Avaya Aura ™ A New Era of Business Communications

1. Avaya Aura™A New Era of Business Communications Jim Su Solutions Architect Quagga jim.su@quagga.com 916-673-5054

2. Session Initiation Protocol SIP can be called a “rendezvous” protocol. That is, it allows endpoints on the Internet to discover, locate, negotiate, and establish sessions. What kind of sessions? Any kind of sessions. SIP is used to establish VoIP (of course), video, gaming, text, call control. SIP is an open protocol standard, with an active working group on the Internet Engineering Task Force (IETF). Avaya and other major companies are active in the IETF SIP working group and in other industry groups, working to ensure that SIP-enabled solutions work across businesses and enterprises with a variety of legacy, new, and evolving networking and telecommunications infrastructures and products to enhance and revolutionize the world of real-time business communications. SIP is used to identify, locate, and enjoin parties who want to communicate using any peer-to-peer media type. However, SIP does not transport the media itself: That is handled by codecs within the communications programs or devices.

3. Gartner Hype Cycle – Where is SIP?

4. Important SIP Characteristics • Born of the Internet • Made for mobility • Media agnostic (Separation of signaling and media) • Ability to support multiple media within the same session • Text-based and extensible (Heterogeneity is the norm) • Standard APIs “SIP is probably the third great protocol of the Internet, after TCP/IP and HTTP” - Vinton Cerf, “Father” of the Internet

5. SIP Elements • User Agents (UA): Endpoint devices that originate or terminate the SIP signaling. They can be clients (UAC) that initiates a request, or a server (UAS) that terminates a request (most endpoints do both) • Proxies route SIP requests to their destination. They sit in the signaling path between endpoints, and may add parameters to a request or reject a request, but they do not initiate requests • Registrars handle REGISTER requests from endpoints to bind a user to the device. This information is then stored in a location service database for the proxy’s domain. • Back-to-Back User Agent(B2BUA): Similar to a proxy, except that it terminates the SIP dialog on both sides. Commonly used to provide services because it can manipulate the signaling between endpoints

6. SIP Addressing/RegistrationSIP Connects People to People, not Device to Device Cell Phone How do I reach Jim? Just use sip:jim.su@quagga.com I am ready to take calls My ID: sip:jim.su@quagga.com Location: 5054@212.55.34.2 Desk Phone 212.55.34.2 Location Service Registrar IM Client

7. A Simplified SIP Call Flow Location Service Call initiation to Jim INVITE: <jim@quagga.com> sip:jim.su@quagga.com 5054@212.55.34.2 Call initiation to Jim INVITE: <jim@quagga.com> Fred’s Outgoing Proxy Registrar Jim’s Incoming Proxy Registrar Call initiation to Jim INVITE: <5054@212.55.34.2> UAS UAC OK Response Media Paths (RTP) Jim Fred

8. SIP Separation of Signaling and MediaSIP routing core is media agnostic Signaling Path IP Network Media Path - Voice Media Path - Video Media Path - Whiteboard Rich Voice – Multiple media streams can be incorporated in a single session

9. MM MX 3rd Pty VP CM SessionManager SIP Rich Communications Not Limited to the EnterpriseA More Complete User Experience – Extended to Your Customers 3G SIP Smart Phones Mobile Customer Care Voice Conference Web Conference Whiteboard Interactive Voice Interactive Video Unified Communications Voice 3G Mobile Network 3G Gateway • Session Manager Rich Communications • Media/session independence • Add new media without impacting existing services • Loosely coupled feature servers • Self-service IVR with video previews • Send information and images along with audio

10. SIP ExtensibilityPrinciple: Heterogeneity is the Norm • SIP can be extended by adding new headers, methods, parameters, or bodies – without a dramatic impact on existing systems • Proxies only need to understand 3 core SIP methods (INVITE/CANCEL/ACK) – addition of new methods have no impact • New content types have no impact on proxy operation • Built-in mechanisms enable forward compatibility between clients and servers while minimizing possible interoperability breaks • Clients/servers are expected to NOT assume universal support for new extensions

11. Technology ShiftUsing SIP & SOA for Business Advantage Pre 2000 2000 - Today Tomorrow IN/SS7 Overlay CTI Overlay Peering and Loose Coupling SOA SIP Presence IP H.323 SIP ISDN and TDM ApplicationsEverywhere FlattenConsolidateExtend App App Application Application Session Mgt Session Mgt Session Mgt Network Network Network

12. Communication Application Development Today One Large Code Base is Difficult to Change or Add New Features • Foundation elements written for each application – no reuse • Features become “intertwined” • Months-long development cycles • Significant testing effort A3.b A2 A3.a “Features” A1 A4 Redirect B2BUA UAS UAC Protocol Services Networking Mgt Security Scalability Fault Tolerance Foundation Services

13. SOA/SIP Application Server DevelopmentLeverages Enterprise Application Server Technology • All foundation elements provided by the platform • All features/services modular and independent • Rapid development – software as a service • Loosely couple features/services to create new applications • Off-the-Shelf development tools and methodology familiar to huge developer community (Eclipse, J2EE, web services, etc) Web Service Feature A3 Feature A1 Feature A2 Feature A4 Application Call Blocker Concept to Trial ~1.5 days! Registrar Proxy B2BUA Redirect Location Service Networking Mgt Fault Tolerance Scalability Security Avaya SIP Foundation Server

14. Software as a Service • Hi, I’m Quagga Outcall Service. Use me! • Give Me: • Subject • Message • Response Option • Recipient contact info • Your contact info • I’ll call them and use TTS to provide your message and get their response. I’ll put the response in an email and send it back to you! Voice Portal Outbound Voice Call Web Service Email Web service Savvion BPM

15. Customer Care Automate outbound calling campaigns and customer status notifications Operations IT systems trigger calls with real-time information on critical alerts Finance Automate purchase approvals from mgt Workforce Mgt Workforce mgt identifies absent employees, calls back-ups, and sends email to mgr One Service – Multiple Applications

16. Why SIP • Open Standard => Industry Momentum • SIP trunking => Cost savings, new capabilties • Hardware Architecture => Software Architecture • Many protocols => One unified protocol • Telephony network => Real-time communications network • Presence • SIP Extensibility • Development Community and SOA • It is becoming ubiquitous

17. Introducing Avaya Aura™A new unified communications architecture Communication Manager ApplicationEnablement Presence System Manager Session Manager Intelligent Access and Enterprise Application Integration Collaboration and Interaction Solutions Multivendor Integration End to End Management Security and Serviceability Performance Analytics Core Communication Services Communication Infrastructure NEW Avaya Aura™

18. MM User Policy VP Apps CM o o o Features Session Control Session Control Session Control SES A New Unified Communications ArchitectureAvaya Architecture Today Still adjuncts off of CM Communication Manager • Monolithic – CM does all • Centralized – CM controls all • Everyone has same features • Other apps are CM adjuncts • New features require CM upgrade • Single point of application control • Scale limited by max system size • Core is voice-centric MX SIP SIP

19. MM Apps User Policy VP Still adjuncts off of CM SIP Foundation Server CM System Manager Communication Manager CM Feature Server o o o Features MX Session Control Session Control Session Control Session Manager Session Manager Session Manager SES SIP SIP SIP A New Unified Communications ArchitectureAura is Enterprise IMS (Internet Multimedia Subsystem) Application Server Layer Dedicated Session Control Layer User Policy Access Layer

20. MM App VP App CM App Application Platform Application Platform SessionManager SessionManager SessionManager Avaya Aura™ Architecture (IMS Architecture)One Unifying Protocol for All Services Application Layer (SOA) MX SystemManager ServiceProviders Avaya AuraCore SIP Presence Media Servers Session Control SIP Trunks TDM Trunks SBC Avaya one-X® endpoints o o o o o o G860 AvayaCM Standalone 3rd Party endpoints Access AvayaCM Branch 3rd Party PBXs

21. Introducing the SIP Session Manager Global Routing Policy

22. A Rather Special SIP Routing and Integration Engine • Establishes an Open, Interoperable SIP Network • Integrates disparate PBX/Key systems into a single communication network • Normalizes SIP into a common, open implementation • Pools and shares global trunking resources • Fully leverages SIP trunk services from ITSPs • Manages a Global Network Dial Plan • Local PBX dial plans don’t change • Adapts to existing dial plans that overlap or have different digit patterns • One point of administration to handle dialplan changes between systems

23. SM SM Branch Edition i120 Multi-Vendor Integration with Centralized Dial Plan PSTN Data Center 1 Data Center 2 SIP Trunks SIP Trunks Communication Manager (Active) Communication Manager (Standby - ESS) 45-XXX 22-XXXXX 445-XX 630-XXXX Contact Center Regional Office Sales Office i120 O O O O O O O O O • Multivendor with “SIP adaption” – Nortel, Cisco, Service Providers, … • One global dial plan in Session Manager (don’t need to change local PBX dial plans – administration moves to the core!)

24. SM Routing Engine SIP Adaptation Modules (Dialed Number and SIP Header)Normalizes SIP, Normalizes Dial Plans Incoming Digit Conversion Adaptation Module SIP Entity Outgoing Digit Conversion Examples • Avaya: No adaption required • Cisco: CallMgr 5.X, 6.X, 7.X • Nortel: CS1000 • Verizon: Move History-info • AT&T: Remove History-info Adaptation Properties: • Adaptation Module • Egress URI Parameters • Digit Conversion for Incoming Calls • Digit Conversion for Outgoing Calls

25. SessionManager AudioCodes Gateway SessionManager SessionManager AudioCodes Gateway AudioCodes Gateway What if Some of My Systems Do Not Support SIP? Digital PBX Key System T1/PRI QSIG/T1/PRI Avaya CM 3.x SIP SIP H.323 Avaya CM 2.x Avaya AuraCore nectar esm SIP H.323 H.323 Generic H.323 SIP QSIG/T1/PRI Generic H.323

26. SessionManager SessionManager SessionManager A Rather Special Global Routing Policy EngineSuper Flexible, Super Scalable, Super Resilient System Manager • Global Routing Policies • Security Profile • User Profiles (Nov) • Replicated Databases • Management/Monitoring Session Manager • 250K+ BHCC • 25K SIP Entities • 50K Users/SM (Nov) • Active/Active • Geo-Redundant • Up to 3 (May), 10 (Nov) Database Synchronization System Manager System Manager Routing Policies Routing Execution Network Routing Policies S8510 Server JGroups/JMS Synchronization N+1 Active • Security Module SM-100 • TLS acceleration (50K links) • 50K TLS set-up in 2 minutes • SIP Firewall and DoS protection Active Session Manager Community

27. SessionManager SessionManager SessionManager G860 Tail-End Hop Off and Least Cost Routing AvayaCM Branch 3rd Party PBX AvayaCM Standalone o o o o o o PRI PSTN ITSP 1 PRI ITSP N Avaya AuraCore SIP Trunks TDM Trunks SBC SBC The “Outside World” Public networks

28. CORE SM SM SM CM 3rd Party PBX o o o o o o SIP Call Admission Control Routing Policies • “Star” configurations supported • RTP assumed to travel over WAN with signaling • Location based • Administrator specifies for each location • Average call usage • Total bandwidth to manage • Multiple SIP entities per location • Intra-location calls are not counted in CAC (WAN) WAN Pipe Entity Links Single Location CM

29. SessionManager SessionManager SessionManager G860 Centralized SIP TrunkingReduce PSTN Interface Costs and Improve Bandwidth Utilization AvayaCM Branch 3rd Party PBX AvayaCM Standalone o o o o o o PRI PSTN ITSP 1 PRI Avaya AuraCore ITSP N SIP Trunks TDM Trunks SBC MPLS/Internet SBC The “Outside World” Public networks

30. SIP Trunks and System InterfacesLower Cost, More Efficient, and Greater Flexibility • Lower Hardware Costs • Eliminate TDM hardware • Share trunk resources • Share voice/data bandwidth • More Efficient • On Demand – add capacity when needed • Online provisioning –add new lines in minutes • Map to average usage vs peak usage • Greater Flexibility • Bandwidth, not channels, determines call capacity • ~40 channels per T1 vs. 23 • Linear cost model - add SIP lines in increments of 1 • Local, long-distance, 800 access over same circuit

31. SessionManager SessionManager SessionManager SIP Centralized Call Delivery Virtual Telephone Numbers Eliminate Geographic Boundaries 916-XXX-XXXX Sacramento DID Virtual Office Locations San Francisco DID Los Angeles DID Avaya AuraCore PSTN ITSP San Jose DID Hong Kong DID Toll Free 800 916-XXX-XXXX Central Contact Center “Sacramento” Specialist Remote Sacramento Agent Establish Virtual Locations Where You Do Business

32. A Rather Special SIP Security Agent

33. A1 A2 A1 A2 Session Manager Session Manager Security at Scale SIP Applications (Active) SIP Applications (Active) Data Center 1 Data Center 2 (Active) (Active) Communication Manager (Active) Communication Manager (Standby - ESS) Rate Limit SIP Firewall TLS TLS TLS O O O Branches i120 • All SIP TLS encrypted • 3rd party certificate support • Standards-based AAA Radius compliance • Rate Limiting for “hyperactive” endpoints / branches • Denial of service protection, SIP packet inspection TLS TLS O O O

34. A Rather Special Personal Routing Assistant Application Policies I get access to: Feature A Feature C Feature D User Application Policies User Routing Policies Things get very interesting when we add users to Aura…..

35. Enterprise Wide Registrar/Location Service

36. Individual Policies

37. Manager CM “Essentials” Feature A Customers Partner Employee Kiosk Session Manager/System ManagerProfile Maps Each User to Their Communication Applications Access is based on worker profile, not their location. 3rd Party CM MX MM VP Feature F Feature E Feature B Feature D Feature C Application Policies I get: Feature C Feature D Application Policies I get: Feature A Feature C Feature D Application Policies I get: Feature E Application Policies I get: Feature B Feature C Feature D Feature E Feature F Application Policies I get: Feature E Feature F Quickly add different capabilities for different people and workgroups

38. SIP Voice Portal Voice Portal SM SM SM SIP Centralized ApplicationsSIP-ready Avaya applications Meeting Exchange Modular Messaging Communication Manager SIP Feature Server Avaya Aura Core CM Branch Third party

39. SIP load balancing is necessary to support Voice Portal MPPs Modular Messaging MASs Other SIP Entities deployed for redundancy Entities to load balance may be identified Local Host administration on System Manager DNS SRV records Advanced load balancing techniques Automatic Entity enable/disable via OPTIONS check Random distribution Priority and weighting SIP Load Balancing Servers with different performance

40. Application Policies If not on VIP list, then Forward to voicemail If on X list, then begin….. SessionManager Media Path - Voice Extend existing functionality with application sequencing Rapid SOA Feature Development Platform SIP Foundation Server ANS Healthcare Call Analyzer Hospitality Communication Manager

41. IP Phone “Push” Display TTS Voice Email SMS SessionManager Patient’s Family Housekeeping Aura Integration with Business Process ManagementProcesses now have a “Voice” Business Process with Integrated Aura Services Room 201 ready for next patient SIP Foundation Server Find doctor to approve patient discharge ANS Notify nurse and pharmacy Sanitize room 201 Approve!

42. MM MX App VP App CM SIP Foundation Server PSTN ITSP 1 SessionManager SES (S8510) ITSP N TDM Trunks SBC SBC The “Outside World” Public networks Security Module SM100 G860 Migrate at Your Own Path, Your Own Pace Avaya one-X® endpoints o o o PRI

43. A Fundamental Shift in Avaya Architecture • Multiple Protocols => One protocol (SIP) • One protocol for all communication services • Multi-vendor interoperability • Session Manager provides adaptation modules • Session Manager => New Routing Core of the Communications Network • Carrier class scalability • Geographic Redundancy • SIP as core unifying protocol • Telephony Network => Real-Time Multimedia Communications Network • Seamlessly blend voice, video, whiteboarding, IM, and file sharing into a single integrated session • Load share SIP feature servers for scalability and redundancy • Loose coupling to quickly add/upgrade features • Centralized/Monolithic Apps => Distributed/Component Services (SOA) • Features designed/deployed as modular services • Flexible licensing capabilities • Session Manager Provides Platform for Future • Extend existing applications via application sequencing • Business Process Integration via Web Services • Rapid feature development, flexible licensing to extend the right features to the right people

44. thank you A New Era of Business Communications © 2009 Avaya Inc. All rights reserved.