©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Modern Contact Centers Centered on SIP and Grids Stephen R. Durney Director, Contact Center Avaya #AvayaATF @StephenDurney ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL NOTICE Certain statements contained in this roadmap are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," ”intent”, may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Our Vision ©2013 Avaya Inc. All rights reserved 4 February 26-28, 2013 | Orlando, FL Avaya Fit For Purpose, People First, Innovation Certain statements contained in this presentation are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. Small & Medium Enterprise Midsize Enterprise Enterprise SERVICES Unified Communications | Contact Center | Data ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Our Vision ©2013 Avaya Inc. All rights reserved 6 February 26-28, 2013 | Orlando, FL Avaya’s Answer: Avaya Aura® Now & Future Big Data “Grid” Past Recent App App Application Application Application SIP Connection Mgmt Connection Mgmt Access Connection Mgmt H.323/UniSTIM SIP Legacy TDM Access Access IP Telephony ©2013 Avaya Inc. All rights reserved 7 Enterprise IMS February 26-28, 2013 | Orlando, FL IP Multimedia Subsystems (IMS) • IMS Standard was originally defined in 1999 by 3GPP • Third Generation Partnership Project • IMS was intended to facilitate Service Providers in combining their wireline and wireless operations • Service Providers use IMS Service Providers to implement the Quad-Play (e.g. combine broadband, cable, wireless, and wireline) • IMS allows Service Providers to give their subscribers a very feature rich experience independent of location and device(s) • Benefits • • • • • Layered Architecture Decoupling of Users from their Devices Loose Coupling of Users from their Services Proven Scalability & Reliability Multi-Vendor Support ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Enterprise IMS (E-IMS) • • • • IP Multimedia Subsystems (IMS) -- 3GPP Standard Take proven IMS principles and appropriate SIP standards from IMS Without compromising on functionality, scalability, or reliability, E-IMS simplifies and makes IMS practical for the enterprise Three tier architecture, decouples users from applications IMS defined by 3GPP Avaya E-IMS Architecture System Mgr App APP IPS MM EP SM CM ACE SM IP App Service Provider PBX KTS ©2013 Avaya Inc. All rights reserved SIP GW Endpoint Endpoint February 26-28, 2013 | Orlando, FL Avaya CC Architecture Control Manager System Manager IC R PS EP AA CC PSTN CM SIP Trunks SM SM Avaya Aura® Session Manager (Up to 10) SM SM SM SIP SIP SIP SBC SIP SIP AACC Agents (AADD) AACC Agents (AADD) ©2013 Avaya Inc. All rights reserved TDM Trunks 10 Elite Agents with H.323 Terminals Gateway Elite Agents with SIP Terminals (one-X Agent) February 26-28, 2013 | Orlando, FL Session Manager “Cloud” Saved Copy of DB SMGR Master DB SM Cloud SM SM SM Software JMS/JGroup “Bus” SM DB Subsets ©2013 Avaya Inc. All rights reserved © 2011 Avaya Inc. All rights reserved. 11 February 26-28, 2013 | Orlando, FL Advantages of Avaya Aura® SIP Service Provider Integration Improved Reliability IMS Application Support Increased Scalability SBC Session Signaling + CTI Elimination Session Signaling + Dial Plans 3rd Party Interoperability 1-303-538-6199 Inherently Multi-Modal 5386199@avaya.com gdweber@avaya.com Video Voice ISDN Message Text x1b x0a xbf x00 xd4 x91 x2a x00 x00 x3c x11 x00 x00 xaa x0a ©2013 Avaya Inc. All rights reserved Simpler to Debug Intelligent Devices SIP Message To: Greg Weber From: Steve Durney Call_Id: 1234 February 26-28, 2013 | Orlando, FL Improved Reliability N+M Configuration SIP Entity: CM/AACC SM2 SM1 SIP Entity: SBC SIP Trunks OOO SMN+M SIP Entity: VP/IVR PSTN ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Improved Reliability – Failure Example #1: Single Failure SIP Entity: CM/AACC SM2 SM1 OOO SMN+M 2 1 SIP Entity: SBC SIP Trunks SIP Entity: VP/IVR PSTN ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Improved Reliability – Failure Example #2: Double Failure SIP Entity: CM/AACC SM2 SM1 OOO SMN+M 2 1 SIP Entity: SBC 3 SIP Entity: VP/IVR SIP Trunks PSTN ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Improved Reliability – Failure Example #3: Alternate Routing 3 4 Timer B Expires INVITE SM SM SIP Session 5 1 INVITE INVITE 2 INVITE SIP Trunks SIP Entity: SBC PSTN ooo CM/AACC ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL Improved Reliability – Failure Example #4: Feature Server CM CM INVITE 2 CM 4 INVITE SM SM 3 Timer B Expires 1 INVITE ©2013 Avaya Inc. All rights reserved SIP Entity: VP/IVR February 26-28, 2013 | Orlando, FL Improved Reliability – SIP Outbound • SIP Outbound – RFC 5626 • Allows Multiple Concurrent Device Registrations Registrar #1 Registrar #1 Registrar #2 Registrar #2 Registrar #3 H.323 Phone Registrar #3 Alternate Gatekeeper List - Registrar #1 - Registrar #2 - Registrar #3 SIP Phone NOTE: H.323 Registrars are CLANs, PROCR, LSPs, … ©2013 Avaya Inc. All rights reserved Simultaneous Server List - Registrar #1 - Registrar #2 - Registrar #3 NOTE: SIP Registrars are Managers, Branch SM, … 18 Session February 26-28, 2013 | Orlando, FL Intelligent Customer Routing for Multisite PSTN TDM/SIP Data Center 1 Data Center 2 HD SIP Gateway or SBC HD SIP Gateway or SBC SIP SIP SIP SIP SIP SIP ICR Experience Portal ICR Experience Portal SIP ©2013 Avaya Inc. All rights reserved TDM/SIP ASM ASM ACDs PSTN SIP ACDs 19 SIP Outsourcer ACDs February 26-28, 2013 | Orlando, FL Add Sequenced Apps Control Manager System Manager App ICR PS EP AA CC PSTN CM SIP Trunks Avaya Aura® Session Manager (Up to 10) SIP SIP SIP SBC SIP SIP AACC Agents (AADD) AACC Agents (AADD) ©2013 Avaya Inc. All rights reserved TDM Trunks 20 Gateway Elite Agents with Elite Agents with SIP Terminals H.323 Terminals (one-X Agent) February 26-28, 2013 | Orlando, FL E-IMS: Quicker Application Deployments CM2 CM1 INVITE (Term) INVITE (Orig done) Call Analyzer 9 403 3 4 INVITE (Orig) ICBC Core 2 Steve 5 INVITE (Term Done) SM 403 SIP Foundation 403 7 DB SM SM 10 SBC INVITE 8 (Term) 6 403 SIP 1 INVITE (sip: ACD#231) Administrator PSTN Agents/Users ©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL CC Sequencing IVR (Experience Portal) ACD (CM) IVR Adds Cust Data PSTN ACD Adds Data Recording SM Agent Desktop App adds Data Tier 1 Agent ©2013 Avaya Inc. All rights reserved 22 February 26-28, 2013 | Orlando, FL Add SIP Soft Clients for CC Control Manager System Manager App ICR PS EP AA CC PSTN CM SIP Trunks Avaya Media Servers Avaya Aura® Session Manager (Up to 10) SIP SIP SIP SBC SIP SIP AACC Agents (AADD) Elite Agents with H.323 Terminals AACC Agents (AADD) ©2013 Avaya Inc. All rights reserved TDM Trunks 23 Gateway Elite Agents with SIP Terminals (one-X Agent) February 26-28, 2013 | Orlando, FL Media Server Additions Control Manager System Manager App ICR PS EP AA CC PSTN CM SIP Trunks Avaya Media Servers Avaya Aura® Session Manager (Up to 10) SIP SIP SIP SBC SIP Gateway SIP AACC Agents (AADD) Elite Agents with H.323 Terminals AACC Agents (AADD) ©2013 Avaya Inc. All rights reserved TDM Trunks 24 Elite Agents with SIP Terminals (one-X Agent) February 26-28, 2013 | Orlando, FL Active-Active CM Control Manager System Manager App ICR PS EP AA CC CM CM CM PSTN SIP Trunks Avaya Media Servers Avaya Aura® Session Manager (Up to 10) SIP SIP SIP SBC SIP SIP AACC Agents (AADD) Elite Agents with H.323 Terminals AACC Agents (AADD) ©2013 Avaya Inc. All rights reserved TDM Trunks 25 Gateway Elite Agents with SIP Terminals (one-X Agent) February 26-28, 2013 | Orlando, FL Add Experience Manager EM Control Manager System Manager App ICR PS EP AA CC CM CM CM PSTN SIP Trunks Avaya Media Servers Avaya Aura® Session Manager (Up to 10) SIP SIP SIP SBC SIP Gateway SIP AACC Agents (AADD) Elite Agents with H.323 Terminals AACC Agents (AADD) ©2013 Avaya Inc. All rights reserved TDM Trunks 26 Elite Agents with SIP Terminals (one-X Agent) February 26-28, 2013 | Orlando, FL Introducing Avaya Aura® Experience Manager • Leverages Existing Platforms Experience Manager Elite More than 10,000 seats Gold standard voice platform Scales small to very large Feature rich ©2013 Avaya Inc. All rights reserved Interaction Center Avaya Aura Contact Center More than 10,000 seats Enterprise multichannel platform Robust, mature, stable Fully blended solution with Elite 1-3000 Seats Currently SIP-based, IMS and Cloud friendly Low-cost packaged multimedia entitlement up to 400 seats February 26-28, 2013 | Orlando, FL Thank you! #AvayaATF @StephenDurney ©2013 Avaya Inc. All rights reserved 28 February 26-28, 2013 | Orlando, FL