Benefits and Considerations of Centralized Messaging

Transcription

1 IP Telephony Contact Centers Mobility Services WHITE PAPER Benefits and Considerations of Centralized Messaging Allan Mendelsohn April 2005

2 avaya.com Table of Contents Section 1: Executive Summary... 1 Section 2: Benefits... 1 Port Capacities by Topology... 2 Sample Acquisition Costs by Topology... 2 Sample Maintenance Costs by Topology... 3 Section 3: Topologies... 3 Distributed Messaging... 4 Avaya Communication Manager... 5 Communication Network... 5 Section 4: Considerations... 6 Voice Messaging Capacity... 6 Messaging Network... 6 Voice Mail Integration Features... 6 Reliability... 6 Mailbox Administration... 7 Graphical User Interfaces (GUIs)... 7 Message Addressing... 7 Outdialing... 8 Time Zone... 8 Network Topology... 8 Supported Networks... 9 Dial Plan... 9 Inter-Switch Provisioning... 9 Fail over Planning & Implementation Section 5: References Learn More... 12

3 avaya.com 1 Section 1: Executive Summary As business telephony networks originally evolved, a telephone system would be deployed at each business location operated by the enterprise. Through the 1990s these telephone systems typically were equipped with a voice messaging system to the point where today a voice mailbox is taken as much for granted as is dial tone. For the multi-location enterprise, IT and administrative departments were given the daunting task of managing and maintaining the inventory of communication systems disbursed to the far reaches of their geographical presence. As these multi-location communication networks evolve to IP telephony, new topologies and management paradigms exist that allow the enterprise to reduce their total cost of ownership, and deploy new applications faster to reap the rewards of increased employee productivity and collaboration, improved customer service and responsiveness, and ultimately drive increased revenues and profits. Centralized voice messaging allows an organization to provide messaging services to its associates by managing a small number of larger messaging systems from within today s communication networks rather than operating discrete messaging systems at each geographical and now virtual point of presence. The scalability of Avaya Modular Messaging supporting up to 144 ports, 15,000 hours of storage, and 20,000 subscribers, makes it an ideal solution to support the deployment of centralized messaging. The most obvious benefit of centralized messaging is server consolidation. Rather than managing many smaller systems deployed at a multitude of facilities, enterprises can achieve reduced maintenance, management, and administrative costs by concentrating the messaging infrastructure into one or a few large messaging systems deployed at strategic locations. Larger systems provide better economies of scale that lower acquisition and maintenance costs. When a centralized service is provided to all members of the enterprise, a consistent set of capabilities can be provided to each employee regardless of their location s geography or size. This ensures that all members of the organization benefit from these business applications, and training and support to associates can be standardized. Avaya provides several network topologies today to support centralized messaging with Modular Messaging. The timing and degree to which an enterprise has evolved its communication network to IP telephony and the state of the data network will ultimately determine which topology will best support centralized messaging. Modular Messaging can support the range of networks from pure IP data networks to traditional TDM telecom networks. Further, Modular Messaging can provide centralized messaging today while the enterprise evolves their telecom network to IP. In some cases, centralized messaging may be deployed as an application to capitalize on the move to IP telephony. In other cases, the value of centralized messaging can rationalize upgrades and evolution of the overall communication network. Finally, the status of the existing voice messaging infrastructure, including existing installations of older releases or versions of non-avaya messaging systems, and the cost savings associated with server consolidation may necessitate a change to Modular Messaging in the short term, with the confidence that it will support the longer-term IP telephony vision for the enterprise. In deploying a centralized messaging solution, there are several factors that become more important than when deploying messaging systems for a distributed location. These include integration features, scalability, reliability and fail over, time zone, dial plans, and network provisioning. Section 2: Benefits Server consolidation can reduce administrative cost simply by reducing the number of physical servers that must be managed. It is likely that the enterprise has a benchmark as to what it costs to support each server in the enterprise. Reducing the number of servers eliminates the need to maintain space and environmentals at distributed locations, and reduces the number of systems that need to be included in service contracts,

4 COMMUNICATIONS AT THE HEART OF BUSINESS 2 serviced for physical support, and managed for security purposes. The overall complexity of managing the system inventory, coordinating system access and passwords, keeping the systems current, and managing the associated move-add-change activity can be significantly reduced. Economies of scale can reduce acquisition costs and on-going maintenance expense. Consider the scenario of a network consisting of ten 12-port systems deployed in a distributed model. Traffic theory dictates that a single centralized 80-port system can meet the needs serviced by 120 ports spread across 10 small systems in the typical current distributed model a 33% reduction. Port Capacities by Topology PORT CAPACITY Distributed Centralized Per System Ports Capacity* Total Network Systems 10 1 Capacity* Ports Port Saving 33% * busy hour erlangs, erlang-b, grade of service = P.02 More importantly, by eliminating the need for servers in every location, the acquisition cost for ten systems with 300 users per system could be reduced by over 40% if 3,000 users were put onto a single system. Further, if these systems were migrated from existing Avaya messaging systems using the Platform Assurance Program, the acquisition costs could be reduced by as much as 67% by deploying a centralized system. Sample Acquisition Costs by Topology SYSTEM ACQUISITION COST (Hardware, Software, Seats) New Systems Migrations* Distributed Centralized Distributed Centralized Seats/System 300 3, ,000 Price/System $53,000 $315,000 $49,000 $160,000 Systems Total Seats 3,000 3,000 3,000 3,000 Total Acquisition Cost $530,000 $315,000 $490,000 $160,000 Total Savings $ $215,000 $330,000 Total Savings % 41% 67% * using Messaging Platform Assurance Program, PAP group-a, year 1 The economies of scale follow the initial acquisition into on-going maintenance. Fewer systems to manage means that fewer maintenance agreements need to be established and potentially fewer vendors need to be involved with the overall management. Annual maintenance costs can be reduced by over 50% if these 3,000 users are deployed on a single centralized system versus ten distributed systems. The maintenance savings alone could cover the acquisition cost of the equipment in 3.5 to 7 years.

5 avaya.com 3 Sample Maintenance Costs by Topology MAINTENANCE COSTS Distributed Centralized Total Systems 10 1 Total Seats 3,000 3,000 Monthly Maintenance/Seat $2.25 $1.00 Monthly Maintenance $6,750 $3,000 Annual Maintenance $81,000 $36,000 Annual Savings $ $45,000 Annual Savings % 56% In a distributed topology, it is often difficult to cost justify the same robust system used at the main facilities or regional centers for small branch offices. In a centralized model, the smaller offices have their telephone server or gateway networked to the regional centers, where a consistent voice-messaging offer can be given to all employees. This reduces the overall user training and support costs. The need for local tech support and system administration can be eliminated. User administration can be centralized, or if required, local administrators can access the system across the network to manage their users mailboxes. The value of moving to a centralized model will be unique to each customer. Customers can consult with their Avaya Account Executive or Authorized Business Partner who have access to return on investment (ROI) and total cost of ownership (TCO) tools to calculate the overall benefits. Section 3: Topologies To review the available deployment topologies, let s begin by reviewing the architecture of the Modular Messaging system with the Avaya Message Storage Server (MSS).

6 COMMUNICATIONS AT THE HEART OF BUSINESS 4 The system consists of one to five Messaging Application Servers (MAS) to deliver scalability and reliability. The MAS delivers applications through and to the PBX, and acts as the gateway between the callers and users through the PBX to the message store (the MSS). The MAS provides integration to the PBX. Depending on the PBX this could be QSIG via IP, T1 or E1, Digital Set Emulation (DSE), or Analog. Avaya Communication Manager supports IP, T1, E1, or DSE to meet different capacity and feature requirements. Integrations to other brands of PBXs are available as indicated on Applications provided by the MAS include call answer, find me, notify me, voice messaging, auto attendant, and caller applications. The MAS also provides services for the overall system including message waiting indication, call me and outcalling, and operational history recording and tracing. The MSS maintains the messages and greetings, the directory, and interfaces to the wide area network for voice mail networking. A tracing server is used to record operational history, and events used for generating reports and conducting diagnostics. On smaller systems it can be implemented directly on an MAS, while on larger systems a dedicated server would be used. The subscribers might be using a graphical user interface to manage the messages in their mailbox. Their desktop interface will either be their IMAP4 based client such as Microsoft Outlook or IBM Lotus Notes, or be provided via pointing their browser to the web server hosting the Modular Messaging Web Client. The system can be equipped with the Advanced Mobility option using Unified Communication Center (UCC) with Speech Access to provide selected users with hands-free speaker-independent voice control of their voice mailbox, contacts, and calendaring (Microsoft Exchange or IBM Lotus Domino), and calling and conferencing. UCC with Speech Access can be deployed on one to four servers, plus a cluster controller if more than one speech server is used, depending on capacity requirements. In a distributed topology, a messaging system will be co-located with each PBX. Avaya Message Networking is used to allow Modular Messaging to use the SMTP/MIME standard to network to traditional voice messaging systems. Message Networking might also be used to provide hub and spoke networking to reduce network administration, and to act as a directory concentrator for all messaging systems. Distributed Messaging As customers move towards IP Telephony, Avaya Communication Manager allows customers to deploy communication servers at a primary location, which provide services across the network to gateways at remote locations, which in turn provide telephony services to users at those locations. Modular Messaging can be integrated with the Avaya S8700 Media Server, which in turn will provide voice messaging services for any user on the system.

7 avaya.com 5 Avaya Communication Manager Taking this to the next step, by networking individual switches together, it is possible for Modular Messaging to provide voice messaging services to users on multiple communication servers, each of which may be supporting its own network of gateways. With Avaya Communication Manager, the switches will use QSIG as the signaling protocol, and be connected using IP, T1, E1, or SBS trunks. Alternatively, Avaya Communication Manager can also be networked via DCS+ or DCS. Communication Network Supporting this range of alternatives means that centralized Modular Messaging can be deployed today, allowing customers to progress to IP telephony at their own pace. If the customer does not have sufficient data network bandwidth to deploy IP connectivity, they can use conventional T1 or E1 trunks, whether those are dedicated circuits or across a VPN. If tie lines or IP telephony networks are not available or are not economical, Avaya Communication Manager can route QSIG using Separation of Bearer and Signaling (SBS) trunks. This means that only signaling information requiring very little bandwidth will be sent using the data network while the remote switch places a call on the PSTN to the centralized switch with the Modular Messaging system to provide the voice connection. Once the network protocol has been selected, the switches can use the range of available methods (e.g., IP, T1/E1 circuits, SBS), thus allowing capacity requirements and the software release to be factored into optimizing the network. Modular Messaging can also be centralized with a network of certain types of non-avaya PBXs. Modular Messaging can be centralized with a number of Nortel Meridian 1 systems networked using MCDN, Siemens switches networked using CorNet, and NEC switches networked via CCIS. In the future, the QSIG

8 COMMUNICATIONS AT THE HEART OF BUSINESS 6 standard should allow for a standards-based approach for supporting a network of other switches such as Nortel or Siemens, and eventually support a mix of vendor switches thus allowing a QSIG network of Avaya Communication Manager and other switches to share a single Modular Messaging System. Section 4: Considerations Voice Mail System Voice Messaging Capacity As customers consolidate their systems from distributed to centralized, the single system must meet the capacity requirements that were previous met with a series of independent systems. Modular Messaging can support up to 144 ports, 15,000 or 3,000 hours of storage (using GSM or G.711 encoding), and 20,000 mailboxes in a single voice mail domain, hence it is ideally suited for a centralized messaging solution. As additional integration cards are added to the system, or IP channels are required, up to five Messaging Application Servers can be configured to service the voice mail domain. The flexibility of the Modular Messaging architecture allows a call to land on any port, on any card, on any application server, and have access to call answering, greetings, messaging, auto attendant, caller applications, all mailboxes on the system, and the full directory. Utilizing applications such as fax or speech access does not impact the overall scalability of the platform. To meet the advanced mobility requirements of users using UCC Speech Access, up to four telephony servers and one cluster controller can be used to provide the scalability of up to 192 speech access ports supporting 10,000 administered users. Messaging Network The centralized Modular Messaging system may service the needs of a given region, but may not be intended to service the entire enterprise. Modular Messaging can exchange messages directly with other Modular Messaging via SMTP/MIME, and with traditional voice messaging systems via Message Networking. The Message Networking server can be located with the Modular Messaging system or anywhere on the enterprise WAN. Message Networking can provide voice mail networking for up to 500 voice mail systems. As throughput capacity requirements increase, additional Avaya S3210 or S3400 Message Servers can be added. A Unified Communication Center implementation can support up to 50 messaging systems be they a mix of Modular Messaging, Intuity AUDIX MAP 5/40/100, Intuity AUDIX LX, Intuity AUDIX 770, Octel 250/350, or Octel 200/300. So, as customers migrate to a centralized messaging platform over time, they can deploy speech access today to service the existing distributed messaging systems, and allow those services to carry forward as users migrate to the centralized Modular Messaging system. Voice Mail Integration Features The art behind centralized messaging is ensuring that critical voice mail features that are a function of the integration with the switch will work across the network. Among others, this includes message waiting indication, covering extension, call information such as called party, calling party, and the reason the call was diverted to voice mail, find me, etc. This also includes features that are unique to Avaya Communication Manager such as transfer to messaging. Fortunately, all these features are supported across the network. Reliability When a centralized Modular Messaging system is responsible for supporting multiple locations and larger communities of users, extra efforts are required to enhance the reliability and availability of the system. Required steps include:

9 avaya.com 7 Utilization of the high availability Avaya S3400 Message Server. This provides RAID level 5 protection for the SCSI disk drives, redundant hot swappable chassis fans and power supplies, and a Remote Maintenance Board. Implementation of N+1 core application redundancy with Avaya Communication Manager. This provides backup support in the event of planned maintenance outages or server failures for critical applications such as call answer, voice messaging, automated attendant, and caller applications. Implementation of a tracing server on a stand-alone server. This collects the necessary operational history information used for system usage analysis and troubleshooting when necessary. Use of an uninterrupted power supply. Installation of virus protection software. Management of Microsoft patch updates and security hot fixes as noted on Mailbox Administration Mailbox administration can be performed using the native web interface to the S3400 Message Server, Avaya Site Administration or Avaya Multi-Site Administration, or Mailbox Manager. Large systems, or those that require regional administrators, may require multiple administrators to access the system simultaneously. Mailbox Manager can be implemented in a client server implementation with the assistance of Unimax to support multi-administrator and/or WAN and remote access to the Mailbox Manager application and database. Graphical User Interfaces (GUIs) Users can configure mailbox parameters and enable/disable various rules from the Telephone User Interface (TUI). A more robust GUI interface is available via Subscriber Options, which is a desktop application that is used to configure the more complex elements of the mailbox. Subscriber Options can be used by the subscriber or by the administrator on behalf of the user. For managing messages, users can be granted IMAP4 access with Avaya client Add-Ins for Microsoft Outlook and, soon, IBM Lotus Notes. Subscriber Options and the client Add-Ins perform best over high-speed data connections. Users at remote locations with low speed data connections should not be given these applications. These users should be empowered with the Modular Messaging Web Client, which allows them to use their browser to access to their mailbox across the network. Feature Differences between Centralized and Distributed Systems A centralized voice mail system will behave similar to a distributed system. However, there are a few instances where users and administrators need to recognize that their voice mail system is not local. Message Addressing For simplicity, it is recommended that a fixed length uniform dial plan be used. Typically, this allows a user s mailbox number to be the same as their extension number. In cases where this can t be accommodated, users need to understand the difference between an extension number and a mailbox number. The extension is used for calling an associate at the same location, whereas a called number is needed to call an associate at a remote location. The called number may include a prefix followed by the extension. Hence, users may have to use two types of dial schemes, one for local associates, and one for networked associates. A mailbox number is used for addressing messages. The mailbox number is a fixed length that is used consistently for all users regardless of the location of the sender and/or the recipient. Thus, if a customer is using 4-digit local dialing, and 7-digit network dialing, the mailbox length might be seven to ten digits. Also, Avaya Communication Manager supports the use of variable length extension numbers. Here too the mailbox

10 COMMUNICATIONS AT THE HEART OF BUSINESS 8 number length will probably be at least as long as the longest extension number. In these scenarios, a user might use four digits to call a local colleague, but must use seven digits when composing or forwarding a message to anyone on their messaging system, including a local colleague. Note, however, that users have the opportunity to create abbreviated addresses by creating a Personal Distribution List that has the colleague s full-length mailbox address but is addressed by a sequence defined by the user. Outdialing Likewise, the programming of numbers for calls to be generated from the Modular Messaging system must take into context the PBX to which it is directly connected. The user or administrator must be sure to program the number that must be dialed from the prime PBX and not just the extension number associated with the remote switch. This includes: Covering extension of a given mailbox. Operator associated with an auto attendant or caller application. Fax number for printing or addressing faxes. Rules associated with Call Me for outcalling. Rules associated with Find Me. Number that the system should call when a GUI user wants to work in dual connect mode (i.e., command and control from the PC; listen and record through the telephone). Thus, if extension has mailbox , and the user is supported by an associate at extension , the network number associated with that extension must be entered as the covering extension The same would hold true for any other application that places outbound calls from the centralized Modular Messaging system. However, these are usually simple rules to follow at time of system or mailbox setup, and can be easily learned. Time Zone The time stamp associated with messages, and schedules associated with mailbox rules and system applications are based on the time of the Modular Messaging system. Users that are in alternate time zones must take this into account when managing their messages and mailboxes, and system administrators must take this into account when building the auto attendant and caller applications. In the future the Modular Messaging system will be able to manage time zones down to the user and application level. Meantime, an alternate approach to managing time zones is to place a Modular Messaging system in each time zone, or even centralize multiple systems at one location one per required time zone. Users will still be able to exchange messages with each other by way of message networking. The net investment in this case is still reasonable since the Messaging Application Servers can be reconfigured as part of the voice mail system when they are combined into a single voice mail domain in the future. PBX Network Network Topology The communication server networking topology will have some impact on the choice of switch integration used with Modular Messaging. If the network is set up using DCS+ and the switch integration to Modular Messaging is QSIG via T1, or E1, the dial plan and messaging integration must be interworked to QSIG on the centralized or DCS/QSIG gateway switch for integration purposes. Avaya Communication Manager provides up

11 avaya.com 9 to 28 entries in the translation tables to map the dial plan. Also, Avaya Communication Manager can manage message waiting indication of up to 20 DCS+ nodes when QSIG integration is used. If either of these two constraints can t accommodate the requirement, then DSE is the recommended integration method. If the network is based on DCS, then DSE integration is mandatory. Supported Networks As noted earlier, Modular Messaging currently supports centralized messaging for a homogenous set of PBXs using a common networking protocol, i.e., all Avaya, all Nortel, all Siemens, all NEC. In the future it should be possible to support heterogeneous QSIG networks with a mix of vendors equipment. Until such time as mixed networks are supported, it is necessary to implement separate Modular Messaging voice mail domains per PBX type. Dial Plan A DCS or DCS+ network requires that all extensions be of the same length. This would typically match directly to the voice mailbox number in Modular Messaging. A QSIG network supports mixed number length dial plans according to E.164 numbering standards (e.g., some locations or extensions have 4-digit numbers, other locations or extensions with 5-digit numbers). Inter-switch dialing however must conform to using UDP (uniform dial plan), PNA (private network access), or AAR (automatic alternate routing). A prefix could be added to convert the station number to the same length as the mailbox number in Modular Messaging. The deployment of a centralized Modular Messaging system would be a good time to consider the long-term requirements of the enterprise dial plan. Avaya Communication Manager supports variable length extensions on a single switch. The mailbox number however must be of a fixed length. Hence, the dial plan and mailbox numbering scheme needs to be aligned as noted above under message addressing. Inter-Switch Provisioning The PBX network needs to support the traffic associated with getting call answer calls across the network and for subscribers retrieving their messages. Traffic studies may be necessary, and once the messaging system is implemented, actual traffic can be measured for tuning the network. For planning purposes, one can expect the voice mail system to be used an average of six minutes per day per subscriber. Also for initial planning purposes assume a 14% busy hour assuming all users are in the same time zone. If callers and users are across multiple time zones the percent of traffic during the busy hour will likely be lower. The inter-switch traffic may be lower than the actual voice mail port usage if users away from their office call a pilot number (such as a company 800-number) directly on the centralized switch where the Modular Messaging system is located. Provisioning the network for auto attendant and caller applications also needs to be accounted for. When Modular Messaging executes a call transfer, the messaging system and ports are not in use once the transfer has been executed. If a call comes from site B to a Modular Messaging auto attendant at site A, which transfers the call to someone else at site B, the intermediate switch connections will be replaced by a direct route on the local switch. If a call from the PSTN accesses an application on Modular Messaging at site A, which transfers the call to someone at site B, inter-switch provisioning needs to account for the traffic associated with the call duration. One method to reduce the inter-switch traffic for call routing applications be it temporary connections for call set up for internal calls, or for the duration of calls from the PSTN, is to implement these applications using announcement boards and vectors on the local switch instead of using Modular Messaging.

12 COMMUNICATIONS AT THE HEART OF BUSINESS 10 PBX programming and network implementation Special attention is required to coordinate the dial plan consisting of extensions with prefixes with the mailbox numbering scheme in the Modular Messaging system. Attention is also required when using translations from DCS+ to QSIG. It is highly recommended that customers acquire the services of the Avaya Network Integration Center to assist with the implementation of a centralized messaging system, to ensure that the translations and routing tables and Avaya Communication Manager features are implemented correctly. For details on how to program Avaya Communication Manager to support centralized messaging, consult the application notes and configuration notes identified in the references section. Fail over Consideration must be given as to how to deal with the backup scenario of coverage to voice mail at the central site when the PBX network is unavailable. The remote switch can be programmed such that the secondary coverage path is to a caller application on the Modular Messaging system at the central site via the PSTN. Likewise, a gateway in local survivable processor (LSP) mode should be programmed to cover to voice mail via a caller application. The application will notify the caller that there are network problems and request that the caller enter the last n-digits of the number they were calling, where n = the extension length of the remote location. Consider the following scenario: Setup Extension Internal Network Number PSTN (906) Mailbox Number Alternate Extension associated with mailbox Call Flow 1. PSTN caller calls Ring no answer redirects to voice mail. 3. First coverage path to voice mail does not work because of network difficulty. 4. Second coverage path uses PSTN to call caller application. 5. Caller is told there is a network difficulty and asked to enter last five digits of the number dialed is entered and caller is transferred to mailbox An alternate approach to increase service to callers for all or selected associates on the remote switch, is to establish an associated DID number at the central site. Setup Extension Internal Network Number PSTN (906) Mailbox Number Alternate extension associated with mailbox (408)

13 avaya.com 11 Call Flow 1. PSTN caller calls Ring no answer redirects to voice mail. 3. First coverage path to voice mail does not work because of network difficulty. 4. Second coverage path uses PSTN to (408) Send calls to voice mail established for Caller is transferred to mailbox because is an alternate extension associated with the mailbox. In planning the setup for fail over support, the following must be considered. Alternate extensions associated with mailboxes must be unique within the voice mail domain. There will be no MWI during the network outage. Outcalling via Call Me services will continue to notify users of new messages for those that have the rule enabled. Note that when Avaya Communication Manager is used, it will track the status of MWI and restore it to the appropriate state when WAN connectivity is re-established. Transfer to covering extension back at the remote site will not work. Cost of additional DID lines. Voice mail service for LSP will not be available for about 5 minutes while the phones re-register. Planning & Implementation The success of a centralized messaging deployment is highly reliant on the interaction and interdependencies of many of the issues noted above. When considering such deployments, customers should engage the assistance of their Avaya account team or authorized business partner with the assistance of the Avaya Advanced Technology and Consulting organization. To assist with the implementation of a centralized Modular Messaging system with Avaya Communication Manager, customers are advised to procure the services from the Avaya Network Integration Center. The Center will supply engineering expertise to ensure that the routing and translations in context of the desired dial plan are properly configured to support to support the centralized messaging solution. Section 5: References White Paper (EF-LB2056): QSIG Separation of Bearer and Signaling in Avaya Communication Manager White Paper: Avaya QSIG Advantages Application Note: Configuring a QSIG Centralized Messaging Solution between using Avaya Modular Messaging and Avaya Communication Manager Application Note: Configuring a Centralized Messaging Solution using Avaya Modular Messaging and Avaya Communication Manager via DCS+ Modular Messaging Configuration Notes Unified Communication Center Configuration Notes

14 COMMUNICATIONS AT THE HEART OF BUSINESS 12 Learn More For more information on how Avaya can take your enterprise from where it is to where it needs to be, contact your Avaya Client Executive or Authorized Avaya BusinessPartner, or visit us at

15 About Avaya Avaya enables businesses to achieve superior results by designing, building and managing their communications infrastructure and solutions. For over one million businesses worldwide, including more than 90 percent of the FORTUNE 500, Avaya s embedded solutions help businesses enhance value, improve productivity and create competitive advantage by allowing people to be more productive and create more intelligent processes that satisfy customers. For businesses large and small, Avaya is a world leader in secure, reliable IP telephony systems, communications applications and full life-cycle services. Driving the convergence of embedded voice and data communications with business applications, Avaya is distinguished by its combination of comprehensive, world-class products and services. Avaya helps customers across the globe leverage existing and new networks to achieve superior business results. COMMUNICATIONS AT THE HEART OF BUSINESS avaya.com 2005 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the, SM or TM are registered trademarks, service marks or trademarks, respectively, of Avaya Inc., with the exception of FORTUNE 500 which is a registered trademark of Time Inc. All other trademarks are the property of their respective owners. Printed in the U.S.A. 04/05 EF-MES