Security Overview

Last Updated : Dec 05, 2022 |

For Avaya Contact Center – Extended Capacity, the implementation personnel is responsible for setting the security configuration on the contact center network and for configuring the security features.

The solution provides the following security features:

  • AE Services security: To manage user access. For more information about AE Services security features, see the security section in Administering Application Enablement Services for Avaya Contact Center – Extended Capacity.

  • Data privacy and protection: To store the caller data using security encryption and hashing mechanisms.

  • Permission sets: To secure access to certain contact center features, such as Service Observing and Direct Agent Calling. The system administrator can also lock agent endpoints when no one uses the endpoint by assigning a permission set that restricts outbound calls.

  • Recorded announcements: To indicate that Avaya Contact Center – Extended Capacity is monitoring and recording the call.

  • Remote Service Observing: To prevent unauthorized users from observing calls from remote devices.

  • Security certificates: To establish a secure Transport Layer Security (TLS) connection between contact center components and authenticate the client and server.