TMP 3 D50

Subject:
Enterprise Work Assignment 8.0 SRAD

Date:
January 29, 2014
From:
Pau D!Ar"y
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0a1e 2 Do"ument #3ange 4istory
Do"ument
&ssue
#ompas
%R
Date Status #3ange Des"ription
0.1 January 17,
2014
Draft Initial Draft for Toolkit
0.2 January 20,
2014
Draft Incorporating development team
contribution
0.! January 21,
2014
Draft Incorporating "#$ development team
contribution.
0.4 January 21,
2014
Draft "dmin team contribution
0.% January 22,
2014
Draft Incorporating additional "#$ re&uirement
for $$'odel
0.( January 22,
2014
Draft Incorporating "rc) *vervie+, ,"
0.7 January 22,
2014
Draft Incorporating "#$ $$'odel Data
proviioning re&.
0.- January 24,
2014
Draft .pdate after internal team revie+.
0./ January 2/
2014
Draft 0efactored document after 12" p)aing
deciion. Document no+ reflect 12"
p)ae 1.
$ID 1(!-22 Iue 0./3"vaya, Inc. 4 #roprietary33#age 1 of 188
.e puruant to $ompany Intruction
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12" 50"D, $ID 1(!-22
The official version of this document can be determined by using
COMPAS. It is the readers responsibility to ensure that this document is
current obtaining all open M!s and destroying all outdated copies.
ABSTRACT
T)i document provide t)e ytem re&uirement, arc)itecture and feature
pecification for 1nterprie 2ork "ignment -.0.
0a1e 2 Re5uire- Re/ie6ers 7See aso Appen-i8 A, Do"ument Error:
Reference source not found9
T)e approver of t)i document are a follo+6
$rgani:ation;Di/ision <ame Re5uire-
Appro/er
Date
Appro/e-
#roduct 'anagement 7ami #olapragada 8e
5ytem 7erification 5+ati 9)andade 8e
5ytem 7erification "run #atel 8e
0:D 'anager #aul D;"rcy 8e
0:D "rc)itect <eil *;$onnor 8e
Deign 7erification =iac)ra 'urp)y 8e
5ervice 'onika >ango 8e
'arketing 5cott ,an+ell 8e
5ale ?ob @rundmann 8e
Information olution 0u #ierce 8e
#roduct Introduction 5ue ,ay 8e
@lobal 'arket Introduction Troy 5c)neibel 8e
0a1e ) 2 &n/ite- Re/ie6ers 7See aso Appen-i8 A, Do"ument Error: Reference
source not found9
$ID 1(!-22 Iue 0./3"vaya 4 #roprietary : $onfidential. =or Internal .e *nly33#age 2 of 188
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T)e follo+ing are invited to revie+ t)i document, but are not re&uired to approve6
$rgani:ation;Di/ision <ame Re5uire-
Appro/er
Date
Appro/e-
5ytem 7erification "rAun 0a+at <o
5upply $)ain 2endy $)aveB <o
5ale 1nablement Training "licia ")ltrom <o
"vaya >earningC Training 9im #ence <o
$1$C 5ecurity 0obert 2ardell <o
$1$C #roduct 5ecurity 5cott "utin <o
12" 4 *+ning Tec)nical
'anager
Tony 'c$ormack <o
12" 4 0:D #aul 9elly <o
12" 4 0:D 'ic)ael ,artman <o
12" 4 0:D #aul Denby <o
12" 4 0:D Da+id <o+ak <o
12" 4 0:D 'artin 'cDonnell <o
12" 4 0:D =intan ,yne <o
12" 4 0:D 9ieran ,oran <o
"#$ 4 0:D Jeff $)u <o
"#$ 4 0:D >i =ang <o
"#$ 4 0:D Jon =ord <o
"#$ 4 0:D Terry Jenning <o
"#$ 4 0:D 0obert #erkin <o <ote6
<ot
available
from
aociate
lit
regitered
+it) toolkit
"#$ 4 0:D 5ean ?urke <o
"#$ 4 0:D Tommy 'orri <o
"#$ 4 0:D #eter =lannery <o
$1 4 0:D 0ebecca 0ic)ardon <o
$5 4 0:D Joep) 5myt) <o
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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REQUIREMENTS & FEATURE SPECIFICATION
1. &ntro-u"tion
1nterprie 2ork "ignment -.0 offer to enterprie a general capability to dicover
uitable reource at t)e dipoal of t)e buine on an adD)oc and aDneed bai.
T)e 12" napDin +ill eEpoe an "#I t)at allo+ anot)er actor to re&uet certain type
of reource baed on FattributeG, +)ic) are uerDdefined identifier t)at c)aracteriBe
t)e reource of t)e buine. "fter paing in pecific attribute, t)e 12" napDin +ill
c)eck +)at matc)ing reource are available +it) t)ee c)aracteritic and pa back
one or more uitable reource to t)e re&ueting actor.
In t)e primary embodiment of t)e olution, t)e re&ueting actor i enviaged a being
"vaya 2orkflo+, but ot)er olution could be built. T)e fundamental concept of being
able to track t)e real time availability tate of a et of reource, and dicover a
reource in real time in repone to an onD)and re&uet borro+ from contact center,
and to t)i eEtent t)e 12" p)ae 1 napDin may find ue in contact center cenario.
2)ile t)e 12" -.0 napDin goe furt)er t)an normal contact center on t)e one )and,
allo+ing multiple reource Hteam of reourceI to be preented, note t)at it +ill not
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Subject:
Date:
January 29, 2014
From:
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until ube&uent releae t)at it +ill eEpoe t)e full et of ric) contact center feature
re&uired for e&uivalency +it) "vaya; $ontact $enter 1lite product.
Today; buine problem often re&uire multiple kill, aut)oriBation, and
&ualification to reolve. It i often t)e cae t)at a ingle reource H)uman or ot)er+ieI
doe not poe all t)e neceary competencie to ingleD)andedly deal +it) an onD
)and tak. T)e 12" -.0 napDin can find ue in many buine cenario in +)ic) one
or more reource of t)e enterprie are re&uired to reolve a compleE problem.
1.1 Purpose
T)i document pecifie t)e )ig) level ytem re&uirement for 1nterprie 2ork
"ignment -.0 releae.
Included i an arc)itecture ection +)ic) detail t)e )ig) level arc)itecture and
arc)itectural collateral for t)e key olution integration and feature.
T)e intent i t)at t)e re&uirement tated )erein6
5atify t)e product re&uirement a tated in t)e #roduct 0e&uirement
Document H$ID 1(!%!1I.
Define a tatement of +ork for 0eearc) and Development
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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#rovide a tetable et of re&uirement uitable for ue by 5ytem 7erification in
producing a tet plan
1.2 PRD Re@eren"e
T)ee re&uirement are +ritten in accordance +it) 5ection 7 of t)e 1nterprie 2ork
"ignment #roduct 0e&uirement Document H#0DI H$ID 1(!%!1I.
1.) &nten-e- Au-ien"e
T)e intended audience of t)i document i t)e management, development and tet
engineer of t)e "vaya 1nterprie 2ork "ignment team a +ell a "vaya #rofeional
5ervice and member of ot)er organiBation +it)in "vaya t)at +ant to undertand
feature in t)e -.0 releae. T)i i a tec)nical document o it i not intended to be
cutomer facing.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
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1.4 Do"ument #3ange #ontro
T)i 50"D +ill be incrementally +ritten, revie+ed and baelined. 1ac) re&uirement )a
a F5tatuG field indicating t)e revie+ tatu of t)e given re&uirement Hee Table belo+I.
0e&uirement currently in revie+ are )ig)Dlig)ted in blue. #ortion of t)e 50"D in blue
teEt )ave not been completed and are not yet ready for revie+ *pen iue or
&uetion in t)e 50"D are identified +it) yello+ )ig)Dlig)ting.
R5mt Status De@inition
AWR 0e&uirement )a been revie+ed and accepted by all re&uired
revie+er. 0e&uirement mut be modified, per revie+ comment, but
doe not re&uire a reDrevie+. *nce t)e re&uirement )a been updated
per t)e comment, it tatu can be c)anged to ?aelined ''CDDC88,
+)ere t)e baeline date i t)e update date.
=aseine-
%%;DD;AA
0e&uirement )a been revie+ed by t)e re&uired revie+er and
approved for baelining on t)e pecified date. "ny ube&uent
c)ange to t)e re&uirement +ill be managed t)roug) a toolkit revie+
Hprior to $ommitI or $*'#"5 '0 Hpot $ommitI.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
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Deete- 0e&uirement )a been deleted.
Dra@t 0e&uirement i under contructionJ it i in a draft form and i not ready
for formal revie+ and approval.
&nitia Agreement 0e&uirement )a been revie+ed by key take)older for )ig)Dlevel
undertanding and agreement in principle +it) no maAor iue
identified. T)e re&uirement +ill later be revie+ed for baelining by t)e
full team, +it) update a needed to define additional detail.
Rea-y @or ?uture
Re/ie6
0e&uirement i ready to revie+ for ome future releae, but +ill not be
baelined in t)e current releae timeframe.
Rea-y @or Re/ie6 0e&uirement i ready for revie+ and baelining.
Re2Re/ie6 0e&uirement )a been revie+ed by t)e re&uired revie+er, but
re&uire modification t)at mut be reDrevie+ed.
"ny c)ange to a baelined re&uirement +ill re&uire an approved $*'#"5 '0.
"ll '0 incorporated into t)e current verion of t)e document are lited in t)e
Document $)ange ,itory in "ppendiE $.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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pau-a.a/aya."om
T)e 50"D baeline i defined a t)e current approved verion of t)e document in
$*'#"5, plu all approved '0 in $*'#"5 t)at )ave not yet been incorporated in
t)e document.
1.+ E8terna Do"umentation &mpa"t
1.+.1 #ustomer Do"uments
Customer Document Description of Needed Changes or Impact
<C" <C"
1.( Reate- Do"uments
1.(.1 %an-atory
CID Title
1(!%!1 1nterprie 2ork "ignment #roduct 0e&uirement
Document
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
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1.1.1 Re"ommen-e-
CID Title
1(!2!4 #0D 4 $1 !.0
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""$$ "vaya "ura $ontact $enter
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
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0ER% %EA<&<B
1' 1Eperience 'anagement
12" 1nterprie 2ork "ignment
$$'odel $ontact $enter 'odel
$'" $ommunication 'anager "daptor
1'D$$"
1Eperience 'anagerD$all $ontrol "pplication. $$L'> $ontrol "pplication
4 t)i i t)e $$L'> application +)ic) run for t)e entire lengt) of a call
flo+ orc)etrating ot)er application and interaction +it) ot)er ytem
""1#C1# "vaya "ura 1Eperience #ortal
""#$C"#$ "vaya "ura #erformance $enter H0eportingI
"$$$' "vaya $ontact $enter $ontrol 'anager H"dminitrationI
"$D
"utomatic $all Ditributor 4 it i typically a function found in computer
ytem +)ic) route an incoming call to one of many detination baed
on ome criteria 4 time of day, D<I5, "<I, kill, M
5' "vaya 5eion 'anager
?,$$ ?uy ,our $all $ompletion
?50
?et 5ervice 0oute 4 eentially mean t)e bet 7D< to tranfer a caller
to for a given kill.
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Date:
January 29, 2014
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Pau D!Ar"y
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0ER% %EA<&<B
$$I5
$ontact $enter Integration 5pecification D real time event interface to
""#$
$$L'>
"n L'> protocol often ued in conAunction +it) 7oiceL'>. It trengt) lie
in it ability to eEpoe advanced call control and aync)ronou eventing.
$1$ $entral 1ngineering $riteria
$' $ommunication 'anager
$'IT $ommunication 'anager Input Tranlator
$omponent
" +ellDdefined oft+are of t)e implementation of a ytemJ "n entity t)at i
part of a compoition and )a a component type
D<I5 Dialed <umber Identification 5ervice
Do5 Denial of 5ervice
D0 Dynamic 0outing
1," 1rror ,andling "pplication
1' #D$ 1Eperience 'anager #luggable Data $onnector
1'" 1Eperience 'anager "dmin
1#'5 1Eperience #ortal 'anagement 5ytem
12T 1Epected 2ait Time
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Subject:
Date:
January 29, 2014
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Pau D!Ar"y
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0ER% %EA<&<B
=5' =inite 5tate 'ac)ine
@5 @iga5pace
," ,ig) "vailability
,TT# ,yperTeEt Tranfer #rotocol
I$0 Intelligent $utomer 0outing
ID:7 Identification and 7erification
I' #. Interaction 'anager #roceing .nit
I70 Interactive 7oiceD0epone
J'5 Java 'eage 5ervice
J5*< Java5cript *bAect <otation
>*" >eat *ccupied "gent
>*@4J Jakarta *pen 5ource logging "#I for Aava
'I" 'ot Idle "gent
'##
'edia #roceing #latform 4 T)e >inuE media platform and component of
7# t)at implement 7oiceL'>C$$L'> and terminate call
*5 *perating 5ytem
#D$ #luggable data connector
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
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0ER% %EA<&<B
#,#
,yperteEt #reproceor, a erverDide ,T'> embedded cripting
language.
#0D #roduct 0e&uirement Document
#5T< #ublic 5+itc)ed Telep)one <et+ork
#. #roceing .nit
N5$ Nueue 5tatu $ollector.
N5# Nueue 5tatu #rovider.
015T I' #.
1' $all $ontrol component t)at run inide 1' and i reponible for
providing t)e 015T interface to 1' #D$ and 1' $$".
0*I= 0edirect *n I#D=ailure
0*<" 0edirect *n <oD"n+er
0**= 0edirect *n *#TI'D=ailure
5?$ 5eion ?order $ontroller
5I# 5eion Initiation #rotocol
5>" 5ervice >evel "greement
55" 5elf 5ervice "pplication
55I 5kill election Interface for I$0
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Date:
January 29, 2014
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Pau D!Ar"y
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0ER% %EA<&<B
55> 5ecure 5ocket >ayer
T$# Tranmiion $ontrol #rotocol
T>5 Tranport >ayer 5ecurity #rotocol
.$ID .niveral $all Identifier
.0> .niform 0eource >ocator
..I .er to .er Information.
7D< 7ector Directory <umber
7*" 7D< *rigin "nnouncement
7oiceL'> Internet tandard for voice bro+ing and I70 application definition
7# 7oice #ortal
7#'5 7oice #ortal 'anagement 5ytem
2" 2ork "ignment
2"1 2ork "ignment 1ngine
2= 2orkflo+
25 2eb 5ervice
2T" 2ait treatment application
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Subject:
Date:
January 29, 2014
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2. Ar"3ite"ture an- ?eature Re5uirements $/er/ie6
2.1 Ar"3ite"ture $/er/ie6
T)e 1nterprie 2ork "ignment H12"I component +ill be delivered a a napDin on
verion !.0 of t)e $ollaboration 1nvironment H$1I platform. 12" +ill eEpoe a 0e5TD
baed 5D9 t)at allo+ an eEternal component to re&uet, reerve : unreerved, and
cancel re&uet for reource t)at are kno+n to t)e 12" napDin. " part of t)e
eEpoed 5D9, t)e real time availability tate of t)e reource can be made kno+n to
12". T)i tate can be ued to determine +)et)er a given reource )ould be returned
a part of a reource re&uet. =or ome reource re&uet, only reource t)at are
currently kno+n to be available )ould be returned. In ot)er cae, t)e re&uet may be
for reource t)at are eit)er available or not available currently.
T)e "vaya 2orkflo+ H2=I actor i, like 12", deployed a a napDin on $1 !.0. In t)e
primary embodiment of t)e olution, "2= +ill re&uet reource. T)e re&uet +ill
indicate +)et)er only available reource )ould be returned, or if all reource Hbot)
available and not availableI )ould be returned. 2)en re&ueting available reource,
t)ee become not available if "2= indicate acceptance of t)e reource returned by
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Subject:
Date:
January 29, 2014
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12". " part of t)e p)ae 1 deliverable, t)e 12" team +ill deliver 2= block t)at are
ued in a flo+ to re&uet reource.
0eource 0e&uet ?lock
$omplete ?lock
$ancel ?lock
'etric ?lock
T)e reource re&uet block encapulate t)e "#I and feature re&uired to re&uet 1 or
more reource. It i poible ue t)i block to indicate t)at reource )ould be
reerved Hmarked not availableI in t)e conteEt of a re&uet. T)i i to prevent t)e
reource from being offered by 12" for a different re&uet. T)e complete block i ued
to releae reource t)at +ere reerved for a tak. =or eEample, if a flo+ ued t)e
0eource 0e&uet block to reerve a reource, t)en it mut later ue t)e $omplete
block to releae t)e reervation.
T)e $ancel ?lock i ued if t)e flo+ receive and event t)at render t)e reource no
longer re&uired. =or eEample, a re&uet to aemble a repone team mig)t be inDflig)t,
and t)en an event i received by 2= t)at it +a a fale alarm. In t)i cae t)e flo+
+ould invoke t)e $ancel block; feature. T)e 'etric block i a utility block t)at allo+
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Subject:
Date:
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2= to obtain information about a elected type of reource. =or eEample, 2= may +i)
to kno+ )o+ many 5pani) language peaker +it) ?anking kno+ledge are in t)e
ytem, and )o+ many of t)ee are currently )o+ing a available.
"not)er part of t)e olution i t)e $ommon 2ork 'odel. T)i i bot) a repoitory of real
time tate, and an eventing ubytem, and contain t)e current re&uet and current
reource. =or eEample, +)en 2= introduce a reource re&uet, t)i re&uet i
created in t)e $ommon 2ork 'odel. 12" +ill )ave regitered an interet +it) t)e
$ommon 2ork 'odel in uc) event, and +ill t)erefore receive a call back +it) relevant
information.
T)e 5D9 of t)e 12" napDin eEpoe adminitrationDrelated "#I. T)ee are ued to
inform 12" +)at attribute are aociated +it) a pecified reource, and t)e reource
ID. T)e attribute of t)e reource decribe t)e ueful buine kill and c)aracteritic
of t)e reource. T)e reource ID i paed to a re&ueting actor eac) time t)i reource
i a matc) for an onD)and re&uet. It i important for t)e olution o+ner to configure ID
in 12" t)at +ill be meaningful to t)e re&uetor.
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Subject:
Date:
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T)e 5D9 of t)e 12" napDin eEpoe a et of 0eource #rovider "#I. T)e purpoe of
t)ee "#I i to allo+ an adapter to be built +)ic) can alter t)e real time availability
tate of t)e reource kno+n to 12". In one embodiment, uc) an adapter mig)t
integrate "vaya; #reence 5erver +it) 12". In t)i +ay, preence tate can be ued
to mark reource available or not available in real time.
1nterprie 2ork "ignment napDin +ill be deployed on a $1 !.0 cluter. T)e cluter
+ill )ot t)e follo+ing key erviceCnapDinJ
12" napDinHI
o 12" 0et H1Epoing 12" matc)ing erviceI
o Interaction 'anager and Interaction 'anager Ditributor napDin;
o 0eource #rovider 0et H0# 0et D 5D9 for reource providerI
o 2ork "ignment 1ngine H2"1I
o 'etric
F$$'odelG napDin
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"dminitration napDin
It; enviaged t)at a econd cluter +ill be re&uired to )ot t)e 2orkflo+ related napD
in.
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T)e main actor in t)e 12" olution are6
1. 2orkflo+ H2=I and 1nterprie 2ork "ignment H12"I eEit on eparate
$1 cluter
2. 2orkflo+ provide t)e overall flo+ logic
!. 5napDin on 12" cluter are6
!.1. 2ork "ignment 1ngine H2"1I
!.2. $$'odel
!.!. "dmin
!.4. 'etric
!.%. 12" 0et
!.(. Interaction 'anager
!.7. 0eource #rovider 0et
4. 1nterprie 2ork "ignment H12"I napDin provide t)e 0eource to
2ork matc)ing ervice and metric and t)e interface for client6
1.a. 0e&uet for 2ork "ignment ervice Hmatc) agent to +orkI are
received from 2orkflo+ and are proceed and updated in t)e $$ 'odel i.e.
2ork "ignment i one part of t)e overflo+ flo+.
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1.b. 2ork "ignment 1ngine H2"1I perform t)e actual matc)ing of
"gent to 2ork
1.c. 2ork "ignment 1ngine H2"1I generate 'etric
%. $ontact $entre 'odel H$$'odelI napDin i t)e central repoitory of 2ork
and 0eource tate6
a. 2ork tate i received from 2orkflo+ and updated a t)e flo+
progree
b. 0eource tate and 2ork tate are fed to $$ 'odel and are modeled and
tored in t)e data grid
c. 0eource tate i received via 0et interface from 2orkflo+. T)ere i
alo t)e capability for a 0eource #rovider to provide tate via 0et.
d. 2"1 receive bot) 2ork and 0eource tate in order to provide matc)ing
capability
(. 5ytem 'anager provide central $1 cluter deployment and general
ytem management
(.1. $1 $luter receive D05 update for configuration and admin data
into eac) node of t)e cluter
7. "$$$' i t)e adminCmanagement .I for 12"
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" ummary of a imple call flo+ for eEplanatory purpoe i given belo+6
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1. Incoming event arrive into 2=
2. 2= procee event and decide a reource i re&uired +it) attribute E,y
!. 2= re&uet 12" to provide a uitable reource +it) attribute E,y
4. 12" procee t)e re&uet and ue 2"1 to identify a uitable matc)
%. 12" return t)e reource matc) to 2=
(. 2= mark t)e reource a .navailable for t)e duration of t)e tak
7. 2= provide t)i reource to complete t)e tak
-. 2= i notified of +ork completion
/. 2= mark t)e reource a "vailable
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2.1.1 Enterprise Work Assignment $/er/ie6
1nterprie 2ork "ignment H12"I v-.0 i a collection of "vaya "ura $ollaboration
1nvironment H$1I v!.0 napDin deployed to a $1 cluter. 12" i an eEtenible, )ig)ly
calable, )ig)ly available and reilient neEt generation +ork ditribution engine t)at
aign +ork to reource acro t)e enterprie uing a ingle univeral &ueue model
and attribute driven routing. 1nterprie 2ork "ignment +ill upport attribute baed
direct agent election. 12" maintain all reource acro t)e enterprie in a ingle
pool. =or eac) incoming +ork re&uet, it conider every ingle reource in t)e pool and
elect t)e bet matc)ing reource for a given et of attribute along +it) any
contraint aociated +it) t)e
+ork re&uet. 2ork re&uet can be made by re&ueting a reource to be &ueued to one
or multiple ervice and 12" matc) a reource from t)e bet ervice. "lternatively
+ork re&uet may include et of granular attribute and 12" +ill matc) bet reource
t)at matc)e t)e re&ueted attribute.
2.1.1.1 #ore %at"3ing
T)i ection )ould cover "ttribute baed matc)ing, matc)ing trategie including
0eource 5election 5trategie and 2ork 5election 5trategie.
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12" +ill allo+ a client application to matc) +ork to reource on attribute bai.
"ttribute are ued to decribe kill of different reource. T)ee attribute are created
via t)e admin interface and uni&ue combination of attribute can be aigned to eac)
reource. " client application +)en ubmitting a +ork re&uet to 12" +ill provide a lit
of attribute decribing t)e mot uitable reource. 12" +ill can all adminitered
reource to find +)ic) reource +it) matc)ing combination of attribute.
'atc)ing incoming +ork to reource +ill be eEecuted at t+o ditinctive moment in
time6
0eource 5election 5trategy i eEecuted +)en a client application ubmit ne+
re&uet to 12". T+o variant of t)i trategy are upported6
o 'otly idle reource election
o >eat occupied reource election
2ork 5election 5trategy i eEecuted +)en adminitered reource become
ready to proce +ork. "gain t+o main variant of t)i trategy are upported6
o @reatet need +ork election
o 5kill level +ork election
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2.1.1.2 %at"3ing spe"iai:ations
"dditionally to trategy t)e cutomer +ill be able to pecify additional matc)ing feature
+)ic) +ill affect t)e be)avior of above mentioned trategie6
2ork priority 4 t)e cutomer application can pecify t)e priority of eac) incoming
+ork re&uet. 12" +ill enure t)at +ork item +it) t)e )ig)et +ork priority +ill
be proceed firt. T)i modification only applie to 255.
5pecified reource 4 t)e cutomer application )a an option to pecify t)e name
of t)e reource t)at it +ant and t)u override attribute baed matc)ing
'ulti ervice re&uet 4 t)e cutomer application )a an option to ubmit +ork
re&uet +it) alternative attribute et. In cae +)ere 12" could not find an
eligible reource for t)e firt attribute et, 12" +ill additionally try to find a
matc)ing reource for t)e alternative attribute et.
#roficiency 4 12" adminitrator +ill be able to aign proficiency value to eac) of
reource attribute. T)e cutomer application +ill be able to et a proficiency range for
055 and 12" +ill ue t)i to matc) only +it) reource +it)in t)e range. If 255
trategy i ued only +ork +it) proficiency matc)ing reource kill level +ill be elected.
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2.1.1.) Work@o6s &ntegration
T)e 12" napDin +ill interoperate +it) t)e "vaya 2orkflo+ H2=I napDin. T)i +ill
involve re&uet by an application )oted on 2= for reource t)at are kno+n to 12".
5uc) uage of 12" fall outide t)e remit of traditional contact center, and do not
involve typical contact center feature uc) a Timed "$2, 0*<" etc. T)e 12" napD
in +ill eEpoe t)e ability to t)e 2= application to re&uet a pecific type of reource
Huc) a an eEpert repair tec)nicianI, or a group of uc) reource Huc) a 2 or more
eEpert of a given typeI. T)e eEpert +ill be fetc)ed by 12" baed on attribute
matc)ing, and t)eir reource ID returned to t)e re&ueting 2= application for furt)er
ue by 2=. 'odelling of t)e eion t)at may reult by ue of t)e returned reource ID
i outide t)e cope of t)i feature, a i reporting on any uc) interaction. T)e
interaction may or may not be a realDtime communication eion, and may or may not
occur +it)in t)e ame timeframe a t)e re&uet i ent to 12".
T)e type of ue cae involve 1Epert =inder, +)ere an enterprie reource i re&uired
on an adD)oc bai. 1Epert =inder type application are ometime alo referred to a
F9no+ledge 2orkerG application. T)ey ue ome of t)e ame tec)nology a contact
center, but t)e conteEt of t)e uage i &uite different to a regular contact center.
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5upport of t)i integration place re&uirement on t)e 2= application. =or eEample, t)e
2= application mut be able to conume aync)ronou event from 12", becaue
12" conume t)e re&uet for a given reource i one "#I tranaction, c)eck if uc)
reourceHI are available, and t)en provide a repone to t)e re&uetor in a eparate
"#I tranaction. =urt)ermore t)e 2= application need to be able to invoke t)e relevant
12" "#I in order to re&uet, accept, cancel re&uet for reource. T)e 2=
application )ould be able to import t)e 12" "#I definition from a J"0 file provided by
t)e 12" team
2.1.2 Pat@orm @un-amentas
1nterprie 2ork "ignment i a napDin t)at leverage t)e $ollaboration 1nvironment
!.0 platform and ervice. $ollaboration 1nvironment i a virtualiBed, middle+are
platform for eEecution and management of ervice and application built by cutomer,
partner, and "vaya product and ervice +it) t)e ue of an optional tool, 2orkflo+. It
i alo an integration platform t)at bring into additional collaboration feature et
complimentary to "ura from t)e enterprie and !rd partie via O5nap In;.
12" -.0 repreent an integration of t)e 12" napDin and aociated ervice +it)
2orkflo+.
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T)e environment provide calability, ecurity, proviioning and management, a
meage bu, and a tandardiBed development tool, 2orkflo+ HutiliBing ,T'>%I, all on
in a virtualiBed environment.
T)e follo+ing ubDection reference ome of t)e key $1 platform capabilitie and )o+
t)ey are utiliBed by 12".
2.1.2.1 4ig3 A/aia1iity
T)e 12" ,ig) "vailability implementation i baed on $1 platform fundamental. T)e
implementation conit of6
1. <o ingle point of failure H5#*=I
2. Data H+ork re&uet, tate, admin dataI are preerved +it)in t)e data grid
provided +it) $1!.0
a. Data grid pan $1 node
b. Data i replicated by t)e grid to a backup pace
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!. #roceing .nit H#.I eEecuting logic +ill automatically failover to t)eir
aociated ?ackup #. +it)in t)e grid
a. T)i i a core feature of t)e )ig) availability implementation, and i
provided by $1 grid infratructure
b. In addition, to deal +it) t)e poibility of a ilent failure Ht)read blockingI
+)ic) may not be detected, a 2atc)Dog implementation +ill be in place
for critical #.. T)i involve periodic +rite to a pace +)ic) i litened to
by a 2atc)Dog and +)ic) +ill programmatically invoke a #. failover if
neceary
4. 0et re&uet from client are load balanced by $1!.0
a. >oad ?alancing i provided by t)e platform in activeCtandby mode i.e. >?
itelf i alo )ig)ly available
b. >? failure, erver failure +ill not reult in lo of ervice
%. 0et re&uet Hync)ronouI are reDtried by client upon abence of repone
a. T)ere may be failure cae +)ere a re&uet or re&uet repone can be
lot due to eit)er not )aving been +ritten to a replicated pace or it )aving
been taken from a pace at t)e point of failure. T)ee can be )andled by
client retry baed on lack of repone and timeout.
(. 0et inputCoutput event frame+ork i reliable and )ig)ly available
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a. 'ultiple I' 0et #. are provided
b. 0et re&uet +ill be preerved +it)in t)e grid +)ile t)ey are being
proceed in t)e ytem
c. 0et 0e&uet are modeled in $$'odel a 2ork. *nce a re&uet i
received it i ackno+ledged H*9Ped back to clientI +)en it i guaranteed
preerved in t)e grid i.e. uccefully +ritten to backup pace and active
pace. T)e intention from a ," perpective i t)at t)e $$'odel internal
eventing frame+ork bet+een t)e grid to ot)er component Hpolling,
notification etcI cater to failure cenario of t)oe component i.e. due
to grid preervation, a retarted or alternative component +ill receive t)e
re&uet
7. D05 i ued to keep configuration and cc admin data ync)roniBed
a. 1ac) $1 node receive D05 update
b. 1ac) $1 node contain a D05 client and a #ot@re D?
c. #ot@re D? are maintained in ync) by D05 from mater 5'@0 D?
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2.1.2.2 Ser/i"ea1iity
12" +ill leverage all erviceability capabilitie a offered t)roug) t)e $1 !.0 platform.
0efer to ection 5erviceability for more detail.
2.1.2.) Depoyment;&nstaaion
12" +ill leverage t)e deployment and intallation capabilitie a offered t)roug) t)e $1
!.0 platform. 0efer to ection Intallation and .pgrade for more detail
2.1.) #on@iguration $/er/ie6
T)i ection detail baic configuration via $1 1lement 'anager on 5ytem 'anager.
T)e $1 grid infratructure t)at 12" +ill utiliBe +ill be configured via a $1 cluter profile.
12" component +ill be configured via t)e $1 1lement 'anager in 5ytem 'anager.
5ytem 'anager +ill +rite configuration data to it local #otgre5N> databae, +)ic)
+ill t)en be replicated to t)e $1 intance via D05. T)e 2"'anager napDin +ill
retrieve #. configuration data from t)e $1 intance databae and +rite it to a central
configuration pace on t)e $1 grid from +)ic) it +ill be retrieved by t)e component
proceing unit.
'ot configuration item fall into one of t)e follo+ing categorie6
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Timeout for t)e variou +ork tate managed by t)e Interaction 'anager
@rid locator for component +)ic) +ill acce t)e grid He.g. I' 0et, 1'"
$onfigI.
I' 0et callback and ecurity
2.1.4 Ar"3ite"tura Aternati/es #onsi-ere-
#roductiBing an implementation of 12" on t)e 2indo+ platform +a conidered, a
t)i +a t)e platform on +)ic) t)e original 12" prototype +a developed. ,o+ever in
order to align +it) a common platform H0ed ,at >inuEI acro "vaya; maAor product
component, it +a decided to port 12"; implementation to 0,1>.
?efore a deciion +a made to align of $ollaboration 1nvironment H$1I a "vaya;
platform of c)oice for enterprie application, a verion of 12" t)at +ould run on an
alternative platform +a conidered. T)i verion of 12" could be built uing primarily
t)e @igapace L"# a t)e application )oting platform, +it) t)e main component in
t)e olution Hincluding 12"I )oted a L"# #roceing .nit H#.I. Due to t)e clear
ynergie involved in aligning on $1, and conformance +it) t)e overall "vaya trategy,
12" +ill be created and deployed a a $1 napDin.
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2.2 Re5uirements $/er/ie6
T)e main )ig) level re&uirement for 12" -.0 are a follo+J
2orkflo+ tak for reource election 4 t)i e&uate to upport for 1D1 and 1D<
reource election feature.
"ttribute baed matc)ing 4 $ore attribute baed matc)ing feature
'etric 4 'etric "#I eEpoed via 2orkflo+ tak to return metric aociated
+it) reource and attribute He.g. eEpected +ait timeI
5upport capacity 4 up to 2,000 active reource
,ig) availability 4 12" baed on $1 !.0 and leveraging platform native
reiliency and +ill be deployed acro $1 cluter to offer a )ig) availability
deployment.
0eource 5tate 5D9 4 0e5T ervice to allo+ integration +it) reource tate
provider
"dminitration 4 "dminitration feature in upport of t)e above realiBed t)roug)
"$$$' .I and 5ytem 'anager.
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0efer to 1nterprie 2ork "ignment #roduct 0e&uirement Document H$ID 1(!%!1I
for more inDdept) detail.
2.) Cser S"enarios
12" -.0 i leveraged in t)e main t)roug) a 2orkflo+ integration. T)e key ue cae
t)i integration i re&uired to upport are baed fundamentally on 12" ability to matc)
reource to +ork.
12" pecific 2orkflo+ tak +ill enable cutomer to define buine procee t)at
can leverage 12" matc)ing capabilitie to olve F1Epert finderG, FTeam formationG and
ot)er ue cae. 12" +ill upport an "#I for re&ueting team formation dynamically
baed on cutomer or cenario attribute.
12" +ill upport team formation ue cae +)ere a re&uet can be made +it) attribute
t)at +ill reult in electing a team of reource t)at matc) given et of attribute and
applying reource election trategie.
" ample of ue cae upported are a follo+J
" 2orkflo+ buine proce +ill utiliBe an 12" tak to re&uet a ingle
reource baed on a ingle attribute et
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" 2orkflo+ buine proce +ill utiliBe an 12" tak to re&uet multiple
reource baed on a ingle attribute et
" 2orkflo+ buine proce +ill utiliBe an 12" tak to re&uet all reource
baed on a ingle attribute et
" 2orkflo+ buine proce +ill utiliBe an 12" tak to re&uet reource
baed on multiple attribute5et
" 2orkflo+ buine proce +ill utiliBe an 12" tak to cancel any
eEitingCouttanding 12" reource re&uet.
" 2orkflo+ buine proce +ill utiliBe an 12" to &uery t)e tatiticCmetric
aociated +it) a ingle attribute et.
" 2orkflo+ buine proce +ill utiliBe an 12" tak t)at +ill conume an
adminitered proficiency value for a reource for a given attribute et and take
t)at proficiency into account +)en matc)ing t)e reource
=or t)i firt releae, it enviaged t)at 12" matc)ing ervice +ill only be available
t)roug) ue of aociated 12" tak packaged a part of 2orkflo+.
2.4 &mpementation #onstraints an- #ompati1iity #onsi-erations
2.4.1 Pre/ious Reeases
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<"
2.4.2 Reate- Ar"3ite"tura or ?eature De/eopments
1. $1 !.0 i being contemporaneouly developedJ 1nterprie 2ork "ignment i
built upon t)e $1!.0 platform
2. 2= 1.0 i being contemporaneouly developedJ 1nterprie 2ork "ignment
olution relie upon 2= to eEpoe 12" matc)ing ervice a 2= tak
!. #aul D;"rcy 6 "$$$' 7.L i being contemporaneouly developedJ 1nterprie
2ork "ignment +ill utiliBe "$$$' a it adminitration .I
2.4.) Per@orman"e an- #apa"ity #onsi-erations
5upported capacity for 12" -.0
"ctive reource 6 2,000.
12" re&uet per )our 6 40,000.
2.4.4 =a"k6ar- #ompati1iity
<"
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
2.4.+ Risks an- ?un-amenta Assumptions
0ik include6
$1!.0 platform releae doe not provide all of t)e feature and re&uirement upon +)ic) 12" re&uirement
in t)i 50"D are dependent
5'@0 releae doe not provide all of t)e feature and re&uirement upon +)ic) 12" re&uirement in t)i
50"D are dependent
"$$$' releae doe not provide all of t)e feature and re&uirement upon +)ic) 12" re&uirement in t)i
50"D are dependent
2= 1.0 releae doe not provide all of t)e feature and re&uirement upon +)ic) 12" re&uirement in t)i
50"D are dependent
0ik +ill be identified, tracked, and managed uing t)e 0ik Tracking Tool available on t)e #rogram ite at Q
)ttp6CCprogram.avaya.comCccCprogramKcenterCprogramC2ork"ignmentCindeE.ap
"umption include6
$1!.0 platform releae +ill provide t)e feature and re&uirement upon +)ic)
12" re&uirement in t)i 50"D are dependent
2= 1.0 +ill provide t)e feature and re&uirement upon +)ic) 12" re&uirement
in t)i 50"D are dependent
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
"#$ reporting re&uirementC and integration re&uirement are conidered to be
out of cope for t)i initial releae of 12"
2.4.( #$BS &mpa"t

2.4.(.1 4ar-6are
1. T)e eEact pecification +ill be determined during engineering tet againt
engineering limit, )o+ever belo+ give initial guideline
2. 12" ervice +ill be intalled on an abolute minimum of t+o 7'; i.e. at leat
t+o $1 erver.
!. "ll 7'; mut be Ot)ick proviioned; and eac) 7' )a a minimum of - virtual
$#.; and (4@? memory and at leat !00gb of dik.
4. T)e arc)itecture may allo+ for a lo+er pecification for lab and maller
deployment t)at do not re&uire t)e ame cale or ," but t)i type of
deployment may not be teted againt
2.4.(.2 03ir-2Party Eements 7>i"ense Re5uirements9
<"
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
2.+ Depen-en"ies
"vaya $ontact $enter $ontrol 'anager $5" +it) 1nterprie 2ork "ignment H$ID6
1(40(2I
5ytem 'anager $5" +it) 1nterprie 2ork "ignment H$ID6 1(414-I
2orkflo+ $5" +it) 1nterprie 2ork "ignment H$ID6 1(470(I
$1 !.0 #0D H$ID6 1(!2!4I
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
). Re5uirements Spe"i@i"ation
).1 System re5uirements synta8
T)e follo+ing detail key element of eac) 50D )eadingJ
R50D re&uirement numberS H0e&uirement typeJ one of 5ytem, =uture, DeirableI
TtetableDy or nU H$omponentJ one of ""1#, $'", 12" or $$'odelI 50D )ig) level
decription
R1(!-22DEEES H5ytem 0&mtI Ttetable 4yU H12"I #urc)ae 1nterprie 2ork
"ignment a a 5napDin on $1 !.0
1ac) re&uirement +ill )ave a F5tatuG field indicating t)e revie+ tatu of t)e given
re&uirement He.g. F<e6G, F&n Re/ie6G, FRe2Re/ie6G, or F=aseine- DD2%%%2AAGI.
0e&uirement currently in revie+ are )ig)Dlig)ted in blue. #ortion of t)e 50D in blue
teEt )ave not been completed and are not yet ready for revie+. *pen iue or
&uetion in t)e 50D are identified +it) yello+ )ig)Dlig)ting.
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Subject:
Date:
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From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
).1.1 #omponents
T)e follo+ing component are referenced in t)e ytem re&uirement title. T)i indicate
+)at )ig) level component of t)e 12" -.0 olution deliver t)e aociated ytem
re&uirement.
EWA 4 5ytem re&uirement relating to any of t)e 12" napDin
##%o-e 4 5ytem re&uirement relating pecifically to t)e F$$'odelG napDin
W? 4 5ytem re&uirement olely relating to 2orkflo+. "ll 2= dependencie
are tracked from 12" -.0 perpective in 2orkflo+ $5" +it) 12" -.0 H$ID6
1(470(I
S%BR 4 5ytem re&uirement relating to t)e 12" element manager or 5ytem
'anager pecific. "ll 5'@0 dependencie are tracked from 12" -.0
perpective in 5'@0 $5" +it) 12" -.0 H$ID 1(414-I
A###% 4 5ytem re&uirement olely relating to "vaya $ontact $enter $ontrol
'anager. "ll "$$$' dependencie are tracked from 12" -.0 perpective in
"$$$' $5" +it) 12" -.0 H$ID 1(40(2I
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
1.1.2 E8ampe System Re5uirement
D1(0,9)2001E 7System R5mt9 Ftesta1e GyH 7EWA9 Pur"3ase Enterprise Work
Assignment as a snap2in @or #E ).0
" a cutomer I +ill )ave t)e ability to do+nload t)e 12" napDinHI from #>D5
+)ic) can be deployed on $1 !.0. 12" napDin +ill be deployed acro 2"
and $$'odel $1 !.0 cluter.
*+ner6
5ource6 "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D701002I
<ote6
0ationale6 I
Dependency6
5tatu6 <e+ W In 0evie+ W 0eD0evie+ W ?aelined DDD'''D88 W "20 DDD'''D
88
1.2Pat@orm
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
1.2.1 Depoyment
D1()8222001E 7System R5mt9 Ftesta1e GyH 7EWA, ##%o-e9 Enterprise
Work Assignment soution snap2in7s9
1nterprie 2ork "ignment H12"I +ill be packaged a 57"0 and deployed on
$1 ytem. .er +ill )ave t)e ability to do+nload 12" -.0 in t)e form of $1
napDinHI from #>D5 +)ic) can t)en be deployed on $1 !.0. 12" napDinHI
+ill be deployed acro a $1 !.0 cluter.
$6ner' #aul D;"rcy
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D701002
<otes'
Rationae' I
Depen-en"y'
Status' Rea-y @or re/ie6
D1()8222002E 7System R5mt9 Ftesta1e GyH 7S%BR9 Enterprise Work
Assignment a-ministration -epoyment entities
T)e 12" olution +ill )ave a )eadle element manager deployed on 5'@0
eEpoing t)e re&uired adminitration 015T ervice.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
$6ner' 'ic)ael ,artman
<otes'
Rationae' I
Depen-en"y' 5'@0
D1()822200)E 7System R5mt9 Ftesta1e GyH 7EWA9 Pu1is3 t3e $S spe" an-
4ar-6are spe" @or t3e EWA "uster
12" cluter +ill run +it)in t)e conteEt of $1 environment. $1 2"5 and @5
component +ill provide configuration neceary for ucceful deployment. T)e
parameter provided +ill decribe minimum amount of 0"' re&uired to run t)e
particular component and t)eir configuration for eEample t)e number of active
and backup intance. $1 )ould notify t)e end uer if t)e re&uirement
pecified by component can;t be met.
"dditional information +it) repect to neceary )ard+are pecification +ill be
publi)ed in accompanying documentation.
$6ner' Da+id <o+ak
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70100!
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653
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y'
D1()8222004E 7System R5mt9 Ftesta1e GyH 7EWA9 Depoy EWA 8.0 on a
/irtuai:e- en/ironment
T)e 12" -.0 napDinHI +ill deploy on $1 !.0, +)ic) +ill run on virtualiBed
liceHI. 12" -.0 +ill upport multiple lice on t)e ame p)yical boE a long a
it doe not conflict +it) it; ,ig) "vailability policie and eac) lice meet t)e
minimum reource re&uirement.
$6ner' #aul D;"rcy
<otes' 12" +ill not rely on t)e follo+ing 7' functionalityJ v'otion, 5nap)ot,
v'+are ," upport. Due to time contraint 12" -.0 +ill not be 7'+are 0eady
certified.
Rationae' I
Depen-en"y'
146
147
669
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671
672
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()822200+E 7?uture R5mt9 Ftesta1e GyH 7EWA9 Depoy EWA 8.0 on a
/irtuai:e- en/ironment
12" +ill be 7'2are 0eady certified.
$6ner' #aul D;"rcy
<otes'
Rationae' I
Depen-en"y'
Status' Rea-y @or @uture re/ie6
D1()822200(E 7System R5mt9 Ftesta1e GyH 7EWA9 We Do"umente-, easy to
un-erstan- soutions gui-e
12" +ill provide a +ellDdocumented, eay to undertand olution guide t)at +ill
lit t)e variou product t)at make up t)e olution i.e. $1, "$$$', 5'@0, 2=
and 12". It +ill include detail of t)e upported verion of eac) product, t)e
variou upgrade pat) etc. " reference to t)e variou guide t)at are re&uired to
uccefully deploy t)e olution +ill be detailed.
$6ner' #aul D;"rcy
149
150
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688
689
690
691
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700
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702
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y'
D1()822200,E 7System R5mt9 Ftesta1e GyH 7EWA9 We Do"umente-, easy to
un-erstan- instaation pro"ess
12" +ill provide an intallation guide to get t)e 12" napDinHI deployed and
configured on a $1 !.0 cluter. T)i +ill include any 5'@0 deployment and
configuration.
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y'
D1()8222008E 7System R5mt9 Ftesta1e GyH 7EWA9 0oos to -epoy EWA 8.0
reate- snap2ins on a "ustomer site in a timey manner
152
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" i deployed on t)e $1 platform. T)i provide a robut tandardiBed
deployment frame+ork via t)e ue of tandard and gridDbaed 5napDIn. T)i
remove muc) of t)e compleEity aociated +it) 1nterprie cale deployment.
$6ner' =intan ,yne
<otes'
Rationae' I
Depen-en"y' $1 !.0
1.2.2 Cpgra-es
D1()8222009E 7System R5mt9 Ftesta1e GyH 7EWA Soution9 Do"ument t3e
pro"ess o@ upgra-ing t3e EWA soution 6it3 minima -o6ntime an-
minima "on@iguration
" a cutomer, I eEpect a detailed documented proce on )o+ to upgrade t)e
12" olution to minimiBe t)e amount of do+ntime and miconfigurationJ to
minimiBe t)e do+ntime I eEpect t)e document to outline t)at variou upported
upgrade pat), t)e proce of backupCretore in cae t)e backup fail, t)e order
155
156
722
723
724
725
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727
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729
730
731
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733
734
735
736
737
738
739
157
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
in +)ic) t)e variou product )ould be upgraded i.e. t)e >icene erver )ould
be upgrade before 5'@0, 5'@0 )ould be upgrade before $1 etc..
$6ner' #aul D;"rcy
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70102-
<otes'
Rationae' I
Depen-en"y' $1, 5'@0, "$$$', 2=
D1()8222010E 7?uture R5mt9 Ftesta1e GyH 7EWA Soution9 Do"ument t3e
pro"ess o@ upgra-ing t3e EWA soution 6it3 :ero -o6ntime an- minima
"on@iguration
" a cutomer, I eEpect a documented proce on )o+ to upgrade t)e 12"
olution +it) Bero do+ntime and minimum configuration. I eEpect t)e document
to outline t)at variou upported upgrade pat), t)e proce of backupCretore in
cae t)e backup fail, t)e order in +)ic) t)e variou product )ould be upgraded
i.e. t)e >icene erver )ould be upgrade before 5'@0, 5'@0 )ould be
upgrade before $1 etc.
$6ner' #aul D;"rcy
158
159
740
741
742
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70102-,
"vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70102/
<otes'
Rationae' I
Depen-en"y' $1, 5'@0, "$$$', 2=
D1()8222011E 7System R5mt9 Ftesta1e GyH 7EWA soution9 Do"ument 3o6
#E upgra-es are appie- on an EWA soution -epoyment 6it3 minima
-o6ntime.
" a cutomer, I eEpect 12" olution to upport and document a viable mean
to upgrade $1 in an 12" olution deployment +it) minimal do+ntime.
$6ner' =intan ,yne
<otes'
Rationae' I
Depen-en"y' $1 !.0
161
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766
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768
769
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771
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774
163
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()8222012E 7System R5mt9 Ftesta1e GyH 7EWA soution9 Support #E
upgra-es an- remain "ompati1e 6it3 #E upgra-es t3roug3out i@e"y"e o@
pro-u"t.
" a cutomer, I eEpect 12" to modify integration +it) $1 over t)e lifepan of
t)e product to enure interoperability on $1 and any potential $1 upgrade.
$6ner' =intan ,yne
<otes'
Rationae' I
Depen-en"y' $1 !.0
D1()822201)E 7Desira1e R5mt9 Ftesta1e GyH 7EWA soution9 Support an-
-o"ument S%BR upgra-es
" a cutomer, I eEpect 12" olution to upport and document a viable mean
to upgrade 5'@0 in an 12" olution deployment. I eEpect 12" to modify
integration +it) 5'@0 over t)e lifepan of t)e product to enure interoperability
on 5'@0 and any potential 5'@0 upgrade.
164
165
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776
777
778
779
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784
785
786
787
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789
790
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792
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y' 5'@0
D1()8222014E 7System R5mt9 Ftesta1e GyH 7EWA9 Support EWA upgra-es
6it3 minima -o6ntime an- minima "on@iguration.
" a cutomer, I eEpect 12" to provide a documented procedure on )o+ to
upgrade napDinHI from one verion to anot)er +it) minimum do+ntime and
minimum configuration.
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y'
167
168
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794
795
796
797
798
799
800
801
802
803
804
805
806
807
808
169
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()822201+E 7?uture R5mt9 Ftesta1e GyH 7EWA9 Cpgra-e to ne6er /ersion
6it3 :ero -o6ntime an- -on!t ose any "ontinuity in my operation or 3a/e
to repeat any "on@iguration steps
" a cutomer, I eEpect 12" to provide a documented procedure on )o+ to
upgrade napDinHI from one verion to anot)er +it) Bero do+ntime and
minimum configuration
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y'
D1()822201(E 7System R5mt9 Ftesta1e GyH 7S%BR9 Cpgra-e EWA eement
manager to ne6er /ersion 6it3 minima -o6ntime an- a/oi- 3a/ing to
repeat any "on@iguration steps
" a cutomer, I eEpect to be able to upgrade t)e 12" element manager and
)ave provided a documented procedure on )o+ to upgrade 1lement manager
from one verion to anot)er +it) minimum do+ntime and minimum configuration.
170
171
809
810
811
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814
815
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819
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821
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823
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y'
1.2.) Pat"3ing
D1()822201,E 7System R5mt9 Ftesta1e GyH 7EWA soution9 Do"ument t3e
a1iity to pat"3 t3e EWA soution
" a cutomer, I eEpect to )ave a documented procedure on )o+ to patc) every
apect of t)e 12" olution. T)i document +it) outline t)e patc) proce for all
t)e product Hi.e. 12", 2=I. Document t)e backupCretore procedure a part of
t)e patc) proce, in cae of fall back +)ere t)e patc) proce fail and t)e
dependency order in +)ic) patc)e )ould be applied i.e. patc) 5'@0 before
patc)ing $1.
$6ner' #aul D;"rcy
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70104(a
<otes'
173
174
827
828
829
830
831
832
833
834
835
836
837
838
839
840
841
842
843
844
175
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Rationae' I
Depen-en"y' $1, 5'@0, "$$$', 2=
Status'Rea-y @or re/ie6
D1()8222018E 7System R5mt9 Ftesta1e GyH 7EWA9 03e a1iity to pat"3 EWA
snap2in7s9 6it3out any oss o@ "on@iguration -ata an- minimum
"on@iguration a"ti/ity
" a cutomer, I eEpect to )ave t)e ability to patc) t)e 12" napDinHI running
on $1 cluter +it)out any lo of configuration data and minimum configuration
activity
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y'
176
177
845
846
847
848
849
850
851
852
853
854
855
856
857
858
859
178
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()8222019E 7System R5mt9 Ftesta1e GyH 7S%BR9 03e a1iity to pat"3 EWA
eement manager 6it3out any oss o@ "on@iguration -ata an- minima
"on@iguration a"ti/ity
" a cutomer, I eEpect to )ave t)e ability to patc) t)e 12" 1lement manager
running on 5'@0 +it)out any lo of data and minimum configuration activity
<otes'
Rationae' I
Depen-en"y' 5'@0
D1()8222020E 7?uture R5mt9 Ftesta1e GyH 7EWA soution9 Do"ument t3e
a1iity to 3ot pat"3 t3e EWA soution 6it3 :ero -o6ntime
" a cutomer, I eEpect to )ave a documented procedure on )o+ to )ot patc)
every apect of t)e 12" olution +it) Bero do+ntime. T)i document +it) outline
t)e patc) proce for all t)e product H i.e. $', $'", ""1# etc.. I. Document t)e
backupCretore procedure a part of t)e patc) proce, in cae a fall back i
179
180
860
861
862
863
864
865
866
867
868
869
870
871
872
873
874
875
876
181
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
re&uired, +)ere t)e patc) proce fail and t)e dependency order in +)ic)
patc)e )ould be applied i.e. patc) 5'@0 before patc)ing $1.
$6ner' #aul D;"rcy
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70104(b
<otes'
Rationae' I
Depen-en"y'
D1()8222021E 7?uture R5mt9 Ftesta1e GyH 7EWA9 03e a1iity to 3ot2pat"3
EWA snap2in7s9 6it3 :ero -o6ntime an- minimum "on@iguration a"ti/ity
" a cutomer, I eEpect to )ave t)e ability to )ot patc) t)e 12" napDinHI
running on t)e 2" cluter +it) Bero do+ntime, +it)out any lo of data and
minimum configuration activity
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y'
182
183
877
878
879
880
881
882
883
884
885
886
887
888
889
890
891
892
893
894
184
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()8222022E 7?uture R5mt9 Ftesta1e GyH 7S%BR9 03e a1iity to 3ot2pat"3
EWA Eement %anager 6it3out any oss o@ -ata an- minimum "on@iguration
a"ti/ity
" a cutomer, I eEpect to )ave t)e ability to )otDpatc) t)e 12" 1lement
manager running on 5'@0 +it) Bero do+ntime, +it)out any lo of data and
minimum configuration activity
<otes'
Rationae' I
Depen-en"y' 5'@0
1.)#ommon Engineering #riteria
D1()82220)0E 7System R5mt9 Ftesta1e GyH 7EWA9 #E# "ompiant
185
186
895
896
897
898
899
900
901
902
903
904
905
906
907
908
909
910
187
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
$1 !.0 provide t)e platform for 12". 12" +ill make a conciou effort not to
break any of t)e $1 compliance t)at are provided by $1 !.0 and for any 12"
functionality t)at run on t)e platform it +ill ad)ere to a many of t)e #1 and
#2 a poible. It +ill alo lay out a roadmap to comply +it) any #1C#2 t)at
it; currently doe not meet.
$6ner' Da+id <o+ak
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70100(
<otes'
Rationae' I
Depen-en"y' $1 !.0
1.).1 #E# #ompian"e Responses
T)e 12" -.0 compliance rating can be found at
)ttp6CCprogram.dr.avaya.comC$$C#rogramK$enterCprogramC+orkaignmentC5tanda
rd$)ecklit.ap.
188
189
911
912
913
914
915
916
917
918
919
920
921
922
923
924
925
926
927
928
190
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 12" compliance rating i a repone to t)e $1$ re&uirement t)at 12" i
reponible forJ i.e. it i not a compliance rating for t)e 12" -.0 olution. =or eEample
12" -.0 doe not )ave it o+n .er Interface, 12" -.0 i adminitered by 5'@0 and
"$$$' +)ic) are eparate product +)ic) )ave t)eir o+n dedicated "@5# lifecycle
and releae c)edule, and a uc) )ave t)eir o+n $1$ tandard. T)i approac) )a
been agreed +it) t)e variou $1$ take)older.
" 12" napDin run on $1 !.0, $1 !.0 provide t)e compliance rating for a lot of t)e
5erviceability re&uirement. 12" )a analyBed all t)e re&uirement in detail o t)atJ
1. It doe not break any of t)e compliance provided by t)e $1 team a part of $1 !.0.
2. To enure t)at if t)ere i additional +ork re&uired by 12" for functionality it provide
to bae $1 !.0 i c)eduled and factored into any $1$ compliance rating.
T)e follo+ing i a ummary of 12" -.0 $1$ complianceJ
).1.1.1 #ommon Cser Pro/isioning
#ompian"e Rating' 'arked a <C".
191
192
929
930
931
932
933
934
935
936
937
938
939
940
941
942
943
944
945
946
193
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 2" -.0 olution i adminitered by "$$$' and 5'@0 +)ic) are eparate
product +it) dedicated "@5#. T)ey @" eparately and t)ey )ave t)eir o+n $1$
compliance re&uirement and rating.
).1.1.2 >ogging
#ompian"e Rating' #1 (7X, #2 7%X
T)e main reaon 12" i not compliant on logging iJ
12" ue 5erviceability "gent to read t)e log file to raie 5<'# trap but
5erviceability "gent need preDconfigured log file, )o+ever 12" -.0 log to many
different file and t)e log file name are dynamically generated uing a uni&ue #.
Identifier and t)e #roce id.
12" -.0 +ill not provide a $entraliBed >og 5ervice or >og ,arveting to 5'@0.
12" -.0 +ill provide log arc)iving but t)i +ill only involve Bipping up old log file on
t)e ytem.
).1.1.) S<%P
#ompian"e Rating' #1 /0X, #2 100X
194
195
947
948
949
950
951
952
953
954
955
956
957
958
959
960
961
962
963
964
196
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" -.0 i not compliant on one re&uirement F14(/-/D1(4 6 Diable Trap and Trap
@roupG. T)e ability to diable trap i not available in 5'@0.
).1.1.4 Remote A""ess
#ompian"e Rating' #1 100X, #2 <"
12" -.0 i fully compliantJ 12" +ill ue t)e 5"> @ate+ay provided by t)e $1 team.
).1.1.+ >i"ensing
#ompian"e Rating' #1 100X, #2 100X
3
12" -.0 i fully compliant on t)e licening $1$ re&uirement. It +ill ue t)e licening
frame+ork a provided by t)e $1 platform. In -.0, $1 +ill ue onCoff licening. T)e 12"
licene file +ill be tored on t)e 21?>', 5'@0 +ill ue t)e 21?>' api to get t)e lit
of available licened application. 12" +ill ue t+o form of licening
"ll t)e napDin +ill be digitally igned
197
198
965
966
967
968
969
970
971
972
973
974
975
976
977
978
979
980
981
199
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 2"1 napDin +ill read t)e potgre on tandup to c)eck if it )a a valid token, if
t)e token i valid t)e napDin +ill tartup ot)er+ie it +ill not tartup and raie an
alarm.
).1.1.( &nstaation
$1 provide t)e platform for 12", o it i dependent on it for all i
intallationCdeployment re&uirement. 12" +ill conit of a et of napDin t)at +ill be
deployed on $1 cluter. " cluter contain t+o or more 7' lice for ,ig) availability
and cale. *ne or more 7' lice can run on t)e ame p)yical mac)ine a long a it
doe not break it )ard+are and ," re&uirement.
).1.1., Per@orman"e %anagement
#ompian"e Rating' #1 -0X, #2 <"
200
201
982
983
984
985
986
987
988
989
990
991
992
993
994
995
996
997
202
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" i not fully compliant on one #1 D F14-171D040 6 0ealDtime and ,itorical
#erformance DataG. 12" +ill make a bet effort to provide a muc) realDtime and
)itorical performance data a poible.
).1.1.8 ?aut isoation an- trou1es3ooting
#ompian"e Rating' #1 -(X, <"
12" doe not meet one of t)e #1 re&uirement 4 F14-172D110 6 TraceCDebug
capabilitieG, 12" doen;t )ave t)e ability to provide topCtart timer.
).1.1.9 System Pat@orm A-option
#ompian"e Rating' 'arked a <C".
T)i re&uirement i not applicableJ 12" i made up of a number of napDin t)at run
on t)e $1 platform.
203
204
998
999
1000
1001
1002
1003
1004
1005
1006
1007
1008
1009
1010
1011
1012
1013
205
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
).1.1.10 J%6are A-option
#ompian"e Rating' #1 (0X, #2 (7X
12" doe not meet all t)e 7' $1$ re&uirement for t)e follo+ing reaon
1%%!2/D020 7'+are ,ypervior 7erion 5upport 6 T)e $1 2.0 team )ave tated
5upport )ypervior verion % H<I, but verion 4 H<D1I not teted.
155329-210 vMotion Support , 155329-220 VMware HA Support, 155329-320 Storage vMotion Support:
Will not be supporte as a large a!ount o" testing is re#uire to !a$e sure t%at t%e& on't (on"li(t wit% Was
HA strateg&)
1%%!2/D0!0 7'+are 0eady $ertified 6 2ill be upported due to a large teting
eEercie and t)i i not ufficient time in t)e firt releae in t)e product. 2ill look at
becoming 7' certified in ube&uent releae.
).1.1.11=ro6ser Aignment
#ompian"e Rating' 'arked a <".
12" napDinHI don;t )ave any .er interface. T)e 12" olution i adminitered by
5'@0 and "$$$' +)ic) are eparate product, +)ic) @" eparately and t)ey )ave
t)eir o+n $1$ compliance re&uirement and rating.
206
207
1014
1015
1016
1017
1018
1019
1020
1021
1022
1023
1024
1025
1026
1027
1028
1029
1030
1031
1032
208
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
).1.1.12 Data Pri/a"y an- ?&S%A
#ompian"e Rating' <", 0X
Data #rivacy and =I5'" i a rollup of a lot of t)e ot)er $1$ ecurity re&uirement.
12" i not compliant on Data #rivacy and =I5'" becaue encryption i not fully
compliant and Java =I#5 i not certified.
).1.1.1) Aut3enti"ation, Aut3ori:ation an- Singe Sign2on
#ompian"e Rating' #1 100X, -0 EX
T)ere i 5ingle 5ign *n re&uired bet+een t)e 12" 1lement 'anger and t)e 5'@0
uer account, o t)at t)e "$$$' uer can create a uer account on 5'@0, t)en ue
t)i account to acce t)e 12" "dmin 0et ervice.
).1.1.14 0rust an- #ert %anagement
#ompian"e Rating' #1 7%X, #2 100X
209
210
1033
1034
1035
1036
1037
1038
1039
1040
1041
1042
1043
1044
1045
1046
1047
1048
1049
211
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<ot compliant on t)e follo+ing t+o re&uirement
1474!4D070 5upport for c)ecking $ertificate 0evocation tatu 6 T)ere i a
dependency on 5'@0
1474!4D120 5igned oft+areCfirm+are validation 6 5ignature validation i done on
$1 platform, but not on 5'@0 ide to intall $1 1'.
).1.1.1+ En"ryption
#ompian"e Rating' #1 7!X, #2 <"
3
12" i not compliant on t)e follo+ing t)ree re&uirementJ
147%1!D040 5ecure data tranmiion for management6 *nly ecure a far a t)e
load balancer, no encryption load balancer at t)e )ttp endpoint. <o encryption
bet+een $' to $'" to 0#.
147%1!D0%1 5tandard 1ncryption algorit)m6 $1 doe not upport 204-Dbit.
Dependency on 5'@0.
147%1!D1(0 =I#5D140D2 $ryptograp)ic 'odule6 =I#5 140D2 not currently upported
212
213
1050
1051
1052
1053
1054
1055
1056
1057
1058
1059
1060
1061
1062
1063
1064
1065
1066
1067
214
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
).1.1.1( D$S an- ?ire6a
#ompian"e Rating' #1 2%X, #2 100X
12" )a marked itelf not compliant on a number of t)e teting re&uirement i.e. denial
of ervice and on "pplication protocol fuBBing protection but it )ould be noted t)at t)i
teting +ill be done by t)e "vaya 5ecurity team a part of a ne+ initiative t)at i being
currently rolled out.
).1.1.1, $perating System
#ompian"e Rating' #1 -/X, #2 -/X
12" i not fully compliant on t)e follo+ing re&uirement
147-4/D200 2eb 5erver 5ecurity6 T)i i made up of 12 ubDre&uirement and +e
break one of t)e re&uirement, +e donPt limit large data re&uet.
).1.1.18 S&P Re@eren"e Ar"3ite"ture
#ompian"e Rating' 'arked a <"
215
216
1068
1069
1070
1071
1072
1073
1074
1075
1076
1077
1078
1079
1080
1081
1082
1083
1084
217
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" doe not )ave any 5I# re&uirement.
).1.1.19 &PJ(
It )a been agreed +it) product management and +it) t)e $1$ take)older, t)at 2"
+ill not upport I#7( in it firt releae.
).1.1.20 A""essi1iity;+08 #ompian"e
12" i a napDin t)at run on t)e $1 platform. It doe not )ave it o+n .I, t)e 12"
olution i adminitered by 5'@0 and "$$$' +)ic) are eparate product, t)at @"
eparately and t)ey )ave t)eir o+n $1$ compliance re&uirement and rating.
218
219
1085
1086
1087
1088
1089
1090
1091
1092
1093
1094
1095
1096
1097
1098
1099
1100
220
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
).1.1.21 &nternai:ation
12" -.0 +ill be fully compliant on t)e internaliBation $1$ re&uirement, it upport
.nicode for input, output, proceing and torage. 12" +ill eEternaliBed itP tring, but
t)e teEt output are for alarm, log file etc. o t)ey donPt )ave to be localiBed for end
cutomer.
1.4Work -istri1ution re5uirements
1.4.1 Agent mat"3ing
D1()8222040E 7System R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G
mat"3ing resour"es
12" +ill be able to proce reource tate information received from one or
more 2= buine procee utiliBing an 12" tak t)at +ill enable 12" to
matc) +ork to one or more reource baed on reource availability and t)e
routing trategy employed a dictated t)roug) tak parameteriBation.
$6ner' Da+id <o+ak
221
222
1101
1102
1103
1104
1105
1106
1107
1108
1109
1110
1111
1112
1113
1114
1115
1116
1117
1118
223
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y' W?
D1()82220(1E 7System R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G
-ynami" attri1ute 6ork asso"iation
12" +ill recogniBe +)en ne+ attribute are added to agent and take t)i into
account for any eEiting or ube&uent matc) re&uet.
$6ner' Da+id <o+ak
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70201(
<otes'
Rationae' I
Depen-en"y' W?
224
225
1119
1120
1121
1122
1123
1124
1125
1126
1127
1128
1129
1130
1131
1132
1133
1134
226
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()8222041E 7System R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G pro"ess
6ork;mat"3 re5uests @rom AAEP
12" +ill be able to proce +orkCmatc) re&uet and any ot)er aociated
matc)ing re&uet received from one or more 2= buine procee utiliBing
an 12" tak t)at +ill enable 12" to matc) an available kno+n reource to t)at
+ork taking t)e reource tate and any routing trategie employed into account.
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y' W?
D1()8222042E 7?uture R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G pro"ess
6ork;mat"3 re5uests @rom e8terna systems
12" +ill be able to proce +orkCmatc) re&uet and any ot)er aociated
matc)ing re&uet received from one or more eEternal ytem via aociated
open "#I t)at +ill enable 12" to matc) an available kno+n reource to t)at +ork
taking t)e reource tate and any routing trategie employed into account.
227
228
1135
1136
1137
1138
1139
1140
1141
1142
1143
1144
1145
1146
1147
1148
1149
1150
1151
1152
229
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y'
D1()822204)E 7System R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G support
@or 6ork see"tion strategy
12" +ill offer a cutomer an ability to elect and configure a +ork election
trategy for a reource. 2ork election trategie are eEecuted +)en reource
become availableHreadyI. T)e uer +ill be able to elect a trategy from a lit of
upported trategie and aign it to a reource via an adminitration interface.
T)e default trategy +ill be ued by 2"1 if no trategy )a been elected by t)e
end uer.
$6ner' Da+id <o+ak
<otes'
Rationae' I
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Depen-en"y' A###%, S%BR
D1()8222044E 7System R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G support
@or resour"e see"tion strategy
12" +ill offer a cutomer an ability to elect and configure a reource election
trategy for an incoming +ork re&uet. 0eource election trategy i eEecuted
+)en a ne+ matc) re&uet i ent to 12". T)e trategy +ill be electable in t)e
conteEt of t)e 2= 12" tak. " default trategy +ill be ued if no trategy i
elected.
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y' W?
D1()822204+E 7System R5mt9 Ftesta1e GyH 7W?9 Resour"e %at"3ing
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
2= via aociate 12" takHI +ill be able to iue matc)ing re&uet to 12"
pecifying t)e ervice HattributeHII for appropriate reource to )andle t)e
aociated +ork. T)e 2= buine proce +ill )ave tak to 0e&uet
reourceHI, $ancel re&uet, $omplete re&uet and iue metric re&uet.
5ome repone +ill be aync)ronou in nature.
$6ner' =intan ,yne
<otes'
Rationae' I
Depen-en"y' W?
D1()822204(E 7System R5mt9 Ftesta1e GyH 7EWA9 Resour"e %at"3ing G
support @or resour"e a-ministration
12" +ill eEpoe adminitration "#I uc) t)at client H5'@0I can invoke $0.D
operation for 12" reource. "ll adminitration c)ange +ill be perited local
cluter.
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70-027
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y' "$$$', 5'@0
D1()822204,E 7System R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G support
@or attri1ute, attri1ute set K ser/i"e a-ministration
12" +ill eEpoe adminitration "#I uc) t)at client H5'@0I can invoke $0.D
operation for 12" attribute, attribute et and ervice. "ll adminitration
c)ange +ill be perited local to cluter.
<otes'
Rationae' I
Depen-en"y' "$$$', 5'@0
D1()8222048E 7System R5mt9 Ftesta1e GyH 7EWA9 Agent %at"3ing G support
@or a-ministration "3ange noti@i"ation
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" +ill eEpoe adminitration "#I uc) t)at client can regiter for and receive
notification of any regitered adminitration c)ange to any of t)e 12" olution
adminitration entitie.
<otes'
Rationae' I
Depen-en"y' "$$$', 5'@0
1.4.2 %at"3ing;Re5uesting resour"e7s9
D1()8222049E 7System R5mt9 Ftesta1e GyH 7EWA9 Support re5uire-
resour"e
12" +ill upport an interface t)at allo+ a $utomer via an 2orkflo+ tak to
invoke a ervice t)at reult in 12" matc)ing ervice being eEecuted +)ere t)e
+ork can be matc)ed to a pecific reource, t)e reource being identified by a
uni&ue ID.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
It mut be poible for 2= tak to provide a ervice to +)ic) t)e +ork i &ueued
if t)e pecified reource i not available, and to pecify t)e period of time after
+)ic) t)e call )ould be &ueued to t)e ervice in addition to remaining &ueued to
t)e pecified reource. If t)e pecified reource i alo configured in t)e ervice,
and t)e call i +aiting in bot) t)e ervice &ueue and t)e reource &ueue, t)en
+)en t)e reource become available t)e +ork )ould be matc)ed and t)at
reource returned to 2= buine proce.
$6ner' =intan ,yne
<otes'
Rationae' I
Depen-en"y'
D1()82220+0E 7System R5mt9 Ftesta1e GyH 7EWA9 Re5uest resour"e task
12" +ill upport an interface t)at allo+ a $utomer via a 2orkflo+ tak to
invoke 12" ervice to matc) 1, many or all reource to a particular
attribute5etHI.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" +ill aync)ronouly repond to t)ee re&uet indicating t)at reourceHI
are available or ube&uently notify 2= in t)e cae +)ere t)e reourceHI are
not available initially.
$6ner' Dara @eary
<otes'
Rationae' I
Depen-en"y' W?
D1()82220+1E 7System R5mt9 Ftesta1e GyH 7EWA9 #ompete 6ork task
indicate to 12" t)at a reourceHI previouly matc)ed )a completed it +ork,
and )ould be no+ made available for future ube&uent matc)e
$6ner' Dara @eary
<otes'
Rationae' I
Depen-en"y' W?
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()82220+2E 7System R5mt9 Ftesta1e GyH 7EWA9 #an"e re5uest task
cancel an inDproce 12" re&uet.
$6ner' Dara @eary
<otes'
Rationae' I
Depen-en"y' W?
D1()82220+)E 7System R5mt9 Ftesta1e GyH 7EWA9 %etri"s re5uest task
invoke 12" ervice to &uery reource or attribute et metric.
$6ner' Dara @eary
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70200!,
1(!%!1D70(00(
<otes'
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Rationae' I
Depen-en"y' W?
D1()82220+4E 7System R5mt9 Ftesta1e GyH 7EWA9 Resour"e Re5uest @or a
0eam o@ Resour"es
" t)e o+ner of an enterprie +)ic) manage reource, I +ant to be able to
make a re&uet for multiple reource at t)e ame time o t)at I can ue 12" to
fetc) a team t)at i re&uired to olve a compleE buine problem.
Today; buine problem are often of a nature +)ereby no ingle peron )a
all t)e kill and aut)oriBation neceary to complete an onD)and tak. I +ant
t)e ability to ue 12" to )elp me identify everal reource of variou type +)o
can be immediately aigned to an onD)and tak.
I +ill ue an "#I eEpoed by 12" to provide a et of attribute et, and 12" +ill
find for me t)e reource t)at are available +it) t)ee attribute et, and return
t)e et of reource to me.
$6ner' <eil *;$onnor
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y'
Status'
1.4.) Work priority
D1()82220++E 7System R5mt9 Ftesta1e GyH 7EWA9 Support Work Priority
7WP9 routing
12" +ill upport +ork prioritiBation on it tandard routing ervice. T)i feature
i only applicable to +ork election trategie. 12" +ill upport an interface t)at
+ill allo+ a cutomer Hvia a 12" 2= takI to iue a matc) re&uet +)ere t)e
priority of t)e +ork can be pecified. .p to ten +ork priority level R1D10S +ill be
upported. 2ork importance i revere of t)e numeric value of +ork priority, o
+ork item +it) t)e lo+et numeric value +ill be elected firt.
$6ner' Da+id <o+ak
<otes'
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Rationae' I
Depen-en"y'
D1()82220+(E 7System R5mt9 Ftesta1e GyH 7W?9 Work Priority
" an 2= buine proce deigner, I +ant to +rite buine procee t)at
can eaily utiliBe t)e 12" ervice interface Hvia 12" 2= takI and invoke
matc) re&uet +)ere +ork priority can be pecified.
$6ner' =intan ,yne
<otes'
Rationae' I
Depen-en"y'
1.4.4 Pro@i"ien"y
D1()82220+,E 7System R5mt9 Ftesta1e GyH 7EWA9 Pro@i"ien"y
a-ministration
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" +ill upport an adminitrative interface Hvia "$$$'I t)at +ill allo+ client to
aign a proficiency Ckill level to an attribute et or ervice for particular
reourceHI 4 )ere are t)e key adminitration tak
0eDdefine a ytemD+ide default proficiency value
Define a default proficiency value for any agent in ervice +)ic) contain
a given attribute et
Define a default proficiency value for an agent in any ervice
Define a proficiency value for an agent in ervice +)ic) contain a given
attribute et
It +ill be poible to indicate on a perDre&uet granularity +)et)er proficiency
)ould be ued in t)e election of reource. If a re&uet i received by 12" +it)
t)e indication t)at proficiency )ould be ued, t)en for eac) attribute et in t)e
re&uet t)e proficiency of t)e reource i conidered. If a re&uet for a given
attribute et i for n reource and proficiency i to be ued, t)en t)e reourceHI
+it) t)e )ig)et proficiency in t)i attribute et are at t)e top of t)e lit. T)e
reource at t)e very top of t)e lit +ill be t)e leat occupied reource +it) t)e
)ig)et proficiency. ?elo+ t)e )ig)et proficiency ubDgroup at t)e top of t)e
returned lit of reource, t)ere may be reource +it) a lo+er proficiency in t)e
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
attribute et. T)i ubDgroup of lig)tly lo+er proficiency reource are alo
arranged in order of occupancy. "nd o on until t)e re&uired n reource are
inerted into t)e lit t)at +ill be returned. It i poible t)at 12" +ill receive a
re&uet for +)ic) it i indicated t)at proficiency )ould not be conidered. In t)i
cae t)e reource at t)e top of t)e lit +ill be t)e one +it) t)e lo+et occupancy,
irrepective of t)e proficiency level of t)at reource in t)e given attribute et.
5ome re&uet +ill be marked Favailability conideredG and ot)er +ill be marked
Favailability not conideredG. #roficiency coring may be ued for bot) of t)ee
cae. $6ner' <eil *;$onnor
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70202/
<otes'
Rationae' I
Depen-en"y' "$$$', 5'@0
D1()82220+8E 7System R5mt9 Ftesta1e GyH 7EWA9 Pro@i"ien"y
12" +ill upport proficiency baed matc)ing. #roficiency i taken into account
during tandard +ork election or reource election trategy eEecution if o
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
adminiteredJ and +ill be electable in t)e conteEt of t)e aociated 12" 2=
tak
$6ner' Da+id <o+ak
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70202/
<otes'
Rationae' I
Depen-en"y'
1.4.+ %uti2ser/i"e re5uests 7Lueue0o%utipe9
D1()82220+9E 7System R5mt9 Ftesta1e GyH 7EWA9 %uti ser/i"e routing
12" +ill upport multi ervice matc)ing on it tandard +ork election routing
trategie.
It +ill upport an interface t)at +ill allo+ a cutomer Hvia a 2= taI to iue a
matc) re&uet +)ere multiple ervice can be pecified. 1ac) ervice i
pecified by a et of attribute. 'ulti ervice routing feature +ill upport a
conideration time Hin econdI +)ere if et to 0, all ervice pecified +ill be
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271
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
matc)ed in parallel. It mut be poible to &ueue 1 +ork to up to 10 ervice at
one time. 2ork can be deD&ueued, reD&ueued +it)out dirupting overall +ait time
or ot)er metric. 2ork can be reDprioritiBed +it)in a given ervice. "ny variation
poible +ill be eEpoed a only a pecialiBationCparameteriBation applicable
on t)e 2= tak
$6ner' Da+id <o+ak
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70200%
<otes'
Rationae' I
Depen-en"y'
D1()82220(0E 7System R5mt9 Ftesta1e GyH 7W?9 %uti ser/i"e mat"3ing
" a 2= buine proce deigner, I +ant to +rite buine procee t)at can
eaily utiliBe t)e 12" ervice interface and invoke matc) re&uet +)ere
multiple ervice can be matc)ed againt for a particular callC+ork item.
$6ner' =intan ,yne
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70200%
<otes'
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274
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Rationae' I
Depen-en"y'
).2 ##%o-e
T)i ection refer to t)e F$$'odelG napDin Hto be renamedI and not t)e $entralied
$$ $ommon 5ervice cluter t)at +ill be employed a part of a $ontact $enter olution
H12" p)ae 2, "#$ -.0, $$1lite : ""1#CI$0 integrationI
3D1()8222100E 7System R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e Design
" a uer I eEpect t)at t)e $$ 'odel to be defined a an obAect model )o+ing
eac) of t)e entitie t)eir relation)ip and propertie. In t)i firt releae, client
of t)e model +ill include 12" Hfuture releae +ill upport integration +it) "#$,
$$1lite, ""1#CI$0, .DI.
T)e model )ould include upporting documentation providing definition for t)e
entitie and t)eir repective propertie. T)i documentation )ould alo include
tate tranition diagram for eac) of t)e entitie.
*t)er conideration for t)e model include 5ecurity, reporting group, agent
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277
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
contact reult He.g., $all2ork$ode, etcI, dimenionality, "gent N aignment, N
tatu, tenancy, multiDmedia and multiplicity.
$onideration from a deign perpective doe not e&uate to commitment to
implement.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20-. .er 5tory6 .57-!4
<otes'
Rationae'
Depen-en"y'
D1()8222101E 7System R5mt9 Ftesta1e GyH 7##%o-e9 Per@orman"e an-
#apa"ity
" a cutomer I eEpect t)e $$'odel napDin to upport meage proceing and
notification t)roug) it "#I arc)itecture, caling to t)e follo+ing re&uirement.
0e&uet per ,our6 40,000
$oncurrent "gent6 2,000
"dminitered "gent6 (,000
$6ner' #aul 9elly
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280
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Sour"e' #0D re&uirement re&uire reviion a it )ould no longer be pecific to
$$1lite agent
<otes'
Rationae'
Depen-en"y'
D1()8222102E 7?uture R5mt9 Ftesta1e GyH 7##%o-e9 Data Jai-ation
?rame6ork
" a uer I eEpect to be able to imulate t)e playback of variou contact
cenario to validate t)e data in t)e grid. T)e playback tool +ill upport t)e
pumpDup of admin data and t)e ability to run concurrent call t)roug) t)e ytem
to facilitate load on t)e grid. It )ould be poible alo to compare tet run +it)
kno+n baeline to validate tet run.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20- D .er 5tory6 .57-!2.
<otes'
Rationae'
Depen-en"y'
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283
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()822210)E 7System R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e Data #ean2
Cp
" a cutomer I eEpect t)e $$ 'odel to purged all obAect from t)e grid once all
proceing on t)e obAect i fini)ed follo+ing t)e +ork going to a completed
tate to optimiBe grid performance. In addition t)e $$ 'odel +ill provide clean
up functionality for condition uc) a6
1. $ontact Data Htuck contactI D t)i i +ork item data t)at +a not marked a
complete due to an error condition HunDreceived meage, etc.I
2. "gent tate t)at appear to )ave gone on too long HubAective and need to
be configurableI
!. "dmin data may be cac)ed and kept in t)e pace for efficiency Hbut may need
to be cleared if #umpD.p occurI
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20- 4 .er 5tory6 .5-04/
"vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70201/
<otes' "#$ input. In cae +)ere dicover iue, +e need to enure logging
)a ufficient detailM .tilie @5 leae eEpiration etc a part of olutionM
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286
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Rationae'
Depen-en"y'
D1()8222104E 7System R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e %emory
%anagement
$$'odel upport t)rottling in cae +)ere rated capacity re&uirement are
eEceeded. $$'odel mut employ defene mec)anim to enure ervice
continuityCdegrade gracefully.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20- T*D* 4 Jon =ord 6
re&uire #0D re&. no.
<otes' "#$ input. 1.g. @iga5pace memory )all be configured to evict obAect
and block t)e inertion of ne+ obAect if neceary to prevent outDofDmemory
condition. T)i )all be configured according to t)e performance re&uirement
for maEimum iBe and t)en protected via t)e memory management facilitie
decribed )ere6 )ttp6CC+iki.gigapace.comC+ikiCdiplayCL"#/C'emoryY'anagementY=acilitie
Rationae'
Depen-en"y'
287
288
1491
1492
1493
1494
1495
1496
1497
1498
1499
1500
1501
1502
1503
1504
1505
1506
1507
1508
1509
289
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()822210+E 7?uture R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e Reporting
%easures
T)e $$'odel )ould eEpoe ufficient "#I to upport t)e calculation of
metricCmeaure by a reporting ytem. "n eEample of meaure reference at
via link belo+J
)ttp6CCcad.rnd.avaya.comCapcC5)aredX20DocumentC=ormC"llItem.apEZ
0oot=older[X2fapcX2f5)aredX20DocumentX2f"#$X20-X2e0X20Deign
X2f*perationalX200eporting:=older$TID[:7ie+[X7bD47101/"X2d01(1
X2d4114X2d/%D!X2d!D7D=4D--$=4X7d
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20- T*D* 4 Jon =ord,
=intan ,yne 6 re&uire #0D re&. no..
<otes'
Rationae'
Depen-en"y'
290
291
1510
1511
1512
1513
1514
1515
1516
1517
1518
1519
1520
1521
1522
1523
1524
1525
1526
1527
1528
292
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
3D1()822210(E 7System R5mt9 Ftesta1e GyH 7##%o-e9 <oti@i"ations
" a uer I eEpect t)e $$'odel "#I to allo+ you to regiter for realDtime
notification againt obAect on t)e model. T)e "#I )ould upport regitering
againt any of t)e obAect or pecific obAect baed on obAect property c)ange.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20-. T*D* 4 Jon =ord,
=intan ,yne 6 re&uire #0D re&. no.
<otes'
Rationae'
Depen-en"y'
3D1()822210,E 7?uture R5mt9 Ftesta1e GyH 7##%o-e9 Support @or -ura1e
noti@i"ations
" a uer I eEpect t)e $$'odel "#I notification mec)anim to be durable
guaranteeing t)e delivery of all notification for durable ubcriber.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20-. T*D* 4 re&uire #0D
re&. no.
293
294
1529
1530
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1533
1534
1535
1536
1537
1538
1539
1540
1541
1542
1543
1544
1545
1546
1547
295
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae'
Depen-en"y'
3D1()8222108E 7System R5mt9 Ftesta1e GyH 7##%o-e9 &n2or-er <oti@i"ations o@
e/ents
" a uer I eEpect t)e $$'odel "#I to upport inDorder notification of event to
obAect in t)e data model. H"ll updateCevent relating to t)e ame piece of +ork
+ill be offered in order. 5imilar for reource tate c)ange HubAect to receiving in
orderII
$6ner' Tommy 'orri
re&. no.
<otes'
Rationae'
Depen-en"y'
296
297
1548
1549
1550
1551
1552
1553
1554
1555
1556
1557
1558
1559
1560
1561
1562
1563
1564
1565
1566
298
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()8222109E 7System R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e AP&
Rea-;Write support 2 "ient
" a uer I eEpect t)e $$ 'odel "#I to provide a $lient "#I t)at allo+ limited 0eadC2rite
acce to t)e $$'odel.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20- T*D* 4 re&uire #0D re&. no.
<otes' T)i "#I +ould be more limited t)at t)e provider "#I and +ill limit t)e available obAect
via t)e "#I and )ave a limited ubet of operation t)at can be eEecuted againt t)e $$'odel.
Rationae'
Depen-en"y'
D1()8222110E 7System R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e AP& Rea-;Write support 2
pro/i-er
" a uer I eEpect t)e $$ 'odel "#I to provide a #rovider "#I t)at allo+ ric)er acce to t)e
$$'odel.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20- T*D* 4 re&uire #0D re&. no.
<otes' T)i "#I +ill allo+ t)e #rovider type of client to acce a larger proportion of model
obAect and eEpoe t)e full range of upported operation for t)e provider current capabilitie.
Rationae'
299
300
1567
1568
1569
1570
1571
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1574
1575
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1577
1578
1579
1580
1581
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1583
1584
1585
1586
1587
301
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Depen-en"y'
3D1()8222111E 7System R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e AP& 0ransa"tion
support
" a uer I eEpect t)e $$ 'odel "#I to upport tranaction for all update to t)e
data model. T)e tranaction upport )ould pan from t)e point t)e ource
incoming meage are proceed rig)t t)roug) to t)e reulting update on t)e
data model.
$6ner' Tommy 'orri
re&. no.
<otes' "#$ input
Rationae'
Depen-en"y'
3D1()8222112E 7System R5mt9 Ftesta1e GyH 7##%o-e9 ## %o-e AP& Data
&ntegrity
302
303
1588
1589
1590
1591
1592
1593
1594
1595
1596
1597
1598
1599
1600
1601
1602
1603
1604
1605
1606
304
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
" a uer I eEpect t)e $$ 'odel "#I proceing logic, upon receipt of an event
t)at caue a critical unrecoverable data error in proceing Hinvalid tate
tranition, miing data, etc.I t)e "#I )all6
1. >og an error meage
2. $lean up any data related to t)e failed contact event proceing
!. 1nure t)at t)e data i left in a conitent tate a if t)e failed contact never
occurred
<*T16 T)i doe not apply to ytem failure and related retry logic and error
)andling
$6ner' Tommy 'orri
re&. no.
<otes' "#$ input
Rationae'
Depen-en"y'
305
306
1607
1608
1609
1610
1611
1612
1613
1614
1615
1616
1617
1618
1619
1620
1621
1622
1623
1624
1625
307
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()822211)E 7?uture R5mt9 Ftesta1eGnH 7##%o-e9 ## %o-e %uti2
0enan"y Support -esign
" a uer I eEpect t)e $$ 'odel and "#I to upport multiDtenanted deployment
providing t)e ability to iolateCdeignate $$ 'odel obAect to ditinct tenant. T)e
"#I mut upport notification of event per tenant to drive tenant pecific realD
time and )itorical reporting.
Deign pecific re&uirement.
$6ner' Tommy 'orri
Sour"e' "vaya "ura #erformance $enter -.0 $ID 1%/20-. .er 5tory6 .52!-2
<otes' "#$ input
Rationae'
Depen-en"y'
1.+Reporting
D1()8222120E 7System R5mt9 Ftesta1e GyH 7EWA9 Reporting support
#roduct management to detail ne+ #0D re&uirement for 12" -.0 Hp)ae 1I
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1DLLLLLL
308
309
1626
1627
1628
1629
1630
1631
1632
1633
1634
1635
1636
1637
1638
1639
1640
1641
1642
1643
310
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae'
Depen-en"y'
1.(4ig3 a/aia1iity
Detail proce, erver, cluter, campu )ig) availability
D1()8222140E 7System R5mt9 Ftesta1e GyH 7EWA Soution9 99.999M
reia1iity an- 3ig3 a/aia1iity 6it3 re-un-an"y @or a "omponents o@ EWA
soution at t3e "ampus e/e in norma -ay to -ay operation 7EWA ony
soution -epoyment G SDN;W? integration 1ase- soution9
" a cutomer I eEpect to )ave6
1. <o ingle point of failure H5#*=I
2. Data H+ork re&uet, reourceHagentI tate, metric, admin dataI
preerved +it)in t)e grid i.e. replicated
!. $omponent to )ave a redundant backup component Hi.e. #. failureI to
cater to component failure
4. >oad ?alancing of 0et re&uet from client
311
312
1644
1645
1646
1647
1648
1649
1650
1651
1652
1653
1654
1655
1656
1657
1658
1659
1660
1661
313
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
%. 0et re&uet Hync)ronouI reDtried upon abence of repone a
neceary
(. ,andling of reDtrie for ame re&uet +it)in component even if original
re&uet already )andled
7. "dmin data ync)roniBation acro eac) node in a cluter
-. 0eDconnection attempt upon connection failure detection and reD
ync)roniBation
/. $learDdo+n notification of dropped call by Interaction 'anager into 12"
upon partial Interaction 'anager failure
10. @uardrail eEpiry of tale call in 12"
$6ner' #aul 9elly
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D7010!2,
1(!%!1D7010!4
<otes'
Rationae' I
Depen-en"y' $1, 5'@0, 5', 5?$C@ate+ay, "$$$', underlying net+ork
infratructure mut be fitDforDpurpoe e.g. latency, band+idt), packet lo,
redundant
314
315
1662
1663
1664
1665
1666
1667
1668
1669
1670
1671
1672
1673
1674
1675
1676
1677
1678
1679
1680
316
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()8222141E 7System R5mt9 Ftesta1e GyH 7EWA9 99.999M reia1iity an-
3ig3 a/aia1iity 6it3 re-un-an"y @or a "omponents o@ EWA snap2in7s9
running on a "uster in norma -ay to -ay operation
" a cutomer I eEpect to )ave6
1. >oad ?alancing of 0et re&uet from client
2. <o lo of ne+ly arriving, active, or &ueued call
!. ?ackup intance of eac) component
4. Data H+ork re&uet, agent tate, metric, admin dataI preerved +it)in
t)e cluter HgridI
%. =ailover upon detection of #. failure or ingle erver failure +it)in a
cluter
(. ,andling of reDtrie for ame re&uet +it)in component even if original
re&uet already )andled
7. 0eDconnection attempt upon connection failure detection and reD
ync)roniBation
-. " a cutomer I do not eEpect to )ave6
/. #reervation of poitionDinD&ueue i.e. call can get an+ered out of order
$6ner' Da+id <o+ak
317
318
1681
1682
1683
1684
1685
1686
1687
1688
1689
1690
1691
1692
1693
1694
1695
1696
1697
1698
319
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D7010!2,
1(!%!1D7010!4
<otes'
Rationae' I
Depen-en"y'
1.,%utipi"ity an- muti"3anne
D1()82221+0E 7System R5mt9 Ftesta1e GyH 7EWA soution9 Support muti2
"3anne types o@ 6ork -istri1ution
" a cutomer, I eEpect 12" to eEpoe eEternal "#IHI t)at +ill allo+ me to
configure my reource +it) many different c)annel type uc) a voice, email
and c)at etc... I eEpect t)e 12" to be able to matc) and route +ork Hi.e.
contact, voice, emailI to t)e appropriate reource.
T)e "#I +ill only be eEecuted in t)e conteEt of aociated 12" 2orkflo+ tak.
T)ere +ill be an open "#I for 0eource #rovider to provide global reource
tate.
320
321
1699
1700
1701
1702
1703
1704
1705
1706
1707
1708
1709
1710
1711
1712
1713
1714
1715
1716
322
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
I eEpect t)e eEternal "#IHI +ill eEpoe t)e ability to
$reate a 0eource
$reate "ttribute
"ign "ttribute to a 0eource
>oginC>ogout of a reource
0eadyC<ot 0eady of a 0eource
"ddCDeleteC.pdate and $omplete 2ork
I eEpect 12" to )andle t)e follo+ing c)annel type
7oice
1mail
2eb
7ideo
'obile
5ocial media
=aE
Document
?ack *ffice 2ork
323
324
1717
1718
1719
1720
1721
1722
1723
1724
1725
1726
1727
1728
1729
1730
1731
1732
1733
325
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
I undertand t)e 12" +ill matc) t)e reource to +ork and it up to t)e calling
applicationCclient to )andle
"ync)ronou re&uetCrepone returned from 12"
.tiliBe t)e reporting "#I
"ppropriately )andle on error notification
Nueued 0epone i.e. may need to periodically c)eck t)e tate of t)e
&ueued repone
*ffered 0epone and route t)e contact to t)e appropriate reource
>et 12" kno+ t)at a piece of +ork i completed
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D71%001
<otes'
Rationae' I
Depen-en"y'
Status
D1()82221+1E 7System R5mt9 Ftesta1e GyH 7EWA9 Support muti2"3anne
types o@ 6ork -istri1ution
3" a cutomer, I eEpect 12" to )andle multiple c)annel type
326
327
1734
1735
1736
1737
1738
1739
1740
1741
1742
1743
1744
1745
1746
1747
1748
1749
1750
1751
328
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
7oice
1mail
2eb
7ideo
'obile
5ocial media
=aE
Document
?ack *ffice 2ork
I eEpect 12" to )ave t)e capacity to )andle 100,000 contact in memory, a
multimedia contact don;t )ave to be an+ered in realDtime. T)e appropriate
routing metric Hoccupancy, reource idleneI +ill be calculated per c)annel.
$6ner' Da+id <o+ak
<otes'
Rationae' I
Depen-en"y'
Status'
329
330
1752
1753
1754
1755
1756
1757
1758
1759
1760
1761
1762
1763
1764
1765
1766
1767
1768
1769
331
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()82221+2E 7System R5mt9 Ftesta1e GyH 7##%o-e9 Support muti2
"3anne types o@ 6ork -istri1ution
" a cutomer, I eEpect $$'odel to upport adaptor t)at can )andle inferred
agent tate coming in t)roug) t)e eEternal "#I and map t)em to tate t)at
can interpreted by 12" to ee if an agent i logged inCoutC available for +ork. I
alo eEpect t)at $$'odel +ill track t)e variou tate of mutiDmedia contact for
reporting purpoe.
$6ner' =intan ,yne
<otes'
Rationae' I
Depen-en"y'
Status'
D1()82221+)E 7System R5mt9 Ftesta1e GyH 7EWA Soution9 Support
mutipi"ity @or muti2"3anne
" a cutomer, I +ant to be able to configure an overall tak ceiling for eac)
reource. T)e tak ceiling i t)e maEimum number of active contact t)at can be
aigned to a given reource at any point in time, +)ere t)e tak ceiling i
332
333
1770
1771
1772
1773
1774
1775
1776
1777
1778
1779
1780
1781
1782
1783
1784
1785
1786
1787
334
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
counted acro all c)annel type of t)e reource. 1Eample of c)annel type are
voice, email, c)at, ocial media etc. =or eEample if a reource i adminitered to
be able to imultaneouly )andle 2 voice, 2 email, 2 c)at and 2 ocial media, and
t)e tak ceiling i et to !, t)en t)i reource +ill not be aigned furt)er +ork if
t)ey already )ave, for eEample, 1 email Y 1 c)at Y 1 ocial media. T)i i o t)at
I can blend t)e c)annel type t)at a given reource can )andle, +)ile at t)e
ame time enuring t)at t)e reource i not over+)elmed +it) imultaneou
+ork.
$6ner' #aul D;"rcy
<otes'
Rationae' I
Depen-en"y'
Status'
1.8AP& an- E8terna inter@a"es;SDN
335
336
1788
1789
1790
1791
1792
1793
1794
1795
1796
1797
1798
1799
1800
1801
1802
1803
337
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()82221(0E 7System R5mt9 Ftesta1e GyH 7EWA Soution9 SDN to e8pose
se"ure e8terna inter@a"e to 3an-e syn"3ronous;asyn"3ronous in/o"ation
o@ EWA soution AP&s.
I eEpect t)e eEternal "#IHI +ill eEpoe t)e ability to
"d)ere to ecurity re&uirement
5upport 12" olution matc)ing "#I
I eEpect t)e 5D9 to upport t)e ame 2ork 5trategy and 0eource
5trategy functionality a t)e bae functionality upported in -.0, for
eEample
Nueue to multiple
2ork #riority,
1tcM
5upport any adminitration "#I
1.g.
o $reate "ttribute
o "ign "ttribute to a 0eource
o >oginC>ogout of a reource
o 0eadyC<ot 0eady of a 0eource
338
339
1804
1805
1806
1807
1808
1809
1810
1811
1812
1813
1814
1815
1816
1817
1818
1819
1820
1821
340
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
o "ddCDeleteC.pdate and $omplete 2ork
$6ner' #aul D;"rcy
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70!002
<otes'
Rationae' I
Depen-en"y'
D1()82221(1E 7System R5mt9 Ftesta1e GyH 7EWA9 0est 3arness to test t3e
SDN e8pe"te- "apa"ity o@ t3e system *+0M an- 3o6 it 6ou- 1e use- in a
rea i@e -epoyment
" a cutomer, I eEpect 12" to +rite tet )arne to tre tet t)e 5D9 and to
mimic )o+ it +ould be ued in a real life deployment. I eEpect t)e tet )arne to
tet t)e follo+ing
$apacity re&uirement Y %0X
$reate error flo+ to validate error )andling
," cenario Hi.e. automatically kill a component under full load to make
ure all call cenario are preervedI.
$6ner' Da+id <o+ak
341
342
1822
1823
1824
1825
1826
1827
1828
1829
1830
1831
1832
1833
1834
1835
1836
1837
1838
1839
343
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y'
D1()82221(2E 7Desira1e R5mt9 Ftesta1e GyH 7EWA9 Sampe Appi"ations to
test t3at t3e EWA SDN is -epoye- "orre"ty an- pro/i-es a starting point
@or -e/eopers
" a cutomer, I eEpect 12" to +rite ample application t)at +ill tet t)at t)e
12" 5D9 )a been deployed correctly on t)e 12" cluter and give a developer
a good tarting point to +rite cutom application. I eEpect ufficient eEample
t)at +ill provide me +it) a valid end to end flo+ for
>og inClog out a reource
'ake a reource availableCunDavailable for +ork
,o+ to include and invoke 12" 2orkflo+ reource matc)ing and ot)er
tak.
$6ner' #aul D;"rcy
344
345
1840
1841
1842
1843
1844
1845
1846
1847
1848
1849
1850
1851
1852
1853
1854
1855
1856
1857
346
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
<otes'
Rationae' I
Depen-en"y'
D1()82221()E 7Desira1e R5mt9 Ftesta1e GyH 7EWA9 EWA SDN -e/eopers
support
" a cutomer, I eEpect an 5D9 developer upport +ebDite, +)ere 5D9
developer can pot &uetion, iue, product improvement, +)ic) +ill be
monitored by 12" developer +)ic) )ave to repond to all &uerie +it)in t)e
agree 5>".
Dev$onnect i a repoitory for ample code and +)itepaper and alo provide
t)e capability to ak &uetion relating to "vaya offering.
T)ere +ill be eparate packaging of 12" 5D9.
$6ner' Dara @eary
<otes'
Rationae' I
Depen-en"y'
347
348
1858
1859
1860
1861
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1863
1864
1865
1866
1867
1868
1869
1870
1871
1872
1873
1874
1875
349
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()82221(4E 7System R5mt9 Ftesta1e GyH 7EWA9 E8pose e8terna SDN
inter@a"es t3at @oo6ing in-ustry stan-ar-s
" a cutomer, I eEpect t)e eEternal interface to follo+ing indutry tandard
met)odiBe Hi.e. 015T, J5*<, L'> etcM I t)at are eay to maintain.
$6ner' =intan ,yne
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70!00(
<otes'
Rationae' I
Depen-en"y'
D1()82221(+E 7?uture R5mt9 Ftesta1e GyH 7EWA9 E8pose metri" @ee-
t3roug3 t3e e8terna SDN inter@a"es
" a cutomer, I eEpect ra+ metric data to be eEpoe a a realDtime feed, t)at i
updated at a configured fre&uency. T)i ra+ metric data +ill conit of a erie of
contact marker H i.e. contact tart, contact endI and timetamp in milliecond
t)at +ill )ave to be conumed by my application and converted into meaningful
350
351
1876
1877
1878
1879
1880
1881
1882
1883
1884
1885
1886
1887
1888
1889
1890
1891
1892
352
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
data. " a cutomer I eEpect t)ere +ill be ome tandard metric t)at are already
calculated, for eEample 5ervice >evel 12T. I undertand t)at I +ill )ave to &uery
an admin pace to tranlate ome of t)e information t)at i repreented by id
into meaningful data.
$6ner' =intan ,yne
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70!00(,
1(!%!1D70(00(
<otes'
Rationae' I
Depen-en"y'
1.9#apa"ities, s"aa1iity an- per@orman"e
1.10 #apa"ity
D1()82221,0E 7System R5mt9 Ftesta1e GyH 7EWA9 Re5uests per 4our G
40,000
353
354
1893
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1896
1897
1898
1899
1900
1901
1902
1903
1904
1905
1906
1907
1908
1909
355
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" +ill upport up to 40,000 re&uet per )our. "ll re&uet +ill be iued in
t)e conteEt of a 2orkflo+ 12" tak H4 tak, 0e&uet, $ancel, $omplete and
'etricI.
$6ner' #aul D;"rcy
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1 4 5ection
7.10 #0D 7er 1.0
<otes'
Rationae' I
Depen-en"y' W?
D1()82221,1E 7System R5mt9 Ftesta1e GyH 7EWA9 <um1er o@ resour"es
a-ministere- G (,000
12" +ill upport up to (,000 adminitered reource.
$6ner' #aul D;"rcy
7.10 #0D 7er 1.0
<otes'
Rationae' I
356
357
1910
1911
1912
1913
1914
1915
1916
1917
1918
1919
1920
1921
1922
1923
1924
1925
1926
1927
358
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Depen-en"y'
D1()82221,2E 7System R5mt9 Ftesta1e GyH 7EWA Soution9 <um1er o@
resour"es "on"urrent;sta@@e- G 2,000
12" +ill upport up to 2,000 active reource t)at +ill be eligible for matc)ing.
$6ner' #aul D;"rcy
7.10 #0D 7er 1.0
<otes'
Rationae' I
Depen-en"y'
D1()82221,)E 7System R5mt9 Ftesta1e GyH 7EWA9 <um1er o@ Ser/i"es G (
12" +ill upport up to ( ervice Hattribute5etI t)at +ill be uable a part of
reourceCmatc)ing re&uet Hinvoked in t)e conteEt of 2= 0e&uet takI.
359
360
1928
1929
1930
1931
1932
1933
1934
1935
1936
1937
1938
1939
1940
1941
1942
1943
361
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
7.10 #0D 7er 1.0
<otes' #0D re&uirement re&uire reviion to reflect buine re&uirement )ere
<eed to trade off bloated "#I veru ufficient fleEibility for re&uetor to build a
team +it) a range of eEpertie.
Rationae' I
Depen-en"y'
1.11 A-ministration
D1()8222180E 7System R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment Resour"e A-ministration
" a 5ytem "dminitrator I +ant to configure 12" reource and aign
attribute to t)ee reource in t)e "$$$' reource configuration o t)at I can
ue 12" to manage t)ee reource and matc) t)ee reource to +ork.
362
363
1944
1945
1946
1947
1948
1949
1950
1951
1952
1953
1954
1955
1956
1957
1958
1959
364
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 12" -.0 "dmin 015T "#I mut allo+ adminitration .I uc) a "$$$' to
pecify t)at pecific reource are reource managed by 12" and to aign
attribute o t)at 12" can correctly matc) t)em againt +ork.
$6ner' #aul Denby
<otes' #0D re&uirement re&uire reviion a it )ould no longer be pecific to
$$1lite agent
Rationae' I
Depen-en"y'
Assignment Data Repi"ation
" a 5ytem "dminitrator I +ant to make adminitration and configuration
c)ange to reource and I +ant t)oe c)ange automatically propagated to
12" ytem a appropriate o t)at all my ytem )ave up to date reource
configuration at all time +it)out any manual intervention from me.
365
366
1960
1961
1962
1963
1964
1965
1966
1967
1968
1969
1970
1971
1972
1973
1974
1975
1976
1977
367
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
$)ange made t)roug) t)e 12" -.0 "dmin 015T "#I mut be automatically
replicated to all relevant 12" component in a timely manner o t)at 12"
matc)ing deciion are made +it) accurate data.
To enure reource configuration i up to date at all time, t)e 5'@0 event
baed D05 mut be ued.
$6ner' #aul Denby
<otes' #0D re&uirement re&uire reviion a it )ould no longer be pecific to
$$1lite agent Rationae' I
Depen-en"y' S%BR e/ent 1ase- DRS @eature an- S%BR #%
syn"3roni:ation 3ook @eature, e8pe"te- post S%BR (.) ?P4
D1()8222182E 7Re5uire- R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment Property A-ministration
#ropertie +ill be preDdefined in t)e 12" ytem D "$$$' need to diplay all
propertie and t)eir default value, and allo+ c)anging of t)e default value.
368
369
1978
1979
1980
1981
1982
1983
1984
1985
1986
1987
1988
1989
1990
1991
1992
1993
1994
370
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)ere +ill be t+o property type in t)e ytem, 0eource propertie, and
?uine H@lobalI #ropertie.
#reDdefined propertie +ill be defined in t)e 12" "dmin databae +)en 12" i
intalled and t)e "dmin 015T "#I +ill upport met)od t)at allo+ a .I to retrieve
t)ee propertie and t)eir initial etting. T)e 015T "#I +ill alo allo+ a .I to
modify default value for bot) 0eource and ?uine propertie
$6ner' #aul Denby
<otes' Derivation rule nonDmodifiable in #)ae 1
Rationae' I
Depen-en"y'
D1()822218)E 7System R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment Resour"e Property Jaues per Attri1ute Set
"$$$' re&uire t)e ability to adminiter reource property value per reource
and per attribute 5et of a reource.
371
372
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
373
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 12" -.0 "dmin 015T "#I mut upport property aignment by attribute et
for 0eource propertie.
$6ner' #aul Denby
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70-00(
<otes'
Rationae' I
Depen-en"y'
Assignment Attri1ute #ategory $r-ering
"$$$' mut allo+ t)e uer to pecify an attribute category ordering. T)i
ordering i ued to enure property value can be applied to ervice parely
and conitently for propertie t)at are defined to allo+ derived value. 2)et)er
or not a property allo+ derived value i configured via a toggle field available in
eac) property definition in 12". =or t)ee propertie, "$$$' mut enure t)at
property value are aociated +it) attribute et in a )ierarc)ical manner
according to t)e category order. T)i enure t)at 12" i able to
determinitically derive a property value.
374
375
2013
2014
2015
2016
2017
2018
2019
2020
2021
2022
2023
2024
2025
2026
2027
2028
2029
2030
376
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 12" -.0 "dmin 015T "#I mut upport category ordering in property
definition and enforce t)ee ordering +)en property value are aigned by
attribute et to ?uine and 0eource.
$6ner' #aul Denby
<otes'
Rationae' I
Depen-en"y'
D1()822218+E 7System R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment Attri1ute A-ministration
"$$$' re&uire t)e ability to adminiter attribute H$0.D operation upportI D
an attribute comprie of a key value pair, attribute category and attribute value.
7alue are all tring baed.
T)e 12" -.0 "dmin 015T "#I mut upport met)od to adminiter attribute.
$6ner' #aul Denby
377
378
2031
2032
2033
2034
2035
2036
2037
2038
2039
2040
2041
2042
2043
2044
2045
2046
2047
2048
379
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70-00-
<otes'
Rationae' I
Depen-en"y'
D1()822218(E 7System R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment Resour"e Attri1ute Assignment
"$$$' need t)e ability to aignCunDaign attributeHI to a 12" reource.
T)e 12" -.0 "dmin 015T "#I mut upport met)od to aign and unDaign
attribute to adminitered reource.
$6ner' #aul Denby
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70-00/
<otes'
Rationae' I
Depen-en"y'
380
381
2049
2050
2051
2052
2053
2054
2055
2056
2057
2058
2059
2060
2061
2062
2063
2064
2065
382
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()822218,E 7System R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment Resour"e Strategy A-ministration
"$$$' need t)e ability to elect preDdefined trategy for an 12" reource.
T)e 12" -.0 "dmin 015T "#I mut provide preDdefined +ork election
trategie and upport met)od to aign a preDdefined trategy to adminitered
reource.
$6ner' #aul Denby
<otes'
Rationae' I
Depen-en"y'
Assignment RES0 AP& 4ig3 A/aia1iity
"$$$' need to be able to )andle t)e failover of 12" 0et "#I from one .0I to
anot)er D i.e. 12" @1* cenario.
383
384
2066
2067
2068
2069
2070
2071
2072
2073
2074
2075
2076
2077
2078
2079
2080
2081
2082
2083
385
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 12" -.0 "dmin 015T "#I mut make ue of t)e 5'@0 @1* ,"
capabilitie. 5'@0 allo+ client of )oted 1lement 'anager uc) a t)e 12"
-.0 "dmin 015T "#I to determine +)en 5'@0 )a failed over o t)at 1lement
'anger are located under a different .0I.
$6ner' #aul Denby
<otes'
Rationae' I
Depen-en"y' 5'@0
Status' Rea-y @or re/ie6.
D1()8222189E 7?uture R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment RES0 AP& A/aia1iity Response
"$$$' need t)e ability to validate ytem configuration and 12" integration.
T)e 12" -.0 "dmin 015T "#I mut include a imple met)od +)ic) allo+
"$$$' to confirm t)at it configuration correctly locate a valid 12" "dmin
intance.
$6ner' #aul Denby
386
387
2084
2085
2086
2087
2088
2089
2090
2091
2092
2093
2094
2095
2096
2097
2098
2099
2100
2101
388
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70-01%
<otes'
Rationae' I
Depen-en"y'
Assignment Attri1ute #ategories
"$$$' re&uire t)e ability to adminiter attribute $ategorie H$0.D operation
upportI, and to aignCunDaign attribute from categorie. $ategory name are
all tring baed.
T)e 12" -.0 "dmin 015T "#I mut upport met)od to adminiter categorie
and t)eir aociated attribute value.
$6ner' #aul Denby
<otes'
Rationae' I
Depen-en"y'
389
390
2102
2103
2104
2105
2106
2107
2108
2109
2110
2111
2112
2113
2114
2115
2116
2117
2118
2119
391
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
D1()8222191E 7?uture R5mt9 Ftesta1e GyH 7EWA9 Enterprise Work
Assignment Resour"e #apa"ity
"$$$' mut upport configuration of up to (,000 adminitered reource.
T)e 12" -.0 "dmin databae, obAect pace and replication procee mut
upport t)e configuration of up to (,000 adminitered reource.
$6ner' #aul Denby
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70-02!
<otes'
Rationae' I
Depen-en"y'
Resour"e A-ministration
"$$$' mut upport population of t)e reource addre model in
12"C$$'odel. 1ac) reource )a a ingle addre +)ic) i ued to route
392
393
2120
2121
2122
2123
2124
2125
2126
2127
2128
2129
2130
2131
2132
2133
2134
2135
2136
394
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
matc)ed +ork to t)at reource. "$$$' mut allo+ t)e uer to pecify an
addre for eac) reource and mut validate t)e reource; addre to enure it
i yntactically correct. "$$$' )ould allo+ a uer to configure t)e validation
rule via a regular eEpreion or ot)er pecification.
T)e "dmin 015T "#I +ill upport a reource model t)at allo+ a ingle routable
addre to be aigned to eac) reource.
T)e "dmin 015T "#I +ill not )ave any re&uirement t)at a reource i a $$ 1lite
agent or any ot)er concrete type of reource.
T)e "dmin 015T "#I +ill alo upport application t)at +ant to group reource
into dynamic team and matc) incoming +ork to t)e team of reource.
$6ner' #aul Denby
<otes' #0D re&uirement re&uire reviion
Rationae' I
Depen-en"y'
D1()822219)E 7System R5mt9 Ftesta1e GyH 7EWA9 S%BR &ntegration
395
396
2137
2138
2139
2140
2141
2142
2143
2144
2145
2146
2147
2148
2149
2150
2151
2152
2153
2154
397
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
"dminitration mut reDue reource definition in 5'@0 if t)ey already eEit.
2)en adding a reource to 12" "dmin, if t)e reource repreent a peron
already defined in an 5'@0 $5.er record, t)en 12" "dmin 0et ervice mut
find t)i record and link t)e correponding 12" reource information to it. T)e
12" reource information +ill be linked indirectly via 5'@0 $omm#rofile.
If more t)an one $5.er record i found, 12" adminitration mut provide a .I
and "#I to allo+ a uer to pecify +)ic) record correpond to t)e ne+ reource
being added.
If no $5.er record i found and t)e 12" reource being added i a peron,
12" adminitration mut create a ne+ $5.er record. It mut do o in a +ay
t)at preerve all t)e deired ide effect, uc) a triggering .#' action
)andler and 5ymmetric D5 trigger.
If a linked $5.er i deleted via 5'@0, 12" admin mut delete it
correponding reource information o t)at t)e 12" reource +ill no longer be
matc)ed to incoming +ork.
398
399
2155
2156
2157
2158
2159
2160
2161
2162
2163
2164
2165
2166
2167
2168
2169
2170
2171
2172
2173
400
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1D70-02(
<otes'
Rationae' I
Depen-en"y' S%BR
1.12 &nteropera1iity
1.12.1 #oa1oration En/ironment 7#E9
D1()8222200E 7System R5mt9 Ftesta1e GyH 7EWA9 #E ).0 integration
12" napDin +ill deploy and run on $1 !.0.
$6ner' #aul D;"rcy
Sour"e' "vaya "uraV 1nterprie 2ork "ignment #0D $ID 1(!%!1 4
Interoperability re&uirement
<otes'
Rationae' I
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
Depen-en"y'
1.12.2 Work@o6 7W?9
D1()8222210E 7System R5mt9 Ftesta1e GyH 7EWA9 Work@o6 integration
12" -.0 +ill integration +it) 2orkflo+ 1.0. T)i integration i realiBed t)roug)
12" pecific 2orkflo+ tak being provided in bae 2= 1.0 offering.
$6ner' #aul D;"rcy
<otes'
Rationae' I
Depen-en"y'
1.12.) Eite
D1()8222220E 7?uture R5mt9 Ftesta1e GyH 7EWA9 ##Eite integration
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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12" +ill integrate +it) $$1lite. $$1lite +ill act a a 0eource provider and 12"
can matc) +ork againt $$1lite agent Hadminitered a 12" reourceI
$6ner' #aul D;"rcy
<otes'
Rationae' I
Depen-en"y'
1.12.4 AAEP;&#R
D1()82222)0E 7?uture R5mt9 Ftesta1e GyH 7EWA9 &#R integration
12" +ill integrate +it) ""1#CI$0. I$0 +ill act a a provider and +ill iue matc)
re&uet Hamongt invoking ot)er 12" erviceI to 12". I$0 +ill conume
matc) repone and route callC+ork to aociated $$1lite agent.
$6ner' #aul D;"rcy
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Subject:
Date:
January 29, 2014
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Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
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pau-a.a/aya."om
<otes'
Rationae'
Depen-en"y'
1.12.+ System %anager 7S%BR9
D1()8222240E 7System R5mt9 Ftesta1e GyH 7EWA9 S%BR integration
12" mut interoperate +it) 5'@0 releae (.!. In a p)aed 12" releae, any
12" or $1 feature t)at rely on ne+ 5'@0 feature mut align +it) a 5'@0
(.! pot =# 4 releae.
$6ner' #aul D;"rcy
<otes'
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Depen-en"y'
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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pau-a.a/aya."om
1.12.( #onta"t #enter #ontro %anager 7A###%9
D1()82222+0E 7System R5mt9 Ftesta1e GyH 7EWA9 A###% integration
12" +ill employ "$$$' a it adminitration .I. "$$$' +ill invoke 12"
adminitration ervice H015T baedI t)at are )oted on 5ytem 'anager.
$6ner' #aul D;"rcy
1(!%!1D70-002
<otes'
Rationae' I
Depen-en"y'
1.12., Per@orman"e #enter 7AP#9
D1()82222(0E 7?uture R5mt9 Ftesta1e GyH 7EWA9 AP# integration
12" +ill integrate +it) "#$ for reporting againt $ontact center activity.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
$6ner' #aul D;"rcy
<otes'
Rationae' I
Depen-en"y'
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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4. Ar"3ite"ture Spe"i@i"ation
4.1 #omponent $/er/ie6
4.1.1 Enterprise Work Assignment
T)e follo+ing i )ig) level component diagram detailing t)e variou component t)at
make up 12" in t)e conteEt of a ingle $1 intance.
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Subject:
Date:
January 29, 2014
From:
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#$%PAS &D' 1()822
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422
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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pau-a.a/aya."om
4.1.2 EWA Snap2ins
4.1.2.1 Enterprise Work Assignment Ser/i"e 7EWA Ser/i"e9
12" matc)ing ervice +ill be eEpoed via a 0e5Tful interface. "ll 12" ervice
re&uet are tatele but mut provide an ID to uni&uely identify t)e current +ork item.
T)e 12" 0e5T ervice provide client +it) an open interface to acce 12"
capabilitie. "ll 12" ervice are eEpoed via t)i interface. T)ere i a miE of
aync)ronou and ync)ronou ervice type.
"ync)ronou repone are ent to a client provided callback addre uing t)i
component alo.
"ll 12" 0et ervice +ill only be invoked in t)e conteEt of 12" 2orkflo+ tak for t)i
releae.
4.1.2.2 Enterprise Work Assignment %anager 7EWA %anager9
T)e 12" 'anager component i reponible for deploying and managing t)e L"#
ervice grid component. T)i 5napDIn +ill deploy all 12" grid component onto t)e
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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12" ervice grid. "ny dynamic configuration for t)e @rid component i alo managed
by t)i application.
4.1.2.) Cni@ie- %o-e %anager 7C% %anager9
T)e 12" 'anager component i reponible for deploying and managing t)e L"#
ervice grid. T)i 5napDIn +ill deploy all .nified 'odel grid component onto t)e 12"
ervice grid. "ny dynamic configuration for t)e @rid component i alo managed by
t)i application.
4.1.2.4 0eam 1ui-er Ser/i"e
Team ?uilder ervice +ill be eEpoed via a 0e5Tful interface. "ll Team ?uilder ervice
re&uet are tatele but mut provide an ID to uni&uely identify t)e current +ork item.
T)i i an additional en)anced ervice t)at leverage t)e eEiting 12" ervice and
team builder adminitration to allo+ client t)e capability to re&uet a full team of
diparate reource.
<ote 4 t)i name i temporary place)older 4 +ill update once re&uirement fully
documented
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
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pau-a.a/aya."om
4.1.) EWA #omponents
4.1.).1 &ntera"tion %anager 7&% PC9
T)e interaction manager manage all t)e current re&uet for reource matc)ing. It
incorporate a tate mac)ine t)at control t)e current tate of eac) +ork item currently
active in t)e olution and manage t)e communication bet+een t)e core matc)ing
engine and t)e 0e5T re&uet.
"dditionally t)i component +ill create t)e repone for client re&uet and mark t)em
a ready for t)e 12" 0e5T component.
4.1.).2 Cni@ie- %o-e PC 7C% PC9
T)e .nified 'odel #. i t)e @rid $omponent t)at manage acce to t)e .nified 'odel
H.'I. T)e .' repreent a ingle enterprie vie+ of all current realDtime +ork and
provider reource tate. T)i information i tored in a )ig) performance memory
cac)e and can i utilied by ot)er component in t)e olution to update and read t)e
realDtime data of t)e enterprie.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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4.1.).) %utipi"ity #ontroer
T)e 'ultiplicity $ontoller levelage t)e .nified 'odel and t)e adminitered multiplicity
profile to determine t)e rule baed availability tate for reource managed by t)e
olution.
4.1.).4 Work Assignment Engine 7WAE PC9
2"1 i reponible for matc)ing +ork re&uet +it) appropriate reource. 1ac)
reource can be adminitered +it) a number of different attribute decribing
capabilitie of t)i reource. 2"1 i notified by $$'odel about ne+ +ork item. 2"1 i
notified about c)ange in reource tate by $$'odel and 0eource$ontroller. "ll
incoming +ork re&uet +ill contain a lit of attribute needed. 2"1 engine +ill matc) a
lit of +ork attribute +it) reource attribute uing variou routing feature. T)e routing
feature are baed on ome +ellDkno+n metric uc) a availability, occupancy,
predicted and eEpected +ait time. 2"1 +ill internally calculate ome of t)ee metric
baed on current engine; tate and incoming +ork and reource meage. T)ee
metric +ill be publi)ed to a pecial pace +)ic) could be acceed by ot)er
application in read only mode, "dditionally 2"1 +ill include all routing information in
repone to +ork re&uet
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
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2"1 +ill calculate and publi) ome crucial routing metric. $utomer application can
avail of metric in t+o +ay6
1. In repone to reource matc) re&uet. 5ome key metric +)ic) influenced t)e
deciion making proce +ill be ent alongide repone to reource matc)
re&uet.
2. " 015T baed interface +ill be eEpoed +)ere all metric can be &ueried. T)i
ervice provide muc) ric)er and more detailed metric data. 2"1 +ill be ource
provider for all metric acceible via t)i 015T ervice.

2"1 +ill publi) t+o type of metric
1. Resour"e metri"s +ill )old an aggregate vie+ on a given metric per reource
bai. Typical eEample includeJ #roceing2ork$ount, 2aiting2ork$ount,
$ompleted2ork$ount.
2. Ser/i"e metri"s +ill )old an aggregate vie+ on a given metric per ervice bai.
" typical eEample i 1Epected 2ait Time H12TI

"dditionally 2"1 publi) ome of t)ee metric broken do+n by priority and proficiency.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
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pau-a.a/aya."om
4.1.3.4.1 Resource Metrics
Pro"essingWork#ount D T)e number of pecifiedCpreferred reource
+ork item currently being )andled by reource
WaitingWork#ount D T)e number of pecifiedCpreferred reource +ork
item currently &ueued againt t)i reource.
#ompete-Work#ount D T)e total number of pecifiedCpreferred reource
+ork item completed by t)i reource.
Disa1e- D T)i value i 1 if reource i logged in, 0 ot)er+ie.
EW0 D 1timated 2ait Time for a ne+ pecifiedCpreferred reource +ork
item &ueued againt t)e reource.
Resour"eRea-y#ount D T)i value i 1 if t)e agent i ready, 0 ot)er+ie.
$WW D T)i i t)e oldet pecifiedCpreferred reource +ork &ueued
againt t)e reource.
Resour"eSta@@e-#ount D T)i value i 1 if reource i logged in, 0
ot)er+ie.
$""upan"y D T)e occupancy of t)e reource
4.1.3.4.2 Service/AttributeSet Metrics
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Subject:
Date:
January 29, 2014
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#$%PAS &D' 1()822
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Resour"eSta@@e-#ount D <umber of enabled reource in a ervice or in
a ervice and +it) a given proficiency.
Resour"eRea-y#ount D <umber of ready reource in a ervice or in a
ervice and +it) a given proficiency.
WaitingWork#ount D T)e number of +ork item in a ervice or in a
ervice and +it) particular priority +aiting to be proceed.
Pro"essingWork#ount D T)e number of +ork item in a ervice or in a
ervice and +it) particular priority currently proceed.
#ompete-Work#ount D T)e number of +ork item in a ervice or in a
ervice and +it) particular priority proceed.
$WW D T)i i t)e oldet +ork item &ueued in a ervice or t)e oldet +ork
item +it) a given priority &ueued in a ervice.
EW0 D 1timated 2ait Time for ne+ +ork +it) a given priority &ueued
againt a ervice
4.1.).+ %etri"s Rest
12" platform +ill eEpoe a 015T interface +)ic) cutomer can ue to read metric
publi)ed by 2"1. T)e publi)ed metric +ill be plit into ervice metric and reource
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Subject:
Date:
January 29, 2014
From:
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#$%PAS &D' 1()822
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metric. 5ervice metric provide information about particular ervice +)ere ervice i
decribed a a uni&ue lit of attribute ubmitted in a +ork item. " typical eEample of
ervice metric +ould be number of reource, number of ready reource, +ork item
+aiting for reource in particular ervice, eEpected +ait time, predicted +ait time.
0eource metric provide information about a reource and a typical eEample )ere
+ould be number of +ork item proceed, +aiting and completed by a particular
reource
4.1.4 ##%o-e
T)e $$ 'odel i a realDtime obAect data model t)at abtract t)e +ork being proceed
in a ytem. It repreent t)e current tate of all +ork and reource +it)in t)e ytem.
*bAect in t)e $$ 'odel are intantiated a ne+ +ork arrive and tranition t)roug)
variou tate a t)e +ork proceed t)roug) t)e ytem. *n +ork completion all
obAect relating to t)at +ork are purged from t)e model. Interaction +it) t)e $$ 'odel
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Subject:
Date:
January 29, 2014
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i t)roug) a et of "#I; enabling producerCconumer to update andCor be notified of
$$ 'odel c)ange. T)ee "#I; +ill upport tranaction management +it) rollback
+)ere update to t)e model are not uccefully along +it) data integrity rule to afe
guard againt invalid tate tranition or update +it) miing data.
4.1.4.1 Data %o-e
Data +it)in t)e F$$'odelG fall into t+o ditinct categorie. 0eource and reource
tate repreent t)e reource, agent, terminal, account, etc t)at are active in t)e
cutomer domain. 2ork repreent t)e currently active +orkCcall and +ork to be
carried out in t)e cutomer domain.
T)e model i implemented a Java #*J* and relation)ip and data tructure are
modeled uing *0' concept and ue mec)anim.
T)e $$ 'odel conit of a et of core obAect t)at repreent t)e +ork t)e reource
and t)e interaction +it) t)oe reource. T)e follo+ing i an overvie+ of t)e core $$
'odel obAect6
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Subject:
Date:
January 29, 2014
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T)e WorkRe5uest obAect act like a container to track t)e entire cope of t)e
+ork. " +ork re&uet i created +)en ne+ +ork i re&uetedCdetected Hfor
eEample, via t)e receipt of a p)one call into t)e ytem, or by an automated
proce re&ueting +ork to be doneI. T)e 2ork0e&uet complete +)en all
contact related to t)e 2ork0e&uet are complete.
T)e #onta"t obAect repreent an intance of information flo+ing bet+een t)e
ervice provider and t)e participant HInteractionI uing an interactive c)annel.
T)e &ntera"tion obAect repreent t)e eEperience of a pecific participant in a
$ontact. T)ere are t+o different type of participant, uer HagentI and eEternal
partie HnonDagentI.
T)e A--ress obAect repreent an abtraction for t)e logical endpoint of a
contact, e.g., a telep)one number.
T)e Resour"e obAect repreent a p)yical device uc) a a telep)one and it
aociated propertie. 1ac) 0eource obAect may )ave one or more "ddree
aociated +it) it.
T)e Resour"e&ntera"tion obAect model t)e relation)ip bet+een an Interaction
and t)e p)yical endpoint of a $ontact, +)ic) i repreented by t)e 0eource
obAect. T)i relation)ip i alo kno+n a t)e \p)yical\ vie+ of t)e Interaction Hin
contrat to t)e Interaction, +)ic) model t)e logical vie+I. T)e
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Subject:
Date:
January 29, 2014
From:
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0eourceInteraction decribe t)e current tate of relation)ip bet+een t)e
Interaction and a particular 0eource.
T)e Cser obAect define t)e propertie t)at repreent t)e uer.
T)e A""ountSession obAect i ued to repreent an intance on a ingle
ytem, for eEample a uer logged into $$1lite. It track t)e activity of t)e
account from +)en t)e uer log in until t)ey log out.
T)e CserSession obAect repreent a uer or ot)er reource a a peron.
T)e Pro/i-er obAect i an abtraction of erviceDprovider. T)e provider mig)t manage
voice connection, 1mail, I' or 2eb $)at. " #rovider )ide t)e erviceDpecific
apect of t)e ubytem and enable application to interact +it) t)e ubytem in a
deviceDindependent manner.
4.1.4.2 Resour"e Pro/i-er Rest 7RP Rest9
T)e 0# 0e5T component eEpoe an "#I to allo+ client to update t)e current tate of
reource managed by 12".
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Subject:
Date:
January 29, 2014
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T)i i a ync)ronou 0e5T baed 5D9 t)at allo+ a 2orkflo+ tak or client adaptor
to et t)e live tate of a reource baed on a buine proce or actual p)yical tate
of a pecific reource.
T)i 5D9 t)at can be ued for etting t)e follo+ing reource event6
0eource >ogged In.
0eource >ogged *ut.
0eource "vailable.
0eource <ot "vailable.
5tate update provided to 12" via t)i interface override all ot)er tate conideration
rule.
4.1.4.) A-min
T)e adminitration ubytem a deployed on $1 !.0 i made up of t+o pecific
component type 4 an adminitration ervice and it aociated grid element 4 backed
by ervice provided by t)e $1 frame+ork.
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Subject:
Date:
January 29, 2014
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T)e ervice i reponible for publi)ing data replicated to t)e $1 databae to t)e
adminitration grid entity, and a a reult making t)at data available for ot)er 12"
procee. T)e adminitration grid entity i )ig)ly available uing fundamental $1 grid
," capabilitie. "ll adminitration data i tored on t)e grid.
T)e 5'@0 D05 frame+ork component manage t)e replication of data from 5'@0 to
$1 erver. $1 provide a tandard D05 client into +)ic) adminitration ervice )ook
to receive notification of relevant databae c)ange.
5ee "dminitration and 'aintenance "rc)itecture information on t)e overall
adminitration arc)itecture.
4.1.4.4 A-min Rest
12" "dmin 0et run on 5'@0 and provide an ,TT# 015T "#I to update 12"D
pecific data in t)e 5'@0 databae. 12" "dmin 0et contain all t)e 12" "dmin
buine logic and t)e "#I it eEpoe i t)e only mean of adminitering t)e reource
managed by 12".
12" "dmin 0et i a J11 +eb ervice utiliBing J"LD05 and J#".
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463
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
"ll eEternal client, uc) a "$$$', connect to 12" "dmin via 0et "#I )oted by
5'@0.
5ee ection "dminitration and 'aintenance "rc)itecture for information on t)e overall
CagentC]agentid^
CagentC]agentid^CattributeC]attributeid^
CagentC]agentid^CpropertieC]propertyid^
CattributeC]attributeid^
CcategorieC]categoryid^
CpropertieC]propertyid^
CtrategieC]trategyid^
CtrategieC]trategyid^CagentC]agentid^
=uture
CerviceC]erviceid^
CerviceC]erviceid^CattributeC]attributeid^
CbuinepropertieC]buinepropertie^
CagentC]agentid^CaccountC]accountid^
CourceC]ourceid^Cc)annel
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
CourceC]ourceid^CaccountC]accountid^Cc)annel
#*5T, @1T, #.T and D1>1T1 action are upported, but mot pat) only upport a
ubet of t)ee. #ropertie and 5trategie are builtDin, o t)eir correponding .0I only
upport @1T HreadI and #.T HmodifyI action.
4.1.+ Work@o6
=our 2orkflo+ tak pecific to 12" +ill be added to baed 2= 1.0.
T)e tak +ill be
1. 0e&uet tak 6 1nabling buine proce deigner to invoke 12" matc)ing
ervice.
2. $ancel tak 6 1nabling buine proce deigner to invoke 12" matc)ing
ervice.
!. $omplete tak 6 1nabling buine proce deigner to invoke 12" matc)ing
ervice.
4. 'etric tak 6 1nabling buine proce deigner to invoke 12" matc)ing
ervice.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
4.1.+.1 Sampe se5uen"e -iagram
T)e follo+ing give )ig) level vie+ a to typical meage flo+ for +orkflo+ integration.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
4.2 Data Ar"3ite"ture
5tatic admin data repreenting t)e reource available to 12" i centrally perited in
t)e 5'@0 #otgre D? and replicated to #otgre D? on eac) $1 erver. "n obAect
repreentation of t)e data i loaded into a )ared grid for ue by ot)er 12"
component. 12" component do not typically acce t)e databae directly.
5ee ection "dminitration and 'aintenance "rc)itecture for information on t)e overall
0efer to ection Data 'odel for information on $$'odel data model.
4.) $/era System
<"
4.4 $/era So@t6are
4.4.1 )
r-
Party So@t6are
12" !
rd
party uage +ill be detailed via ?lackduck.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
4.+ %aintenan"e
<"
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
4.( A-ministration an- %aintenan"e Ar"3ite"ture
4.(.1 A-ministration Soution Ar"3ite"ture
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
485
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
$ontrol 'anager H"$$$'I provide t)e adminitration .I. It; proviioning erver
connect to t)e 12" "dmin 0et ervice running a an element manager on t)e 5'@0
erver. "dmin data i tored in t)e 5'@0 #otgre5N> databae, and replicated to t)e
#otgre5N> databae on t)e appropriate $1 node. It i 5'@0; role to provide data
replication to t)e $1 node, +)ic) it doe via it Data 0eplication 5ervice HD05I. *nly
$1 node in t)e F$$'odelG cluter receive t)e replicated admin data via D05. =urt)er
replication +it)in t)e net+ork of $1 )appen via t)e $1 datagrid ditributed cac)e.
T)e olution i fully ," and @eo redundant. In t)e above diagram, t)e da)ed line
repreent alternative connection in t)e cae of an @eo failover at t)e connection
endpoint. T)e green line repreent an alternative connection in t)e cae of an "$$$'
@eo failover.
<ote, for t)i releae, @1* deployment of 12" +ill not be upported.
4.(.2 A-ministration #omponent Ar"3ite"ture
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
The solid red components are delivered as part of the EMA soltion!
"M#$ %A$ provides the $E"T A&' sed () e*istin+ ,' -A...M/
EMA .onfi+ "0A$ contains
o EMA .onfi+ %A$1 2hich accepts 3A4 events as tri++ers to pdate the space
from the &ost+res 35
EMA .onfi+ 3A41 2hich repac6a+es and for2ards 3$" events
The shaded components are part of the "M#$7.E platforms 2hich re8ire confi+ration as part
of the soltion
EMA 35 ta(les are inclded in the e*istin+ &ost+res 35s
3$" is confi+red to replicate these ta(les
4., Ser/i"ea1iity
>ogging6 12" 0et ervice +)ic) run in t)e conteEt of $1 2"5, +ill utiliBe t)e "vaya
$ommon >ogging adaptor and +ill t)erefore be $1$ compliant.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
12" @rid ervice +ill utiliBe $1 @rid logging frame+ork HE%>oggerI +)ic) ue 5lf4J
and >og?ack. T)i i re&uired to ac)ieve log eparation of #roceing .nit log at
runtime. Due to t)e ditributed nature of grid baed ervice a logging implementation i
re&uired to upport multiple procee +riting to log file t)at don;t uffer from iue
uc) a bottle neck, file locking iue, miing log and corrupt log. It alo facilitate
t)e ability to find trace log and find fault +)en log event are output to eparate log
file becaue it reduce noie. T)i grid logger +ill include an appender t)at can output
in t)e "vaya $>= ylog format.
Aarming6 12" +ill ue 5<'# trap for raiing alarm.
>i"ensing6 12" +ill ue t)e bae onCoff licening a provided by t)e $1 frame+ork.
12" +ill digitally ign all napDin and on tartup t)e napDin +ill validate if a token i
available. If a valid token i available t)e napDin +ill tartup, ot)er+ie it +ill not tartup
and an alarm +ill be raied.
Per@orman"e %onitoring6 12" ue t)e $1 performance manager t)at i )oted on t)e
5ytem manager
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499
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
S<%P6 $1 @rid logging frame+ork HE%>oggerI +ill need to provide an 5<'#"ppender
t)at +ill for+ard alarm via 5<'# TrapCInform to t)e <et5<'# mater agent running
inide 5erviceability "gent. T)e mater "gent +ill t)en for+ard alarm to 5'@0 for
diplay.
Remote A""ess6 T)e 5"> H5ervice "cce >inkI @ate+ay +ill allo+ an "vaya 5upport
1ngineer to acce t)e product remotely. 12" -.0 +ill ue t)e ame 5"> @ate+ay
provided by $1.
4.8 &nstaation an- Cpgra-e
Depoyment;&nstaation6 12" -.0 +ill be provided by a et of napDin t)at can be
do+nloaded from #>D5. 12" and it aociated napDin +ill be deployed t)roug)
5ytem 'anager +)ic) i tandard for $1 napDin deployment. 12" +ill employ $1 !.0
clutering o t)at 12" napDin are ditributed acro 2 or more $1 intance. H" $1
intance e&uate to a ingle virtual $1 liceI.
Pat"3ing6 T)ere i no )ot patc)ing proce available in t)e firt releae. $utomer +ill
)ave to gracefully top t)e ytem and follo+ing a documentation proce apply t)e
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
latet oft+are. $utomer +ill be able to c)eck t)e latet verion deployed by c)ecking
t)e 5ervice 'anagement tab in 5ytem 'anager.
Cpgra-es6 $utomer +ill )ave to gracefully )ut do+n 12" and follo+ing a
documentation proce apply t)e latet oft+are, t)i +ill allo+ cutomer go from alp)a
to ?eta and ?eta to @". T)e upgrade proce +ill be revie+ed in ube&uent releae.
4.9 System &nitiai:ation, Re"o/ery an- Re-un-an"y
4.9.1 System &nitiai:ation
4.9.2 Re-un-an"y Ar"3ite"ture
T)e 12" $1 cluter +ill contain a minimum of t+o erver running in activeDactive
mode. T)e 12" $1 cluter a baed on $1 !.0 )a a dataDgrid +it) replication running
acro all $1 intance in t)e cluter. #roceing unit running on t)e dataDgrid eac)
)ave a backup proceing unit deployed on an alternate intance t)at i part of t)e
overall cluter.
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
T)e 2ork "ignment 1ngine H2"1I #. +)ic) reide on t)e 12" cluter run in
activeDbackup mode +)erein one erver +ill run t)e active 2"1 #. intance and t)e
ot)er t)e ?ackup 2"1 #. intance.
T)e $1 platform provide a oft+are load balancer H>?I +)ic) frontDend t)e 015T
endpoint providing )ig) availability. $lient re&uet Heffectively from 2= or via 0# 0et
IC=I are ent to a >? intance +)ic) ditribute t)e re&uet acro t)e 0et endpoint.
5ync)ronou repone are returned. $lient need to be configured +it) t)e virtual I#
addre of t)e >? intance. If a failover occur t)en t)e >? detect endpoint
unavailability +ill target an alternate endpoint. If a >? intance failure occur t)en an
alternate >? intance +ill be ued. $lient mut alo implement retrie for failed
connection.
$1 cluter alo provide D? redundancy. T)ere i a #ot@re D? intance running on
eac) $1 node intance. $onfiguration and "dminitration data i ync)ronied via a
D05 client Hagain one per $1 node intanceI from t)e centralied 5'@0 D?. T)e
cluter receive bot) $onfiguration and "dminitration data. T)e adminitration data i
made available in a replicated pace to t)e $1 intance participation in t)e cluter.
5ee ection "dminitration and 'aintenance "rc)itecture alo.
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508
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
4.9.) Re"o/ery Strategy an- =e3a/ior
In t)e cae of a 2"5 failure, t)e 2atc)d proce +)ic) monitor t)e container +ill
automatically retart t)e 2"5 container and t)ereby recover all deployed application.
T)e L"# Data @rid provided by $1 #latform +ill create a backup for eac) pace
intance and +ill guarantee t)at backup are not tored in t)e ame erver of t)eir
related active intance. In t)e cae of a erver failure, L"# +ill automatically activate
backup intance and reDcreate backup baed on t)e intance t)at +ere running in
t)e failed erver.
"dditionally, a et of template decribing be)avior; and recovery before, during and
after failure +ill be provided.
+. Csa1iity #onsi-erations
<" 4 "$$$' 7.L and 5'@0 L.L key uer interface.
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511
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
(. Bo1a Reguatory #ompian"e
<"
,. #ross2Pro-u"t #ompati1iity;#ommonaity;&nter$pera1iity
A###% 6 "$$$' +ill be t)e .er interface ued to adminiter 12" entitie, uc) a
reource, attribute, attribute etc. "$$$' +ill integrate +it) t)e 12" adminitration
ervice H015TI )oted on 5ytem 'anager.
System %anager 6 5ytem 'anager +ill )ot t)e 12" adminitration ervice and +ill
act a mater of t)e 12" adminitration data. "dditionally, 5ytme manager i ued to
facilitate all $1 baed napDin deployment.
Work@o6 6 2orkflo+ +ill be t)e primary integration point for cutomer +it) 12". 12"
+ill be eEercied in t)e conteEt of 2orkflo+ tak, +)ic) +ill eEecute in t)e conteEt of a
2orkflo+ buine proce.
#oa1oration En/ironment 6 12" +ill be baed on $1 !.0.
8. $pen &ssues
<"
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
9. ReOe"te- or Deete- Re5uirements
<"
0a1e 2 ReOe"te- Re5uirements
Re5uirement Reason @or ReOe"tion
"CI#$ numbered re%uirement&
10. A"kno6e-gments
T)e aut)or +ould like to ackno+ledge )elp provided by t)e +)ole 12" team and in
particular =eature Nuality Team H=NTI member in defining and revie+ing re&uirement
for t)i.
T)e member of t)e =eature Nuality Team are6
9ieran ,oran
Da+id <o+ak
=intan ,yne
#aul Denby
515
516
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Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
'ic)ael ,artman
#aul 9elly
<eil *;$onnor
=iac)ra 'urp)y
518
519
2715
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2721
520
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
11. 0ra"ea1iity %atri8
PRD
Re@eren
"e
PRD 0ite System re5uirement7s9
1(!%!1D
701002
12" a $1 napDin 1(0,9)2001, 1()8222002
1(!%!1D
70100!
12" a $1 napDin 1()822200), 1()8222004, 1()8222
00+P
1(!%!1D
70100(
$1$ complaince 1()82220)0
1(!%!1D
701017
Documentation 1()822200(, 1()822200,, 1()8222008
1(!%!1D
70102-
.pgrade upport 1()8222009, 1()8222010P, 1()8222
011, 1()8222012, 1()822201),
1()8222014, 1()822201+P, 1()8222
01(
521
522
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2723
523
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
1(!%!1D
70104(a
#atc)ing upport 1()822201,, 1()8222018, 1()8222019
1(!%!1D
7010!2
$ampu ," D % E / reliability 1()8222140, 1()8222141
1(!%!1D
7010!7
"larming on outage 1()82220)0
1(!%!1D
70104(b
,ot patc)ing upport 1()8222020P, 1()8222021P, 1()8222
022P
1(!%!1D
702001
5ervice baed matc)ing 1()8222042P
1(!%!1D
702002
"ttribute baed matc)ing 1()8222040, 1()8222041, 1()8222
042P, 1()822204), 1()8222044,
1()822204+, 1()822204,, 1()8222048
1(!%!1D
70200!
5pecified 0eource 1()8222049, 1()82220+0, 1()8222
0+1, 1()82220+2, 1()82220+)
1(!%!1D
70202!
#referred 0eource >it 1()82220+0
1(!%!1D
702004
2ork #riority 1()82220++, 1()82220+(
524
525
526
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
1(!%!1D
70200%
'ultiD5ervice re&uet 1()82220+9, 1()82220(0
1(!%!1D
70200(
255 : 055 1()822204), 1()8222044
1(!%!1D
70201(
Dynamic attribute +ork aociation 1()82220(1
1(!%!1D
70201/
*rp)aned +ork cleanup 1()822210)
1(!%!1D
702027
Team 0eource 0e&uet upport 1()82220+4
1(!%!1D
70(00(
?ae 'etric Y 12T 1()82220+), 1()82221(+P
1(!%!1D
70202/
#roficiency 1()82220+,, 1()82220+8
1(!%!1D
71%001
'ultic)annel +ork aignment 1()82221+0, 1()82221+1, 1()82221+2
1(!%!1D
71%002
'ultiplicity +ork upport 1()82221+)
1(!%!1D Interaction 'anager 5D9 upport 1()82221(0, 1()82221(1, 1()8222
527
528
529
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
70!002 1(2, 1()82221()
1(!%!1D
70!00(
2orkflo+ integration 1()82221(4, 1()82221(+P
1(!%!1D
70-001
0eource management 1()8222180
1(!%!1D
70-002
"$$$' integration 1()8222181, 1()82222+0
1(!%!1D
70-004
5upport for buine and reource
propertie
1()8222182
1(!%!1D
70-00(
5upport for reource propertie per
reource per attribute5et
1()822218)
1(!%!1D
70-007
"ttribute $ategory *rdering 1()8222184
1(!%!1D
70-00-
"ttribute $0.D 1()822218+
1(!%!1D
70-00/
"ttribute aignment management 1()822218(
1(!%!1D
70-012
5trategy adminitration upport 1()822218,
530
531
532
Subject:
Date:
January 29, 2014
From:
Pau D!Ar"y
#$%PAS &D' 1()822
*)+) 91 ,))+)8
&ssue' 0.9
pau-a.a/aya."om
1(!%!1D
70-014
"dmin ytem upport for 12"
failover
1()8222188
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Enterprise Work Assignment 8.0 SRAD

2.4.( #$BS &mpa"t

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