Transcript Avaya Application Enablement Services

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)
Avaya App(s)
Business App(s)
CSTA III, XML/SOAP, XML/RPC
TSAPI JTAPI TAPI
3rd Party
Call
Control
CSTA III XML
CSTA III Java
Telephony
Web Svc
SIP
CSTA III
SIP UA
Telephony
Web Svc
Application Enablement
Services
CTI Server
1st Party
Call
Control
Manage Telephony API Transactions
and Sessions
MultiVantage Communication Manager – CCS
IP, TDM, Gateways, Media, Messaging, Infrastructure
Today: Converged Network &
APIs
Business App(s)
XML/SOAP
Conference
On Demand
Etc…
Comm Services Software
Middleware
Manage Communication
Transactions and Session
Other Avaya
Resources
(eg, Conf
Server)
3rd Party 3rd 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 DevConnect
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 r9/9.1 Server
CVLAN r6/r8
Clients
ASAI
Software
Avaya CT Server
Avaya CT
Clients
• DLG on MAPD, Co-Res DLG
• CVLAN r6/8 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
Applications Made Possible by Avaya Application Enablement Services
First Party Call
Control
Applications
Third Party Call
Control
Applications
Media Based
Applications
Voice Features
Embedded in
Applications
Administrative
Applications
Enterprise Network
Port Network
Control Network
Administrative
can:
“First Party” means
“Media Based” applications
“Third Party” means
Controlsapplications
can be
• Add/Delete/Change
controlling an “endpoint”:
access the voicecontrolling
stream:
the “call”
embedded into Agents
Business
Voice
Application
• applications
Change Agent
Assignments
• Make Call
• Call Recording
instead
of the “endpoint”:
(such
as
Network
•CRM)
Configure
Sets
• HangEnablement
Up
• Services
Voice Recognition
• Services
Routing
and/orTelephone
be part of a
Application
•Databases
Etc.
• Transfer
• Speaker Identification
• Queuing
standalone contact
Analog,
• Hold/Reconnect
• Voice Inflection
• Analysis
Wait Treatment management Digital
&
SoftPhones IP Phones
• Etc.
• Etc.
• Etc.
application.
Media Servers
Media Gateways
Mobile
Phones
Wireless
Phones
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
ClickToCall
Java Client
Enterprise
Custom Portlet
LAN/VP
N
1
Call Setup as 3rd Party
Call Control
AXIS SOAP
Container
3
TSAPI Service
User 1
Portal Server
SOAP
Telephony
Service **
Portal
Client
5
AE Services
4
Avaya
Communication Manager 3.0
Public
Switched
Telephon
y
Network
Telephony Service includes:
- Make, Drop, Answer,
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 ext1 to ext2.
*
* @param ext1 The calling party.
* @param ext2 The called party.
*/
public void makeCall(String ext1, String ext2) {
System.out.println("Starting to make a call");
try {
port.makeCall(ext1, ext2);
} catch(Exception e){
System.out.println("Error invoking makecall to the
Telephony Web service " + e);
e.printStackTrace();
return;
}
// Set the session ID for the next request.
setSessionID();
}
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 eTalk, Teleformix, Dictaphone, Voice Print
• Independent Solutions Vendors:
o RedSky (EON)
o SDD (Wynn Resorts – Enhanced Property Mgt Systems)
o ANI (Custom Telephony Desktop Features)
o Microlink, LiteScape, Agile, DCC, Xtend, Forum, etc..
• Customers:
o Many of our Fortune 500 customers are developing custom voice
enabled applications
VoIP 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 (3rd 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
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 r6/r8 On MAPD
CVLAN R9
CVLAN R9.1
Red Hat
Linux 9.0
Enterprise Red Hat
Linux v3.0
•
•
•
•
TSAPI Service
CVLAN Service
DLG Service
CMAPI Service
CVLAN r6/r8 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 Application Enablement Services
• API Consolidation
- Device & Media Control (CMAPI 2.1)
- CTI API Consolidation
• CVLAN R9
• Call Control (TSAPI/JTAPI)
• DLG
• Web Services
- Telephony Service
- User Service
- System Administration Service
• 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
ASAI
CY2005
Application Enablement Services
• API Enhancements
- Advanced Call Control (XML)
- TAPI API Support for Mid-Market
• Web Services
- Telephony Service Enhancements
- User Service Enhancements
• Secure Link Enhancements
• Platform Support
- SIP Endpoint Support
- Duplicated Servers
ASAI
ASAI
• 99 AUX Reason Codes (up from 9)
• 64 Links (up from 16 links)
• Call Origination from SIP Endpoints
CY2006
CY2007
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
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