Application Enablement Services

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Application Enablement Services
Jeff Holton
Avaya General Manager
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Presentation Agenda
Avaya Intelligent Communications Vision
Application Enablement Services
Customer Value Release History Architecture Use
Case Examples Application Enablement Services 4.
0 New Features Details on Avayas AE Services wi
th Microsoft Live Communications Server (LCS) /
Office Communications Server (OCS) Offer
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Intelligent CommunicationsStrategic approach
delivering competitive advantage today
Optimize your business embedding communications
into the fabric of business processes
Optimize your people wherever they are, across
devices and interfaces
Optimize your customer relationships globally
across
all points of contact
Optimize the connections between your people,
customers and processes
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What is Application Enablement Services?
AE Services is a platform that enables the
development of modular building blocks for
advanced communication services
Enables integration of communication and busin
ess applications while leveraging existing
infrastructures and maximizing efficiency
Delivers API (Application Programming Interface)
connectors and Web Services for developing
application services Extends the rich features o
f Avaya Communication Manager in an IP
environment leveraging your current investment
Improves both the security and reliability of
your network infrastructure - Provides a minimum
of one robust link to your Avaya Communication
Manager - Each Avaya S87XX Media Servers
that is used to power a single Avaya Communication
Manager instance can support as many as 16 AE
Services servers each
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Benefits
Integration of telephony services into business
and desktop application, improving employee
productivity Enhanced set of Application Program
ming Interfaces (APIs), protocols, and Web
Services makes the full capabilities of Avaya
communication solutions accessible to corporate
application developers, 3rd party Independent
Software Vendors (ISVs), Business partners and
System Integrators Market Trends Integration of
telephony services into business and desktop
applications Supports Service Oriented Architect
ure Heavy Contributor to lowering Total Cost of O
wnership Allows integration of enterprise and co
mmunications applications, either off the shelf
or custom, to maximize employee efficiency
Lower Costs over time due to reusable nature of
solutions created via SOA constructs
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Application Enablement Services History
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AE Services API Control Domains
SMS provides provisioning access to managed ob
jects.
Media control direct media connections, play
sounds, interpret voice/tones on a media stream
Device control monitor and control lamps,
displays on a device
Call control monitor and control calls as they
flow through an enterprise
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TSAPI and JTAPI APIs
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TSAPI and JTAPI provides access to
Call Control (Make call, Disconnect call, (Single
Step) Conference/Transfer) Device Control (answer
, hold, drop, conference, transfer, feature
access codes, some feature state, MWI, snapshot)
Station Monitoring (conferenced, delivered,
diverted, established forward, held, originated,
retrieved, transferred) Agent Status (logged in/o
ut, on a call, not ready, ready, work not ready,
work ready, busy) Split Information (Queue wait t
ime, oldest call) Vector Directory Number Monit
oring (established, queued, delivered, diverted)
Call Routing Control (Adjunct Call Control)
Call Status (active, idle, invalid)
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AE Services DMCC ServiceDevice Media and Call
ControlFormally called Communication Manager API
(CMAPI)
Based on ECMA CSTA III Standard with private
extensions Enables access via Java API (use met
hods provided by API) XML Protocol (code to XML S
chema Definition) .NET API anticipated for 4Q 200
7 Provides access to Station Features Media ac
cess and Control Call Information Playing, Recor
ding and Dubbing RTP (Realtime Transport
Protocol) Streams Tone Detection and Collection (
out-of-band and in-band) Snapshot Call/Device and
Single Step Conference Supports Device Control
Media Control Limited Call Control
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AE Services Telephony Service
A web services interface Provides high level cal
l control Uses standard web services interfaces
(SOAP/XML). Simple, independent operations The t
elephony web service provides the following call
control functionality Make Call Transfer Call
Conference Call Disconnect Call Answer Call
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AE Services System Management Service
A web service Exposes selected management featur
es of the Avaya Communication Manager (CM)
Uses standard web services interfaces
(SOAP/XML). Enables clients to Display, list, a
dd, change and remove Specific managed objects
Simplifies access to Managed Objects in CM
Allows Application to self-discover CM configura
tion and self-provision the application on CM or
Web user to do simple provisioning tasks
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Application Examples
Specialty Consoles - Customized IP Telephony UI
(User Interface) Vertical Markets Emergency Serv
ices Call Agent Assist DMCC or TSAPI or JTAPI I
P Call Recording Call monitoring Transaction r
ecording (trade, sale, purchase, etc)
DMCC with TSAPI or JTAPI Screen pops DMCC or TSA
PI or JTAPI
Data Centered Call Routing TSAPI or JTAPI Call L
og / Click-to-Call DMCC or TSAPI or JTAPI Click
to Call Dialing assist Sales/Support assist Tel
ephony Service Simple Phone Config Changes Call
Fwd (de)activation Speed Dialing changes DMCC wi
th SMS Call Control/Information TSAPI or JTAPI
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Pre-Application Enablement Services CTI
OfferingsComputer Telephony Integration Overview
MAPD
Med Pro
DLG (DEFINITY LAN Gateway) Clients
CVLAN r9/9.1 Server
ASAI Software
CVLAN r6/r8 Clients
Avaya CT Server
DLG on MAPD, Co-Res DLG CVLAN r6/8 Server on MAPD
Avaya Communication Manager (must be 2.0 or late
r to support CVLAN 9.1)
Avaya CT Clients
CMAPI Server
CMAPI Clients
Remember that CMAPI is now DMCC (Device, Media
Call Control)
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Application Enablement Services Offer
Call Recording Applications
Media Processor
C-LAN1
Application Enablement Server
C-LAN2
Call Center Applications
C-LAN3
C-LAN4
Services (APIs/Protocols) Device, Media Call
Control (1st party) CVLAN, DLG TSAPI/JTAPI (3rd
party) Single Operational Administration
Maintenance (OAM) Enhanced Application Link
Secure/Encrypted Automatic Load Balancing R
edundancy Transparent Failover Resiliency (si
ngle-link) Web Services Telephony User S
ystem Management
Avaya Communication Manager 3.0 or Greater
Desktop PowerDialer Applications
Isolated LAN/VLAN
Production LAN/WAN
Click-to-Dial Web Portal Infrastructure
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Application Enablement Services Typical
ConfigurationDual AE Services Servers
Multi-Applications. Multi-Services
VLAN 1
eth1
eth0
AE Services Server -TSAPI Service -CVLAN Servic
e

C-LAN4
C-LAN5
C-LAN6
eth0
eth1
AE Services Server -TSAPI Service -CVLAN Servic
e

Avaya Communication Manager 3.0 or Greater
VLAN 2
Production LAN/WAN
AE Services Servers could be configured to be
Active/Standby Departmentalize (Enterprise, Ca
ll Center) Application Specific (CTI screen pop,
Call recording, Click-to-call)
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Integrate Telephony Service into the Corporate
Portal
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Application Enablement (AE) Services 4.0New
Features
Support for Microsoft Live Communication Server
2005 SP1 (LCS) Support for Red Hat Enterprise Ver
sion 4.0 ES Update 3 Symmetric Multi-Processor Su
pport (SMP) Secure System Management Service Link
to Avaya Communication Manager
OAM new Look and Feel Full support for SAMP r2
OAM configuration of AE Server Network Interface
Cards
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Application Enablement (AE) Services 4.0New
Features Support of Communications Manager 4.0
Support for Multiple Service Observers in CM 4.0
Up to two (2) service observers can observe the
same EAS (Expert Agent Selection) agent LoginID
or station extension Allows two service observers
to be in a merged conference call, where the
service observers may be monitoring an EAS
LoginID, station extension, or VDN (vector
directory number) Multiple service observers will
be counted as conferees in a conference call,
but they will not be included in the number
(quantity) of conferenced parties that will be
shown for the Conference station display
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Application Enablement ServicesImplementation
Options
AE Services will be offered in two options
Software only Bundled server. The Software Only
option provides an AE Services 4.0 CD for exter
nal customers download site for DevConnect Member
s. The AE Services Bundled Server option provides
an IBM x306m Server (same as the S8500C) with
Red Hat Linux Enterprise v4.0 ES update 3 and AE
Services 4.0 software. In addition, Avaya will i
nstall and maintain the AE Services Bundled
Server. Globally 85 of all AE Services sold are
the bundled offer
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Application Enablement ServicesSoftware Only
System Requirements
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Application Enablement ServicesBundled Server
System Requirements
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Click-to-Communicate
Issue Manually Dialing Phone Numbers
Click to Dial
Current Situation
Users typically resort to manually looking up
telephone numbers and then manually dialing them
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Avaya Brings Enterprise Telephony to Microsoft
Office Communicator (MOC)
Communicator will be on PC Puts your corporate In
stant Messaging in the drivers seat
Avaya Provides Telephony Connection
Click-to-Call in Microsoft Office Communicator
(MOC) making use of SmartTags Escalate IM to call
, Conference Phone MOC stay in synch Presence
is shared
Call Control - Hold, Transfer, etc.
17 functions (CSTA) Additional Avaya Functions pr
ovided as extensions to Office Communicator on
tabbed UI (user interface)
Avaya Proprietary Confidential. For Limited
Internal Distribution. The information contained
in this document may not be distributed or
reproduced, in whole or in part.
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Avaya and Microsoft Office Communicator
Make, Receive and Hang-up (Disconnect) calls via
Office Communicator Desk phone and Office Communi
cator stay in synch (via Shared Control)
Receive Avaya telephony presence of other Office
Communicator users Redirect inbound calls to your
mobile phone or voice mail Conference individual
s from a buddy list, Office or your Corporate
Directory Group Instant Messaging (IM) session ca
n be switched to a conference call
Forward desk phone automatically based upon
Office Communicator Status (Busy, Away)
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Application Enablement (AE) Services Telephony
Integration
with Microsoft LCS/OCS
Microsoft Reference Model Implements SIP/CSTA (TR
-87) gateway on Application Enablement Services
4.0 Server Provides Desktop Call Control Use Mic
rosoft OfficeCommunicator (MOC) to control your
phone Use your phone and MOC is updated Server S
olution no local software required. Can use MOC
alone
Microsoft LCS 2005 or OCS 2007
AE Services 4.0
SIP/SIMPLE
uaCSTA (CSTA over SIP)
Avaya CM
Cell Phones (EC500)
TDM / Analog
H.323
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Client Side Solution Part of upcoming release of
IP Softphone 6.0 CSTA/SIP gateway on local Window
s client Softphone User Interface (UI) hidden if
using MOC Requires small server applet (can be on
LCS server) Desktop Call Control MOC can contro
l phone Use phone and MOC is updated Added Avaya
features on MOC tabs beyond TR/87
EC500, Park, Mute Remote Windows for History, Vi
deo

Microsoft LCS 2005 - or Microsoft OCS 2007
SIP/SIMPLE
uaCSTA (CSTA over SIP)
Avaya CM
Cell Phones (EC500)
TDM / Analog
H.323
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If you are interested in further investigating
the ability to write applications that will work
with AES please visit the Avaya DevConnect
website. By visiting the website any user can re
gister to get access to sample code,
presentations, help forums, SDKs, and much more.
https//devconnect.avaya.com/secure/s_welcome.jsp

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