Avaya Control Manager Overview and Specification: Release 9.0 Issue 2 July 2020

Avaya Control Manager Overview and
Specification
Release 9.0
Issue 2
July 2020
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Contents
Chapter 1: Introduction............................................................................................................ 7
Purpose.................................................................................................................................. 7
Upgrade Advantage Preferred.................................................................................................. 7
Warranty................................................................................................................................. 7
Changes in this release........................................................................................................... 8
Chapter 2: Overview................................................................................................................. 9
About Avaya Control Manager.................................................................................................. 9
New in this release................................................................................................................ 15
Chapter 3: Features................................................................................................................ 17
Features............................................................................................................................... 17
Centralized management and administration........................................................................... 17
Role based permission engine................................................................................................ 20
Unified Communications administration................................................................................... 21
Unified Communication features....................................................................................... 21
Dialing plan management................................................................................................. 24
Messaging support.......................................................................................................... 24
Contact center administration................................................................................................. 25
Call Management System ............................................................................................... 25
Avaya IQ........................................................................................................................ 25
®
Avaya Aura Call Center Elite Multichannel....................................................................... 26
Avaya Interaction Center.................................................................................................. 26
®
Avaya Aura Contact Center............................................................................................ 26
Avaya Proactive Contact.................................................................................................. 28
®
Avaya Aura Workforce Optimization................................................................................ 28
®
Avaya one-X Agent........................................................................................................ 28
®
Avaya Oceana Solution.................................................................................................. 30
Templates............................................................................................................................. 31
Multiple location support........................................................................................................ 32
Multitenancy......................................................................................................................... 32
Dial plan specifications.......................................................................................................... 33
Conversation Sphere............................................................................................................. 33
Bulk Action portal.................................................................................................................. 34
Bulk skill assignment............................................................................................................. 35
User interface design............................................................................................................. 35
Localization support............................................................................................................... 37
Centralized license tracker (Enterprise only)............................................................................ 38
Support for SNMP messages................................................................................................. 38
Microsoft Active Directory integration (Enterprise only)............................................................. 39
Security Assertion Markup Language (SAML) authentication ................................................... 40
July 2020 4
Comments on this document? infodev@avaya.com
Contents
Schedule Server service........................................................................................................ 41

®
Control Manager API and SDK (Enterprise and Avaya Oceana Solution only)........................... 41
Control Manager API and SDK Notes............................................................................... 43
Visual Phone (Enterprise only)............................................................................................... 44
Reports portal....................................................................................................................... 46
Resource Management portal................................................................................................ 46
Profile Manager Wizard......................................................................................................... 47
Web Based Media Distribution Portal...................................................................................... 47
Role cloning.......................................................................................................................... 48
Audit Log.............................................................................................................................. 48
Cut-through to Communication Manager system administration terminal (SAT).......................... 49
Chapter 4: Interoperability..................................................................................................... 50
Product compatibility.............................................................................................................. 50
Software requirements........................................................................................................... 51
Supported operating system requirements......................................................................... 51
Supported database server software requirements............................................................. 53
Supported Microsoft Windows Server and Microsoft SQL Server combinations.................... 54
Supported client Web browser and client operating system software requirements .............. 55
Supported antivirus software............................................................................................ 55
Supported third-party software.......................................................................................... 55
Certificate requirements................................................................................................... 56
Java Runtime Environment requirements.......................................................................... 56
Virtualization support....................................................................................................... 56
Amazon Web Services support......................................................................................... 57
Transport Layer Security (TLS) support............................................................................. 57
Hardware and VMware requirement........................................................................................ 59
Optional load balancer server configuration....................................................................... 60
Microsoft SQL AlwaysOn server configuration................................................................... 61
All-in-One application and database server configuration.................................................... 62
Dual host server configuration.......................................................................................... 62
Supported endpoints............................................................................................................. 63
Chapter 5: Reference configurations.................................................................................... 65
About reference configurations............................................................................................... 65
Optional software load balancer application server configuration............................................... 66
Microsoft SQL AlwaysOn database server configuration........................................................... 69
Multiplex HA 2x2 default configuration — Dual application servers and Microsoft SQL
AlwaysOn database servers................................................................................................... 70
Multiplex HA 2x2 optional configuration — load balanced application servers and Microsoft
SQL AlwaysOn database servers........................................................................................... 71
Muliplex HA 1x2 configuration — single application server and Microsoft SQL AlwaysOn
database servers................................................................................................................... 72
Multiplex HA 2x1 configuration — load balanced application servers and single SQL database
server................................................................................................................................... 73
July 2020 5
Contents
Multiplex HA configurations for dual data centers..................................................................... 74

Legacy HA configurations...................................................................................................... 74
Reference configurations for Legacy HA deployments........................................................ 74
Deployment considerations for a single data center............................................................ 75
Deployment considerations in a dual data center or disaster recovery configuration.............. 76
Requirements for Legacy HA deployments........................................................................ 79
Deploying Control Manager using dedicated IP addresses.................................................. 80
About replication in a Legacy HA deployment.................................................................... 82
Switchover and Failover methods..................................................................................... 84
Reference configurations for xCaaS deployments.................................................................... 85
Chapter 6: Performance specifications................................................................................ 87
Capacity and scalability specification...................................................................................... 87
Chapter 7: Security................................................................................................................. 90
About security features of Control Manager............................................................................. 90
General Data Protection Regulation (GDPR)........................................................................... 90
Port assignments.................................................................................................................. 91
Permission engine features.................................................................................................... 91
Password Rules Management................................................................................................ 91
HTTP Strict Transport Security............................................................................................... 92
Chapter 8: Licensing requirements....................................................................................... 93
Licensing requirements.......................................................................................................... 93
License compliance and enforcement using WebLM................................................................ 93
WebLM-supported features for Control Manager................................................................ 93
WebLM license modes........................................................................................................... 96
Viewing WebLM licenses....................................................................................................... 98
Chapter 9: Resources........................................................................................................... 100
Documentation.................................................................................................................... 100
Finding documents on the Avaya Support website........................................................... 102
Accessing the port matrix document................................................................................ 102
Avaya Documentation Portal navigation.......................................................................... 103
Training.............................................................................................................................. 104
Viewing Avaya Mentor videos............................................................................................... 105
Support.............................................................................................................................. 105
Using the Avaya InSite Knowledge Base......................................................................... 105
July 2020 6
Chapter 1: Introduction
Purpose
This document describes the features, capabilities, product support, and specifications of Avaya
Control Manager. People who want to gain a high-level understanding of Control Manager
features, interoperability, and performance will find this document useful.
Upgrade Advantage Preferred

You must subscribe to Upgrade Advantage Preferred to receive major software upgrades when
they become available during your contract term. This offer provides investment protection for
your communications systems. Use it to reduce risks and costs, and meet business objectives by
staying up-to-date with the latest technologies in a predictable operating expense model. Upgrade
Advantage subscription includes:
• New and additional licenses
• Upgrading of base licenses
• Moving, merging, and un-parking of licenses
Warranty
For information about warranties for Avaya Control Manager, go to the Avaya support site at:
https://support.avaya.com/helpcenter/getGenericDetails?detailId=C20091120112456651010
July 2020 7
Introduction
Changes in this release
Issue Date Summary of changes

2 July 2020 Added an LDAP notes in Microsoft Active Directory integration
(Enterprise only) on page 39.
Added a note about removing the AWS support in Amazon Web
Service support on page 57.
Updated the Hardware and VMware requirements on page 59
section.
Updated the Supported operating system requirements on page 51
section.
Updated the Supported database server software requirements on
page 53 section.
Updated the Optional load balancer server configuration on
page 60 section.
Updated the Supported Microsoft Windows Server and Microsoft
SQL Server combinations on page 54 section.
Removed AWS reference from Documentation on page 100.
July 2020 8
Chapter 2: Overview
About Avaya Control Manager

Control Manager is an operational administration solution that administrators can use to control
key administrative elements across the Avaya Oceana® Solution, the Partner Cloud Powered by
Avaya xCaaS (xCaaS) Solution, and the Avaya Aura® Solution. Control Manager operates in both
Avaya-based contact center and Avaya Aura® unified communications environments.
With Control Manager, both technical and non-technical administration users can manage several
key day-to-day operations, such as agents, users, extensions, voice mails, and skills
administration, from a single web-based user interface. Administrators become more productive
as agent provisioning and skill assignments take a fraction of the time required earlier, maximizing
preparedness for customer interactions.
Control Manager is not intended to completely replace every Avaya product administration tool. It
mainly provides a single, user friendly centralized administration tool for users to administer key
day-to-day administration tasks across their complete Avaya-based environment.
Supported solutions
This document refers to the following solutions:
• Enterprise: The traditional deployment of Avaya unified communications and contact center
products for a single customer. Control Manager is a key administrative component for
deployments using Avaya products in this arena.
• Avaya Oceana® Solution: An Avaya solution that can operate within either the Enterprise or
xCaaS realm. For more information, see Avaya Oceana® Solution product documentation.
• xCaaS: A special deployment of unified communications or contact center deployments
where the Avaya products are used by more than one customer in a cloud arrangement. This
is also known as Service Provider.
Important:
In 9.0 release, only upgrade option is available to this solution.
Supported products
Control Manager supports the Avaya products and solutions as shown in the following table:
Product Supported in These Solutions
®
Avaya Oceana Solution xCaaS Enterprise
Avaya Agent for Desktop Supported Not supported Supported
Table continues…
July 2020 9
Overview

®
™
Avaya Analytics for Avaya Included Included NA
Oceana® Solution
Avaya Aura® Call Center Elite Included1 Included Included2
Avaya Aura® Call Center Elite Supported Not supported Supported
Multichannel
Avaya Call Management Supported Included Supported
System
Avaya Aura® Communication Included1 Included Included2
Manager
Avaya Aura® Contact Center3 Supported Not Supported Supported
Avaya Experience Portal Supported Not Supported Supported
Avaya Interaction Center Supported Not Supported Supported
Avaya IQ Supported Not Supported Supported
®
Avaya Oceana Solution Included Included NA
infrastructure
Avaya one-X® Agent H.323 Supported Not Supported Supported
Avaya Orchestration Supported Not Supported Supported
Designer4
Officelinx5 Supported2 Included Supported2
®
Avaya Aura Presence Supported2 Included Supported2
Services5
Avaya Proactive Contact Supported Not Supported Supported
®
Avaya Aura Session Supported2 Included Supported2
Manager5
Avaya Aura® System Manager Supported2 Included Supported2
Avaya Work Assignment Included Included Not supported
snap-in
Avaya Aura® Workforce Supported Not Supported Supported
Optimization (WFO)
Avaya IX™ Workspaces (for Included6 Not supported Included
Call Center Elite)
Table continues…
1 Limited entitlement with Avaya Oceana® Solution.

2 Included with a Communication Manager connector.
3 Control Manager administration is supported for standard Avaya Aura® Contact Center only, not Avaya Aura® Contact
Center with the Avaya Aura® Call Center Elite component.
4 Experience Portal Release 7.2 and Release 7.2.3 only supported combinations.
5 Integration is done using System Manager.
6 Entitlement with Avaya IX™ Workspaces (for Call Center Elite)
July 2020 10

®
™
Avaya IX Workspaces (for Included Included Not supported
Avaya Oceana® Solution)
Avaya Aura® Messaging Supported Not Supported Supported
Offers and entitlements

Control Manager is offered as an entitlement when bundled with solutions such as the Avaya
Oceana® Solution or xCaaS, or offered a-la-carte where there is a lot of flexibility in choosing the
capabilities that are needed to manage your Avaya environment.
Control Manager for Avaya Oceana® Solution and Avaya IX™ Workspaces (for Call
Center Elite)
• There is a tracking material code for Control Manager when accompanied by the Avaya
Oceana® Solution.
• Control Manager connectors bundled under this entitlement include Avaya Aura® core, Call
Center Elite, and Avaya Oceana® Solution. Other connectors must be purchased. Enabled
connectors can be combined with an existing Control Manager license, if owned by the
customer. The quantity of entitled concurrent users included must be linked to the quantity of
Avaya Oceana® Solution supervisors purchased in a one-to-one ratio.
• Neither the new Multiplex High Availability (HA), using the Microsoft SQL AlwaysOn feature
and the software load balancer, nor the Legacy HA features, are included in the entitlement.
• There will be a tracking material code for Control Manager when accompanied by Avaya IX™
Workspaces (for Call Center Elite), and will include Avaya Aura® core, Call Center Elite, and
Avaya IX™ Workspaces (for Call Center Elite) connectors, as well as an entitlement for 25
concurrent administrator logins.
Intent and limitations of the entitlements
Control Manager is provided as an entitlement to administer Avaya Oceana® Solution and Avaya
IX™ Workspaces (for Call Center Elite). Avaya Aura® core and Call Center Elite are prerequisites
for Avaya Oceana® Solution or Avaya IX™ Workspaces (for Call Center Elite) deployments. The
intent of this entitlement is that Avaya Oceana® Solution customers administering the Avaya
Oceana® Solution with Control Manager do not pay extra to administer Avaya Aura® core and Call
Center Elite systems associated with the Avaya Oceana® Solution deployment. Additional points
to this entitlement are as follows:
• The entitlement applies only to those Avaya Aura® core and Call Center Elite systems that
are part of the Avaya Oceana® Solution system.
• If there are Avaya Aura® core and Call Center Elite elements that have no relation to the
Avaya Oceana® Solution deployment for which this entitlement is intended, these elements
must not be administered using Control Manager purely on the basis of this entitlement. For
this scenario, procure the required Enterprise or a-la-carte connectors.
• For term subscriptions, if the Avaya Oceana® Solution subscription is not renewed at the end
of the term, the Avaya Aura® core and Call Center Elite elements associated with this Avaya
Oceana® Solution instance must no longer be administered by Control Manager on the basis
of the Control Manager Avaya Oceana® Solution connector entitlement alone. For this
scenario, procure the required Enterprise or a-la-carte connectors .
July 2020 11
Overview
Control Manager for Enterprise or a-la-carte

• At a minimum, one Communication Manager connector is required.
• The number of entitled concurrent administrative users is two (2). You can purchase
additional concurrent administrator licenses.
• The quantity of systems is no longer associated with connectors. If you purchase one
connector, you can use it to connect to one or more systems of the same type. For example,
purchasing a Communication Manager connector allows you to manage one or more
Communication Manager systems.
• Requirements for multiple Communication Manager and CMS material code and connectors
have been removed.
• Reduced the number of S8nXX connector material codes to a single material code in Control
Manager 8.0.x.
Control Manager for xCaaS
• There is a tracking material code for Control Manager when accompanied with xCaaS.
• Control Manager connectors bundled under this entitlement include Avaya Aura® core, Call
Center Elite, Avaya Aura® Call Center Elite Multichannel, CMS, Experience Portal, and Avaya
Oceana® Solution.
• No other connectors can be purchased because all of the connectors technically supported
with xCaaS are already part of the entitlement.
• The number of entitled concurrent users is 250, which is based on the maximum number of
tenants supported by a single xCaaS instance.
• High Availability (HA) is included in the entitlement when using a Dual Data Center. HA is not
used with a Single Data Center.
Deployment configurations
Control Manager is designed using a location-based architecture. Locations are virtual objects that
are created in Control Manager and are the core entity of the Control Manager environment.
Control Manager includes a number of key components that work together to provide a powerful
operational administration solution.
Enterprise
The key components for an Enterprise solution include those shown in the following diagram and
table:
July 2020 12
Component Description
1 Control Manager Performs the business logic and programming between the end user
Application Server interface and the database as well as providing the security engine for
Control Manager.
2 Control Manager Provisions components from Control Manager with the different Avaya
Provisioning Server applications. The provisioning server integrates Control Manager with the
different Avaya applications through the various supported connectors to
provision information across the environment.
3 Control Manager Stores the Control Manager system configuration.
Database
4 Control Manager Web Integrates the web services that developers use for the Control Manager
Services provisioning server to add, delete, or modify configurations from within the
Avaya environment.
5 Control Manager Web Provides the management interface for access to all the features of
Portal Control Manager. The Web portal is used in a variety of scenarios ranging
from product-specific managements to overall suite management.
6 Control Manager Integrates and manages the Avaya applications.
Connectors
xCaaS
The key components for an xCaaS solution include those shown in the following diagram and
table:
July 2020 13
Overview
1 Control Manager Performs the business logic and programming between the end user
Application Server interface and the database as well as providing the security engine for
Control Manager.
2 Control Manager Provisions components from Control Manager with the different Avaya
Provisioning Server applications. The provisioning server integrates Control Manager with the
different Avaya applications through the various supported connectors to
provision information across the environment.
3 Control Manager Stores the Control Manager system configuration.
Database
4 Control Manager Web Integrates the web services that developers use for the Control Manager
Services provisioning server to add, delete, or modify configurations from within the
Avaya environment.
5 Control Manager Web Provides the management interface for access to all the features of
Portal Control Manager. The Web portal is used in a variety of scenarios ranging
from product-specific managements to overall suite management.
6 Billing Database Provides billing services for service providers when using Control
Manager Billing. This database is not used with Usage Metering
Collection.
7 Control Manager Integrates and manages the Avaya applications
Connectors
July 2020 14
New in this release
New in this release

This section provides a list of the high-level features and enhancements for Avaya Control
Manager Release 9.0.
General and platform updates
• Support for Avaya Aura® Release 8.1
• Support for Avaya Aura® Communication Manager Release 8.1
• Support for Avaya Aura® System Manager Release 8.1
• Support for Avaya Aura® Messaging 7.1
• Support for CMS version 19
• Support for CMS version 17 or earlier removed
Note:
After upgrading to Avaya Control Manager 9.0 re-configure all configurations made for
CMS version 17 or earlier to CMS 18 or 19.
Avaya Oceana® Solution updates
• Support for Workspace Layouts
• Support for blind transfer for user
• Support for Disaster recovery to secondary Oceana and Avaya Aura® Communication
Manager systems
• Limited support for Arabic
• Async channel support
• Make configurable the behavior of dropping the Elite skills when converting an Elite agent to
Oceana.
• Additional e-mail configuration options
xCaaS updates
• The Control Manager Service Provider mode is no longer supported
• Upgrade support from the Control Manager Service Provider edition to the Control Manager
Enterprise Edition 9.0
Enterprise updates
• Supports the Sync SIP stations from Active Directory to Control Manager
• Supports the flexible field mapping for some fields from the Active Directory sync to Control
Manager
• Supports Avaya Agent for Desktop in the Control Manager License Tracker
• Supports Bulk import for Avaya one-X Agent permission fields
• Supports new API UpdateOneXAgentProfileDetails.
• Attribute field support for Avaya Aura® Communication Manager agents
July 2020 15
Overview
• CMS integration is rewritten for CMS 19.

Depending on your usage, bulk operations for CMS19 takes longer to complete.
Platform updates
• Adoption of PLDS and WebLM for standardized order fulfillment, license procurement,
compliance, and enforcement.
• Support for HSTS
• Support for McAfee Enterprise antivirus co-installed with Control Manager
• Root credentials are no longer required for CMS integration
• Elimination of limitations with the Multiplex HA, now at par with the Legacy HA
• Support for Microsoft Windows 2019
Solution, product, and feature support being deprecated from Control Manager
Support for the following Avaya solutions, products, or features have been or will be deprecated in
Release 9.0 or in future releases.
• Legacy HA support will be discontinued from July 31, 2021, or by end of manufacturer
support for Control Manager 9.0, whichever is earlier.
• Control Manager Service Provider mode has been completely removed. You either have one
edition or mode of Control Manager installation.
• Avaya Modular Messaging support has been removed.
• Simultaneous support for Single Sign-on (SSO) and non-SSO for one-X Agent Centralized
Management which was introduced in Control Manager 8.0.4 and deprecated in Control
Manager 8.1, is now discontinued in Control Manager 9.0.
• This is the last release supporting the Legacy HA based on the Microsoft SQL Server’s
transactional replication with updatable subscription. Going forward, the AlwaysOn HA is only
the database-level high availability option support that will be available with Control Manager.
• This is the last release to support Windows 2012, SQL Server 2012 and SQL Server 2014.
• Aura 6.3 support continues on exception basis only. It is already end of manufacturer
support. Any issues arising from Control Manager administering Aura 6.3 will be fixed on the
best-effort basis. The Aura 6.3 support is limited to Oceana customers only.
License management updates
• Web License Manager (WebLM) integration with Control Manager
Sphere search
Removed the documentation search from sphere search.
July 2020 16
Chapter 3: Features
Features
The following sections provide a brief description of the functionality of the features that Control
Manager provides in support for various Avaya products.
Control Manager provides:
• Centralized management and administration of all contact center applications.
• Personalized thin client application interface.
• Visual call flow designing and vector management.
• Role-based permissions and multi-tenancy support.
• Full Microsoft Active Directory integration with single sign-on (SSO) functionality (Enterprise
only).
Centralized management and administration

The following table provides an overview of the key administration tasks that Control Manager
provides for each of the Avaya products:
Avaya Product Administration Features Support
®
Avaya Aura Call Center Elite Managing Call Center Agents and Agent Skills Assignment
Managing Call Center Supervisors, Managers, Users and
Administrators
Managing Control Manager Objects related to the Contact Center
Control Manager Skills Management
VDN's Management
Holiday Tables Management
Announcement Management
Service Hours Management
Time of the day Tables Management
Table continues…
July 2020 17
Features

Policy Routing Tables Management
Vectors/Call Flows Management
Vector Routing Tables Management
Variables Management
VUSTATS Management
®
Avaya Aura Communication Extensions Management
Manager Off PBX Station Mapping Management
Off PBX Telephone Configuration Management
Coverage Path Groups Management
Coverage Answer Group Management
Coverage Time of the day Management
Coverage Remote Management
Hunt Groups management
Pickup Groups Management
Intercom Groups Management
Page Groups Management
Term-Ext Groups Management
Data Module Management
Abbreviated Dialing Plans Management
Abbreviated Dialing Personal Management
Abbreviated Dialing System Management
Abbreviated Dialing Enhanced Management
®
Avaya Aura System Manager / Users
Session Manager SIP Stations
®
Avaya Aura Messaging Create Subscriber
Manage Subscriber
Delete Subscriber
®
Avaya Aura Contact Center Create/Edit/Remove Agent
Create/Edit/Remove Supervisor
Create/Edit/Remove User
Add Agent/Supervisor/User using templates
Blending with Call Center Elite
Move Agent from Voice To Multimedia
Synchronize Agents and Skillsets from Avaya Aura® Contact Center
to Control Manager
Automatically Schedule Skill Changes
Table continues…
July 2020 18
Centralized management and administration

Avaya Interaction Center Create IC Skills
Control IC Skills
Control IC Agents
Control Elite Agents
Channel management Support
Address Book Management
Assign Agents to Voice/Multimedia
®
Avaya Aura Call Center Elite User Administration
Multichannel Agent Administration
Avaya Proactive Contact Manage Users
Manage Agents
Partitioning
Call Management System Add Agent
Change Agent
Delete Agent
Skills Management
VDN Management
Vectors
Permissions Management
User Access Rights
Create Agent Groups
Create Skill Profiles
Create VDN Profiles
Avaya Experience Portal (using an Experience Portal Dynamic Menus
SDK) Experience Portal Dynamic Prompts
Experience Portal DNIS Mapping
Schedule Changes in your Experience Portal Applications
Experience Portal Transfer Destinations
®
Avaya Aura Workforce Avaya Call Recorder
Optimization
• Create users
• Manage system settings
• Add extensions for recording
Table continues…
July 2020 19
Features

Workforce Management
• Add skills
• Add bulk skills
• Add virtual groups
• Add users
• Add roles to users
• Add agents
• Assign skills to agents
• Assign agents to agent groups
®
Avaya one-X Agent Template Management
Agent Management
Supervisor Management
Group Management
Hot-Desking
Contact List Management
Role Management
LDAP Integration
LDAP Provisioning
Central Management of Agents and Supervisors across all Avaya
systems
High Availability (HA) Support
VMware Deployment Option
Role based permission engine

Control Manager supports a role based permission engine that allows users to secure every single
feature, tab, field and button across the main Unified Communication and Contact Center
applications and systems.
The permission engine allows an administrator to assign roles that have access to a defined set of
Control Manager administrative functions. The administrator then assigns roles to a user or group
of users. The role permission assignments determine which objects can be viewed by the user or
supervisor and which actions can be performed for each application, thus restricting each user to
view only his team or group.
July 2020 20
Unified Communications administration
With Control Manager Permission engine, administrators can utilize the following across the
Avaya Aura® environment:
• A “tailor made” permissions engine that allows control of each aspect of the application.
• Set up multi-tenancy support.
• Flexibility to filter users, VDNs, and skills based on each one of the users permissions.

Control Manager supports multiple key administration capabilities of many Avaya Unified
Communication products including the following:
• Communication Manager
• Avaya Aura® System Manager
• Avaya Aura® Session Manager
• Avaya Aura® Messaging
Unified Communication features

Control Manager supports the following Unified Communications entities:
Unified Communication Entity Description
Extensions Management Control Manager allows for multiple Extensions setup and
configurations. Following are the key agent administration
capabilities:
• Provision Add/Change/Remove commands to the Communication
Manager through Control Manager user friendly User interface.
• Single point of administration for all of the extension management
features such as Messaging Systems Support, Release and
Busyout, and so on.
• Supports all Avaya Site Administration fields.
• Supports extension templates.
• Supports searching for objects.
• Provides permissions to add, delete, edit, and view extension
management.
• Includes a self-service Visual Phone interface for button
assignment, soft button assignment, password reset etc.
Table continues…
July 2020 21
Features

Off-PBX Station Mapping • Allow users to add, edit, and delete off-pbx-station-mappings.
Configuration
• The off-pbx-station-mapping feature is identical to the screen that
appears in the Control Manager.
Off-PBX Telephone Configuration • Allows users to add, edit, and delete off-pbx telephone
configurations.
• The off-pbx-station-mapping feature is identical to the screen that
appears in the Control Manager.
Hunt Groups Support • Supports searching for objects.
• Allow users to add, delete, edit, and view hunt groups.
• Assigns the object to a Control Manager location which can
partition the user’s environment.
Pickup Groups Configuration Allows users to manage the pickup group’s configurations.
• Supports Drill down capability to extensions management from the
Pickup Group tables with dynamic links.
• Allow users to add, delete, edit, and view pickup groups.
Intercom Groups Management Allows users to manage intercom group configurations.
• Allow users to add, delete, edit, and view intercom groups.
Page Groups Management Allows users to manage Page group’s configurations.
• Allow users to add, delete, edit, and view paging groups.
Term-Ext Groups Allows users to manage Term-Ext Groups configurations.
• Allow users to add, delete, edit, and view terminating extension
groups.
Table continues…
July 2020 22

Abbreviated Dialling Groups Allows users to manage Abbreviated Dialling Group configurations.
Management
• Allow users to add, delete, edit, and view abbreviated dialling
groups.
Abbreviated Dialling Personal Allows users to manage Abbreviated Dialling Personal
Management configurations.
• Allow users to add, delete, edit, and view abbreviated dialing
personal management.
Abbreviated Dialling System Allows users to manage Abbreviated Dialling System configurations
Management
system management.
Abbreviated Dialling Enhanced Allows users to manage Abbreviated Dialling Enhanced
Management configurations
enhanced management.
Service Hours Management • Supports searching for objects.
• Allow users to add, delete, edit, and view service hours
management.
Policy Routing Tables Management Allows users to manage Policy Routing Tables configurations. The
Policy Routing Tables is identical to the screen that appears in the
Control Manager.
• Allow users to, delete, edit, and view policy routing tables.
July 2020 23
Features
Dialing plan management

The Control Manager dialing plan allows users to manage the numbering logic of the environment.
Each Unified Communications object or contact center object is handled separately in the dialing
plan, and the management features can be enabled and disabled for each object. For each object
you can enter the start/end range for numbering. The dialing plan is assigned to the location to
support numbering ranges for Multi-tenant, Multi-site and Multi-Control Manager environments.
There are two types of dialing plans that can be used in the Control Manager environment.
Dialling Plan Description
In Range When this feature is enabled, each time a new object is created, the
system will check if the object number is within the range defined in the
location’s dialing plan. If the number is outside of the range, the user will
not be able to create the object
Range Management When this feature is enabled, the system handles assigning numbers
automatically for each new object, based on the location’s dialing plan.
Control Manager also enables the creation of multi-ranged dial plans per location. Users can
decide multiple ranges to any entity they wish to manage:
• User can create “Location A” and “Location B”.
• Decide that for “Location A”, extensions will be assigned from numbers 1-12, 3004-3009,
3011-3200.
• Decide that for “Location B”, extensions will be assigned from numbers 13-200, 3010,
3201-3300.
Multi-Range assignment is supported for all managed contact center entities and Unified
Communication entities.
Messaging support
Control Manager supports the following across Avaya’s Unified Communication Messaging
solutions to manage the key messaging features:
• One point of administration of all messaging features on the same extension configuration
screen.
• Create, manage, and delete messaging subscribers automatically through Control Manager
LDAP Integration.
July 2020 24
Contact center administration

Control Manager supports multiple key administration capabilities of many Avaya contact center
products:
• Avaya Aura® Communication Manager
• Call Management System
• Avaya IQ
• Avaya Aura® Call Center Elite Multichannel
• Avaya Interaction Center
• Avaya Aura® Contact Center
• Avaya Proactive Contact
• Avaya Experience Portal
• Avaya Aura® Workforce Optimization
• Avaya one-X® Agent Central Management
• Avaya Oceana® Solution
• Avaya Agent for Desktop
Call Management System

Control Manager supports Call Management System integration. It replaces the need to manually
update the CMS dictionary. It has the following capabilities.
• Every add/change/delete command of agents, Control Manager skill management, Control
Manager VDN management, and vectors is updated in CMS.
• Simple and easy Administration of CMS agent groups.
• Enables users and permissions management in CMS.
• The Control Manager security engine controls the CMS user access rights.
Avaya IQ
Control Manager supports Avaya IQ integration. It has the following capabilities.
• Simple and Easy Administration of Avaya IQ Groups.
• Enables User and permissions management in Avaya IQ.
• Role-based permission control the Avaya IQ user access rights
July 2020 25
Features
Avaya Aura® Call Center Elite Multichannel

Control Manager supports the following features of Call Center Elite Multichannel:
• Integrates with the Call Center Elite Multichannel configuration services.
• Central Web-based administration of users, agent configurations, and applications.
• Support Central Management of separate Call Center Elite Multichannel instances as one
“big” environment.
• Dictionary updates of the Call Center Elite Multichannel IDS database.
Avaya Interaction Center

Control Manager supports the following Interaction Center integration:
• Integrates with Interaction Center and enables agent management.
• Creates and controls Interaction Center skills including Bulk Skill Assignment.
• Controls your Interaction Center agents and Call Center Elite agents from one web based
interface.
• Supports Interaction Center Channel Management.
• Supports Address Book Management.
• Supports Agent Options.
• Assigns Agents to tasks loads and enables you to control Multimedia & Voice activities from
Control Manager.
Avaya Aura® Contact Center

Control Manager supports Avaya Aura® Contact Center integration with Avaya Aura® Call Center
Elite in the following ways:
• Administer Avaya Aura® Contact Center skillsets from the Control Manager user interface.
• Administer Avaya Aura® Contact Center Agent/Supervisor using templates.
• Administer skills for agents on daily, weekly, and monthly schedules using the Bulk Action
Portal.
• Synchronize agents and skillsets from Avaya Aura® Contact Center to the Control Manager
database.
Control Manager offers an easy to use user interface to create all the agents and users which will
be provisioned to Avaya Aura® Contact Center. All Avaya Aura® Contact Center features will be
presented in Control Manager user management screen.
July 2020 26
Creating a user or an agent in the Control Manager user interface is provisioned to all selected
systems including Control Manager for Avaya Aura® Call Center Elite
How Avaya Aura® Contact Center integrates with Control Manager

The following diagram and steps show the process for integrating Control Manager with Avaya
Aura® Contact Center:
1. Control Manager Web Interface sends a change skill request to the Windows Provisioning
Server service.
2. The Provisioning Server service receives the request and analyses the skill list. There are
Avaya Aura® Call Center Elite Skills and Avaya Aura® Contact Center Skills, so the
Provisioning Server service first updates Avaya Aura® Call Center Elite via the Control
Manager Library that is part of the provisioning process.
3. After a successful transaction (configurable, can work also in case of failure) the
provisioning process calls the Avaya Aura® Contact Center library that calls the Avaya
Aura® Contact Center middle tier web services directly from the Provisioning Server
service.
4. The Avaya Aura® Contact Center middle tier updates the Avaya Aura® Contact Center
“Environment”.
July 2020 27
Features
Avaya Proactive Contact

Control Manager supports integration with Avaya Proactive Contact providing the following
management functions:
• Centralized Management for Proactive Contact.
• Manage Proactive Contact Users and Agents from Control Manager.
• Enhanced Security and Permissions the enable partitioning of Proactive Contact
Avaya Aura® Workforce Optimization

Control Manager supports Avaya Aura® Workforce Optimization (WFO) integration allowing a
number of WFO administration features to be managed by Control Manager:
• Centralized Management for WFO.
• Manage WFO Users and Agents from Control Manager.
• Manage WFO Agent Skills Assignment.
Control Manager supports WFO Releases 12 and 15, including the Avaya Call Recording feature
and the Workforce Management (WFM) feature.
For the integration of Avaya Call Recording with Control Manager, you must do the integration
through the WFO integration configuration - Agent Synch Interface.
For the integration of WFO with Control Manager, you must first configure a batch folder in WFO
and Control Manager applications, configure the timer frequency of the batch operations, set a
location for the log file of WFO, create an extension number in WFO, and configure WFO from
Control Manager.
For detailed information about WFO integration, see Configuring Avaya Control Manager and
Using Avaya Control Manager to Administer Avaya Products.
Avaya one-X® Agent

Using Control Manager, you can manage the Avaya one-X® Agent client configurations. The
Avaya one-X® Agent feature within Control Manager can manage the following key administration
functions:
• Configuration server for client authentication
• Profile management
• Template management
• Contact history storage of all the users
July 2020 28
• Multiple client authentication modes support such as basic authentication, SSO, and mixed
• Hot-desking support
• Multiple domain support
• LDAP-based provisioning of users
Control Manager supports a tool for migration of data from the Avaya one-X® Agent Central
Management (CAM) database to the Control Manager Avaya one-X® Agent database. The
migration service is offered from Avaya Professional Services only. For more information about the
migration tool, contact Avaya Support.
Administration of Avaya one-X® Agent is part of the standard Control Manager offer and includes
the following components:
Central Management A database that stores the configuration of Avaya one-X® Agent clients.
Database
Configuration Service A web service that communicates with Avaya one-X® Agent clients for
authentication, and retrieving and storing client data.
Administration Portal A web portal for administrators to manage the profiles of Avaya one-X® Agent
clients and other administrative parameters.
Avaya one-X® Agent administration from Control Manager also supports the following features:
• When the Avaya one-X® Agent log file reaches a certain size, the system creates another log
file to store the log information. The system creates a new log file after every 24 hours.
• For the Avaya one-X® Agent users who changed their template during their logged on period,
Control Manager administration of Avaya one-X® Agentprovides an option to determine
whether to prevent overriding the template changes with the client side values in the user
profile.
• While creating a new Avaya one-X® Agent template, if you specify a template name which is
already assigned to another template, the system displays an error message.
Note:
If the Avaya one-X® Agent template already has a contact list, you cannot create your own
standalone contacts through Avaya one-X® Agent administration on Control Manager. In this
case, you can use the softphone and add the standalone contacts through the work log.
For detailed information about Avaya one-X® Agent administration on Control Manager, see
Administering Avaya one-X® Agent Using Avaya Control Manager.
How Control Manager integrates with Avaya one-X® Agent

The following diagram and steps show the process for integrating Control Manager with Avaya
one-X® Agent:
July 2020 29
Features
1. The Avaya one-X® Agent client sends an HTTP request to the centralized admin web
service layer.
Note:
The web services can be distributed across the 1-N servers.
2. Each web service accesses the Control Manager database with the user’s credentials.
3. The database layer retrieves the entire configuration of the desired Agent.
4. The Avaya one-X® Agent client receives the configuration data as an XML file generated
by the application layer.
Avaya Oceana® Solution

Control Manager supports the following Avaya Oceana® Solution administrative capabilities:
• Create, edit, and delete agents
• Create, edit, and delete Work Assignment attributes
• Configure Work Assignment channels and multiplicity per agent
• Assign Work Assignment attributes and proficiency to agent
July 2020 30
Templates
• Set agent supervisor

• Bulk updates of agent properties
• Configure system parameters
• Support up to 15 instances
• Support video-enabled agents
• Create, edit, and delete email templates
• Edit email settings
• Configure email signature settings
• Configure email deferral codes
• Add, edit, and delete Workspaces groups
• Assign Workspaces groups to users
• Create and configure thresholds for Avaya Analytics™
• Configure service and reserve level thresholds
• Configure Channel Exclusivity global settings
• Add users for Workspaces
• Add users for the supervisor reporting dashboard for Workspaces
• Assign reporting access to Workspaces users
• Configure agent timeout for the Avaya Oceana® Solution and Avaya IX™ Workspaces (for
Call Center Elite)
• Configure a default “Not Ready” reason code for the Avaya Oceana® Solution and Avaya IX™
Workspaces (for Call Center Elite)
• Configure Auto answer timeout for a provider
• Configure Auto answer for a user profile template
• Assign a user profile template with Auto answer to an agent
• Create routing service groups for Work Assignment
Support for the Avaya Oceana® Solution applies to both Enterprise and xCaaS configurations.
Templates
A Control Manager template is a predefined object configuration that can be used to create new
extensions, VDNs, skills, agents messaging users, Avaya Interaction Center users, Avaya Aura®
Contact Center users, and Avaya one-X® Agent users. Templates allow the administrator to
quickly and consistently administer objects on the Avaya systems. By default, the installation of
Control Manager software creates standard pre-defined templates for Communication Manager.
You can also create custom templates for new objects.
July 2020 31
Features
Multiple location support

Control Manager provides the ability to manage unlimited number of locations and Avaya systems
that can be linked into a single administration entity. The Control Manager location-based
administration provides the customer with the ability to manage everything based on a “location”
instead of using an approach that forces you to manage "IP address/system" schemas.
Every single call or contact center object that is managed in the Control Manager environment
(VDN, vector, skill, agent, extension and more) is assigned to a location and provisioned to the
relevant Avaya system based on that location from a single web interface that integrates to all the
Avaya Aura® Communication Manager systems within the environment.
Users who have permission to manage multiple locations in Control Manager can select from a list
of those locations to filter their interface to only display objects and information pertaining to the
selected location or locations.
Multitenancy
With the Control Manager Multitenancy feature, you can assign various objects, such as VDNs,
vectors, skills, agents, and more, to a tenant and provision them to the relevant Avaya system.
Assignation is based on the tenant’s administered location with Role Based Access Controls.
Multitenancy operates differently for different solutions.
For Enterprise deployments, Multitenancy depends on customer usage and expectations. For
example, with Multitenancy and RBAC, tenant boundaries are defined so that one tenant cannot
see the data of another tenant, if the system is properly configured. However, you cannot store
administration data in physically separate databases for each tenant.
For an xCaaS deployment, system transparency is maintained and customer privacy and security
is uncompromised. You can assign a user that is defined in Control Manager to specific tenants
that they can view, and this controls their ability to access the tenant-related objects. Consider the
following when using Multitenancy with xCaaS:
• An xCaaS instance is made up of the full lineup of products supported in the xCaaS
Reference Architecture.
• A single instance of the xCaaS solution supports a single customer, which is considered a
Dedicated Instance (DI), or Multiple customers, which is considered a Multi-tenant (MT)
Instance.
• A single MT instance can support up to 150 tenants.
• When using Usage Metering collection, Control Manager supports up to 15 xCaaS instances.
These instances can be a mix of DI and MT instances.
• A single xCaaS instance can support up to 4,000 concurrently logged-in agents or 20,000
extensions.
• For the overall capacities for Multitenancy, see Capacity and scalability specification on
page 87.
July 2020 32
Dial plan specifications
Control Manager also supports the CMS Multitenancy feature for both Enterprise and xCaaS
deployments. You can assign users to different CMS tenants.
Dial plan specifications

Different locations
Use the same Dial Plans in different Control Manager locations where different Communication
Manager systems are located is allowed and valid. The example below shows how you can assign
the same set of agent extensions and VDNs across two different locations.
Locations Agent Numbering VDN Numbering
1 1000 to 1500 2000 to 2100
2 1000 to 1500 2000 to 2100
Same location
The ability to assign the same numbering to different entities is supported within the same
location.
Note:
“Next Available Number” functionality cannot be used within a single location if you want to
assign the same numbering to different entities.
The following table represents a valid dial plan even though there is overlapping numbering for
different objects, as long as “Next Available Number” is not used:
Location Agent Numbering VDN Numbering
1 1000 to 1500 1000 to 2000
If there is a requirement to use the “Next Available Number” functionality, unique numbering must
be used.
Location Agent Numbering VDN Numbering Notes
1 1000 to 1500 1000 to 2000 This is not valid
1 1000 to 1500 1501 to 2000 This is valid
Conversation Sphere
Control Manager Conversation Sphere is a Web-based designer studio that enables the users to
design processes within Control Manager. With Control Manager Conversation Sphere, users can
use a single flow to create the entire routing cycle between Experience Portal applications
(Enterprise only), Communication Manager vectors, and more.
July 2020 33
Features
Conversation Sphere allows a user to do the following:

• Openly design any conversation and connect multiple Avaya designing environments in one
screen
• Access conversations based Control Manager permissions
• Import/export conversations
• Validate vectors
• Save draft conversations before uploading the conversation to the system
• Manage multiple versions of a conversation
• Fully document conversation steps
• Synchronize vectors and VDNs from Communication Manager
For further information, see Using Avaya Control Manager Conversation Sphere.
Bulk Action portal

The Bulk Action portal enables users manage multiple change actions in addition to the single
change mechanism already available. This simplifies and speeds up implementation of multiple
changes for the management users. The feature supports bulk add, bulk edit, and bulk delete
entities across the following Avaya products:
• Avaya Aura® Call Center Elite
• Avaya Aura® System Manager
• Avaya Call Management System (CMS)
The Bulk Action portal supports changes to the following entities:
• User provisioning
• Agent provisioning
• Extensions
• Subscribers
• VDNs
• Skills
July 2020 34
Bulk skill assignment
• Dial plan range

The completion time of bulk changes depends upon the number of changes and the specific
applications involved. The following table provides some guidance on execution timing but timing
maybe shorter or longer depending on factors such as network latency.
Product Approximate Change Time
Communication Manager The first connection from the bulk action is 2 seconds plus 300 ms per
second
Avaya Aura® Messaging The first connection from the bulk action is 2 seconds plus 500 ms per
second
Avaya Aura® Contact Center The first connection from the bulk action is 2 seconds plus 1 second per
second
Avaya Interaction Center The first connection from the bulk action is 2 seconds plus 1 second per
second
Avaya Aura® System Manager The first connection from the bulk action is 2 seconds plus 1.5 seconds
per second
CMS agents, VDNs, skills The first connection from the bulk action is 2 seconds plus 500 ms per
second
CMS users The first connection from the bulk action is 2 seconds plus 2 seconds per
second
Bulk skill assignment

Bulk skill assignment is a unique self-service feature in Control Manager that enables users to
access an efficient process to create a one-time skill assignment command to multiple Agents.
• Users, Supervisors and Administrators can view only specific Agents according to their
permissions.
• Bulk skill assignment is supported by the Control Manager Schedule Server service.
• The bulk skill provisioning supports systems such as Avaya Aura® Call Center Elite, Avaya
Aura® Contact Center, Interaction Center, Avaya Aura® Call Center Elite Multichannel, and
Avaya Aura® Workforce Optimization.
User interface design

Control Manager development continues to make improvements to the user experience by
introducing updates to the user interface based on the Windows Store design found with products
starting with Microsoft Windows 8. This interface is light and quick. It provides a more intuitive user
experience by saving time and effort in operational administration updates, simplifying the overall
configuration process. This new interface uses “Tiles” to group different entities within Control
July 2020 35
Features
Manager. For this release, the following Control Manager portals and screens have been
enhanced to support HTML 5 design:
• Configuration
• Media
• Bulk Action
• Reporting
• Role management Permissions tab
• License tracker
• Conversation Sphere
• Schedule
Also included is a Tile Pinning feature that users can use to create a shortcut to any Control
Manager portal, screen, and function. This is a powerful personalization feature providing faster
access and execution.
You can use the Location feature to filter one or more locations so that the system displays
information related only to the selected locations.
The following illustration shows the main components of the current Control Manager interface:
Call-out Component Name Description

1 Tiles For navigation between Control Manager screens.
2 Search box To quickly navigate and search for information. This
search box can be used instead of the tile for
navigation. It appears at the top of the screen.
Table continues…
July 2020 36
Localization support
Call-out Component Name Description

3 Breadcrumb To see the last screens that the user navigated. By
clicking on a breadcrumb link, the user can toggle
between screens.
4 PIN To create a shortcut of the existing page. The
shortcut is created as a tile.
5 Personalization To control numerous personalized parameters
within their environment
6 Location Filter To select a specific location or locations to view.
Localization support
The Control Manager “tile design” user interface screens are supported for the following
languages:
• Simplified Chinese
• Traditional Chinese
• English
• French
• German
• Italian
• Japanese
• Korean
• Brazilian Portuguese
• Russian
• Latin American Spanish
The Control Manager software supports the following Windows operating systems:
• English
• German
• Japanese
Microsoft SQL Server database collation is supported for all supported user interface languages.
Control Manager has been tested with the following SQL Server level collation settings:
• English (SQL_Latin1_General_CP1_CI_AS)
• German (Latin1_General_CI_AS)
• Japanese (Japanese_CI_AS)
July 2020 37
Features
Centralized license tracker (Enterprise only)

Control Manager license tracking captures the license usage across systems that are part of the
Avaya environment. The service provides the following capabilities:
• Centralized view to capture license usage including historical tracking across those systems
that have been integrated with Control Manager.
• Real-time license usage monitoring
• Sends proactive alerts (notifications) on license usage/peaks so that you can be alerted of
the potential need to buy more as you get close to your currently used quantity.
• Enables tracking of trunks and capacity measurements to better analyze the overall traffic
and its impact to the overall solution.
Note:
The Avaya Aura® Contact Center application cannot currently be tracked as all licenses are
not tracked on PLDS.
The following is an example of the license tracker dashboard.
For further information about the Control Manager Centralized License Tracker tool, see Using
Avaya Control Manager Central License and Traffic Tracker.
Support for SNMP messages

Control Manager provides SNMP support with a notification service to send SNMP traps/alarms to
one or more IP addresses configured as the destination addresses of the SNMP Manager.
July 2020 38
Microsoft Active Directory integration (Enterprise only)
The SNMP Manager support can be implemented only when:

• The following components are operational:
- Control Manager Database
- Apache Tomcat
- Control Manager Notification Service
• The user running the SNMP monitored service has read/write permissions to the service’s
folder.
• SNMP Manager is configured in Configuration Portal.
For detailed information about Control Manager SNMP support, see Avaya Control Manager
Events, Alarms, and Errors Reference.
Microsoft Active Directory integration (Enterprise only)

The Control Manager LDAP integration capability allows administrators to configure Control
Manager to work with the Microsoft Active Directory version used on the Windows Server
software. Users from Active Directory can be automatically synchronized to Control Manager and
all relevant Avaya systems with their permissions including SSO (Single Sign-On) authentication.
Important:
The LDAP support in Control Manager is limited to Microsoft Windows Active Directory only.
The following features are enabled through Active Directory Provisioning:
• User Management – Manage user records and their permissions across the different
applications that Control Manager integrates with.
• Agent Management – Provision Agents into Communication Manager and related systems.
• Extension Management – Provision extensions into the Communication Manager based on
Control Manager Templates.
• Messaging Subscribers – Provision Messaging Subscribers into the Avaya Aura® Messaging
system based on templates.
• Synchronization – Support synchronization of users and agents from Microsoft Active
Directory so that users and agents are reflected in associated Control Manager and
Communication Manager systems.
Control Manager Integration to Active Directory is done through Active Directory Group Mapping
to the Control Manager object. Each Control Manager role can be mapped to a specific Active
Group and the group mapping between the Control Manager Roles and the Active Directory group
enables administrators to provision Users from Active directory directly into Control Manager and
all of the relevant Avaya systems within the environment.
July 2020 39
Features
Within Control Manager each Extension Template can mapped to an Active Directory group. This
mapping enables the administration of extensions into the Communication Manager directly from
Active Directory.
Active Directory integration also enables the provisioning of Users/Agents into a specific part of an
organizational chart. This is achieved by mapping a specific Control Manager team to an Active
Directory group to facilitate the provisioning. Based on the mapping between an Active Directory
group and a Control Manager team, the Windows Provisioning Server service is able to provision
a user by the following means.
• Assigning the User to a team in the Control Manager Organization Chart.
• Provisioning the User to the relevant Avaya systems based on the assigned Location (the
Control Manager Team is assigned to a Control Manager Location Based Architecture in the
Control Manager Organization Chart).
Security Assertion Markup Language (SAML)

authentication
Control Manager supports Single Sign-on (SSO) using the SAML 2.0 protocol, including the
following SAML providers:
• OpenAM Version 11.0
• WSO2 IS Version 5.0.0
Control Manager supports SAML 2.0 with the HTTP-POST binding. If you use SSO, you can have
only one authentication method, that is, you can use SSO either with LDAP or with SAML.
With SSO authentication, you can browse to any Control Manager portal using a single log on.
You do not need to log on to different portals separately. The SAML Identity Provider that you
configure in Control Manager authenticates all user names and passwords.
July 2020 40
Schedule Server service
To configure SAML authentication, you must enable SAML at the system level, define a SAML
Identity Provider server and the rules for connecting the Identity Provider, and configure Control
Manager users to use the SAML authentication type.
When you enable and configure SSO with SAML on Control Manager, you must use a specific
Web URL to connect to the Control Manager portal.
Using SAML for SSO is an advanced security function. Therefore, for the configuration, you must
have a good working knowledge of:
• Configuration and maintenance procedures of your Identity Provider server.
• Concepts of Security certificate.
• Use and management of Security certificate on the Windows and Identity Provider server
operating systems.
For detailed information about configuring Control Manager to support SAML SSO authentication,
see Configuring Avaya Control Manager.
Schedule Server service

The Schedule Server service is a feature that allows users to schedule administrative tasks. The
tasks you can schedule are any administrative action that Control Manager supports. It provides
the ability to schedule administrative tasks on a daily, weekly, and monthly time frame.
There are two different types of scheduled tasks within Control Manager:
Scheduled Tasks Description
Delayed Save Actions Control Manager enables users to delay a save action from the Control
Manager user interface. In every system screen there are two different
save icons.
• Standard Save button - for immediate execution.
• Delayed Save button - for scheduled execution.
Bulk Jobs Control Manager enables users to set up bulk administrative jobs to be
run on a set schedule.
For more information on bulk jobs, see Bulk Action portal on page 34.
Control Manager API and SDK (Enterprise and Avaya

Oceana® Solution only)
The Control Manager SOAP API is a set of web services that enable developers to integrate to the
Windows Provisioning Server service to add, delete, or modify configurations in the Avaya
environment.
July 2020 41
Features
The Control Manager SOAP API was designed as an integral part of the Control Manager
Architecture and enables the management of users, agents, extensions, skills management, and
other key entities across the Avaya environment.
The Control Manager REST API (Web API) provides additional features to the Control Manager UI
that interacts with Control Manager. The REST API is an HTTP-based RESTful OData API that is
used to query, create, update, and delete data.
For more information about the SOAP API, see Using the Avaya Control Manager SOAP API. For
more information about the REST API, see Using the Avaya Control Manager REST API.
The Control Manager application server provides external system integration capabilities:
• Almost any system can be integrated to Control Manager.
• Standard SOAP or REST integration provides quick implementation.
• Managed integration from the Control Manager UI.
• Integration samples include Non-Avaya WFM systems and Recording systems.
Control Manager API also supports the use of Control Manager templates and profiles which you
can use to:
• Create an agent with the “default” settings including Control Manager Skills Management and
skill levels.
• Simplify the API usage by reducing the number of parameters to just 1.
The following is an example of the Control Manager API flow:
• The external application calls the Control Manager Web Services API.
July 2020 42
Control Manager API and SDK (Enterprise and Avaya Oceana® Solution only)
• Authentication process. Every request that goes through the Control Manager API must use
a Control Manager user name and password for authentication. All the Control Manager roles
and permissions are also enforced on the API. So if your API user does not have permissions
to perform a certain operation, the user is rejected.
• If the authentication was successful, the request arrives at the application server.
• The application server transforms the request into the Windows Provisioning Server service
format.
• The Windows Provisioning Server service provisions the information into the relevant Avaya
systems.
• After the Windows Provisioning Server service successfully updates the integrated Avaya
systems, the Control Manager database is updated with the configuration change.
Control Manager API and SDK Notes

Developers wanting to integrate with Control Manager can write their own custom code in any
programming language to send administration requests to Control Manager over the REST or
SOAP API.
The Control Manager API includes a sample application. The sample application covers the
following administration features:
• Adding a new user
• Updating a user
• Deleting a user
• Adding an agent
• Updating an agent
• Deleting an agent
• Adding an Extension
• Updating an Extension
• Deleting an Extension
• Retrieving a list of users
• Retrieving a list of agents
• Retrieving a list of extensions
• Adding an application and a role to a user
• Retrieving a list of skills assigned to an agent
• Updating agent skills
July 2020 43
Features
API Integration Examples Description

Identity Management Requirement is to provision every new extension
that is created into a 3rd party application; for
example, MindCTI call accounting system:
• The customer develops a custom code that
provisions an extension into the MindCTI call
accounting system.
• Control Manager is configured to send every add/
change/delete command of an Extension to the
custom connector
3rd Party Call Recording Requirement is to provision every new contact
center agent that is created into a Nice recording
system
• The customer develops a custom code that uses
the NICE API to provision new agents.
• Control Manager was configured to send every
add/change/delete command of an agent to the
custom connector.
• As a result Control Manager was integrated to 3rd
party Call Recording solution and provisions
Agents
For further information about the Control Manager API, see Using the Avaya Control Manager
SOAP API and Using the Avaya Control Manager REST API.
Visual Phone (Enterprise only)

Control Manager Visual Phone is a self-service web based application that enables users,
supervisors, and contact center agents to manage their own phone features from a graphical user
interface. See the following example of the user interface:
July 2020 44
Visual Phone (Enterprise only)
The Visual Phone application includes:

• Drag and drop interface.
• Phone button assignment management.
• Password reset.
• Permissions support to secure only specific button assignments.
• Supports SSO login.
• Supports the following endpoints:
1603 6408+ 9630SIP
1608 6408D 9640
1616 9608 9640SIP
Table continues…
July 2020 45
Features
2410 9608SIP 9641SIP

2420 9611 9650
4610 9611SIP 9650SIP
4612 9620 H229
4620 9620SIP H239
4621 9621 H249
4622 9621SIP
4624 9630
Reports portal
Control Manager has a new Reports portal that provides a user the ability to create administrative
reports based content that are stored within the Control Manager database. The reporting portal
provides the following key capabilities:
• Users can create and customize administrative reports utilizing “drag and drop” report
creation mechanisms.
• Users can save personal reports, share reports or create permissions to view.
• Reports can be grouped by; Sorted and Data can be summarized.
• Reports support both CSV and HTML formats
The Control Manager administrative reports include information such as:
• Users
• Roles and permissions
• Organizational structure
• Extensions
• Skills
• VDNs
Resource Management portal

The Resource Management portal allows a user to perform a variety of tasks such as reserving an
Avaya ID for a certain object ID when that object is deleted, administering templates,
administering dial plans, and so on. The ID is locked for a defined period and cannot be used until
after that period or until it has been manually unlocked.
July 2020 46
Profile Manager Wizard
Profile Manager Wizard

The Profile Manager Wizard allows management users to automate the on-boarding of new users
by utilizing pre-defined user profile templates. With this new Profile Manager Wizard, super-users
can create, modify and delete lower level user profiles offering a significant saving in time.
In addition to the existing supported templates for extensions, VDNs, agents and messaging, this
release of Control Manager introduces the following new templates to support the Profile Manager
Wizard:
• Extension
• VDN
• Skill
• Agent
• Messaging
• SIP
• Avaya Aura® Contact Center User Template
• Avaya Interaction Center User Template
• Avaya one-X® Agent Templates
A profile can be a combination of many variables including the following:
• Contact Center Properties, for example, agent configurations
• Contact Center Applications, for example, Avaya Aura® Call Center Elite Multichannel, CMS,
and others
• Unified Communication Properties – Stations, messaging subscribers, SIP user, etc.
The Profile Manager Wizard allows users to make the following changes.
• Add a new profile
• Edit an existing profile
• Delete a profile
• Search for a profile
• Clear search results
Web Based Media Distribution Portal

The Media Distribution Portal provides the ability to centrally manage WAV media files and
distribute the files across various Unified Communication and Contact Center applications that are
part of the Avaya Aura® Contact Center solution. A single media file can be distributed to multiple
applications/products within the Avaya environment
July 2020 47
Features
The following file transfer protocols are supported:

• FTP
• SFTP
• HTTP
• Samba
• TFTP
• Custom web service
All key activities within the Media Portal are fully audited by Control Manager.
File Type Maximum File Size
MP3 20 MB
WAV 20 MB
Role cloning
Control Manager provides the ability to copy, modify and reuse existing roles saving considerable
time by removing the need to create a completely new role each time one is required.
Audit Log
With Audit Logging, changes within the Avaya environment get logged into an audit log table so
the entire change history of the environment is available for review.
There are three types of Audit Logs that are managed by Control Manager:
• System Audit Log – tracks all changes that are done on different entities within the system
including changes that are done directly within Communication Manager (through SAT).
• Control Manager Admin changes – shows changes that are done to administrative data
within Control Manager (Configuration section).
• Control Manager List History – shows all of the commands that have been run on the
Communication Manager system. Control Manager uses List History to get details about any
changes made directly on the Communication Manager system.
Users access the Audit Logs using the Audit Log Portal and every change that was made in the
environment will be shown in the audit log. The main audit log page displays the audited objects,
location, user that performed the change, and the time/date of the change.
July 2020 48
Cut-through to Communication Manager system administration terminal (SAT)
Cut-through to Communication Manager system

administration terminal (SAT)
Control Manager provides an option that allows you to access administration on a Communication
Manager system through a SAT terminal emulation screen. With this option, you can administer all
devices which include a cut-through to a SAT terminal session without opening a separate SAT
session window for each device. To use this feature, you must create a dedicated user in Control
Manager.
For detailed information about accessing a Communication Manager system through a SAT
terminal emulation screen, see Using Avaya Control Manager to Administer Avaya Products.
July 2020 49
Chapter 4: Interoperability
Product compatibility
For the latest Control Manager compatibility matrix, go to the following link on Avaya Support:
https://secureservices.avaya.com/compatibility-matrix/menus/product.xhtml?name=Control
+Manager
When to use Control Manager vs. System Manager
Avaya has established the following guidelines for when to use Control Manager and when to use
System Manager:
• In the Avaya Oceana® Solution, System Manager will be the platform for initial deployment of
Avaya Oceana® Solution components. Control Manager will be the platform for administration
of day-to-day contact center operations.
• In an xCaaS solution, Control Manager will be layered on top of System Manager to manage
the overall xCaaS environment.
• Use System Manager for Team Engagement (Unified Communications) solutions.
Communication Manager must be a managed element of the associated System Manager
deployment.
• Use Control Manager as an overlay to System Manager to manage Customer Engagement
(Contact Center) and agent management.
The following is a summary of the management usage, and whether the management solution is
mandatory or optional:
Usage Administration approach Comments
®
Avaya Oceana Solution Control Manager and System Both Control Manager and System
deployments Manager (both mandatory) Manager are always included in the
solution.
xCaaS deployments Control Manager and System Both Control Manager and System
Manager (both mandatory) Manager are always included in the
solution.
Table continues…
July 2020 50
Software requirements
Usage Administration approach Comments

Enterprise deployments with System Manager mandatory With Avaya Aura® 7.x, System
Avaya Aura® Release 7.x Manager 7.x is a mandatory
and 8.x solution element
With Avaya Aura® 8.x, System
Manager 8.x is a mandatory
solution element
Enterprise deployments with System Manager (optional)
Avaya Aura® Release 6.x
System Manager (mandatory with
Session Manager, Avaya Breeze®
platformBreeze, and Presence
Services)
Contact Center deployments Control Manager (optional) and Traditional Call Center Elitestack
with Call Center Elite and System Manager (mandatory) (with or without Call Center Elite
Avaya Aura® Release 7.x Multichannel, CMS, Avaya one-X®
and 8.x Agent, WFO, Experience Portal,
and Proactive Contact).
System Manager is required with
Avaya Aura® 7.x and 8.x.
Contact Center deployments Control Manager (optional) and Traditional Call Center Elitestack
for TDM/H.323 deployments System Manager (optional) and (with or without Call Center Elite
with Call Center Elite and System Manager (mandatory with Multichannel, CMS, Avaya one-X®
Avaya Aura® Release 6.x or Session Manager, Avaya Breeze® Agent, WFO, Experience Portal,
earlier platformBreeze, and Presence and Proactive Contact).
Services)
Supported operating system requirements

Install any one of the following Microsoft Windows Server on all Control Manager instance in the
deployment:
• Microsoft Windows Server 2019 Standard or Datacenter Edition
For Microsoft Windows Server and Microsoft SQL Server combinations, see Supported Microsoft
Windows Server and Microsoft SQL Server combinations on page 54.
Control Manager supports English, German, and Japanese Microsoft Windows Server operating
system installations.
July 2020 51
Interoperability
Related links
Operating system considerations on page 52
Operating system considerations

Host names in server hosts file
You should add the host name and FQDN of every Control Manager server and adjunct integrated
as part of the deployment to the hosts file of every Control Manager server. If you do this and
DNS fails, the servers and adjuncts can still communicate with each other using the host name
entered during installation.
IPv4 and IPv6 support
Control Manager supports both IPv4 and IPv6 within a Control Manager deployment. IPv4 is the
default setup on all Windows servers in a Control Manager deployment. If a customer wants to
use IPv6, they must administer their Windows servers to operate in a Dual Stack environment.
That is, the customer must activate IPv6 support in addition to IPv4 on their Control Manager
servers and within their network.
To use IPv6 between Control Manager servers and other Avaya products and solutions that also
support IPv6, the other Avaya products and solutions must also support IPv6 and be administered
to use IPv6 either exclusively or in a Dual Stack environment with both IPv4 and IPv6.
The following table lists the connections supported between Control Manager and other Avaya
products and other related systems when using IPv6. Note that not all connections support IPv6.
All of the listed connections are supported by default with IPv4.
Connection from Control Manager to... IPv6 Status
Control Manager installer to database connections Supported
Control Manager inter-process communication Supported
HTTPS on the web client Supported
HTTPS on the API client Supported
SNMP Supported
SMTP Supported
SQL Server database connection Supported
Legacy HA heartbeat between application servers Supported
Active Directory authentication Supported
Active Directory sync Supported
WebLM Supported
Avaya Agent for Desktop Not Supported
™
Avaya Analytics Supported
Call Center Elite Multichannel database Not Supported
CMS and CMS database Supported
Communication Manager Supported
Table continues…
July 2020 52
Connection from Control Manager to... IPv6 Status

®
Avaya Aura Contact Center Not Supported7
Experience Portal Not Supported
Interaction Center, Interaction Center database (Microsoft SQL Server), and Not Supported
Interaction Center database (Oracle)
Avaya IQ Not Supported
®
Avaya Aura Messaging Supported
®
Avaya Oceana Solution Supported
®
Avaya one-X Agent Not Supported
Proactive Contact Not Supported
System Manager, Session Manager, and Presence Services Supported
™
Avaya IX Workspaces (for Call Center Elite) Supported
WFO Not Supported
Supported database server software requirements

Install one of the following Microsoft SQL Server software editions on every database server:
Microsoft SQL Server versions Supported editions
2017 Enterprise
Standard
Express
20168 Enterprise
Standard
Express
20149 Enterprise
Standard
Express
201210 Enterprise
Standard
Express
7 Avaya Aura® Contact Center 7.0.3 does not support IPv6.

8 Control Manager 9.0 is tested with Microsoft SQL Server 2016 SP1.
9 Control Manager 9.0 is tested with Microsoft SQL Server 2014 SP3
10 Control Manager 9.0 is tested with Microsoft SQL Server 2012 SP4
July 2020 53
Interoperability
Important:
When installing Microsoft SQL Server 2012 or 2014 versions, ensure that the software build of
that version supports TLS 1.2. For information about hardware and software requirements of
Microsoft SQL Server 2016 and 2017, see the Microsoft documentation.
You must install the Microsoft SQL Server software on servers that are using the Microsoft
Windows Server operating system. You cannot use any other operating system software.
Important:
Create a user login ID on the Microsoft SQL database servers that are a full administrative
member of the Sysadmin server role. You can use this login ID during the installation of the
Control Manager software. Create the user login ID and the password and note these items
for later use. Use this login ID during installation only but not for the application during the
operation.
Important:
When creating database user passwords while installing the Microsoft SQL software or while
upgrading the Control Manager software, you must agree to use:
• Passwords that are 8-14 alphanumeric characters long.
• Passwords with upper case and lower case letters.
Do not use long and complex database passwords because of limitations with the Control
Manager installation software.
Supported Microsoft Windows Server and Microsoft SQL Server

combinations
Control Manager supports the following Microsoft Windows OS with Microsoft SQL software in the
High Availability modes:
Microsoft SQL Server Edition Supported Microsoft Windows Server High Availability
Enterprise Multiplex HA, Legacy HA
2017 Standard 2019 and 2016 None
Express None
Enterprise Multiplex HA, Legacy HA
2016 Standard 2016 None
Express None
Enterprise Legacy HA
2014 Standard 2012 R2 None
Express None
Enterprise Legacy HA
2012 Standard 2012 R2 None
Express None
July 2020 54
Supported client Web browser and client operating system

software requirements
The client OS used to access the Control Manager user interface must support the following client
Web browsers:
• Apple Safari 11
• Google Chrome 78
• Microsoft Edge 40, 41
• Microsoft Internet Explorer 11
• Mozilla Firefox 70
Note:
By design, Single Sign-On (SSO) functionality is available only with Internet Explorer.
You must allow pop-ups on all browsers used to access the Control Manager user interface.
Avaya recommends that you use a screen resolution of 1920 x 1080 when using the Control
Manager UI. Lower screen resolutions may cause portions of the screen to not display properly.
Control Manager supports browser usage within a Citrix XenApp environment.
Supported antivirus software

McAfee Endpoint Security Platform Version 10.2.0.620 product is certified to operate with Control
Manager. You can install Antivirus software on the Windows servers where you deployed Control
Manager.
Important:
You must temporarily disable McAfee Endpoint Security, or any antivirus software you have
installed, while you install or upgrade the Control Manager software. Re-enable the antivirus
software after you complete the installation or upgrade.
Supported third-party software

Control Manager supports several versions of third-party applications. The following software are
supported:
• .NET 4.7.2 (4.7.03062)
• JAVA: Zulu 8.38.0.10-SA-win64
• Tomcat: 9.0.20
July 2020 55
Interoperability
Certificate requirements
The Control Manager browser interface requires that the customer install signed certificates to
provide secure access (HTTPS). The signed certificates can be provided by a public or private
Certificate Authority (CA). To install certificates on the Control Manager servers, the servers must
have access to the CA. Self-signed certificates cannot be used in a production system.
The customer must install certificates on the Control Manager application servers (ACM-APP-1)
for All-in-One or Dual host.
The customer must install certificates on both Control Manager application servers in an HA
configuration (ACM-APP-1 and ACM-APP-2).
The customer must install certificates on both Control Manager UI servers (ACM-UI-1 and ACM-
UI-2).
Java Runtime Environment requirements

Control Manager supports only specific versions of Java Runtime Environment (JRE). This version
of Control Manager installs OpenJDK Runtime Environment (Zulu 8.38.0.10-SA-win64).
Important:
• Updating to an unsupported version of JRE can cause Control Manager to stop working
and can require the reinstallation of the Control Manager server.
• When upgrading Control Manager 8.1 to Control Manager 9.0, JRE is updated to version
Zulu 8.38.0.10-SA-win64 and you need to check java paths are correctly updated to point
to new JRE.
• When upgrading Control Manager 8.1 to Control Manager 9.0 which has externally
updated JDK version lower than Zulu 8.38.0.10-SA-win64 then you must update JRE to
version Zulu 8.38.0.10-SA-win64 and check java paths are correctly updated to point to
new JRE.
• When upgrading Control Manager 8.1 to Control Manager 9.0 which has externally
updated JDK version Zulu 8.38.0.10-SA-win64 or higher version then you need not
update JRE but check java paths are correctly updated and pointing to externally
installed JDK location.
Virtualization support
Avaya Control Manager operates on the following virtualized software platforms:
• VMware vSphere ESXi 6.7
July 2020 56
• VMware vSphere ESXi 5.x

• IBM Bluemix IAAS offer, VMware Hypervisor option
Note:
VMware support includes VMware HA and vMotion.
Caution:
When using ESXi, ensure that the guest OS does not assign a new MAC address during
startup. If the host gets a new MAC address, it could cause the Control Manager license
service to not start and access to the Control Manager might fail.
Caution:
Control Manager software is not currently distributed using an Open Virtualization Archive
(OVA) file. Any older OVA files must be discarded and not used to install Control Manager
software. Verify that you have downloaded the latest version of Control Manager software,
which is provided as an ISO download.
Amazon Web Services support

Control Manager supports installation on Amazon Web Services (AWS). Support for AWS is
limited to Elastic Compute Cloud (EC2)-hosted application and database servers, with the
Microsoft SQL database server being separately installed on an EC2 instance. The AWS
Relational Database Service (RDS)-based Microsoft SQL server is not supported because of
restrictions imposed by AWS RDS. The EC2 virtual machine selected must have a resource
footprint equal to or greater than the hardware and VMware requirements published for Control
Manager.
Important:
Starting October 1, 2020, Avaya will no longer provide separate certification for Control
Manager on AWS. If you choose to install Control Manager on AWS, this setup will be treated
as an on-premise installation for support purposes. Avaya will not support any limitations,
restrictions, or differences in the behavior of Control Manager arising out of a deployment in
AWS or any other Infrastructure as a Service (IaaS) provider. However, Avaya continues to
support users who deploy Control Manager on AWS before October 1, 2020.
Transport Layer Security (TLS) support

Control Manager supports TLS 1.2 for secure communications for database connections and
connections to other Avaya products. The following table lists the TLS 1.2 connections supported
for Control Manager.
July 2020 57
Interoperability
Connection from Control Manager to... TLS 1.2 Status

Control Manager installer to database connections Supported
Control Manager inter-process communication Some internal services use non-
HTTPS channels
HTTPS on the web client Supported
HTTPS on the API client Supported
SQL Server database connection Supported
Legacy HA heartbeat between application servers Supported
Active Directory authentication Supported
Active Directory sync Supported
WebLM Supported
Avaya Agent for Desktop Supported
™
Avaya Analytics Supported
Call Center Elite Multichannel database Not Supported
CMS Supported via SSH
CMS Informix database* Not Supported
Communication Manager SSH strong cipher support for OSSI
connections
Avaya Aura® Contact Center Not Supported
Experience Portal Supported
Interaction Center API Not Supported
Interaction Center database (Microsoft SQL Server) Supported
Interaction Center database (Oracle) Supported
Avaya IQ Not Supported
®
Avaya Aura Messaging Supported
®
Avaya Oceana Solution Supported
®
Avaya one-X Agent Supported
Presence Services Supported
Proactive Contact Not Supported
Session Manager Supported
System Manager Supported
™
Avaya IX Workspaces (for Call Center Elite) Supported
WFO Supported (uses Windows shared
folder permissions to secure)
* Not applicable for CMS19 onwards as there is no CLINT support
July 2020 58
Hardware and VMware requirement

Control Manager is available in the following configurations:
• All-In-One Enterprise: Offers a single host configuration without a High Availability (HA)
support. This configuration hosts a single server for both application software and database
software. This configuration supports only the Microsoft SQL Server Express.
• Non-HA: Offers one application server and one database server with a standard Microsoft
SQL database software without a High Availability (HA) support. Use the Non-HA setup for
deployments that do not require HA capabilities on the application and the database server-
side.
• Legacy HA: Uses a pair of application servers and a pair of database servers with standard
Microsoft SQL database software. Avaya will discontinue the Legacy HA support from the
next release.
• Multiplex HA: Offers two Control Manager application servers and Microsoft SQL Server
AlwaysOn clusters. You can deploy one or more Control Manager.
Before you install a new setup, upgrade an existing setup, or expand Control Manager servers,
ensure that the configuration meets at least the minimum hardware or VMware requirements
servers, check the hardware or VMware requirements.
The following table lists the hardware requirement to complete the configuration:
Server Processor (Minimum) Processor Memory Hard
(Recommended) Disk
All-In-One Footprint11
All-In-One 8 Core Processor 8 Core Processor 12 GB 300 GB
Server
Non HA Footprint 12
Lower capacity with lower footprint
Control 4 Core Processor 8 Core Processor 12 GB 300 GB
Manager
Server
Database 4 Core Processor 8 Core Processor 12 GB 300 GB
Server
Higher capacity with higher footprint
Manager
Server
Table continues…
11 Use this configuration to support an Enterprise single-box deployments. This configuration supports only Microsoft SQL
Server Express. This configuration does not support HA and not recommended for production deployment. This
configuration is suitable for trial or lab purposes.
12 Also known as Dual Host, the Non-HA footprint is backward compatible with Avaya Control Manager 8.0 for Oceana and
Enterprise customers. Enterprise Legacy Footprint will be removed in the future release.
July 2020 59
Interoperability
Server Processor (Minimum) Processor Memory Hard

(Recommended) Disk
Server
Legacy HA Footprint 13
Manager
Server
Server
Manager
Server
Server
Multiplex HA Footprint 14
Manager
Server
Server
Note:
For the above configurations, the virtualized machine and hardware requirements are nearly
the same. However, there are a few minor changes to the specifications. For more information
about footprint requirements for the Microsoft SQL Server database, refer to the product
documentation at https://docs.microsoft.com.
Related links
Optional load balancer server configuration on page 60
Microsoft SQL AlwaysOn server configuration on page 61
All-in-One application and database server configuration on page 62
Dual host server configuration on page 62
Optional load balancer server configuration

You can install a load balancer server to manage the distribution of administrative users accessing
the Control Manager application servers. This configuration is part of the new Control Manager
13 The Legacy HA footprint configuration uses a pair of application servers and a pair of database servers with standard
Microsoft SQL database software. Avaya will discontinue the Legacy HA support from the next release.
14 The Multiplex HA footprint is the go-forward and standard capacity configuration for enterprise deployments.
July 2020 60
Multiplex HA feature. A software load balancer deployment uses a VMware server to host the load
balancer software and a pair of Control Manager application servers. The operating system
required for the load balancer VMware server depends on the software load balancer the
customer purchases.
The HAProxy load balancer is certified to operate with Control Manager. To install and configure
the HAProxy load balancer, go to the https://www.haproxy.com website, and check the product
documentation. Customers can deploy other load balancers in the same way as the HAProxy load
balancer. But Avaya has not tested other products to operate with Control Manager.
Note:
The HAProxy support is provided on a best-effort basis. Avaya does not assure that HAProxy
will be compatible with the future versions of Control Manager, as HAProxy is not a part of
Control Manager. You must download the HAProxy software separately.
The following table lists the minimum virtual server resource requirements for the software load
balancer server:
Processor 8 Core Processor
Memory 12 GB
Hard Disk 300 GB
Microsoft SQL AlwaysOn server configuration

The Microsoft SQL AlwaysOn server configuration supports the Control Manager application
software on one or two application servers and the Microsoft SQL AlwaysOn database software
on two separate database servers. This configuration is part of the new Control Manager Multiplex
HA feature.
Important:
When deploying an SQL AlwaysOn configuration, you must have identical database servers.
The following tables list the minimum hardware and virtual machine requirements for the SQL
AlwaysOn server configuration:
Server Processor Memory Hard Disk15
Control Manager 4 Core Processor 32 GB 300 GB
Application Server16
Recommended: 8 Core
Processor
Database Server 4 Core Processor 32 GB 700 GB
Recommended: 8 Core
Processor
15 IOPS is 3000 (average read + average write) requests per second. Ratio of average write-to-read is 19-to-1.
16 You must dedicate the application server for Control Manager software. You cannot install any other application software
on this server.
July 2020 61
Interoperability
Note:
Related links
Hardware and VMware requirement on page 59
All-in-One application and database server configuration

The All-in-One server configuration supports the Control Manager components and the standard
Microsoft SQL database software on a single server. The number or type of connectors that are
used does not affect the server size. You can use the All-in-One server configuration for entry level
deployments that do not require HA capabilities on the application as well as the database server
side.
The following table lists the minimum virtual machine resource requirements for the All-in-One
server configuration:
Server Processor Memory Hard Disk
All-in-One 8 Core Processor 12 GB 300 GB
Note:
Related links
Dual host server configuration

The Dual host, also known as Non-HA, server configuration supports the Control Manager
software on one server and the standard Microsoft SQL database software on a separate server.
The following tables list the minimum hardware and virtual machine requirements for the Dual host
server configuration.
Important:
When deploying an HA configuration, you must have identical servers for each server type,
application host and database host.
The following tables list the minimum hardware and virtual machine requirements for the SQL
AlwaysOn server configuration:
July 2020 62
Supported endpoints
Server Processor Processor Memory Hard Disk

(Minimum) (Recommended)
Control Manager 4 Core Processor 8 Core Processor 12 GB 300 GB
Server
Database Server 4 Core Processor 8 Core Processor 12 GB 300 GB
Control Manager 4 Core Processor 8 Core Processor 16 GB 300 GB
Server
Database Server 4 Core Processor 8 Core Processor 32 GB 700 GB
Note:
Related links
Supported endpoints
Control Manager supports administration of the following endpoints:
1603 6408+ 9621SIPCC

1608 6408D 9630
160x 6408D+ 9630SIP
1616 6416D+ 9640
16cc 6424D+ 9640SIP
2410 7104A 9641
2420 7406D 9641SIP
2490 7434ND 9641SIPCC
2500 8403B 9650
4601+ 8405B 9650SIP
4602+ 8405D Analog
4606 8410B CM5
4610 8410D CTI
4612 9600SIP CallrID
Table continues…
July 2020 63
Interoperability
4620 9601 DS1FD

4620SIP 9601+ DS1SA
4620SIPCC 9608 FAX
4621 9608SIP H229
4622 9608SIPCC H239
4624 9610 H249
4625 9611 H.323
4630 9611SIP Modem
607A1 9611SIPCC Virtual
6210 9620 WCBRI
6402 9620SIP XMOBILE
6402D 9621
6408 9621SIP
July 2020 64
Chapter 5: Reference configurations
About reference configurations

With Avaya Control Manager, two new deployment options have been added:
• An optional software load balancer that distributes the load for users accessing to the Control
Manager administrative user interface. This is a new feature with and operates in a Single or
Dual Data Center environment.
• The Microsoft SQL database software with the AlwaysOn feature enabled. This is a new
feature with and operates in a Single or Dual Data Center environment.
Configurations that use either the optional software load balancer feature or the Microsoft SQL
AlwaysOn feature are known as “Multiplex HA” configurations. The configurations using either or
both of these features are defined as follows:
• When you use either a pair of application servers or the software load balancer and the SQL
AlwaysOn feature, it is known as the “Multiplex HA 2x2” configuration. That is, two Control
Manager application servers administered in standalone mode or optionally managed by the
software load balancer, and two Microsoft SQL database servers managed by the AlwaysOn
feature. You can have a maximum number of two application servers and two database
servers in this configuration.
• If you install only one Control Manager application server (no redundancy) and two Microsoft
SQL database servers managed by the AlwaysOn feature, this is known as the “Multiplex
1x2” configuration. You can have a maximum number of one application server and two
database servers in this configuration.
• If you install two Control Manager application servers, optionally managed by the software
load balancer, but only one Microsoft SQL database server (no redundancy), this is known as
the “Multiplex 2x1” configuration. You can have a maximum number of two application
servers and one database server in this configuration.
The Multiplex HA configurations support Single and Dual Data Center environments.
The Legacy HA configuration supports Single and Dual Data Center environments.
Important:
You cannot mix Multiplex HA configuration elements with Legacy HA configurations.
July 2020 65
Reference configurations
Optional software load balancer application server

configuration
The software load balancer is a recommended, but optional, feature you can use in a Control
Manager deployment. The load balancer provides highly available access to the Control Manager
administrative user interface and allows a larger number of administrators to access the system
simultaneously. The software load balancer configuration is part of the new Control Manager
Multiplex HA feature.
The software load balancer evenly distributes all administrator login requests automatically across
the Control Manager application servers. You can only have a maximum of two application
servers.
Note:
All service level configuration uses 'localhost' as a host-name instead of APP server's host-
name.
When the application servers are installed, one application server is designated as the primary
application server (ACM-APP-1) and the other application server is designated as the secondary
application server (ACM-APP-2). Initially, the following services called independent services run
only on the primary application server (ACM-APP-1) and will be in paused state on the secondary
application server (ACM-APP-2):
• Audit Log
• AD Sync
• Sync Service
• License Tracker
• Schedule Server
If the primary application server (ACM-APP-1) fails, subsequent login requests are automatically
redirected to the secondary application server (ACM-APP-2).Those users that were connected to
the primary application server (ACM-APP-1) that failed are redirected to the secondary application
server (ACM-APP-2). Users must log on again to the Control Manager user interface. In this case,
the system switches these independent services on the secondary application server to the
Running state. When the primary application server is operational again, the system pauses these
independent services on the primary application servers.
If the secondary application server (ACM-APP-2) goes down, subsequent login requests are
automatically redirected to the primary application server (ACM-APP-1). Those users that were
connected to the secondary application server (ACM-APP-2) that failed are redirected to the
primary application server (ACM-APP-1). Users must log on again to the Control Manager user
interface. Since the independent services noted above are still running on the primary application
server (ACM-APP-1), the system administrator only needs to repair the secondary application
server (ACM-APP-2) to get it operational again. At that time, logon requests will again be
distributed across both application servers.
July 2020 66
Optional software load balancer application server configuration
Note:
From this release of Control Manager administrator need not manually intervene in case of
fail-over and fail-back. If the primary application server (ACM-APP-1) fails then all the
independent services are running on (ACM-APP-1) will automatically switch to the secondary
application servers(ACM-APP-2) and secondary application server will become primary by
switching paused service into running state and vice versa.
For more information about recovering from this failure, see Maintaining and Troubleshooting
Avaya Control Manager.
The HAProxy load balancer (https://www.haproxy.com/) product has been certified to operate with
Control Manager. Other products can provide the same features. Required features include
session affinity and the ability to redirect user requests to alternate application servers in case of
failovers. It is up to the customer to decide which load balancer to use. Control Manager
documentation provides instructions for the HAProxy product, but many software load balancers
can be deployed in the same fashion.
July 2020 67
Note:
If a fail-over happens then it will be handled by Independent service component within Control
Manager, no manual intervention is required start the independent services on secondary
server.
July 2020 68
Microsoft SQL AlwaysOn database server configuration
Microsoft SQL AlwaysOn database server configuration

The Microsoft SQL AlwaysOn feature provides an HA and disaster recovery solution for the Avaya
Control Manager databases. Control Manager supports the AlwaysOn feature with Microsoft SQL
Server 2017 Enterprise Edition or Microsoft SQL Server 2016 Enterprise Edition. Control Manager
does not support the AlwaysOn feature with Microsoft SQL Server 2014 or Microsoft SQL Server
2012. This configuration is part of the new Control Manager Multiplex HA feature.
Microsoft SQL AlwaysOn makes available two technologies for this feature: Availability Groups
and Failover Clustering Instances. Control Manager supports only the Availability Groups
technology.
Control Manager deploys the SQL AlwaysOn Availability Group over a Windows Server Failover
Cluster (WSFC) in a active-passive mode. The primary Control Manager database is created on
the primary database server (ACM-SQL-1). The primary database is linked together with the
secondary database server (ACM-SQL-2) to form an AlwaysOn availability group. You can have a
maximum of two database servers in this configuration.
Both databases will be in a full recovery mode to avoid any data loss in case of a database server
failure. If the primary database server (ACM-SQL-1) fails, the secondary database server (ACM-
SQL-2) automatically takes over normal operations. This is also true in the opposite direction. To
the end user, there is no change to normal operating procedures. The user might see the current
operation fail temporarily, but after the switchover occurs, the operation can be retried successfully
without any special user intervention. A Listener Virtual IP provides a common access point for all
the Control Manager applications and services.
The SQL AlwaysOn feature is the recommended option with Control Manager.
July 2020 69
Multiplex HA 2x2 default configuration — Dual application

servers and Microsoft SQL AlwaysOn database servers
You can use a pair of Control Manager application servers in combination with the Microsoft SQL
AlwaysOn database server configuration. You can have a maximum number of two application
servers and two database servers in this configuration. In this configuration, the Control Manager
administrative users manually decide which Control Manager application server to log into. If one
Control Manager application server is out of service, they just use the other Control Manager
application server. The Microsoft SQL AlwaysOn database configuration works in the same
manner, using one of the database servers as the active database server based on the AlwaysOn
software. This configuration is known as the Multiplex HA 2x2 alternate configuration.
July 2020 70
Multiplex HA 2x2 optional configuration — load balanced application servers and Microsoft SQL AlwaysOn database servers
Multiplex HA 2x2 optional configuration — load balanced

application servers and Microsoft SQL AlwaysOn
database servers
When you combine the software load balancer application servers with the Microsoft SQL
AlwaysOn database servers, you have an optional Multiplex HA 2x2 configuration. You can have a
maximum number of two application servers and two database servers in this configuration.
July 2020 71
Muliplex HA 1x2 configuration — single application server

and Microsoft SQL AlwaysOn database servers
You can use a single Control Manager application server in combination with the Microsoft SQL
AlwaysOn database server configuration. You can have a maximum number of one application
server and two database servers in this configuration. In this configuration, the Control Manager
administrative users have only one Control Manager application server to log into. If the Control
Manager application server is out of service, users cannot access the Control Manager system for
administrative changes. The Microsoft SQL AlwaysOn database configuration works in its normal
manner, using one of the database servers as the active database server based on the AlwaysOn
software.
July 2020 72
Multiplex HA 2x1 configuration — load balanced application servers and single SQL database server
Multiplex HA 2x1 configuration — load balanced

application servers and single SQL database server
You can use the software load balancer application server configuration with a single Microsoft
SQL database server using the regular Microsoft SQL Server software. This is known as the
Multiplex HA 2x1 configuration. You can have a maximum number of two application servers and
one database server in this configuration.
July 2020 73
Multiplex HA configurations for dual data centers

Multiplex HA with the AlwaysOn SQL software support dual data centers. Traditional availability
groups spanning more than one data center requires that all servers must be joined to the same
Active Directory domain. Different domains, even trusted domains, do not work. For more
information, see:
Create a domain-independent availability group
You can add new secondary replicas to an existing AlwaysOn group. For more information, see:
Add a replica to your Always On Availability group using the Availability Group Wizard in SQL
Server Management
Legacy HA configurations
Reference configurations for Legacy HA deployments

The Avaya Control Manager Legacy HA reference configuration uses two identical Control
Manager deployments that operate in an Active/Active mode and consist of the following servers:
• Primary application server (ACM-APP-1), and primary database (ACM-SQL-1) server
• Secondary application server (ACM-APP-2), and secondary database (ACM-SQL-2) server
Note:
Active/Active refers to the deployment of Control Manager servers in a Legacy HA setup. Both
of the Control Manager instances are active and either one can be used.
July 2020 74
Control Manager software is installed on the primary application server (ACM-APP-1) and
secondary application server (ACM-APP-2).
The primary application servers represent the primary application logical layer. The secondary
application servers represent the secondary application logical layer. There are two Control
Manager SQL database servers (ACM-SQL-1/ACM-SQL-2) deployed in an Active/Active mode.
One of the Control Manager systems is designated as the primary and the other as the secondary.
Both Control Manager systems are completely active and work in parallel, and both of them
provide service simultaneously to administrative users.
In an HA configuration, a service failure, hardware, network, or database failure can initiate a
switchover if the following conditions are met:
• The primary and secondary Control Manager application servers are in a running state.
• Legacy HA is enabled on the Control Manager application servers.
• The Control Manager primary database server and secondary database server are
synchronized using either bidirectional or unidirectional replication.
- Bidirectional replication is used for Enterprise deployments that are not part of an Avaya
Oceana® Solution Geo Redundant HA deployment.
- Unidirectional replication is used for Enterprise deployments that are part of an Avaya
If the primary Control Manager application server fails and if the switchover conditions are met, a
complete server switchover occurs to the secondary Control Manager application server. The
seven mutually exclusive services (Audit Log, Sync, Schedule Server, and so on) on the
secondary server are started which carries the activity load during the outage.
Deployment considerations for a single data center

Control Manager Legacy HA for Enterprise leverages the transactional replication feature that is
available in Microsoft SQL Standard Edition or Enterprise Edition server software. This means is
that, under normal operating conditions, any change to any of the defined databases (ACM-
SQL-1) will be automatically pushed out to the corresponding database (ACM-SQL-2).
In a basic Control Manager Legacy HA deployment, the primary and secondary Control Manager
systems are located in a single data center. Both the primary and secondary Control Manager
systems in a Legacy HA environment have identical configurations, providing the full Control
Manager capabilities.
xCaaS deployments that use Usage Metering (UM) Collector software support single data center
deployments using the HA features of VMware. You would deploy a single Control Manager
system using xCaaS. There will be no Control Manager failover since there is only one set of
servers. Any failover is handled by VMware HA. For more information, see VMware HA
documentation.
July 2020 75
Note:
Footprint 3 can also be used in a lab environment to create a test two server deployment
without installing UM Collector software or VMware HA. This reduced configuration cannot be
used in a production environment.
The following architecture diagram illustrates a typical single data center using a Legacy HA
configuration.
Primary Secondary Primary Secondary

Control Manager Control Manager Control Manager Control Manager
Application Host Application Host Database Host Database Host
Bidirectional
HA Server
Database
Heartbeat
Replication
LAN
Administrator
Avaya Product 1 Avaya Product N
Deployment considerations in a dual data center or disaster

recovery configuration
Note:
Dual data centers are also known as Geo-Redundant data centers.
Control Manager Legacy HA for Enterprise deployments using non-ESS Communication Manager
systems leverages the transactional replication feature that is available in Microsoft SQL Standard
Edition or Enterprise Edition server software. This means is that, under normal operating
conditions, any change to any of the defined databases (ACM-SQL-1) will be automatically
pushed out to the corresponding database (ACM-SQL-2). The same applies in reverse: any
change made on the ACM-SQL-2 databases will result in an automated update to the
corresponding ACM-SQL-1 database.
July 2020 76
Control Manager Legacy HA for xCaaS using Survivable ESS Communication Manager systems
leverages the transactional replication feature that is available in Microsoft SQL Standard Edition
or Enterprise Edition server software. This means is that, under normal operating conditions, any
change to any of the defined databases (ACM-SQL-1) will be automatically pushed out to the
corresponding database (ACM-SQL-2). However, the same does not apply in reverse: any change
made on the ACM-SQL-2 databases must be manually updated on the corresponding ACM-
SQL-1 database.
The following architecture diagram illustrates a typical dual data center using a Legacy HA
configuration.
July 2020 77
Data Center 1
Administrator Avaya Product 1 Avaya Product N
LAN
Primary Primary
Control Manager Control Manager
Application Host Database Host
UniDirectional
HA Server WAN or Bidirectional
Heartbeat Database
Replication
Data Center 2
Secondary Secondary
Control Manager Control Manager
Application Host Database Host
LAN
Administrator
Avaya Product 1 Avaya Product N
With Legacy HA:

• The primary and secondary Control Manager application servers are in a running state.
• Legacy HA is enabled on the Control Manager application servers.
July 2020 78
synchronized using either bidirectional or unidirectional replication.
- Bidirectional replication is used for Enterprise deployments that are not part of an Avaya
- Unidirectional replication is used for Enterprise deployments that are part of an Avaya
Using Legacy HA eliminates the need to manually duplicate the administration of a secondary
system. The systems can be within the data center or over a WAN.
Both the primary and secondary Control Manager Systems in a Legacy HA configuration have
identical deployments, providing full Control Manager capabilities.
Legacy HA is available with a single data center or a dual data center. However, for a dual data
center, the following network configuration must be in place:
• Equal to or greater than 1 Gbps bandwidth.
• Reliable network (no application level handling of network disconnects is provided).
• Latency:
- Less than or equal to 50 ms — Recommended.
- 50–100 ms — Some delays in navigation and simple operations. Complex operations, like
editing or saving SIP users that traverse multiple systems, may take substantially longer.
- 100–150 ms — Further performance degradation possible.
This latency information is provided as guidance. Actual performance will depend on the actual
network latency between Control Manager and the databases, between the Legacy HA database
pair, and between Control Manager and the managed systems.
Requirements for Legacy HA deployments

To prevent failure in the data replication, ensure that the following requirements are met for
deploying Control Manager in an Active/Active Legacy HA configuration:
Caution:
Host names of Control Manager application and UI servers must only contain alphabetic
letters and numbers and are limited to a length of 15 characters. Host names cannot contain
any special characters, such as hyphens (-) or underscores (_). Confirm that you are using a
valid host name before you install the Control Manager software because you cannot change
the host name after installing the Control Manager software.
Host names of Control Manager database servers must follow the requirements set forth by
Microsoft in the following article:
July 2020 79
https://support.microsoft.com/en-us/help/909264/
• For the supported Legacy HA deployments, the Control Manager functional components –
Web Server and Application Server – are all installed and deployed on the same server.
Separating these components to different servers is not a supported configuration.
• For the supported Legacy HA deployments, the Control Manager functional components –
Web Server and Application Server – are installed on different servers. On a Multiple host
configuration, the Web Server component is installed on a dedicated server (ACM-UI-1 and
ACM-UI-2), and the Application Server components are installed on another server (ACM-
APP-1 and ACM-APP-2).
• Control Manager Legacy HA is available only if the servers are installed using Microsoft SQL
Standard Edition or Enterprise Edition Server software.
• The Control Manager software version must be identical on both the primary and secondary
application servers.
• You have designated the primary and the secondary systems.
• Control Manager application servers work in parallel and communicate with the SQL servers
in an Active/Active setup.
• In an Active/Active deployment, Control Manager servers ACM-APP-1 (primary) and ACM-
APP-2 (secondary) use ACM-SQL-1 as their primary Control Manager SQL database.
• Control Manager Legacy HA must be configured only in a 1+1 configuration.
• Both the primary and secondary Control Manager application servers must have the same
hardware configuration.
• Both systems must be connected to the same sources. For example, the secondary system
must be connected to the same Communication Manager system as the primary.
• Both the primary and secondary systems must have SNMP alarming administered so that
alarms are sent from either system.
Deploying Control Manager using dedicated IP addresses

Control Manager supports an Active/Active HA configuration with a dedicated IP address. With a
dedicated IP address, two instances of Control Manager are installed each with a unique IP
address. Both instances are completely active and are working in parallel.
With dedicated IP addresses, users can browse to a dedicated IP address for each server,
allowing users to decide which instance of Control Manager to use where every instance is
running a full set of Control Manager application layer services.
Each Control Manager instance works with the primary Control Manager database layer (ACM-
SQL-1), which is replicated using a replication mechanism with the secondary Control Manager
database instance (ACM-SQL-2). Every change that is made on one of the Control Manager
database instances is synchronized to all of the other database instances of Control Manager
within the environment.
July 2020 80
The following graphic shows an overview of the Control Manager HA configuration deployed with
a dedicated IP address.
July 2020 81
About replication in a Legacy HA deployment

Important:
When deploying xCaaS with Usage Metering (UM) Collector software and the VMware HA
feature, you can skip this information about replication.
Control Manager Legacy HA for Enterprise deployments using non-ESS Communication Manager
systems leverages the bidirectional transactional replication feature that is available in Microsoft
SQL server software. This means is that, under normal operating conditions, any change to the
databases on the primary database server (ACM-SQL-1) will be automatically pushed out to the
databases on the secondary database server (ACM-SQL-2). The same applies in reverse: any
changes made to the databases on the secondary database server (ACM-SQL-2) result in an
automated update to the databases on the primary database server (ACM-SQL-1).
Control Manager Legacy HA for Enterprise deployments using Survivable ESS Communication
Manager systems leverages the unidirectional feature that is available in Microsoft SQL server
software. This means is that, under normal operating conditions, any change to the databases on
July 2020 82
the primary database server (ACM-SQL-1) will be automatically pushed out to the databases on
the secondary database server (ACM-SQL-2). However, the same does not apply in reverse for
just the ACCCM database: any changes made to the ACCCM database on the secondary
database server (ACM-SQL-2) must be manually updated to the ACCCM database on the primary
database server (ACM-SQL-1); all other supported databases are updated using bidirectional
replication.
Control Manager Legacy HA for xCaaS deployments using Survivable ESS Communication
Manager systems leverages the unidirectional feature that is available in Microsoft SQL server
software. This means is that, under normal operating conditions, any change to the databases on
the primary database server (ACM-SQL-1) will be automatically pushed out to the databases on
the secondary database server (ACM-SQL-2). However, the same does not apply in reverse for
just the ACCCM database: any changes made to the ACCCM database on the secondary
database server (ACM-SQL-2) must be manually updated to the ACCCM database on the primary
database server (ACM-SQL-1); all other supported databases are updated using bidirectional
replication.
Per the reference architecture, the primary database connection path for the primary application
server (ACM-APP-1) and the secondary application server (ACM-APP-2) is to point to the same
primary database server (ACM-SQL-1). The secondary database connection path is for the
primary application server (ACM-APP-1) to point to the secondary database server (ACM-SQL-2).
Per the reference architecture, the primary database connection path for the primary UI server
(ACM-UI-1) and the secondary UI server (ACM-UI-2) is to point to the same primary database
server (ACM-SQL-1). The secondary database connection path is for the primary UI server (ACM-
UI-1) to point to the secondary database server (ACM-SQL-2).
Within a Control Manager Legacy HA environment, each Control Manager instance is working with
a dedicated database layer. The two Microsoft SQL database servers (ACM-SQL-1 and ACM-
SQL-2) host the following databases and are set up for transactional database replication.
The following table illustrates the replication strategy for each of the SQL databases that Control
Manager Legacy HA for Enterprise supports in a single or dual data center when not using a
Survivable ESS Communication Manager system.
Database Replication Direction
ACCCM Transactional Bidirectional
ACCCMONEXDB Transactional Bidirectional
ACCCMCMSYSLOG Transactional Bidirectional
ACCCMSYNC Transactional Bidirectional
Manager Legacy HA for Enterprise supports in a single or dual data center when using a
Survivable ESS Communication Manager system.
ACCCM Transactional Unidirectional (DC 1
to DC 2 only)
Table continues…
July 2020 83

ACCCMONEXDB Transactional Bidirectional
Manager Legacy HA for xCaaS supports in a dual data center when using a Survivable ESS
Communication Manager system.
ACCCM Transactional Unidirectional (DC 1
to DC 2 only)
Note:
The ACCCMAVP database is not replicated.
Note:
The following table lists which database tables within the Control Manager databases do not
replicate:
Control Manager Database Tables
Database
ACCCM [Audit_Log_Service_Temp_InsertSource_Audit]
[CMAuditLogs_Temp]
[Extensions_Details_Temp]
[Extensions_Temp]
Log_Messages
[Skills_Temp]
[tmp_Traffic_Measure_Occupancy_History]
[tmp_Traffic_Measure_Trunks_History]
[VDNs_Temp]
ACCCMCMSYSLOG CM_Syslog_RawMessages_Temp
Switchover and Failover methods

Important:
When deploying xCaaS with Usage Metering (UM) Collector software and the VMware HA
feature, you can skip this information about switchover and failover.
July 2020 84
Reference configurations for xCaaS deployments
The primary purpose of HA is to ensure an uninterrupted data stream between Control Manager
and the associated Avaya applications. There are two methods for system switchover and failover:
Method Description
Manual Switchover Switches the role between the primary and secondary components. This
switchover type is typically used for planned maintenance activities.
Alternatively, you can manually switchover if a failure on a primary
component is not detected automatically.
Automatic Failover Automatic Failover is a process that enables the secondary components
to automatically take over the role of the primary components in the
event of a failure detected on the primary components. Automatic
Failover provides uninterrupted access to the system during a failure. HA
uses the HA Service (Heartbeat) to ensure automatic failover and does
not need manual switchover.
Reference configurations for xCaaS deployments

xCaaS supports the Legacy HA configuration used with Usage Metering (UM) Collector. The
configuration uses the features of VMware HA in a single or dual data center setup.
xCaaS supports the following virtual server configurations:
• Footprint 2
• Footprint 3
Note:
The configuration formerly known as Footprint 1 has been removed from this document
because Control Manager Billing is no longer supported.
In Footprint 2, the primary UI and application servers represent the primary application logical
layer. The secondary UI and application servers represent the secondary application logical layer.
There are two Control Manager Microsoft SQL Server database servers (ACM-SQL-1/ACM-
SQL-2) deployed in an Active/Active mode.
Footprint 2 consist of the following servers:
• Primary UI server (ACM-UI-1), primary application server (ACM-APP-1), and primary
database server (ACM-SQL-1) installed on three virtual machines.
• Secondary UI server (ACM-UI-2), secondary application server (ACM-APP-2), and secondary
database server (ACM-SQL-2) installed on three virtual machines.
• Control Manager software is installed on the primary UI server (ACM-UI-1), primary
application server (ACM-APP-1), secondary UI server (ACM-UI-2), and secondary application
server (ACM-APP-2).
In Footprint 3, there are two ways to deploy with HA:
• xCaaS deployments that use Usage Metering (UM) Collector software support single data
center deployments using the HA features of VMware. You would deploy a single Control
July 2020 85
Manager system using xCaaS. There will be no Control Manager failover since there is only
one set of servers. Any failover is handled by VMware HA. For more information, see
VMware HA documentation.
• For the more Legacy HA configuration, the primary application server represents the primary
application and UI logical layer. The secondary application server represents the secondary
application and UI logical layer. There are two Control Manager Microsoft SQL Server
database servers (ACM-SQL-1/ACM-SQL-2) deployed in an Active/Active mode.
Footprint 3 consists of the following servers:
• Primary application/UI server (ACM-APP-1) and primary database server (ACM-SQL-1)
installed on two virtual machines.
• Secondary application/UI server (ACM-APP-2) and secondary database server (ACM-SQL-2)
installed on two virtual machines.
Note:
Footprint 3 can also be used in a lab environment to create a test two server deployment
without installing UM Collector software or VMware HA. This reduced configuration cannot be
used in a production environment.
One of the Control Manager systems is designated as the Primary and the other as the
Secondary. Both Control Manager systems are completely active and work in parallel, and both of
them provide service simultaneously to administration users.
In a Legacy HA configuration, a data center or database failure can initiate a failover if the
following conditions are met:
• The primary and secondary Control Manager UI and application servers are in a running
state.
• HA is enabled on the Control Manager UI and services servers.
synchronized using unidirectional replication.
July 2020 86
Chapter 6: Performance specifications
Capacity and scalability specification

System capacity with this release is based on two factors:
• The solution type.
• The server physical hardware and virtual resource setup.
You must use the solution type to determine the required size of your physical hardware and
virtual resources to get the capacities you require.
In this section, the tables contain a set of base feature capacities for each of the different solution
types.
The last capacity table combines information from the deployment type tables and the desired
capacities to determine the required server configuration to give you the capacities you need.
Oceana/Avaya Workspaces for CC Elite capacities
These are the standard capacities for new installations. These capacities apply to Enterprise,
Avaya Oceana® Solution, and Avaya IX™ Workspaces (for Call Center Elite) deployments using
the Microsoft SQL Server AlwaysOn feature.
Capacity Item Supported Capacity
Per Oceana Overall
Avaya Workspaces for CC Elite agents 22,000 25,000
Oceana agents 9,000 on prem, 3,000 on 25,000 on prem, 8,000 on
AWS AWS
Oceana supervisors 900 on prem, 300 on AWS 2,500 on prem, 800 on
AWS
Agents per supervisor 100
Attributes per service 10
Attributes per agent 100
Attributes in the system 3000 9000
Number of email templates 3,000 system-wide, 300 per 9,000 system-wide, 300 per
category category
Deferrable contacts 100 per agent
Table continues…
July 2020 87
Performance specifications

Per Oceana Overall
Named Services 3000 9000
Named Services available for transfer 1000 3000
Number of partitions (a.k.a. data access 100 300
groups)
Attribute assignment / un-assignment to < 3 seconds per attribute per agent
agent
Enterprise Legacy capacities

Per instance Overall
Agent 5,000 55,000
Extensions 20,000 125,000
Skills 1,500 10,000
VDNs 4,000 50,000
Vectors 4,000 20,000
Announcements 1,000 10,000
Locations 150 250
Messaging subscribers 50,000
Agent Groups 300
Provisioned admins / supervisors 1000
Concurrent admins / supervisors 70 — 75
Dedicated instances 15
1XA users (Enterprise only) 25,000
1XA concurrent logins (Enterprise only) 8,000 logins or log outs in 15 minutes
SAT changes captured via Syslog 20,000 per day, 3 months retention
Standard capacity
Agents 10,000 150,000
Extensions 40,000 150,000
Skills 1,500 10,000
VDNs 4,500 60,000
Vectors 4,000 20,000
Announcements 1,000 10,000
Table continues…
July 2020 88
Capacity and scalability specification

Locations 150 250
Messaging subscribers 50,000
Agent Groups 2,000
Provisioned admins / supervisors 1,000
Concurrent admins / supervisors Non-HA: 70-75
HA: 140-150
Dedicated instances 15
1XA users (Enterprise only) 25,000
1XA concurrent logins (Enterprise only) 8,000 logins or log outs in 15 minutes
SAT changes captured via Syslog 20,000 per day, 3 months retention
July 2020 89
Chapter 7: Security
About security features of Control Manager

The Control Manager application includes a state-of-the-art granular permissions mechanism
which allows users to secure every single feature, tab, field, and button across the main Unified
Communication and Contact Center applications and systems.
With permission engine, an administrator can control the user permissions or a group of users with
the same role at the organization. The permission engine which a user or supervisor can view, and
which actions they can perform for each application; thus, restricting users to see only the team or
group to which they belong.
The Control Manager user interface requires that you use a secure HTTPS protocol for increased
security. You must install the signed certificates on the system.
Control Manager also complies with several security requirements, including the following
standards:
• Transport Layer Security (TLS) 1.2 compliance.
• General Data Protection Regulation (GDPR). For more information, see General Data
Protection Regulation (GDPR) on page 90.
General Data Protection Regulation (GDPR)

Control Manager provides the controls and methods to operate in a General Data Protection
Regulation (GDPR) compliant environment. Control Manager does not receive or store any end-
Customer personal information. Agent data is needed as part of operational data and its
processing and storage is expected to be agreed upon under Employee Contract by the
organization deploying Control Manager. All such data is stored either on Microsoft Windows
Servers (application logs) or the Microsoft SQL database. Microsoft Windows Server has strong
access control built in. The Agent data in logs appears only in debug or trace mode. Microsoft
SQL database also has similar Role Based Access Control (RBAC) access control built in.
Encryption of data at rest is supported by Microsoft’s Transparent Data Encryption (TDE)
technology, which it supports for its SQL Server database.
July 2020 90
Port assignments
Port assignments
For Control Manager port assignments, see Avaya Control Manager Port Matrix available on the
Avaya support Web site at support.avaya.com.
Permission engine features

The Control Manager permission engine enables administrators to:
• Utilize a “tailor made” permissions engine that allows control of each aspect of the
application.
• Set up multi-tenancy support.
• Have the flexibility to filter users, VDNs, and skills based on the permissions of each user.
• Implement Active Directory integration (Enterprise only).
Password Rules Management

Control Manager also includes the ability to manage password rules. The table below describes
the different parameters that can be managed
Rule Description
Password will expire in (days) The number of days before the password expires
and the user must to renew the password.
# days before password expires The number of days before the password expires.
The user gets a warning message during the login
process to change the password.
Min. Password Length The minimum number of characters in a password.
Min # of upper case letters (A-Z) The minimum number of upper case letters that
must appear in a password.
Min # of lower case letters (a-z) The minimum number of lower case letters that
Min # of Digits (0-9) The minimum number of digits that must appear in
a password.
Min # of special characters The minimum number of special characters that
Force password change on new users Requires users that are created within Control
Manager to change their password during the first
login the first time they login.
July 2020 91
Security
HTTP Strict Transport Security

HTTP Strict Transport Security (HSTS) is a web security policy mechanism that helps to protect
websites against protocol downgrade attacks and cookie hijacking. HSTS allows Web servers to
declare that Web browsers must interact with using only the secure HTTPS connections, and
never through the insecure HTTP protocol.
HSTS is an optional security enhancement that a web application specifies a using a special
response header.
Once a supported browser receives this header, HSTS prevents any communication to the
specified domain from being sent over HTTP and instead, sends the header over HTTPS. HSTS
also prevents HTTPS click-through prompts on browsers.
July 2020 92
Chapter 8: Licensing requirements
Licensing requirements
Avaya provides a Web License Manager (WebLM) to manage licenses of one or more Avaya
software products for your organization. WebLM facilitates easy tracking of licenses. To track and
manage licenses in an organization, WebLM requires a license file from the Avaya Product
Licensing and Delivery System (PLDS) website at support.avaya.com through PLDS.
Control Manager 9.0 supports the integration of WebLM and the configuration of WebLM Server.
License compliance and enforcement using WebLM

This feature allows administrator to implement standard license compliance and enforcement
using WebLM. Administrators can edit applications only if the license status is active for each
application. Applications can have one of the following status:
• No License: If the feature is not enabled in WebLM.
• Active: If the feature is enabled and in the Active status.
• Inactive: If the feature is enabled but not in the Active status.
Related links
WebLM-supported features for Control Manager on page 93
WebLM-supported features for Control Manager

The following table lists the licensed feature enforcement supported in WebLM:
• Avaya Oceana® Solution
• Avaya Analytics™
• Avaya IX™ Workspaces for Elite
• Avaya Call Management System
• Avaya one-X® Agent
July 2020 93
• Avaya Agent for Desktop

• Avaya Proactive Contact
• Avaya Aura® Workforce Optimization
• Avaya Call Recording
• Avaya Experience Portal
• System Manager
• Work Assignment
The following are the basic functionality supported in Control Manager:
• Active Directory
• External systems
• Application Enablement Services
• Synchronization Manager
• Configure number of concurrent users.
• Configure number of Control Manager servers.
Internal license feature enforcement supported in WebLM
S.No Internal feature name Description How to enforce
1 FEAT_CNTLMGR_OCEANA Enable management of the Toggles On or Off per Control
Avaya Oceana® Solution Manager instance.
product.
2 FEAT_CNTLMGR Enable management of the Toggles On or Off per Control
_ANALYTICS Avaya Analytics™ product. Manager instance.
3 FEAT_CNTLMGR Enable management of the Toggles On or Off per Control
_WORKSPACES Avaya IX™ Workspaces for Manager instance.
Elite product
4 FEAT_CNTLMGR _CM Enable management of the Toggles On or Off per Control
Communication Manager Manager instance.
product
5 FEAT_CNTLMGR _CMS Enable management of the Toggles On or Off per Control
Avaya Call Management Manager instance.
System product
6 FEAT_CNTLMGR _EMC Enable management of the Toggles On or Off per Control
Avaya Aura® Call Center Manager instance.
Elite Multichannel product.
7 FEAT_CNTLMGR _1XA Enable management of the Toggles On or Off per Control
Avaya one-X® Agent product Manager instance.
Table continues…
July 2020 94
License compliance and enforcement using WebLM

8 FEAT_CNTLMGR_AAFD Enable management of the Toggles On or Off per Control
Avaya Avaya Agent for Manager instance.
Desktop product
9 FEAT_CNTLMGR_IC Enable management of the Toggles On or Off per Control
Avaya Interaction Center Manager instance.
product
10 FEAT_CNTLMGR_PC Enable management of the Toggles On or Off per Control
Avaya Proactive Contact Manager instance.
product
11 FEAT_CNTLMGR_WFO Enable management of the Toggles On or Off per Control
Avaya IX™ Workforce Manager instance.
Engagement Select product
12 FEAT_CNTLMGR_ACR Enable management of the Toggles On or Off per Control
Avaya Call Recording Manager instance.
product
13 FEAT_CNTLMGR_AAEP Enable management of the Toggles On or Off per Control
Avaya Experience Portal Manager instance.
product
14 FEAT_CNTLMGR_SMGR Enable management of the Toggles On or Off per Control
System Manager SIP Manager instance.
application feature
15 FEAT_CNTLMGR_AACC Enable management of the Toggles On or Off per Control
Avaya Aura® Contact Manager instance.
Centerproduct
16 FEAT_CNTLMGR_AAM Enable management of the Toggles On or Off per Control
Avaya Aura® Messaging Manager instance.
product
17 FEAT_CNTLMGR_WA Enable management of the Toggles On or Off per Control
Work Assignment product Manager instance.
18 FEAT_CNTLMGR_BASE Enable basic Control Toggles On or Off per Control
Manager functionality. It Manager instance.
includes these functionalities:
• app_nav360, ad (Active
Directory)
• app_vv, es (external
systems)
• aes (Application
Enablement Services)
• app_ssm (synchronization
manager)
Table continues…
July 2020 95

19 VALUE_CNTLMGR_USERS Number of concurrent users. Capacity limit
Control Manager keeps track
of number of active users.
20 VALUE_CNTLMGR_SERVE Number of Control Manager Capacity limit
RS servers.
Control Manager will request
1 count from WebLM when it
starts up, and will free up 1
count when it shuts down.
If all licence counts are used
then the customer must
place a new full order.
Related links
License compliance and enforcement using WebLM on page 93
WebLM license modes

WebLM supports the following three modes for license checking:
• Normal mode
• Grace mode
• Restricted mode
Normal mode
The Normal mode is a condition of no license violations. In this mode, the Control Manager
instance gains access to WebLM and shares the latest license information.
Grace mode
The Grace mode is a condition where a customer is given a 30–day grace period, If the WebLM
license is unavailable or license is expired. In this mode, the Control Manager web UI indicates
that the Control Manager system is experiencing licensing problem and the customer must apply a
valid license in 30 days to avail continued access. If a valid license is provided in WebLM server,
then on restarting License Server service, Control Manager operates in Normal mode.
Restricted mode
Control Manager enters the Restricted mode once the Grace mode expires without addressing the
licensing problem. Users cannot log into the Control Manager system and the Provisioning Service
July 2020 96
WebLM license modes
does not start when the system is in the Restricted mode. See Maintaining and Troubleshooting
guide for how to recover from Restricted mode.
About the Control Manager WebLM license file grace period

You can access Control Manager for up to 30 days without a Product Licensing & Delivery System
(PLDS) license file installed on WebLM server.
The WebLM Grace period operates as shown in the following illustration:
July 2020 97
Note:
For a new installation, all connectors and features works until the Grace mode period expires.
When the system moves to the Grace mode, administrators see a warning messages indicating
about the number of days left in Grace mode. This mode continues until you configure a valid
WebLM server with correct Control Manager license. If you do not install a new license, you
cannot to log on to the system after the Grace period expires.
Viewing WebLM licenses

Before you begin
After you complete the WebLM server configuration and then restart the Licensing Server service.
About this task
Use this procedure to check licenses usage.
Procedure
1. On the Control Manager home page click, Configuration > Licenses > Licenses List.
2. Select localhost and click Edit.
3. Click on the Licenses Info tab, the license usage count is displayed.
July 2020 98
Viewing WebLM licenses
July 2020 99
Chapter 9: Resources
Documentation
The following table lists the documents related to this product. Download the documents from the
Avaya Support website at http://support.avaya.com.
Title Description
Overview
Avaya Control Manager Overview and This document describes the features and specifications for the
Specification Control Manager product.
Planning
Planning for an Avaya Control This document describes the planning and prerequisites that
Manager Deployment (formerly known customers must follow before deploying Control Manager.
as Avaya Control Manager Customer
Requirements)
New Installations
Installing Avaya Control Manager for This document describes how to install, configure, and test a
Enterprise - Non-High Availability non-HA Enterprise Control Manager system.
Installing Avaya Control Manager for This document describes how to install, configure, and test an
Enterprise - Multiplex High Availability Enterprise Control Manager system that is using Microsoft SQL
AlwaysOn for database server high availability and multiple
Control Manager application servers for high availability, along
with an optional deployment of a software load balancer.
Installing Avaya Control Manager for This document describes how to install, configure, and test a
Enterprise - Legacy High Availability Legacy HA Enterprise Control Manager system.
Upgrades
Upgrading to Avaya Control Manager This document describes how to upgrade a non-HA Enterprise
9.0 for Enterprise - Non-High Control Manager system from an earlier release to the current
Availability release. The document includes upgrade checklist, upgrade
procedures, and verification procedures for each supported
upgrade path.
Table continues…
July 2020 100

Documentation
Title Description
Upgrading to Avaya Control Manager This document describes how to upgrade an Enterprise Control
9.0 for Enterprise - Multiplex High Manager system from an earlier release to a system that is using
Availability Microsoft SQL AlwaysOn for database server high availability
and multiple Control Manager application servers for high
availability, along with an optional deployment of a software load
balancer. The document includes upgrade checklist, upgrade
procedures, and verification procedures for each supported
upgrade path.
Upgrading to Avaya Control Manager This document describes how to upgrade a Legacy HA
9.0 for Enterprise - Legacy High Enterprise Control Manager system from an earlier release to the
Availability current release. The document includes upgrade checklist,
upgrade procedures, and verification procedures for each
supported upgrade path.
Configuration
Configuring Avaya Control Manager This document describes how to configure Control Manager to
work with other Avaya products.
Avaya Control Manager Release This document contains any special release information, upgrade
Notes steps, and known issues.
Avaya Control Manager Port Matrix This document describes the port usage for Control Manager.
Administration
Using Avaya Control Manager to This document describes how to use Control Manager to
Administer Avaya Products administer features on Avaya products.
Administering Avaya one-X® Agent This document describes how to use Control Manager to
Using Avaya Control Manager administer Avaya one-X® Agent.
Administering an Avaya Experience This document describes how to use Control Manager with an
Portal Sample Application Using Experience Portal.
Avaya Control Manager
Administering Avaya Control Manager This document describes how to use Control Manager to
for Avaya Agent for Desktop administer Avaya Agent for Desktop.
Events and Alarms
Avaya Control Manager Events, This document describes the SNMP notifications for Control
Alarms, and Errors Reference Manager.
Using
Using Avaya Control Manager This document describes how to use Control Manager
Conversation Sphere Conversation Sphere to administer vectors, strategies, and call
flows.
Using Avaya Control Manager Central This document describes how to use Control Manager Central
License and Traffic Tracker License and Traffic Tracker.
Maintenance and Troubleshooting
Maintaining and Troubleshooting This document describes maintenance procedures and
Avaya Control Manager troubleshooting scenarios for Control Manager.
Documents to be downloads from the support site
Table continues…
July 2020 101

Resources
Title Description
Using the Avaya Control Manager This document describes how to use the SOAP version of the
SOAP API Control Manager API.
Using the Avaya Control Manager This document describes how to use the REST version of the
REST API Control Manager API.
Finding documents on the Avaya Support website

Procedure
1. Go to https://support.avaya.com.
2. At the top of the screen, type your username and password and click Login.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the
list.
5. In Choose Release, select the appropriate release number.
The Choose Release field is not available if there is only one release for the product.
6. In the Content Type filter, click a document type, or click Select All to see a list of all
available documents.
For example, for user guides, click User Guides in the Content Type filter. The list only
displays the documents for the selected category.
7. Click Enter.
Accessing the port matrix document

Procedure
1. Go to https://support.avaya.com.
2. Log on to the Avaya website with a valid Avaya user ID and password.
3. On the Avaya Support page, click Support By Product > Documents.
4. In Enter Your Product Here, type the product name, and then select the product from the
list of suggested product names.
5. In Choose Release, select the required release number.
6. In the Content Type filter, select one or more of the following categories:
• Application & Technical Notes
• Design, Development & System Mgt
The list displays the product-specific Port Matrix document.
July 2020 102

Documentation
7. Click Enter.
Avaya Documentation Portal navigation

Customer documentation for some programs is now available on the Avaya Documentation Portal
at https://documentation.avaya.com.
Important:
For documents that are not available on the Avaya Documentation Portal, click Support on
the top menu to open https://support.avaya.com.
Using the Avaya Documentation Portal, you can:
• Search for content in one of the following ways:
- Type a keyword in the Search field.
- Type a keyword in Search, and click Filters to search for content by product, release, and
document type.
- Select a product or solution and then select the appropriate document from the list.
• Find a document from the Publications menu.
• Publish a PDF of the current section in a document, the section and its subsections, or the
entire document.
• Add content to your collection by using My Docs ( ).
Navigate to the My Content > My Docs menu, and do any of the following:
- Create, rename, and delete a collection.
- Add content from various documents to a collection.
- Save a PDF of selected content in a collection and download it to your computer.
- Share content in a collection with others through email.
- Receive content that others have shared with you.
• Add yourself as a watcher by using the Watch icon ( ).
Navigate to the My Content > Watch list menu, and do the following:
- Set how frequently you want to be notified, starting from every day to every 60 days.
- Unwatch selected content, all content in a document, or all content on the Watch list page.
As a watcher, you are notified when content is updated or deleted from a document, or the
document is removed from the portal.
• Share a section on social media platforms, such as Facebook, LinkedIn, and Twitter.
• Send feedback on a section and rate the content.
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Resources
Note:
Some functionality is only available when you log in to the portal. The available functionality
depends on the role with which you are logged in.
Training
The following courses are available on the Avaya Learning website at www.avaya-learning.com.
After logging into the website, enter the course code or the course title in the Search field and
click Go to search for the course.
Course code Course title
Technical Design
3320W Avaya Customer Engagement Platforms Overview (includes Avaya Control
Manager Product Information Documents (PIDs))
3330W Avaya Customer Engagement Administration and Applications Overview
(includes Avaya Control Manager PIDs)
3420W Avaya Oceana® Solution Design Fundamentals (includes Avaya Control Manager
PIDs)
3371T APDS Avaya Customer Engagement Solutions Online Test
3470T Avaya Oceana® Solution Design Fundamentals Online Test
Technical Services
2092W Configuring Avaya Control Manager for Cloud Service Providers
2092T Avaya Control Manager Instance Configuration and Administration Test for Cloud
Service Providers
5307T Avaya Control Manager Implementation and Support Test for Cloud Service
Providers
70920W Installing Avaya Control Manager
7093W Upgrading and Supporting Avaya Control Manager for Cloud Service Providers
70940W Configuring Avaya Control Manager for Enterprise
70950W Upgrading and Supporting Avaya Control Manager for Enterprise
70910W Administering Avaya Control Manager for Enterprise
7091T Administering Avaya Control Manager R8 Online Test
5306 Avaya Control Manager Implementation and Support Test
24310W Administering Avaya Analytics™ for Oceana®
24320W Administering Avaya Oceana® Solution
July 2020 104

Viewing Avaya Mentor videos
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 https://support.avaya.com/ and do one of
the following:
- In Search, type Avaya Mentor Videos, click Clear All and select Video in the Content
Type.
- In Search, type the product name. On the Search Results page, click Clear All and select
Video in the Content Type.
The Video content type is displayed only when videos are available for that product.
In the right pane, the page displays a list of available videos.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do
one of the following:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click a topic name to see the list of videos available for the topic.
For example, Contact Centers.
Note:
Videos are not available for all products.
Support
Go to the Avaya Support website at https://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.
Using the Avaya InSite Knowledge Base

The Avaya InSite Knowledge Base is a web-based search engine that provides:
• Up-to-date troubleshooting procedures and technical tips
July 2020 105

Resources
• Information about service packs

• Access to customer and technical documentation
• Information about training and certification programs
• Links to other pertinent information
If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you
can access the Knowledge Base without extra cost. You must have a login account and a valid
Sold-To number.
Use the Avaya InSite Knowledge Base for any potential solutions to problems.
1. Go to http://www.avaya.com/support.
2. Log on to the Avaya website with a valid Avaya user ID and password.
The system displays the Avaya Support page.
3. Click Support by Product > Product-specific Support.
4. In Enter Product Name, enter the product, and press Enter.
5. Select the product from the list, and select a release.
6. Click the Technical Solutions tab to see articles.
7. Select relevant articles.
July 2020 106

Index
Special Characters content (continued)
sharing ........................................................................103
_REPLACE THIS TEXT, OR DELETE THIS ENTIRE watching for updates .................................................. 103
INDEXTERM ELEMENT IF YOU DO NOT NEED IT .......... 98 Control Manager API
API ..........................................................................41, 43
Control Manager SDK
A SDK ........................................................................ 41, 43
accessing port matrix .........................................................102 Conversation Sphere ........................................................... 33
administration cut-through to Communication Manager ............................. 49
centralized .................................................................... 17
Amazon Web Services .........................................................57 D
antivirus support .................................................................. 55
audit log ............................................................................... 48 dedicated IP addresses ....................................................... 80
Avaya IQ .............................................................................. 25 dialing plan
Avaya Oceana support ........................................................ 30 management .................................................................24
Avaya one-X Agent dial plan specifications
managing ......................................................................28 different locations ..........................................................33
Avaya Proactive Contact same location ............................................................... 33
support ..........................................................................28 disaster recovery ................................................................. 76
Avaya support website .......................................................105 documentation portal ......................................................... 103
finding content ............................................................ 103
navigation ................................................................... 103
B document changes ................................................................ 8
bulk action portal dual data center ............................................................. 74, 76
bulk actions ...................................................................34 dual non-HA application server configuration ...................... 70
bulk skill assignment
skill assignment ............................................................ 35 F
failover ................................................................................. 84
C features ................................................................................17
Call Center Elite Multichannel finding content on documentation portal ............................103
support ..........................................................................26 finding port matrix .............................................................. 102
call management system ..................................................... 25
CAM replacement ................................................................ 28 G
capacity ................................................................................87
centralized license tracker ................................................... 38 GDPR .................................................................................. 90
certificates ............................................................................56
client operating system ........................................................ 55
CMS multitenancy ................................................................32
H
collection hardware requirements
delete ..........................................................................103 dual host server configuration ...................................... 62
edit name ....................................................................103 SQL AlwaysOn server configuration .............................61
generating PDF .......................................................... 103 HTTP Strict Transport Security ............................................ 92
sharing content ........................................................... 103
compatibility ......................................................................... 50
contact center I
administration ............................................................... 25
InSite Knowledge Base ......................................................105
integration with Avaya Aura Contact Center .................27
integration, Microsoft active directory .................................. 39
support ..........................................................................26
Interaction Center
content
support ..........................................................................26
publishing PDF output ................................................ 103
searching .................................................................... 103
July 2020 107

Index
J port matrix ..........................................................................102

ports .....................................................................................91
Java Runtime Environment ..................................................56 profile manager wizard ........................................................ 47
L R
languages ............................................................................ 37 reference configuration ........................................................ 85
legacy HA deployments ....................................................... 74 about .............................................................................65
legacy HA requirements ...................................................... 79 legacy HA deployments ................................................74
license compliance and enforcement using WebLM ............93 software load balancer ................................................. 66
license modes SQL AlwaysOn ............................................................. 69
error mode .................................................................... 96 related documentation ....................................................... 100
normal mode .................................................................96 replication ............................................................................ 82
restricted mode .............................................................96 reports portal ........................................................................46
license tracker ......................................................................38 requirements
licensing requirements .........................................................93 all-in-one server configuration ...................................... 62
load balancer configuration ..................................................66 client Web browser ....................................................... 55
localization ........................................................................... 37 database software ........................................................ 53
hardware .......................................................................59
Java Runtime Environment .......................................... 56
M load balancer configuration .......................................... 60
management operating system .......................................................... 51
centralized .................................................................... 17 resource management
media distribution portal .............................................................................46
portal .............................................................................47 role based permissions ........................................................20
web based .................................................................... 47 role cloning .......................................................................... 48
messaging
support ..........................................................................24 S
Microsoft active directory ..................................................... 39
Microsoft SQL AlwaysOn configuration ......................... 70, 72 SAML SSO authentication ................................................... 40
multiple location schedule server service
support ..........................................................................32 task scheduler .............................................................. 41
Multiplex HA searching for content ......................................................... 103
dual data center ............................................................74 security features .................................................................. 90
multitenancy .........................................................................32 sharing content .................................................................. 103
My Docs .............................................................................103 single application server configuration .................................72
single data center ................................................................ 75
SNMP .................................................................................. 38
N software load balancer ...................................................71, 73
new features ........................................................................ 15 software load balancer configuration ................................... 66
SQL AlwaysOn .................................................................... 71
SQL AlwaysOn configuration ...............................................69
O support .........................................................................40, 105
supported endpoints ............................................................ 63
on-boarding ..........................................................................47
switchover ............................................................................84
one-X Agent
integration .....................................................................29
operating system support .................................................... 37 T
OS considerations ............................................................... 52
overview .................................................................................9 templates ............................................................................. 31
third-party applications .........................................................55
TLS support ......................................................................... 57
P training ............................................................................... 104
password rules
password rules management ....................................... 91 U
performance .........................................................................87
permission engine ..........................................................20, 91 unified communication
July 2020 108

Index
unified communication (continued)

features .........................................................................21
unified communications
administration ............................................................... 21
Upgrade Advantage Preferred ...............................................7
upgrading
requirements ...................................................................7
user interface portal
Windows Store ............................................................. 35
V
videos ................................................................................ 105
virtualization support ............................................................56
visual phone .........................................................................44
Visual Phone ........................................................................63
W
warranty ................................................................................. 7
watch list ............................................................................ 103
WebLM features ...................................................................93
WebLM license modes .........................................................96
what’s new ........................................................................... 15
Windows OS and SQL combinations ...................................54
workforce optimization ......................................................... 28
July 2020 109


Avaya Control Manager Overview and Specification: Release 9.0 Issue 2 July 2020

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Avaya Control Manager Overview and Specification: Release 9.0 Issue 2 July 2020

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Avaya Control Manager Overview and

Schedule Server service........................................................................................................ 41

Multiplex HA configurations for dual data centers..................................................................... 74

Upgrade Advantage Preferred

Changes in this release

Issue Date Summary of changes

About Avaya Control Manager

Product Supported in These Solutions

1 Limited entitlement with Avaya Oceana® Solution.

Product Supported in These Solutions

Offers and entitlements

Control Manager for Enterprise or a-la-carte

New in this release

• CMS integration is rewritten for CMS 19.

Centralized management and administration

Avaya Product Administration Features Support

Avaya Product Administration Features Support

Avaya Product Administration Features Support

Role based permission engine

Unified Communications administration

Unified Communication features

Unified Communication Entity Description

Unified Communication Entity Description

Dialing plan management

Contact center administration

Call Management System

Avaya Aura® Call Center Elite Multichannel

Avaya Interaction Center

Avaya Aura® Contact Center

How Avaya Aura® Contact Center integrates with Control Manager

Avaya Proactive Contact

Avaya Aura® Workforce Optimization

Avaya one-X® Agent

How Control Manager integrates with Avaya one-X® Agent

Avaya Oceana® Solution

• Set agent supervisor

Multiple location support

Dial plan specifications

Conversation Sphere allows a user to do the following:

Bulk Action portal

• Dial plan range

Bulk skill assignment

User interface design

Call-out Component Name Description

Call-out Component Name Description

Centralized license tracker (Enterprise only)

Support for SNMP messages

The SNMP Manager support can be implemented only when:

Microsoft Active Directory integration (Enterprise only)

Security Assertion Markup Language (SAML)

Schedule Server service

Control Manager API and SDK (Enterprise and Avaya

Control Manager API and SDK Notes

API Integration Examples Description

Visual Phone (Enterprise only)

The Visual Phone application includes:

2410 9608SIP 9641SIP

Resource Management portal

Profile Manager Wizard

Web Based Media Distribution Portal

The following file transfer protocols are supported:

Cut-through to Communication Manager system

Usage Administration approach Comments