What do you need to make CentreVu Internet Solutions work? 

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The following list summarizes the versions of Avaya-provided hardware and software required to create a contact center that exercises all media access types. Your unique configuration will determine exactly what hardware and software components you need.

• VoIP gateway�CentreVu Internet Solutions supports the following VoIP gateways (required if your contact center will use the Internet voice media type):

  • Internet Telephony Gateway (ITG)�Release 4.01. The ITG is used only in existing installations (prior to December 4, 2000).

  • Avaya IP600 Internet Protocol Communications Server

  • DEFINITY IP Solutions

• DEFINITY ECS�Generic 3 Release 6.3 or greater with the following features:

  • ASAI

  • LAN Gateway or MAPD with LAN Gateway software

  • Expert Agent Selection (EAS)

  • PRI trunking (if connecting to a VoIP gateway through ISDN-PRI)

• Internet Call Manager (ICM) software�Release 4.5

• CentreVu Computer-Telephony for Windows NT software (CentreVu CT)�Release 3.10 Version 3.0 or greater

• Message Care software (messaging component of CentreVu Internet Solutions)�Release 4.5

• CentreVu Call Management System (CMS) and CentreVu Supervisor�CentreVu CMS must be on a Sun platform which is LAN-connected

• Avaya Web Voice Client (WVC)�as the customer-side VoIP client in place of Microsoft NetMeeting (your contact center determines which voice client to use; both are supported by CentreVu Internet Solutions release 4.5, but a given contact center can only use one or the other).

• Avaya Voice Media Manager (VMM)�if your contact center uses the WVC, then you must also install the Avaya Voice Media Manager (VMM). The VMM can reside on the ICM server or on a standalone server (it must run on a standalone server if your contact center handles over 400 simultaneous Internet voice sessions). Should you install the VMM on a standalone server, follow the same hardware requirements as those for the ICM server.

• Tomcat 3.2 (distributed on the CVuIS ICC Software CD-ROM at no additional cost to you). You can also use Allaire JRun Versions 2.3.3, 3.0, or 3.01; however, you must purchase JRun separately from Allaire. JRun will not be supported in the next release of CentreVu Internet Solutions.

• For remote diagnostic access,pcANYWHERE Release 8 or greater

The following summarizes the versions of additional hardware and software that are required but not provided by Avaya. Your unique configuration will determine exactly what hardware and software components you need.

The following software and hardware is discussed:

For the messaging software, you need SQL-Server 7.0 with Service Pack 1 or SQL-Server 2000.

The Agent desktop requirements are as follows:

• PC with minimum 166 MHz Pentium II processor, 32 MB of RAM, and Network Interface Card (NIC), or a Sun workstation

• An operating system�Windows 95, 98, 98ME, NT 4.0 (with Service Pack 5 or greater), or 2000 for PC. Solaris 7 or 8 for a Sun workstation.

• An Internet browser with Java and JavaScript enabled�either Microsoft Internet Explorer 5.0 or greater or Netscape Navigator 4.06 or greater (except 6.0)

• Fax viewing software

• Virus checking software

NOTE: CentreVu Internet Solutions will not initiate a collaboration for customers using the Netscape Navigator 6.0 browser.

In order to take advantage of the Callback and collaborate feature, a customer must have the ability to receive a telephone call while remaining connected to the Internet. This ability could come in several forms, such as two telephone lines or one telephone line combined with a dedicated network connection.

Customers who do not wish to take advantage of Voice over IP require the following:

• Any computer platform capable of running a supported browser (including Mac OS 7.1 or above, Red Hat Linux 6.0 or 6.1, and Solaris).

• A supported Internet browser with Java enabled�either American Online (AOL) 4.0 or greater, Microsoft Internet Explorer 4.0 or greater, or Netscape Navigator 4.06 or greater (except 6.0)

• Internet connection with minimum 14.4 Kbps speed.

Customers who wish to take advantage of Voice over IP require the following:

• A PC with Intel Pentium-class processor, speakers, and sound card.

• A Windows operating system�either Windows 95, 98, 98ME, NT 4.0 (with Service pack 5 or greater), or 2000

• A supported Internet browser with Java enabled�either America Online (AOL) 4.0 or greater, Microsoft Internet Explorer 4.0 or greater, or Netscape Navigator 4.06 or greater (except 6.0)

• Internet connection with minimum 28.8 Kbps speed.

• A customer-side voice client�Avaya Web Voice Client or Microsoft NetMeeting 2.0 or greater (available from http://www.microsoft.com/netmeeting), depending upon which your contact center uses

Mail server for messaging

The mail server must be Post Office Protocol 3 (POP3)-compliant over a Transmission Control Protocol (TCP/IP) stack. To handle outgoing messages, the server must also be Simple Mail Transfer Protocol (SMTP)-compliant.

The ICM server software runs on either a PC or Sun configuration.

See the following table for the minimum requirements:

Requirements for the CentreVu CT, Message Care, and Agent Router server are as follows:

• 450 MHz Pentium II-based PC with at least 256MB of RAM, a CD-ROM drive, and two Network Interface Cards

• Windows NT 4.0 (with Service Pack 5) or Windows 2000 operating system with NTFS file system and Microsoft Internet Information Services (IIS) Version 4 (with Option Pack 4) or greater.

Important!

The messaging software and the Agent Router process can reside on the same server as the ICM software.

Do not install Active Desktop on the server on which Message Care will reside.

The Voice Media Manager (VMM) server acts as the H.323 proxy for the Avaya Web Voice Client (WVC), keeping the size of the WVC installed on the customer��s PC to a minimum. If your contact center uses Microsoft NetMeeting for the customer��s voice client, you do not need to install VMM.

When handling fewer than 400 simultaneous VoIP Internet sessions, the VMM server may be configured to run coresident on the ICM Server, either in a PC or Sun configuration, which meets or exceeds minimum ICM configuration requirements.

When handling over 400 simultaneous VoIP Internet sessions, the VMM must be configured to run on a separate server, either PC or Sun, which meets or exceeds the minimum VMM configuration requirements.

Minimum VMM PC configuration requirements are:

• Pentium II (class) processor (450 MHz) with 128MB of RAM and equipped with a CD-ROM drive and NIC

• A supported operating system

  • Microsoft Windows NT 4.0 with Service Pack 5 or greater

  • Microsoft Windows 2000 Server

  • Microsoft Windows 2000 Advanced Server

Minimum VMM Sun configuration requirements are:

• Sun Ultra 5 with 128MB of RAM and equipped with a CD-ROM drive and NIC

• A supported operating system

  • Solaris 7

  • Solaris 8