Telecomunicaciones

Date: 28 February 2014

Offer Definition

Avaya IP Office Contact Center

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All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Avaya Enterprise business, which was acquired as of December 18, 2009.

02/10

Avaya Inc. – Proprietary.

Use pursuant to the terms of your signed agreement or Avaya policy.

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Offer Definition

IP Office Contact Center Offer Definition

Product

IP Office Contact Center

GA Date

February 28, 2014

Rev #

Rev Date

1.0 2,0

12/02/2013 2/28/2014

Avaya Source Prime

Channel Partner Target Audience

Jay Steinmetz

Product Management, Order Management, Training, Lab Engineers, Sales Engineers

Approved by: Tony Pereira

Director Product Management Mid Market IPO & CC

CHANGE CONTROL RECORD

Date (mm/dd/yy)

Issue/Version #

Prime

Summary of Changes

12/02/13

.01

Jay Steinmetz

Initial draft

12/09/13

.02

Jay Steinmetz

Updated content

12/16/13

.03

Jay Steinmetz

Updated and formatted

01/01/14

.04

Jay Steinmetz

Final Review

01/24/14

.05

Jay Steinmetz

Final Amendments

02/28/14

.06

Jay Steinmetz

Adjusted IPOCC server specs/GA

Avaya Inc. – Proprietary.

Use pursuant to the terms of your signed agreement or Avaya policy.

ii

Table of Contents .......................................................................................................................................................... iii

1

2

3

4 4.1

5 5.1 5.2 5.3

6 6.1 6.2

7 7.1 7.2 7.3 7.4

8 8.1 8.2

9 9.1 9.2 9.3

9.4

10 10.1

11 11.1 11.2 11.3 11.4

12 12.1 12.2

13

About this Document ............................................................................................................................................ 1

About IP Office Contact Center ............................................................................................................................ 1

Contact Center Market Segmentation ..................................................................................................................... 2

Commercial Offer Definition ................................................................................................................................. 2 IP OFFICE CONTACT CENTER VALUE STATEMENTS ......................................................................................... 2

Product Rules ........................................................................................................................................................ 3 MATERIALS....................................................................................................................................................... 3 PREREQUISITES................................................................................................................................................. 3 COMPATIBILITY FACTORS ................................................................................................................................. 3

Product Interdependency Requirements................................................................................................................. 3 UPGRADES........................................................................................................................................................ 4 MIGRATIONS .................................................................................................................................................... 4

Product Specifications............................................................................................................................................ 4 COMPATIBILITY MATRIX................................................................................................................................... 4 INTEROPERABILITY MATRIX ............................................................................................................................. 5 PRODUCT CAPACITY ......................................................................................................................................... 5 PRODUCT DOCUMENTATION............................................................................................................................ 5

Operating Environment Requirements................................................................................................................... 6 OPERATING SYSTEM COMPATIBILITY REQUIREMENTS...................................................................................... 6 COMPUTING AND SERVER REQUIREMENTS....................................................................................................... 6

Product Order Codes, Pricing, and Licensing ......................................................................................................... 7 PRICING TOOLS AND REFERENCES ................................................................................................................... 7 ORDERING PROCEDURES.................................................................................................................................. 7 STANDARD ORDERING PROCEDURES ............................................................................................................... 7

9.3.1 What Is Supported............................................................................................................................... 7 9.3.2 What Is Not Supported......................................................................................................................... 7 PLDS/KRS LICENSES ...................................................................................................................................... 8

Order Configurations and Rules........................................................................................................................ 8

CONFIGURATIONS ............................................................................................................................................ 8 10.1.1Configuration Rules.............................................................................................................................. 8 10.1.2 Requirements for Ordering ...................................................................................................................... 8 10.1.3 Configuration Tools .............................................................................................................................. 9

Services and Support......................................................................................................................................... 9 MAINTENANCE SERVICE OFFER ....................................................................................................................... 9 SERVICES CONFIGURATION AND ORDERING .................................................................................................... 9 QUALITY FRAMEWORK ................................................................................................................................... 10 PCN/PSN STRATEGY..................................................................................................................................... 10

Product Authorization .................................................................................................................................... 12 CREDENTIAL STRATEGY ................................................................................................................................. 12 CREDENTIAL REQUIREMENTS ........................................................................................................................ 12

APPENDIX: Product Reference Information................................................................................................. 13

IP Office Contact Center Offer Definition

Table of Contents

Avaya Inc. – Proprietary.

Use pursuant to the terms of your signed agreement or Avaya policy.

iii

This is a comprehensive pre-GA document for IP Office Contact Center that provides information for Channel Partners, Distributors, Product Management, Marketing, Sales Engineering,

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