Avaya MultiVantage Communications Applications

Transcription

1 Jay Lassman Product Report 14 July 2003 Avaya MultiVantage Communications Applications Summary Avaya continues to grow its suite of IP telephony offers with emphasis on features, scalability, call processing power and investment protection for users evolving to converged communications solutions. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations User Opinion Recommended Gartner Research Insight List Of Tables Table 1: Typical New System Configuration Options for Avaya MultiVantage Components Table 2: Migration Paths to Full IP-Centric Avaya MultiVantage Configurations* Table 3: System Expansion Options Using Avaya MultiVantage Components Table 4: Price List: Avaya Management and Devices Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Corporate Headquarters Avaya 211 Mount Airy Road Basking Ridge, NJ , U.S.A. Tel: Internet: Overview Avaya MultiVantage Communications Applications The Avaya MultiVantage Communications suite, formerly Avaya Enterprise Class IP Solutions (ECLIPS), brings all of Avaya s communications software, including telephony, messaging, unified communication and contact centers, under a single brand, supported by converged infrastructure products that include media servers, media gateways and network infrastructure. The suite includes: Avaya Communication Manager Software (formerly Avaya MultiVantage Software) Avaya Media Servers based on Intel/Linux standards Avaya Media Gateways Avaya Integrated Management Avaya Unified Access In May 2003, Avaya announced its ongoing evolution with Communication Manager software 1.3, which offers customers: Increased scalability Greater call-processing capabilities High reliability and security with IP media encryption provided no extra cost Improved investment protection More cost-effective application deployment choices New productivity applications, including Speech Access for Communication Manager, which allows directory access and phone control using spoken commands, and Universal Access-Phone Status, which speaks phone messages and status for sight-impaired users It is important to note that a combination of software, media server and media gateway is required to establish a fully functioning converged voice and data Avaya platform. Since distributed networking architecture enables Avaya MultiVantage components to be installed at selected central sites, each can serve remote sites over a converged wide-area network (WAN). This use of centralized call-processing and networked applications delivers consistent telephony features and uniform application capabilities across the enterprise. 14 July

3 The complete Avaya MultiVantage Communications Applications suite is very broad, covering the following areas: Telephony Avaya Communication Manager Software Messaging Avaya Modular Messaging and Unified Messenger, plus Avaya s traditional Octel and Intuity Audix family Unified Communication Avaya Unified Communication Center for integrated speech, Web and wireless access Contact Center Avaya Customer Interaction suite that includes contact management (computer telephony integration [CTI], multimedia interactions, intelligent routing), self service (interactive voice response [IVR], speech applications, VoiceXML, Web/ response), proactive contact (outbound calls, and notification) and operational excellence (reporting, analysis, workforce and quality management) And the suite is supported by: Converged Infrastructure Including Media Servers, Media Gateways and networking (Ethernet, wireless and virtual private network [VPN]) design to support IP Telephony deployment Unified Access Including smart devices like IP phones and software-based agents like soft phones and applications-driven speech access Application Development Open application programming interfaces (APIs) and software development tools that allow Avaya and third parties to deliver extended applications System and Network Management Avaya Integrated Management This report focuses on Avaya s telephony applications and the supporting infrastructure. Other Gartner reports discuss Avaya s messaging, unified communication and contact center applications that build on top of the telephony level. Avaya Communication Manager Software With the latest Avaya portfolio, Avaya s communications application and call-processing software has been ported to the Linux and Microsoft Windows-based operating systems to form the new Avaya Communication Manager software. Avaya Communication Manager provides all of the features, call handling and reliability for which Avaya Definity Enterprise Communication Servers (ECS) are known. Avaya Communication Manager supports the full family of the Avaya call center application software and CTI interfaces. The same software used within the United States is supported globally. In conjunction with the Avaya S8700 Media Server and specific Avaya Media Gateways, Avaya Communication Manager Software provides the following increases in performance and capacities (compared to previous Definity systems): Increases busy hour call completion (BHCC) rating for Call Center support to 300,000 BHCCs Increases the total number of users per media server from 25,000 to 36,000 Increases the total number of users per network to over one million Increases the number of digital displays from 10,000 to 36,000 Increases the number of trunks from 4,000 to 8, July

4 Increases the number of T1/E1 circuits from 166 to 333 Increases the dial plan from four or five digits to six or seven digits Increases the number of IP phones from 10,000 to 12,000 Supports up to 64 large (G600, MCC1, SSC1) Media Gateways and up to 250 G700 Media Gateways distributed over IP to potentially many locations Avaya Integrated Management (formerly Avaya VisAbility Management Suite) The Avaya software environment also includes Avaya Integrated Management, which offers a comprehensive set of Web-based network and system management tools for the converged voice and data environment. Main components of this integrated management portfolio include: Avaya Fault and Performance Manager Avaya Configuration Manager Avaya MultiService Network Manager Avaya MultiService Policy Manager Avaya Directory Enabled Management (Lightweight Directory Access Protocol [LDAP]) Avaya Voice over IP (VoIP) Monitoring Manager Avaya WAN Survivable Processor Manager Avaya Fault and Performance Manager applications operate with Avaya MultiService Network Manager or Hewlett-Packard OpenView Network Management System to provide a network map or system view of the customer s converged network. The Avaya S8700 Media Server is well-suited for midsize to large enterprises. Scaling from the minimum to maximum configurations is accomplished by adding Avaya Media Gateways. These gateways enable this IP-centric system to interface with analog and digital phones and to access the public switched telephone network (PSTN) over analog and digital trunks. Avaya Media Servers Avaya Media Servers S8300 and S8700 run on the Linux operating system; the Avaya S8100 Media Server runs on Microsoft Windows Avaya S8700 Media Server As already pointed out, in conjunction with Avaya Communication Manager Software, the Avaya S8700 Server can support up to 300,000 BHCCs, three times the rating of the Avaya Definity G3r Communications Server. Scalability has been increased to 36,000 stations per server, of which 12,000 can be IP telephones. Avaya S8300 Media Server The Avaya S8300 Server is a blade installed in the Avaya G700 Media Gateway (discussed below) that supports up to 450 analog, digital and IP stations, with a rating of 10,000 BHCCs. Avaya S8100 Media Server The Avaya S8100 Server is formerly the call processor board in Avaya s IP600 Server and is embedded in the IP600 cabinet, which is now known as the Avaya G600 Media Gateway (discussed below). This 14 July

5 combination supports up to 450 analog, digital and IP station ports and up to 300 trunks with a BHCC rating of 5,000. Avaya specifies that its IP telephony solutions achieve up to percent availability in an IP environment by combining different levels of redundancy with distributed network architecture and survivable remote sites. For example, the Avaya S8700 Server is delivered as a dual-chassis redundant configuration. Similarly, the Avaya S8300 Server can function in an Avaya G700 as a primary server, or it can provide remote survivable call processing. Avaya Media Gateways Stackable Avaya Media Gateways are the key building blocks by which customers can increase the capacity of their Avaya systems. These media gateways can either be local to the central site or connected remotely over a converged WAN. Avaya G600 Media Gateway This is a 19-inch rack-mounted unit intended for campus environments in which some gateways are collocated with the Media Server and others are deployed in separate locations around the campus and connected over the campus local-area network (LAN). Its physical sizing (with 7U form factor*) accepts the same circuit cards used in Avaya s traditional Definity ECS Systems and includes 10 slots for circuit cards, a power supply and a 512 time-slot dual time division multiplexing (TDM) bus for circuit-switched applications. Up to four Avaya G600 cabinets can interface to the Avaya S8700 Server for control signaling using a single IP System Interface (IPSI) card. *The physical size and shape of a device, it is often used to describe the size of circuit boards. One U = 1.75 inches. Avaya G700 Media Gateway This 19-inch rack-mount unit (with 2U form factor) is integrated with the Avaya S8300 Media Server. Its stackable design makes it easy to add the Avaya G700 units for increased port capacity. The Avaya G700 Gateway can function as either the control cabinet housing for the Avaya S8300 Media Server or as a local or remote port interface cabinet working behind the Avaya S8700 or Avaya S8300 Media Servers. Unlike the Avaya G600 Gateway, the Avaya G700 does not include an internal TDM bus, since communications and control signals use the LAN/WAN infrastructure between multiple Avaya G700 components. Its integrated design is particularly effective in providing a survivable gateway function for remote offices that are connected to the central site via the corporate converged WAN. The Avaya G700 Media Gateway can be configured with a variety of optional media modules: T1/E1 Media Module with integrated channel service unit (CSU) Eight-port Analog Combination Media Module, including loop-start, ground-start, direct inward dial, centralized automatic message accounting, tie-line and tip/ring trunks Eight-port Digital Communications Protocol (DCP) Media Module Eight-port International Basic Rate Interface (BRI) Trunk Media Module VoIP Compression conferencing and PSTN gateway Media Module The Avaya G700 Gateway also comes with expansion slots that can accommodate the following modules that are based on the Avaya Cajun P330 Policy Switch technology: 16-Port 10/100Base-T Switch 14 July

6 Gigabit Copper Interface Optical Carrier Rate 3 (OC-3) and OC-12 asynchronous transfer mode (ATM) Gigabit Fiber Optic Interface WAN Router Module Local Survivable Processor (LSP) for remote offices critical for highly distributed installations Avaya Integrated Stackable Telephony Solution is a prepackaged offer that includes Avaya Communication Manager Software, rack-mountable Avaya G700 Media Gateway with embedded Avaya S8300 Media Server, and Avaya P330 Stackable Switching System that is described later in this report. AvayaMCC1MediaGateway This gateway has been adapted from the Avaya Definity Multi-Carrier Cabinet, enabling Avaya Definity G3si and G3r System users to migrate to IP telephony while preserving their investment in circuit cards. Avaya SCC1 Media Gateway Typically used to support smaller configurations than the Avaya MCC1, as well as survivable remote applications, this gateway has been adapted from the Avaya Definity Single-Carrier Cabinet, enabling Avaya Definity G3si and G3r System users to migrate to IP telephony while preserving their investment in circuit cards. Other Avaya Product Family Members The following summarizes IP telephony products that have been carried forward from the original portfolio. IP Media Processor The IP Media Processor requires one card slot in the Avaya G600 Gateway and is used to transfer audio between a TDM network and the IP network. The IP Media Processor provides audio processing for between 32 and 64 voice channels that can support local stations and external trunks with the unique ability to support the conservation and reallocation of call-processing functions. Resource allocation becomes crucial in IP call processing on the converged network. Real-Time Transport Protocol (RTP) stream redirection is an important feature for effective IP voice networks. Rerouting the voice channel connecting two IP endpoints* enables the connection to go directly from endpoint to endpoint. The IP audio streams converge at a media processor, where packets are then redirected to the appropriate endpoint. But an alternate method, directly routing packets between endpoints, can be more efficient. Calls from one IP endpoint to another can be set up so that voice packets are sent directly between the two endpoints, minimizing delay and associated voice quality issues and avoiding unnecessary demands on processor resources. For example, suppose two endpoints are involved in a call but each supports different audio standards; the control server must then direct both endpoints to connect their audio to a selected media processor. The media processor terminates the audio stream from the first endpoint, then passes it through jitter buffers and audio decoders to the second endpoint s standard encoder and finally transmits the audio to the second endpoint. This redirection of the audio stream automatically inserts digital signaling processing resources and keeps the call in an IP format without consuming additional media processor resources that are needed for conferencing. This is another Avaya exclusive Media Processor feature. Simplified and cost-effective Web-based firmware downloads are utilized to maintain updates to the IP Media Processor, and this circuit pack utilizes a standard Ethernet 10/100Base-T connection. 14 July

7 *An IP endpoint may be an IP telephone or a conversion circuit that attaches to the PSTN using a gateway. Control LAN Circuit Pack The Control LAN (C-LAN) circuit pack provides TCP/IP connectivity between Avaya Media Servers, Avaya Media Gateways and Avaya IP telephones. It also provides connectivity to synchronous applications, such as Avaya Call Management System* (CMS), Avaya Intuity Audix Messaging System and Avaya Digital Communications System** (DCS), simplifying the connections between the adjunct equipment and Avaya Media Servers. *Related to Avaya s automatic call distribution (ACD) offer. **Avaya s proprietary networking protocol. Avaya 4600 Series IP Telephones Avaya 4600 Series IP telephones include the 24-button 4624, 12-button 4612 and the six-button These IP-capable telephones require a single Ethernet connection, with each phone using a built-in Ethernet hub for PC-to-phone connection. Each phone includes a full-duplex speakerphone with directional microphone and tuned speaker cavity, plus an integrated RJ11 headset jack. An Avaya 4630SW IP Screenphone with color and touch-screen with HTML and Java Virtual Machine (JVM) is also available. Avaya s newer IP Telephones include the 4602, 4602SW and The 4602SW and 4620 include an integrated switched port for connection of a PC or other device. Multiple call appearances and several fixed feature buttons are standard on all Avaya IP telephones. The 4620 and 4630 include several telephony-related applications. All Avaya IP telephones have been designed to be compatible with the latest draft of the 802.3af Power over Ethernet standard. Avaya IP Softphones for Pocket PC The Avaya IP Softphone for Pocket PC is PDA-based software that provides access to office telephone features, similar to the Avaya IP Softphone on a Windows-based PC or laptop. Connectivity to the enterprise Avaya MultiVantage Software is via the b wireless LAN. The Avaya Softphone for Pocket PC supports PDA devices using Windows Pocket PC 2000 and Data Communications The Avaya Communications Applications portfolio is interoperable with most major multiservice infrastructure equipment as well as with Avaya s own portfolio of data products and solutions. Following are Avaya data communications components designed with IP telephony in mind, which incorporate quality of service (QOS) features. All have different priority queues and support Institute of Electrical and Electronics Engineers (IEEE) p/q. Avaya P882 MultiService Switch The Avaya P882 MultiService Switch is the flagship backbone chassis for the Avaya Cajun Switch Network. The Avaya P882 switch has a fault-tolerant cross-bar switch architecture plus other redundancy features that eliminate any single point of failure. For granular traffic control of latency-sensitive multimedia services and convergence applications, the Avaya P882 switch has extensive multilayer support, eight-queue standards-based QOS, ATM interoperability and policy management support. 14 July

8 For high-bandwidth, high-density applications, the Avaya P882 switch offers up to 16 slots capable of supporting hundreds of Gigabit Ethernet ports with a switching and routing performance that tops out at 106 million packets per second (pps). Both the Avaya P580 MultiService Switch and Avaya P882 also support standards focused 10 Gigabit Ethernet, making the Avaya P882 switch a compelling solution for any enterprise backbone or data center. Avaya P580 MultiService Switch The Avaya P580 MultiService Switch is a smaller version of the Avaya P882 backbone switch family. This high-capacity, multiservice routing switch was designed for 10/100/1,000-Mbps Ethernet campus networking and is perfect for either backbone or high network-intensity wiring closet applications. Like the Avaya P882 switch, the Avaya P580 has extensive multilayer capabilities, an eight-queue standardsbased QOS, ATM interoperability and policy management support. Six module slots can support any combination of Gigabit Ethernet, ATM and 10/100 Ethernet modules backed by N+1 redundancy and several layers of fault tolerance. Avaya P330 Stackable Switching System The Avaya P330 Stackable Switch System provides multilayer 10/100/1,000-Mbps speeds and modular scalability with a capacity from 24 to 640 ports. The Avaya P330 Family offers advanced, standardsbased power over Ethernet, load-balancing capabilities and Gigabit Ethernet connectivity and uplinks, making it one of the most multifunctional platforms for any sized enterprise. Avaya P130 Workgroup Switching Family The Avaya P130 switch sets a new standard for workgroup port density, bandwidth, features and simplicity at a very attractive price. The Avaya P130 solution supports VoIP, customer relationship management, videoconferencing and supply-chain management applications. The Avaya P133G2 is a Workgroup switch with 24 10/100Base-T Ethernet ports plus two gigabit interface converters (GBICs) small form-factor pluggable (SFP) ports. The Avaya P134G2 is a Workgroup switch with 48 10/100Base-T Ethernet ports plus two GBIC SFP ports. The Avaya P133F2 is a Workgroup switch with 24 10/100Base-T Ethernet ports plus two 100Base-FX ports. The Avaya P133T is a Workgroup switch with 24 10/100Base- T Ethernet ports. Avaya MultiService Network Manager Avaya MultiService Network Manager (formerly Avaya CajunView Network Management Suite) provides network managers with the ability to centrally discover and manage widely distributed network components. These include Avaya voice gateways, media servers and IP telephony endpoints, as well as Avaya Wireless Access Points, Avaya VPN Virtual Service Unit (VSU) suite and the end-to-end Avaya Switch Network. Avaya MultiService Network Manager is also a key component of the Avaya Integrated Management and offers Avaya customers the tools to simplify the complexity associated with managing distributed, multitechnology, voice and data delivery systems. Avaya Policy Manager This Java-based policy management application (formerly Cajun Rules) allows users to define specific rules, or policies, governing how network resources will be used. It automates fragmented, manual processes and will policy-manage any device in the Avaya Cajun Switch Network as well as Avaya Media Servers. In addition, the Avaya AP450 Router for branch offices and Avaya AP1000 Router for central sites support QOS that is sufficient for VoIP applications. 14 July

9 Analysis Avaya Communication Manager Software Avaya Communication Manager Software builds on a heritage of hardened TDM experience with functionality that, unlike IP offers from other companies, is not compromised in the IP telephony environment. For example: Intelligent Call Coverage, long a Definity system exclusive, automatically redirects unanswered calls based on preset criteria, such as individual, department, time of day or type of call; Send All Calls allows users to temporarily redirect all incoming calls to coverage; and Priority Queuing, Backup Alerting, Timed Reminders, Attendant Vectoring and a Night-Service Console provide choices for incoming callers after business hours. Abbreviated Dialing, in conjunction with Feature Access Codes, ensures that the number of programmable buttons on an IP telephone does not limit speed-dialing capability. Meet-Me Conferencing replaces third-party services for small conferences by providing a prearranged bridge number, and Group Paging enables speakerphone announcements to preset user groups. Remote Call Coverage/Forward Off-Net allows users to redirect calls through their office phones to another location; Personal Station Access allows telecommuters to activate their extension and preferences on a shared office phone. Avaya EC500 Extension to Cellular integrates cell phones into main Avaya switching systems, regardless of carrier or cellular technology platform. Avaya EC500 Extension to Cellular works anywhere in the world that cellular coverage is available for major cellular standards, such as time division multiple access (TDMA), code division multiple access (CDMA) and Global System for Mobile Communications (GSM). It supports bridging cell phones to desktop extensions without hardware and simultaneous ringing on cell phones and desk sets and does not require a separate server. Calls remain at the specific station dialed, whether the call is answered on a digital cell phone, Avaya IP telephone or Avaya multiline desk telephone. Unanswered calls are immediately deposited into the extension s voice mail account. Forced Account Code Entry enables analog, digital and IP telephone users to automatically bill back clients or certain departments for calls, time and other items. Malicious Call Trace information can identify a malicious call source, provide information to appropriate personnel or authorities, and record these calls regardless of origin. With Class of Service, different users can be given different levels of access to system resources, thereby enhancing end-user flexibility and system control. An Attendant Console with functionality like switched-loop operation and direct station selection gives organizations the ability to enhance the efficiency of a central answering position without the need for, and added expense of, a cumbersome workaround. Call Center Software The range of Avaya Call Center Software includes: Avaya Basic, Deluxe or Elite Call Center software Avaya Basic Call Management System (BCMS) monitoring and reporting software 14 July

10 Access to Avaya BCMS through Avaya Site Administration using standard system administration terminal (SAT) emulation Optional Avaya BCMS Vu, an extra-cost, stand-alone product that connects to the system via the LAN Optional Avaya CT Server, an extra-cost, stand-alone product that connects to the Avaya S8100/G600 System via the LAN Avaya Call Management System (CMS) support Optional Avaya IP Contact Center (IPCC), available at extra cost Telephony Services Application Programming Interface (TSAPI) support The Avaya DeveloperConnection Program provides interoperability testing and certification of third-party developer s products and software for use with the Avaya portfolio. Avaya S8100/G600 Server Gateway Combination The Avaya S8100/G600 combination (formerly the IP600) uses the Microsoft Windows 2000 operating system and is intended for customers with 25 to 40 lines that have growth potential to 240 IP endpoints and 408 total ports. The system incorporates Avaya Intuity Audix Messaging and Avaya Site Administration (described below) on a single hardware platform. Port circuit packs and telephones are common across the entire Avaya Definity ECS product line, including support for the IP Trunk Card, Integrated Services Digital Network (ISDN), QSIG, T1/E1, as well as 4600-, 6200-, 6400-, and 8500-series telephones and terminals. Hardware components include the Call Classifier circuit pack, which enables call centers to offer callers simplified call-prompting capabilities for basic menu selections and routing options without the need for an Avaya Conversant IVR System. Avaya Intuity Audix Messaging System With capacities of eight ports, 240 mailboxes and 50 hours of storage, Avaya Intuity Audix provides voice, fax and text messaging, along with text-to-speech and Message Manager functionality, on a single processor. Avaya Intuity Audix messaging also supports TCP/IP digital and Audio Messaging Interchange System (AMIS) analog networking to facilitate communications and message sharing between locations. Avaya Site Administration Avaya Site Administration (SA) is a Windows-based system management tool that provides an easy-touse interface with the Avaya S8100/G600 Server and Gateway combination and Intuity Audix systems. Built-in wizards globally update records, add users and complete other administrative and maintenance tasks administered on a Windows-based computer. Avaya SA has pull-down menus and online help. Shortcuts can be created to frequently used commands and to templates for frequently used tasks. Avaya SA uses the Graphically Enhanced Avaya Definity Interface (GEDI); however, the SAT interface remains available through terminal emulation. Web-Based Interface Avaya s S8100/G600 System can be administered through a Web interface. Using a peer Web server through a LAN connection, the administrator can download and run Avaya SA software, connect to Avaya Definity ECS or Avaya Intuity, schedule a backup or look at backup results, restore from a backup and start pcanywhere to act as a console on the system. Users can download Intuity Message Manager software. 14 July

11 Backup and Recovery The following design elements help assure high availability of the Windows-based operating system: A secondary on-board processor complex supports initialization, monitoring and recovery functions for all applications running under Windows. When problems are detected, the secondary processor takes corrective action to minimize user impact. Applications running on the operating system are pre-tested to assure proper performance, with the operating system closed to any applications other than the manufacturer-provided ones to avoid interference of operation. The Windows event log is proactively scanned for potential service-affecting items. If found, alarms are generated, and if necessary, a service technician is dispatched. Avaya specifies that anticipated availability is greater than percent and provides: Survival of minor power disruptions without service interruption. Automatic restoration of the last saved version of system translations following a power outage. Scheduled centralized backups of critical system information at remote sites. In an emergency, multiple copies of translations, Avaya Intuity Audix subscriber information and the Windows registry are available. Saved information can be quickly restored. QOS thresholds can be set to drive IP trunk failover to and from the PSTN. Optional emergency equipment can transfer up to six analog stations directly to central office analog trunks. Avaya Directory-Enabled Management As part of Avaya Integrated Management, this LDAP is an open Internet standard used to manage Directory-Enabled Management data. The Directory-Enabled Management platform is software that LDAP enables system data, providing real-time integrated directory-based read/write access to system data, as well as to data derived from enterprise sources, such as corporate databases. The Directory- Enabled Management software interfaces with an organization s Avaya Communications Manager and messaging applications, LDAP server, the Gateway Administration application and Gateway client LDAPbased applications, enabling system administrators to configure, monitor and control the Directory- Enabled Management platform. Avaya IP Terminals Avaya 4600-Series IP Telephones The following Avaya 4600-Series IP telephones are supported: Avaya 4602 IP Telephone A low-cost IP telephone with two programmable call appearance/feature buttons and a two-line by 24-character display. The Avaya 4602 is designed for widespread IP telephone use at low cost and can be wall-mounted for use in common areas. Avaya 4606 IP Telephone A single-line IP telephone with six call appearance/feature buttons and a two-line by 16-character display. The Avaya 4606 has a built-in full-duplex speakerphone and can be wallmounted. There are no soft keys associated with the display. 14 July

12 Avaya 4612 IP Telephone A multiline IP telephone that has 12 call appearance/feature buttons and a two-line by 24-character display. The Avaya 4612 has 12 additional features that are accessible via the two-line by 24-character display and are selected by the four display-associated soft keys. The Avaya 4612 has a built-in full-duplex speakerphone and can be wall-mounted. Avaya 4624 IP Telephone A multiline IP telephone that has 24-call appearance/feature buttons and a two-line by 24-character display. This telephone is designed for the executive or executive assistant who requires extensive call-handling and call-coverage flexibility. The Avaya 4624 has 12 additional features that are accessible via the two-line by 24-character display and are selected by four display-associated soft keys. The Avaya 4624 has a built-in full-duplex speakerphone and can be wall-mounted. Avaya 4620 IP Screenphone A multiline IP telephone with a large screen graphic display (168 x 132 pixels) that shows buttons and options without the need for paper labels and also supports Extensible Markup Language (XML)-based productivity applications such as call log, speed dial and Web information access. The phone has 10 fixed-feature buttons and 24 soft programmable feature buttons and other capabilities presented on the display, which uses 16 display-associated soft keys for easy navigation. The IP phone is firmware-upgradable and also includes an infrared port for dialing from a PDA. Avaya 4630 IP Screenphone This full-color touch-screen Web access IP telephone includes six telephony-related applications designed for ease of use with a menu-based interface. It can display a variety of information, including Web pages specially downsized for small-format displays. Sample applications are concierge desks at hotels, airline frequent travelers clubs, financial services kiosks and as an executive desktop telephone. The IP phone is firmware-upgradable and also includes an infrared port for dialing from a PDA. Avaya Softconsole This is a newly designed software attendant console that builds on the features of the Avaya 302 Attendant Console. With its ability to search internal and external directories, and display detailed caller information on up to six calls simultaneously, Avaya Softconsole enhances the efficiency of a central answering position by giving productivity tools to the attendant. Avaya IP Softphone Applications Four Avaya IP Softphone applications are as follows: Road Warrior Enables travelers to use Avaya IP telephony features from temporary remote locations anywhere in the world, such as hotel rooms. The road warrior application consists of two software applications running on a PC dial-up connection to an IP network. The single network connection carries two channels, one for the signaling path and one for the voice path. Avaya IP Softphone software handles the call signaling and an H.323 v.2-compliant audio application, such as Avaya iclarity, which supports voice communications. The user places and receives calls via the IP Softphone interface on the PC and uses a headset or handset connected to the PC (or the PC s microphone and speakers) to speak and listen. Telecommuter Enables telecommuters to use Avaya IP telephony features from home using a PC and a telephone with separate connections to the central site. A PC dial-up connection to an IP network provides the signaling path. The PC runs the Avaya IP Softphone software to provide the user interface for call control. A standard telephone that uses the PSTN provides a high-quality voice path. The user places and receives calls via the IP Softphone interface on the PC and uses the telephone handset to speak and listen. Each instance of the telecommuter application requires the administration of the telephone that will be emulated. 14 July

13 Avaya IP Agent A variation of the telecommuter application, Avaya IP Agent emulates an Avaya telephone and provides capabilities required for call center operations from a remote location, such as the agent s home. Native H.323 An IP-connected soft phone running off-the-shelf H.323 software, it operates as a singleline phone with limited features that are activated by feature access codes. Avaya IP Office Avaya IP Office is an all-in-one IP LAN telephony solution, running on an Avaya proprietary operating system, designed specifically for small businesses. It comes in four models, ranging from eight extensions to 180 extensions, combining the functionality of a PBX, key system, LAN switch and IP telephony gateway in a single system. IP Office includes an integrated suite of applications, such as voice mail, auto attendant, unified messaging, contact center and computer telephony, targeted at small businesses. In addition, it provides the functionality necessary to support Internet access, remote access and firewall security. Other highlights include: PBX and key system features Support for T1, ISDN Primary Rate Interface (PRI) and QSIG networking protocols H.323 Gatekeeper and Gateway functions LDAP client support Support for analog, digital and IP telephones, as well as IP Softphones Built-in Office Manager administration tool QOS Considerations QOS is a term covering several initiatives to improve the audio quality heard at both ends of a voice call that is carried at least in part on an IP-based network. These initiatives include standards-based prioritization schemes to offer voice packets a larger or prioritized share of network resources. Avaya s QOS complies with standards such as: User Datagram Protocol (UDP) Port Selection IEEE 802.1p/Q Differentiated Services/Type of Service (DiffServ/TOS) Resource reservation Protocol (RSVP) Network Readiness Assessment Avaya offers a service that will help organizations view and evaluate the impact of IP telephony on networks and critical applications. The Network Readiness Assessment Offer is designed to provide assurance to customers that their complex multivendor data networks are capable of supporting VoIP applications before they commit to deploying these applications. Working remotely, and using a combination of interactive questionnaires and software tools, Avaya s Professional Services Organization identifies: All equipment in the customer s network Physical and network layer information 14 July

14 Device connections Network topology and device configurations Personnel test the current network infrastructure to discover any throughput and response time issues. Subsequently, a baseline of application performance is used, in conjunction with pre- and post-cutover views of the customer s network, to ensure that voice traffic will receive proper prioritization. Convergence Scenarios The flexibility of Avaya s MultiVantage Communications Applications portfolio is underscored by the many configurations that are possible. The following tables include sample representations for: New systems Migration from established Avaya Definity systems to IP-centric systems How to implement new IP telephony components when organizations outgrow current Definity models New Systems Present and projected port capacity requirements will often help determine the most cost-effective new system configurations. Table 1: Typical New System Configuration Options for Avaya MultiVantage Components Port Capacity From 50 to 450 From 450 to 4,000 Over 4,000 Required Software Avaya Communicatio n Manager And Media Server Media Gateway Or Media Server Media Gateway Or Media Server Media Gateway Avaya Communication Manager Avaya S8300 Avaya S8700 Avaya S8700 Avaya G700 Avaya G600 Avaya SCC1 Avaya S8100 Avaya S8700 Avaya S8700 Avaya G600 Avaya SCC1 Avaya MCC1 Avaya S8700 Avaya MCC1 Migration to IP From Established Avaya Definity Platforms Avaya Communication Manager Two scenarios are possible with customers utilizing an established Avaya Definity platform. The Avaya Definity ProLogix, Avaya G3si and Avaya G3r Servers can be IP-enabled as an interim convergence step, 14 July

15 or they can be migrated to a fully IP-centric platform. In either case, the customer will realize investment preservation benefits from the reuse of port circuit cards and telephones. Present and projected portcapacity requirements will often help determine the most cost-effective configurations. For organizations using release 9 software or later, an upgrade to Avaya Communication Manager Software is required. For organizations using software older than release 9, a processor upgrade is also required. In the case of the Definity Gsi and G3r servers, the processor complex and carriers are replaced. Additionally, all configurations require the use of Avaya s IPSI card. Table 2: Migration Paths to Full IP-Centric Avaya MultiVantage Configurations* Established Avaya System Definity ProLogix Definity G3si Definity G3r Required Software Avaya Communicatio n Manager Media Server And Media Gateway Or Media Gateway Or Media Gateway Avaya Communication Manager Avaya S8700 Avaya S8700 Avaya S8700 Avaya SCC1 Avaya SCC1 Avaya SCC1 Avaya MCC1 Avaya MCC1 Avaya MCC1 Avaya G600 Avaya G600 Avaya Communication Manager *For IP-enablement, an IP Media Processor and C-LAN card are required, which may already be present in the system. System Expansion Options The Avaya Definity ProLogix and IP600 systems can be expanded beyond their original capacities, which enables customers to realize investment preservation benefits from the reuse of port circuit cards and telephones. Present and projected port-capacity requirements will often help determine the most costeffective configurations. In the case of the IP600, the original processor card is removed and the Avaya G600 Media Gateway is reused. For organizations using release 9 software or later, an upgrade to Avaya Communication Manager Software is required. For organizations using software older than release 9, a processor upgrade is also required. In addition, all configurations require the use of Avaya s IPSI card. Table 3: System Expansion Options Using Avaya MultiVantage Components Established Avaya System Definity ProLogix Definity IP600 Required Software Avaya Communication Manager Avaya Communication Manager Media Server Avaya S8700 Avaya S8700 And Media Gateway Avaya G600 Avaya G600 (reused) Or 14 July

16 Table 3: System Expansion Options Using Avaya MultiVantage Components Established Avaya System Definity ProLogix Definity IP600 Media Gateway Avaya SCC1 Or Media Gateway Avaya MCC1 System Expansion via Networking Using Avaya s proprietary networking protocol, DCS, or the industry-standard networking protocol, QSIG, multiple nodes can be networked together to present a single system image. Representative Options for Survivable Remote Nodes The Avaya SCC1 and Avaya MCC1 Media Gateways, which are both derived from the Avaya Definity platform, inherently support the Survivable Remote Processor (SRP) option. Additionally, the Avaya S8300 Media Server, in conjunction with an Avaya G700 Media Gateway, can be deployed at a central location, with S8300/G700 combinations installed at remote sites, operating with an LSP. In addition, a centralized Avaya S8700 Media Server, in conjunction with any Avaya SCC1, MCC1 and G600 Media Gateway, can manage S8300/G700 combinations with LSPs. Fujitsu 9600 PBX Interoperability After Fujitsu Business Communications made the decision in late 2001 to exit the U.S. PBX market, Altura Communication Solutions took on the role of supporting and servicing Fujitsu 9600 customers. In June 2003, Avaya and Altura announced a new version of the Avaya Communication Manager software that enables Fujitsu users to retain their digital and analog telephones while also giving them access to IP telephony, contact center and messaging applications via integration with Avaya Media Servers and Avaya Media Gateways. This represents an important step for Avaya as it moves to achieve interoperability with other established PBX platforms from other manufacturers. Pricing The following configurations are shown at list price in U.S. dollars, including telephones, but without installation or additional costs for LAN switches. New Systems For mixed endpoint configurations, pricing starts at $600 per station. For IP-centric configurations, pricing starts at $815 per station. Avaya Integrated Stackable Telephony Solution An average configuration for 50 users has a list price of about $60,000; a 100-user configuration, about $100,000. Configurations include: Avaya IP telephones with power supply Avaya S8300 Server/G700 Gateway Avaya P330 Stackable Switch System 10/100 Ethernet ports Stacking modules 14 July

17 WAN modules T1/E1 connectivity for the PSTN All software licenses Established Avaya Definity Systems Migration to Avaya Communication Manager Software, the new Avaya Media Servers and Avaya Media Gateways will vary by configuration: For an Avaya G3r Server customer, migration pricing begins at $85,000. For Avaya Definity Server release 9 or 10, pricing starts at $4,700. For Avaya Definity Server prior to release 9, pricing starts at $8,500. Table 4: Price List: Avaya Management and Devices Product List Price Avaya Integrated Management From $2,500 to $30,000, depending on configuration Avaya 4602 IP Telephone $195 Avaya 4606 IP Telephone $445 Avaya 4612 IP Telephone $545 Avaya 4624 IP Telephone $645 Avaya 4620 IP Telephone $495 Avaya 4630 IP Screenphone $965 Avaya IP Softphone* $190 per user Avaya Softconsole $2,095 *Avaya IP Softphone for Pocket PC comes with license for Avaya IP Softphone at no additional charge. In addition, Avaya sells its solutions in over 90 countries through a mixture of direct and indirect channels, with a single global price list for all products. From the global price list, Avaya makes regional adjustments based on market conditions. Individual countries and sales channels then determine local discounts based on factors such as purchase volumes. GSA Pricing Yes. Competitors 3Com NBX Super Stack 3 (SS3) Alcatel OmniPCX Enterprise Cisco Architecture for Voice, Video and Integrated Data (AVVID) CallManager Inter-Tel Axxess Mitel Networks 3300 Integrated Communications Platform (ICP) NEAX 2000 Internet Protocol Server (IPS), NEAX IPS DM, NEAX 2400 Internet Protocol Exchange (IPX) and NEAX IPX DM 14 July

18 Nortel Networks Meridian 1 IE (IP Enabled) and Succession Communication Server for Enterprise (CSE) 1000 Shoreline IP Voice Communications System Siemens HiPath 3000 Survivable Media Gateway (SMG), 4000 and 5000 Strengths The broad functionality of Avaya MultiVantage Communications Applications, and Avaya Communication Manager Software in particular, is not compromised when an organization transitions from a TDM to an IP telephony environment. Avaya provides choices to IP-enable the Avaya Definity ECS or configure a new totally IP PBX with the same features and functions. The Avaya G600 System uses the same circuit packs and telephones as the Avaya Definity ECS family while providing the same functionality and applications. This allows both small businesses and remote locations of larger enterprises to benefit from IP-based communications solutions. The all-in-one Avaya S8100/G600 design incorporates voice switching, multimedia messaging, call center capabilities and site administration in a single platform, thereby simplifying installation, maintenance, system management and the upgrade process. Avaya Expert Systems monitor the activity and health of processes running on the Avaya S8100/G600 system for the purpose of maximizing uptime. LAN/WAN access gives administrators a view of all remote locations. Avaya Site Administration (ASA) and the Web interface are tools to help them perform their jobs more efficiently. Wizards allow a single point of entry for both a new station and a voice mailbox. Remote backup-and-restore capabilities give administrators a centralized disaster-recovery option. A choice of survivable remote office solutions can provide full interoperability with the enterprise network, compared with stand-alone system alternatives that would support less capability. Fully compatible with Avaya Definity-based system and user telephony features, as well as applications, including call center, multimedia messaging and unified messaging. The IP Media Processor utilizes techniques for conservation of system resources and bandwidth usage to help provide the highest audio quality while minimizing resources. These methods enable customers to take advantage of IP telephony today saving valuable resources without sacrificing features, quality and reliability. Avaya IP telephony solutions support Avaya s proprietary DCS as well as standards-based signaling systems, such as QSIG, ISDN and T1/E1, providing network interface flexibility. Avaya Policy Manager, coupled with Avaya s Directory-Enabled Management, enables business applications and network devices to share a common LDAP Directory. Avaya s shared LDAP Directory solution allows an enterprise to utilize a single directory with a familiar Web-browser interface to administer database entries across multiple business applications and users. Avaya s heritage is deeply rooted in delivering innovative telephony-based solutions, with proven experience implementing complex networks and distributed systems. Integrated mobility options provide wireless handset users with standards-based, versatile access to Avaya Communication Manager Software functionality. 14 July

19 Standard redundancy of Avaya S8700 Media Server enables system survivability. Two IPSI boards from an Avaya S8700 to a port network can provide increased reliability for critical applications. An Avaya G700 Media Gateway with an Avaya S8300 Media Server in the LSP mode can work behind another Avaya G700 with an Avaya 8300 as the main server. IP media encryption is standard. Limitations Since Avaya s IP telephony architecture is an amalgamation of building blocks working in conjunction with a variety of centralized platforms, solutions can be complex and difficult to configure. Avaya digital telephones are not convertible to Avaya 4600-Series IP telephones. It may not be cost-effective for small and midsize users of the Avaya Definity ProLogix and Avaya S8100/G600 (IP600) systems to migrate to larger solutions supported by the Avaya S8700 Media Server. User Opinion Gartner informally solicited opinions from several users, who were asked to rate Avaya MultiVantage Communications Applications on a scale of 1 to 5, with 1 being the lowest rating and 5 the highest. The average unweighted score was 4.3 for responses in the following categories: Category Installation 5.0 Training 4.0 Documentation 3.3 Service/Support 4.3 System Administration 4.0 System Performance 4.7 System Reliability of Hardware 4.7 Software 4.3 Overall 4.3 Summary of User Comments Responses included the following quotes. Particular features/functions you like? Hybrid system allows rolling out IP sets at organization s comfort level. Able to deliver Big Iron services to remote offices. Increased system capacities. 14 July

20 Number of features that have been ported over from the traditional PBX (G3r) Conferencing EC500, IP Agents, Meet Me Conferencing, PBX survivability, 4620 IP Screenphone Particular features/functions you dislike Although remote office solutions offer potential, the pricing structure for truly redundant systems (S8300-based) makes the solution unaffordable in many cases. Remote maintenance access was more difficult until DHCP server was collated with S8700 server. Viewing alarms is more difficult because some, such as Intuity, do not acknowledge through S8700 without workarounds. Would you recommend this product? Yes, for a properly staffed organization. Since there is a dependency on the data network for transport, trained and cooperative voice and data departments are critical to a successful rollout. Yes, it is a workhorse and very stable telecom system. Yes. Upgrade from Definity G3si to S8700 was seamless and painless. General Comments Avaya did a good job of porting their feature set to IP telephony. One drawback: We are a very large configuration and right to use (RTU) costs for IP and voice mail RTUs are not cost-effective in a large operation. I do not see competitors charging for RTUs at this rate. Recommended Gartner Research Gartner Key/Hybrid, PBX and IP-PBX Systems: Comparison Columns, DPRO Insight Avaya has fulfilled design objectives for its Communications Applications suite with respect to important enterprise requirements. For example, Avaya has not compromised its large complement of system and end-user features. Established customers have a clear migration path that provides significant investment protection. A choice of platforms addresses the needs of organizations ranging in size from a few hundred users up to many thousands of users. Avaya offers network analysis tools to help customers prepare for and deploy IP telephony. Derived from years of telephony experience, Avaya Communication Manager Software fully supports applications and operating efficiencies in both TDM and IP environments. Additionally, the modularity of Avaya s software, media servers and media gateways represents an important step in converged-voice and data-system architecture. While the amount of IP telephony systems, features and solutions continues to increase, many enterprises are concerned about the shortage of high-quality vendor support and maintenance expertise. For that reason, in mid 2003, Avaya embarked on an initiative to achieve a consistently high level of customer satisfaction in this promising IP marketplace. 14 July