Routing Core Server

Provides ACD functionality.

Configuration Server

Manages the contact center system, security, and maintenance configuration and operation.

Call Management System

Provides real-time and historical reports on contact center entities, such as agents and skills. It also provides an administrative interface for supervisors to manage the agent skills.

DMCC Recorder

Records calls using Device, Media, and Call Control (DMCC) APIs.

Workforce Optimization

Enhances contact center productivity through agent scheduling and quality management.

External Application Enablement Services

Provides CTI via TSAPI/JTAPI, DMCC, CVLAN, and DLG. Avaya Contact Center – Extended Capacity supports external AE Services for migration from Avaya Aura® Call Center Elite. The contact center also supports internal AE Services within the Routing Core Server.

CTI applications

Monitor and control endpoints, agents, and calls through Application Enablement Services.

Avaya Experience Portal

Manages all voice self-service and Integrated Voice Response (IVR) applications.

Session Border Controller

Provides network security and interoperability between networks.

Enterprise SIP servers

Manage other Unified Communications (UC) and Call Center (CC) systems with SIP interfaces, such as Avaya Aura®.