Transcript Avaya Microsoft Integration

“Lync-ing” your Avaya and Microsoft Environments
Christina Johnston
Jack in the Box
Dustin Donaldson
Strategic Products
and Services
Technology Trends driving changes in communications
1. Your Workforce is Changing
Shared office, Home office, Starbucks
Viral adoption of devices
Leveraging new communications
2. Need to Work Effectively From Anywhere
Planned or Disrupted (HXN1, Weather, Strike)
3. Corporate and Legislated Green Initiatives
UC can have a major contribution to a green initiative
4. Enhanced Customer Experience
Customer expectation of responsiveness
is changing
.
Unified Communications Applications
Typically Multivendor, Often Silos
Audio
Conferencing
Video
Telephony
Voice
Telephony
Unified Communications
Requires Integration of:
Contact
Center
● Multiple Applications
● Multiple Devices
Web
Conferencing
● Multiple Systems
● Multiple Vendors
Instant
Messaging
Voice
Messaging
Presence
Management
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.
2.
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
SIP, Aura and UC
UC Applications Unrestrained by Local Infrastructure
• Dial plan improvements
• Sequenced Applications
• SIP Trunking
• Applications in the core
• Delivered to user, not endpoint
• Unrestrained by local hardware
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
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“Lync-ing Microsoft Instant Messaging
with Avaya Communications”
Integration Options for Avaya and (OCS)/Lync
Integration choices
Avaya Enablement Services (AES) - Remote Call control (RCC) integration
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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.
Agile Communications Environment (ACE) – Microsoft API integration
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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.
AES and ACE - Telephony Presence displayed in IM Client
Microsoft Office Communicator
Who is Available?
How “Interruptible” are
they?
one-X
Deskphone
Office
SIP/H.323
Mobile
one-X
Portal
Teleworker/
Remote
one-X Communicator
IP
Softphone
IP
Softphone
TDM / Analog
one-X Communicator
one-X
Portal
VPN
Remote
Cell Phone:
Extension to Cellular /
one-X Mobile
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* Provided the user is logged into Microsoft Office Communicator
“Lync-ing Microsoft Instant Messaging
with Avaya Communications”
Avaya Enablement Services
(AES)
AES/RCC Click to Call, Conference T-Bob (The Best of Both)
Context Sensitive Click 2 Call
OCS controls Avaya telephone
•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
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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 Avaya and (OCS)/Lync
AES/RCC Considerations
AES/RCC - Functions
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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.
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“Lync-ing Microsoft Instant Messaging
with Avaya Communications”
Agile Communications Environment
(ACE)
Avaya ACE™ integrated with Microsoft OCS
 Office Communicator client, Avaya Communications infrastructure
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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
Aggregated IM and Phone Presence
Company dial plan and E.164 numbers supported
Utilize OCS Sign in
 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
− OCS 2007, Enterprise and BPOS (Cloud)
Proprietary and Confidential
© 2010 Avaya Inc. All rights reserved.
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Avaya ACE™ integrated with Microsoft Lync
Preserves user experience
• Click-to-call, telephony presence, computer &
phone modes, multi-call handling
• Lync single sign-in
Client-side integration
• No Lync voice licenses or devices
• Standard Microsoft APIs
• Requires Standard CAL only
Multi-platform support
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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
Integration Options for (OCS) and Lync
ACE Considerations
ACE - Functions
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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
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More expensive solution than AES (ACE Your Apps helps).
More servers required.
Avaya ACE Framework
 Avaya ACE provides a common open platform for
application integration and development
 Packaged apps plus high and low level toolkits
Line of Business
3rd-Party CTI
Applications
 Avaya ACE delivers extended value above Avaya
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)
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AES and ACE with one-X and Flare
Avaya one-X® Agent
Avaya one-X® Communicator
Avaya Desktop Video Device
Avaya one-X® Mobile Avaya one-X® Portal
Partner Integrations
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
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Devices shown
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7 inch ipad?
iphone 4G?
Tooth phone?
Phillips Fluid
NEC TAG
Jack out of the box
 Jack in the Box Workforce is
Changing
 Shared office, Home office, Mobile
 Enabling the Viral adoption of devices
 Leveraging new communications
 BYOD: Bring Your Own
Device
 Stipend VS regulation
.
Jack’s (Desktop) Image
 UC Applications
in a Citrix
environment
 Access via
computer or
mobile device
(iPad)
.
Sync-ing with Jack
 Keep security top of mind!
BUT…
 Don’t be a barrier to mobility!
 Enable users with secure
protocols that connect their
device of choice.
.
Jack in the Dark
Got Power?
 UC applications in a disaster scenario
 Telephony
 Messaging
.
Jack in the Dark
 UC applications in a disaster scenario
 Jack’s “Super Agents”
.
3 Steps to realizing Unified Communications benefits
Integrate your voice infrastructure with your desktop.
1
Give your users convenient access to their communications.
Integrated and unified clients = Convenience = Productivity
Enhance your desktop experience.
2
Add messaging, presence and “Click to Something” for
voice and video.
Leverage the best of everything (you own).
Make your users ridiculously mobile.
3
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.
Navigating The Unified Communications Hype
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
Don’t
believe
everything
you hear!
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!
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SPS - Your Strategic Partner
Over 400 employees
Offices in over 28 cities
Satisfied customers nationwide
Broad
Technical staff of over 200
Strategic partnerships
24x7 NOC
Deep
Robust Training Curriculums
Multiple Certifications
Experience (over 8,000 clients)
Competent
THANK YOU!
Dustin Donaldson
[email protected]
(973) 852-7282
Learn more at
www.spscom.com