Transcript Slide 1

Avaya Communication Solutions &
Integration
CDUG 11-10-04
Scott Kamrath
ASVP, CSI Western Region
Copyright© 2004 Avaya Inc. All rights reserved
Today’s Agenda
• Avaya Global Services Today
• Communication Solutions &
Integration (CSI) Mission
• Competencies/ Methodology
• IP Migration Planning
Considerations
Copyright© 2004 Avaya Inc. All rights reserved
2
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
Copyright© 2004 Avaya Inc. All rights reserved
3
Service Requirements in an IP
World
Avaya products operate in an open, multi-vendor environment.
To meet customer expectations, we must:
1.
Understand each customer’s business problem
2.
Architect a solution that works in that customer’s
environment
3.
Implement and integrate the solution
4.
Product installation
5.
Maintain Avaya products and platform elements
Installation &
Maintenance
Services
6.
Continuously monitor and manage the entire
environment
Managed
Services
Copyright© 2004 Avaya Inc. All rights reserved
Professional
Services
(CSI)
4
CSI Mission & Strategy
Value enhancing Trusted
Advisor and SI of choice for
Avaya solutions
•
•
•
•
IP Telephony
Contact Centers
Messaging
Unified Communications
Reaching our Customers
Via all Avaya channels




Direct
Business Partners
DevConnect Partners
Global Systems Integrators
Avaya strategic
and competitive
advantage through
convergence and
application
integration
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
Copyright© 2004 Avaya Inc. All rights reserved
5
Delivering Professional Services
for Communication Applications
• 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
Copyright© 2004 Avaya Inc. All rights reserved
6
Employing Best Practices, Delivery
Tools and Proven Methodologies
• Project & Program Management
– On Budget Delivery
• Solution Planning & Preparation
– Risk Mitigation
• Solution Design & Development
– Expert Integration
• Solution Deployment
– Speedy Implementation
• Education &
Knowledge Transfer
– Safe Takeover
• Solution Assurance
– Quality Throughout
Copyright© 2004 Avaya Inc. All rights reserved
7
CSI Competencies
• Business Communication
Consulting
• IP Migration, Security,
Business Consulting
• Contact Center
• Messaging, Unified
Communications
• Program Management
Copyright© 2004 Avaya Inc. All rights reserved
8
Business Communication Consulting
Business Strategy
Vision/Goals/Identity
Products/Services
Customers/Target Markets
Competitive Position
Drives
Enables
Business Communication Strategy
and Architecture
Positioning and Value
Processes
Media
Organization
Metrics
Drives
Enables
Technology Strategy and Selection
What Technology When
Benefits
Architecture
Integration
Copyright© 2004 Avaya Inc. All rights reserved
9
Avaya Business
Communication Consulting
Providing acknowledged experts to help our customers with:
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
Delivering:
• Industry expertise providing insight and information
addressing your most important business challenges
• Prescriptive solutions tailored to your infrastructure,
requirements and business drivers
Copyright© 2004 Avaya Inc. All rights reserved
10
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.)
LAN / WLAN / Data Services
Business Continuity
• Risk Assessment
• Policy / Plan Development
• Ongoing Conformance
• Data / Converged networks
• Design, Staging, Installation,
Configuration
• Wireless Assessment, Design,
Implementation
• Multi-Vendor (Cajun, Extreme,
Cisco, etc.)
Program Management Services
Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost)
Copyright© 2004 Avaya Inc. All rights reserved
11
Security Hardening Services
What we do:
• 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
Copyright© 2004 Avaya Inc. All rights reserved
Benefits for you:
• 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
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Contact Center Services
Voice 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 (MultiChannel, CMS data aggregation)
Operational Effectiveness
• Call Recording / Quality Management
(NICE, Witness, Verint)
• Workforce Management (Blue
Pumpkin)
Self-Service
• Interactive Response
• Conversant
• Avaya Speech Application Builder
Proactive Contact
• Inbound / Outbound / Blended Dialing
Solutions
• Custom Integration (desktop
applications)
Program Management Services
Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost)
Copyright© 2004 Avaya Inc. All rights reserved
13
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
Message Networking
• Interchange / Message Networking
• Custom Network Design, Deployment,
Administration, Testing, Knowledge
Transfer
Unified Communication Center
• Speech Access (MS Outlook)
INTUITY AUDIX
• Message Manager
• Fax Integration
Octel
• Visual Messenger
• Octel Access Server
Program Management Services
Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost)
Copyright© 2004 Avaya Inc. All rights reserved
14
Complex Engagements Require
Program Management
Risks of Poorly Managed Projects:
• 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
Copyright© 2004 Avaya Inc. All rights reserved
Ashton Metzler & Associates
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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
Copyright© 2004 Avaya Inc. All rights reserved
16
IP Migration Considerations
CDUG 11-10-04
Bryan Jefferson
Managing Consultant, CSI Western Region
Copyright© 2004 Avaya Inc. All rights reserved
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)
Copyright© 2004 Avaya Inc. All rights reserved
18
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
Copyright© 2004 Avaya Inc. All rights reserved
19
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
Copyright© 2004 Avaya Inc. All rights reserved
20
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
Copyright© 2004 Avaya Inc. All rights reserved
21
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
Copyright© 2004 Avaya Inc. All rights reserved
22
Avaya ExpertNet - Powerful Support
Tools
• Assists Avaya experts in
assessing your network
for IP readiness
• Enables analysts to pinpoint
network issues
• Integrates call path with
device utilization and
end-to-end QoS statistics
• Automatically discovers all
network devices
• Scans entire network and/or
sub-networks
• Polls the discovered network
elements
• Collects device and interface
information
• Provides live network
assessments 24/7
• Generates chosen sets of
synthesized calls
• Supports seamless
integration with IP Telephony
• Provides visualization of call
path and data
Copyright© 2004 Avaya Inc. All rights reserved
23
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 data
Copyright© 2004 Avaya Inc. All rights reserved
ExpertNet Server
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