avaya communication solutions & integration

Copyright© 2004 Avaya Inc. All rights reserved

Avaya Communication Solutions & Integration

CDUG 11-10-04Scott Kamrath

ASVP, CSI Western Region

2Copyright© 2004 Avaya Inc. All rights reserved

Today’s Agenda

• Avaya Global Services Today

• Communication Solutions & Integration (CSI) Mission

• Competencies/ Methodology

• IP Migration Planning Considerations


Avaya Global Services

Our role is to provide end-to-end support to Avaya customers

• In a TDM world, this means designing in, installing, monitoring and maintaining Avaya products• In an IP world, this means architecting solutions, installing-integrating-maintaining Avaya products, and continuously monitoring and managing the entire multi-vendor environment


Service Requirements in an IP World

Avaya products operate in an open, multi-vendor environment.

1. Understand each customer’s business problem2. Architect a solution that works in that customer’s

environment3. Implement and integrate the solution

4. Product installation

5. Maintain Avaya products and platform elements

6. Continuously monitor and manage the entire environment

Professional Services

(CSI)

Installation & Maintenance Services

Managed Services

To meet customer expectations, we must:


CSI Mission & Strategy

Reaching our CustomersVia all Avaya channels Direct Business Partners DevConnect Partners Global Systems Integrators

Foundation for Success •Easy to do business with – response, flexibility•Common processes and knowledge management •Competitive pricing and bid process •World class Competencies - Convergence ( security, continuity, networking), Integration, Project/Program Management

Value enhancing Trusted Advisor and SI of choice for Avaya solutions • IP Telephony• Contact Centers• Messaging• Unified Communications

Avaya strategic and competitive

advantage through convergence and

application integration


• Business Communication Consulting– Align business and communication strategies to target

the right technologies• IP Migration Consulting

– IP Readiness,– LAN / WLAN, Data, Multi-vendor networks– Security– Continuity

• Application Consulting and Integration– Contact Center– Messaging– Unified Communications

• Project / Program Management– Single Point of Accountability for Complex Solutions– Manage Scope, Schedule, Cost, Risk

Delivering Professional Servicesfor Communication Applications


Employing Best Practices, Delivery Tools and Proven Methodologies

• Solution Planning & Preparation– Risk Mitigation

• Solution Deployment– Speedy Implementation

• Solution Design & Development– Expert Integration • Solution Assurance

– Quality Throughout

• Education & Knowledge Transfer

– Safe Takeover

• Project & Program Management– On Budget Delivery


CSI Competencies• Business Communication

Consulting• IP Migration, Security,

Business Consulting• Contact Center• Messaging, Unified

Communications• Program Management


Business Communication Consulting

Drives Enables

Drives Enables

Technology Strategy and Selection

Business Strategy

Business Communication Strategy and Architecture

What Technology WhenBenefits

ArchitectureIntegration

Vision/Goals/IdentityProducts/Services

Customers/Target MarketsCompetitive Position

Media Metrics

ProcessesOrganization

Positioning and Value


Avaya Business Communication Consulting

Strategy Development Business Optimization Migration Planning

Achieving your strategy requires business and technology acumen to move your business from where you are

today to where you want to be

If your network and infrastructure are not

running at peak efficiency,

you are forfeiting part of your investment

Staying ahead of your competition requires

constant change for your business

and your communication

needs

• Industry expertise providing insight and information addressing your most important business challenges

• Prescriptive solutions tailored to your infrastructure, requirements and business drivers

Delivering:

Providing acknowledged experts to help our customers with:


LAN / WLAN / Data Services• Data / Converged networks• Design, Staging, Installation, Configuration

• Wireless Assessment, Design, Implementation

• Multi-Vendor (Cajun, Extreme, Cisco, etc.)

IP Migration Consulting IP Readiness• IP Readiness Testing (ExpertNet)• Migration Strategy & Planning• System Implementation & Testing• Operational Readiness (Day 2)• Multi-Vendor (Cajun, Extreme, Cisco,

etc.)

Security Consulting• Risk Assessment• Policy Development• Architecture, Design• Hardening Services (PBX, CMS, etc.)

Business Continuity• Risk Assessment• Policy / Plan Development• Ongoing Conformance

Program Management ServicesAccountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost)


Security Hardening Services

• Lockdown & Harden your Telecom Systems from:

– Theft of Service – I.E. Toll Fraud– Denial of service– Disclosure of information – Information modification – Unauthorized access– Hacking, Eaves dropping, Traffic analysis

• Avaya Communication Manager, Definity, Gateways, CMS, Intuity, IVR/IR, Octel, Predictive Dialer and more……………

• One Time, Semi-annual or Quarterly

• Reduce Risks– Prove Security Compliance– Protect the privacy of information

and system users– Assure system integrity and

availability

• Control Costs– Minimize liability/legal costs– Avoid costly toll fraud and

remediation– Plan annual security budgets with

predictable costs

• Generate Revenue– Keep reputation, customer and

business partner trust & loyalty– Focus your crucial resources to

build the business

What we do: Benefits for you:


Self-Service• Interactive Response• Conversant• Avaya Speech Application Builder

Proactive Contact• Inbound / Outbound / Blended Dialing Solutions

• Custom Integration (desktop applications)

Contact Center ServicesVoice Solutions• Call Routing• Business Advocate, Interaction Center• CTI Integration

Contact Management• Multi-Channel (voice, Web, e-Mail, Chat)• Interaction Center, Call Center Express• Multi-Vendor, Custom Integration

Reporting• Avaya CMS (BCMS, BCMR, CMS Supervisor, Custom

Interfaces)• Avaya Operational Analyst (Multi-Channel, CMS data

aggregation)

Operational Effectiveness• Call Recording / Quality Management (NICE,

Witness, Verint)• Workforce Management (Blue Pumpkin)



Messaging / Unified Communications Modular Messaging Solutions• IMAP4 Client Access• Outlook / Notes Interface• Web Client Interface• Custom Caller Application Development• Fax Integration• Adoption Support Services • Avaya or MS Exchange Message Store

INTUITY AUDIX• Message Manager• Fax Integration

Message Networking• Interchange / Message Networking • Custom Network Design, Deployment,

Administration, Testing, Knowledge Transfer


Octel• Visual Messenger• Octel Access Server

Unified Communication Center• Speech Access (MS Outlook)


Complex Engagements Require Program Management

• Trouble-shooting Costs Money• Uncontrolled Scope Causes:

– Indefinite Project Delays– Costly Business Disruptions

• Reduced User Productivity• Poor Customer Service• Lost Revenue Opportunities

“Enterprises that are content with an ‘on-the-fly’ approach to installation and integration should prepare themselves for the inevitable — budget over-runs due to costly rework, big misses on the Consulting and Integration schedule, and worse of all — deteriorated end-customer support.”

— Dr. Jim Metzler, President Ashton Metzler & Associates

Risks of Poorly Managed Projects:


Program Management Services

• Provide a Single Point of Contact and Accountability

– Large Corporate/University Campus Projects– Multi-Site Projects for Consistent Roll-out

• Create a comprehensive Implementation Plan / Master Schedule

• Coordinate all Avaya Global Services Implementation Resources

• Provide an essential interface to the Customer• Use a time-tested implementation methodology• Experienced, PMI certified personnel• Minimize delays and cost increases


IP Migration Consulting Services• Planning is a critical component of successful IP migrations

– Voice and Data place significantly different (and potentially conflicting) demands on your data network.

• Avaya helps clients effectively prepare for and transition to IP.– IP Readiness Testing (ExpertNet)– Migration strategy, planning– Implementation services– Operational Readiness (“Day 2”)– Validation / Troubleshooting services

• Vendor neutral• Supports strategic decision making (“When / why should I migrate

to IP”) and implementation (ensuring smooth migration)


VoIP Challenges

• Voice and Data have different requirements• Most data networks do not deliver to the performance

standards needed in a converged environment• Multi-vendor network components (interoperability)• Most networks have congestion

– Problems hidden by applications– Or, users are tolerant (same users will NOT tolerate

bad video/voice)• Users have expectations for voice quality, regardless

of the technology


Voice vs. Data:Fundamentally Different

Networks

Voice Data

Connection-based Connectionless

Guaranteed Best-effort

Black phones, intelligent networks

Smart hosts, dumb networks

Stable and predictable Dynamic and exponential growth


Congestion is Inevitable• At some point, the current network will experience

congestion that will degrade voice quality

Congestion Effects:- Packet loss – Buffers fill up – additional packets are dropped *Causes audible gaps in speech

- Jitter Buffered packets are transmitted with varying delays *Causes distortion in the play-out of the reconstructed voice signal

- Delay – Packets are buffered (queued) before being transmitted *Causes talkers to interrupt one another


Avaya’s Convergence Recommendations• Baseline the current network• Develop a QoS strategy• Make improvements before converging

– Stabilize– Streamline– Optimize routing tables– Redundancy– Service Level Agreements

• Implement QoS end-to-end• Adjust support processes • Monitor performance


Avaya ExpertNet - Powerful Support Tools

• Assists Avaya experts in assessing your networkfor IP readiness

• Enables analysts to pinpoint network issues

• Integrates call path with device utilization andend-to-end QoS statistics

• Provides live network assessments 24/7

• Supports seamless integration with IP Telephony

• Automatically discovers all network devices

• Scans entire network and/or sub-networks

• Polls the discovered network elements

• Collects device and interface information

• Generates chosen sets of synthesized calls

• Provides visualization of call path and data


How Call Synthesis Works• Place synthetic call

endpoints on IP Telephony deployment subnets

• Inject traffic (RTP) flows between endpoint pairs

• Monitor end-to-end QoS– Delay– Jitter– Loss

• Store dataExpertNet Server

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