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Enterprising with SIP Anwar Siddiqui M-H. Carolyn Nguyen Venkatesh Krishnaswamy William Walker

Enterprising with SIP Anwar Siddiqui M-H. Carolyn Nguyen Venkatesh Krishnaswamy William Walker. Presenter: M-H. Carolyn Nguyen Director, Converged Communications Applications mhn@avaya.com +1 (202)-220-7320 sip:mhn@avaya.com. Converged Communications. Rich multimodal user experience

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Enterprising with SIP Anwar Siddiqui M-H. Carolyn Nguyen Venkatesh Krishnaswamy William Walker

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  1. Enterprising with SIPAnwar Siddiqui M-H. Carolyn Nguyen Venkatesh Krishnaswamy William Walker Presenter: M-H. Carolyn Nguyen Director, Converged Communications Applications mhn@avaya.com +1 (202)-220-7320 sip:mhn@avaya.com

  2. Converged Communications • Rich multimodal user experience • Dynamic applications • Comm-Enabled Business Processes • Built on Converged Networks Converged Networks • Integrated voice-data applications • Distributed apps over either traditional or IP infrastructure • Deploy and leverage IP infrastructure The Three Phase Evolution to Converged Communications Federated Services IP QoS Traditional • Separate voice and data networks • VoIP Gateways BestEffort ModularSystems DistributedSoftware & Systems Integrated

  3. Customer Imperatives Drive Convergence User Imperatives • Mobility • User control • Ubiquitous access • Any device, any process, any network ConvergedCommunications • Rich multimodal user experience • Dynamic applications • Comm-enabled business processes • Built on converged networks Business Imperatives • Cost reduction • Business continuity • Employee productivity • Revenue growth • Customer loyalty IT Imperatives • Rapid deployment of new apps and services • Investment protection • Employee productivity, flexible business models • Cost reduction

  4. ConvergedCommunications • Rich multimodaluser experience • Dynamic applications • Comm-enabledbusiness processes • Built on converged networks Presence Server SIP endpoint Context Server SIP endpoint Application Services Comm App Svr Service Registry SIP endpoint Telephony App Svr Existing comm svr Session Services Existing endpoint eBusiness App Server IP endpoint Existing apps SIP Enables Converged Communications The Right Person, in the Right Place, at the Right Time, the Right Way • URI Supports Multimodal Communication and Mobility • WTI Facilitates Adding Communication Capabilities to Business Apps • Communication Applications Become Modular & Distributed • Services Based Framework for Communication • Integratibility of Communication Services

  5. State of Convergence Today! End user view Need Converged Communication Applications that Yields Higher Productivity and Better Service Integration • 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 • Though my Phone works but multiple • Though my Voicemail works but multiple • Though my Email Works but multiple • Though my IM Works but not dependable • My HR Portal Works but limited access • What “IF” it all worked together!

  6. Add value “today” but cannot give up Open Software and System Architecture Feature Transparency Operational Challenges Fork Lifting is Expensive Multivendor Solution is a Must Better Service Integration with Service Providers Interoperability Rules! Add value today but now willing to give up Open Software and System Architecture Feature equivalency Operational Challenges Fork lifting is expensive Multivendor Better Service Integration Interoperability Multiple Enterprise Service DomainsIntegration of Enterprise Features across Service Domains DOMAIN Access Proxy avaya.com Firewall ALG Proxy avaya.com CORE Proxy avaya.com dr.avaya.com Edge Proxy mv.dr.avaya.com im.dr.avaya.com tts-cpl.dr.avaya.com presence.dr.avaya.com Presence Server (Aggregation, Rules, Pr. gateway etc.) MV Voice Feature Server (B2B UA+ Voice UFP) IM Server (Chat, Recording, FCC Reqs etc.) Various App Servers (CPL, VXML, IPTML etc.)

  7. Hand held IP Device Text Mode IP Phone Application IP Soft Phone Various Communication Device/Client/Agents/Applications/Network/Service Analog Phone Cell Phone CONSUMER Building the Enterprise Presence Infrastructure Presence & Availability Server Presence Server Presence Sharing Presence Gathering Presence & Availability Query/Fetching Presence Query/Fetching Speech PRODUCER

  8. Using Presence for Business ContinuityEnhance the Enterprise Buddy list • Desk phone, cell phone is also part of a buddy list • Polite calling: If phone is busySend IM • Presence/availability based call completion Reduced VM, call setup time and resources SP SIP SUBSCRIBE/NOTIFY SIP SUBSCRIBE/NOTIFY ENTERPRISE BUDDY LIST Any Phone SIP, H.323, DCP, Analog, Voicemail etc.

  9. Softphone IM Integration Feature Rich Telephony Telephony Features SIP IM/Presence Client SIP IM Feature Rich Telephony Softphone Presence Server IM Integration Jabber IM Server IM Server Telephony Features (Chat, Recording, FCC (Chat, Recording, FCC Reqs , Gateway etc.) SIP IM Reqs , Gateway etc.) SIP IM/Presence Client Adding Value to Enterprise TelephonyInstant Messaging and Presence IP Application Enterprise Communication Server Endpoint Wireless Carriers Existing IP telephony IP Network AOL MSN Yahoo Any Phone (SIP, IP, digital, analog) Enterprise IM/Presence Consumer IM Enterprise Telephony features +Instant Messaging/Presence

  10. 1. Conferees list 2. SIP Dialogue Event State 3. Whisper an IM IM IrDA Integrating Multiple Modes of CommunicationEnhanced Conferencing PC Clients(Soft Phone) PC Clients(Soft Phone) AUDIO IM Digital Sets 4600 IP IP Phone

  11. Web Page with Contact info + vCard INVITE 3XX REDIRECT Eric Push URL Language == FR Messaging TUI == ARIA INVITE(Feature tag == Eric’s TUI Type) 200 OK + SDP RTP Audio+ Multi-Part MIME John’s Vacation Message John’s vCard Best way to Contact John HTTP John Improving User Control while Reducing Cost SIP Enabled Messaging SIP Enabled Voicemail Integration with HTML VoiceXML TTS

  12. Improving Employee Productivity Enterprise Roaming (E-Roaming) in Virtual Enterprise Service Provider Network Enterprise Enterprise Communication Server In-building Wireless Access Point 3G SIP Wireless Carrier Features in Service Provider Domain 3G SIP PBX Telephony Features in Enterprise Domain Cellular Device Capabilities are Converging

  13. 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 Rapid Deployment of New ServicesExtending the Virtual Enterprise IM + Presence Based App INVITE 2 Call 74608 1 INVITE X IP PBX

  14. Creating Customer LoyaltyLeveraging IM & Presence for Contact Center Web Site Customer eContact Center Agent Monitoring Events Browsing Option: Click to communicate IM: “How can I help you?” eContact Center Agent Offers to Help • Reduced waiting time in the queue • Agent-initiated customer contact. • Unobtrusive monitoring of customer session • Timely intervention for help • Context is available.

  15. 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 Evolving to SIP Based Converged Communication • 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. • As usage patterns evolve, migrate to a “pure” SIP topology Current Enterprise Infrastructure End Devices Voice Messaging Server Unified Messaging Server

  16. Summary • Converged Communications is a Must to Satisfy Enteprise Needs • Convergence of networks is “necessary” but not “sufficient” • SIP is an Enabler for Converged Communication • SIP addresses business, IT, and user imperatives • Enterprise Applications are Inserted at Various Service Points • At the end devices (UA) • Telephony features as B2B UA • Add IM and Presence to create enhanced services • Better network service integration using SIP for extensibility • Enterprise Will Migrate to SIP if There Are Demonstrable Values • In large enterprises, the only practical deployment choice is evolutionary • SIP solutions must interoperate with other enterprise communication services

  17. Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™FIFA Women’s World Cup 2003

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