Avaya Proactive Contact Overview and

Specification

Release 5.2
Issue 1.1
January 2019
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 Contents

Chapter 1: Introduction............................................................................................................ 8
Purpose.................................................................................................................................. 8
Chapter 2: Avaya Proactive Contact overview....................................................................... 9
Avaya Proactive Contact overview............................................................................................ 9
New in Avaya Proactive Contact Release 5.2........................................................................... 11
Supported languages............................................................................................................. 12
Avaya Proactive Contact Features.......................................................................................... 13
Batch Campaign Update enhancement............................................................................. 13
Configurable password lockout attempts........................................................................... 13
de_reject process enhancement....................................................................................... 13
Display of a warning on the Agent Monitor if agent transfers are unsuccessful...................... 13
Increase in the number of time zones supported to 150...................................................... 14
Java, WebLM, and Tomcat upgrades................................................................................ 14
Log customization........................................................................................................... 14
Manual Dialing................................................................................................................ 14
Maximum password length aligned across client applications.............................................. 14
OFCOM-72 hour rule compliance enhancement................................................................ 15
Reduction in the value of the VIRT_PORT_TIMEOUT parameter to 10 minutes................... 15
Support for acceptance of double-digit reason codes in the soft dialer mode........................ 15
Support for Avayatized Red Hat Enterprise Linux 6.9 version.............................................. 15
Support for Common Server 3 for fresh installations........................................................... 16
Support for an external syslog server for logging................................................................ 16
Support for configuring Answer Supervision by job............................................................. 16
Support for displaying notification messages to ACD agents when an outbound job ends...... 16
Support for identifying the time zone based on the zip code................................................ 16
Support for Music on Hold................................................................................................ 17
Support for passing called party number for opt out calls to VDN......................................... 17
Support for shadow jobs in the preview mode.................................................................... 17
Support for strong ciphers................................................................................................ 17
Support for virtualized servers as a deployment platform.................................................... 17
Updates to the browsers supported for Internet Monitor...................................................... 17
Microsoft Windows versions supported............................................................................. 18
Multitenancy................................................................................................................... 18
Increased dialer support in a pod...................................................................................... 18
Backup logs.................................................................................................................... 18
Enhanced ID field for calling list names............................................................................. 18
Enhanced IQ Reporting................................................................................................... 19
Out of time zone phone support........................................................................................ 19
Automated Release Agent to Ready feature for Voicemail.................................................. 19
Enhanced Access Security Gateway................................................................................. 20

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Contents

Oracle 11g...................................................................................................................... 20
Simplified Supervisor installation...................................................................................... 20
USB support................................................................................................................... 20
Implementation of FCC 12-21 regulation........................................................................... 21
Feature description................................................................................................................ 21
Configured features list.......................................................................................................... 23
Chapter 3: Interoperability..................................................................................................... 28
Interoperability...................................................................................................................... 28
Product compatibility........................................................................................................ 28
Hardware requirements................................................................................................... 28
Operating system compatibility......................................................................................... 32
Browser compatibility....................................................................................................... 35
Databases versions supported in Proactive Contact........................................................... 36
Database client connector for Proactive Contact................................................................ 36
VMWare versions supported in Proactive Contact.............................................................. 36
Supported versions of Tomcat, Java, and WebLM.............................................................. 37
Chapter 4: Performance specifications................................................................................ 38
Capacity and scalability specification...................................................................................... 38
Avaya Proactive Contact Traffic specification........................................................................... 45
Difference between boundary conditions and steady-state behavior.................................... 46
Redundancy and high availability............................................................................................ 47
Chapter 5: Environmental requirements.............................................................................. 48
Environmental checklist......................................................................................................... 48
Avaya PG230RM cabinet specifications.................................................................................. 48
Avaya PG230RM system cabinet environmental specifications................................................. 49
Safety specifications.............................................................................................................. 50
Safety and regulatory information..................................................................................... 50
Federal Communications Commission regulations............................................................. 51
Office of Communication (OFCOM).................................................................................. 53
Answer supervision......................................................................................................... 53
Industry Canada regulations............................................................................................. 54
European Union regulations............................................................................................. 55
China Regulations........................................................................................................... 55
Safety instructions........................................................................................................... 56
Contacting support.......................................................................................................... 59
Chapter 6: Security................................................................................................................. 60
Port utilization....................................................................................................................... 60
Security specification............................................................................................................. 60
Chapter 7: Licensing requirements....................................................................................... 62
Licensing requirements.......................................................................................................... 62
Chapter 8: Resources............................................................................................................. 63
Documentation...................................................................................................................... 63

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 Contents

Finding documents on the Avaya Support website............................................................. 63

Training................................................................................................................................ 64
Viewing Avaya Mentor videos................................................................................................. 64
Support................................................................................................................................ 65
Glossary................................................................................................................................... 66

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Chapter 1: Introduction

Purpose
This document describes tested Avaya Proactive Contact characteristics and capabilities,
including feature descriptions, interoperability, performance specifications, security and licensing
requirements.
This document is intended for people who want to gain a high-level understanding of the Avaya
Proactive Contact features, functions, capacities, and limitations.

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Chapter 2: Avaya Proactive Contact
overview

Avaya Proactive Contact overview

Avaya Proactive Contact is a flexible product for real-time outbound and blended customer
contact. Avaya Proactive Contact leads the Contact Center industry in Predictive Dialing
algorithms and best-in-class call classification. Avaya Proactive Contact helps your contact center
stay productive and the cost for each call stays at the lowest possible levels.
Avaya Proactive Contact integrates with a variety of Automatic Call Distribution systems to blend
agents between outbound and inbound missions to meet the needs of your company and lines of
business.
You can manage call pacing based on flexible real-time control or you can set call pacing in cruise
control mode. Managing call pacing increases agent productivity and results in a higher Return on
Investment (ROI).
The following features make the product flexible:
• Adding call recording solutions, such as Verint Contact Store and NICE Call Recorders.
• Customizing the agent desktop solutions, from built-in screen and key changes to creating
your own desktop client with real-time updates to other business systems.
• Managing flexible line capacity through control of multiple systems with one interface.
• Sharing calling lists across systems with the capability to share up to ten systems and 4300
plus active agents access to the same customer data.
• Integrating with the best time to call applications.
• Delivering virtual notification campaigns, using which customers can immediately opt out of
speaking with an agent.
• Delivering customer-specific automated messages based on account details.
• Integrating with Avaya Aura® Experience Portal to provide automated notification customized
for each individual customer.
Assigning agents to specific campaigns so that the agents never log into the wrong job.
• Creating a multitenant environment where multiple business units share the same system
without affecting the calling mission of another business unit.

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Avaya Proactive Contact overview

• Assigning customers to specific agents with agent work skills. For instance, agents can be
assigned any combination of client spoken language, for example, Spanish, French, English,
Portuguese.
• Having infinite campaigns and adding new customer contact information without interrupting
the job flow.
• Modifying the calling focus with real-time record selections.
• Specifying the outbound caller ID for each job or each record based on customer criteria, for
example, Gold status, Silver Status, and standard status.
• Having flexible built-in reporting and blended reporting with Avaya Aura ® Performance
Center or creating custom reporting with a flexible suite of real-time and historical reporting
from the built-in Oracle database or data event stream.
• Having the preview or managed dialing feature for high touch accounts.
• Providing support to SIPREC media duplication for the recording system by passing the
CALLID as an identifier for every outbound call to PG230 and then passed to Avaya Aura®
Communication Manager by PG230 for further processing.
Avaya Proactive Contact is available in the following versions:
• The high capacity hard dialer for enterprise level environments, that is, a rack-mounted
product with its own switching equipment.
• The soft dialer or Computer Telephony Integration (CTI) version for small to medium business
environments that leverages the hardware of Avaya Aura® Communication Manager.
• The virtualized option of using Avaya-provided Appliance Virtualization Platform (AVP) on
Common Server 3 (CSR3).
• The virtualized option using customer-provided VMware.
Note:
An Appliance Virtualization Platform host and all virtual machines running on the host
must be on the same subnet mask. However, PG230 must be on a different subnet.
If Out of Band Management is configured in an Appliance Virtualization Platform
deployment, you need three subnet masks, one for each of the following:
- Public or signaling traffic, AVP, and all virtual machines public traffic
- Traffic towards PG230
- Management, Appliance Virtualization Platform, and all virtual machine management
ports
With the wide range of features and technology that Avaya Proactive Contact offers, your business
can gain a further competitive edge.

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 New in Avaya Proactive Contact Release 5.2

New in Avaya Proactive Contact Release 5.2

Support for Avayatized Red Hat Enterprise Linux 6.9 version
Avaya Proactive Contact Release 5.2 supports version 6.9 of Avayatized Red Hat Enterprise Linux
(RHEL).
Supports Transport Layer Security 1.2 including High Ciphers
Avaya Proactive Contact Release 5.2 supports Transport Layer Security (TLS) 1.2 for connections
between the dialer server and the clients including high ciphers. Dialer is configured, by default, to
support TLS 1.2. Customers have an option to configure security setting of their choice.
To support TLS 1.2, following components are modified:
• Agent binary
• Listserver
• PC Agent
• Agent API
• Event SDK
• Internet Monitor
• WebLM
• Supervisor
TLS 1.2 and SHA-2 certificates are now supported between the dialer server and the Avaya
Application Enablement Server (AES).
Supports SIP Recording
Avaya Proactive Contact Release 5.2 introduces a unique call-id on the ISDN and H.323 trunks
when using the PG230 trunks. The function of such an ID is to enable SIP Recording (SIPREC)
recording solutions in cases where PG230 trunks are converted to SIP. The ID provided within the
trunks can be correlated with the ID provided by the Event SDK to identify individual calls on the
SIP trunks.
Support for custom certificate
Avaya Proactive Contact Release 5.2, introduces deployment of the custom certificate into
Proactive Contact system including Dialer, Supervisor, Agent, and Event SDK. Customers can
create and install their own certificates into PC system and the certificate may be signed by any
third party Certificate authority (CA).
Java, WebLM, and Tomcat upgrades
Avaya Proactive Contact Release 5.2 upgrades the Java platform on the dialer and supports the
following versions of Java, WebLM, and Tomcat:
• Azul JDK version 1.8 and JacORB version 3.2
• WebLM version 7.1.0
• Tomcat version 9.0
Secure System Access
The Access Security Gateway, effective from Avaya Proactive Contact Release 5.1, is a system
access challenge and response feature. It is a multi-user, one-time token system that is able to

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Avaya Proactive Contact overview

securely generate responses for the challenges posed by administrative and support access from
remote systems. The Enhanced Access Security Gateway has been integrated with Avaya
Proactive Contact Release 5.2 to further improve remote access security.
The Enhanced Access Security Gateway (EASG) has been integrated into the Avaya Proactive
Contact system. EASG provides secure authentication and auditing of all remote access into the
maintenance ports.
Area codes with Time Zone Mapping (U.S and Canada)
Avaya Proactive Contact Release 5.2 includes updated area code mapping tables for the United
States and Canada. The area code and time zone information is stored in locale.cfg,
timezone.cfg, and sttday.cfg files located at /opt/avaya/pds/config directory.
Migration from Avaya Proactive Contact Release 5.1.x to Avaya Proactive Contact Release 5.2
creates a backup of the original Avaya Proactive Contact Release 5.2 locale.cfg,
timezone.cfg, and sttday.cfg files in /opt/avaya/pds/pc52_orig/pds/config
backup directory for migration. Customer's custom files are restored to the /opt/avaya/pds/
config directory.
To use the latest area codes from Avaya Proactive Contact Release 5.2, refer to the files in /opt/
avaya/pds/pc52_orig directory. Customers must manually update their customized
locale.cfg file with the new area codes.
If customer does not have any customization and require to use updated area code information,
then the locale.cfg, timezone.cfg, and sttday.cfg files can be copied from the backup
directory to the active directory.
For detailed instructions for migration, see Migrating to Proactive Contact, 5.2, - Release Notes.

Supported languages
The Proactive Contact user interface, the Agent, and the Supervisor documents are available in
the following languages:
• English
• French
• German
• Italian
• Japanese
• Simplified Chinese
• Korean
• Portuguese for Brazil
• Russian
• Latin Spanish

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 Avaya Proactive Contact Features

Note:
For the Supervisor to work in Latin Spanish, the users must set Windows OS Locale to
Spanish (Spanish).

Avaya Proactive Contact Features

Batch Campaign Update enhancement

Avaya Proactive Contact enhances the Batch Campaign Update (BCU) feature to update all
matching records, and not just the first or the last. You can configure a parameter in the
master.cfg file to control the functioning of the BCU feature and ensure backward compatibility.

Configurable password lockout attempts

In Avaya Proactive Contact Release 5.1.2, you can configure the LDAP password lockout policy.
The dialer administrator specifies the number of attempts that can be made for entering a
password before the password gets locked at the sysadm prompt. If the administrator enters zero,
then the lockout policy is disabled.

de_reject process enhancement

Avaya Proactive Contact enhances the de_reject process with the ability to mark cancelled
records as duplicate. This ensures that records that are already cancelled are not called even if
you download the cancelled records subsequently.
You can choose between the old or the new functioning of the de_reject process.

Display of a warning on the Agent Monitor if agent transfers are

unsuccessful
Avaya Proactive Contact enhances the Agent Monitor to display a warning if agent transfers
between jobs are unsuccessful. The system displays a message that some agent transfers are
unsuccessful, along with a list of agents who did not get transferred.

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Avaya Proactive Contact overview

Increase in the number of time zones supported to 150

In Avaya Proactive Contact Release 5.1.2, the number of time zones supported has been
increased from 62 to 150.

Java, WebLM, and Tomcat upgrades

Avaya Proactive Contact upgrades the Java platform on the dialer and supports the following
versions of Java, WebLM, and Tomcat:
• Java version 7.0.91
• WebLM version 6.3
• Tomcat version 7.0.55

Log customization
Prior to Proactive Contact Release 5.1.2, users collected logs using the get_logs tool. However,
the get_logs tool collected all the logs and users could not select specific logs. In Proactive
Contact Release 5.1.2, users can capture specific logs or system details using the following
scripts:
• collect_logs
• get_info
• config_debug
For more information about how to customize logs, see Implementing Avaya Proactive Contact.

Manual Dialing
Proactive Contact introduces a new dialing mode called the Manual Dialing mode that is available
only with Preview jobs. In the Manual Dialing mode, the dialer presents the call record to the
agents for previewing and does not automatically dial the number. The agent must click a button to
dial or cancel the call. Using Manual Dialing, an agent can dial a number through Proactive
Contact or a third-party application.

Maximum password length aligned across client applications

Avaya Proactive Contact aligns the maximum password length across client applications. The
maximum password length for the client applications is 20 characters.

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 Avaya Proactive Contact Features

OFCOM-72 hour rule compliance enhancement

Proactive Contact supported compliance to OFCOM 72-hour regulation for a customer in older
releases. In Release 5.1.2, Proactive Contact supports compliance to OFCOM 72-hour regulation
for a phone number also.
The OFCOM 72-hour regulation specifies that you must have a 72-hour period before a telephone
number receiving an abandoned call might be called again without the guaranteed presence of an
agent. There must be a live operator if you are making a repeat call to a number to which a
nuisance call was made. Proactive Contact supported the OFCOM 72-hour regulation on a per-
record basis. From Proactive Contact 5.1.2, Proactive Contact also supports the OFCOM 72-hour
regulation on a phone number basis.
To comply with the OFCOM 72-hour regulation, Proactive Contact adds a new parameter,
OFCOM72 in the master.cfg file. You can set the OFCOM72 parameter for a job, a tenant, or a
dialer. If you set this parameter, without the guaranteed presence of a live operator, no repeat call
is made to a number that received a nuisance call in the prior 72 hours.

Reduction in the value of the VIRT_PORT_TIMEOUT parameter to

10 minutes
In Avaya Proactive Contact Release 5.1.2, the value of the VIRT_PORT_TIMEOUT parameter
that is present in the master.cfg file is reduced to 10 minutes. 10 minutes is the recommended
value for the following reasons:
• Virtual ports can time out and get freed up so that the dialer does not run out of virtual ports.
• The dialer can initiate dial backs and acquire calls, and agents can log on to the dialer.

Support for acceptance of double-digit reason codes in the soft

dialer mode
In Avaya Proactive Contact Release 5.1.2, the dialer accepts double-digit reason codes from
Communication Manager in the soft dialer mode. The new supported reason code range is 1–99.
For backward compatibility, single-digit reason codes are also supported.

Support for Avayatized Red Hat Enterprise Linux 6.9 version

Avaya Proactive Contact supports version 6.9 of Avayatized Red Hat Enterprise Linux (RHEL).

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Avaya Proactive Contact overview

Support for Common Server 3 for fresh installations

With HP DL 360 G8 servers going end of sale, Common Server 3 (CSR3), that is, HP DL 360 G9,
is the new supported platform for deploying Avaya Proactive Contact. The deployment of
Proactive Contact on CSR3 is done only through either customer procured VMWare or through
Avaya Virtualized Platform.
You can deploy Avaya Proactive Contact 5.1.2 OVA on VMWare ESXi Version 5.0, 5.1, 5.5, or 6.0.
Older releases of Proactive Contact are not supported on CSR3. However, you can migrate from
any of the current supported hardware running any version of Proactive Contact to CSR3 running
Proactive Contact 5.1.2. You can either upgrade on the existing Proactive Contact 5.1.1 server or
install PC 5.1.1 using CSR3 and virtualized platform, and then upgrade to PC 5.1.2.

Support for an external syslog server for logging

Avaya Proactive Contact supports storing of logs on an external syslog server. Users can
configure the logs that need to be stored.

Support for configuring Answer Supervision by job

In Avaya Proactive Contact, you can configure Answer Supervision by job using the Editor
application. You can also configure Answer Supervision feature at the campaign level using the
job configuration files.

Support for displaying notification messages to ACD agents when

an outbound job ends
If an ACD agent is released to an inbound job, and the outbound job to which the agent is logged
in ends, Avaya Proactive Contact displays the following job end notification to the agent:
The job was shut down.

Support for identifying the time zone based on the zip code
Avaya Proactive Contact supports determining the time zone of a telephone number on the basis
of zip code. You can configure the ZIP_TO_ZONE parameter in the master.cfg file.

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 Avaya Proactive Contact Features

Support for Music on Hold

In Avaya Proactive Contact, supervisors can configure a script for Music on Hold. Then the dialer
plays music when an agent puts a customer on hold. Otherwise the customer hears silence.

Support for passing called party number for opt out calls to VDN
Avaya Proactive Contact enhances the Opt-out to VDN feature so that the TRANSID feature
works with a virtual job to allow one of the calling lists field data to be transferred as ANI to the
agent.

Support for shadow jobs in the preview mode

In Avaya Proactive Contact, you can configure shadow jobs in the preview mode. If supervisors
configure the shadow job feature in the preview mode, then an agent can view the record in the
preview mode before dialing out to a customer.

Support for strong ciphers

In Avaya Proactive Contact Release 5.1.2, you can configure the system to use only strong
ciphers with >=128 bits key size. Using strong ciphers enhances the security of your system.

Support for virtualized servers as a deployment platform

In addition to the current supported hardware, you can deploy Proactive Contact Dialer on
virtualized servers. For more information , see Implementing Avaya Proactive Contact.

Updates to the browsers supported for Internet Monitor

Avaya Proactive Contact supports Internet Monitor (IMON) on the following browsers:
• Microsoft Internet Explorer 10 and 11
• Mozilla Firefox 38 and 39

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Avaya Proactive Contact overview

Microsoft Windows versions supported

Avaya Proactive Contact Release 5.1.2 applications (PC Agent, Supervisor suite, APIs (Agent
API), and Event SDK) support Microsoft Windows Vista Enterprise Edition, Microsoft Windows 7,
8.1, and 10, and Microsoft Windows Server 2008.
Avaya Proactive Contact Release 5.1.2 does not support Microsoft Windows XP.

Multitenancy
Multitenancy is an optional feature in Avaya Proactive Contact. Multitenancy creates separate
instances of configuration so that multiple individual business units can use the same Avaya
Proactive Contact system but not have access to configurations of other business units. Using
Multitenancy, you can create various tenants on the Dialer. Within these tenants, you can
administer and use the functionalities of the dialer so that each tenant performs actions on the
dialer without hampering the work of other tenants working on the dialer. Therefore, each tenant
can work as an individual dialer while residing on the same setup. You can allocate campaigns,
agents, calling lists, schedules, agent keys, and other components to the tenants.
You can continue to use Avaya Proactive Contact as the default resource group, without
Multitenancy. The other new features in this release such as, Increased Dialer Support and Out of
Time Zone Cellphone Support, are available in both tenantised and non-tenantised environments.
For more information on Multitenancy, see Administering Avaya Proactive Contact 5.1.

Increased dialer support in a pod

In Avaya Proactive Contact 5.1, the number of dialers that you can include in a pod setup has
been increased from four to ten.
The pod capacity for Avaya Proactive Contact with CTI is four dialers.

Backup logs
In Avaya Proactive Contact 5.1, backup and restore activities that you perform on the dialer are
logged in a separate log file which is at /opt/avaya/logs/archive_mgr.log. The log file
contains the actions and user inputs during the backup and restore activities.

Enhanced ID field for calling list names

In the current release, you can provide meaningful names to calling lists, for example, to indicate
the reason for creating the calling list.

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 Avaya Proactive Contact Features

In releases prior to Avaya Proactive Contact 5.1, the calling list name only indicated the nature of
the calling list, such as inbound or outbound, and the pre-assigned number. You can use
customized calling list names in strategy, call selections, and jobs. You can also create, download,
upload, and install a campaign template for a calling list with a customized name. All the reports
display customized calling list names.
The calling list name must be unique at the tenant level. You can use the same calling list name
for multiple tenants, but within a tenant, you cannot have more than one list with the same name.

Enhanced IQ Reporting
Avaya Proactive Contact 5.1 integrates with Avaya IQ to support call transfers and conference. A
pod environment also supports Enhanced IQ Reporting.

Out of time zone phone support

In some countries, telemarketers are restricted from calling outside the calling hours of the called
party whatever the local time zone might be. In previous releases, when a person kept the original
mobile phone number after moving to a different time zone, the Avaya Proactive Contact dialer
placed a call to the mobile phones outside of the regulatory time zone hours. In this release, you
can support calls to mobile phones with an additional time zone identifier assigned.

Automated Release Agent to Ready feature for Voicemail

In the United Kingdom, Avaya Proactive Contact must connect the called party with an agent
within two seconds. Therefore, the customers are unable to use the Answering Machine Detection
(AMD) feature of Avaya Proactive Contact to eliminate agent intervention for a call. The customers
typically turn off AMD and answer all calls with a live agent. The live agent passes the call to the
correct message, selects the completion code for this result, and then goes back to the ready
state. However, this procedure impacts agent productivity significantly.
With the Automated Agent Release to Ready feature, Avaya Proactive Contact connects all calls
to a live agent and the system continues to detect answering machines. If the system detects an
answering machine, the administrator can configure the Avaya Proactive Contact system to
perform one of the following actions:
• End the call without playing a message and place the agent in the ready mode.
• Play a message on the answering machine but also place the agent in the ready mode.
• Leave the answering machine with an agent.

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Avaya Proactive Contact overview

Enhanced Access Security Gateway

Enhanced Access Security Gateway (EASG) is a challenge and response protocol that eliminates
the need for a shared password. EASG is supported by Avaya Services. The accounts that require
EASG authentication are the admin, craft and sroot accounts. Currently, Proactive Contact
provides sroot and admin accounts that are shared among Avaya Services, business partners,
and customers. Avaya Services periodically updates the passwords through a manual process
several times a year. Change of passwords is done by a personal visit to the customer site which
incurs significant costs. All the shared accounts do not provide the Services team the ability to
determine who made changes on the system. The shared accounts also prevent Avaya Services
from using other authentication technologies for Services access. To overcome the problems of
sharing passwords, you must implement EASG on Proactive Contact.
The following are the key points for EASG implementation:
• A single EASG RPM deploys all required files, such as scripts and product certificates, to
setup EASG.
• A single product certificate for Proactive Contact 5.2 is installed through EASG RPM
installation.
• Proactive Contact 5.2 uses the single EASG certificate for all customers which is deployed
during installation.
• The product certificate is always located at - /etc/asg/Product.p7b.
• EASG utilities have manual (man) pages that describe the EASG commands or utilities.

Oracle 11g
The Oracle version on the dialer is 11.2.0.4. The Oracle version on the Supervisor application is
11.2.0.4.

Simplified Supervisor installation

Using Avaya Proactive Contact 5.1 Supervisor, you can skip the installation of third-party
components, such as Oracle Instant Client, Microsoft .NET Framework, or SAP Crystal Reports
Runtime Engine. For example, if your system already has a version of Oracle Instant Client, then
you can skip the installation of Oracle Instant Client in Supervisor setup. To skip installing specific
third-party components, you must skip installing specific Avaya Proactive Contact components.

USB support
In addition to the earlier supported media types, in Avaya Proactive Contact 5.1 you can also use
USB (Flash Memory Drive) to install dialers, perform backups, and restore. USB devices do not
support Mondo backup.

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 Feature description

Implementation of FCC 12-21 regulation

In the earlier release of Avaya Proactive Contact, in case of a live call, you can use the Do Not
Call (DNC) feature to allow agents to mark the called party record as DNC and mark all the
matching records with the same unique called party identifier in other selected calling lists as
DNC.
In view of the FCC 12-21 regulation, in case of virtual job, a pre-recorded message plays to the
called party that provides the DNC opt-out option for automatic indication to mark the record as
DNC.
In case of an outbound live call on Avaya Proactive Contact, if a welcome message is played to
the called party before connecting to the agent, the system provides the DNC opt-out option to the
called party throughout the duration of the welcome and wait queue messages. After the welcome
message, the call must connect to a live agent within two seconds, otherwise the system marks
the call as an FCC nuisance call. Also, a report has been added to the Analyst module that
provides the details of FCC nuisance calls for a 30-day period.

Feature description
The following table describes the standard features of Avaya Proactive Contact:
Feature Description
Detect the beep You can use the Detect the Beep feature to leave a message after
detecting the last beep on an answering machine.
Detect the beep is not available in Avaya Proactive Contact with CTI.
Expert Calling Ratio You can use the Expert Calling Ratio feature to provide the supervisors
the ability to control the dialing pace of a Job.
Cruise Control You can use the Cruise Control feature to automatically maintain the
service level of outbound dialing during a Job. The Cruise Control
feature also connects the calls to agents within a specified period of
time. The system manages the call pacing during the Job based on the
service level configured at the start of the Job.
Agent Blending You can use the Agent Blending feature to integrate outbound calling
activities on Proactive Contact with inbound calling activities on your
Automatic Call Distribution (ACD). In an Agent Blending system, ACD
agents log in to both Proactive Contact and the ACD.
The Agent Blending feature monitors the activity on the ACD. Agent
Blending uses the information gathered to determine when to acquire
agents for outbound calling and when to release ACD agents to handle
inbound calls.
Table continues…

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Avaya Proactive Contact overview

Feature Description
Intelligent Call Blending You can use the Intelligent Call Blending (ICB) feature that Avaya
Proactive Contact uses as a call blending method for call centers
whose priority is outbound dialing. ICB distributes a blend of inbound
and outbound calls to Proactive Contact agents. The ACD transfers
inbound calls to available inbound or blend agents on Avaya Proactive
Contact. When an agent is unavailable, Avaya Proactive Contact
places calls in the inbound wait queue. If your system does not use an
ACD, Avaya Proactive Contact transfers inbound calls to available
inbound or blend agents.

Note:

Intelligent Call Blending feature is not available on CTI.

Job Linking You can use the Job Linking feature to identify Jobs that start
automatically when the current Job is complete. When you link a Job,
the system transfers agents to the next Job as the agents complete
their last calls and release the records. The system displays a
message that the agents are changing Jobs.
Letter Generation You can use the Letter Generation feature to help supervisors create a
list of customer data, such as names, addresses, and other record
information, to develop customized form letters from their calling lists.
Letter Generation extracts the information that the system exports
locally. Supervisors can then create a mail merge letter using the
extracted information.
Line Pool You can use the Line Pool feature to allow multiple Jobs to share
common line pools. Using Line pooling, Avaya Proactive Contact can
distribute lines to active Jobs.
List Distribution You can use the List Distribution feature to analyze the records in an
outbound calling list and create reports that count the records in the
specified categories or distributions. With List Distribution, you can do
Job planning and analysis.
Managed Dialing You can use the Managed Dialing feature to facilitate agents to preview
a customer record before calling that customer.
PC Analysis You can use the PC Analysis feature to generate reports from Jobs,
agents, calling list information, and calling activity.
Record Edit You can use the Record Edit feature to facilitate a supervisor to view,
edit, or mark a record uncallable or deleted on a calling list. The
supervisor can specify data to locate the customer record and display
the data on the Supervisor workstation where the supervisor can view,
edit, or mark a record uncallable or deleted.
Record edit has two options: Standard Record Edit and Quick Search.
By default, both the options are configured on the system unless
otherwise requested.
Table continues…

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 Configured features list

Feature Description
Standard Record Edit You can use the Standard Record Edit feature to search through a
calling list based on the values entered in the fields.
Standard Record Edit is slower than Quick Search, but Standard
Record Edit accepts field values that contain special characters, such
as hyphens (-) and wildcard characters (*). With Standard Record Edit,
you can also perform searches on multiple fields.
Quick Search You can use the Quick Search feature to use the value entered in a
single field to locate a record. The system also uses the same single
field to index your calling lists. The value for this single field must be
unique to each record.
Quick Search is a fast retrieval method that you can use for large
calling lists. Quick Search does not accept field values that contain
special characters.
Screenbuilder You can use the Screenbuilder feature to help supervisors design and
modify agent screens.
Ziptones You can use the Ziptones feature to indicate the tones that Avaya
Proactive Contact transmits to the headset of an agent immediately
before the agent connects with a customer.
The two ziptones defined during the specification process are distinct:
one for inbound calls and the other for outbound calls. Agents can
quickly determine by the tone whether the call is an inbound or an
outbound call.

Configured features list

The following table describes the features that Avaya configures and provides with Avaya
Proactive Contact:
Feature name Description
Agent owned recall (AOR) You can use the Agent Owned Recall feature to facilitate an agent to
set a recall for a customer. The agent who initially set the recall
handles the call when the call is placed again.
ANI/DNIS You can use the ANI/DNIS feature to display Automatic Number
Identification (ANI) to indicate the number of the calling party. The ANI/
DNIS feature displays Dialed Number Identification Service (DNIS) or
the number dialed.
Autoplay You can use the Autoplay feature to facilitate Avaya Proactive Contact
to automatically deliver a message during a campaign when Autoplay
detects an answering machine at the other end.
Table continues…

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Avaya Proactive Contact overview

Feature name Description

Completion codes The system or an agent uses the Completion Codes to specify
individual call results. When a customer answers a phone call, Avaya
Proactive Contact transfers the call to an agent.
The completion code can be an agent-generated code that is pre-
specified or a standard system completion code. If the system does not
pass the call to an agent, Avaya Proactive Contact generates the
completion code.
Avaya Proactive Contact stores the completion codes and uses these
codes to select records for calling and to generate reports. The system
identifies completion codes by a code number, a call result, and a
description.
• The call result is a short name that makes the code easier for agents
to identify.
• The description provides call center supervisors with a more concise
description of the codes.
Each system has one set of completion codes. You must specify the
agent-generated codes to use in the specification process.
Campaign update You can use the Campaign update feature to stop outbound calls to
customers who are already in contact with an agent. If the customer
calls an inbound agent, the system removes the record from the calling
activities of the day. You can configure the Campaign update feature as
Real Time, Batch, or Both.
Do not call list Using the Do not call feature, agents can mark a record as uncallable.
Using the Do not call feature, you can also mark a matching record
uncallable on multiple lists as configured. The uncallable records are
then not called on any other jobs. Agents can mark numbers as Do Not
Call (DNC) on request. You can also upload DNC requests to the host
database for future exclusion. This marking of DNC, however, is valid
only for a day, if you download the list every day.
Table continues…

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 Configured features list

Feature name Description

File transfer and schedules You can use the File transfer and schedules feature to identify the
information that Avaya Proactive Contact uses to receive and transfer
data to the host.
The system gathers the following information during the specification
process:
• The time to start the data transfer, even to retry transfers when an
attempt fails
• The time between each transfer attempt
• The time to stop transfer attempts
• The days to conduct the data transfer
• The calling lists to process
Type of transfer: Download from the host to Avaya Proactive Contact,
and upload from Avaya Proactive Contact to the host.
Infinite job You can use the Infinite Job feature the system to append new records
to a calling list during calling activities and automatically add these
records to the active Infinite Job campaign.
List processing You can use the List processing feature for flexible configuration
options for extracting and updating information on the calling list, such
as retaining data from previous lists, marking duplicate accounts, and
running reports.
Native voice and data Voice can be transferred by the phone or softphone. Data can be
transfer transferred if the application utilizes the UCID. Outbound Contact
Agent is not using the UCID.
You can use the Native voice and data transfer feature to transfer a call
and the associated call data to an available inbound or blend agent.
Outbound or blend agents use this feature. Native voice and data
transfer is not available on Proactive Contact with CTI.
Record specific messaging You can use the Record specific messaging feature to link outbound
wait queue messages to selected criteria in the calling list fields.
During calling activities, Proactive Contact plays messages specific to
zip code, city, account type, or any other specified field in the calling
list.
During the specification process, you specify the messages that a
customer hears while waiting in the outbound wait queue. This feature
is not available on Proactive Contact with CTI.
Table continues…

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Avaya Proactive Contact overview

Feature name Description

Sales verification You can use the Sales verification feature to use a second calling
campaign to confirm sales or commitments obtained in a prior
campaign. You can choose the keys needed to support a sales job in a
sales verification scenario. When you use Sales Verification, agents
use a specific code to release records that resulted in a successful
sale. The system automatically sends these records to a second
verification Job where agents call up each record and the agent verifies
and confirms the sale.
System wait queue You can use the System Wait Queue Messages feature to provide the
messages messages that customers hear while waiting for an agent or when
customers call after business hours.
You can also create customized messages for agent keys so that when
an agent presses the agent key, Avaya Proactive Contact plays the
assigned messages.
System wait queue messages are commonly strung together to create
a script. When creating system wait queue messages, create individual
messages, and then assign messages to a message script.
This feature also indicates the time, in seconds, that Avaya Proactive
Contact pauses between messages.
The following is a sample message script:
1. "Hold the line. I have a call for this number."
2. Pause for 5 seconds
3. "Sorry to keep you waiting. I’m still trying to connect."
4. Pause for 5 seconds.
5. "Still trying to connect, continue to hold."
6. Pause for 5 seconds.
7. "Thank you for waiting. Sorry I could not connect you. Try again
later."
8. Avaya Proactive Contact disconnects the line.
Virtual agent You can use the Virtual Agent feature to deliver outbound messages to
customers. This feature is a part of an agentless Job.
Wait queues You can use the Wait queues features to assign calls to a holding area.
These calls are the calls that the system cannot pass immediately to
agents. Customers often hear system messages while waiting in a wait
queue.
Table continues…

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 Configured features list

Feature name Description

Wait queue indicators The Wait Queue Indicators feature is a message that appears on the
screen of an agent when Avaya Proactive Contact passes a call from
the wait queue to the agent.
Wait queue indicators display the amount of time that the customer
waited for the agent and a brief message that the agent reads to the
customer. Base each indicator on how long customers waited for an
agent. An agent screen can display up to four wait queue indicators in
one set.

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Chapter 3: Interoperability

Interoperability

Product compatibility
For the latest and most accurate compatibility information, go to https://support.avaya.com/
CompatibilityMatrix/Index.aspx.

Hardware requirements
Supervisor workstation hardware requirements
Supervisor workstations are network-attached computers. Supervisor workstations require a
headset or phone. Identify and dedicate workstations for each Avaya Proactive Contact
Supervisor license purchased. The location of the Supervisor workstation can vary based on your
operational requirements.
Avaya Proactive Contact Supervisors use these workstations to:
• Set up and manage system settings.
• Set up jobs.
• Monitor calling activity.
• Produce call center reports.

Table 1: Supervisor workstation hardware requirements

Component Minimum requirements

Processor 1.3GHz (Dual Core) Processor
RAM 2 GB
Free disk space 2 GB
Drive DVD

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 Interoperability

The data in all the Monitor applications connected to a dialer might freeze for 15 minutes when a
user runs the Monitor application from the Supervisor workstation in the following case:
• The Supervisor workstation machine has multiple network interfaces, and
• The dialer is not accessible through any network interface on the workstation.
For more information about additional hardware requirements to support:
• Microsoft Windows 7 Enterprise Edition, see the Microsoft website: http://
windows.microsoft.com/en-IN/windows7/products/system-requirements
• Microsoft Windows Server 2008 SP2 Enterprise version, go to the Microsoft website: http://
www.microsoft.com/windowsserver2008/en/us/system-requirements.aspx
• Microsoft Windows 8.1 Enterprise version, see the Microsoft website: http://
windows.microsoft.com/en-SG/windows-8/system-requirements
• Microsoft Windows 10 Enterprise version, see the Microsoft website: http://
www.microsoft.com/en-gb/windows/windows-10-specifications#sysreqshttp://
www.microsoft.com/en-gb/windows/windows-10-specifications#sysreqs

Agent workstation hardware requirements

Each agent workstation consists of a computer and a voice connection. During jobs, agents use
the workstation to talk to customers and update customer records. Avaya Proactive Contact agent
workstation can use Avaya Proactive Contact agent application or Agent API to perform tasks.
Agent workstations can be network connected or directly through a serial connection.
The Avaya Proactive Contact system:
• provides quality service using network-connected computers
• supports connections to an Ethernet network
• uses the TCP/IP protocol to move data to the agent workstations and back

Table 2: Agent workstation hardware requirements

Component Minimum requirements

Processor 1.3GHz (Dual Core) Processor
RAM 2 GB
Free disk space 2 GB
Drive DVD

Note:
For Microsoft Windows Vista Enterprise Edition (32-bit or
64-bit) and Microsoft Windows 7 Enterprise Edition (32-bit
or 64-bit), operating systems CD drives are also
supported.

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Interoperability

For additional hardware requirements to support

• Microsoft Windows 7 Enterprise Edition, see the Microsoft website: http://
windows.microsoft.com/en-IN/windows7/products/system-requirements
• Microsoft Windows Server 2008 SP2 Enterprise version, go to the Microsoft website: http://
www.microsoft.com/windowsserver2008/en/us/system-requirements.aspx
• Microsoft Windows 8.1 Enterprise version, see the Microsoft website: http://
windows.microsoft.com/en-SG/windows-8/system-requirements
• Microsoft Windows 10 Enterprise version, see the Microsoft website: http://
www.microsoft.com/en-gb/windows/windows-10-specifications#sysreqshttp://
www.microsoft.com/en-gb/windows/windows-10-specifications#sysreqs

Hardware requirements for HP DL 360 G9 server

HP DL 360 G9, also known as Common Server 3 (CSR3) is the new supported platform for
deploying Avaya Proactive Contact. The deployment of Proactive Contact on CSR3 is done only
through either customer procured VMWare or through Avaya Virtualized Platform.
Hardware requirements for HP DL 360 G9 are:
• Form Factor Rack Server (1 U Rack Height)
• Six Core Intel Xeon E5-2620v3at 2.4 GHz, 15MB Cache
• 32GB (4GB x 8) DDR3 1600MHz Memory
• Integrated 4-port Gigabit Ethernet NIC
• Hot swappable power supplies, fans, and hard drives
• Internal SATA DVD RW drive
• RAID 1 configuration: Hot Pluggable 300GB 10K 2.5 SAS HDD (qty 2)
• RAID 5 configuration: Hot Pluggable 300GB 10K 2.5 SAS HDD (qty 3)
• Power supply: 500W AC (qty. 2)
Note:
From Avaya Proactive Contact Release 5.2, the dialer uses only 16GB of the allocated RAM.

Hardware requirements for Avaya Converged Platform

Avaya Dell PowerEdge R640, is the underlying server hardware for the Avaya Converged
Platform100 series. Proactive Contact 5.2.0.1 supports Avaya Converged Platform 130 Appliance,
which is pre-loaded with standard VMware (EXSi 6.5) virtualization software.
• Form Factor Rack Server (1 U Rack Height)
• Twenty Core Intel(R) Xeon(R) Silver 4114 CPU @2.20GHz
• 48GB (8GB x 6) Memory
• Integrated 6-port Gigabit Ethernet NIC

January 2019 Avaya Proactive Contact Overview and Specification 30

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 Interoperability

• Hot swappable power supplies, fans, and hard drives

• Internal SATA DVD RW drive
• External RW USB DVD/CD-ROM (Model No : DIG - 72032)
• Four HHDs 2.5" 10K SAS
• RAID 1 configuration: 600GB 10K 2.5 SAS HDD (qty 4), 1.2 TB storage
• RAID 5 configuration: 600GB 10K 2.5 SAS HDD (qty 4), 1.8 TB storage
• RAID 6 configuration: 600GB 10K 2.5 SAS HDD (qty 4), 1.2 TB storage
• Power supply: 495W AC/750W AC (qty. 2)

Administrator console requirements

Using the administrator console, you can gain access to the Avaya Proactive Contact system CPU
and digital switch. The administrator console connects directly to the access server inside the
system cabinet. This interface requires a monitor and a keyboard. The system administrator uses
this interface to perform basic system operations such as monitoring system status, backing up
system files, shutting down the system, and setting the time and date of the system.
You can connect the monitor and keyboard directly to the access server inside the system cabinet.
Alternatively, you can use any terminal emulation software that supports VT100 terminal emulation
on Windows 2000 or later. The computer must have an available RS-232 serial port for connection
to the remote access hardware. Alternatively, you can use an available USB port in conjunction
with a USB to RS-232 serial adapter. You must provide the cables for either solution.
Placement
The placement specifications of the Administrator console are as follows:
• Minimum of 2 feet x 3 feet (0.6 meters x 0.9 meters) table or computer stand space.
• Maximum of 10 feet (3 meters) from the system cabinet.
• Minimum weight of 19.5 pounds (9 kilograms).
Table placement
If you place the Administrator console and the printer on the same table, use the following
guidelines:
• Table dimensions: 4 feet x 2 feet (1.3 meters x 0.6 meters).
• Table weight: 50 pounds (18.65 kilograms).
• Table distance: must not be more than 8 feet (2.66 meters) away from the system cabinet.
Electrical
The workstation power cord plugs can be plugged directly into the system cabinet UPS.
Data connectivity
The workstation connects directly to the system cabinet through an RS-232 serial bus connection.
Avaya supplies a 15–foot RS232 cable terminating in a DB25 connector and is designed for a
dumb terminal. Provide a serial-to-USB I/O converter to connect to a computer with terminal
emulation software.

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Interoperability

Security
For system security, you require the administrator user name and password.
Note:
Avaya recommends that you have the latest updates for your Windows systems.

Operating system compatibility

Server operating systems
Operating system Proactive Contact Proactive Contact Proactive Contact Proactive Contact
5.2 5.1.2 5.1.1 5.1
Avayatized Red Release 6.9 Release 5.11 Release 5.9 Release 5.5
Hat Enterprise
Linux

Supervisor workstation-supported operating systems

Operating Proactive Proactive Proactive Proactive Proactive
system Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Microsoft N N Y Y Y
Windows XP
If you are using
Service Pack 2
Microsoft
(32-bit or 64-
Windows XP
bit )
SP2 with the
Windows
Firewall turned
on, you can set
permissions for
Avaya
applications to
run.
Microsoft N Y Y Y Y
Windows Vista
Enterprise
Edition (32-bit
or 64-bit )
Microsoft Y Y Y Y Y
Windows 7
Enterprise
Edition (32-bit
or 64-bit )
Table continues…

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 Interoperability

Operating Proactive Proactive Proactive Proactive Proactive

system Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Microsoft Y Y Y Y Y
Windows
Server 2008
SP2 Enterprise
version (32-bit
or 64-bit )
Microsoft Y Y N N N
Windows 8.1
(32-bit or 64-
bit )
Microsoft Y Y N N N
Windows 10
Enterprise
Edition (32-bit
or 64-bit )

Note:
If you install a version of an Oracle client and the setup detects the Oracle client environment
settings, the setup overwrites the existing Oracle environment variables.

Agent workstation-supported operating systems

Operating Proactive Proactive Proactive Proactive Proactive
system Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Microsoft N N Y Y Y
Windows XP
If you are using
Service Pack 2
Microsoft
(32-bit or 64-
Windows XP
bit )
SP2 with the
Windows
Firewall turned
on, you can set
permissions for
Avaya
applications to
run.
Microsoft N Y Y Y Y
Windows Vista
Enterprise
Edition (32-bit
or 64-bit )
Table continues…

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Interoperability

Operating Proactive Proactive Proactive Proactive Proactive

system Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Microsoft Y Y Y Y Y
Windows 7
Enterprise
Edition (32-bit
or 64-bit )
Microsoft Y Y Y Y Y
Windows
Server 2008
SP2 Enterprise
version (32-bit
or 64-bit )
Microsoft Y Y N N N
Windows 8.1
(32-bit or 64-
bit )
Microsoft Y Y N N N
Windows 10
Enterprise
Edition (32-bit
or 64-bit )

Note:
If you install a version of an Oracle client and the setup detects the Oracle client environment
settings, the setup overwrites the existing Oracle environment variables.
• If you are not using Avaya Proactive Contact Agent Desktop or Avaya Proactive Contact
Agent API, provide VT100 Emulation software for connection to the host and the system. You
can install the following:
- WallData Rumba
- Attachmate Extra!
- WRQ Reflections
- Hummingbird
Note:
Integration development and consulting is not included as part of your services
agreement with Avaya Professional Services.
• If you are using an Agent API solution, provide network-connected agent computers. Avaya
Proactive Contact communicates with the system through the Agent API. An emulation
session is not necessary.
The Avaya Proactive Contact Agent application broadcasts record information using DDE. If
you are creating a cut-and-paste solution to your host, the host emulation session must
support DDE. You are responsible for creating any cut-and-paste solution, unless you have a
contract with Avaya Professional Services (APS) for this work. If you have a contract, you
must provide the host emulation software name, for example, Reflections, and the host
emulation software type, for example, VT100 or 3270.

January 2019 Avaya Proactive Contact Overview and Specification 34

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 Interoperability

Browser compatibility
Table 3: Web browsers supported for Internet Monitor (IMON)

Web browsers Proactive Proactive Proactive Proactive Proactive

Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Microsoft N N N Y N
Internet
Explorer 6
Service Pack 1
Microsoft N N N Y N
Internet
Explorer 7
Microsoft N N Y Y N
Internet
Explorer 8
Microsoft N N Y N N
Internet
Explorer 9
Microsoft N Y N N N
Internet
Explorer 10
Microsoft Y Y N N N
Internet
Explorer 11
Chrome Y N N N N
56.0.2924
Microsoft Edge Y Y N N N
Browser
20.10240 on
Microsoft
Windows 10
Microsoft Edge Y N N N N
Browser
38.14393.1066.
0 on Microsoft
Windows 10
Mozilla Firefox N N N Y N
2.x
Mozilla Firefox N N N Y N
3.x
Mozilla Firefox N N Y N N
18.x
Table continues…

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Interoperability

Web browsers Proactive Proactive Proactive Proactive Proactive

Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Mozilla Firefox N Y N N N
31.x
Mozilla Firefox N Y N N N
38 and 39
Mozilla Firefox Y N N N N
54.0.1

Databases versions supported in Proactive Contact

Databases Proactive Proactive Proactive Proactive Proactive
Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Oracle 11g 32- Y N N N N
bit (11.2.0.4.0)
Oracle 11g 32- N Y N N N
bit (11.2.0.3.15)
Oracle 11g 32- N N Y N N
bit (11.2.0.3.8)
Oracle 11g 32- N N N Y N
bit (11.2.0.3.3 )
Oracle 10g 32- N N N N Y
bit (10.2.0.5.0)
Microsoft 32-bit Y Y Y Y N
ODBC

Database client connector for Proactive Contact

Databases Proactive Proactive Proactive Proactive Proactive
Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Microsoft 32-bit Y Y Y Y N
ODBC

VMWare versions supported in Proactive Contact

VMWare Proactive Proactive Proactive Proactive Proactive Proactive
versions Contact 5.2 Contact Contact Contact Contact 5.1 Contact 5.0
5.1.3 5.1.2 5.1.1
5.0 N Y Y N N N
Table continues…

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 Interoperability

VMWare Proactive Proactive Proactive Proactive Proactive Proactive

versions Contact 5.2 Contact Contact Contact Contact 5.1 Contact 5.0
5.1.3 5.1.2 5.1.1
5.1 N Y Y N N N
5.5 Y Y Y N N N
6.0 Y Y Y N N N
6.5 Y N N N N N

Supported versions of Tomcat, Java, and WebLM

Component Proactive Proactive Proactive Proactive Proactive
Contact 5.2 Contact 5.1.2 Contact 5.1.1 Contact 5.1 Contact 5.0
Java 1.6 N N Y Y Y
Java 1.7 N Y N N N
Azul JDK 1.8 Y N N N N
Tomcat 6.x N N Y Y Y
Tomcat 7.x N Y N N N
Tomcat 9.x Y N N N N
WebLM 4.7 N N Y Y Y
WebLM 6.3 N Y N N N
WebLM 7.1.0 Y N N N N

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Chapter 4: Performance specifications

Capacity and scalability specification

The following table provides information about various capacity parameters and their values for
Avaya Proactive Contact:
Caution:
You must adhere to the maximum capacity limits mentioned for each parameter. If you exceed
the prescribed limits, then the system might not function as expected.

Category Parameter Value Notes

Agent Name recall name length 39 —-
Agent Name length (characters) in English 8/3 Alphanumeric.
or CJK
Agent Headset ID length 13 —
Agent Maximum number of agents on 432/450 PG230 Enabled.
Avaya Proactive Contact with
PG230 per dialer (T1/E1)
Agent Maximum number of agents per pod 4320/4500 PG230 Enabled.
(T1/E1) in a 10 dialer pod.
Agent Maximum number of preview 300 CTI Enabled.
agents on Avaya Proactive Contact
with CTI
Agent Maximum number of predictive 300 CTI Enabled.
agents on Avaya Proactive Contact
with CTI
Agent Number of users on the system 32K —-
Agent Number of Vector Directory 600/300 The limit is 300 for each
Blending Numbers (VDNs) Avaya Proactive switch. For Avaya Proactive
Contact with PG230 or Avaya Contact with PG230, tested
Proactive Contact with CTI. limit is up to 600, and for
Avaya Proactive Contact with
CTI, the tested limit is 300.
Agent Number of logins 432/450 432 for T1 and 450 for E1.
Blending
Table continues…

January 2019 Avaya Proactive Contact Overview and Specification 38

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 Capacity and scalability specification

Category Parameter Value Notes

Campaigns Number of active supported • Maximum 200 —-
campaigns (single Dialer) campaigns when
AOR is turned off.
• Maximum 100
campaigns when
AOR is turned on.
The maximum
value decreases if
the number of
shadow jobs
running are more
than 100.
Campaigns Number of active supported • Maximum 2000 —
campaigns (Pod) for a 10 dialer pod campaigns when
AOR is turned off.
• Maximum 1000
campaigns when
AOR is turned on.
The maximum
value decreases if
the number of
shadow jobs
running are more
than 1000.
Campaigns Number of active supported • Maximum 200 Preview and predictive.
campaigns (CTI) campaigns when
AOR is turned off.
• Maximum 100
campaigns when
AOR is turned on.
The maximum
value decreases if
the number of
shadow jobs
running are more
than 100.
Calling List Record size in bytes 8192 Maximum record size of a
calling list on which you can
run a job.
The record size includes the
user added fields, the
Proactive Contact added
fields in addition to the
number of fields, in bytes.
Table continues…

January 2019 Avaya Proactive Contact Overview and Specification 39

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Performance specifications

Category Parameter Value Notes

Calling List Maximum list size in gigabytes 2 Linux limit is 2 GB.
Calling List Calling list name length in English 15 The calling list name must
only be in English and must
be alphanumeric.
Calling List Number of unique calling lists 999 —
Calling List Maximum records 900000 —
Calling List Number of fields Limited only by the Limited only by the record
record length length which is 8192.
Calling List Number of phone fields 10 —
Calling List Sortable fields 10 —
Calling List Phone field digits 20 —
Calling List Post-update - maximum attempts 5 The maximum number of
stored in calling list phones that post update can
track is 9.
Calling List Field Length 1024/75 1024, if the field is not to be
viewed by Agent as a part
screen. In calling list details,
you can set more than 75
characters but you cannot
select those fields in
screenbuilder for viewing by
the agent. You must perform
hashing, indexing, sorting,
and DNC only on the fields
which have a length of less
than or equal to 128 bytes.
Calling List Index field- Campaign Update 40 bytes The data in the index field
must not exceed 40 bytes.
Character Dialer host name in English 12 —
Length
Character DO NOT CALL group name in 32/10 —
Length English or other languages
Character Maximum name length of selection 20/15 —
Length in English or other languages
Character Maximum Job name length in 20/15 —
Length English or other languages
Character Job unit ID length 32 Single byte
Length
Table continues…

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 Capacity and scalability specification

Category Parameter Value Notes

Character Job ID length 10 • The system generates the
Length Job ID automatically.
• The Job ID in the calling list
has a fixed length of ten
characters, and you cannot
edit the ID.
Character Strategy name length in English and 20/15 —
Length other languages
Character Single message size Agent-to- supervisor From Agent to Supervisor,
Length 59 and supervisor- displays only show on
to-agent- 72 Jobmon.
Character ANI/DNIS field length 15 Tested limit is up to 13.
Length
Character Tenant name in English and other 20/10 —
Length languages
Database Access Read only Chargeable ODBC access.
General Line pools 50 —
General Time zones 150 Configuration limit
General Number of predictive blend 10 —
gateways
General Identification field length 255 The total length of 4 fields can
be maximum 255.
General Number of identification field 4 —
General Completion codes 0–999 Of the 1000 completion
codes, 31 are system codes
or reserved codes. Supervisor
cannot configure these codes.
General Telephony script lines 6000 —
General Screen size 23x80 The number of rows is 23 and
the number of columns is 80.
General Event service clients 20 —
General Event service refresh in seconds 6 —
General Internet Monitor refresh in seconds 30 —
General Average backup size 15–GB Includes 3 GB for lists and is
based on 10% usage of the
148 GB drive.
General Telnet/SSH sessions Unlimited —
General Busy Hour Call Attempts (BHCA) 172000 172000 BHCA can be
achieved only when the
PG230 alarming is turned off.
Table continues…

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Performance specifications

Category Parameter Value Notes

General Maximum Call Selection 80 Ensure that the value is
synchronized with the
maximum strategy.
General Dialed digit support 19 —
General The number of switches 10 —
General Maximum number of tenant 20 If a user is a part of the
allocation default tenant, then the user
can be a part of only 19 other
tenants. If the user is not a
part of the default tenant, then
the user can be a part of only
20 tenants.
Hardware Agent, outbound, inbound, and — All can be on the same card.
transfer Minimum of 24.
Hardware Total LPVC ports 384 128 per card and a maximum
of 3 cards.
Hardware Backup media Tape/DVD/TPH/US TDK DVD-R 16x 4.7–GB.
B (Flash Memory
Drive)
Hardware The number of NICs 2 One NIC is used for your
network, and the other NIC is
connected to the PG230
switch.
Hardware ENBC generic software — Switch generic 18.1.4 or later.
Hardware RAM (Gigabytes) for • 16 GB of RAM for Podded or high volume
G5/M2/G7/G8/G9 server IBM Nextgen 3650 systems require 16 GB of
M2 server which is RAM. The primary dialer must
also known as always have a 24 GB RAM.
S8800
Note:
• 16 GB of RAM for
HP ProLiant • Avaya Proactive
DL385 G5 Contact Release 5.2
servers. does not support HP
DL 385 G2/G5
• 24 GB of RAM for hardware.
HP ProLiant
DL360 G7 • Avaya recommends
that customers running
• 32 GB of RAM for HP DL385 G5 or
HP ProLiant S8800 should upgrade
DL360 G8 to a newer server.
• 32 GB of RAM for
HP ProLiant
DL360 G9
Table continues…

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 Capacity and scalability specification

Category Parameter Value Notes

Integration Crystal reports professional version 11 —
Integration IVR agents 100 —
Jobs Line pools per Job 10 —
Jobs Number of configured jobs that are 500 These Jobs are not
tested necessarily active Jobs.
Jobs ID fields 4 —
Jobs Job Description length 40 characters in —
English
Messages Message storage capacity per 34 If multiple LPVC2 cards
LPVC in minutes installed in a specific cabinet
have 16–MB of memory, this
cabinet will be limited to 16–
MB of memory capacity for all
LPVC2 cards installed,
regardless of actual memory
size.
Message storage capacity
does not increase with more
LPVCs. Only the number of
LPVC ports increase.
Monitor Number of Monitor views in a single 20/40 The maximum number of
dialer default views is 20 and the
maximum number of views is
40.
Users can have the viewsets
in the following ways:
• Monitor session with 20
default views only.
• Monitor session with 40
custom views only.
• Monitor session with 20
default and 20 custom
views only.
Use filtering to improve the
performance.
You must set the refresh
interval to 20 seconds for
optimal Monitor performance.
Table continues…

January 2019 Avaya Proactive Contact Overview and Specification 43

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Performance specifications

Category Parameter Value Notes

Monitor Number of Monitor views in a pod 10/20 The maximum number of
default views is 10 and the
maximum number of views is
20.
Users can have the viewsets
in the following ways:
• Monitor session with 10
default views only.
• Monitor session with 20
custom views only.
• Monitor session with 10
default and 10 custom
views only.
Use filtering to improve the
performance.
You must set the refresh
interval to 30 seconds for
optimal Monitor performance.
Physical Maximum Dialers per pod 10 On a 10 dialer pod, the
minimum supported refresh
rate of the Monitor is 15
seconds.
Physical The number of phone lines per 912/900 912 is a combination of
dialer (T1/E1) inbound, outbound, and
transfer ports.
Supervisor The number of Supervisor 100 The Supervisor application
applications per system includes Editor, Analyst,
Monitor, and Role Editor.
System Protocols — TCP over SSL, and SSLIOP.
System Java 1.7 —
System Oracle DB server Oracle Data base —
11g 11.2.0.4.0
System Oracle DB client Oracle Data base —
11g 11.2.0.4.0
Network Network bandwidth minimum in 100/1000 Contact Centers must set up
Mbps a 1000-Mbps, full-duplex,
auto-negotiation network.
Alternatively, the contact
center can set up a 100-
Mbps, full-duplex network.
Network D-channel band rate 64kb —
Table continues…

January 2019 Avaya Proactive Contact Overview and Specification 44

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 Avaya Proactive Contact Traffic specification

Category Parameter Value Notes

Unit IDs Number 50 units Number of Unit IDs a Job can
have.
Work List Maximum length of line in 1023 Each line in master.cfg cannot
master.cfg exceed 1023 bytes. This
includes parameter name and
the parameter value
separated by a colon.
Work List Maximum Strategy 300 Number of lines in strategy
per strategy.
Work List Maximum allowed units that agent 15
can login to in multiunit Job
System Maximum number of supported 500 You can create a maximum of
users users 500 system users.
rbac/ Maximum number of supported 500 You can create a maximum of
rbacadmin users 500 rbac/rbacadmin users.
users
sysadm Maximum number of supported 500 You can create a maximum of
users users 500 sysadm users.
Agent users Maximum number of supported 6000 You can create a maximum of
users 6000 agent users on a single
dialer.
Pcanal users Maximum number of supported 100 You can create a maximum of
users 100 pcanal users.
Auditor users Maximum number of supported 100 You can create a maximum of
users 100 auditor users.
MAX_EXPA Maximum Dynamic Expansion Unit 50 In an Infinite Job, you can add
NSION_UNI in case of Infinite Job a maximum of 50 units.
T
Line Assign Maximum character length of 10 The maximum character
LinePool Name length of the LinePool name
configured.
Selection Maximum fields, which can be 40 The maximum fields. Must not
Report selected for selection fields, for exceed 40.
reports.

Avaya Proactive Contact Traffic specification

Two distinct classes of Avaya Proactive Contact operations are responsible for network traffic. The
Avaya Proactive Contact classes are as follows:
• Discretionary activities

January 2019 Avaya Proactive Contact Overview and Specification 45

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Performance specifications

• Non-discretionary activities
Discretionary activities
Discretionary activities are activities where you can use your discretion to decide whether or not to
perform certain actions. For example, downloading a calling list from a host computer system can
often be done outside of peak calling periods, Campaign Monitor sessions do not need to be
maintained when nobody is watching the displays, and the Campaign Analyst application can
produce reports when fewer agents are online to Avaya Proactive Contact or outside the peak
calling period. It is important to control discretionary activities while at the same time it is difficult to
estimate the traffic from these activities.
Avaya Proactive Contact does not control these discretionary activities. These activities are
unsystematic with respect to outbound calling operations. If a supervisor is careless in the use of
the Supervisor suite of applications, the system generates massive amounts of useless traffic. For
example, a request for all data from the Campaign Monitor with a short refresh period produces
displays that cannot possibly be read or studied within the specified refresh period.
Avaya Proactive Contact does not reduce the rights of a user of the Supervisor suite of
applications.
Non-discretionary activities
Non-discretionary activities are those activities where you do not have a choice as to the time or
the extent of the activity given your demands for production of outbound call volume. For example,
the execution of calling jobs is relatively mandatory for the calling operation, and agent capacity is
fixed during a work shift. Avaya Proactive Contact performs non-discretionary activities
automatically. The related traffic depends on the configuration of your network components, agent
capacity, characteristics of call attempts, characteristics of call handling, and subscriptions to the
event service for monitoring by non-Avaya sub-systems. These activities can vary widely.
However, the activities are systematic to the calling job and are not subject to unnecessary use.
Traffic from non-discretionary activities is more important for capacity planning because the traffic
is necessary for the mission of the calling operation.

Difference between boundary conditions and steady-state

behavior
Steady-state behavior occurs continually in the course of an activity, while boundary conditions
exist at the beginning or end of an activity. The relevant activity is the execution of a calling job.
Emphasis on steady-state behavior
The steady-state behavior of calling jobs consists primarily of getting call records, initiating calls,
connecting calls, disconnecting calls, updating call records, and registering agent availability for
calls. This behavior happens repeatedly and cyclically for each agent and is asynchronous
amongst the agents. The volume of this call-associated behavior depends on the number of
agents and the length of the calling job. Most of the job activity is in steady-state. Consequently,
the steady-state behavior is important for traffic analysis.
Boundary conditions
The traffic related to boundary conditions is less frequent than the traffic related to steady-state
behavior.

January 2019 Avaya Proactive Contact Overview and Specification 46

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 Redundancy and high availability

Initial job behavior

The start of a job includes the control, monitoring and reporting of message traffic. There might be
more call volume at the start of a job in the case where the agents are already logged in the job.
More agents are available to handle calls than at any other time during the execution of the job
since no agent is presently handling a call. Such conditions do not persist and are not frequent.
Consequently, initial job activity is not important for traffic estimation.
Agent session boundaries
Additional traffic occurs when an agent logs in to a job and when the agent logs out of a job. Since
each agent typically stays on the job to handle several calls, and since no call traffic exists on
behalf of an agent that is logged, the traffic due to boundaries of agent sessions is unimportant.
Terminal job behavior
The end of a job includes the control, monitoring and reporting of message traffic. In the case of a
job shutdown, the call handling activity diminishes gradually as agents complete calls without the
job distributing more calls to the agents. The traffic due to job termination is not important for traffic
estimation.
Agent blending activities
The traffic characteristics due to blending agents between inbound call handling and outbound call
handling are similar to the traffic characteristics of Agent session boundaries. However, the rate of
agent transitions into and out of handling outbound calls is more systematic.

Redundancy and high availability

Avaya Proactive Contact uses the Lightweight Directory Access Protocol (LDAP) when Avaya
Proactive Contact is deployed as a pod. In a pod configuration, without using LDAP, user accounts
must be created on each of the dialers in the pod for the following reasons:
• This is a manual process and can be error prone.
• It is possible that the users’ accounts get out of sync across pod dialers.
• There is a possibility that some users are added in a dialer in pod and are forgotten to be
added in other dialers in pod.
• It is also possible that the same user has different password on dialers in pod.
LDAP addresses all these problems by providing a single repository for user authentication which
is available over the network.
Note:
LDAP is mandatory in Avaya Proactive Contact release 5.1. Without using LDAP, pod
configuration or a standalone system is not supported by Avaya Proactive Contact.
Avaya Proactive Contact uses OpenLDAP version 2.4.40. Avaya Proactive Contact does not
support the use of existing third party LDAP implementation. Avaya Proactive Contact supports
OpenLDAP version 2.4.40 and High Availability feature via native support.

January 2019 Avaya Proactive Contact Overview and Specification 47

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Chapter 5: Environmental requirements

Environmental checklist
You must adhere to the specifications mentioned in this section. Avaya is not responsible if you fail
to adhere to the specifications mentioned in this section.
The checklist for the external environment setup is explained in the following table:
Electrostatic alert:
Prepare the cabinet location to meet environmental requirements and to prevent component
failure because of extreme temperatures, moisture, static electricity, and bad air quality.
# Description Notes

1 Maintain the temperature of the laboratory Caution:

between 45 degrees and 80 degrees
Fahrenheit (7º C to 26º C). The ideal You must consistently maintain this
temperature is between 65 degrees temperature in the mentioned range. The
Fahrenheit and 75 degrees Fahrenheit. system produces up to 5500 BTUs of
heat per hour. In a small room lacking air
conditioning, this heat can raise the
temperature above the operating limits of
the system.
2 Maintain the humidity between 8% and 80% in
the non-condensing state.
3 Keep the system cabinet 5 ft. (1.7 m.) from
any air conditioning or heating ducts.
4 Protect your system from direct sunlight.
5 Ensure that the system cabinet is not under an Important:
overhead sprinkler or in an area near water
such as a damp basement. If the sprinkler placement cannot be
changed, then note that the warranty
provided by Avaya is limited.

Avaya PG230RM cabinet specifications

The PG230RM cabinet contains the digital switch card cage to place and answer phone calls.

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 Avaya PG230RM system cabinet environmental specifications

Components that connect to the PG230RM cabinet include:

• Maintenance modem and remote access server for remote technical support of the system.
• Avaya Proactive Contact System CPU to run the system software with a DVD or DDS drive
for backing up and restoring the database and files.
• Uninterruptible power supply (UPS) to provide a dual power supply to the system cabinet
components in addition to the power supply included at the factory with the PG230RM.
• Administrator console, which is customer provided, for access to the digital switch and
system controller.
• Public Switched Telephone Network (PSTN) for placing and receiving calls.
• Local Area Network (LAN) for connecting to agent and supervisor workstations.
• Customer-provided Agent workstations and Supervisor workstation, headsets or phones,
using the trunk connections to the switch.
• For CTI deployment options, Application Enablement Services (AES) communicates with the
Avaya Aura® Communication Manager switch. The server integrates telephones on the
desktops of agents with telephony-enabled applications or telephony-based applications.
These applications can reside either on the server as server applications or on the desktop
computer as client applications. For more information on installing AE Services, see AE
Services Client Installation Guide.
For more information about PG230RM, see the Implementing Avaya Proactive Contact guide.

Avaya PG230RM system cabinet environmental

specifications
The environment can influence PG230RM system performance and reliability. You must control
the temperature, humidity, and other environmental factors to meet the operating requirements of
PG230RM.
Electrical
Connect the system cabinet ground to the building ground. Use a minimum of 10 AWG (5.26 sq-
mm) stranded ground conductor (green insulated wire with at least one yellow stripe).
Air Conditioning
A qualified air conditioning engineer must determine the exact requirements for your environment.
Use the following guidelines to estimate air conditioning requirements:
Air conditioning must handle the heat produced by the components in the system cabinet,
personnel in the room, and lighting. You must also consider the heat that comes through walls,
windows, floors, and ceilings. Because the system requires constant power (even if the system is
idle), the system continually generates heat. Ensure that air conditioning requirements are met.
The environment must have a stable ambient operating temperature of approximately 72 degrees
Fahrenheit (22 degrees Celsius). A temperature in the range of 45 degrees to 80 degrees
Fahrenheit (7 degrees to 26 degrees Celsius) is acceptable. The temperature variation in the
equipment room must not exceed ±5 degrees Fahrenheit (±3 degrees Celsius).

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Environmental requirements

Heat dissipation from a system is estimated in British Thermal Units (BTUs ) per hour. Estimate
the amount of air conditioning required based on the heat generated in the equipment area and
square feet of occupied floor space. Remember that each person in the occupied area generates
heat. Consult your (Heating, Ventilation, and Air Conditioning (HVAC) representative for specific
air conditioning, heating, and ventilation requirements.
Use the following guidelines for all the hardware components of the Avaya Proactive Contact
system:
• Keep the temperature between 45°F to 80° F (7°C to 26° C).
• Maintain 8% to 80% relative humidity.
• Protect from heat, cold, and water exposure.
• Avoid direct sunlight.
Other environmental factors
In addition to controlling temperature, you must control the following environmental factors in the
equipment areas:
Environmental factors Description
Humidity Low humidity can increase static electricity buildup, while high humidity
can affect the performance of disks and printers. Maintain a non-
condensing, relative humidity between 8 percent and 80 percent.
Static electricity You must place the system cabinet on an antistatic electrical grade
matting. When you work on Avaya Proactive Contact System
equipment, use an antistatic wrist strap.
Lighting Avoid direct sunlight.
Ventilation Do not block the vents on the system cabinet.

Grounding and power requirements

In addition to meeting the requirements in this topic, you must comply with the requirements in
Avaya Proactive Contact Safety and Regulatory Information.
Warning:
If you fail to follow the grounding procedures, the installation can be unsafe for personnel,
unprotected from lightning or power transients, and subject to service interruptions and
degraded performance. The power supply conductors must be dedicated and uninterrupted
from the service panel to the system cabinet.

Safety specifications

Safety and regulatory information

This section contains regulatory, safety, and support information essential to the installation and
operation of Avaya Proactive Contact implementation. This document covers Avaya Proactive

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 Safety specifications

Contact implementations using the Avaya Proactive Contact System and the Avaya PG230
Proactive Contact Gateway cabinet or rack mounted (PG230-RM). For regulatory purposes, the
system is also known as PDS2-100, PDS2-120, PDS2-230, Avaya Programmable Adjunct Switch
- APAS, and APAS-RM. Statements made in this document apply to all implementation options.
Read each section carefully. Follow the requirements in the regulation and safety sections before
operating the system. If you need system support, read Contacting support on page 59 to gather
the information identified before you call an Avaya representative.
The following table identifies the sections of this document that apply to the systems installed in
the listed locations.
Country and related regulations
Country FCC Answer IC China European Safety Contactin
Regulatio Supervisio Regulatio Regulatio Union Instructio g Support
ns n ns ns Regulatio ns
ns
Argentina - - - - - Yes Yes
Australia - Yes - - - Yes Yes
Brazil Yes - - - - Yes Yes
Canada - - Yes - - Yes Yes
Chile - - - - - Yes Yes
China - - - Yes - Yes Yes
Colombia - - - - - Yes Yes
European - - - - Yes Yes Yes
Union
Hong Kong - - - - - Yes Yes
Japan - - - - - Yes Yes
Korea - - - - - Yes Yes
Malaysia - - - - - Yes Yes
Mexico Yes - - - - Yes Yes
South - - - - - Yes Yes
Africa
United Yes Yes - - - Yes Yes
States

Federal Communications Commission regulations

To comply with Federal Communications Commission (FCC) regulations, ensure that you meet the
specified requirements.

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Environmental requirements

Note:
Many FCC reports refer to the PG230 Gateway as the Avaya Programmable Adjunct Switch
(PAS).
This document covers Avaya Proactive Contact implementations using the Avaya Proactive
Contact system and the Avaya PG230 Gateway (also known as Avaya Programmable Adjunct
Switch - PAS). Statements made in this document apply to both of these implementation
methods.
• The FCC Part 68 registration number of this equipment AV1USA-28011-MA-T and the Ringer
Equivalence (UTC) Number (0.7B) must report to the Centralized Operations Group of your
local telephone company. Centralized Operations Groups are better equipped to process
TELCO line requests for this telephone system.
• The Facility Interface Codes (FIC) for the following types of cards are as follows:
Card FIC Description
EUTC O2LS2 2-wire, local switched access,
loop start
EUTC O2GS2 2-wire, local switched access,
loop start
QT1 04DU9-BN 1.544 Mbps SF and ESF format
QT1 PRI 04DUS-1SN 1.544 Mbps SF and ESF format

• The order codes for the following services are as follows:

Service Code Description
Analog 9.0F Provides full protection for the
network using live voice. Only
registered terminal equipment
can be connected to station
ports.
Digital 6.0P Provides billing and encoded
analog content protection.

• The sum of the Ringer Equivalence Numbers for all devices connected to a single telephone
line should not exceed 5.0 for reliable operation.
• Do not install Avaya Proactive Contact on coin-operated telephone lines or party lines.
• Avaya Proactive Contact complies with the requirements in Part 15 of FCC Rules. Operation
is subject to the following two conditions:
1. The system must not cause harmful interference.
2. The system must accept any interference received, including interference that may
cause undesired operation.
• Repair work on Avaya Proactive Contact must be done by Avaya Inc. or the Avaya Proactive
Contact vendor.

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 Safety specifications

Office of Communication (OFCOM)

The Office of Communication (OFCOM) U.K. releases a statement of policy on the persistent
misuse of an electronic communication network or service. This policy applies to predictive dialers
that make calls in U.K. For details refer to:
http://www.ofcom.org.uk/consult/condocs/persistent_misuse/statement/
OFCOM specified changes in their Revised statement of policy on the persistent misuse of an
electronic communications network or service on October 30, 2009.
The changes in this policy (applicable only to the United Kingdom) are as follows:
http://www.ofcom.org.uk/consult/condocs/persistent_misuse/amendment/amendment.pdf
Editor application has been updated to enable the new OFCOM policy.
Note:

Hard Dialer with PG230 environment CTI Dialer/Soft Dialer environment

The OFCOM feature is available only on the The OFCOM feature is available only on the
Proactive Contact PG230RM dialer. Avaya Proactive Contact PG230RM dialer.
To use the OFCOM feature in Proactive Contact, This feature is not supported on the Proactive
you might need to configure some parameters in Contact with CTI dialer.
the master.cfg file. To configure these
The Avaya OFCOM feature is not approved for
parameters, contact Avaya Professional Services.
use in the Proactive Contact CTI Dialer (Soft
Dialer). If the OFCOM feature is enabled in the
customer’s Proactive Contact CTI Dialer (Soft
Dialer), it will be subject to the Support
Limitations and Exclusions contained in the
applicable Service Agreement Supplement, and
Avaya will have no obligation to support,
diagnose or correct problems caused by or
associated with the OFCOM feature.

Answer supervision
Allowing Avaya Proactive Contact to operate in a manner that does not provide proper answer
supervision signaling violates FCC Part 68 rules. The system returns answer supervision signals
to the Public Switched Telephone Network (PSTN) when:
• The called station answers.
• The attendant answers.
• The system is routed to a recorded announcement that the Customer Premise Equipment
(CPE) user can administer.
• The system is routed to a dial prompt.

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Environmental requirements

Avaya Proactive Contact returns answer supervision on all Direct Inward Dialing (DID) calls
forwarded back to the PSTN. Permissible exceptions are when:
• The call is unanswered.
• A Busy tone is received.
• A Reorder (Fast Busy) tone is received.
Note:
FCC regulations are applicable only to the United States. If you are outside the United States,
refer to the regulations applicable for your country.

Emergency service support

The Avaya Proactive Contact system will not support the dialing of emergency service numbers in
the event of a loss of mains power according to AS/ACIF-038,5.1.2.3.

Industry Canada regulations

Avaya Proactive Contact meets the following requirements established by Industry Canada:

Industry Canada registration

The Industry Canada (IC) label identifies certified equipment. The certificate means that Avaya
Proactive Contact meets specific telecommunications network protective, operational, and safety
requirements. Industry Canada does not guarantee that Avaya Proactive Contact will operate to
user satisfaction. Before installing Avaya Proactive Contact, ensure you are permitted to connect it
to the facilities of the local telecommunications company. You must also install the system using
an acceptable method of connection. For example, you may extend the company’s inside wiring
for single line individual service by means of a certified connector assembly (telephone extension
cord). You should be aware, however, that compliance with the above conditions might not prevent
degradation of service in some situations. For your own protection, ensure that the electrical
ground connections of the power utility, telephone lines, and internal metallic water pipe system, if
present, are connected together. This precaution might be particularly important in a rural area.

Caution:
Do not attempt to make electrical ground connections yourself. Contact the appropriate electrical
inspection authority or electrician.

IC compliance notice
This digital apparatus does not exceed the Class A limits for radio noise emissions for digital
apparatus as set out in the Radio Interference Regulations of the Canadian Department of
Communications.

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 Safety specifications

Ringer Equivalence Number (REN): 07

The Ring Equivalence Number (REN) is an indication of the maximum number of devices allowed
to be connected to a telephone interface. The termination on the interface may consist of any
combination of devices subject only to the requirement that the sum of the RENs of all the devices
does not exceed five.

European Union regulations

Avaya Proactive Contact conforms to the following directives established by the European Union:
• Low Voltage Directive
• EMC Directive
• R&TTE Directive
For details, refer to each Declaration of Conformity.

China Regulations
This information is required for all products imported or sold in the People's Republic of China.

Table of toxic substances

The following table shows where you can find the substances in the list of electronic information
products of Avaya as of the date of manufacture of the enclosed product. Some of the component
types listed may or may not be a part of the enclosed product.
Part Name Pb Hg Cd Cr PBB PBDE
Metal Parts O O O O O O
Circuit X O O O O O
Modules
Cables and X O O O O O
Cable
Assemblies
Plastic and O O O O O O
Polymeric
Parts
Circuit O O O O O O
Switch/
Breakers
Power X O O O O O
Assemblies

O: SJ/T 11363 2006. Indicates that the concentration of the hazardous substance in all
homogeneous materials in the parts is below the relevant threshold of the SJ/T 11363 2006
standard.

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Environmental requirements

X: SJ/T 11363 2006. Indicates that the concentration of the hazardous substance of at least one of
all homogeneous materials in the parts is above the relevant threshold of the SJ/T 11363 2006
standard.

Environmentally Friendly Use Period

The Environmentally Friendly Use Period (EFUP) for all enclosed products and their parts are per
the symbol shown here, unless otherwise marked. Certain products have a different EFUP (for
example, telephones) and so are marked to reflect such. The Environmentally Friendly Use Period
is valid only when the product is operated under the conditions defined in the product manual.

Safety instructions
Only service personnel trained to maintain and service the equipment must install and service
Avaya Proactive Contact and related components.

Safety precautions
When using Avaya Proactive Contact, follow basic safety precautions to reduce the risk of fire,
electric shock, and injury to people. The basic precautions include the following:
• Read and understand all instructions.
• Follow all warnings and instructions marked on the Avaya Proactive Contact hardware.
• Unplug the equipment from the wall outlet before cleaning. Use a damp cloth for cleaning. Do
not use liquid cleaners or aerosol cleaners.
• Do not use the equipment near water or in a wet room.
• Do not place the equipment on an unstable cart, stand, or table. The equipment may fall,
causing serious damage.
• Slots and openings in the cabinet and the back or bottom provide ventilation (to protect it
from overheating). Do not block or cover these openings. Never place the equipment near or
over a radiator or heat register. Do not place the equipment in a built-in installation, unless
there is proper ventilation.
• Operate this equipment only from the type of power source indicated on the marking label. If
you are not sure of the type of power source, ask your Avaya Proactive Contact
representative or system vendor.
• This equipment is required to use a three-wire grounding plug, a plug having a third
(grounding) pin. This plug only fits into a grounding-type power outlet. This is a safety feature.
If you are unable to insert the plug into the outlet, contact your electrician to replace your
obsolete outlet. Do not defeat the safety purpose of the grounding-type plug.
• Do not rest anything on the power cord. Do not locate this equipment where the cord will be
damaged by people walking on it.
• Do not overload wall outlets and extension cords to avoid the risk of a fire or electric shock.

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 Safety specifications

• Never push objects of any kind into this equipment through the cabinet slots. This action
might cause a fire or electric shock by touching dangerous voltage points or shorting of parts.
Never spill liquid of any kind on the equipment.
• To reduce the risk of electric shock, do not disassemble this equipment. Contact a qualified
service person when service or repair work is required. Opening or removing covers may
expose you to dangerous voltages or other risks. Incorrect assembly can cause electric
shock when the equipment is subsequently used.
• Unplug this equipment from the wall outlet and refer servicing to qualified service personnel
under the following conditions:
- When the power supply cord or plug is damaged or frayed
- If liquid has been spilled into the equipment
- If the equipment has been exposed to rain or water
- If the equipment does not operate normally by following the operating instructions
- If the equipment has been dropped or the cabinet has been damaged
- If the equipment exhibits a distinct change in performance
• Avoid using a telephone (other than a cordless type) during an electrical storm to prevent a
risk of electric shock from lightning.
• Do not use the telephone near a gas leak to report the leak.
• Use the same type of attachment-plug receptacles and grounding as used by the equipment
or system. Connect the grounding conductors of the equipment to the earth ground.
• Connect the supplementary equipment grounding conductor before connecting any
telecommunication lines to the equipment or system.

Warnings and cautions

Read the following sections for instructions on safety:
• Electrical ratings.
• Leakage.
• Grounding.
• Power supply (PG230 and PG230-RM only).
• Circuit protection.
• Telecommunications network.
• Telephone wiring.
• Battery disposal.

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Environmental requirements

Electrical ratings
System type Rating
Avaya PG230 and PG230-RM 100-240 VAC, 50-60 Hz, 10-4A
Avaya Proactive Contact system cabinet 100 VAC 100 VAC, 50-60 Hz, 20A
(Japan)
Avaya Proactive Contact system cabinet 120 VAC 120 VAC, 50-60 Hz, 16A
Avaya Proactive Contact system cabinet 220-240 220-240 VAC, 50-60 Hz, 8A
VAC

Leakage
HIGH LEAKAGE CURRENT, earth connection essential before connecting supply.
Grounding
Warning:
ELECTROSTATIC ALERT: Install a wire to connect the system cabinet to the building earth
ground. A protective earthing terminal is located on the rear of the equipment and must be
connected to earth. Use a 10 AWG (5.26 mm) ground conductor (green insulated wire with
one or more yellow stripes) wire to connect to this terminal. Install according to the applicable
national electrical codes.
Power supply (PG230 and PG230-RM only)
Caution:
The power supply cord is the main device for disconnection. Ensure that the socket outlet is
located or installed near the equipment and is easily accessible. Use a certified power supply cord
suitable for the country of installation. Ensure that the conductors are 16AWG (1.0 mm) or larger.

Circuit protection
Maximum 30A current protection required.
Telecommunications network
Warning:
High Touch Current. Earth connection is essential before making telecommunication network
connection.
Telephone wiring
• Use caution when installing or modifying telephone lines.
• Never install telephone wiring during an electrical storm.
• Never install telephone jacks in wet locations unless the jack is specifically designed for wet
locations.
• Never touch uninsulated telephone wires or terminals unless the telephone line has been
disconnected at the network interface.

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 Safety specifications

• Use 26AWG minimum telephone line cords for connection to the EUTC card.

Battery disposal
Warning:
The ENBC card contains a lithium battery clip. Dispose off this battery according to the
national regulations, or return it to the manufacturer for disposal.

Contacting support
To contact your Avaya representative for customer support:
• Call the customer support number provided by your Avaya representative if:
- You purchased your system from a third-party organization or partner
- Your installation is not in the United States, Canada, or the United Kingdom
• If your installation is in the United States and Canada, call the following Avaya Inc. support
number: (425) 885-7678 or (888) 782-3343
• If your installation is in Europe, the Middle East, or Asia, call the 24-hour support number:
+44 (0)1753 727272
• When you call , provide the following information to your customer support representative:
- Your site name.
- Your site number.
- The problem you encountered.
- Any questions you might have about the problem.

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Chapter 6: Security

Port utilization
For information about port utilization, see www.support.avaya.com/security.

Security specification
The following actions ensure that Avaya Proactive Contact is protected against cyber attacks:
• Using Secured Socket Communication Compliance, for example, SSL, SSH, SFTP.
• Discarding packets from outside entities.
• Displaying login details.
• Logging.
• Using Client-Server authentication, for example, SSL certificates, encrypted key generation.
• Practicing secured installation, upgrade and removal of product.
• Validating port matrix.
• Using enhanced password and lockout functionality.
• Restricting users as per the roles assigned.
• Restricting undocumented users.
• Ensuring that backup copies of files have permissions and format that is no less restrictive or
secure than the original file.
• Ensuring database security with authentication.
• Preventing high privilege level login.
• Ensuring logon banner display for unauthorized access.
• Ensuring secured, authenticated, encrypted, with integrity, method of product or feature
activation.
• Complying to SNMPv3 and SNMPv2.
• Denying service attacks.

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 Security specification

• Performing virus scanning.

• Performing vulnerability analysis by Nessus scan or by an equivalent security scanning
software.
• Using Enhanced Access Security Gateway (EASG) provides secure authentication and
auditing of all remote access into the maintenance ports.

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Chapter 7: Licensing requirements

Licensing requirements
The Avaya Product Licensing and Delivery System (PLDS) provides customers, Avaya Partners,
distributors, and Avaya Associates with tools for managing license entitlements and electronic
delivery of software and related license files. Using PLDS, you can perform operations such as
license activations, license upgrades, license moves, and software downloads.
Installation software packages for Avaya products are available as ISO files on PLDS. Users can
download the ISO images to a system, and choose to either burn a DVD for installation or transfer
the ISO file to the target server for installation. You can check PLDS to determine if a later service
pack or software release is available. If updates exist, see the appropriate upgrade procedures, or
contact Avaya, or contact the Avaya Partner Service representative.
When you place an order for a PLDS-licensed software product, the license entitlements on the
order are automatically created in PLDS. Once these license entitlements are created, you receive
an e-mail notification from PLDS. This e-mail notification includes a License Activation Code
(LAC). Using the LAC, you can quickly find and activate the newly purchased license entitlements
in PLDS. You can then download the license file.
Important:
You must provide the WebLM host ID to activate the license file in PLDS. The primary WebLM
host ID is the MAC address of a physical network interface card (NIC) on the server. You can
view the WebLM host ID in the WebLM Server Properties page.
Examples of license management tasks that you can perform in PLDS include:
• Adding more license entitlements to an existing activation.
• Upgrading a license file to a new major release.
• Moving license entitlement activations between license hosts.
• Regenerating a license file with a new host ID.

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Chapter 8: Resources

Documentation
The following table lists the documents related to Avaya Proactive Contact. Download the
documents from the Avaya Support website at http://support.avaya.com
Title Description Audience
Using Avaya Proactive Contact Provides detailed description of Agents of contact centers
Agent Avaya Proactive Contact Agent. and end users.
Using Avaya Proactive Contact Provides detailed description of the Supervisors of contact
Supervisor Avaya Proactive Contact Supervisor centers and end users.
suite of applications.
Planning for Avaya Proactive Provides detailed description of the Sales engineers, Avaya
Contact planning process of Avaya Proactive Professional Services, and
Contact. design engineers.
Maintaining and Troubleshooting Provides detailed information about Avaya Professional Services
Avaya Proactive Contact hardware and software maintenance and business partners.
of Avaya Proactive Contact.
Avaya Proactive Contact Safety and Provides information about safety Avaya Professional Services
Regulatory Information regulations. and end users.
Administering Avaya Proactive Provides detailed information about Administrators, design
Contact the operation of the Avaya Proactive engineers, and business
Contact system through a Linux- partners.
based menu.

Finding documents on the Avaya Support website

About this task
Use this procedure to find product documentation on the Avaya Support website.
Procedure
1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/.
2. At the top of the screen, enter your username and password and click Login.
3. Put your cursor over Support by Product.
4. Click Documents.

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Resources

5. In the Enter your Product Here search box, type the product name and then select the
product from the drop-down list.
6. If there is more than one release, select the appropriate release number from the Choose
Release drop-down list.
7. Use the Content Type filter on the left to select the type of document you are looking for,
or click Select All to see a list of all available documents.
For example, if you are looking for user guides, select User Guides in the Content Type
filter. Only documents in the selected category will appear in the list of documents.
8. Click Enter.

Training
The following courses are available on the Avaya Learning website at www.avaya-learning.com
Enter the course code in the Search field, and click Go to search for the course.
Course code Course title
1C00010W What's New with Proactive Contact 5.2
AVA00989H00 Avaya Proactive Contact 5.0 Basic System Supervisor
AVA00990H00 Avaya Proactive Contact 5.0 Advanced System Supervisor
AVA01013WEN Avaya Proactive Contact Solutions 5.0 Overview - Assessment

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
Avaya products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one
of the following actions:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.

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 Support

• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and

perform one of the following actions:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos
posted on the website.
Note:
Videos are not available for all products.

Support
Go to the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.

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Glossary

Access Security An authentication interface that protects the system administration,

Gateway maintenance ports, and logins associated with Avaya Aura®.

Agent Blending Agent Blending is a tool that integrates outbound calling activities on your
Avaya Proactive Contact system with inbound calling activities on your
ACD.

Analyst Avaya Proactive Contact Analyst generates call management reports with
job, agent, and system details based on the activities of Avaya Proactive
Contact.

Application A set of enhanced telephony APIs, protocols, and web services that are
Enablement Services available to developers. These capabilities support access to the powerful
(AES) call processing, media, and administrative features available in
Communication Manager.

Automatic Call A programmable feature at the contact center. Automatic Call Distribution
Distribution (ACD) handles and routes voice communications to queues and available
agents. ACD also provides management information that can be used to
determine the operational efficiency of the contact center.

Avaya Aura® A converged communications platform unifying media, modes, network,

devices, applications. Avaya Aura® is based on the SIP architecture with
Session Manager at the core.

Avaya Interactive A powerful voice-response system that may include automated call
Response routing, announcement storage, message retrieval, and callback. Avaya
®
Interactive Response was formerly called CONVERSANT .

Health Manager Using the Health Manager application, you can start and stop only the
Mid-Tier all services.

Hierarchy Manager Hierarchy Manager is a tool that helps you group and organize data.

Jobs A job contains all the information that Avaya Proactive Contact needs to
place phone calls to customers. A job integrates a calling list, phone
strategy, record selection, and other settings to place outbound calls and
receive inbound calls.

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 Monitor

Monitor Using the Monitor application, you can monitor real-time calling activities
in Avaya Proactive Contact, and also specify how to view real-time calling
activities.

PC Analysis Telnet PC Analysis Telnet is a tool that helps you to access the Linux-based PC
Analysis menus.

Role Editor Using Role Editor you can create and manage users and tenants, create
roles, and assign users to appropriate roles.

Schedule The Schedule feature provides the flexibility to automatically schedule

activities, create a new dialer activity, and view schedule reports. Avaya
Proactive Contact provides the ability to define and manage schedules.

Supervisor Using Avaya Proactive Contact Supervisor, you can perform system
monitoring and reporting of real-time and historical operations.

January 2019 Avaya Proactive Contact Overview and Specification 67

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Index
A displaying notification message
outbound job .................................................................16
ACP ..................................................................................... 30 display warning
administrator console unsuccessful agent transfers ........................................13
data connectivity ...........................................................31 documentation ..................................................................... 63
specifications ................................................................ 31
table placement ............................................................ 31
agent blending
E
displaying notification message ....................................16 EASG
Agent Monitor overview ....................................................................... 20
display warning for unsuccessful agent transfers .........13 Enhanced Access Security Gateway ...................................20
agent workstation enhancement
supported operating system ......................................... 33 Batch Campaign Update .............................................. 13
agent workstations BCU .............................................................................. 13
hardware requirements .................................................29 de_reject process ......................................................... 13
answer supervision .............................................................. 53 enhancements
audience .............................................................................. 63 Agent Monitor ............................................................... 13
Avaya PG230RM system cabinet .................................. 48, 49 environmental checklist ....................................................... 48
Avayatized RHEL Environmentally Friendly Use Period ...................................56
support for 6.9 version ..................................................15 environmental specifications ................................................49
external syslog server
B logging .......................................................................... 16

Battery disposal ................................................................... 59

browser
F
interoperability .............................................................. 35 features ................................................................................21
features 5.1.2
C accepting double-digit reason codes ............................ 15
Agent Monitor enhancement ........................................ 13
capacity ................................................................................38 Answer Supervision by job ........................................... 16
China ................................................................................... 55 BCU enhancement ....................................................... 13
Circuit protection ..................................................................58 browsers supported for IMON ...................................... 17
client applications configurable lockouts ....................................................13
maximum password length ...........................................14 de_reject process enhancement .................................. 13
collect_logs .......................................................................... 14 displaying notification message ....................................16
config_debug ....................................................................... 14 external syslog server support ......................................16
configure Java, WebLM and Tomcat upgrades ............................ 14
password lockout attempts ........................................... 13 log customization ..........................................................14
configuring manual dialing .............................................................. 14
Answer Supervision by job ........................................... 16 maximum password length ...........................................14
strong ciphers ............................................................... 17 music on hold ............................................................... 17
number of time zones supported increased to 150 ...... 14
OFCOM-72 hour rule compliance enhancement ..........15
D passing called party number for opt out calls to VDN ...17
database client connector ....................................................36 shadow jobs in the preview mode ................................ 17
databases strong ciphers ............................................................... 17
support ..........................................................................36 support for windows 8.1 ................................................18
de_reject process VIRT_PORT_TIMEOUT value reduced to 10 minutes . 15
handling of cancelled records .......................................13 virtualized server .......................................................... 17
deployment zip to zone .................................................................... 16
virtualized server .......................................................... 17 features 5.2
discretionary activities ..........................................................45 Avayatized RHEL 6.9 version supported ...................... 15
features list .......................................................................... 23

January 2019 Avaya Proactive Contact Overview and Specification 68

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 Index

G O
get_info ................................................................................ 14 office of communication ....................................................... 53
grounding .............................................................................58 Opt-out to VDN
TRANSID feature ..........................................................17
out of time zone phone support ........................................... 19
H
hardware requirements P
agent workstations ........................................................29
supervisor workstations ................................................ 28 ports .....................................................................................60
power supply PG230 and PG230-RM ................................. 58
preview mode
I shadow jobs ..................................................................17
IMON Proactive Contact
support for Firefox 31 ................................................... 17 hardware requirements .................................................30
support for Firefox 34 ................................................... 17
support for Internet Explorer 10 ....................................17 R
support for Internet Explorer 11 .................................... 17
increase number of time zones regulation Federal Communications Commission ............... 51
150 ................................................................................14 regulations ........................................................................... 55
interoperability ..................................................................... 28 related resources ................................................................. 63
browser .........................................................................35
S
J
safety and regulatory ........................................................... 50
java server
support ..........................................................................37 supported operating system ......................................... 32
Java upgrade to 7.x ............................................................. 14 soft dialer
accepting double-digit reason codes ............................ 15
Supervisor suite ................................................................... 45
L supervisor workstation
languages supported, supported languages ........................12 supported operating system ......................................... 32
logging supervisor workstations
customization ................................................................14 hardware requirements .................................................28
external syslog server ...................................................16 support .................................................................................65
acceptance of double-digit reason codes ..................... 15
Avayatized RHEL 6.9 version ....................................... 15
M databases ..................................................................... 36
external syslog server ...................................................16
maximum password length
java ............................................................................... 37
client applications ......................................................... 14
music on hold ............................................................... 17
mode
passing called party number for opt out calls to VDN ...17
manual dialing .............................................................. 14
passing numeric calling list fieldname for opt out calls to
Multitenancy .........................................................................18
VDN .............................................................................. 17
tomcat ...........................................................................37
N virtualized server .......................................................... 17
VMWare versions ......................................................... 36
network WebLM ......................................................................... 37
telecommunications ......................................................58 Windows 8.1 ................................................................. 18
new in this release ............................................................... 11 supported operating system
New in this release agent workstation ......................................................... 33
CSR3 ............................................................................ 16 supported operating systems
HP DL 360p G9 ............................................................ 16 server ............................................................................32
non-discretionary activities .................................................. 45 supervisor workstation ..................................................32
not supported
Windows XP ................................................................. 18

January 2019 Avaya Proactive Contact Overview and Specification 69

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Index

T
table of toxic substances ..................................................... 55
time zone dertermination
zip code ........................................................................ 16
tomcat
support ..........................................................................37
Tomcat upgrade to 7.x ......................................................... 14
traffic .................................................................................... 45
Traffic Estimator Tool ........................................................... 45
training ................................................................................. 64

V
value .................................................................................... 38
videos .................................................................................. 64
VIRT_PORT_TIMEOUT
value reduced to 10 minutes ........................................ 15
VMWare versions
support ..........................................................................36

W
WebLM
support ..........................................................................37
WebLM upgrade to 6.x .........................................................14
wiring
telephone ......................................................................58

January 2019 Avaya Proactive Contact Overview and Specification 70

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