Avaya Modular Messaging With Unified Messaging

Transcription

1 Jay Lassman Product Report 19 December 2003 Avaya Modular Messaging With Unified Messaging Summary Avaya s Modular Messaging supports voice, fax and messaging in a single message store when used with Microsoft Exchange or IBM Lotus Domino as the message store. Speech access is an option. Table of Contents Overview Analysis Avaya Modular Messaging With Microsoft Exchange or IBM Lotus Domino Store Avaya UCC Speech Access Pricing Competitors Strengths Limitations Recommended Gartner Research Insight List Of Tables Table 1: Features and Functions: Avaya Modular Messaging With Store Table 2: Avaya Modular Messaging: Switch Integrations (Partial List) Table 3: Avaya Modular Messaging: Message Application Server Actions Table 4: Avaya Modular Messaging: TTS Sizing Guidelines Table 5: Avaya Modular Messaging: Message Application Server Languages Table 6: Avaya Modular Messaging: Message Application Servers Table 7: Avaya Modular Messaging: Other Hardware Components (Minimum) Table 8: Avaya UCC Speech Access Server Configuration: Minimum Requirements Table 9: Price List: Avaya Modular Messaging 1.1 Table 10: Price List: Avaya Modular Messaging Speech Access List Of Figures Figure 1: Premises Integration Figure 2: Message In-Box and Playback Figure 3: Centralized 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, Inc. 211 Mount Airy Road Basking Ridge, NJ , U.S.A. Tel: ; Internet: Overview The Avaya Modular Messaging product (formerly Avaya Unified Messenger) is composed of two server types, the Messaging Application Server (MAS) and the Messaging Storage Server (MSS). The Messaging Storage Server (MSS) can be an Avaya Server (Avaya S3400 Message Server), Microsoft Exchange Server or IBM Lotus Domino Server. When Avaya Modular Messaging is used with Microsoft Exchange or IBM Lotus Domino as the Message Storage Server (MSS), it results in a unified messaging architecture providing singl box storage of voice, fax and messages. In addition, the system supports the following: A single address directory for all message types, Single-point administration, Enterprisewide automatic directory updates and directory replication, Up to 690 analog or digital circuits connected to a single PBX and Access to messages by computer, phone or the Internet. Messaging Application Servers can be supplied by Avaya, system integrators, Avaya Business Partners or the customer. This report reflects release 1.1 of Avaya Modular Messaging and release 1.2 of Avaya Unified Communication Center (UCC) Speech Access. Table Features and Functions: Avaya Modular Messaging With Store) presents a summary of unified messaging capacities and features. Table 1: Features and Functions: Avaya Modular Messaging With Store Characteristic Description VoicePorts 4to69perMAS Voice Port Analog 4 or 12; Digital 8 (set emulation), 24 (T1) or 30 (E1) Modularity Mailboxes More than 50,000 (maximum) Hours of Storage Dependent on server s disk capacity. For example, a 1GB disk will store 170 hours of voice with 13 Kbps voice mail encoding. Platform Intel Pentium Operating System Microsoft Windows 2000 Networking Up to 10 MASs can be networked at a location (690 ports maximum). 19 December

3 Table 1: Features and Functions: Avaya Modular Messaging With Store Characteristic Voice, Fax and E- Mail Storage and Global Address Directory Standard Features Unified Messaging Text-to-Speech (TTS) for Reading E- Mail Prompt/Announceme nt Languages Intelligent Call Routing Auto Attendant Single Point of System Administration Web Access to Unified Messaging In-Box Optional Features Text-to-Speech (TTS) Channels Fax Ports Fax Port Modularity Speech Access Standards Description On server co-residing in a MAS (small systems), or on outboard Microsoft Exchange or IBM Lotus Domino Server(s). Unified messaging functionality is standard, offered on a per-seat basis for voice, fax and . Voice-only mailboxes are supported. Languages supported are Dutch, French, German, Italian, Japanese, Portuguese, Spanish and U.S. English. Australian English, Dutch, French (Canadian), French (Parisian), German, Italian, Japanese, Portuguese (Brazilian), Latin Spanish, U.K. English and U.S. English. Automatic number identification (ANI). Yes Yes Yes Two required per MAS. Limit is 16 TTS channels per MAS. Support for an external fax server (third party) is standard. Dependent on third-party fax server. Speech Access to Microsoft Exchange messages, contacts, calendar and tasks or Lotus Notes messages. Also supports calling and conference calls. Local-Area Network TCP/IP or any Windows LAN Protocol Protocols Simple Mail Transfer Protocol/Multipurpose Internet Messaging Extensions (SMTP/MIME), Post Office Protocol 3 (POP3), Internet Message Access Protocol 4 (IMAP4) Directory Lightweight Directory Access Protocol (LDAP), Microsoft Active Directory, IBM Lotus Domino Directory Server Operating Windows 2000, Windows 2003 System Client Operating MS Windows 98, NT, 2000, ME, XP Systems Client Microsoft Outlook 98/2000/2002, IBM Lotus Notes 5.0/6.0 Application Interface Messaging Application Programming Interface (MAPI) Call Control Telephony Application Programming Interface (TAPI) 19 December

4 Table 1: Features and Functions: Avaya Modular Messaging With Store Characteristic Networking Description Audio Messaging Interchange Specification (AMIS), Voice Profile for Internet Messaging (VPIM); Octel Analog Networking (proprietary); Avaya Digital Voic Networking (proprietary); Simple Mail Transfer Protocol/Multipurpose Internet Messaging Extensions (SMTP/MIME) Analysis Avaya Modular Messaging With Microsoft Exchange or IBM Lotus Domino Store Switch Integration Avaya Modular Messaging with Microsoft Exchange or IBM Lotus Domino Store a Windows-based system for small, medium and large businesses integrates with more than 150 key, hybrid and private branch exchange (PBX) systems using various signaling techniques, including digital station emulation, Q.SIG, in-band, Simplified Message Desk Interface (SMDI) and Voice over IP (VoIP). Voice paths are analog, digital or VoIP. Due to the variety of integration techniques, as well as switch capabilities and limitations, not all features are applicable to all switches. See Figure Premises Integration. Figure 1: Premises Integration Message Application Server integrates with a premises switch (PBX) and connects to an server and thirdparty fax server in a unified messaging architecture. Integration data between the MAS and PBX supports inbound and outbound voice and fax messaging. Server stores all voice, fax and messages, which are managed from an Outlook Inbox or Lotus Notes Client on the user s PC. Source: Avaya. MAS integrates with more than 150 key, hybrid and PBX switching systems. Table Integration Switches (Partial List) includes some of these. 19 December

5 Table 2: Avaya Modular Messaging: Switch Integrations (Partial List) Avaya Definity Series Mitel SX200 Series Panasonic DBS Series Avaya Merlin Magix and Legend Mitel SX2000 Series Rolm 9751 CBX (9005) Avaya Communication Manager NEC NEAX 2000 Series Philips Sopho Ericsson MD-110 NEC NEAX 2400 Series Siemens Hicom 150 H, Hicom 300 Series and HiPath Series GPT Integrated Services Digital Exchange (isdx) Nortel Networks Meridian 1 Series ECI (formerly Tadiran) Coral Series Intecom E Nortel Networks Norstar Series Telrad Si Lucent Technologies 5ESS Nortel Networks DMS-100 Toshiba Strata Series MAS supports all features when integrating with Avaya and Lucent Technologies switches. PBX integration performs a number of tasks to facilitate voice communication and call handling: Captures dialed-party information Answers calls when users are unavailable Plays a user s personal greeting Assists in routing calls Transfers calls to an operator or to another extension With a capacity of 69 voice ports, a single MAS supports approximately 3,000 users. Voice ports can be separated into reporting groups and marked for specific functions. For example, when networking with other Avaya voice messaging systems at remote locations, a group can be marked for outbound operation only. For reliability, MAS can be arranged in a redundant (1+1 or N+1) configuration, whereby a companion unit handles an equal share of traffic and leaves a single server to handle all traffic if the sibling is down for some reason. Up to 10 MASs enable expansion to a maximum of 690 ports (9+1 servers in a redundant arrangement), which will support more than 50,000 users. (In such arrangements, there are also multiple servers at the location.) MASs can be added without taking the network down. If problems arise with a specific server, the problem can be isolated and the server taken out of service while the rest of the network stays up and running. Unified Messaging Processes MAS provides auto attendant functionality and coordinates with the server and a third-party fax server to store voice and fax messages on the server in a unified messaging architecture. Modular Messaging with Microsoft Exchange or IBM Lotus Domino store provides computer access (local PC and the Internet) and telephone access to all messages and reads messages over the telephone. MASs, which are inherently modular and capable of being distributed, can reside at branch offices with per-office servers, or alternatively, MASs can be located at a data center together with servers, thus reducing equipment count, maintenance and cost. Microsoft Exchange and IBM Lotus Domino store messages as file attachments in the case of voice and fax messages or as simple text messages in the case of . Compressed voice messages are stored for later playback, retrieval or transport. A single server may contain the entire collection of 19 December

6 mailboxes, or it can act as one of many message servers. In the case of multiple servers, each has a logical group of user mailboxes. The Message Transfer Agent (MTA) transports messages between one or more servers on a local-area network (LAN), or over a wide-area network (WAN) connection between servers in distant locations. MASs and the system share a single global directory (Microsoft Active Directory with Exchange 2000, IBM Lotus Domino Directory with Domino). Within the address book, system managers can create distribution lists. In case the server is down, operation continues normally from the caller s point of view with the obvious exception that the MAS provides a standard greeting (and the subscriber s name) rather than the called party s personal greeting. The MAS holds messages until the server comes back up. Then the MAS streams accumulated messages to the server as part of an automatic recovery and synchronization process. When a caller records a voice message, the MAS compresses the voice and uses a messaging API to send it to the server for storage. When listening to a voice message over the telephone, the voice data is streamed from the server to a MAS, where it is decompressed in real time and played over the phone (to a local user) or over the public network (to a remote user). Voice messages can also be recorded and played back on a multimedia-equipped PC using client software integrated with the Microsoft Outlook or the Lotus Notes client. See Figure Message In-Box and Playback. Figure 2: Message In-Box and Playback Header data appears in Bob Matthews Outlook in-box for voice, fax and messages. The playback panel includes a progress bar and elapsed time and controls to pause, stop, replay and skip. Clicking the icon to the left of the numeric (elapsed time) readout directs playback to Bob s PC (shown) or to his phone. 19 December

7 Source: Avaya. The MAS actions on behalf of an unanswered or busy extension include routing to a user s mailbox and data streaming. Table MAS in Action contains a step-by-step description of how MAS and systems cooperate to record, store and retrieve voice messages. Table 3: Avaya Modular Messaging: Message Application Server Actions Description Comment Caller Records a Message 1) A call to the extension rings without answer or the Call is from another extension, a branch office or the extension is busy. public network. 2) The PBX forwards the call to a voice port on a MAS. Integration data from the PBX provides called-party informationtothemas. 3) MAS plays user s personal greeting. Greeting in compressed format streams from the server to a MAS, where it is decompressed and sent through the PBX to the caller. 4) Caller leaves a voice message. Caller s voice goes through the PBX to the MAS, where it is recorded and compressed. The MAS attaches the recording to an message and sends it to the e- mail server for storage in the user s in-box. 5) server notifies the PC (via LAN) of new The new voice message appears as a line item (header) message arrival. in the user s in-box. Message Retrieval Desktop 19 December

8 Table 3: Avaya Modular Messaging: Message Application Server Actions Description Comment 6) Case 1 User has selected the PC for playback. Voice message in compressed format streams from the server to the PC, where it is decompressed and sent through a sound card to the PC s speakers or the user s headset. 7) Case 2 User has selected the phone for playback. The MAS originates a call to the user s phone. When answered, the voice message in compressed format streams from the server to the MAS, where it is decompressed and sent through the PBX to the telephone. Message Retrieval Telephone User Interface (TUI) Based on Aria interface for Avaya Octel 250/350 platform. 8) User dials in by phone and retrieves voice and Voice messages in compressed format are streamed messages. from the server to the MAS, where it is decompressed and sent through the PBX and the public network to the user s telephone. For , themas retrieves the text (via LAN) from the server. There, a TTS channel creates a full-bandwidth voice signal, which the MAS sends through the PBX and the public network to the user s telephone. Streaming enables greetings and messages to begin immediate playback, without the delays associated with file transfers and downloading. The MAS uses the 13 Kbps Global System for Mobile Communications (GSM) compression standard, which yields a ratio of approximately 5-to-1, compared to 64 Kbps standard coding. This dramatically reduces LAN bandwidth requirements, reduces storage requirements and improves speed of operation. Telephone User Interface The telephone user interface (TUI) supports access to voice, fax and messages from any touchtone phone. In the case of , the MAS sets up a TTS channel; reads the messages (including header information such as sender, date, time and other data); and indicates the presence of attachments, if any. During readout of messages, subscriber options include delete, reply, forward to another party, mark read, skip, speed-up readout or call the sender (provided the sender is a Modular Messenger user). The latter provides a convenient way to communicate with other subscribers without having to hang up and originate a new call. The feature is switch-dependent, as not all switches allow the initiating party (that is, a MAS) of a conference to drop off. Even if supported by the switch, the user must hang up and redial to reach the system again. Most mobile users should choose the optional telephone Speech Access option for enhanced functionality and for hands-free operations. Optional Telephone Speech Interface With the optional Avaya UCC Speech Access application, a subscriber can use simple voice commands to access voice, fax and messages from any phone. In the case of , the Speech Access Server sets up a TTS channel; reads the messages (including header information such as sender, date, time and other data); and indicates the presence of attachments, if any. During readout of messages, subscriber options include delete, reply, forward to another party, mark read, skip, archive or call the sender (provided the message has a ANI phone number). Call Sender provides a convenient way to 19 December

9 communicate with callers who left messages without having to hang up and originate a new call. After completing the call, the subscriber can resume reading his or her messages. The number of TTS channels equipped in a MAS depends on the number of voice ports. A minimum of two TTS channels is required per MAS. Additional channels can be equipped, in an increment of one channel, to a maximum capacity of 16 channels. Table TTS Sizing Guidelines provides guidelines for estimating the number of TTS channels. Table 4: Avaya Modular Messaging: TTS Sizing Guidelines Number of Voice Ports Number of TTS Channels (Estimated) Number of Users (Estimated) , ,000 Whether by PC or phone, subscribers can reply to messages in a number of ways, including cross-media. For example: Reply to an message with a voice message. Forward an , including a user-attached document, with a voice introduction. Languages The MAS supports multiple languages on the telephone user interface and on reading channels (TTS). The Avaya client software supports multiple languages on the graphical user interface (GUI) used for self-administration. Table 5: Avaya Modular Messaging: Message Application Server Languages TUI Languages TTS Languages GUI Languages (User selfadministration) Dutch Dutch Dutch English (U.S., U.K. and Australian) English English French (Canadian and Parisian) French French German German German Italian Italian Italian Japanese Japanese Japanese Portuguese (Brazilian) Portuguese (Brazilian) Portuguese (Brazilian) Spanish (Latin) Spanish Spanish Any given MAS can have up to three different TUI languages, which are selectable at the Language tab on the user properties screen. Callers can select an alternate prompt language; for example, to prompt in French if the system is set up to provide prompts in English and French. Selection of the TTS language is automatic based on text content of a given message. The TUI allows a subscriber to change the TTS language while listening to a message by pressing a touch-tone key. Internet Messaging Beyond a telephone or LAN-based PC, the Internet offers a third way for users to access messages. The client program of choice, Outlook Web Access for Microsoft Exchange servers and inotes for IBM Lotus Domino servers, provides an in-box and voice player with functionality similar to Outlook or Lotus Notes 19 December

10 (see Figure Message In-Box and Playback above). As with the other access methods, voice messages are streamed to the user s PC or laptop, ensuring immediate start of voice content. In the other direction, MASs support creation of voice messages and sending them over the Internet to parties that have an address but do not have Modular Messaging accounts. Voice messages, conveyed as attachments, are in native (GSM-compressed) format and are playable on any PC with GSM voice-encoding support (all Windows PC with Media Player and Macintosh computers with QuickTime, plus other computers and personal digital assistants [PDAs] that have native GSM support). Administration Using the server s interface to set up and reconfigure user mailboxes, provides a single point of administration for voice, fax and messages. As users are added or information is modified, changes are written to the Microsoft or Domino directory and replicated to other servers across the network. This enables changes to be made once for the whole enterprise, reducing administration costs. An Administration tab enables administrative personnel to enable or disable unified messaging on behalf of individual users, as well as supply user-oriented information such as voice mail domain, extension number, mailbox number, numeric address (for example, direct-dial number) and TUI password. A Subscriber s Options application is available to subscribers for self-administration of individual user properties, such as language, media setup, recording greetings, handling incoming calls, telephone access, fax access, call notification (including message waiting indication [MWI]) and assistant. Subscribers can also set up intelligent notification criteria according to one of three methods: Find me (live connect) The MAS records the caller s name and, in real time, calls any of several numbers controlled by the subscriber s schedule. The MAS announces the caller s name to the subscriber, who can accept the call (live conversation) or decline and have the caller leave a message. Call me The Call Me server calls the subscriber (phone or pager) based on message-specific criteria (type, importance and sender), subscriber s schedule and alerting interval (for example, every 20 minutes). Depending on the method of notification, the subscriber answers the call and logs on in the usual manner or initiates a call to retrieve messages. Notify me The MAS automatically records the caller s telephone number (ANI), prompts for confirmation or requests entry of a different callback number and then generates an message to a subscriber-defined address (cell phone, pager or Internet). The subscriber sets up notification content in terms of a user-specified text string, date and time of message (if one was left), length and importance and whether or not to include the caller s telephone number. Modular Messaging also supports custom caller applications that are developed using a simple GUIbased editor. Fax Messaging MAS supports facsimile as a standard feature and requires that the customer supply an external fax server. The MAS works with major vendors of third-party fax servers, such as: Optus FACSys Fenestrae Faximation Omtool Fax Sr. 19 December

11 RightFax Fax Server BNS Group msxfax Calls from fax machines are handled with a single direct inward dialing number (single DID) or, alternatively, with two DID numbers one for voice calls and one for fax calls (dual DID). The challenge posed by single DID is resolved by the MAS listening for the presence of calling tone from the originating fax machine; if it is detected, the MAS transfers the call, with accompanying dual-tone multifrequency (DTMF) routing information, to the fax server. After reception of the document, the fax server sends it as an attachment to the server for storage. Because dual DIDs provide a unique telephone number for fax machines to call, the PBX simply routes directly to the fax server, which then transfers received documents, again as attachments, to the server. Faxes can be viewed at the desktop or reviewed by telephone. In the case of phone review, the MAS announces a message count of the number of faxes and reads envelope information consisting of sender, date, time and number of pages. Reading a fax s text content is possible provided optical character recognition (OCR) software is present in the fax server. With a telephone, users can direct faxes to a nearby fax machine; route them to someone, with accompanying voice introduction; or save them in the mailbox for later review. In cooperation with the fax server, the MAS supports fax rendering, whereby e- mail messages and attachments are converted to facsimile format for remote viewing. This can be more convenient than listening to a reading of lengthy messages and even more helpful for messages containing attached documents that are tabular (for example, spreadsheets) or have graphical content. MAS Hardware MASs are supplied by Avaya, system integrators, Business Partners or the customer. Recommendations are listed in Table Avaya Message Applications Servers. Table 6: Avaya Modular Messaging: Message Application Servers Characteristic 4 to 12 Voice Ports 49 to 69 Voice Ports Processor Intel Pentium single or dual processors Intel Pentium III dual processors Speed 400MHz 800MHz RAM 128MB 512MB Free Disk Space 1GB 1GB LAN Interface Card Yes Yes CD-ROM Access Yes Yes Voice Boards Analog Dialogic (4 or 12 ports per card) Digital Dialogic (8 ports per card) T1 (23 ports) and E1 (30 ports) Analog Dialogic (12 ports per card) Digital Dialogic (8 ports per card) T1 (23 ports) and E1 (30 ports) Operating System Windows 2000 Server Windows 2000 Advanced server Windows 2003 Windows 2000 Server Windows 2000 Advanced server Windows 2003 Applications MAS, callback notification server/mwi server* MAS, Call Me server/mwi server* 19 December

12 Table 6: Avaya Modular Messaging: Message Application Servers Characteristic 4 to 12 Voice Ports 49 to 69 Voice Ports *Callback notification and message waiting indication (MWI) software can run on the MAS or on outboard hardware see Callback Notification Server/MWI Server column of Table Other Hardware Components (Minimum). Hardware to support clients, administration clients and Call Me server/mwi server is shown in Table Other Hardware Components (Minimum). In addition, the Microsoft Exchange Administrator program or IBM Lotus Domino Unified Communications Software (DUCS), must be run on an Intel-based server machine recommended by Microsoft or IBM. Table 7: Avaya Modular Messaging: Other Hardware Components (Minimum) Characteristic Clients Administration Clients Call Me Server/MWI Server* Processor Intel 486 single or dual Pentium single or dual processors Intel Pentium II single or dual processors processors Clock 66MHz 133MHz 200MHz RAM Per IBM/Microsoft recommendati on Per Microsoft/IBM recommendation 128MB Free Disk Space LAN Interface Card CD-ROM Access Other Hardware Operating System Applications 30MB 50MB 40MB Yes Yes Yes No Yes Yes Sound card with speakers and microphone, or a phone Windows 98, Windows NT, Windows 2000, Windows ME or Windows XP Outlook 98 or Outlook 2000 or Outlook 2002 or Lotus Notes 5 Client or Lotus Notes 6 Client Does not apply *Can run on outboard hardware or on the MAS. Windows 2000, Windows 2000 advanced server Voice mail configurator, voice mail editor, port monitor, reporting tool and operational history viewer Does not apply Windows 2000 Server, Windows 2000 advanced server, Windows 2003 Call Me server and MWI server 19 December

13 Software Environment With Microsoft Exchange Store The MAS works with Exchange 2000, Exchange 5.5 or mixed Exchange 5.5/2000 environments. In addition, the MAS supports the following: Microsoft Active directory new records and changes go automatically to other servers when users are added or there are changes to the user information. Microsoft Management Console (MMC) snap-ins provide a single interface for voice and administration of subscribers unified messaging properties. MAS participates on the network as any other Windows-based server regarding backup, directory operations and network security. MASs perform voice processing locally, enabling them to answer phones, process calls and take voice and fax messages while the network, or Exchange Server, is down. Clients can be Outlook 98 or Outlook 2000 or Outlook 2002, which are Messaging Application Programming Interface (MAPI)-compliant applications, when installed in Corporate or Workgroup mode. For applications such as word processing, spreadsheets and graphics, MAPI enables the sending of directly from the application, with the ability to attach the document on which the work is being done. Software Environment With IBM Lotus Domino Store The MAS works with IBM Lotus Domino 5 or 6. In addition, the MAS supports the following: IBM Domino directory new records and changes go automatically to other servers when users are added or there are changes to the user information. Domino Unified Communications Software (DUCS 1.2) provides a single interface for voice and e- mail administration of subscribers unified messaging properties. MAS participates on the network as any other Windows-based server regarding backup, directory operations and network security. MASs perform voice processing locally, enabling them to answer phones, process calls and take voice and fax messages while the network, or Domino Server, is down. Clients can be Lotus Notes 5 Clients or Lotus Notes 6 Clients. Networking MASs can be set up as stand-alone systems or can be arranged in a centralized architecture linked to branch offices by wide-area networks. See Figure Centralized . Figure 3: Centralized Branch office PBXs (bottom) send unanswered calls to MASs at a central location, where the servers store messages for subscribers at both branches. 19 December

14 This flexibility is useful for organizations that do not want to put servers at each branch as well as for application service providers (ASPs) to offer fully outsourced unified messaging solutions. PBXs forward voice mail calls to MASs at the central location (one or more MASs per PBX). The servers at the data center are shared by all subscribers at all sites. Having a MAS(s) for each branch means sites do not need to have the same brand of PBX or have unique extensions. In addition, each site can have its own automated attendant and zero-out operator number. Calls forwarded from a PBX connect to the assigned MAS at the data center via digital T1/E1 or VoIP. With digital T1/E1, T1 or E1 will already be in place for handling . When unified messaging is added, voice and data are multiplexed over the same T1/E1 connections. Voice calls are assigned one channel per port; the remaining T1/E1 channels are used for data. Typically, a small, remote site with 50 to 100 subscribers requires a minimum of four voice channels. With VoIP, voice calls are converted to IP packets, allowing voice and data to share the same packet-switched IP WAN. Because VoIP requires a network designed to provide the necessary quality of service, bandwidth considerations are paramount. A separate serial data link (SMDI) carries integration data, which will be embedded in the IP stream in a future release. Voice Mail Interoperability Modular Messaging provides voice mail interoperability with: 19 December

15 AMIS-A (analog) compatible systems through Avaya Messaging Networking software and Avaya S3210 server. Aria/Serenade (digital) through Avaya Messaging Networking software and Avaya S3210 server. Octel Analog Networking (compatible with Octel voice mail servers such as Octel 200, 300, 250 and 350). Avaya Messaging Networking software and Avaya S3210 server gateway provides interoperability with Avaya Intuity Audix via TCP/IP connections; also provides routing and post office services for voice and multimedia messages and supports the networking protocols of most voice mail vendors including VPIM and SMTP/MIME support. Upgrade and Migration Upgrade from UM 5.0 to Modular Messaging (MM 1.1) is a software-only change-out, with full reuse of hardware, administrative profiles and user databases (user profiles, directories, custom greetings, messages and other databases). Avaya UCC Speech Access is an optional add-on to Modular Messaging 1.1. Avaya UCC Speech Access The Avaya Unified Communication Center Speech Access (UCC Speech Access) works with Microsoft Exchange and IBM Lotus Domino to provide a speech access solution that provides mobile and remote personnel access to important information including messages, contact lists, calendars, calling and conferencing by simply speaking commands into any phone. With UCC Speech Access, any phone becomes an information portal that lets users: Listen to messages using text-to-speech conversion, Reply to and forward and voice mail messages, Make phone calls using contacts or LDAP directories and Manage conference calls. UCC Speech Access is intended to help deliver improved productivity, higher efficiency and better customer service. The application employs a highly developed speech recognition technology that makes it easy to access a wide range of information and perform important functions through normal, conversational phrases, without the need for restrictive vocabularies and time-consuming menu choices typical of other speech access solutions. The following summarizes features of UCC Speech Access, as well as hardware and software components. Access to Messages Anytime, Anywhere Enables mobile and remote personnel to access and manage messages from any location using simple, intuitive speech commands for safe, legal, hands-free operation. Users can access and navigate through messages in their Microsoft Exchange Inbox, or IBM Lotus Notes Inbox and have messages read to them using the text-to-speech capability. This application enables users to verbally reply to and forward messages, including those with attachments, just as they would if using touch-tone commands or a desktop GUI. Initiate Outbound/Conference Calling 19 December

16 Enables remote and mobile personnel to easily make phone calls or set up and conduct conference calls through spoken commands. Users can initiate a phone call simply by speaking the name or phone number of the person they wish to reach. The UCC Speech Access application accesses an LDAP directory and retrieves the information necessary to make each call. This application enables users to easily manage conference calls and supports up to 16 call participants. Manage Contacts, Appointments and Tasks For Microsoft Exchange users, simple spoken commands from any phone provide quick and convenient access to Outlook capabilities, such as reviewing personal calendar, scheduling appointments and creating tasks. These capabilities aid mobile and remote personnel in managing to-do lists and calendar functions. Call Notification Notification and forwarding features immediately contact users by phone or pager when phone calls or messages are received from pre-selected people. Exceptional Speech Recognition A highly developed speech recognition technology makes it easy for users to access information and perform calling and conferencing functions using normal, conversational phrases, without the need for time-consuming menu choices typical of other speech access solutions. Multivendor PBX Compatibility Compatibility with telephone switches from Avaya as well as those from a variety of other vendors enables customers to leverage current investments by using existing telephone system infrastructures. Avaya Voice Messaging System Interoperability Users can listen and reply to messages from other messaging systems in the enterprise network, whether they are connected via Octel Analog Networking or via an Avaya Messaging Networking gateway. Open Accessibility and Scalability The UCC Speech Access software offers open access and scalability by operating as a Microsoft Windows service on any standard Intel Pentium-based PC. This application can be scaled to meet the needs of any size enterprise with support for 96 ports per Speech Access Server and the ability to connect multiple Speech Access Servers to a single PBX. Microsoft Exchange/Microsoft Outlook Capabilities Organizations can enhance the capabilities of current Microsoft Exchange/Microsoft Outlook applications with speech access to messages, contacts, tasks and calendar information, enabling customers to leverage their investments in existing messaging infrastructures. IBM Lotus Domino Lotus Notes Capabilities Organizations can enhance the capabilities of current IBM Lotus Domino/Lotus Notes applications with speech access to messages enabling customers to leverage their investments in existing messaging infrastructures. Hardware Components 19 December

17 UCC Speech Access is an add-on to Modular Messaging. The product supports Natural Micro Systems (NMS) Integrated Services Digital Network (ISDN) Primary Rate Interface (PRI) boards. Customers can purchase UCC Speech Access and these boards from Avaya or one of Avaya s Authorized Business Partners, or system integrators (SIs). The following hardware components are required to support UCC Speech Access: Microsoft Exchange Server contains mailboxes for voice, , faxes and other documents; and contains Microsoft Outlook calendar, as well as tasks and contact lists. Or IBM Lotus Domino Server contains mailboxes for voice, , faxes and other documents. MAS provides comprehensive telephone answering services for busy and ring-no-answer calls and interfaces with the Microsoft Exchange Server or IBM Lotus Domino Server for complete unified messaging capabilities. Avaya UCC Speech Access Server provides speech access to Microsoft Exchange and Microsoft Outlook information or IBM Lotus Domino messages. Voice processing boards contained in MAS, these boards connect the telephone system and server to capture and compress voice information, while providing touch-tone access. ISDN PRI boards contained in UCC Speech Access Server, these boards allow access to Microsoft Exchange and Microsoft Outlook information or IBM Lotus Domino messages from any phone using spoken commands. Software Components UCC Speech Access is shipped with the following speech access software on CD-ROM: Avaya UCC Speech Access software Nuance speech recognition software ScanSoft text-to-speech software Language prompts in American English only Web client software for user self-administration Product Architecture UCC Speech Access operates with most major PBX telephone switches and protects investments through interoperability with existing messaging system networks. UCC Speech Access supports from four to 96 ports per server, as well as multiple servers per PBX system and can provide advanced speech access capabilities to a virtually unlimited number of users. Requirements UCC Speech Access requires a CD-ROM drive, monitor, keyboard and mouse, as well as the data listed in Table Avaya UCC Speech Access Server Configuration Minimum Requirements. Table 8: Avaya UCC Speech Access Server Configuration: Minimum Requirements Up to 23 Ports From 24 to 96 Ports Unified Messaging Support Avaya MM 1.1 or higher Avaya MM 1.1 or higher 19 December

18 Table 8: Avaya UCC Speech Access Server Configuration: Minimum Requirements Up to 23 Ports From 24 to 96 Ports Minimum Client Requirements Any version of Microsoft Outlook for Exchange or IBM Lotus Domino 5 or 6 Microsoft Internet Explorer 5.5 or later Any version of Microsoft Outlook for Exchange or IBM Lotus Domino 5 or 6; Microsoft Internet Explorer 5.5 or later U.S. English Availability Canada, U.K. and U.S. Canada, U.K. and U.S. Software Release Release 1.2 Release 1.2 CPU Type Dual process-capable, Intel Pentium III 1GHz or higher Dual Intel Pentium III 1GHz or higher Peripheral Component Interconnect (PCI) Slot One 32-bit slot One 32-bit slot Memory 1.5GB Memory 2GB Memory Small Computer Systems Interface (SCSI) Disk 20GB 20GB Drive Network Interface Card (NIC) 100 Mbps 100 Mbps Operating System Microsoft Windows 2000 Server Microsoft Windows 2000 Server Pricing Table 9: Price List: Avaya Modular Messaging 1.1 Product Description List Price (US$) Software Licenses MM 1.1 Server License Includes unified messaging 3,000 for voice, fax and ; switch integration software; networking; and auto attendant. Client Access License Price per license TTS License Price per TTS channel. Up to16 channels per MAS. 1,000 Unified Messaging (UM) Software Upgrade (UM 5.0 to MM 1.1) UM 5.0 to MM 1.1 Price per MAS. 3,000 VoiceBoards(Referenceonly) 4 Ports, PCI Analog 1, Ports, PCI Analog 4,775 8 Ports, Digital Set Emulation 5, Ports T1 8, Ports E1 9, December

19 Table 10: Price List: Avaya Modular Messaging Speech Access Product Description List Price (US$) Software Licenses Avaya UCC Speech Access Server License Speech Access Additional Port Licenses ISDN PRI Boards (Reference only) Server Software and four ports Price per four additional ports (concurrent user) 20,000 24, Line (T1) ISDN PRI 5, Line (T1) ISDN PRI 7,000 GSA Pricing Yes. Competitors Avaya Modular Messaging with Microsoft Exchange or IBM Lotus Domino Store competes with systems such as the following: Active Voice Repartee UC, Repartee LX and Kinesis Avaya INTUITY Server Applied Voice and Speech Technologies (AVST) CallXpress* Cisco Systems Unity Key Voice Interchange Nortel Networks CallPilot** Siemens HiPath Xpressions v.3.0 TOPCALL Unified Messenger *CallXpress product line sold to AVST in September 2003 by Captaris. **Does not support integration with third-party PBX systems, such as those from Avaya, Mitel, NEC and Siemens. Strengths Architecture and Administration MM with Microsoft Exchange or Lotus Domino store unified messaging architecture takes advantage of the server s strengths regarding storing all message types in a single mailbox, single-point administration and single address directory. Avaya UCC Speech Access Provides a speech access solution that gives mobile and remote personnel access to important information that includes messages, contact lists, calling and conferencing, and calendars by simply speaking commands into any phone. 19 December

20 Switch Integration To support more than 150 key, hybrid and PBX switches, tools and translation capabilities are included that enable sales channels dealers (typically Business Partners and system integrators) to tailor integration according to switch software version, capabilities and limitations. Voice Streaming Streaming avoids the delays inherent in file downloads and transfers, enabling voice messages to begin playback immediately. Voice Compression Compressing voice to 13 Kbps dramatically reduces LAN bandwidth requirements, reduces storage requirements and improves speed of operation. MM uses GSM voice encoding, which is a standard supported on Windows PCs with no additional software required to play voice messages. GSM is also supported on most other computers and even many new PDAs such as those supporting Microsoft s CE operating system. Scalability/Growth MASs can be added without taking the network down. If problems arise with a specific server, the problem can be isolated and the server taken out of service while the rest of the network stays up and running. An MM system can range from four ports to 690 ports, connected to a single switch. Fax Implementation Options The faxing feature integrates with a variety of third-party fax systems. Backup for Voice Messages If the server should be out of service for some reason, users have the ability to retrieve all voice messages from outside callers even when messaging is temporarily unavailable. Centralization The ability to centralize the MASs at a data center can avert the equipment and maintenance costs associated with branch office deployments and improve overall reliability. Interoperability Using industry standards such as AMIS, VPIM and SMTP/MIME, Modular Messaging is capable of operating with other vendors voice and systems. Simplified Pricing MASs and client-side software come complete with all functionality, including networking and the ability to work with a fax server. The only options relate to the number of TTS channels to be equipped on the server, external fax hardware and Avaya UCC Speech Access. Aria User Interface With an Aria Interface, customers migrating from the Avaya Octel 250/350 platform can continue using prompts with which they are familiar. This allows Avaya Octel customers, including those with locations worldwide, to have a standard user interface, regardless of the Avaya voice mail platform in use. Multilingual 19 December

21 The MAS supports TTS for eight languages, as well as prompts and announcements for 11 languages. Limitations Fax Outboard fax equipment (third party) tends to increase costs compared to internal fax boards. Self-Administration on the Internet User self-administration on the Internet is absent. Functions such as changing a personal greeting or setting up notification criteria must be performed at a LAN-based PC or from a telephone, which can be inconvenient. Call the Sender The system s capability to originate, at the user s request, a call to the sender of a message works only when the sender is a subscriber on the same system. Calls to nonsubscribers are not supported. However, full support for calling the sender is delivered with Avaya UCC Speech Access. Other Applications The two major enterprise applications (Microsoft Exchange and IBM Lotus Notes) are supported; however, Novell GroupWise and Netscape Messenger are not supported. Recommended Gartner Research Gartner Voice Mail and Unified Messaging Systems: Comparison Columns, Note Number DPRO Insight Release 1.1 of Modular Messaging with Unified Messaging, reaffirms Avaya s commitment to providing a platform that enhances the functionality associated with multimedia messaging, unified messaging and unified communications, while supporting multivendor compatibility and interoperability. 19 December