Transcript SPS-WhatsNew - Rocky Mountain Avaya User`s Group

What’s new from Avaya (February 2011)
Avaya Common Servers
New Server Models: Specs & Configurations
HP® ProLiant DL360 G7
Dell® PowerEdge R610
Avaya – Proprietary. Use pursuant to Avaya policy.
2
Avaya Common Servers
Server Configurations
Processor (Intel Xeon 4- # of Dynamic
or 6-Core Westmere) CPUs RAM
Hard Disk Drive
E5620 2.4 Ghz 4-core
1
12 GB 3 x 146 GB 10K
RAID
RAID 5
Power
Supply
1 x 460 W
1U
X5670 2.93 Ghz 6-core
1
12 GB
3 x 146 GB 10K
RAID 5
1 x 460 W
1U
E5620 2.4 Ghz 4-core
2
12 GB
2 x 146 GB 10K
RAID 1
2 x 460 W
System Manager
1U
E5620 2.4 Ghz 4-core
2
12 GB
3 x 146 GB 10K
RAID 5
2 x 460 W
SIP Enablement Services
1U
E5620 2.4 Ghz 4-core
2
12 GB
2 x 146 GB 10K
RAID 1
2 x 460 W
Midsize Enterprise
1U
X5670 2.93 Ghz 6-core
2
48 GB
4 x 300 GB 10K
RAID 5
2 x 750 W
Meeting Exchange
1U
X5670 2.93 Ghz 6-core
2
24 GB
5 x 146 GB 10K
RAID 5
2 x 717 W
Messaging - Standard
1U
E5620 2.4 Ghz 4-core
1
12 GB
3 x 146 GB 10K
RAID 5
1 x 460 W
Messaging - Hi-Cap Storage
1U
E5620 2.4 Ghz 4-core
1
12 GB
4 x 146 GB 15K
RAID 5
2 x 460 W
Modular Messaging MAS
1U
E5620 2.4 Ghz 4-core
1
4 GB
2 x 146 GB 10K
RAID 1
1 x 460 W
Modular Messaging MSS
1U
E5620 2.4 Ghz 4-core
1
12 GB
3 x 146 GB 15K
RAID 5
2 x 460 W
Modular Messaging SP
1U
E5620 2.4 Ghz 4-core
2
12 GB
3 x 300 GB 10K
RAID 5
2 x 460 W
Communication Manager
Messaging - Federal Market
1U
E5620 2.4 Ghz 4-core
2
12 GB
3 x 300 GB 10K
RAID 5
2 x 460 W
Message Networking
1U
E5620 2.4 Ghz 4-core
1
4 GB
3 x 146 GB 15K
RAID 5
2 x 460 W
Adopting Application
Communication Manager
5.2.1/6.0.1+ Simplex / Duplex /
MBT / SBC
Communication Manager
5.2.1/6.0.1+ Duplex - High
Performance
Session Manager
Size
1U
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3
Avaya Common Servers
Server Configurations
Adopting Application
one-X® Mobile
Processor (Intel Xeon # of Dynamic
Power
Size 4- or 6-Core Westmere) CPUs RAM Hard Disk Drive RAID
Supply
1U E5620 2.4 Ghz 4-core
1
4 GB 2 x 146 GB 10K RAID 1 1 x 502 W
one-X® Speech
1U
E5620 2.4 Ghz 4-core
1
4 GB
Presence Services
1U X5670 2.93 Ghz 6-core
2
36 GB 3 x 300 GB 10K RAID 5 2 x 750 W
Proactive Contact
1U
E5620 2.4 Ghz 4-core
1
24 GB 2 x 146 GB 10K RAID 1 2 x 460 W
Voice Portal
1U
E5620 2.4 Ghz 4-core
2
12 GB 2 x 146 GB 10K RAID 1 1 x 460 W
IQ (multiple configurations)
1U X5670 2.93 Ghz 6-core
2
48 GB 4 x 146 GB 10K RAID 10 2 x 717 W
Avaya Integrated Management
1U
E5620 2.4 Ghz 4-core
1
4 GB
2 x 146 GB 10K RAID 1 1 x 502 W
Application Enablement Services
one-X® Presentation
1U
1U
E5620 2.4 Ghz 4-core
E5620 2.4 Ghz 4-core
1
2
4 GB
24GB
2 x 146 GB 10K RAID 1 1 x 502 W
4 x 146 GB 10K RAID 5 2 X 502W
Communication Server 1000E
1U
E5620 2.4 Ghz 4-core
1
6 GB
3 x 146 GB 10K RAID 5 2 x 460 W
Hospitality Messaging Server 400 1U
E5620 2.4 Ghz 4-core
1
6 GB
3 x 146 GB 10K RAID 5 2 X 460 W
Agile Communication
Environment (ACE)
Application Server AS5300 (AC)
1U
E5620 2.4 Ghz 4-core
2
12 GB 3 x 146 GB 10K RAID 5 2 x 460 W
1U
E5620 2.4 Ghz 4-core
2
12 GB 2 x 146 GB 10K RAID 1 2 x 460 W
Application Server AS5300 (DC)
1U
E5620 2.4 Ghz 4-core
2
12 GB 2 x 146 GB 10K RAID 1 2x1200W
DC
2 x 146 GB 10K RAID 1 2 x 460 W
Avaya – Proprietary. Use pursuant to Avaya policy.
4
Avaya Aura® 6.1
Communication Manager 6.0.1
Conrad Uniacke
Senior Product Manager
Communication Manager 6.0.1
 What is it?
– Expanded integration and collaboration solutions
 Why does it matter?
– Support for SIP Peering with CS1000
– Improved Collaborative User Experience
– GRIP features
– Improved quality
 Key Features
– Support R4.0.5 & R5.2.1 to R6.X pre-upgrade patch allowing for a single step
upgrade process
– CM support of HP and Dell servers
– Ability to manage your Avaya Aura Conference from your 96x1 Phone and Flare
•
See list of participants, and control the conference as a moderator
• Known as the “Pass SIP 302 Message Upstream” feature
• Requires FW 6.2 (May-11) on the 96x1 IP Phones
Avaya – Proprietary. Use pursuant to Avaya policy.
6
Avaya Aura™ CM Solutions Nov 2010
New Template
(Feb 2011)
Updating R6.0 templates
Duplex CM
Main /
Survivable
Core
Simplex CM
Main /
Survivable Core
Simplex Survivable
Remote
Embedded
Survivable Remote
Embedded CM
Main
Simplex Midsize
Enterprise
Domain
0/1
Hypervisor
(Dom0)
CDOM
(Dom1): SAL &
Update
Manager
Hypervisor
(Dom0)
CDOM (Dom1):
SAL & Update
Manager
Hypervisor (Dom0)
CDOM (Dom1): SAL
& Update Manager
Hypervisor (Dom0)
CDOM (Dom1): SAL
& Update Manager
Hypervisor (Dom0)
CDOM (Dom1): SAL
& Update Manager
Hypervisor (Dom0)
CDOM (Dom1): SAL &
Update Manager
Dom 2
CM 6.0.1
CM Utility
CM Utility
CM Utility
CM Utility
CM Utility
CM/ CMM 6.0.1
CM 6.0.1
CM 6.0.1
CM/ CMM 6.0.1
CM/ CMM 6.0.1
Branch Survivable
Session Manager 6.1
Branch Survivable
Session Manager
6.1
Dom 3
Dom 4
Avaya Aura™ Session
Manager 6.1
Dom 5
Avaya Aura™ System
Manager 6.1
Dom 6
Avaya Aura™ Presence
Services 6.1
Avaya Aura™ AES 6.1
Avaya Aura™ Session
Border Controller 6.0
Dom 7
HA
Available
NA
NA
NA
NA
NA
Yes
HW
2 – HP/ Dell/
S8800
HP, Dell, S8510
w/ 8G or S8800
HP, Dell, S8510 w/
8G or S8800
S8300D
S8300D
Hp, Dell or S8800
On System
Platform 6.0
On System Platform
6.0
On System Platform
6.0
On System Platform
6.0
On System Platform 6.1
On System
Platform 6.0
Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura™ Architecture May 2010
Application
Avaya Aura™
Avaya Aura™
Avaya Aura™ for Communication Manager
Communication Manager
(evolution server)
Survivable Core
(feature server)
System
Manager
Service
Providers
Avaya Aura™ Core
Connection
Session
Manager
Session
Manager
Session
Manager
Session
Manager
Avaya Aura™ Session
Border Controller
SIP
Trunks
Access
Communication
Manager R6.x
Communication
Manager R5.2.x
(evolution server )
Local SM + CM
(feature server)
Avaya one-X®
SIP endpoints
Avaya Aura™ for
Survivable Remote
For use w/ CM in feature
server mode
SIP-only Branch
Supports SIP endpoints
w/o SES
No SIP endpoints
w/o SES
CM LSP R5.2.1
Avaya Aura™ for
Survivable Remote
Avaya one-X®
Local SM + CM
(evolution server)
For use w/ R5.2.1
no SIP endpoint
survivability
Avaya one-X®
H.323/Digital endpoints
SIP endpoints
Avaya one-X®
H.323/Digital endpoints
Hybrid SIP, non-SIP Branch
Non-SIP CM 5.2 Branch
Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura® Session Manager 6.1
SM 6.1 Overview
 Bits and pieces
–
Increased scale
–
New servers
–
Administration Changes
–
Installation Improvement
–
From and To Adaptations
 User Searching
 Integrating CS1K with Session Manager
 Session Manager and Video Call Admission Control
 Fine Granularity for Emergency (E911) Calling
 February 2011 Service Pack – OAMP/Security “Package”
– Performance Monitoring
– SNMP Trap Architecture Change
– Bulk Export of SM Data
– Third Party Identification Security Certificates
Avaya – Proprietary. Use pursuant to Avaya policy.
10
SM Capacity Increases
Avaya Aura™
Quick Reference Specifications
Item
R6.0
R6.1
Total Enterprise SIP Users
50,000
100,000
Total Enterprise Users
100,000
100,000
SIP Users/SM
10,000
12,000
Total Enterprise Presence Users
45,000
81,000
Presence Users/SM
7,000
9,000
– 3 Million
TLS Connections
50,000
100,000
BHCC
SM Instances
6
10
BHCC per SM
250,000
300,000
Simultaneous Sessions
65,000
80,000
Survivable Remotes
250
250
Communication Managers
500
500
25,000
25,000
1000
1000
250,000
300,000
Locations/Adaptations/SIP Entities
SIP Domains
Dial Patterns/Routing Policies
 6.1 Total Enterprise
BHCC
– 2.7 Million
BHCC w N+1
Redundancy
Avaya – Proprietary. Use pursuant to Avaya policy.
11
Avaya A175 Desktop
Video Device with the
Avaya FlareTM Experience
12
Avaya Video Conferencing Solution
Avaya Desktop Video Device
with the Avaya Flare TM Experience
Avaya 1010/1020
Avaya 1030/1040/1050
Content
Content
Video
Resolution and Performance
Video
•
•
•
•
•
•
Price (list) $3680
HD and large touch screen
High-quality speaker phone
Fully integrated UC experience
Innovative user experience
Lower price and better HD
bandwidth utilization*
(396Kb/s) than integrated video
phones -- Tandberg 1700
(1.5Mbps) or Polycom HDX4002
(1.0Mbps)
• HD 720p, single display, content
share
• Personal Office: 20x26”, fixed
focus camera with built in
microphone - $3,5001
• Huddle Room: 32x42”, motorized
camera with Mic Pod $4,5001
• Lower price and better
bandwidth utilization*
(668Kp/s)than comparable
Tandberg Edge 95 (1.5Mbps) or
Polycom HDX6004 (2 Mbps)
• HD1080p/720p, dual display,
50x65” , content share, motorized
camera & dual Mic Pods
• 1030 – No MCU - $7,0001
• 1040 – 4-port MCU - $13,0001
• 1050 – 8-port MCU - $13,0001
• Lower price and better b/w
utilization* (1Mbps) than
comparable Tandberg C20 or
C40 (1.7Mbs) or Polycom 7002
(2Mbps)
Price
$1000’s
$10,000’s
Personal
Work group
* Bandwidth comparisons at 30fps x 4CIF (Flare), 720p (all others)
Avaya – Proprietary. Use pursuant to Avaya policy.
13
What is the experience?
Action Oriented
People Centric
Media Transparent
Contextually Aware
Social Media Aware
Naturally Collaborative
It is your perceptions and responses that result from use
Avaya – Proprietary. Use pursuant to Avaya policy.
14
Flare Overview
Call Control
expanded
Contacts Groups
Applications Group
Participant Cards
Spotlight
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15
Overview Contd.
Notification Bar
Alerts
Date & time
Reminders
Title
Bars
Status
Presence
Contacts Fan
Contextual Fan
(Calendar, Apps, History)
Expanded contact
Index (left and right)
Media menu
Avaya – Proprietary. Use pursuant to Avaya policy.
16
Contextual Conference Experience
Avaya – Proprietary.
© 2009 Avaya
Use pursuant
Inc. All rights
to Avaya
reserved.
policy.
17
Avaya Desktop Video Device (ADVD)
Portable
Docked
(Upright Mode)
Portable
(Tabletop Mode)
Avaya – Proprietary. Use pursuant to Avaya policy.
18
ADVD in Avaya Aura® SIP Environment
H.323
Avaya Web
Conferencing 6.0
(part of AAC)
Avaya Infrastructure
System Manager
R 6.0
SIP
SIP
AA Conferencing 6.0
Standard Edition
Session Manager
Proxy/Registrar + PPM
6.0
SIP
CCMP
SIP
( with CM-ES)
CM-FS or
CM-ES 6.0
Polycom Video
Conference Bridge
MS
Communicator
Modular Messaging
R5.2 or R6.0
SIP
SIP
PPM SOAP
PS 6.0
Java
MS OCS
XMPP
Upgrade/Settings
File HTTP
Server
MS Exchange Server
HTTP(s)
ADVD
Active Sync
Optional Microsoft servers
Social Network APIs
Facebook
Avaya Aura™ Core Components
Optional Components for Avaya Aura™ Complete Solution
Optional 3rd Party Servers and Clients
Avaya – Proprietary. Use pursuant to Avaya policy.
19
Avaya Aura® 6.1
Communication Server 7.5
CS 1000 Release 7.5
– The Integration Release
 What is it?
– Enables CS 1000 customers to integrate and
leverage the Avaya Aura® applications and
services
 Why does it matter?
– Provides CS 1000 investment protection with an
easy transition to Avaya Aura® when appropriate
– Ability to have a heterogeneous network sharing
capabilities across the network
 Key Features
– Common SIP based network routing engine for
heritage Nortel and Avaya customers
– Consolidated management platform for entire
Avaya portfolio
– Feature rich interworking between CS 1000 and
CM users (SIP Peering)
– Direct SIP connectivity (without requiring SM) to
Avaya Aura® Messaging, Avaya Aura®
Conferencing
Integrate into Avaya Aura®
Voice/
Video
Services
Presence
Services
System
Manager
Session Manager
CS
1000
Avaya
CM
TDM & IP Phones
Avaya – Proprietary. Use pursuant to Avaya policy.
21
CS 1000 Release 7.5
Market Positioning
CS 1000 Customer Value
Applicable to all segments (large, small, multi-site, CM/CS 1000)
• Avaya Aura® Integration replaces NRS with Session
Manager for all multisite deployments. Retain MCDN and
benefits from feature transparency between CS 1000
nodes.
• Feature rich interworking for CS 1000 and
Communication Manager users alike
• Unified Management reduced costs single sign-on to
System Manager and UCM
• Application Sequencing of productivity enhancing Avaya
Aura® applications for all CS 1000 users including
•SIP
•SIP CTI
•Presence
•Named Apps
•Sequenced Apps
• Delivering IM and Presence for any CS 1000 and CM
users in the network with Presence Server (1Q2011 Target)
• Common and consistent IP Media services for CS 1000
and Avaya Aura® users (MOH, Tones, Announcements)
• Re-use 1100 and 1200 series deskphones on SM/CM
with SIP firmware upgrades
C
P
M
G
• Direct SIP connectivity (without requiring SM) to Avaya
Aura® Messaging, Avaya Aura® Conferencing, One-X®
Soft Client simplifies network complexity
• Benefit from extended CS 1000 mobility capabilities with
new One-X® Mobile Lite Client on I-Phone
Upgraded CS 1000 systems
One-X®
Communicator
• Enjoy the latest One-X® Communicator Client (voice &
video) for more user collaboration and more productivity
Avaya – Proprietary. Use pursuant to Avaya policy.
22
Avaya Aura® Compatibility Matrix
Avaya Aura® Applications
CS 1000M/CS 1000E
Modular Messaging 5.2
Supported (via SM)
Avaya Aura® Messaging 6.0
Supported (via SM) - 1Q11
Meeting Exchange 5.2 Enterprise Edition
Supported (via SM)
Avaya Aura® Conferencing 6.0 Standard
Edition
Supported (via SM)
Avaya Aura® Contact Centre 6.0
Supported (AML now; SIP in 1Q11)
Avaya One-X® Communicator 6.0
Supported - 1Q11
Avaya Aura® Presence Server 6.1
Supported (via SM) - 1Q11
Avaya Aura® Communication Manager
6.0.1
Supported (via SM)
Avaya Aura® Session Manager 6.1
Supported
Avaya Aura® System Manager 6.1
Supported
Avaya Aura® SBC 6.0
Supported (via SM)
Voice Portal 5.1
Supported (via SM) - 1Q11
Avaya Aura® Collaboration Server
Not Supported
Avaya Aura® Medium Enterprise Solution
Supported - 1Q11
Avaya – Proprietary. Use pursuant to Avaya policy.
Session Manager 6.1
Combine NRS benefits into SM
 NRS SIP capabilities incorporated into Session Manager 6.1
– Key CS 1000 SIP functionality of NRS incorporated into Session Manager
– Enables SIP Peering between CS 1000 and CM
– Full MCDN/SIP passed between CS1000 nodes
 NRS is replaced with Session Manager 6.1 with the following
exceptions:
– H.323 Gatekeeper
– IPv6
– CS 1000 HS internal NRS
– During the migration period of large multisite
CS 1000 installations
Session Manager
CS 1000
CS 1000
 NRS to SM policy
– Multisite CS 1000 with NRS(s) previously deployed
– Any form of SIP trunking
– More than one Avaya Aura® application
Avaya – Proprietary. Use pursuant to Avaya policy.
24
Application Sequencing
– Extended
Local Calls
 Extended Local Calls (ELC) is a new class of service
feature that enables delivery of Avaya Aura®
sequenced applications to CS 1000 local users
 Simple, effective Avaya Aura® application delivery to
SIP Network
Session Manager
CS 1000 users - TDM, UNIStim, SIP Lines
–
Extend CS 1000 deskphone use
–
No additional CS 1000 DSP capacity consumed
 CS 1000 local call information managed by Avaya
CS 1000
--------SIPTrunk--------
Aura® core
• TDM, UNIStim IP, SIP Lines
 Avaya Session Manager routes CS 1000 local calls to • Extend application
sequencing and foundation
a preconfigured ELC SIP trunks
services to intra-CS 1000
calls (i.e. local calls)
 Avaya Aura® apps delivered to CS 1000 local call
• Local Intra AE call route
users in addition to SIP trunk calls
 Zero charge SIP Access ISM licensing
Avaya – Proprietary. Use pursuant to Avaya policy.
25
Avaya one-X® Communicator for CS 1000
 Supported on CS 1000 R7.5 and MS Windows PCs
 CS 1000 SIP line functionality ( see next slides)
 Telephony and Mid-Call features (hold, transfer, etc.)
 Local contact list
 Call logs
 Message waiting indicator (MWI)
 Click-to-call from browsers (IE or Firefox)
 Audio conferencing
 Point-to-Point video (H.264)
 Search/display corporate or personal directories
 Busy State/Presence status updates
Avaya – Proprietary. Use pursuant to Avaya policy.
CS1000 R7.5: One-X Mobile Lite for iPhone
 Mobile GUI for CS 1000 R7.5 Mobile Extension features
 Addt’l gateway not required
 Eliminates manual keypad entry
–










Service access dialing
– Feature code dialing
Toll avoidance on long distance calls
Corporate directory/contacts search & click-to-call
– Automatic dial format conversion
Mobile number privacy - office CLID shown for iPhone calls
Single number reach – iPhone rings with deskphone
Single button feature activation
– Simultaneous ring on/off
– Call forward on/off
– Conferencing
Cellular voicemail avoidance
CS 1000 CDR for mobile calls
Aura Presence status updates for iPhone calls
Compatible with all iPhone models
– iPhone OS3.x/4.0
Free download from Apple Appstore (requires a configured
Mobile Extension account)
Avaya – Proprietary. Use pursuant to Avaya policy.
G.722 Wideband Codec Support
 G.722 is an ITU standard codec wideband high quality audio codec widely
used in IP telephony
– CS1000 7.5 supports G.722 codec for any IP calls
 The following telephony units support G.722:
– Polycom conference units
– Third party SIP clients
– Avaya OneX® Communicator
 All CS1000 IP components support G.722: Call Server and Signal
Server(TPS, SIP gateway, H323 gateway, SIPLine, Media Services, Element
Manager)
 G.722 offers a significant improvement in speech quality over older
narrowband codecs such as G.711
 Requires UNIStim 5.0 or SIP 4.0 on IP 1120e/1140e, IP 1220/1230
Avaya – Proprietary. Use pursuant to Avaya policy.
28
SIP4.0 and SIP Line Security
 TLS/SRTP support with CS1000 Release 7.5
– TLS/SRTP introduced in SIP 3.2
– Enhancements in R4.0 to interwork with CS1000 R7.5
 Built on top of CS1000 7.0/SIP3.2 which brought
– Expanded SIP line functionality
•
Multi-user Login
• MLA/BLA
• Key value: SIP Lines are part of work groups/teams
– Security Enhancements
•
Certificate based authentication
– Improved Interoperability
–
–
4.0
IPv6 support
Emergency Services Enhancements / E911
 Improved Usability
–
–
USB Headset support
Wideband codec (G.722) support
Standards-based SIP Offering
Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura® Solution for Midsize
Enterprise
Chris Johnson, ME Product Manager, 303-538-5117, [email protected]
Roger Carollo, ME Systems Engineer, 303-538-3442, [email protected]
Offer Description/themes
Avaya Aura® Solution for Midsize Enterprise
Key Specifications
CQ1
Supported SIP
Endpoints
Avaya Video Conference Solution components, Avaya Desktop Video
Device (powered by the Avaya Flare™ Experience), SIP enabled phones
GA
Virtualization
Avaya Aura® System Platform 6.0.3
GA
Utility Services
Communication Manager Utility Services 6.1
GA
Voice & Video
Platform
Avaya Aura® Communication Manager and Communication Manager
Messaging 6.0.1
GA
Session
Management
Avaya Aura® Session Manager 6.1
GA
Management
Avaya Aura® System Manager 6.1
GA
Presence
Avaya Aura® Presence Services 6.1
GA
AES
Avaya Aura® Application Enablement Services 6.1
GA
SBC
Avaya Aura® Session Border Controller 6.0
# Stations
250 – 1000 users
GA
Remote Access &
Alarming
SAL (preferred) and VPN
GA
Server Hardware
IBM S8800 and HP DL360G7
GA
CQ2
H2
CI
GA
Avaya – Proprietary. Use pursuant to Avaya policy.
Components of Midsize Enterprise 6.1
Comparison with the CM 6.0.1 and Collaboration Server 6.1 solutions
Duplex CM
Main /
Survivable
Core
Simplex CM
Main /
Survivable
Core
Simplex
Survivable
Remote
Embedded
Survivable
Remote
Embedded CM
Main
Collaboration
Server 6.1
Midsize Enterprise 6.1
Domain
0/1
Hypervisor
(Dom0)
CDOM (Dom1):
SAL & Update
Manager
Hypervisor
(Dom0)
CDOM
(Dom1): SAL
& Update
Manager
Hypervisor
(Dom0)
CDOM
(Dom1): SAL
& Update
Manager
Hypervisor
(Dom0)
CDOM (Dom1):
SAL & Update
Manager
Hypervisor (Dom0)
CDOM (Dom1):
SAL & Update
Manager
Hypervisor
(Dom0)
CDOM (Dom1):
SAL & Update
Manager
Hypervisor (Dom0)
CDOM (Dom1): SAL &
Update Manager
Dom 2
CM 6.0.1
CM Utility 6.1
CM Utility 6.1
CM Utility 6.1
CM Utility 6.1
CM Utility 6.1
CM Utility 6.1
CM/ CMM
6.0.1
CM 6.0.1
CM 6.0.1
CM/ CMM 6.0.1
CM 6.0.1
CM/ CMM 6.0.1
Branch
Survivable
Session
Manager 6.1
Branch Survivable
Session Manager
6.1
Session Manager
6.1
Session Manager 6.1
Dom 5
System Manager
6.1
System Manager 6.1
Dom 6
Presence
Services 6.0
Presence Services 6.1
Dom 3
Dom 4
Dom 7
AES 6.1
Dom 8
SBC 6.0 (April) for CI
HA
NA
NA
NA
NA
NA
No
No
HW
2 - S8800
S8510 w/ 8G
or S8800
Dell/ HP
System
Platform 6.0
SP2
S8510 w/ 8G
or S8800
Dell/ HP
System
Platform 6.0
SP2
S8300D
S8300D
S8800 and HP
S8800 and HP
System Platform
6.0 SP2
System Platform
6.0 SP2
System Platform
6.0 SP2
System Platform 6.0
SP3
Dell/ HP
System
Platform 6.0
SP2
Avaya – Proprietary. Use pursuant to Avaya policy.
32
One-X® Client Enablement Services
What’s new with one-X® Client Enablement
Services 6.1
Streamlined
Provisioning

Service consolidation to Client Enablement Services
–
one-X Mobile w/ one-X Portal

System platform deployment
SM support (one-X Mobile)
Customer hosted one-X Mobile client downloads


New UC Features




Client Updates


Simpler to Use


one-X Communicator IM for H.323 w/ Aura Presence Services 6.1
one-X Mobile Presence w/ Aura Presence Services 6.1
one-X Mobile Mid-call features (Converged clients only)
one-X Communicator
–
Standalone mode w/ IM&P
–
Improved Audio quality
one-X Mobile
–
Android 2.2
–
converged clients (telephony or UC) for Symbian and
Windows Mobile
Consolidated contacts and logs across one-X clients
Self-provisioning w/ set-up wizards
UI enhancements for all clients/portal
Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya one-X® Client Enablement Services Deployment
Mobile, Portal and Provisioning on a single platform
Separate Platform Deployment
one-X Client Enablement Services deployment
One-X Communicator
one-X Portal Server
one-X Mobile Server
one-X Client Enablement Services
Server
•Streamlined deployment and management (eg. user provisioning)
•Blended functionality (eg. Contacts)
•Supported on Avaya AURA® System Platform
Avaya – Proprietary. Use pursuant to Avaya policy.
35
High Level Solution View CM 6.0 SIP –
Evolution Server
Avaya Aura ®
Conferencing
Avaya Aura ®
Messaging
Avaya Aura ®
Presence 6.1
Avaya Aura ®
Session Manager
Avaya Aura ®
Communication
Manager
Avaya
Media Gateway (PSTN)
AES
Avaya one-X® Client
Enablement Services
6.1
Avaya – Proprietary. Use pursuant to Avaya policy.
36
High Level Solution Architecture
CM 5.2.1 and CM 6.0 H.323
Avaya Aura ®
Conferencing
Avaya Aura ®
Messaging
Avaya Aura ®
Presence 6.1
Avaya Aura ®
Communication
Manager
Avaya
Media Gateway (PSTN)
AES
Avaya one-X® Client
Enablement Services
6.1
Avaya – Proprietary. Use pursuant to Avaya policy.
37
What's New in one-X® Mobile?
 New/Refreshed User Interface
– Geared towards Mobile users
– Taking full advantage of native Platform
updates/improvements
 Introduction of Presence
 Introduction of Converged Clients
 Common set of core-functionality (VIPs, Favorites, etc.)
 Support for various voicemail types (Fax, broadcast)
Avaya – Proprietary. Use pursuant to Avaya policy.
38
Avaya one-X® Mobile
Integrates the mobile device with Enterprise Communication
Services
 Single Number Reach
–
–
–
Ring office calls on mobile (transfer CLID)
Up to 5 devices
VIP Screening
 Single Identity
–
Outbound mobile calls are handled by enterprise
call server (office CLID)
 Single Voice Mail
–
–
Voice Mail notification (via SMS)
Visual Voice Mail
 Call Handoff
–
Deskphone or one-X Communicator client
 Enterprise Unified Communications
–
Corporate directory
– Messaging
– Presence
– Unified call logs and contacts
 Devices Supported: iPhone, Blackberry, Nokia
Symbian
39
Avaya – Proprietary. Use pursuant to Avaya policy.
Modified UI
Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura® Presence Services 6.1
System Message
- Away
- On a call
Avaya one-X™ Communicator
Presence
- In a conference
- Hosting a conference
- In a meeting
- Out of office
Status
(automatic or
user selected)
- Available
- Busy
- Unavailable
- Out of office
- Offline
Channel Status
(phone, email,
IM, video)
- Available
- Conditional
- Unavailable
Mode
- Office
- Home
- Mobile
Personal
Message
- Traveling
Avaya – Proprietary. Use pursuant to Avaya policy.
42
Avaya Branch Gateway B5800 R6.1
Benny Rodrig
Overview Description
Avaya Branch Gateway B5800 R6.1
 Branch Voice Solution
– Supports Distributed Branch deployments providing local Call Processing
and features
– Supports Centralized Branch deployments with local basic survivability
 Integrated with central Avaya Aura® Session Manager via SIP
 Central Management by Network Management (NM) with Cut-Through from
Avaya Aura® System Manager, or local Manager
 PLDS licensing
 Local trunks (Analog, T1/E1 PRI, SIP Trunks) and/or centralized trunks
 Local (embedded or VM-PRO) or centralized voicemail (Modular Messaging)
 Based on IP Office IP500V2 adapted for branch environment
 Supports up to 384 users
 Native analog, digital, H.323, DECT and SIP video endpoints
 Survivability for Centralized 9600 series SIP phones
Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Branch Gateway B5800
Solution Architecture Overview
Data Center 2
Data Center 1
Centralized
Management
Applications
CM-FS / CM-ES
Centralized
Trunking
GW
PSTN
SM
SBC
SIP SP
SM
VoIP-Ready WAN
SIP
SIP
Centralized/Concurrent Branch
Distributed Branch
PSTN
B5800
B5800
SIP SP
Migrate with
Investment Protection
H.323, Analog, Digital
Phones
Survivability
SIP phones
Analog, Digital,
H.323 Phones
Avaya – Proprietary. Use pursuant to Avaya policy.
PSTN
SIP SP
Example Distributed Model Call Flow
Centralized
Management
Data Center 1
Modular
Messaging
Centralized
Trunking
CM
GW
PSTN
SM
SBC
SIP SP
H.323 phone
VoIP-Ready WAN
SIP
Distributed Branch
PSTN
B5800
Signaling
SIP SP
Media
H.323, Analog, Digital
Phones
Avaya – Proprietary. Use pursuant to Avaya policy.
Example Centralized Model Call Flow
Centralized
Management
Data Center 1
Applications
CM-FS
Centralized
Trunking
PSTN
SIP SP
GW
SBC
SM
VoIP-Ready WAN
SIP
Centralized/Concurrent Branch
Sunny-Day SIP Signaling
B5800
Rainy-Day SIP Signaling
PSTN
SIP SP
Media (both Sunny-Day &
Rainy-Day
SIP phones
Analog, Digital,
H.323 Phones
Avaya – Proprietary. Use pursuant to Avaya policy.
Key Capabilities
Hardware
– IP500 V2 with Avaya Branch Gateway B5800
System SD card
– IP500 phone, trunk and VCM (Voice
Compression Module) cards
– External IP500 Expansion modules
Native phones (operating in
Analog, 14xx (digital), 16xx (H.323), 3720/3725
Distributed branch model)
DECT R4, 9620L, 9620C, 9630G, 9640, 9640G,
9650, 9650C, 9608, 9621G, 9641G (with H.323
firmware. 9600 series phones with SIP firmware
not supported in Distributed model), 1010/1040
video endpoints,Grandstream GVX3140,
Polycom VVX
Survivable phones (operating 9620L, 9620C, 9630G, 9640, 9640G, 9650,
in Centralized branch model) 9650C (with SIP R2.6 firmware), 9601, 9608,
9611G, 9621G, 9641G (with SIP R6.0 firmware)
Trunking
Analog, T1/E1 PRI, SIP Trunks
Number of stations
– Up to 384
– Analog/Digital stations - 32 on base unit, up to
384 with expansion modules
Avaya – Proprietary. Use pursuant to Avaya policy.
Key Capabilities (continued)
‘SM Line’ configured on B5800
Support for SM redundancy (2 SMs)
SM version 6.0 and 6.1 supported
SIP OPTIONS Monitoring of SM connection
Branch prefix configured on B5800
SIP connection to Session
Manager
–
–
–
–
–
Survivable phone failover
– Support for phone ‘Alternate registration’
– Automatic Failback policy
Local apps
Embedded Voice Mail or VM-PRO, Auto-Attendant,
Conferencing, receptionists’ SoftConsole
Not supported: SCN, one-X Portal for IP Office,
TAPI, CCR, IP Office Video Softphone
Not all IP Office features are
supported on B5800
Choice of Voice Mail types
– Embedded VM
– VM-Pro (on external server)
– Central Modular Messaging R5.2 over SIP
(Can also use Embedded Auto-Attendant and
announcements with central MM)
Number of voice-mail ports
(i.e. concurrent calls)
Local Conferencing capacity
– Embedded VM - Up to 6
– VM-Pro - Up to 40
Total 128 ports; Multiple conferences up to 64-party
Avaya – Proprietary. Use pursuant to Avaya policy.
Survivability Features on 96xx SIP phones with
B5800
 Make/Receive calls to/from other endpoints in the branch and to/from any type of local PSTN trunk
 Caller ID
 Multiple Line Appearances
 Call hold
 Consultative hold
 Attended call transfer
 Unattended call transfer
 3-party Ad-Hoc conferencing (done locally by the SIP phone for calls originated in Failover






Operation). In addition, up to 64-party Meet-Me conferencing on B5800 can be used.
Indication of Survivability Mode (done by the phone, on the phone screen)
Music on Hold
Voicemail coverage over PSTN – (to general Modular Messaging prompt; No Message Waiting
Indication)
Calls to/from Headquarters over PSTN (requires appropriate administration of digit manipulation and
routing)
Class of Restrictions (COR) - Can be administered on B5800 consistently with administration of core
Communication manager Feature Server
Additional features, such as Call Pickup, Call Park and others, can be invoked on B5800 by dialing
the appropriate Short Codes, but are not available through the phone menus in failover mode.
Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya one-X® Edition
Deskphone
H.323 Release 6.1
51
H.323 Release 6.1 Overview
 For 9608/11/21/41 telephones only (not earlier 96xx sets)
 Major element is Call Center (CC) support
 Additional small user interface or functional changes
 Includes Voice Initiated Dialing & 9641 Bluetooth
functionality, equal to 96xx Release 3.1
 Supported as aliased 96xx sets on Avaya Aura® Release 4.0
or later (or as 46xx sets on Release 3.1.1)
 Some potential impact on administration/support
Avaya – Proprietary. Use pursuant to Avaya policy.
52
9641 with Call Center faceplate and DHA
No pockets
 No Forward
& Headset
buttons
 SPEAKER
renamed
RELEASE;
administrable
as normal
Speaker,
disabled, or
as Release
button
Avaya – Proprietary. Use pursuant to Avaya policy.
53
Sample 9641 Call Center screen
Agent Status icon; Agent ID; Greetings icon; VuStats icon;
Agent Status Line
Information Line
Queued Calls icon
Forced Logout Override icon
Greeting SK labeled only for Manual Greetings
Feature Buttons on
Quick Touch Panel
(QTP); examples for
illustration only
Note: for CC phones, QTP default is 2 rows, not 1
Avaya – Proprietary. Use pursuant to Avaya policy.
54
Avaya one-X® Deskphone SIP
Release 6.0
CONFIDENTIAL.
Overview Description
Deskphone SIP 6.0 firmware runs on the 9608, 9611G, 9621G and 9641G
IP Deskphones. It is built on existing Deskphone SIP 2.6 functionality
and user interface concepts.
 The 9608, 9611G, 9621G and 9641G expand the 9600 Series to address
more market segments
– Bringing touch screens to other than top-end users
– Buttons with dual LEDs for some models (traditional user profiles)
– More models with integrated Gigabit interfaces and color
 New operating system, memory, etc. provide platform for feature growth
 Deskphone SIP 6.0 on the 9600 Series operates in several different
customer environments, defined by the type of Avaya SIP proxy and
Avaya call controller in use
Avaya – Proprietary. Use pursuant to Avaya policy.
56
9600 Series – New Models
(as of December 2010)
9601
9608
9611G
9621G
9641G
Buttons
2
8
8
NA
NA
Touch screen
No
No
No
Yes
Yes
Color
No
No
Yes
Yes
Yes
Display
2.7 inch
3.8 inch
3.5 inch
4.3 inch
4.7 inch
Switch
10/100
10/100
GigE
GigE
GigE
USB
No
No
Yes
No
Yes
Wideband
No
Handset* headset
Handset*, headset
Yes
Yes
Speaker
Yes
Yes
Yes
Yes-Wideband
Yes-Wideband
Button Mod Int.
No
Yes
Yes
No
Yes
PoE Class
1
1
1
2
2
Software
SIP
SIP and H.323
SIP and H.323
SIP and H.323
SIP and H.323
Global List Price ($)
$220
$299
$455
$590
$675
Avaya – Proprietary. Use pursuant to Avaya policy.
Walk Up
Profile
Everyday
Profile
Walk Up
 Cost sensitive basic phone targeted at
Dec
2010
small to large enterprises
 Access to 2 lines with Green / Red LED
buttons on right side of display
 Monochrome graphical 4 line display
with global character support
 Ethernet interface for LAN connectivity
10/100 Mbps. Second Ethernet 10/100
Mbps interface for co-located PC.
 Headset Interface and Speakerphone
 PoE Class 1 and AC power
 Only available with SIP software.
– Supports full SIP-AST functionality
Avaya 9601 IP Deskphone
Avaya – Proprietary. Use pursuant to Avaya policy.
9601 SIP Phone Overview
 Designed for the walkup and basic everyday user in small to large
enterprises that prefer a low priced deskphone with full access to Avaya
Aura® telephony, high availability, security and management features.
 The device supports a traditional User Interface and a graphical
monochrome display without a backlight.
 The major focus of the 9601 hardware design is to produce a high
quality low cost (SIP only) basic phone with a 4 line display, interface
for a headset, full duplex speakerphone and 2x10/100 Ethernet switch
for a co-located laptop or PC.
Avaya – Proprietary. Use pursuant to Avaya policy.
59
Avaya Aura® Messaging 6.0
January 3, 2011
Avaya Aura ® Messaging
Messaging 6.0
• 100% Linux solution
• Outlook Forms support (no desktop plug-in required)
•
No Windows Updates
•
IMAP4
•
No Virus Patches
•
Play on Phone
• Greater Telephony User Interface (TUI) feature
•
Play on PC
depth with only the Aria TUI initially supported
•
Voice Forward
•
Voice Reply
•
Call Sender
•
Retain existing user interfaces
• Basic Embedded Speech Auto Attendant
•
No Supplementary Servers
• Single server or multi-server deployments as
needed for scale and availability
•
No longer have to have a MSS with every MAS
• Improved Locally Survivable options and Disaster
recovery with remote application servers
•
• New & Improved Web Subscriber Options
•
Reach Me
•
Notify Me
•
My Phone
•
Personal Lists
• System Platform support
N+1 Application Server Support
Avaya – Proprietary. Use pursuant to Avaya policy.
61
Take Control of Your Messages
MWI indication on your
phone
Call Me
(Rule-based
message
notification
outcall)
Notify Me
Unified Desktop
(MS Outlook, Lotus Notes,
any email client)
Reach Me
Avaya – Proprietary. Use pursuant to Avaya policy.
62
62
User Self Administration
 Web based access
 Manage personal info,
password, message
playback options, and
more
 Configure Reach Me
and Notify Me
Satisfied users with reduced IT demands
Avaya – Proprietary. Use pursuant to Avaya policy.
63
Unified Messaging
 Voice message integration with email inbox
– IMAP connection from any client
– Message forwarding to any email addresses
 Client-less Outlook toolbar
– Eliminates PC software distribution and management
– Simplifies message manipulation
 Simplifies message handling
– Visual-like voicemail
– Accessible from smart phone
Avaya – Proprietary. Use pursuant to Avaya policy.
64
Voice Recognition - Just Say It
 Speech-enabled
– Auto attendant
– Caller applications
– Message addressing
 Enables users to say names
instead of keying in extensions
 Hands free usage makes message
manipulation more convenient
 Build your own apps
Virtual
receptioni
st
Avaya – Proprietary. Use pursuant to Avaya policy.
65
65
Deployment Options
Single Site
Single server
configuration
Front end / back end
configuration
Telephony
Telephony
Server
Server
Messaging
Application
Messaging
Application
+
Storage
Messaging
Single Server
Storage
Multiple Servers
Avaya – Proprietary. Use pursuant to Avaya policy.
66
Deployment Options
Multi-Site, Centralized Application/Storage
Site A
Site B
Telephony
Telephony
Server
Server
SM or SES
Messaging
Application
Messaging
Storage
Single system spans multiple PBXs and supports mixed dial
plans
Avaya – Proprietary. Use pursuant to Avaya policy.
67
Deployment Options
Multi-Site, Distributed Application
Site A
Site B
Telephony
Telephony
Server
Server
Messaging
Messaging
Application
Application
Messaging
Storage
Single messaging storage
Avaya – Proprietary. Use pursuant to Avaya policy.
68
Scale
 Single server supporting up to 6,000 users
– Easy to install
 Multiple server configuration
– Meeting the needs of most enterprises
 Up to 100 ports per application server
Single Server
Configuration
Messaging
Application
+
Storage
Multi-Server
Configuration
Messaging
Messaging
Application
Application
…
Up to 30,000
users
Messaging
Application
Messaging
Storage
Avaya – Proprietary. Use pursuant to Avaya policy.
69
Resilience
Local Survivability – Front End Local Caching
Site A
Telephony
Server
Messaging
Messaging
Application
Users
• name,
Application
• greetings
• settings
Data Center
Cache
Messaging
Storage
Messages
• for last n days
Cost effective service continuity
Avaya – Proprietary. Use pursuant to Avaya policy.
70
Resilience
Geographic Redundancy
Site A
Site B
Telephony
Telephony
Server
Server
Messaging
Messaging
Application
Application
Data center
Messaging
Storage
Supports disaster recovery
Avaya – Proprietary. Use pursuant to Avaya policy.
71
Avaya Agile Communication
Environment™ (ACE) 2.3
Program Overview
 Avaya ACE provides a common open platform for
application integration and development
 Packaged applications and developer toolkits
Line of Business
 Avaya ACE delivers extended value above Avaya
3rd-Party CTI Applications
New 3rd-Party Applications
Aura®, AES and multi-vendor CTI
 Multimodal voice, video, text, SIP and presence
AVAYA
ACE
Avaya Agile
Communication
Environment™ (Avaya ACE)
Packaged and Custom
Applications
High-level IT-centric Web
Service Toolkits
Lower-level Developer
Foundation Toolkits
Traditional CTI (e.g. AES)
Avaya – Proprietary. Use pursuant to Avaya policy.
73
Avaya ACE™ Architecture Diagram
Packaged
Microsoft or
IBM Server
Applications
Custom
Applications
(via
Webservices or
Foundation
Toolkit APIs)
Web
Service
s
Avaya ACE
Application
Integration
Engine (AIE)
Interactive
Communicatio
n Portal (ICP)
or Avaya Media
Server 7.0
TR87 & SIP
TR87 & SIP
TR87 & SIP
SIP
Avaya
Avaya
Avaya
Genband
AuraTM
AES/CM &
Session
Manager
CS1000
CS2100
CS2000
JTAPI & SIP& AXL
CISCO
UCM
Avaya ACE
Base Server
(Linux or
Windows)
SIP
VP
UCMA
TANDBERG
VCS
IBM Lotus
Microsoft OCS
Sametime
Avaya – Proprietary. Use pursuant to Avaya policy.
74
What’s New in Avaya ACE™ 2.3
 ACE Platform & Adapters
– Avaya ACE packaged
applications and Web
services APIs supported on
Avaya Aura CM ES 6.0.1
– Up to 15,000 users per
server (Linux)
– 64-bit solution sets for
Microsoft & Linux
 Foundation Toolkit
– Toolkit for sequenced
applications on Avaya Aura
– Aimed at IT developers with
some SIP knowledge
 Microsoft® Communicator
Add-in
– Integrates Avaya Aura® with
Microsoft OCS 2007 R2
– Client-side OCS Standard
CAL integration
 IBM® Lotus® Sametime®
Integration
– Supports latest Sametime
and Notes 8.5.1 clients
– Integrated Hot Desking
interface to manage phone
and video devices
– Call forwarding based on
Sametime presence state
Avaya – Proprietary. Use pursuant to Avaya policy.
75
Avaya ACETM 2.3 New Content
Adapter for Avaya Aura® Communication Manager 6.0.1
 Avaya ACE communicates with the Avaya Aura® Application Enablement Services (AES) using SIP
Computer Telephony Integration (CTI/TR/87) protocol. ACE provides a service provider interface to
interoperate with the AES using the TR/87 protocol and with the Avaya Session Manager (ASM) via
SIP.
 An Avaya TR/87 service
provider can support the
following services through
ACE:






Third Party Call Control (v2)
Third Party Call Control (v3). Media Server
required
Presence
Call Notification (v3.2) for H.323 clients only
Call Forward
TPC V2 Mid Call extension
 An Avaya SIP service
provider can support the
following services through
ACE:


Third Party Call Control (v2)
Third Party Call Control (v3). Media
Server required.
Avaya – Proprietary. Use pursuant to Avaya policy.
76
ACE 2.3 Supported CM Configurations
- CM ES 6.0.1 with AES and H323 end points
Avaya
Session Manager
SIP Device
Avaya Aura™
Communication
Manager
Evolution Server
ASAI
SIP CTI
(TR87)
Avaya Application
Enablement
Services (AES)
Parlay X
Avaya ACETM
Core
Services
MakeCall (A,
B)
Avaya ACETM
Application
or Web
Service
H323 Device
Avaya
Media Gateway
Analog, Digital,
Cell or PSTN Line
ACE sets up call using TR87
1. TR87 Call control is via AES and ASAI to CM
2. Party A is remote controlled and calls Party B
3. Calling Party (A) Must be a CM controlled device.
4. Presence and Call Notifications are supported via TR87
5. TPCV2 Extensions add functionality of Answer, Divert, Hold,
Retrieve, Transfer call and insert DTMF digits
6. CM Converts TR87 signalling
to –SIP
Out ofUse
Dialog
to policy.
control77
Avaya
Proprietary.
pursuantrefer
to Avaya
SIP end point
ACE 2.3 Supported CM Configurations
- CM ES 6.0.1 with SIP and H323 end points
Avaya
Session Manager
SIP Device
SIP
SIP
Parlay X
Avaya ACETM
Core
Services
MakeCall (A,
B)
Avaya Aura™
Communication
Manager
Evolution Server
Analog, Digital
Cell, or PSTN Line
Avaya
H323 Device
Avaya ACETM
Application
or Web
Service
(Click to Call
only, No
Presence)
Media Gateway
ACE sets up call using SIP REFER
1. ACE acts as a B2BUA and facilitates the call using REFER.
2. Ringback tone towards Party A depends on SIP REFER from Party B.
3. Calling Party can be an external number such as a cell phone
4. Session Manager is a SIP proxy and supports SIP end points
Avaya – Proprietary. Use pursuant to Avaya policy.
78
New Capabilities in
Avaya Aura® Contact Center 6.1
79 79
New in Avaya Aura® Contact Center Release 6.1
Multimedia Adjunct to Avaya Call Center Elite
Avaya Contact Centre Control Manager
Embedded soft-phone for Avaya Aura® Agent Desktop
for Communication Manager configuration
Avaya Voice Portal Integration
Avaya Aura® Workforce Optimization (WFO) Integration
Integration with Salesforce.com
© 2010
2009 Avaya Inc. All rights reserved.
80
Multimedia adjunct to Call Center Elite Voice off Avaya
Communication Manager
Benefits
 Provide multimedia evolution path for Call Center Elite customers
–
Deliver service in consumer’s medium of choice
• Voice
• E-Mail, Web chat, SMS, Fax, Scanned documents
–
Delivers always-on persona (E-mail)
–
Reduce cost
–
Improve agent productivity and morale through varied and more interesting work
–
Leverage investment in CM and Call Center Elite
–
Minimize change for agents and supervisors
 Tighter integration between Avaya Aura Contact Center and Call Center Elite in
subsequent releases
81
Multimedia adjunct for Call Center Elite Voice off Avaya
Communication Manager
Voice:
Avaya one-X Agent
Multimedia: Avaya Aura
Agent Desktop
Avaya Contact Center
Control Manager
(Optional)
Avaya Aura
Contact Center 6.1




Unified Agent Administration
Discrete voice and Multimedia contact
Discrete agent desktops with dual log-in
Discrete reporting
Avaya Aura
Call Center Elite 6.0
CMS
Recording
IQ
Avaya Aura
Comm. Manager
Avaya
Voice Portal
Avaya Aura
Session Manager
(Optional)
Voice agent license not required when only using multimedia on AACC
Expand multimedia options for Call Center Elite customers
82
Multimedia adjunct for Call Center Elite Voice off Avaya
Communication Manager (Cont.)

Unified Agent Administration
–
Via Avaya Contact Center Control Manager (optional)
• Single administration point for adds, moves, changes for both CM based Call Center
Elite and Avaya Aura CC 6.1 agents

Discrete voice and Multimedia contact
–
Voice through Call Center Elite
• Existing applications continue uninterrupted (Avaya Voice Portal, CMS, IQ, Recording,
etc.)
–
Multimedia through Avaya Aura® Contact Center 6.1
• E-mail, Web chat, SMS text, Fax and White mail (scanned documents forward as e-mails)
• Social Media Integration - Avaya Professional Service offer

Discrete agent desktops with dual log-in
–
one-X Agent desktop, existing agent phone e.g.96xx, 46xx for Elite Voice
–
Avaya Aura Agent Desktop with one-X Agent look, feel and experience for multimedia
 Discrete reporting
–
Avaya Call Management System (CMS) or Avaya IQ for Call Center Elite Voice
–
Contact Center Manager Administration (CCMA) reporting for multimedia on Avaya
Aura Contact Center 6.1
Expand multimedia options for Call Center Elite customers
83
Avaya Contact Center Control Manager
Capabilities
 Centralized operational administration point for Elite or mixed Elite and Avaya Aura
Contact Center environments
–
Supports multiple Avaya Communication Managers, in both multi-site and multi-tenant
environments
 Advanced security engine with roles based access controls (permissions) integrated to
Microsoft active directory
 Avaya Contact Center Control Manager :
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For management of Avaya Call Center Elite, Avaya Call Management System, Avaya IQ,
Avaya Aura Workforce Optimization, Avaya Voice Portal, Avaya one-X Agent amongst others
–
Includes visual call flow designer that allows users to intuitively design Vectors, Variables-inVectors, VDN Variables, Holiday Tables, Vector Routing Tables, Service Hours Tables and
Policy Routing Tables for Percent Allocation
Single point of administration, lower TCO
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Avaya Aura® Workforce Optimization 10.1
Integration
Features
 In line with Avaya’s SIP architecture vision
– SIP Contact Center recording via Avaya Media Server
• SIP and non-SIP for CM/Midsize Enterprise customers – Jan11
• SIP for CS1K customers – Mar 11
 Tightly integrated with Avaya Aura Contact Center 6.1
–
Avaya Contact Recording, Screen Recording (Quality Monitoring), eLearning, and Workforce
Management solutions available for Avaya and NES switch environments
 Merged recorders from NES CRQM 7.0 and Avaya Aura WFO 10.0
 Supports new Full-Time Screen Recording on Avaya Contact Recorder (ACR)
 New key supervisor and agent desktop applications
– Performance Management Coaching
– Desktop and Process Analytics
 Delivers Avaya G13 language localization for user interface and Online Help for Quality
Monitoring
 Windows 2008 and Linux OS support for ACR
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Integration with Salesforce.com
Benefits
 Improve First Call Resolution
–
Improve resource selection and match with the best agent available based on
information from Salesforce.com
 Convert data into actionable insights for real-time responses
 Use Knowledge Base for driving up-sell and cross-sell
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Easy search of Salesforce.com Knowledge Base reduces time to resolution –
improving operational efficiency
 Out-of-the box integration through Web Services interfaces
–
Lower cost and complexity compared to integration which require middleware
 SIP-driven full contextual information to agents helps enhance agent
productivity and improve customer satisfaction
 Centralized configuration simplifies deployment and control, reducing
complexity and cost for IT
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