SIP, IM, Presence and the Enterprise: A Roadmap for Deployment

1. Anwar Siddiqui Avaya CTO sip:anwars@avaya.com SIP, IM, Presence and the Enterprise: A Roadmap for Deployment Venky Krishnaswamy Avaya Labs Research sip:venky@avaya.com

2. IM and Voice in Most Enterprises Today • Voice and IM silos • Individually: Fairly rich communication model • Together: Today -> no synergy; Interaction left for user to manage PBX

3. State of Convergence at Many EnterprisesToday! • Converged Networks today • Provides IP network Connectivity • Provides High Reliability • Software and Servers are hardware agnostic • Open Standards are being embraced • Networks are engineered for QOS & Security • But …today • Multiple phones, mailboxes… • Not always dependable IM • Limited access to portals.. • What if it all worked together!

4. Presence-Enabled IP SoftPhone • Presence-enabled contacts/speed dials. • Integrate voice with IM • Interoperates with existing devices and infrastructure. Media Server and Gateway SIP Proxy/Registrar/Presence Server

5. 1. Conferees list 2. SIP Dialogue Event State 3. Whisper an IM IM IrDA Enhanced Conferencing PC Clients(Soft Phone) PC Clients(Soft Phone) AUDIO IM Digital Sets 4600 IP IP Phone

6. Do u want to accept the call Call you back in 5 min Instant Message 3 Call you back in 5 min MESSAGE SUBSCRIBE/NOTIFY (MWI) Let me know about new Message from X 4 MESSAGE EC: 74608 2.5G/3G Ext: 74608 Extending the Virtual Enterprise IM + Presence Based App INVITE 2 Call 74608 1 INVITE X IP PBX

7. Presence+IM+Voice => Converged Communications Reach the right person at the right time for the right purpose at the right device. • Presence is not sufficient; needs to be incorporated into an Availability model. • Needs to include all modes and devices to be truly useful. • Needs to be sensitive to business practices and policies to be practical. • Needs to be incorporated into a variety of communications applications. • User model needs to be compelling and trivially easy-to-use

8. Deploying Converged Communications: Key Challenges • Privacy and Security. • Reliability. • Incorporate existing networks and devices. • Operation across domain boundaries. • Managing distributed user and state information. • Policy administration and management. • Identify compelling new applications and value to the end-user or IT manager that will encourage upgrades, migration and adoption of new paradigms.

9. SIP UA IP Phone, PC, Apps B2B UA Feature svr, App svr Redirect Server + Return new location Proxy (Stateless) Route call requests IP PBX Servers & Gateways Proxy (Forking) Route call requests Tracks Users Presentity Presence Mappings from names to contacts and locations Registrar / Location Servers Roadmap for Infrastructure Evolution • Step 1: Add VOIP Network Elements to Existing Enterprise Network • Step 2: Add Software Upgrades with SIP Features to Existing Servers and Gateways • Step 3: Deploy New SIP Based Applications and Services as needed • Provide value added applications enabled by SIP • Provide existing feature transparency. • Users have best of both worlds. Current Enterprise Infrastructure End Devices Voice Messaging Server Unified Messaging Server

10. Managing Distributed State: Session, Presence, Device • Centralized, Distributed, Hybrid • Current state. • Preferences. • Active entities: PBX? App Server? Proxy? Intelligent End-Point? Thin-Client? PC?

11. Next Generation User Communications Model • Why: • Need to adapt communications interfaces to the roles people play and tasks they perform in a business environment => Quantum leap in productivity. • Need to simplify communications interfaces while simultaneously satisfying sophisticated (and constantly evolving) user expectations => Adaptive communications. • Approach: • Extensive use of communications assistants. • Domain-and context specific feature intelligence (“Capture the intent of the call”). • Leverage multi-modal interfaces: Speech, Device displays, Soft clients • Service customization: Visual service creation tools; tuning wizards; automated learning

12. Solution components • Network-based communications assistants (Role/Behavior templates, Domain templates) • Communication flow design (Standard/Default flows; flow customization tools; tuning wizards; learning wizards; flow authoring tools; web services links to business logic) • User-experience rendering: Speech dialogs, Device control (Displays, Soft Keys, Alerts etc.), Soft Client control (Web/web services user interfaces). • SIP: • Programmable communication elements, Flexible routing, Dynamic capability discovery and negotiation, Management of multi-media and multi-modal sessions

13. Example End-To-End Session (Generic) • Before the Call: • Caller: • Calendar, Directory, Callee Availability. • Call initiation assistance, Statement of Intent • Callee: • Determination willingness to communicate with caller. • Determine applicable/available media and modes • Call Disposition: • Connect, Defer, Refer to alternate mode/channel,Automatic Coverage, User-controlled re-route. • During the call: • In-call feature invocation such as hold, transfer, conference,etc. Additional modes: Video, IM, Collaboration • Information exchange (e.g: Vcard, VCal) • After the call: • Post-Call assistance: Schedule follow-up, Add to address book, Save notes etc.

14. Multi-modal Personal Assistant Lookup www.whitepages.com <selection of 14 Does formatted as web page> “Listing for J. Doe in Hope, Arkansas, please” Select John. P. Doe; click to add vCard to personal directory Click to call John. P. Doe at 870-555-0001 • Web, telephony and directory integration – combine information access and communication in natural and easy-to-use scenarios.

15. Extending the reach of “telephony” devices Customer: “I need a detailed breakdown of the market analysis quote you gave me yesterday” Access files, personal directory and email functions using display and navigation keys Salesperson: “Sure – I’ll email it to you right now” Customer: “Got it, thanks! What’s this $102,460.09 charge at the bottom for?” Salesperson: “Oh – that’s the charge for expediting…I can have the market analysis sent to you within minutes” • Telephony, multi-modal device and enterprise data/application integration – satisfy the ‘intent’ of communication expeditiously.

16. Summary: Value Propositions for Converged Communications • Productivity applications targeting enterprise users: • Integration of voice, IM, other media • Presence, location and mobility based solutions • Modular application components that can be readily integrated to enable value add solutions to the enterprise • Personalized/Customized communication services integrated with business processes, policies and workflows. • Evolution: • Leverage existing infrastructures and installed base • Feature transparency between traditional and IP endpoints • Reliable and scalable solutions • SIP as integration protocol: • Deliver value across a distributed infrastructure consisting of traditional (TDP), proprietary IP and SIP-based endpoints and network components