What’s new from Avaya (February 2011)
Avaya Common Servers New Server Models: Specs & Configurations HP® Pro. Liant DL 360 G 7 Dell® Power. Edge R 610 Avaya – Proprietary. Use pursuant to Avaya policy. 2
Avaya Common Servers Server Configurations Processor (Intel Xeon 4 - # of Dynamic or 6 -Core Westmere) CPUs RAM Hard Disk Drive E 5620 2. 4 Ghz 4 -core 1 12 GB 3 x 146 GB 10 K RAID 5 Power Supply 1 x 460 W 1 U X 5670 2. 93 Ghz 6 -core 1 12 GB 3 x 146 GB 10 K RAID 5 1 x 460 W 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 2 x 146 GB 10 K RAID 1 2 x 460 W System Manager 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 3 x 146 GB 10 K RAID 5 2 x 460 W SIP Enablement Services 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 2 x 146 GB 10 K RAID 1 2 x 460 W Midsize Enterprise 1 U X 5670 2. 93 Ghz 6 -core 2 48 GB 4 x 300 GB 10 K RAID 5 2 x 750 W Meeting Exchange 1 U X 5670 2. 93 Ghz 6 -core 2 24 GB 5 x 146 GB 10 K RAID 5 2 x 717 W Messaging - Standard 1 U E 5620 2. 4 Ghz 4 -core 1 12 GB 3 x 146 GB 10 K RAID 5 1 x 460 W Messaging - Hi-Cap Storage 1 U E 5620 2. 4 Ghz 4 -core 1 12 GB 4 x 146 GB 15 K RAID 5 2 x 460 W Modular Messaging MAS 1 U E 5620 2. 4 Ghz 4 -core 1 4 GB 2 x 146 GB 10 K RAID 1 1 x 460 W Modular Messaging MSS 1 U E 5620 2. 4 Ghz 4 -core 1 12 GB 3 x 146 GB 15 K RAID 5 2 x 460 W Modular Messaging SP 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 3 x 300 GB 10 K RAID 5 2 x 460 W Communication Manager Messaging - Federal Market 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 3 x 300 GB 10 K RAID 5 2 x 460 W Message Networking 1 U E 5620 2. 4 Ghz 4 -core 1 4 GB 3 x 146 GB 15 K RAID 5 2 x 460 W Adopting Application Communication Manager 5. 2. 1/6. 0. 1+ Simplex / Duplex / MBT / SBC Communication Manager 5. 2. 1/6. 0. 1+ Duplex - High Performance Session Manager Size 1 U Avaya – Proprietary. Use pursuant to Avaya policy. 3
Avaya Common Servers Server Configurations Adopting Application one-X® Mobile Processor (Intel Xeon 4 # of Dynamic Power Size - or 6 -Core Westmere) CPUs RAM Hard Disk Drive RAID Supply 1 U E 5620 2. 4 Ghz 4 -core 1 4 GB 2 x 146 GB 10 K RAID 1 1 x 502 W one-X® Speech 1 U E 5620 2. 4 Ghz 4 -core 1 4 GB 2 x 146 GB 10 K RAID 1 2 x 460 W Presence Services 1 U X 5670 2. 93 Ghz 6 -core 2 36 GB 3 x 300 GB 10 K RAID 5 2 x 750 W Proactive Contact 1 U E 5620 2. 4 Ghz 4 -core 1 24 GB 2 x 146 GB 10 K RAID 1 2 x 460 W Voice Portal 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 2 x 146 GB 10 K RAID 1 1 x 460 W IQ (multiple configurations) 1 U X 5670 2. 93 Ghz 6 -core 2 48 GB 4 x 146 GB 10 K RAID 10 2 x 717 W Avaya Integrated Management 1 U E 5620 2. 4 Ghz 4 -core 1 4 GB 2 x 146 GB 10 K RAID 1 1 x 502 W Application Enablement Services 1 U E 5620 2. 4 Ghz 4 -core one-X® Presentation 1 U E 5620 2. 4 Ghz 4 -core 1 2 4 GB 24 GB 2 x 146 GB 10 K RAID 1 1 x 502 W 4 x 146 GB 10 K RAID 5 2 X 502 W Communication Server 1000 E 1 U E 5620 2. 4 Ghz 4 -core 1 6 GB 3 x 146 GB 10 K RAID 5 2 x 460 W Hospitality Messaging Server 400 1 U E 5620 2. 4 Ghz 4 -core 1 6 GB 3 x 146 GB 10 K RAID 5 2 X 460 W Agile Communication Environment (ACE) Application Server AS 5300 (AC) 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 3 x 146 GB 10 K RAID 5 2 x 460 W 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 2 x 146 GB 10 K RAID 1 2 x 460 W Application Server AS 5300 (DC) 1 U E 5620 2. 4 Ghz 4 -core 2 12 GB 2 x 146 GB 10 K RAID 1 2 x 1200 W DC Avaya – Proprietary. Use pursuant to Avaya policy. 4
Avaya Aura® 6. 1 Communication Manager 6. 0. 1 Conrad Uniacke Senior Product Manager
Communication Manager 6. 0. 1 4 What is it? – Expanded integration and collaboration solutions 4 Why does it matter? – – Support for SIP Peering with CS 1000 Improved Collaborative User Experience GRIP features Improved quality 4 Key Features – Support R 4. 0. 5 & R 5. 2. 1 to R 6. X pre-upgrade patch allowing for a single step upgrade process – CM support of HP and Dell servers – Ability to manage your Avaya Aura Conference from your 96 x 1 Phone and Flare • • • See list of participants, and control the conference as a moderator Known as the “Pass SIP 302 Message Upstream” feature Requires FW 6. 2 (May-11) on the 96 x 1 IP Phones Avaya – Proprietary. Use pursuant to Avaya policy. 6
Avaya Aura™ CM Solutions Nov 2010 New Template (Feb 2011) Updating R 6. 0 templates Duplex CM Main / Survivable Core Simplex Survivable Remote Embedded CM Main Simplex Midsize Enterprise Domain 0/1 Hypervisor (Dom 0) CDOM (Dom 1): SAL & Update Manager Hypervisor (Dom 0) CDOM (Dom 1): SAL & Update Manager Dom 2 CM 6. 0. 1 CM Utility CM Utility CM/ CMM 6. 0. 1 CM/ CMM 6. 0. 1 Branch Survivable Session Manager 6. 1 Branch Survivable Session Manager 6. 1 Dom 3 Dom 4 Avaya Aura™ Session Manager 6. 1 Dom 5 Avaya Aura™ System Manager 6. 1 Dom 6 Avaya Aura™ Presence Services 6. 1 Avaya Aura™ AES 6. 1 Avaya Aura™ Session Border Controller 6. 0 Dom 7 HA Available NA NA NA Yes HW 2 – HP/ Dell/ S 8800 HP, Dell, S 8510 w/ 8 G or S 8800 S 8300 D Hp, Dell or S 8800 On System Platform 6. 1 On System Platform 6. 0 Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura™ Architecture May 2010 Application Avaya Aura™ for Communication Manager (evolution server) Survivable Core (feature server) System Manager Service Providers Avaya Aura™ Core Connection Session Manager Avaya Aura™ Session Border Controller SIP Trunks Access Communication Manager R 6. x Communication Manager R 5. 2. x (evolution server ) Local SM + CM (feature server) Avaya one-X® SIP endpoints Avaya Aura™ for Survivable Remote For use w/ CM in feature server mode SIP-only Branch No SIP endpoints Supports SIP endpoints w/o SES CM LSP R 5. 2. 1 Avaya Aura™ for Survivable Remote Avaya one-X® Local SM + CM (evolution server) For use w/ R 5. 2. 1 no SIP endpoint survivability Avaya one-X® H. 323/Digital endpoints SIP endpoints Avaya one-X® H. 323/Digital endpoints Hybrid SIP, non-SIP Branch Non-SIP CM 5. 2 Branch Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura® Session Manager 6. 1
SM 6. 1 Overview 4 Bits and pieces – Increased scale – New servers – Administration Changes – Installation Improvement – From and To Adaptations 4 User Searching 4 Integrating CS 1 K with Session Manager 4 Session Manager and Video Call Admission Control 4 Fine Granularity for Emergency (E 911) Calling 4 February 2011 Service Pack – OAMP/Security “Package” – Performance Monitoring – SNMP Trap Architecture Change – Bulk Export of SM Data – Third Party Identification Security Certificates Avaya – Proprietary. Use pursuant to Avaya policy. 10
SM Capacity Increases Avaya Aura™ Quick Reference Specifications Item R 6. 0 R 6. 1 Total Enterprise SIP Users 50, 000 100, 000 Total Enterprise Users 100, 000 SIP Users/SM 10, 000 12, 000 Total Enterprise Presence Users 45, 000 81, 000 Presence Users/SM 7, 000 9, 000 TLS Connections 50, 000 100, 000 SM Instances 6 10 BHCC per SM 250, 000 300, 000 Simultaneous Sessions 65, 000 80, 000 Survivable Remotes 250 Communication Managers 500 25, 000 1000 250, 000 300, 000 Locations/Adaptations/SIP Entities SIP Domains Dial Patterns/Routing Policies 4 6. 1 Total Enterprise BHCC – 3 Million BHCC – 2. 7 Million BHCC w N+1 Redundancy Avaya – Proprietary. Use pursuant to Avaya policy. 11
Avaya A 175 Desktop Video Device with the Avaya Flare. TM Experience 12
Avaya Video Conferencing Solution Avaya Desktop Video Device with the Avaya Flare TM Experience Avaya 1010/1020 Avaya 1030/1040/1050 Content Video Resolution and Performance Content Video • • • Price (list) $3680 HD and large touch screen High-quality speaker phone Fully integrated UC experience Innovative user experience Lower price and better HD bandwidth utilization* (396 Kb/s) than integrated video phones -Tandberg 1700 (1. 5 Mbps) or Polycom HDX 4002 (1. 0 Mbps) • HD 720 p, single display, content share • Personal Office: 20 x 26”, fixed focus camera with built in microphone - $3, 5001 • Huddle Room: 32 x 42”, motorized camera with Mic Pod $4, 5001 • Lower price and better bandwidth utilization* (668 Kp/s)than comparable Tandberg Edge 95 (1. 5 Mbps) or Polycom HDX 6004 (2 Mbps) • HD 1080 p/720 p, dual display, 50 x 65” , content share, motorized camera & dual Mic Pods • 1030 – No MCU - $7, 0001 • 1040 – 4 -port MCU - $13, 0001 • 1050 – 8 -port MCU - $13, 0001 • Lower price and better b/w utilization* (1 Mbps) than comparable Tandberg C 20 or C 40 (1. 7 Mbs) or Polycom 7002 (2 Mbps) Price $1000’s $10, 000’s Personal Work group * Bandwidth comparisons at 30 fps x 4 CIF (Flare), 720 p (all others) Avaya – Proprietary. Use pursuant to Avaya policy. 13
What is the experience? Action Oriented People Centric Media Transparent Contextually Aware Social Media Aware Naturally Collaborative It is your perceptions and responses that result from use Avaya – Proprietary. Use pursuant to Avaya policy. 14
Flare Overview Call Control expanded Contacts Groups Applications Group Participant Cards Spotlight Avaya – Proprietary. Use pursuant to Avaya policy. 15
Overview Contd. Notification Bar Alerts Date & time Reminders Title Bars Status Presence Contacts Fan Contextual Fan (Calendar, Apps, History) Expanded contact Index (left and right) Media menu Avaya – Proprietary. Use pursuant to Avaya policy. 16
Contextual Conference Experience Avaya – Proprietary. Use pursuant to Avaya policy. © 2009 Avaya Inc. All rights reserved. 17
Avaya Desktop Video Device (ADVD) Portable Docked (Upright Mode) Portable (Tabletop Mode) Avaya – Proprietary. Use pursuant to Avaya policy. 18
ADVD in Avaya Aura® SIP Environment H. 323 Avaya Web Conferencing 6. 0 (part of AAC) Avaya Infrastructure System Manager R 6. 0 AA Conferencing 6. 0 Standard Edition SIP Session Manager Proxy/Registrar + PPM 6. 0 SIP CCMP SIP ( with CM-ES) CM-FS or CM-ES 6. 0 Polycom Video Conference Bridge MS Communicator Modular Messaging R 5. 2 or R 6. 0 SIP PPM SOAP PS 6. 0 Java MS OCS XMPP Upgrade/Settings File HTTP Server MS Exchange Server HTTP(s) ADVD Active Sync Optional Microsoft servers Social Network APIs Facebook Avaya Aura™ Core Components Optional Components for Avaya Aura™ Complete Solution Optional 3 rd Party Servers and Clients Avaya – Proprietary. Use pursuant to Avaya policy. 19
Avaya Aura® 6. 1 Communication Server 7. 5
CS 1000 Release 7. 5 – The Integration Release 4 What is it? – Enables CS 1000 customers to integrate and leverage the Avaya Aura® applications and services 4 Why does it matter? – Provides CS 1000 investment protection with an easy transition to Avaya Aura® when appropriate – Ability to have a heterogeneous network sharing capabilities across the network 4 Key Features – Common SIP based network routing engine for heritage Nortel and Avaya customers – Consolidated management platform for entire Avaya portfolio – Feature rich interworking between CS 1000 and CM users (SIP Peering) – Direct SIP connectivity (without requiring SM) to Avaya Aura® Messaging, Avaya Aura® Conferencing Integrate into Avaya Aura® Voice/ Video Services Presence Services System Manager Session Manager CS 1000 Avaya CM TDM & IP Phones Avaya – Proprietary. Use pursuant to Avaya policy. 21
CS 1000 Release 7. 5 Market Positioning CS 1000 Customer Value Applicable to all segments (large, small, multi-site, CM/CS 1000) • Avaya Aura® Integration replaces NRS with Session Manager for all multisite deployments. Retain MCDN and benefits from feature transparency between CS 1000 nodes. • Feature rich interworking for CS 1000 and Communication Manager users alike • Unified Management reduced costs single sign-on to System Manager and UCM an MC sp DN ar o en ve cy r S b / C IP S 1 Ks • Application Sequencing of productivity enhancing Avaya Aura® applications for all CS 1000 users including Tr • SIP CTI • Presence • Named Apps • Sequenced Apps • Delivering IM and Presence for any CS 1000 and CM users in the network with Presence Server (1 Q 2011 Target) • Common and consistent IP Media services for CS 1000 and Avaya Aura® users (MOH, Tones, Announcements) • Re-use 1100 and 1200 series deskphones on SM/CM with SIP firmware upgrades C P M G • Direct SIP connectivity (without requiring SM) to Avaya Aura® Messaging, Avaya Aura® Conferencing, One-X® Soft Client simplifies network complexity • Benefit from extended CS 1000 mobility capabilities with new One-X® Mobile Lite Client on I-Phone Upgraded CS 1000 systems One-X® Communicator • Enjoy the latest One-X® Communicator Client (voice & video) for more user collaboration and more productivity Avaya – Proprietary. Use pursuant to Avaya policy. 22
Avaya Aura® Compatibility Matrix Avaya Aura® Applications CS 1000 M/CS 1000 E Modular Messaging 5. 2 Supported (via SM) Avaya Aura® Messaging 6. 0 Supported (via SM) - 1 Q 11 Meeting Exchange 5. 2 Enterprise Edition Supported (via SM) Avaya Aura® Conferencing 6. 0 Standard Edition Supported (via SM) Avaya Aura® Contact Centre 6. 0 Supported (AML now; SIP in 1 Q 11) Avaya One-X® Communicator 6. 0 Supported - 1 Q 11 Avaya Aura® Presence Server 6. 1 Supported (via SM) - 1 Q 11 Avaya Aura® Communication Manager 6. 0. 1 Supported (via SM) Avaya Aura® Session Manager 6. 1 Supported Avaya Aura® System Manager 6. 1 Supported Avaya Aura® SBC 6. 0 Supported (via SM) Voice Portal 5. 1 Supported (via SM) - 1 Q 11 Avaya Aura® Collaboration Server Not Supported Avaya Aura® Medium Enterprise Solution Supported - 1 Q 11 Avaya – Proprietary. Use pursuant to Avaya policy.
Session Manager 6. 1 Combine NRS benefits into SM 4 NRS SIP capabilities incorporated into Session Manager 6. 1 – Key CS 1000 SIP functionality of NRS incorporated into Session Manager – Enables SIP Peering between CS 1000 and CM – Full MCDN/SIP passed between CS 1000 nodes 4 NRS is replaced with Session Manager 6. 1 with the following exceptions: – H. 323 Gatekeeper – IPv 6 – CS 1000 HS internal NRS – During the migration period of large multisite CS 1000 installations 4 NRS to SM policy – Multisite CS 1000 with NRS(s) previously deployed – Any form of SIP trunking – More than one Avaya Aura® application Session Manager CS 1000 Avaya – Proprietary. Use pursuant to Avaya policy. 24
Application Sequencing – Extended Local Calls 4 Extended Local Calls (ELC) is a new class of service feature that enables delivery of Avaya Aura® sequenced applications to CS 1000 local users SIP Network 4 Simple, effective Avaya Aura® application delivery to Session Manager CS 1000 users - TDM, UNIStim, SIP Lines – Extend CS 1000 deskphone use – No additional CS 1000 DSP capacity consumed 4 CS 1000 local call information managed by Avaya CS 1000 ----SIPTrunk---- Aura® core • TDM, UNIStim IP, SIP Lines 4 Avaya Session Manager routes CS 1000 local calls to • Extend application sequencing and foundation a preconfigured ELC SIP trunks services to intra-CS 1000 calls (i. e. local calls) 4 Avaya Aura® apps delivered to CS 1000 local call • Local Intra AE call route users in addition to SIP trunk calls 4 Zero charge SIP Access ISM licensing Avaya – Proprietary. Use pursuant to Avaya policy. 25
Avaya one-X® Communicator for CS 1000 4 Supported on CS 1000 R 7. 5 and MS Windows PCs 4 CS 1000 SIP line functionality ( see next slides) 4 Telephony and Mid-Call features (hold, transfer, etc. ) 4 Local contact list 4 Call logs 4 Message waiting indicator (MWI) 4 Click-to-call from browsers (IE or Firefox) 4 Audio conferencing 4 Point-to-Point video (H. 264) 4 Search/display corporate or personal directories 4 Busy State/Presence status updates Avaya – Proprietary. Use pursuant to Avaya policy.
CS 1000 R 7. 5: One-X Mobile Lite for i. Phone 4 Mobile GUI for CS 1000 R 7. 5 Mobile Extension features 4 Addt’l gateway not required 4 Eliminates manual keypad entry – Service access dialing – Feature code dialing 4 Toll avoidance on long distance calls 4 Corporate directory/contacts search & click-to-call – Automatic dial format conversion 4 Mobile number privacy - office CLID shown for i. Phone calls 4 Single number reach – i. Phone rings with deskphone 4 Single button feature activation – Simultaneous ring on/off – Call forward on/off – Conferencing 4 Cellular voicemail avoidance 4 CS 1000 CDR for mobile calls 4 Aura Presence status updates for i. Phone calls 4 Compatible with all i. Phone models – i. Phone OS 3. x/4. 0 4 Free download from Apple Appstore (requires a configured Mobile Extension account) Avaya – Proprietary. Use pursuant to Avaya policy.
G. 722 Wideband Codec Support 4 G. 722 is an ITU standard codec wideband high quality audio codec widely used in IP telephony – CS 1000 7. 5 supports G. 722 codec for any IP calls 4 The following telephony units support G. 722: – Polycom conference units – Third party SIP clients – Avaya One. X® Communicator 4 All CS 1000 IP components support G. 722: Call Server and Signal Server(TPS, SIP gateway, H 323 gateway, SIPLine, Media Services, Element Manager) 4 G. 722 offers a significant improvement in speech quality over older narrowband codecs such as G. 711 4 Requires UNIStim 5. 0 or SIP 4. 0 on IP 1120 e/1140 e, IP 1220/1230 Avaya – Proprietary. Use pursuant to Avaya policy. 28
SIP 4. 0 and SIP Line Security 4 TLS/SRTP support with CS 1000 Release 7. 5 – TLS/SRTP introduced in SIP 3. 2 – Enhancements in R 4. 0 to interwork with CS 1000 R 7. 5 4 Built on top of CS 1000 7. 0/SIP 3. 2 which brought – Expanded SIP line functionality Multi-user Login • MLA/BLA • Key value: SIP Lines are part of work groups/teams • – Security Enhancements • Certificate based authentication – Improved Interoperability – – 4. 0 IPv 6 support Emergency Services Enhancements / E 911 4 Improved Usability – – USB Headset support Wideband codec (G. 722) support Standards-based SIP Offering Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura® Solution for Midsize Enterprise Chris Johnson, ME Product Manager, 303 -538 -5117, chrisj 1@avaya. com Roger Carollo, ME Systems Engineer, 303 -538 -3442, carollo@avaya. com
Offer Description/themes Avaya Aura® Solution for Midsize Enterprise Key Specifications CQ 1 Avaya Video Conference Solution components, Avaya Desktop Video Device (powered by the Avaya Flare™ Experience), SIP enabled phones Avaya Aura® System Platform 6. 0. 3 GA Utility Services Communication Manager Utility Services 6. 1 GA Voice & Video Platform Avaya Aura® Communication Manager and Communication Manager Messaging 6. 0. 1 GA Session Management Avaya Aura® Session Manager 6. 1 GA Management Avaya Aura® System Manager 6. 1 GA Presence Avaya Aura® Presence Services 6. 1 GA AES Avaya Aura® Application Enablement Services 6. 1 GA SBC Avaya Aura® Session Border Controller 6. 0 # Stations 250 – 1000 users GA Remote Access & Alarming SAL (preferred) and VPN GA Server Hardware IBM S 8800 and HP DL 360 G 7 GA GA Virtualization H 2 CI Supported SIP Endpoints CQ 2 GA Avaya – Proprietary. Use pursuant to Avaya policy.
Components of Midsize Enterprise 6. 1 Comparison with the CM 6. 0. 1 and Collaboration Server 6. 1 solutions Duplex CM Main / Survivable Core Simplex Survivable Remote Collaboration Server 6. 1 Midsize Enterprise 6. 1 Domain 0/1 Hypervisor (Dom 0) CDOM (Dom 1): SAL & Update Manager Hypervisor (Dom 0) CDOM (Dom 1): SAL & Update Manager Dom 2 CM 6. 0. 1 CM Utility 6. 1 CM/ CMM 6. 0. 1 Branch Survivable Session Manager 6. 1 Branch Survivable Session Manager 6. 1 Session Manager 6. 1 Dom 5 System Manager 6. 1 System Manager 6. 1 Dom 6 Presence Services 6. 0 Presence Services 6. 1 Dom 3 Dom 4 Embedded Survivable Remote Embedded CM Main Dom 7 AES 6. 1 Dom 8 SBC 6. 0 (April) for CI HA NA NA No No HW 2 - S 8800 S 8510 w/ 8 G or S 8800 Dell/ HP System Platform 6. 0 SP 2 S 8300 D S 8800 and HP System Platform 6. 0 SP 2 System Platform 6. 0 SP 3 Dell/ HP System Platform 6. 0 SP 2 Avaya – Proprietary. Use pursuant to Avaya policy. 32
One-X® Client Enablement Services
What’s new with one-X® Client Enablement Services 6. 1 4 Streamlined Provisioning 4 4 4 New UC Features 4 4 Client Updates 4 4 Simpler to Use 4 4 Service consolidation to Client Enablement Services – one-X Mobile w/ one-X Portal System platform deployment SM support (one-X Mobile) Customer hosted one-X Mobile client downloads one-X Communicator IM for H. 323 w/ Aura Presence Services 6. 1 one-X Mobile Presence w/ Aura Presence Services 6. 1 one-X Mobile Mid-call features (Converged clients only) one-X Communicator – Standalone mode w/ IM&P – Improved Audio quality one-X Mobile – Android 2. 2 – converged clients (telephony or UC) for Symbian and Windows Mobile Consolidated contacts and logs across one-X clients Self-provisioning w/ set-up wizards UI enhancements for all clients/portal Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya one-X® Client Enablement Services Deployment Mobile, Portal and Provisioning on a single platform Separate Platform Deployment one-X Client Enablement Services deployment One-X Communicator one-X Portal Server one-X Mobile Server one-X Client Enablement Services Server • Streamlined deployment and management (eg. user provisioning) • Blended functionality (eg. Contacts) • Supported on Avaya AURA® System Platform Avaya – Proprietary. Use pursuant to Avaya policy. 35
High Level Solution View CM 6. 0 SIP – Evolution Server Avaya Aura ® Conferencing Avaya Aura ® Messaging Avaya Aura ® Presence 6. 1 Avaya Aura ® Session Manager Avaya Aura ® Communication Manager Avaya Media Gateway (PSTN) AES Avaya one-X® Client Enablement Services 6. 1 Avaya – Proprietary. Use pursuant to Avaya policy. 36
High Level Solution Architecture CM 5. 2. 1 and CM 6. 0 H. 323 Avaya Aura ® Conferencing Avaya Aura ® Messaging Avaya Aura ® Presence 6. 1 Avaya Aura ® Communication Manager Avaya Media Gateway (PSTN) AES Avaya one-X® Client Enablement Services 6. 1 Avaya – Proprietary. Use pursuant to Avaya policy. 37
What's New in one-X® Mobile? 4 New/Refreshed User Interface – Geared towards Mobile users – Taking full advantage of native Platform updates/improvements 4 Introduction of Presence 4 Introduction of Converged Clients 4 Common set of core-functionality (VIPs, Favorites, etc. ) 4 Support for various voicemail types (Fax, broadcast) Avaya – Proprietary. Use pursuant to Avaya policy. 38
Avaya one-X® Mobile Integrates the mobile device with Enterprise Communication Services 4 Single Number Reach – – – Ring office calls on mobile (transfer CLID) Up to 5 devices VIP Screening 4 Single Identity – Outbound mobile calls are handled by enterprise call server (office CLID) 4 Single Voice Mail – – Voice Mail notification (via SMS) Visual Voice Mail 4 Call Handoff – Deskphone or one-X Communicator client 4 Enterprise Unified Communications Corporate directory Messaging Presence Unified call logs and contacts 4 Devices Supported: i. Phone, Blackberry, Nokia Symbian – – 39 Avaya – Proprietary. Use pursuant to Avaya policy.
Modified UI Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Aura® Presence Services 6. 1
System Message - Away - On a call - In a conference Avaya one-X™ Communicator Presence Status (automatic or user selected) - Available - Busy - Unavailable - Out of office - Offline - Hosting a conference - In a meeting - Out of office Channel Status (phone, email, IM, video) - Available - Conditional - Unavailable Mode - Office - Home - Mobile Personal Message - Traveling Avaya – Proprietary. Use pursuant to Avaya policy. 42
Avaya Branch Gateway B 5800 R 6. 1 Benny Rodrig
Overview Description Avaya Branch Gateway B 5800 R 6. 1 4 Branch Voice Solution – Supports Distributed Branch deployments providing local Call Processing and features – Supports Centralized Branch deployments with local basic survivability 4 Integrated with central Avaya Aura® Session Manager via SIP 4 Central Management by Network Management (NM) with Cut-Through from Avaya Aura® System Manager, or local Manager 4 PLDS licensing 4 Local trunks (Analog, T 1/E 1 PRI, SIP Trunks) and/or centralized trunks 4 Local (embedded or VM-PRO) or centralized voicemail (Modular Messaging) 4 Based on IP Office IP 500 V 2 adapted for branch environment 4 Supports up to 384 users 4 Native analog, digital, H. 323, DECT and SIP video endpoints 4 Survivability for Centralized 9600 series SIP phones Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya Branch Gateway B 5800 Solution Architecture Overview Data Center 2 Data Center 1 Centralized Management Applications CM-FS / CM-ES Centralized Trunking GW PSTN SM SBC SIP SP SM Vo. IP-Ready WAN SIP Centralized/Concurrent Branch Distributed Branch PSTN SIP SP Migrate with Investment Protection H. 323, Analog, Digital Phones PSTN B 5800 Survivability SIP phones SIP SP Analog, Digital, H. 323 Phones Avaya – Proprietary. Use pursuant to Avaya policy.
Example Distributed Model Call Flow Centralized Management Data Center 1 Modular Messaging Centralized Trunking CM GW PSTN SM SBC SIP SP H. 323 phone Vo. IP-Ready WAN SIP Distributed Branch PSTN B 5800 SIP SP Signaling Media H. 323, Analog, Digital Phones Avaya – Proprietary. Use pursuant to Avaya policy.
Example Centralized Model Call Flow Centralized Management Data Center 1 Applications CM-FS Centralized Trunking PSTN SIP SP GW SBC SM Vo. IP-Ready WAN SIP Centralized/Concurrent Branch Sunny-Day SIP Signaling PSTN B 5800 Rainy-Day SIP Signaling SIP SP Media (both Sunny-Day & Rainy-Day SIP phones Analog, Digital, H. 323 Phones Avaya – Proprietary. Use pursuant to Avaya policy.
Key Capabilities Hardware – IP 500 V 2 with Avaya Branch Gateway B 5800 Number of stations – Up to 384 – Analog/Digital stations - 32 on base unit, up to System SD card – IP 500 phone, trunk and VCM (Voice Compression Module) cards – External IP 500 Expansion modules Native phones (operating in Analog, 14 xx (digital), 16 xx (H. 323), 3720/3725 Distributed branch model) DECT R 4, 9620 L, 9620 C, 9630 G, 9640 G, 9650, 9650 C, 9608, 9621 G, 9641 G (with H. 323 firmware. 9600 series phones with SIP firmware not supported in Distributed model), 1010/1040 video endpoints, Grandstream GVX 3140, Polycom VVX Survivable phones (operating 9620 L, 9620 C, 9630 G, 9640 G, 9650, in Centralized branch model) 9650 C (with SIP R 2. 6 firmware), 9601, 9608, 9611 G, 9621 G, 9641 G (with SIP R 6. 0 firmware) Trunking Analog, T 1/E 1 PRI, SIP Trunks 384 with expansion modules Avaya – Proprietary. Use pursuant to Avaya policy.
Key Capabilities (continued) SIP connection to Session Manager – – – ‘SM Line’ configured on B 5800 Support for SM redundancy (2 SMs) SM version 6. 0 and 6. 1 supported SIP OPTIONS Monitoring of SM connection Branch prefix configured on B 5800 Survivable phone failover – Support for phone ‘Alternate registration’ – Automatic Failback policy Local apps Embedded Voice Mail or VM-PRO, Auto-Attendant, Conferencing, receptionists’ Soft. Console Not all IP Office features are Not supported: SCN, one-X Portal for IP Office, supported on B 5800 TAPI, CCR, IP Office Video Softphone Choice of Voice Mail types – Embedded VM – VM-Pro (on external server) – Central Modular Messaging R 5. 2 over SIP (Can also use Embedded Auto-Attendant and announcements with central MM) Number of voice-mail ports (i. e. concurrent calls) – Embedded VM - Up to 6 – VM-Pro - Up to 40 Local Conferencing capacity Total 128 ports; Multiple conferences up to 64 -party Avaya – Proprietary. Use pursuant to Avaya policy.
Survivability Features on 96 xx SIP phones with B 5800 4 Make/Receive calls to/from other endpoints in the branch and to/from any type of local PSTN trunk 4 Caller ID 4 Multiple Line Appearances 4 Call hold 4 Consultative hold 4 Attended call transfer 4 Unattended call transfer 4 3 -party Ad-Hoc conferencing (done locally by the SIP phone for calls originated in Failover Operation). In addition, up to 64 -party Meet-Me conferencing on B 5800 can be used. 4 Indication of Survivability Mode (done by the phone, on the phone screen) 4 Music on Hold 4 Voicemail coverage over PSTN – (to general Modular Messaging prompt; No Message Waiting Indication) 4 Calls to/from Headquarters over PSTN (requires appropriate administration of digit manipulation and routing) 4 Class of Restrictions (COR) - Can be administered on B 5800 consistently with administration of core Communication manager Feature Server 4 Additional features, such as Call Pickup, Call Park and others, can be invoked on B 5800 by dialing the appropriate Short Codes, but are not available through the phone menus in failover mode. Avaya – Proprietary. Use pursuant to Avaya policy.
Avaya one-X® Edition Deskphone H. 323 Release 6. 1 51
H. 323 Release 6. 1 Overview 4 For 9608/11/21/41 telephones only (not earlier 96 xx sets) 4 Major element is Call Center (CC) support 4 Additional small user interface or functional changes 4 Includes Voice Initiated Dialing & 9641 Bluetooth functionality, equal to 96 xx Release 3. 1 4 Supported as aliased 96 xx sets on Avaya Aura® Release 4. 0 or later (or as 46 xx sets on Release 3. 1. 1) 4 Some potential impact on administration/support Avaya – Proprietary. Use pursuant to Avaya policy. 52
9641 with Call Center faceplate and DHA 4 No pockets 4 No Forward & Headset buttons 4 SPEAKER renamed RELEASE; administrable as normal Speaker, disabled, or as Release button Avaya – Proprietary. Use pursuant to Avaya policy. 53
Sample 9641 Call Center screen Agent Status icon; Agent ID; Greetings icon; Vu. Stats icon; Agent Status Line Information Line Queued Calls icon Forced Logout Override icon Greeting SK labeled only for Manual Greetings Feature Buttons on Quick Touch Panel (QTP); examples for illustration only Note: for CC phones, QTP default is 2 rows, not 1 Avaya – Proprietary. Use pursuant to Avaya policy. 54
Avaya one-X® Deskphone SIP Release 6. 0 CONFIDENTIAL.
Overview Description Deskphone SIP 6. 0 firmware runs on the 9608, 9611 G, 9621 G and 9641 G IP Deskphones. It is built on existing Deskphone SIP 2. 6 functionality and user interface concepts. 4 The 9608, 9611 G, 9621 G and 9641 G expand the 9600 Series to address more market segments – Bringing touch screens to other than top-end users – Buttons with dual LEDs for some models (traditional user profiles) – More models with integrated Gigabit interfaces and color 4 New operating system, memory, etc. provide platform for feature growth 4 Deskphone SIP 6. 0 on the 9600 Series operates in several different customer environments, defined by the type of Avaya SIP proxy and Avaya call controller in use Avaya – Proprietary. Use pursuant to Avaya policy. 56
9600 Series – New Models (as of December 2010) 9601 9608 9611 G 9621 G 9641 G Buttons 2 8 8 NA NA Touch screen No No No Yes Color No No Yes Yes Display 2. 7 inch 3. 8 inch 3. 5 inch 4. 3 inch 4. 7 inch Switch 10/100 Gig. E USB No No Yes Wideband No Handset* headset Handset*, headset Yes Speaker Yes Yes-Wideband Button Mod Int. No Yes Po. E Class 1 1 1 2 2 Software SIP and H. 323 Global List Price ($) $220 $299 $455 $590 $675 Avaya – Proprietary. Use pursuant to Avaya policy.
Walk Up Profile Everyday Profile Walk Up 4 Cost sensitive basic phone targeted at small to large enterprises 4 Access to 2 lines with Green / Red LED Dec 2010 buttons on right side of display 4 Monochrome graphical 4 line display with global character support 4 Ethernet interface for LAN connectivity 10/100 Mbps. Second Ethernet 10/100 Mbps interface for co-located PC. 4 Headset Interface and Speakerphone 4 Po. E Class 1 and AC power 4 Only available with SIP software. – Supports full SIP-AST functionality Avaya 9601 IP Deskphone Avaya – Proprietary. Use pursuant to Avaya policy.
9601 SIP Phone Overview 4 Designed for the walkup and basic everyday user in small to large enterprises that prefer a low priced deskphone with full access to Avaya Aura® telephony, high availability, security and management features. 4 The device supports a traditional User Interface and a graphical monochrome display without a backlight. 4 The major focus of the 9601 hardware design is to produce a high quality low cost (SIP only) basic phone with a 4 line display, interface for a headset, full duplex speakerphone and 2 x 10/100 Ethernet switch for a co-located laptop or PC. Avaya – Proprietary. Use pursuant to Avaya policy. 59
Avaya Aura® Messaging 6. 0 January 3, 2011
Avaya Aura ® Messaging 6. 0 • 100% Linux solution • Outlook Forms support (no desktop plug-in required) • No Windows Updates • IMAP 4 • No Virus Patches • Play on Phone • Play on PC • Voice Forward • Voice Reply • Call Sender • Greater Telephony User Interface (TUI) feature depth with only the Aria TUI initially supported • Retain existing user interfaces • Basic Embedded Speech Auto Attendant • No Supplementary Servers • Single server or multi-server deployments as needed for scale and availability • No longer have to have a MSS with every MAS • Improved Locally Survivable options and Disaster recovery with remote application servers • N+1 Application Server Support • New & Improved Web Subscriber Options • Reach Me • Notify Me • My Phone • Personal Lists • System Platform support Avaya – Proprietary. Use pursuant to Avaya policy. 61
Take Control of Your Messages Call Me MWI indication on your phone (Rule-based message notification outcall) Notify Me Unified Desktop (MS Outlook, Lotus Notes, any email client) Reach Me 62 Avaya – Proprietary. Use pursuant to Avaya policy. 62
User Self Administration 4 Web based access 4 Manage personal info, password, message playback options, and more 4 Configure Reach Me and Notify Me Satisfied users with reduced IT demands Avaya – Proprietary. Use pursuant to Avaya policy. 63
Unified Messaging 4 Voice message integration with email inbox – IMAP connection from any client – Message forwarding to any email addresses 4 Client-less Outlook toolbar – Eliminates PC software distribution and management – Simplifies message manipulation 4 Simplifies message handling – Visual-like voicemail – Accessible from smart phone Avaya – Proprietary. Use pursuant to Avaya policy. 64
Voice Recognition - Just Say It 4 Speech-enabled – Auto attendant – Caller applications – Message addressing 4 Enables users to say names instead of keying in extensions 4 Hands free usage makes message manipulation more convenient 4 Build your own apps Virtual receptioni st Avaya – Proprietary. Use pursuant to Avaya policy. 65 65
Deployment Options Single Site Single server configuration Front end / back end configuration Telephony Server Messaging Application + Storage Messaging Single Server Storage Multiple Servers Avaya – Proprietary. Use pursuant to Avaya policy. 66
Deployment Options Multi-Site, Centralized Application/Storage Site A Site B Telephony Server SM or SES Messaging Application Messaging Storage Single system spans multiple PBXs and supports mixed dial plans Avaya – Proprietary. Use pursuant to Avaya policy. 67
Deployment Options Multi-Site, Distributed Application Site A Site B Telephony Server Messaging Application Messaging Storage Single messaging storage Avaya – Proprietary. Use pursuant to Avaya policy. 68
Scale 4 Single server supporting up to 6, 000 users – Easy to install 4 Multiple server configuration – Meeting the needs of most enterprises 4 Up to 100 ports per application server Single Server Configuration Messaging Application + Storage Multi-Server Configuration Messaging Application … Up to 30, 000 users Messaging Application Messaging Storage Avaya – Proprietary. Use pursuant to Avaya policy. 69
Resilience Local Survivability – Front End Local Caching Site A Telephony Server Users Messaging Application • name, Application • greetings • settings Data Center Cache Messaging Storage Messages • for last n days Cost effective service continuity Avaya – Proprietary. Use pursuant to Avaya policy. 70
Resilience Geographic Redundancy Site A Site B Telephony Server Messaging Application Data center Messaging Storage Supports disaster recovery Avaya – Proprietary. Use pursuant to Avaya policy. 71
Avaya Agile Communication Environment™ (ACE) 2. 3
Program Overview 4 Avaya ACE provides a common open platform for application integration and development 4 Packaged applications and developer toolkits Line of Business 4 Avaya ACE delivers extended value above Avaya 3 rd-Party CTI Applications New 3 rd-Party Applications Aura®, AES and multi-vendor CTI 4 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) Avaya – Proprietary. Use pursuant to Avaya policy. 73
Avaya ACE™ Architecture Diagram Packaged Microsoft or IBM Server Applications Custom Applications (via Webservices or Foundation Toolkit APIs) Web Service s Avaya ACE Application Integration Engine (AIE) Interactive Communicatio n Portal (ICP) or Avaya Media Server 7. 0 TR 87 & SIP Avaya Genband Aura. TM AES/CM & Session Manager CS 1000 CS 2100 CS 2000 JTAPI & SIP& AXL CISCO UCM Avaya ACE Base Server (Linux or Windows) SIP VP UCMA TANDBERG VCS IBM Lotus Microsoft OCS Sametime Avaya – Proprietary. Use pursuant to Avaya policy. 74
What’s New in Avaya ACE™ 2. 3 4 ACE Platform & Adapters – Avaya ACE packaged applications and Web services APIs supported on Avaya Aura CM ES 6. 0. 1 – Up to 15, 000 users per server (Linux) – 64 -bit solution sets for Microsoft & Linux 4 Foundation Toolkit – Toolkit for sequenced applications on Avaya Aura – Aimed at IT developers with some SIP knowledge 4 Microsoft® Communicator Add-in – Integrates Avaya Aura® with Microsoft OCS 2007 R 2 – Client-side OCS Standard CAL integration 4 IBM® Lotus® Sametime® Integration – Supports latest Sametime and Notes 8. 5. 1 clients – Integrated Hot Desking interface to manage phone and video devices – Call forwarding based on Sametime presence state Avaya – Proprietary. Use pursuant to Avaya policy. 75
Avaya ACETM 2. 3 New Content Adapter for Avaya Aura® Communication Manager 6. 0. 1 Ø Avaya ACE communicates with the Avaya Aura® Application Enablement Services (AES) using SIP Computer Telephony Integration (CTI/TR/87) protocol. ACE provides a service provider interface to interoperate with the AES using the TR/87 protocol and with the Avaya Session Manager (ASM) via SIP. Ø An Avaya TR/87 service provider can support the following services through ACE: Ø Ø Ø Third Party Call Control (v 2) Third Party Call Control (v 3). Media Server required Presence Call Notification (v 3. 2) for H. 323 clients only Call Forward TPC V 2 Mid Call extension Ø An Avaya SIP service provider can support the following services through ACE: Ø Ø Third Party Call Control (v 2) Third Party Call Control (v 3). Media Server required. Avaya – Proprietary. Use pursuant to Avaya policy. 76
ACE 2. 3 Supported CM Configurations - CM ES 6. 0. 1 with AES and H 323 end points Avaya Session Manager SIP Device Avaya Aura™ Communication Manager Evolution Server ASAI SIP CTI (TR 87) Avaya Application Enablement Services (AES) Parlay X Avaya ACETM Core Services Make. Call (A, B) Avaya ACETM Application or Web Service H 323 Device Avaya Media Gateway Analog, Digital, Cell or PSTN Line ACE sets up call using TR 87 1. TR 87 Call control is via AES and ASAI to CM 2. Party A is remote controlled and calls Party B 3. Calling Party (A) Must be a CM controlled device. 4. Presence and Call Notifications are supported via TR 87 5. TPCV 2 Extensions add functionality of Answer, Divert, Hold, Retrieve, Transfer call and insert DTMF digits 6. CM Converts TR 87 signalling to SIP Out of Dialog refer to control Avaya – Proprietary. Use pursuant to Avaya policy. 77 SIP end point
ACE 2. 3 Supported CM Configurations - CM ES 6. 0. 1 with SIP and H 323 end points Avaya Session Manager SIP Device SIP Parlay X Avaya ACETM Core Services Make. Call (A, B) Avaya Aura™ Communication Manager Evolution Server Analog, Digital Cell, or PSTN Line Avaya H 323 Device Avaya ACETM Application or Web Service (Click to Call only, No Presence) Media Gateway ACE sets up call using SIP REFER 1. ACE acts as a B 2 BUA and facilitates the call using REFER. 2. Ringback tone towards Party A depends on SIP REFER from Party B. 3. Calling Party can be an external number such as a cell phone 4. Session Manager is a SIP proxy and supports SIP end points Avaya – Proprietary. Use pursuant to Avaya policy. 78
New Capabilities in Avaya Aura® Contact Center 6. 1 79 79
New in Avaya Aura® Contact Center Release 6. 1 Multimedia Adjunct to Avaya Call Center Elite Avaya Contact Centre Control Manager Embedded soft-phone for Avaya Aura® Agent Desktop for Communication Manager configuration Avaya Voice Portal Integration Avaya Aura® Workforce Optimization (WFO) Integration with Salesforce. com © 2009 Avaya Inc. All rights reserved. 2010 80
Multimedia adjunct to Call Center Elite Voice off Avaya Communication Manager Benefits 4 Provide multimedia evolution path for Call Center Elite customers – Deliver service in consumer’s medium of choice • Voice • E-Mail, Web chat, SMS, Fax, Scanned documents – Delivers always-on persona (E-mail) – Reduce cost – Improve agent productivity and morale through varied and more interesting work – Leverage investment in CM and Call Center Elite – Minimize change for agents and supervisors 4 Tighter integration between Avaya Aura Contact Center and Call Center Elite in subsequent releases 81
Multimedia adjunct for Call Center Elite Voice off Avaya Communication Manager Voice: Avaya one-X Agent Multimedia: Avaya Aura Agent Desktop Avaya Contact Center Control Manager (Optional) Avaya Aura Contact Center 6. 1 4 4 Unified Agent Administration Discrete voice and Multimedia contact Discrete agent desktops with dual log-in Discrete reporting Avaya Aura Call Center Elite 6. 0 CMS Recording IQ Avaya Aura Comm. Manager Avaya Voice Portal Avaya Aura Session Manager (Optional) Voice agent license not required when only using multimedia on AACC Expand multimedia options for Call Center Elite customers 82
Multimedia adjunct for Call Center Elite Voice off Avaya Communication Manager (Cont. ) 4 Unified Agent Administration – Via Avaya Contact Center Control Manager (optional) • Single administration point for adds, moves, changes for both CM based Call Center Elite and Avaya Aura CC 6. 1 agents 4 Discrete voice and Multimedia contact – Voice through Call Center Elite • Existing applications continue uninterrupted (Avaya Voice Portal, CMS, IQ, Recording, etc. ) – Multimedia through Avaya Aura® Contact Center 6. 1 • E-mail, Web chat, SMS text, Fax and White mail (scanned documents forward as e-mails) • Social Media Integration - Avaya Professional Service offer Discrete agent desktops with dual log-in – one-X Agent desktop, existing agent phone e. g. 96 xx, 46 xx for Elite Voice – Avaya Aura Agent Desktop with one-X Agent look, feel and experience for multimedia 4 Discrete reporting – Avaya Call Management System (CMS) or Avaya IQ for Call Center Elite Voice – Contact Center Manager Administration (CCMA) reporting for multimedia on Avaya Aura Contact Center 6. 1 4 Expand multimedia options for Call Center Elite customers 83
Avaya Contact Center Control Manager Capabilities 4 Centralized operational administration point for Elite or mixed Elite and Avaya Aura Contact Center environments – Supports multiple Avaya Communication Managers, in both multi-site and multi-tenant environments 4 Advanced security engine with roles based access controls (permissions) integrated to Microsoft active directory 4 Avaya Contact Center Control Manager : – For management of Avaya Call Center Elite, Avaya Call Management System, Avaya IQ, Avaya Aura Workforce Optimization, Avaya Voice Portal, Avaya one-X Agent amongst others – Includes visual call flow designer that allows users to intuitively design Vectors, Variables-in. Vectors, VDN Variables, Holiday Tables, Vector Routing Tables, Service Hours Tables and Policy Routing Tables for Percent Allocation Single point of administration, lower TCO 84
Avaya Aura® Workforce Optimization 10. 1 Integration Features 4 In line with Avaya’s SIP architecture vision – SIP Contact Center recording via Avaya Media Server • SIP and non-SIP for CM/Midsize Enterprise customers – Jan 11 • SIP for CS 1 K customers – Mar 11 4 Tightly integrated with Avaya Aura Contact Center 6. 1 – Avaya Contact Recording, Screen Recording (Quality Monitoring), e. Learning, and Workforce Management solutions available for Avaya and NES switch environments 4 Merged recorders from NES CRQM 7. 0 and Avaya Aura WFO 10. 0 4 Supports new Full-Time Screen Recording on Avaya Contact Recorder (ACR) 4 New key supervisor and agent desktop applications – – Performance Management Coaching Desktop and Process Analytics 4 Delivers Avaya G 13 language localization for user interface and Online Help for Quality Monitoring 4 Windows 2008 and Linux OS support for ACR 85
Integration with Salesforce. com Benefits 4 Improve First Call Resolution – Improve resource selection and match with the best agent available based on information from Salesforce. com 4 Convert data into actionable insights for real-time responses 4 Use Knowledge Base for driving up-sell and cross-sell – Easy search of Salesforce. com Knowledge Base reduces time to resolution – improving operational efficiency 4 Out-of-the box integration through Web Services interfaces – Lower cost and complexity compared to integration which require middleware 4 SIP-driven full contextual information to agents helps enhance agent productivity and improve customer satisfaction 4 Centralized configuration simplifies deployment and control, reducing complexity and cost for IT 86
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