Avaya Application Enablement Services

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Avaya Application Enablement Services
Joel Ezell Application Enablement Architect
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Topics

• Delivering Intelligent Communications Through
  Application Enablement Services
• What is Application Enablement (AE) Services
• Roadmap of Planned Enhancements

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Business Communications Applications Evolution
TRADITIONAL
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Evolution Towards Converged Communication
PSTN, IP
SIP
IPTML
XML/SOAP
VXML
SMS
WML
Access
Avaya Applications
Avaya App(s)
Avaya App(s)
Business Applications
Business App(s)
Business App(s)
SIP
CSTA III, XML/SOAP, XML/RPC
CSTA III
XML/SOAP
SIP UA
TSAPI
JTAPI
TAPI
Comm Services SoftwareMiddleware Manage
Communication Transactions and Session
CTI Server
3rd Party Call Control
Application Enablement ServicesManage Telephony
API Transactions and Sessions
1st Party Call Control
MultiVantage Communication Manager CCS
3rd Party CSTA III Capable
3rd Party Other Resources
Other Avaya Resources (eg, Conf Server)
IP, TDM, Gateways, Media, Messaging,
Infrastructure
Tomorrow Converged Communications Services
Today Converged Network APIs
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What is Application Enablement Services?
Platform that enables the development of modular
building blocks for advanced communication
services

• Enables integration of communication and business
  applications to leverage the existing
  infrastructures and maximize business efficiency
• Delivers API connectors and Web Services for
  developing next generation application services
• Leverages your current investment by extending
  the rich features of Avaya Communication Manager
  in an IP environment
• Simplifies implementation and serviceability
  options through the availability from Avaya of
  both a Software-Only and a Bundled Server
  solution
• Secures the network infrastructure by providing a
  secure link to your Communication Manager

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What is Application Enablement Services?
Provides an extensive set of protocols,
application programming interfaces and services
that enable application developers and system
integrators to develop applications that take
advantage of the power of Voice over IP

• Key Components
• Connectors (DLG, CVLAN, CMAPI, TSAPI, JTAPI)
• Telephony, User and System Admin Web Services
• Software Development Kit (SDK)
• APIs reside on a Linux server running an industry
  standard Operating System from Red Hat
  (Enterprise Edition 3.0)
• Choice of Avaya AE Services Offers Software-Only
  or Bundled-Server
• Unified Operations Administration and Maintenance
  (OAM)
• Enhanced Application Link
• Transparent failover
• Security
• Enhancing customer success
• Customers choose interfaces that work for them
  traditional or web services
• Developer support through DevConnect
• Customers can now join the Avaya Developer
  Connection Program which has 800 Avaya
  development communities

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Previous CTI Offerings
MAPD
Med Pro
CVLAN r9/9.1 Server
Avaya CT Server

• DLG on MAPD, Co-Res DLG
• CVLAN r6/8 Server on MAPD
• Avaya Communication Manager (must be 2.0 or later
  to support CVLAN 9.1

CMAPI Server
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Application Enablement Services
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Making Voice Applications Possible

• First Party means
• controlling an endpoint
• Make Call
• Hang Up
• Transfer
• Hold/Reconnect
• Etc.

• Media Based applications
• access the voice stream
• Call Recording
• Voice Recognition
• Speaker Identification
• Voice Inflection Analysis
• Etc.

• Third Party means
• controlling the call
• instead of the endpoint
• Routing
• Queuing
• Wait Treatment
• Etc.

Controls can be embedded into applications (such
as CRM) and/or be part of a standalone contact
management application.

• Administrative applications can
• Add/Delete/Change Agents
• Change Agent Assignments
• Configure Telephone Sets
• Etc.

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Why Web Services?

• Platform / Language / Transport Independent
• We use Apache Axis and Java, but you dont have
  to.
• Currently use HTTP for transport but will likely
  support other asynchronous transports in the
  future (e.g. JMS).
• Widespread industry support for evolving
  standards
• No client side libraries required
• Quick development of applications

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AE Services Telephony Service

• Telephony Service is a web services interface
  that enables high-level call-control
  functionality over standard web-services
  interfaces (SOAP/XML).
• Telephony Service is hosted in a tomcat/axis SOAP
  (Simple Object Access Protocol) container.
• The initial release of telephony web service will
  provide the following call control functionality
• Make Call
• Transfer Call
• Conference Call
• Disconnect Call
• Answer Call
• The initial release of this service will not
  provide events.

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AE Services Telephony Service

• Telephony Service hides the complexity of Call
  Control
• Client application does not need to deal with
  connections, call identifiers, etc.
• The only parameters required are extension and
  telephone numbers.
• All operations are independent.
• Transfer and Conference requests succeed even if
  the call was not originally established through
  the Telephony Web Service.

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AE Services User Service

• User Service is a web services interface that
• Enables a single, shared, user identity concept
  for users of Avaya communication services and
  applications
• Integrates with Identity Management systems.
• User Service enables an automated,
  bi-directional, integration with an enterprise
  Identity Management system.
• User Service enables a single point of user
  authentication across Avaya products and
  platforms.
• The first Avaya applications to integrate with
  the User Service are the AE Services TSAPI
  Service and Converged Communications Server
  (SIP).

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AE Services System Management Service

• Exposes selected management features of the Avaya
  Communication Manager (CM)
• Enables SOAP clients to manage specific objects
  on your Communication Manager (display, list,
  change, etc)
• Previously this functionality was only available
  via low level protocol (OSSI) or terminal
  emulation (SAT)
• Now programmatic access is enabled via SOAP

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Telephony Service Click-To-Call App
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Avaya Communication Manager 3.0
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Actual code from sample application

• /
• Make a call from ext1 to ext2.
• _at_param ext1 The calling party.
• _at_param ext2 The called party.
• /
• public void makeCall(String ext1, String ext2)
• System.out.println("Starting to make a call")
• try
• port.makeCall(ext1, ext2)
• catch(Exception e)
• System.out.println("Error invoking makecall
  to the Telephony Web service " e)
• e.printStackTrace()
• return
• // Set the session ID for the next request.
• setSessionID()

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Sample of AE Services Users

• Call Recording Vendors
• Witness (GA February 04 Enterprise June 04
  Quality offers)
• NICE General Availability (GA) in December 04
• Verint (GA December 04)
• eTalk, Teleformix, Dictaphone, Voice Print
• Independent Solutions Vendors
• RedSky (EON)
• SDD (Wynn Resorts Enhanced Property Mgt
  Systems)
• ANI (Custom Telephony Desktop Features)
• Microlink, LiteScape, Agile, DCC, Xtend, Forum,
  etc..
• Customers
• Many of our Fortune 500 customers are developing
  custom voice enabled applications

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VoIP based recording Solutions HaveClear
Advantage Over Legacy (TDM) Systems

• Support for TDM only, IP only and mixed
  environments, as well as support for secure,
  encrypted networks.
• Flexible configuration options meeting diverse
  customer requirements
• Software only with industry standard servers and
  operating systems
• Easier implementation and higher customer
  satisfaction
• Reduced Total-Cost-of-Ownership (TCO) with
  reduction of cabling.

Today, companies want to invest in integrated
systems that offer a single point of
administration on industry standard hardware
because its more efficient, less expensive to
maintain and offers investment protection for
those using traditional telephony today and VOIP
tomorrow. Our combined offering brings together
the best of recording technology with the best in
converged networks and services. - Nancy
Treaster, Senior VP, Global Marketing - Witness
Systems
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Target Market

• Medium and Large Enterprises implementing
• Call Center and office productivity CTI
• Business Process Integration
• Network based collaboration applications
• Application Enablement Services Platform will be
  made available to
• ISVs (3rd party)
• Corporate Developers
• System Integrators
• Avaya Developers (internal)
• Go to Market Strategy
• Using the Avaya Developer Connection Program
• Training, Support, Downloads, Membership Levels,
  Inter-op Testing Lab, Co-marketing, etc.

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CMAPI/CTI Roadmap to AE Services
MV 1.x and prior DEFINITY Releases
CM 2.x
CM 3.0

• AVAYA CT 1.3
• Continue support for CM 3.0 with existing MAPD

AVAYA CT 1.3

• AE Services 3.0
• Red Hat Enterprise Edition 3.0 Linux OS
• TSAPI Service
• CVLAN Service
• DLG Service
• CMAPI Service

CVLAN r6/r8 On MAPD
CVLAN R9 Red Hat Linux 9.0
CVLAN R9.1 Enterprise Red Hat Linux v3.0

• CVLAN r6/r8 On MAPD
• Continue support for CM 3.0 with existing MAPD

• Co-Res DLG

DLG On MAPD

• DLG On MAPD
• Continue support for CM 3.0 with existing MAPD

CMAPI 1.x
CMAPI 2.x
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Whats next?

• Application Enablement Services 3.0
• API Consolidation
• Device Media Control (CMAPI 2.1)
• CTI API Consolidation
• CVLAN R9
• Call Control (TSAPI/JTAPI)
• DLG
• Web Services
• Telephony Service
• User Service
• System Administration Service
• Secure Link
• Platform Support
• Red Hat Enterprise Edition 3.0 Linux Operating
  System

• Application Enablement Services
• API Enhancements
• Basic Call Control (XML)
• CSTA 3 (Single step conferencing)
• TSAPI support on Citrix
• Linux Client Interface
• Secure Link Enhancements
• Platform Support
• Red Hat Enterprise Linux 4.0

• Application Enablement Services
• API Enhancements
• Advanced Call Control (XML)
• TAPI API Support for Mid-Market
• Web Services
• Telephony Service Enhancements
• User Service Enhancements
• Secure Link Enhancements
• Platform Support
• SIP Endpoint Support
• Duplicated Servers

• ASAI
• 99 AUX Reason Codes (up from 9)
• 64 Links (up from 16 links)

• ASAI
• Call Origination from SIP Endpoints

ASAI
CY2006
CY2007
CY2005
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For More Information

• Interested in learning more about AE Services?
• Avayas Support Website http//support.avaya.com
  
• Look for Application Enablement Services under
  Find Documentation under A
• Interested in learning more about our Developer
  Connection Program?
• http//www.avaya.com/gcm/master-usa/en-us/corporat
  e/alliances/devconnect/index.htm

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World Cup USA 2003