directly from the network using a SPAN port set to promiscuous mode.

ZIPR is not supported on a virtual environment, due to difficulties involved in setting up the mirror points, specifically in dedicating a network card (NIC) to receive the SPAN traffic for ZIPR to monitor.

Client Software Requirement

Windows XP SP2 or greater, Windows Vista (32 bit), or Windows 7 (32 bit and 64 bit)

Client Hardware Requirements

Pentium 4, 1 GHz CPU

512 MB RAM (1 GB or greater if using Windows Vista or 7)

At least 100 MB free disk space

100/10 Mb or greater Ethernet card

Snapshot

Snapshot is included in the Real-time Statistics module.The maximum number of concurrent Snapshot sessions that can be running at any one time is 25.


SQL Server, installed on the CTI Server or another server. Supported versions:

Microsoft SQL Server Express 2008 R2, 2012 or 2014.

Microsoft SQL Server Standard 2008 R2, 2012 or 2014

Microsoft SQL Server Enterprise 2008 R2, 2012 or 2014

SQL Server Management Studio (installed on the server or a client machine)

Software Requirements on Client Machines

An internet browser capable of running Silverlight 5; see http://www.microsoft.com/getsilverlight for appropriate browsers.

Silverlight runtime

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Software Requirements for Mobile Devices

Apple iOS 5.x or 6.x

Android 4.0.x (Ice Cream Sandwich), 4.1.x or 4.2.x (Jelly Bean)

Note:

Zoom is disabled on the Android version of Snapshot.

Unified Messaging for Exchange


Microsoft Exchange Server 2007 SP2, 2010 or 2013; Microsoft Hosted Exchange 2010; Microsoft Office 365

Microsoft Windows Server 2008 R2 SP1

Microsoft .NET Framework 3.5 SP1 and .NET 4.5

Notes:

Unified Messaging for Exchange is not compatible with antivirus or anti-spam scanners that act on email messages after they have been delivered to mailboxes.

Unified Messaging for Exchange software can be housed on the CTI Server.

Unified Message for Exchange and Hosted Exchange

Customer IT policy must allow NAT port-forwarding, as this is required for Exchange to communicate with the CTI server.

Unified Messaging for Exchange and Microsoft Office 365

Customer IT policy must allow NAT port-forwarding, as this is required for Exchange to communicate with the CTI server.

The following features are not available when Microsoft office 365 Web Applications are used with Unified Messaging for Exchange:

The Microsoft embedded player for message playback.

Voice message playback via the PBX phone.

Reply by phone.

The ability to set specific profiles for particular meetings (calendar integration is available).

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Networked Exchange Server Limitations

The following networked exchange servers are NOT supported with Unified Messaging for Exchange and must NOT be included in the domain:

Microsoft Exchange Server 2000

Microsoft Exchange Server 2003

Client Software Requirements

Unified Messaging for Exchange Player is supported on:

Microsoft Windows 7 (32 and 64 bit)

Microsoft Outlook 2007, 2010 and 2013 (32-bit version only)

.NET Framework 3.5 SP1

.NET Framework 4.5

IE 9

Web Callback


Microsoft Windows IIS 7.5 (Server 2008) or 8.0 (Server 2012)

Jakarta-Tomcat v version 7.0.42, configured on a machine that is not housing the main web server

Java JRE version 7 Update 25

Web Chat Queuing


.NET Framework 4.5

Hardware requirements

For security reasons, Web Messaging should be installed on a server other than the CTI server. This server should be inside the DMZ, outside the LAN firewall and must be accessible via the WAN. Web Messaging can be installed on the same server as the organization's website.

Minimum required server specifications:

40 GB hard disk space

Dual Core 2.4 GHz processor

2 GB RAM

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Website Requirements

Any website hosting Web Chat Queuing must:

Reference the jQuery library. Web Chat Queuing is supported with jQuery version 1.6.4 and all later major versions.

Reference the SignalR library. Web Chat Queuing is supported with SignalR version 2 and above.

Web Browser Support

Web Chat Queuing is supported with Internet Explorer 9, 10 and 11, as well as the latest versions of the following browsers:

Chrome for Windows

Chrome for Android

Firefox for Windows

Safari for iOS

Safari for OS X

Network and Storage Requirements

Network Infrastructure

Internet Protocol Version

Sites must be running IPv4, or a combination of IPv4 and IPv6. EICC is NOT supported on sites that run IPv6 exclusively.

Network Traffic

This section provides guidance for administrators making decisions about network design and client software installation.

Application Startup

The following figures show the data transferred each time a client application starts up, based on a system with an average-sized database:

Application Installed locally Run from a shortcut on the server

Desktop 1.5 MB 17.3 MB

Administrator 3.1 MB 20.7 MB

Message Traffic

WAN bandwidth: Where some client PCs are connected via WAN, a minimum of 256Kb of available bandwidth is recommended. A CTI Server Messaging Repeater server should be configured at the remote site to minimize the bandwidth required.

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Networked Voice Messaging: 500KB of email message traffic is created for each minute of message or mailbox name recording transmitted across the network.

Multicasting: CTI Server uses UDP Multicasting for efficiency in distribution messages to client computers. UDP Multicasting should always be used, and it must be used if more than 50 client workstations are planned. If multicasting is disabled for some network segments, the number of IP packets transmitted to clients on those segments can be tripled or more.

Storage Requirements

Storage space requirements for the CTI Server depend strongly on the retention policies for Voice Messaging items, Fax items, and log files. Voice Messaging and Fax items are stored in the database. Log files are stored by default in the LogFiles subfolder of the installation.

Voice Messaging storage requires approximately 30 MB for an hour of recording. 1 GB of disk can store about 1000 two-minute messages.

Simple text Fax messages consume only about 2 MB per 100 pages. (Images can consume much larger amounts of space, but most Fax messages are text.)

Log file size depends on installed items, logging levels, and system activity. By default, log files are retained in native format for a week, and in compressed format for a month. On a busy system, log files can consume several gigabytes of space.

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Support and Maximums

This chapter outlines the service limits of EICC and the versions of the switch-related software that are supported by Enghouse Systems when run on a supported Avaya PBX.

Note:

IP Office is an Avaya Trademark.

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Enghouse Interactive Communications Center Supported Versions

The EICC software supported in the field is the last two major versions.

The EICC software supported with Software Updates is the latest EICC release for each major version (for example, for major version 5, the latest supported release is 5.1). Any issues to older software may require an upgrade to the latest version.

EICC Software Updates Support Status

Release Version Release Name Release Type Support Status

Version 3 All

Version 4 All

Version 5 All

Version 6 All

Version 7 7.0 Major release

Version 8 8.0 Major release

Version 8.1 8.1 Major release

EICC 2016 EICC 2016 Major release

Important Note:

The information contained within this document is applicable to EICC version EICC 2016. For other versions of EICC, refer to the corresponding version of the Product Suite Specifications document.

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System Maximums

This matrix details the recommended provisioning capacity of a single CTI server, configured to recommended specifications (standard unless otherwise stated).

A single CTI server is supported per single PBX/CTI link.

Please contact your account manager for a large site review if the proposed deployment exceeds but is close to these maximums.

Configuration Type Avaya Communication Manager IP Office

Monitored Points 4000 1000

Queues1

All 500 256

Voice 500 128

Email 500 256

Web Chat Queuing, Web Callback and Fax 100 100

Mailboxes 2500 2500

Voice Ports System Wide 128 98

Aculab Prosody X Ports

Standard Server 30 -2

High Performance Server 30 -2

Auxiliary Server 60 -2

Dialogic Ports

Standard Server 24 24

High Performance Server 36 36

Auxiliary Server 64 64

Avaya Communication Manager Softports

System Wide 128 -

Standard Server 24 -

High Performance Server 36 -

Auxiliary 72 -

IP Office Softports

System Wide - 72

Standard Server - 24

High Performance Server - 36

Auxiliary Server 2 - 72

Users/Agents Desktop/Console/TouchPoint3 800 175

Logged in Agents 800 250

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Configuration Type Avaya Communication Manager IP Office

Microsoft Lync/Skype for Business Users Click-to-Dial 512 175

Displayed on EICC Presence pages 1000 1000

Calls

Total Advertised Queue Calls (all channels)4 1000 256

Total Queued Emails (including nonadvertised emails)5 10,000 10,000

Callbacks 256 256

BHCA6 8000 1500

Notes

1. Agents may not concurrently log in to more than 50 queues.

2. If using an Auxiliary Server all Ports and the SIP Process must be run on the Auxiliary Server.

3. Desktop/Console/TouchPoint: The number of concurrent TouchPoint, Desktop and Console sessions.

4. Advertised Queue Calls: The total number of calls for which information is available through client applications at any one time. This number includes all media types but EXCLUDES emails that are queued but have not been advertised to the system. Settings in Administrator determine how many queued emails will be advertised calls.

5. Total Queued Emails:EICC can queue up to 10,000 emails, but only advertises details for up to 1000 of these to the rest of the system. Emails that are queued but have not been advertised (nonadvertised emails) are included in the queue totals and averages reported in client applications but details of these emails are not available in Desktop.

6. BHCA (Busy Hour Call Attempts): The peak traffic in calls per hour.

Warning:

It is not recommended to mix Dialogic and Aculab ports in the same server.

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Remote PBXs

The following Networking limitations apply:

Extension Status Voice Messaging Functionality

IP Office No 1 No 2

Notes

1. There is no support for the extension status feature for devices (extensions, queues) on remote PBXs.

2. There is no support for voice messaging (for example, forward-no-answer/forward-busy) for calling devices (extensions) on remote PBXs.

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PBX Versions

PBX Versions Supported1,2,3

IP Office 7.0(23), 8.0 (16), 8.14, 9.06, 9.17

Application Enablement Services (AES) 4.2 and higher5

Notes

1. Enghouse Systems will automatically support the latest minor (x.1-9) firmware release in the field on current Enghouse Systems releases.

2. If firmware updates from Avaya cause issues requiring additional Enghouse Systems development, Enghouse Systems will only provide Software Updates on the latest General Release version of EICC, and customers will be required to upgrade to this version (if they are not already on it). This document will then be updated to state the version of EICC supported for this firmware.

3. x.0 releases must always be reviewed and tested by Enghouse Systems before a support statement is made.

4. A dependency was introduced in IP Office version 8.1, whereby the Message Wait indicator will not function correctly unless the IP Office is configured with a Voicemail Type of Voicemail Lite/Pro. For instructions on performing this configuration, see the Technical Information Bulletin Configuring the IP Office for Voicemail Lite/Pro.

5. EICC EICC 2016 supports ACM 6.3 with AES 6.3.

6. EICC 7.0 and above will support IP Office 9.0

7. EICC 8.1 and above will support IP Office 9.1

Avaya Requirements for Connection to the PBX:

Communication Manager

Adjunct Routing

Basic Vectoring

VDN Return Destination (only required if using Survey)

AES Server

Warning:

Sites running AES 6.3.3 MUST ensure SuperPatch 4 is installed along with the AES-13996HF.6.3.3SP3.zip. This hotfix MUST be applied by an Avaya AES engineer. The following steps must be completed in order to resolve the call delivery errors:

Upgrade AES to 6.3.3.

Apply SuperPatch 4.

Install the AES-13996HF.6.3.3SP3.zip.

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Advanced TSAPI License (Small, Medium or Large, depending on the Communication Manager platform - see table below).

Basic TSAPI License for each monitoring extension (agent phone, supervisor phone, announce port, etc)

DMCC License for each announce port

Platform AES version

4.2.x 5.2.x 6.1 6.2

TSAPI Advanced License

S84XX Small Small Small Small

S85XX Medium Medium Medium Medium

S87XX Large Large Large Large

S88XX1 N/A Large Large Large

1. When the S88XX is used as a replacement for the S85XX, the Medium TSAPI Advanced License should be used.

TAPI and Redundancy Support

Important Note:

Due to limitations in the TAPI implementation for the Avaya IP Office, EICC DOES NOT support IP Office Server Edition multi-node failover scenarios.

In the event of a failover from Primary to Secondary IP Office Server Edition, a TAPI application is unable to regain control of the failed-over Agents/Queues/Voiceports; once they are controlled by the Secondary node.

EICC does however support a Redundancy Configuration where both Primary and Secondary EICC instances are pointing to the same IP Office node. In this case, the normal EICC Redundancy operates, whereby the PBX module on the Secondary EICC will connect to the Primary IP Office node if the Primary EICC fails.

EICC Redundancy is best suited to a traditional redundancy setup, and will be unable to work as intended if IP Office multi-node failover is configured.

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Supported Devices

Avaya Communication Manager

Supported Handsets

64xxD TDM phones

46xx and 96xx H.323 IP Phones

Note:

Other TDM phone models may function, but have not been tested, and are not officially supported for use with EICC.

Unsupported Handsets

Analog devices (with the exception of faxes)

SIP phones (Avaya SIP phones may function, but have not been tested, and are not officially supported for use with EICC)

IPOffice

Supported Handsets

64xxD TDM phones

46xx and 96xx H.323 IP Phones

Unsupported Handsets

Avaya Communicator

one-X Communicator

Analog devices (with the exception of faxes)

SIP phones (Avaya SIP phones may function, but have not been tested, and are not officially supported for use with EICC)

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Platform-specific Features

This chapter lists features that vary across the different EICC-supported manufacturer platforms, specifically around voice and device.

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Feature Support

Features Available by PBX

The following are displayed in the table:

The EICC functionality is supported on this PBX model.

The EICC functionality is not supported on this PBX model.

Notes Additional information regarding limitations in functionality or differences in behavior between different PBX types.

Function ACM IPO Notes

Agent Display First Name on Phone (Agent ID)

Alert Activate via Phone (Agent Alert)

Audible Queue Alerts Played via Phone

Auto Answer

Auto Dial

Auto Dial - Answer Machine Detection

Blind Transfer

Call Drag-and-Drop to Presence Button (Console)

Callback

Call delivery over DND, Agent put into a supervisory break if DND button pushed When a user pushes DND on their phone, they are put into a supervisory break, preventing call delivery

Call Forward

Callback Resolution via Phone

Conferencing During Transfer

Conference, Invite to

Console

Default UCD Agent

Digital Phone Functions

Display ISDN/Caller ID

DTMF Keypad

Executive Insight

Executive Mobile ACM and IPO: Reverse Dial (the ability to make a call using the Web Portal) is not supported.

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Fax Messaging IPO: Fax Messaging is not possible using IP Office Soft Ports. Dialogic ports are required to enable Fax Messaging on the IP Office.

Fax Queuing

Function Keys (Proprietary Phone Soft Keys)

Intelligent Mobility: Call Handoff/ Retrieval

Intelligent Mobility: One Mailbox

Intelligent Mobility: Timeout to Mobile

Intrude on a Monitored Call

IVR IPO: The sending of DTMF Tones is supported via IP Office Soft Ports.

IVR - Compliance Message while Connected to an Agent

IVR - Supervised Transfer from IVR

Join Call (using Console)

Line Appearances

Management and Administration Terminal (MAT) Interface

Microsoft Skype for Business Click to Dial

Mode Change via the Phone

Mode Group

Modes IPO: If you delete a mode that has been manually set, the mode remains active until manually reset, or scheduling takes

effect. Modes can be manually set via Console or Desktop.

Modifiers

Modifiers - Display Name on Phone Only with system settings enabled. Limited to 200 agents or below.

Monitor Agent

Monitor Direct and Outbound calls

Multi-lines Supported ACM: Multiple lines display only while calls are current.

Multiple Call Handling (MCH)

Networked Queuing

Operator Display First Name on Phone

Outdial

Phone Keys: Log Another Agent into Queues via the Phone

Phone Keys: Place Another Agent in Worktime via the Phone

Phone Keys: Place Another Agent on a Break via the Phone

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Phone Keys: Request a Call via the Phone

Pick Up Call

Park and Page

Park for

Queue calls delivered when Phone is set to DND

ACM: If EICC is made aware of the DND at the phone via the CTI link, then the agent is placed in a supervisory break. If a DND button is programmed, queue calls are delivered through DND.

IPO: agent is put into a supervisory break and calls are not delivered.

Queue Calls delivered when Phone is set to Forward All

ACM: Call is not delivered, but we detect the forward on the phone and agent is placed into a 'supervisory break'. Forward NoAnswer and Forward Busy also block the delivery of calls. If the customer uses ‘Send all Calls’ then the queue call can be delivered over ‘Send All Calls’.

Queue Calls follow Phone Forwarding Optional configuration allowing queue calls to follow forwarding to Forward All destination.

Queue Calls follow forward no answer

QMS Integration

Query Override Display on Phone

Record and Evaluate - Intrude Extension-side recording

Record and Evaluate - Digital Tap Extension-side Recording

Record and Evaluate - VoIP Extension-side Recording

Record and Evaluate - Trunk-side Recording

Record Conversation to EICC Mailbox IPO: Recording to mailbox is possible using IP Office Soft Ports.

Record Monitored Conversation to EICC Mailbox

Record via Phone

Redirect Call (Ringing or in Conversation) ACM: Cannot redirect a call to an extension that has call forward set.

Send Text Message to a Digital Phone

Send Tones from Desktop ACM: Can send 0-9, * and #. Cannot send commas.

Share Extension (to Display Voice Messages)

Show Queue on Phone Display

Snow Mode

Speech Recognition ACM: Requires ACM Softports.

Supervised Transfer Avaya Agents should not initiate a conference when carrying out a supervised transfer to a queue. They need to wait until the call is delivered to another agent in the Queue before activating the conference.

Survey

Swap Held Call

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System Login

System Queue

Tenant Number

Transfer to Voice Messaging ACM: Cannot redirect a call to an extension that has call forward set.

IP Office: When installing EICC with Avaya VM Pro, assisted transfer is not supported.

Trunk to Mobile Monitoring

Unified Messaging

View Multiple Line Appearances via Presence Buttons

View Line Forwarding Status via Presence

Whisper Coaching

Wrapup (Forced) Display Message via the Phone

Wrapup via the Phone

EICC Voice Messaging

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Features Available by Email Platform

Function Local Exchange

Hosted Exchange

Microsoft Office 365 - Exchange

Microsoft Office 365 - Web Applications

Notes

Unified Messaging

Hosted Exchange and Microsoft Office 365 - Exchange: Customer IT policy must allow NAT port-forwarding to enable Exchange to communicate with the CTI server.

Microsoft Office 365 - Web Applications: Unified Messaging messages are received and any attachments can be played. The following features are not available:

Embedded message player.

Ability to play voice messages via the PBX extension phone.

Reply by phone.

The ability to set a specific profile for each meeting. Calendar integration is otherwise available.

Email Queuing N/A

Hosted Exchange: Customer IT policy must allow Any Sender Access on Hosted

Exchange Configuration to enable archiving. If Any Sender Access is not permitted then it is recommended that the Media Extraction Plug-in be included in the solution.

Microsoft Office 365 - Exchange: Email Queuing is enabled using the Email Plug-in, which is included in the Contact Center Connector.

Archiving is not available on Microsoft Office 365; the Media Extraction Plug-in is recommended as part of the solution for all Microsoft Office 365 deployments.

Microsoft Office 365 has maximum rates for sending and receiving emails, as well as total per day recipient limits: A Local Exchange or Hybrid Office 365 solution is recommended for those sites that are likely to exceed these limits. At the time of publication, the limits are:

Message rate: 30 messages per minute.

Recipient rate: 1500 recipients per day.

Warning:

Check Microsoft's Office 365 documentation under Message and Recipient Limits before proceeding as these limits may change without notice. At the time of publication, the limits can be found here: http://help.outlook.com/en-us/140/dd630704(d=loband).aspx?sl=1.

Executive Insight

Email/Alert Notifications

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Enghouse Systems welcomes user comments and reserves the right to revise this document and/or make updates to product specifications, products, or programs described without notice at any time. Enghouse Systems makes no representations or warranties regarding this document. The names of actual companies and products mentioned

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