Avaya Application Enablement Services Joel Ezell Application Enablement Architect
Topics • Delivering Intelligent Communications Through Application Enablement Services • What is Application Enablement (AE) Services • Roadmap of Planned Enhancements
Business Communications Applications Evolution Creating Business Value Intelligent Enterprise BUSINESS PROCESSES Real-Time Enterprise BUSINESS PROCESSES BUSINESS COMMUNICATIONS APPLICATIONS BUSINESS APPLICATIONS Intelligent Communications embedded into the fabric of your business ANY NETWORK BUSINESS APPLICATIONS NETWORK TRADITIONAL Stage 1 ANY NETWORK EMBEDDED CONVERGED Business Agility Competitive Differentiation Process Improvement Customer Loyalty Employee Retention Cost Reduction Operational Efficiency Distributed Applications Security, Reliability Stage 2 Stage 3
Evolution Towards Converged Communication PSTN, IP SIP IPTML XML/SOAP WML SMS VXML Access Avaya Applications Business Applications Avaya App(s) Business App(s) CSTA III, XML/SOAP, XML/RPC SIP TSAPI JTAPI 3 rd Party Call Control CSTA III XML CSTA III Java Telephony SIP UA Web Svc Application Enablement Services CTI Server 1 st Party Call Control Manage Telephony API Transactions and Sessions Multi. Vantage Communication Manager – CCS IP, TDM, Gateways, Media, Messaging, Infrastructure Today: Converged Network & APIs Avaya App(s) Business App(s) CSTA III XML/SOAP Telephony Conference Etc… Web Svc On Demand Comm Services Software Middleware Manage Communication Transactions and Session Other Avaya Resources (eg, Conf Server) 3 rd Party CSTA III Other Capable Resources Tomorrow: Converged Communications Services
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
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 (OA&M) Enhanced Application Link Transparent failover Security Enhancing customer success: Customers choose interfaces that work for them – traditional or web services Developer support through Dev. Connect Customers can now join the Avaya Developer Connection Program which has 800+ Avaya development communities
Previous CTI Offerings MAPD Med Pro DLG (DEFINITY LAN Gateway) Clients CVLAN r 9/9. 1 Server CVLAN r 6/r 8 Clients ASAI Software Avaya CT Server Avaya CT Clients • DLG on MAPD, Co-Res DLG • CVLAN r 6/8 Server on MAPD • Avaya Communication Manager (must be 2. 0 or later to support CVLAN 9. 1 CMAPI Clients CMAPI Server
Application Enablement Services
Making Voice Applications Possible “First Party” means “Media Based” applications means “Third Party” Administrative applications can: Controls can be • Add/Delete/Change Agents controlling an “endpoint”: voice stream: the “call” access the controlling embedded into • Change • Make Call • Call Recording instead of the “endpoint”: Agent Assignments applications (such as • Configure Telephone Sets • Hang Up • Voice Recognition • Routing CRM) and/or be part of a • Etc. • Transfer • Speaker Identification • Queuing standalone contact • Hold/Reconnect • Voice Inflection Analysis • Wait Treatment management application. • Etc.
Why Web Services? • Platform / Language / Transport Independent o o We use Apache Axis and Java, but you don’t 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
AE Services: Telephony Service • Telephony Service is a web services interface that enables high-level call-control functionality over standard webservices 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: o Make Call o Transfer Call o Conference Call o Disconnect Call o Answer Call • The initial release of this service will not provide events.
AE Services: Telephony Service • Telephony Service hides the complexity of Call Control o o 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.
AE Services: User Service • User Service is a web services interface that: o o 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).
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
Telephony Service: Click-To-Call App 2 Click. To. Call Java Client Enterprise Custom Portlet User 1 1 Call Setup as 3 rd Party Call Control Telephony Service includes: AXIS SOAP - Make, Drop, Answer, Container 3 TSAPI Service Client Portal Server SOAP Telephony Service ** LAN/VP N Portal 5 AE Services 4 Avaya Communication Manager 3. 0 Public Switched Telephon y Network Transfer and Conference call - add on security via HTTPS and authentication - no client software - business software integration 6
Actual code from sample application /** * Make a call from ext 1 to ext 2. * * @param ext 1 The calling party. * @param ext 2 The called party. */ public void make. Call(String ext 1, String ext 2) { System. out. println("Starting to make a call"); try { port. make. Call(ext 1, ext 2); } catch(Exception e){ System. out. println("Error invoking makecall to the Telephony Web service " + e); e. print. Stack. Trace(); return; } // Set the session ID for the next request. set. Session. ID(); }
Sample of AE Services Users • Call Recording Vendors: o Witness (GA February 04 Enterprise & June 04 Quality offers) o NICE [General Availability (GA) in December 04] o Verint (GA December 04) o e. Talk, Teleformix, Dictaphone, Voice Print • Independent Solutions Vendors: o Red. Sky (EON) o SDD (Wynn Resorts – Enhanced Property Mgt Systems) o ANI (Custom Telephony Desktop Features) o Microlink, Lite. Scape, Agile, DCC, Xtend, Forum, etc. . • Customers: o Many of our Fortune 500 customers are developing custom voice enabled applications
Vo. IP based recording Solutions Have Clear 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 it’s 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
Target Market • Medium and Large Enterprises implementing o Call Center and office productivity CTI o Business Process Integration o Network based collaboration applications • Application Enablement Services Platform will be made available to: o ISVs (3 rd party) o Corporate Developers o System Integrators o Avaya Developers (internal) • Go to Market Strategy o Using the Avaya Developer Connection Program o Training, Support, Downloads, Membership Levels, Inter-op Testing Lab, Co-marketing, etc.
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 AE Services 3. 0 • Red Hat Enterprise Edition 3. 0 Linux OS CVLAN R 9. 1 Red Hat Linux 9. 0 CVLAN r 6/r 8 On MAPD Enterprise Red Hat Linux v 3. 0 • • TSAPI Service CVLAN Service DLG Service CMAPI Service CVLAN r 6/r 8 On MAPD DLG On MAPD Co-Res DLG • Continue support for CM 3. 0 with existing MAPD DLG On MAPD CMAPI 1. x CMAPI 2. x • Continue support for CM 3. 0 with existing MAPD
What’s next? Application Enablement Services 3. 0 • API Consolidation - Device & Media Control (CMAPI 2. 1) - CTI API Consolidation • CVLAN R 9 • Call Control (TSAPI/JTAPI) • DLG • Web Services - Telephony Service - User Service - System Administration Service 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 • Secure Link • Platform Support - Red Hat Enterprise Edition 3. 0 Linux Operating System Application Enablement Services • API Enhancements - Advanced Call Control (XML) - TAPI Support for Mid-Market • Web Services - Telephony Service Enhancements - User Service Enhancements • Secure Link Enhancements • Platform Support - SIP Endpoint Support - Duplicated Servers CY 2005 ASAI • 99 AUX Reason Codes (up from 9) • 64 Links (up from 16 links) ASAI • Call Origination from SIP Endpoints CY 2006 CY 2007
For More Information • Interested in learning more about AE Services? o Avaya’s 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? o http: //www. avaya. com/gcm/master-usa/enus/corporate/alliances/devconnect/index. htm
Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup™ FIFA Women’s World Cup USA 2003
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