From Here to There: Multi-modal, Converged Communications Trends & Strategies

1. From Here to There:Multi-modal, Converged Communications Trends & Strategies James Haensly Chief Technology Officer Avaya Asia Pacific

2. Any device, any process, any network Enterprises & Institutions becoming virtual Globally distributed value chains Collaborating communities Interconnected processes Security & reliability Demand for performance Revenue Productivity Profitability Revenue Cost Business & Institution Needs Create Increasing Demands for Communications

3. The Three Phase Evolution to Converged Communications IP QoS Real-TimeReliable IP Telephony • Traditional • Separate voice and data networks • Emerging IP phones TrafficMgmt BestEfforts Stand-alone

4. The Three Phase Evolution to Converged Communications IP QoS • Converged Networks • Integrated voice-data applications • IP as universal infrastructure • SIP evaluation by carriers and enterprises Real-TimeReliable IP Telephony • Traditional • Separate voice and data networks • Emerging IP phones TrafficMgmt BestEfforts Stand-alone Virtual

5. The Three Phase Evolution to Converged Communications • Converged Communications • Rich multimodal user experience • Dynamic application creation using Comm. Services • Built on Converged Networks IP QoS • Converged Networks • Integrated voice-data applications • IP as universal infrastructure • SIP evaluation by carriers and enterprises Real-TimeReliable IP Telephony • Traditional • Separate voice and data networks • Emerging IP phones TrafficMgmt BestEfforts EcoSystem Stand-alone Virtual

6. Directories Security Management Communication Model Comm EnabledPortal xUI Access Control Presentation Server Business Apps & Comm Services CRM SCM ERM Presence Telephony Support and Services NetworkServices QoS Policy Registration SIP User Provisioning Infrastructure SAN Servers Wireless Routers Gb Switches

7. Interactions: Natural, Multi-Modal From stand-alone to federated apps Transport: QoS-enabled IP Plug & Play transmission Communication Model and Trends Trends Comm Enabled Portal Security:Securing distributed open systems Business Apps & Comm Services Directories: Fundamental to management, security & apps Support and Services Network Services Management:Heterogeneity Infrastructure

8. Disruptive Technologies Redefine Business Practices Natural Interfaces Comm Enabled Portal Security End-to-end technologies &processes From stand-alone to federated apps Communication-Enabled Federated Apps Business Apps & Comm Services Directories Support and Services QoS-Enabled IP Network Services Management Infrastructure

9. Disruptive Technologies Redefine Business Practices Natural Interfaces Comm Enabled Portal Security End-to-end technologies &processes Communication-Enabled Federated Apps Business Apps & Comm Services Support and Services Directories QoS-Enabled IP Network Services Management Infrastructure

10. Natural Interfaces are Multi-Modal The most natural communication mediacan be voice, text, image, annotation . . .(or a combination of these)depending on the interaction and device(s) available • A shared space involving pen, sound and document allowing multi-modal collaboration and real time communications • Annotation saved, sent, and retrieved as ink data Packet Network MAN LAN wi-fi Another Handheld PDAreceiving directions Handheld PDA sending directions

12. Example: Voice request results in a multimedia response on a WAP client In-progress Tight integration with web services Multi-modal interactions HTTP (Request/Content) WAP (Request/Content) Dialog SystemsVoiceXMLASR/TTS Etc. WML Content Generator Mobile Client WAP Gateway HTTP Internet/Intranet Wireless Network Voice Work Flow OTA (SI) PAP (SI) Push Proxy Gateway Document Push Initiator E-Mail Web Fax Multimedia Integration Platform Integrates Multimedia Technologiesenabling rapid communication application development MTIP

13. Dial the extension X 2002 (non-speech; DTMF) Speak the extension two-zero-zero-two (ASR) “Operator”“Reservations” (ASR) Speak the name “Please connect me to room service” (NLCR) Speak the purpose Request service via email “Please tell me when my shipment will arrive” “What is my current balance?” (NLU) Inquire in natural language “Customer query about billing cycle” Classify spoken or written text “ABC Corp reports quarterly progress” Summarize typed document Summarize web page Show this on my PDA Extract audio-visual information Here is today’s weather report Extract & summarize multimedia information Recap news events of the day Conversion Gisting Understanding Increasing Sophistication of Natural Interfaces Evolution ofspeech and language applications

14. Natural Interfaces – Technology Challenges Multi-Modal Challenges • Mismatch between communication capabilities of sender and receiver • Managing simultaneous input streams from more than one modality into a single communication event • Associating annotations with documents • Understanding, storing and rendering device dependent annotations in a device independent manner • Mapping annotations at a logical rather than presentation level Natural Language Challenges • Broadening understanding • Continued advances in speech generation and dialog systems • Intelligent dialog between human and machine is the ultimate challenge for computing machine

15. Disruptive Technologies Radically Redefine Business Practices Natural Interfaces Comm Enabled Portal Security End-to-end technologies &processes Communication-Enabled Federated Apps Business Apps & Comm Services Support and Services Directories QoS-Enabled IP Network Services Management Infrastructure

16. SIP is to Real-Time People-to-People Communications what HTTP was to Information Exchange on the World Wide Web. Telephony Apps (Voice Mail, CTI, Call Center…) SIP Servers and SIP-Enabled Communication Apps Phones SIP User Agents IP Network PBX • Enables rapid creation of communication-enabled enterprise applications from standardized components • Supports multi-modal communications and devices • Changes the focus from mode to user by equalizing real-time and near-real-time communications into a session • Standardized personal address means there’s one way to “place the call” regardless of device being used by recipient • Services-based environment accommodates both peer-to-peer and client-server apps

17. Presence Server Context Server Service Registry Session Services Converged Communication Topology SIP endpoint SIP endpoint Application Services Communication App Server Telephony App Server SIP endpoint Existing comm server Existing endpoint eBusiness App Server IP endpoint Existing apps • Key technologies • SIP: Session Initiation Protocol provides simple signaling for session setup and control • Web Services: Protocols for data and application interoperability • Presence: Find “the Right person, in the Right place at the Right time in the Right way” • Peer-to-Peer: Putting users in direct control of communications sessions and capabilities

18. Converged Communications Applications - Challenges • Process changes • Business process management • Programmer & operations staff training • Integration with existing applications • Integration with legacy systems & architectures • Interoperable information models • Standardization and conformance • Web services standards are still evolving • Interoperability between .NET and J2EE environments and applications • Other Technology dependencies • User and application level security & management • Integrated enterprise-wide directories

19. An Example: Unified Communication SolutionsGreater Speed, Quality and Mobility WEB, WIRELESS & SPEECH ACCESS Contact & InformationManagement Integrated access to directory anddatabases Message Management Near and Non real- time integrated voice, email, fax and video Calling & Conferencing Management Personal Efficiency Management Real-time “any media” conferencing and collaboration Individually customizable communication rules

20. Disruptive Technologies Redefine Business Practices Natural Interfaces Comm Enabled Portal Security End-to-end technologies &processes Communication-Enabled Federated Apps Business Apps & Comm Services Support and Services Directories QoS-Enabled IP Network Services Management Infrastructure

21. QoS Goals are at the Application Level;Managed at all Levels • Specify per-user/application-level QoS goals • Measure QoS conformance • (Re)Configure network and servers to achieve QoS goals QoS = Performance:Response time; Delay; Jitter; Loss etc. + Reliability: Availability(99.999%); Data/Transaction Integrity etc. QoS Management Server Control/Signals Business Apps & Comm Services QoSGoals Status/Events NetworkServices Any solution should be able to monitor and control a variety of network elements and applications

22. QoS Performance Strategies • Over-provision • More powerful CPUs • High Performance components,e.g. OS, Database etc. • Load balancing Business Apps & Comm Services • Application Aware Routing • Using Application Knowledgefor session establishment NetworkServices • Over-provision • Fatter pipes • Priority managed • Traffic managers • Network assessments for various services including voice • DiffServ, RSVP, MPLS

23. QoS Reliability Strategies • Prevention • Monitoring and rejuvenation • Hardened OS • Recovery • Failure detection and fail-over • Hardware redundancy • Data Integrity • In-memory data checkpointing • Persistent data replication Business Apps & Comm Services NetworkServices • Path Redundancy • Spanning tree protocols in switches for LANs and MANs • MPLS dynamic reconfiguration • Recovery • Expert systems detect/repairnetwork level faults • Hardened network elements

24. QoS-enabled Networks - Challenges • Network readiness • Configure to support desired QoS • Provide desired bandwidth, delay, jitter, loss, etc. • Business policies around QoS • Determining QoS goals and granularity (per flow type, per application, per user, etc.) • Mapping goals to network/application mechanisms • Dynamic conditions • Load, applications, network conditions and users • Correctness of network data in face of constant change • Heterogeneity • Non-uniform implementation of QoS mechanisms across vendors, domains, systems and layers • Bandwidth in different segments • Common management schema/standards

25. Disruptive Technologies Redefine Business Practices Natural Interfaces Comm Enabled Portal Security End-to-end technologies &processes Communication-Enabled Federated Apps Business Apps & Comm Services Support and Services Directories QoS-Enabled IP Network Services Management Infrastructure

26. Security is Increasingly Important • Attacks increasing • Data & service theft • Spoofing • Denial of Service • Viruses & Vandalism • Eavesdropping • Attacks exist at every level • Terminals, LAN, Switches, Network, Servers, Applications • Attack sophistication increasing • Toolkits • Coordinated, distributed attacks • Wireless & Mobility issues • Wireless protocols less secure • Mobile devices lack physical security CERT Security Reports 1988 - 2001 60000 50000 40000 30000 20000 10000 0 1988 1991 1994 1997 2000 incident count • 150 to 200 new viruses per month • 60-70% of security breaches are internal • Viruses and hacking cost $266 billion in US last year* * Global Information Security Survey (InformationWeek and Price Waterhouse Coopers) Data fromCarnegie Mellon Computer Emergency Response Team

27. Layered Trust Boundaries Security policies and procedures beyond the physical perimeter ofthe enterprise: remote workers, B2B partners & suppliers, extranets etc. Extended Perimeter Application level access, authentication & authorization;Data Protection &Encryption Perimeter Control Domain Firewalls Security Management Identity and Access Mgmt Resource Domain VPN OS, applications, data Network level controlsto filter traffic and manage access;Encryption Security monitoring;Enterprise-wide Authentication; & Data protection Firewalls Source: The Burton Group

28. Security Mechanisms • Prevention • Anticipate and prevent attacks • e.g., authentication, firewalls, filters, VPNs, encryption • Detection • Detect and predict what-when-where of attacks • e.g., intrusion detection, monitoring & alerts • Validation • Validate desired properties by modeling, simulation or testing • e.g., digital signatures, network discovery, penetration testing • Recovery • Take corrective action to restore service • e.g., define & test recovery procedures • Redundancy • Provide spare capacity ready for deployment • e.g., backups, alternative sites

29. Selected prevention techniques • Media • Encrypt voice so sniffers hear only white noise • Session • Session level encryption with private key administration • Link encryption for key distribution • Server • Eliminate common attacks by disabling un-needed services; e.g. NFS, X-windows, rexec, … • Protect network servers against viruses by eliminating incominge-mail, web browsers, shared drives • Network • Filter packets based on addresses, port numbers • Defend against denial-of-service attacks by discarding suspicious packets • Administration • Set, communicate, and enforce security policies • Make it convenient: if it’s too hard, it’ll be circumvented

30. Securing Converged Networks and Applications – Challenges • Keeping current • New forms of attacks • Attacks increasing: data and service theft; spoofing; denial of service; viruses and vandalism; eavesdropping • Security patches from vendors • User and operations staff education and training • Security awareness • Following good security practices: strong passwords, regular virus checker updates etc. • Security intrusion detection and response processes • Incorporating secure programming practices • By vendors • By in-house programming staff

31. Disruptive Technologies Redefine Business Practices Disruptive Technologies Comm Enabled Portal Natural Interfaces Communication-Enabled Federated Apps Business Apps & Comm Services Security Support and Services Directories QoS-Enabled IP Network Services End-to-end Security Infrastructure Management

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