Avaya Microsoft Integration

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Transcript Avaya Microsoft Integration

“Lyncing” your Avaya and Microsoft Environments

IAUG Eastern Connect Dustin Donaldson Strategic Products and Services November, 2011

Market Trends driving changes in communications

Your Workforce is Changing

Shared office, Home office, Starbucks Viral adoption of devices Leveraging new communications

Need to Work Effectively From Anywhere

Planned or Disrupted (HXN1, Weather, Strike)

Corporate and Legislated Green Initiatives

UC can have a major contribution to a green initiative

Enhanced Customer Experience

Customer expectation of responsiveness is changing

Unified Communications Applications

Typically Multivendor, Often Silos

Audio Conferencing Voice Telephony Contact Center Unified Communications Requires Integration of:

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Multiple Applications

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Multiple Devices

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Multiple Systems

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Multiple Vendors Voice Messaging Presence Management Video Telephony Web Conferencing Instant Messaging

Gartner…

“No single vendor can meet all UC requirements. And even if one could, in most situations, enterprises will obtain better choices, more control and better prices by working with multiple strategic partners.” 1 “Hybrid UC is not just a theory, but also a practical and valuable implementation strategy with a strong business case.” 2 1.

Source: Gartner Research

“A Technology Framework for Enterprise Unified Communications”

by Bern Elliot Publication Date 5 January 2010. ID Number G00173410 Source: Gartner Research

“UC ‘in the cloud’ and On-Premises: Examples of Hybrid Solutions”

by Bern Elliot & Daniel O’Connell. Publication Date 20 December 2010 ID Number G00209523

Single Vendor VS Multi Vendor

Leverage the Strengths of Your Vendors and Partners

Instant Messaging Presence Management

Gartner Magic Quadrant Unified Communications

Video Telephony Voice Telephony

Gartner Magic Quadrant Corporate Telephony

Avaya / Microsoft UC Client Integration Options



Integration of Avaya and Microsoft ….

Click-to-Communicate – OCS, Lync*, Smart Tags − Click to Call, Click to Conference, Click to Video  Presence Integration and Federation  Voice Messaging – TUIs, GUIs, VUIs and MWI − Outlook, Internet Explorer, Exchange, PDA, Voice Rec  Audio / Web Conferencing − Scheduling in Outlook, Integration into Live Meeting  “Video as an extension of a Phone Call” – Room and Personal − With CAC, Bandwidth Management, Coverage Paths  Mobility – Single Number, Single Mailbox, Corporate Directory, VIP List, Simul-Ring, Graphical Mobile Client

“Lyncing Microsoft Instant Messaging with Avaya Communications

Integration Options for Avaya and (OCS)/Lync Integration choices AES - Remote Call control (RCC) integration

− − − − Avaya Enablement Services is a server side integration between Avaya CM and the OCS or Lync servers .

• The AES server talks to the OCS/Lync servers, not to the Instant Messaging desktop client.

Provides basic click to call functions VIA the Microsoft RCC feature set.

Works with LCS, OCS or Lync.

Based on the AES CTI server.

ACE – Microsoft API integration

− − − Agile Communications Environment is a client side integration between Avaya (CM or CS1000) and the OCS or Lync Instant Messaging clients.

• ACE does not talk to the OCS/Lync servers.

Provides advanced click to call functions VIA the Microsoft API.

Based on the ACE application development platform.

Integration Options for Avaya and (OCS)/Lync AES/RCC Considerations AES/RCC - Functions

− − − − − Remote control of Avaya telephony (Desk Phone or VPN Phone).

Click to Call from IM.

Click to Call from presence “Dot” in Outlook, etc.

Incoming Call notification (Toast).

Telephony presence shared with LCS/OCS/Lync.

AES/RCC – Concerns

− − − − − Requires Microsoft Enterprise CAL (OCS) or Plus CAL (Lync).

Microsoft history of removing (capabilities from) RCC.

Requires one-X client to support teleworkers.

• Log in from one-X, then click to call works normally.

Not supported by Microsoft in a cloud environment (BPOS/ Office 365).

RCC feature Set is not the focus of R&D, may not evolve.

AES and ACE - Telephony Presence displayed in IM Client Microsoft Office Communicator Who is Available?

How “Interruptible” are they?

one-X Deskphone TDM / Analog Office one-X Portal SIP/H.323

IP Softphone one-X Communicator

Mobile Teleworker/ Remote one-X Communicator IP Softphone one-X Portal VPN Remote Cell Phone: Extension to Cellular / one-X Mobile

* Provided the user is logged into Microsoft Office Communicator

AES/RCC Click to Call, Conference

OCS controls Avaya telephone Context Sensitive Click 2 Call • Avaya Behind the scenes • Leverages infrastructure and adjuncts • Microsoft Client • LCS and OCS support

AES/RCC Click to Call, Conference with one-X Communicator

 Quicker, more intelligent access to colleagues – Greater efficiency – Status info (presence) – Tag contacts  OC enhanced by Avaya telephony – Click to Call in OC, SmartTags – Escalate IM to call – Phone & OC stay in synch – Presence is shared – Call Control - Hold, Transfer, etc.

 Optional Avaya feature tab with Avaya one-X ® Communicator  Video Click to Call

Integration Options for (OCS) and Lync

− − − − − − − − − − − − −

ACE Considerations ACE - Functions

Remote control of Avaya telephony (Desk Phone or VPN Phone).

Click to Call from IM.

Click to Call from presence “Dot” in Outlook, etc.

Incoming Call notification (Toast).

Telephony presence shared with LCS/OCS/Lync.

Does not require the Microsoft Enterprise CAL (OCS) or Plus CAL (Lync). Works with the Standard CAL.

Click to call from Internet Explorer.

Click to Call when Lync/OCS is not running/down/not logged in.

Advanced click to call and mid call functions.

Imbedded Teleworking support. Traditional and headset/VOIP modes • Without additional one-X client.

• VOIP is transported through Avaya infrastructure.

Office communicator or Lync can be your only telephony client. Works in cloud (BPOS, Office 365) environments. Supports Avaya and Nortel Heritage (CS1000) systems

ACE – Concerns

− − − More expensive solution than AES (ACE Your Apps helps).

More servers required.

Avaya only deployment.

Avaya ACE ™ integrated with Microsoft OCS

  

Office Communicator client, Avaya Communications infrastructure

− − − − Click to Call from Buddy list, web phone numbers, Smart Tags, email header & body Mid Call Control Toast pop up on incoming call (Answer, Divert Call)

Teleworking Detection

• Computer and Phone Modes supported • Avaya UC Desktop Engine supporting G.711, 722, 729 codecs delivers PC calls through the Avaya infrastructure − − − Aggregated IM and Phone Presence Company dial plan

and

Utilize OCS Sign in E.164 numbers supported

Client Side API integration

− −

Requires OCS 2007 R2 Standard CAL only No Microsoft Voice devices or licenses required Supported on:

− − − Avaya Aura CM 5.2

CS1000 (Phone Mode) using ACE 2.3.2

Avaya ACE ™ integrated with Microsoft Lync

 Preserves user experience • Click-to-call, telephony presence, computer & phone modes, multi-call handling • Escalate from IM to Avaya phone call • Lync single sign-in  Client-side integration • No Lync voice licenses or devices • Standard Microsoft APIs  Multi-platform support • On-premise & Office365 options • Avaya Aura ® CM (phone, computer mode) • CS 1000 (phone, & computer in ACE3.1) • CS 2100, Cisco UCM (phone mode)  Extends to Microsoft stack • C2call from Dynamics CRM, Outlook, Office docs, IE  CEBP platform for innovation

Avaya ACE Framework

3rd-Party CTI Applications Line of Business New 3rd-Party Applications

 Avaya ACE provides a common open platform for application integration and development  Packaged apps plus high and low level toolkits  Avaya ACE delivers extended value above Avaya Aura ™ , AES and multi-vendor CTI  Multimodal voice, video, text, SIP and presence

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) 17

Avaya one-X® Agent AES and ACE with one-X and Flare Avaya Desktop Video Device Avaya one-X® Communicator Avaya one-X® Mobile Avaya one-X® Portal Partner Integrations

3 Steps to realizing Unified Communications benefits

1 2

Integrate your voice infrastructure with your desktop.

Give your users convenient access to their communications.

Integrated and unified clients = Convenience = Productivity

Enhance your desktop experience.

Add messaging, presence and “Click to Something” for voice and video.

Leverage the best of everything (you own). 3

Make your users ridiculously mobile

Using the device or speech interface that fits their dynamic environment. Use standards to embrace Mobile devices: PDAs, notebooks, netbooks, iPads, Wepads, are inherently multivendor and multi OS. Standards based integrations enable viral device adoption.

Mobility brings freedom. Enable telecommuting for convenience and emergencies.

As a bonus, you have created a disaster plan , A green initiative , and a more satisfied, flexible, virtual workforce.

The Era of Consumer Driven Innovation

Enable VS Regulate  Viral devices − − Consumer driven Standards Based  IT shift − Supporting users via information brokering − Standards based solutions  Devices shown − 7 inch ipad?

− − − − iphone 4G?

Tooth phone?

Phillips Fluid NEC TAG

Navigating The Unified Communications Hype

Don’t believe everything you hear

Start by identifying a need, a benefit or a risk

Productivity improvement (shortened Response times, process improvement) Cost savings (Shared office space, nimble processes) Business Continuity (Plan for the unthinkable)

Do your research, talk to your peers, pick a great partner

Don’t be led down an expensive path by a single vendor Carefully select a technology partner.. Sooner, rather than later

Stop, take a good look at what you are doing

What it will cost What it will change Then step back and look at the benefits

Don't get caught up in the hype

Don’t compromise something important for something cool

Then get excited

Users love being effective!

SPS - Your Strategic Partner

Over 400 employees Offices in over 28 cities Satisfied customers nationwide Technical staff of over 200 Strategic partnerships 24x7 NOC Robust Training Curriculums Multiple Certifications Experience (over 8,000 clients)

THANK YOU!

Dustin Donaldson

[email protected]

(973) 852-7282

Learn more at www.spscom.com

Microsoft Lync Licensing

http://lync.microsoft.com/en-us/HowToBuy/Pages/pricing-licensing.aspx