Avaya-Related Software Services

Avaya Aura Communication & Contact Center as well as voice networking services ( PBX networking, Analog Trunking, SIP Trunking set up etc)
Automatic Call Distribution ( Call Center Elite software implementation with Vectoring & Skill Based routings)
Voice Over IP (VOIP), Session Initiation Protocol, Session Border Controller (SBC)
Server level configuration & management (Linux, Windows, AD, VM’s)
Provide specialized senior technical expertise in complex telephony technology related analysis and design, including adherence to any safety standards.
Architecture, analytics, development, configurion and integration of components, third-party products, tools, and solutions with the Avaya technology.
Perform analysis, design, configuration, and implementation support for our platform
Troubleshooting platform issues and drive exploration of options, recommending solutions and / or preparing discussion for escalation.
Develop required technical and test documentation and Document all results in appropriate repositories.
Assist with development and running of unit tests, end-to-end flow tests, and cross-browser testing
Support development coding best practices, standards and frameworks for implementation by junior team members.
Telephone Implementations (experience implementing Avaya Aura , Avaya Gateways and softphone front end)Demonstrated experience with planning and implementing telephony services and replacing telephony systems in Public Safety environment
VOIP deployments, data networks, SIP, Session border controller (SBC)
Implementing Telephony in a Contact Centre environment, knowledge of future NG911 technical requirements such as encryption, security etc
Technical vendor management, issues management, integration across the multiple vendor solutions such as voice recording,
Experience with Avaya contact centre Environment i.e ACD, CMS (call Management system), agent Id, expert agent selection, split skill, vector-VDN, skill, hunt group
SQL, linux ,windows 2016/19 server edition, encryptions TLS, SRTP , subnets, vlans, trusted/untrusted zones, DNS, VM(virtual Machines, hyper converge(HCI), IP, active directory (AD), NTP, VPN, remote desktop, PBX, PSTN
Telephony Implementations (experience implementing Avaya Aura and softphone front end)
Planning and implementing telephony services and replacing telephony systems in Public Safety environmentVOIP deployments, data networks, SIP, Session border controller (SBC)
Implementing Telephony in a Contact centre environment
NG911 technical requirements such as encryption, security etc

Avaya Aura Communication Manager Services

Platform migration services for Avaya Aura® Communication Manager 6.x onwards ( 8.1.x, 10.1.x) (Main, ESS and LSP solutions)
Data gathering, license activation, software implementation, testing and cutover support.
Software and programming, migration software, and configuration in Customer provided Virtualized platforms.
Configuration of digital trunks, analogue central office trunks media module SIP Trunking & SIP integrated applications connecting to PSTN service provider(s).
Firmware updates for Avaya G430/G450 gateways and/or Legacy G650 order cabinets including circuit packs and media modules.
Configuring Avaya Aura® Session and System Manager configurations
SMGR from high availability to geo-redundant configurations.
Avaya Session Border Controller configurations
Software upgrade services for Avaya SBCs, Session Border Controller for Enterprise (SBC) using customer-provided VMWare platform in a high-availability configurations
Avaya Call Management System services
Software version upgrade implementation for the Avaya Call Management System (CMS) for the latest R19 solution.
Data gathering and design review, basic software configuration, testing and cutover support.
Historical data migration for up to 8 automatic call distributor(s) (ACDs).
Deploy software interfaces and connectors.

Avaya Aura Application Enablement Services

Deployment & Configuration of Avaya Aura Application Enablement Services (AES) platforms in simple/duplex/high availability availability ( configuration, running on customer-provided VMWare.
TSAPI, DMCC, CVLAN, CTI configurations
Integration with Avaya Aura® Communication Manager (Main and ESS), application programming interfaces (API) interface & configurations.
Data gathering, license activation, software implementation and configuration, testing and First Day of Business support.
Migrate old Avaya Aura Application Enablement Services (AES) platform to latest software release, to run on customer-provided VMWare.
Configuration of Communication Manager platform to support integration to AES & AES to support integration to the Communication Manager platform.

Cloud CCaaS Migration services from Legacy Avaya Aura Communication Manager.

Avaya Aura to Cloud CCaaS & UcaaS migration services - End to end planning, design, development & implementation including project management.
Assist in Migration from Avaya Aura to NICE CXOne ( Omnichannel suppprt for all media, Migration of Call flows from Orchestration designer to InContact Studio, CXONE cloud configurations, Reports, POM migration to Personal connection, custom application migration - such as WFM, voice & screen recordings, CRM - Screen pops, Number porting etc.)
Assist in Migration from Avaya Aura to Genesys Cloud CX ( Migration of Call flows from Orchestration designer to Genesys Architect, Genesys Cloud administration & configurations, Reports, POM migration to Dialer, custom application migration - such as WFM, voice & screen recordings, CRM - Screen pops, Number porting etc.)
Assist in Migration from Avaya Aura to Amazon Connect (( Migration of Call flows from Orchestration designer to Contact Flows, AWS sevices and cloud administration & configurations, Reports, POM migration to Dialer, custom application migration - such as WFM, voice & screen recordings, CRM - Screen pops, Number porting etc.)
Assist in Migration from Avaya Aura to Five9

Avaya Experience Portal & Orchestration Designer Services

Upgrade services for the Avaya Aura® Experience Portal (AAEP) system, Including

Experience Portal Manager (EPM)

Media Processing Platform (MPP)

integration with the Session Manager system.

Software implementation, configuration, testing, go-live, and First Day of Business support.

Set up the Application server ( Tomcat/WebSphere/Others)

Install the Avaya Orchestration Designer run-time software.

Avaya Orchestration Designer development & finetuning services

Understand, and optimise existing flows

Design, re-design, and development from scratch applications.

Expertise in Java Spring framework, Hibernate, Rest APIs, and web services.

Avaya Callback Assist & Survey Assist services

Avaya Callback Assist gives callers greater control over their interactions by offering estimated wait time information and the option of having their calls returned.

Migrate current Avaya Callback Assist (CBA) system configuration..

Build SIP configuration environment, integrate with with Avaya Session Manager, Avaya Communication Manager and Avaya Contact Center Elite.

Migration of Historic data.

Avaya Survey Assist Application enables contact centers to present their callers with the ability to quickly and easily provide feedback. By using the web-based administration tool, an administrator can create surveys, deactivate surveys and run reports.

Software and Services are associated with upgrading the Avaya Survey Assist Application in a Cluster mode solution.

Avaya POM Proactive Outreach Manager services

Upgrade services for Proactive Outreach Manager (POM) system to the latest release 4.x beyond.

Deliverables include data gathering, license activation, software upgrade, testing, go-live and First Day of Business support. Services include:

Upgrade POM software to the latest software release

Pull-though existing configuration into the upgraded software

Install Postgres or configure connection to customer-provided Oracle/MS SQL, as applicable.

External DB design, configurations, fine tuning and best practices.

Extending the primary POM system with a secondary auxiliary system.

Remote go-live support.

Advanced Services for Presence, Messaging - Avaya

Deploy, test, and provide cutover Avaya Aura Presence Services system..
First day for business support for Avaya Breeze Snap-in environment in a Geo-Redundancy layout.
Implementation, configuration migration and testing of SIP Presence users.
Installation, configuration and implementation of Avaya IX Messaging on a single application server.
Consolidated server and users management.
Services include data migration from previous version, cutover support and first day of business support.

Advanced Services for Avaya - WSFE, WebRTC

Workspaces For Elite with WebRTC
Implementation services for Avaya Workspaces for Elite
Implement basic functionality, Breeze platforms, snap-ins and required components to run the solution.
Services include key milestones of planning and design, implementation, configuration, testing, cutover support as well as knowledge transfer.

Avaya Control Manager Related
Implemention of Avaya Control Manager (ACM) Enterprise Edition Stand-Alone System,
Services include planning and design, implementation and testing, basic knowledge transfer and first day of business support.

Avaya Aura Web Gateway for WebRTC
Implement an Avaya Aura Web Gateway (AAWG) solution.
Build Gateway to Aura sip cores for clients and applications utilising browser based WebRTC signaling and media.
Integration to Avaya Session Border Controller for external network access.

Avaya Aura Media Server for WebRTC
Professional Services integration for WebRTC
Professional services to adjust the CC environment settings (SBCE, SMGR-SM, WSFE, etc.) to activate the WebRTC service. Services include support for testing and going live to production.