Current Avaya Landscape¶

Overview¶

A comprehensive assessment of the existing Avaya environment is essential for migration planning. This section documents the technical inventory, configurations, integrations, and operational insights that form the baseline for migration.

Technical Inventory¶

Hardware Components¶

Avaya Communication Manager Infrastructure: - Avaya Communication Manager servers (version and quantity) - Avaya Application Enablement Services (AES) servers - Avaya Experience Portal servers (IVR platform) - Avaya Call Management System (CMS) - reporting server - Avaya Elite Multichannel servers (if applicable)

Telephony Gateways: - Media gateways (G450, G430, or similar) - Session Border Controllers (SBCs) - Analog and digital port configurations - Conference bridges and announcement servers

Network Infrastructure: - Contact center LAN/WAN topology - Data center hosting details (on-premise, co-location) - Redundancy and high availability configurations - Backup and disaster recovery systems

Agent Workstations: - Desktop computers and specifications - IP phones (models and quantities) - Headsets and peripherals - Softphone deployments

Software Components¶

Avaya Platform Software:

Component	Version	License Type	License Count	Expiry Date
Communication Manager	[Document]	Named/Concurrent	[Document]	[Document]
Experience Portal	[Document]	Port-based	[Document]	[Document]
Call Management System	[Document]	Named	[Document]	[Document]
AES (CTI)	[Document]	Server	[Document]	[Document]
Elite Multichannel	[Document]	Named/Concurrent	[Document]	[Document]

Third-Party Applications: - Call recording systems (vendor and version) - Workforce management (WFM) tools - Quality management systems - Screen recording solutions - Speech analytics platforms

CRM & Business Applications: - Salesforce (version and integration method) - Microsoft Dynamics (version and integration method) - ServiceNow (version and integration method) - Custom applications with CTI integration

Connectivity & Carrier Information¶

Telephony Trunks:

Carrier	Trunk Type	Channel Count	DID Ranges	Monthly Cost	Contract End Date
[Carrier 1]	PRI/SIP	[Count]	[Ranges]	[Cost]	[Date]
[Carrier 2]	PRI/SIP	[Count]	[Ranges]	[Cost]	[Date]

Toll-Free Numbers: - List of all toll-free numbers - Routing configurations - Carrier and contract details

Local Numbers: - DIDs by location - Routing and overflow configurations

Third-Party Vendor Dependencies¶

Active Vendor Relationships:

Vendor	Service/Product	Annual Cost	Contract Term	Contact Info
[Vendor 1]	Call recording	[Cost]	[Term]	[Contact]
[Vendor 2]	WFM software	[Cost]	[Term]	[Contact]
[Vendor 3]	Network connectivity	[Cost]	[Term]	[Contact]
[Vendor 4]	Maintenance/support	[Cost]	[Term]	[Contact]

Configuration Documentation¶

Users & Agents¶

Agent Profile Information:

Agent Group	Count	Skills	Location	Shift Pattern	Phone Type
Sales Team	[#]	[Skills]	[Location]	[Shifts]	[Phone]
Support Team	[#]	[Skills]	[Location]	[Shifts]	[Phone]
Technical Team	[#]	[Skills]	[Location]	[Shifts]	[Phone]

Skill Assignments: - Document all agent skills and proficiency levels - Skill groups and hierarchies - Multi-skilled agent configurations - Skill priority and weighting rules

Team Structures: - Organizational hierarchy (teams, supervisors, managers) - Remote vs. on-site agent distribution - Schedule adherence tracking - Break and auxiliary codes

Supervisor & Administrator Roles: - Supervisor monitoring capabilities - Real-time dashboard access - Historical reporting access - Administrative permissions

Call Flows & Routing¶

IVR Scripts & Flows:

IVR Flow Name	Purpose	Entry Point	Avg Daily Calls	Containment Rate
Main Menu	First contact routing	1-800-XXX-XXXX	[Volume]	[Rate]
Sales IVR	Product inquiries	Option 1	[Volume]	[Rate]
Support IVR	Technical support	Option 2	[Volume]	[Rate]
Billing IVR	Account & billing	Option 3	[Volume]	[Rate]

IVR Features in Use: - DTMF menu navigation - Voice recognition (if applicable) - Database lookups (account verification, order status) - Payment processing integrations - Callback functionality - Hours of operation announcements

Routing Strategies:

Queue Name	Routing Algorithm	Skill Requirements	SLA Target	Overflow Destination
General Inquiry	Longest Available	Basic support	80/30	Voicemail
Premium Support	Skills-based	Advanced technical	90/20	Escalation team
Sales Queue	Round-robin	Sales certified	85/25	Sales manager

Hunt Groups: - Hunt group configurations - Member lists and login requirements - Coverage paths and overflow rules - Night service configurations

Queue Configurations¶

Active Queues Inventory:

Queue ID	Queue Name	Max Wait Time	Announcement Frequency	Music on Hold	Priority
Q001	Tier 1 Support	5 min	Every 60 sec	Default	Normal
Q002	VIP Customers	2 min	Every 30 sec	Premium	High
Q003	Billing Dept	3 min	Every 45 sec	Default	Normal

Queue Parameters: - Expected wait time (EWT) announcements - Queue position announcements - Callback offering thresholds - Abandon handling - After-call work (ACW) settings

Prompts & Announcements¶

IVR Audio Files: - Professional recordings inventory - Text-to-speech (TTS) usage - Language options available - Seasonal/holiday message schedule

Audio File Management: - File naming conventions - Storage locations - Update procedures - Quality standards

Integration Points¶

CRM Integration:

CRM System	Integration Method	Data Exchanged	Screen Pop Info	API Version
Salesforce	CTI Adapter	Contact data, case history	Name, account, case	[Version]
Dynamics	Custom API	Account info, tickets	Account details	[Version]

CTI Functionality: - Screen pop on answer - Click-to-dial from CRM - Call logging and disposition - Automatic case creation - Call recording control

Workforce Management: - Agent schedule import/export - Real-time adherence monitoring - Historical data feeds - Forecast data exchange

Other Integrations: - Ticketing systems (ServiceNow, Jira) - Knowledge base systems - Chat platforms - Email management systems - Social media monitoring tools

Operational Metrics¶

Call Volume Analysis¶

Daily Volume Patterns:

Time Slot	Avg Calls	Peak Day	Lowest Day	Avg Handle Time
8 AM - 10 AM	[Volume]	Monday	Sunday	[AHT]
10 AM - 12 PM	[Volume]	Tuesday	Sunday	[AHT]
12 PM - 2 PM	[Volume]	Wednesday	Saturday	[AHT]
2 PM - 4 PM	[Volume]	Thursday	Saturday	[AHT]
4 PM - 6 PM	[Volume]	Friday	Sunday	[AHT]

Seasonal Trends: - Holiday season peaks - End-of-quarter surges - Tax season impacts - Back-to-school periods

Channel Distribution:

Channel	% of Total Volume	Avg Handle Time	FCR Rate	CSAT Score
Voice	[%]	[AHT]	[%]	[Score]
Email	[%]	[AHT]	[%]	[Score]
Chat	[%]	[AHT]	[%]	[Score]

Performance Baselines¶

Current KPIs:

Metric	Current Performance	Industry Benchmark	Gap
Average Handle Time	[Time]	[Benchmark]	[Gap]
First Contact Resolution	[%]	[Benchmark]	[Gap]
Service Level (80/30)	[%]	80%	[Gap]
Abandon Rate	[%]	<5%	[Gap]
Customer Satisfaction	[Score]	[Benchmark]	[Gap]

Pain Points & Challenges¶

Infrastructure Limitations¶

Hardware Scalability: - Cannot easily scale during seasonal peaks - Hardware refresh cycles require significant capital investment - Limited redundancy and disaster recovery capabilities - Aging equipment requiring frequent maintenance

Software Constraints: - Complex patching and upgrade procedures - Lengthy downtime for system updates - Version compatibility issues across components - Limited API capabilities for modern integrations

Operational Challenges¶

Reporting & Analytics: - Decentralized reporting across multiple systems - Limited real-time visibility for supervisors - Manual report generation and distribution - Lack of predictive analytics and insights - Difficulty correlating data across channels

Agent Experience: - Multiple desktop applications to manage - Complex login procedures - Limited mobility and remote work support - Inconsistent tools across channels - Steep learning curve for new agents

Customer Experience: - Limited self-service options - No conversational IVR or AI capabilities - Inability to offer omnichannel experiences - No digital channel support (SMS, social media) - Long wait times during peak periods

Integration Complexity¶

Current Integration Challenges: - Point-to-point integrations difficult to maintain - Custom CTI middleware requiring specialized skills - Limited real-time data synchronization - Version dependencies across systems - High cost of integration changes

Vendor Management¶

Multiple Vendor Dependencies: - Different vendors for platform, maintenance, trunking, recording - Complex procurement and renewal processes - Conflicting support escalation procedures - Higher overall costs due to fragmentation

Documentation Artifacts¶

Gather and organize the following documentation: