Components

Last Updated : Jan 24, 2024 |

Based on your solution requirements, install and commission the following components for Avaya Workspaces for Call Center Elite :

Component

Supported release

Avaya Aura® Call Center Elite

The Compatibility Matrix provides compatibility information for the Avaya products that are supported with the various releases of Avaya Workspaces for Call Center Elite. Access the Compatibility Matrix page at https://secureservices.avaya.com/compatibility-matrix/menus/product.xhtml.

Avaya Aura® Communication Manager

Avaya Aura® Session Manager

Avaya Aura® Application Enablement Services

Avaya Aura® System Manager

Avaya Breeze®

Avaya Control Manager

Avaya Endpoints

Avaya Breeze® platform

The following table describes the required components that you install on your Avaya Workspaces for Call Center Elite clusters. The number of Avaya Breeze® platform nodes and clusters that you must deploy depends on your planned solution capacity:

Component

Role

Avaya Breeze® platform

Provides the platform for deploying the Avaya Breeze® platform components.

Avaya Workspaces for Call Center Elite Cluster 1

Unified Collaboration Administration (UCA)

UCA stores Avaya Control Manager configuration data, and makes this information available to other components and applications as required. The configuration data used by UCA consists primarily of agent data.

Unified Collaboration Model (UCM)

UCM is the central point of normalized resource and work state in an Avaya Workspaces for Call Center Elite solution. Work refers to interactions such as inbound voice calls.

Call Server Connector (CSC)

CSC is the interface between Communication Manager and the Avaya Workspaces for Call Center Elite application tier. It maintains the state of Unified Collaboration Model (UCM) for all agents and stations registered on Communication Manager.

Oceana Monitor

The Oceana Monitor interface provides you with information about the status of the clusters and services in your Avaya Workspaces for Call Center Elite solution. Use the Oceana Monitor to detect warning and error messages.

Avaya Workspaces for Call Center Elite Cluster 2

Unified Agent Controller (UAC)

UAC is a server-side component that manages the connections to the individual Avaya Workspaces clients. UAC can access agent configuration data that is also available to the UCA component.

Authorization Service

The Authorization Service can authenticate REST API clients in an Avaya Workspaces for Call Center Elite solution. The client sends a digitally signed token request to the Authorization Service requesting access to certain resources. If the Authorization Service recognizes a client that has been granted access to a resource, the service returns a signed token to the client.

Oceana Monitor

The Oceana Monitor interface provides you with information about the status of the clusters and services in your Avaya Workspaces for Call Center Elite solution. Use the Oceana Monitor to detect warning and error messages.
For Avaya Workspaces for Call Center Elite solutions that support up to 1000 agents, do not create Avaya Workspaces for Call Center Elite Cluster 2. Install the following SVARs on Avaya Workspaces for Call Center Elite Cluster 1:

  • UCAStoreService

  • UCMService

  • CallServerConnector

  • UnifiedAgentController

  • AuthorizationService

  • OceanaMonitorService

  • MetricbeatService

  • PacketbeatService

For Avaya Workspaces for Call Center Elite solutions that support up to 7500 agents, install the following SVARs on Avaya Workspaces for Call Center Elite Cluster 1:

  • UCAStoreService

  • UCMService

  • CallServerConnector

  • OceanaMonitorService

  • MetricbeatService

  • PacketbeatService

For Avaya Workspaces for Call Center Elite solutions that support up to 7500 agents, install the following SVARs on Avaya Workspaces for Call Center Elite Cluster 2:

  • UnifiedAgentController

  • AuthorizationService

  • OceanaMonitorService

  • MetricbeatService

  • PacketbeatService

WebRTC Connect components

Component

Role

Avaya Aura® Web Gateway

Acts as a WebRTC Signaling Gateway.

Avaya Aura® Device Services

Used for WebRTC Agent registration.

Avaya Aura® Media Server

Used for WebRTC media.

Performs all multimedia processing using software. Media Server works with media gateways to provide a streamlined voice and data network throughout the enterprise.

Optional components

Customer Journey for Avaya Workspaces for Call Center Elite is an optional add-on that requires custom integration. If you deploy Customer Journey, you can view a visual representation of a customer’s interaction on Avaya Workspaces. Every point in the customer’s journey is visualized by an interaction. For more information about deploying Customer Journey with your Avaya Workspaces for Call Center Elite solution, see Customer Journey for Workspaces on Elite White Paper, available from the Avaya Support website at http://support.avaya.com.

Avaya Workspaces supports integration with Avaya Workforce Engagement Select 5.2.1.2 and 5.2.2. Using Avaya Workforce Engagement Select, you can record incoming and outgoing calls. If you configure Avaya Workforce Engagement Select widgets using Avaya Workspaces, agents and supervisors can view the recording status of calls, pause, and cancel call recordings using these widgets in Avaya Workspaces. For more information about deploying Avaya Workforce Engagement Select with your Avaya Workspaces for Call Center Elite solution, refer to Avaya Workforce Engagement Select documentation, available from the Avaya Support website at http://support.avaya.com.