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John Gavin Application Specialist

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1 John Gavin Application Specialist
MM on the Move Avaya Modular Messaging Features, Capabilities and Customer Benefits John Gavin Application Specialist

2 Avaya IP Messaging Portfolio
Eyes-free, hands-free, speaker- independent, speech access Voice mail & Calendars Directories Calling & conferencing Connect all your voic systems together Protocol conversion for network co-existence Hub & spoke or bridged network topologies for reduced management & administration Directory management Enterprise lists Next generation IP messaging solution to support traditional and IP telephony alike Scalable & reliable IP messaging solution Centralized messaging to consolidate & extend Unified with clients or store Integrated mobility applications Modular Messaging Message Networking UCC Speech Access Avaya IP Messaging This diagram provides an overview to the Avaya IP messaging portfolio and where each product belongs into the overall solution. However this presentation will only focus on MM R3. Modular Messaging The cornerstone solution is Modular Messaging. This is a standards-based messaging solution that can be implemented as a stand-alone voice mail system with or without access from and browser clients, or implemented using Microsoft Exchange or IBM Lotus Domino as the message store. A single Modular Messaging system can have any combination of the Modular Messaging Aria, AUDIX, or Serenade telephone user interfaces (TUIs) making it easy for customers to migrate their user base. There are a number of reliability features that maximize the availability in an IP world. Modular Messaging is scalable to 144 ports with the Avaya message store and to 240 ports with an back end, so it is highly scalable meeting the needs of large customers and those looking for server consolidation. Modular Messaging has a number of enhanced mobility capabilities built in helping to bring together real-time and non-real-time communications. UCC Speech Access UCC Speech Access, as the chart shows, provides eyes-free, hands-free, speaker- independent, speech access to a virtual desktop. Don’t be confused by competitive offers. UCC is much more robust than the other solutions providing greater access to these capabilities and greater empowerment in terms of what you can do with them and how easy it is to use them. Message Networking Modular Messaging, being standards based, supports SMTP/MIME as its networking protocol. To allow it to co-exist within an existing messaging network of Avaya and non-Avaya voic systems, we’d deploy Message Networking which will provide protocol conversion allowing all traditional Avaya messaging systems to continue to use their optimum protocol. In addition, it allows customers to move to a hub & spoke network for transport and directory management thus reducing management and administration costs, and can ease the migration to a full IP messaging network in the future. It also has a robust Enterprise List tool specifically designed for sending messages to diverse groups across multiple locations.

3 Avaya Modular Messaging
Message Networking UCC Speech Access Avaya IP Messaging Modular Messaging Modular Messaging The cornerstone solution of the Avaya IP messaging portfolio is Modular Messaging. This is a standards-based messaging solution that can be implemented as a stand-alone voice mail system with or without access from and browser clients, or implemented using Microsoft Exchange or IBM Lotus Domino as the message store. A single Modular Messaging system can have any combination of the Modular Messaging Aria, AUDIX, or Serenade telephone user interfaces (TUIs) making it easy for customers to migrate their user base. There are a number of reliability features that maximize the availability in an IP world. Modular Messaging is scalable to 144 ports with the Avaya message store and to 240 ports with an back end, so it is highly scalable meeting the needs of large customers and those looking for server consolidation. Modular Messaging has a number of enhanced mobility capabilities built in helping to bring together real-time and non-real-time communications. To provide user‘s with a unified desktop solution does MM work with any IMAP4 capable client and provide add-in applications for MS Outlook and Lotus Notes. This ability to see all messages stored in a user‘s Modular Messaging mailbox is independent whether a fully unified system with an store integration has been deployed or a standalone voic system with an Avaya message store.

4 Messaging Flexibility & Investment Protection
Modular Messaging Size as you need it Small to large Can grow and evolve in step with your IP Telephony system Choice of store as you have it Avaya Message Storage Server (standalone) Microsoft Exchange, IBM Lotus Domino (fully unified) Resilient as you want it Standard availability message store with single application server High availability message store, N+1 redundancy with application servers Offline call answer, offline TUI access Familiar as it should be Choice of telephone user interfaces: Aria ®, AUDIX ®, Serenade® Choice of languages for the user and caller Integration with existing Avaya and IT applications for support Modularity and flexibility is the key: It should be the customer‘s choice what he gets, depending on his needs. A single Modular Messaging system can consist of up to 5 (with Avaya message store) or 10 (with message store) MAS Messaging Application Servers that host the ports and provide the interface between the central mailbox store and the outside telephony world. The customer can start small with a single system and add ports and MAS application servers as his resilience or port capacity needs grow and require. A single Modular Messaging system can host up to 10,000 mailboxes on an Avaya message store server (MSS) or up to 100,000 if an backend store like MS Exchange or Lotus Domino is used. If more mailboxes are required, then separate systems can be networked together to provide an even bigger environment. Every customer wants a unified voic system, however the level of unification differs and is often dictated by corporate processes and security needs. MM offers the customer the choice ranging from a standalone voic system to various levels of integration into the existing data infrastructure to storing all system, user and message data centrally in the user‘s mailbox hosted on MS Exchange or Lotus Domino. Disregarding of the storage does MM offer a variety of backup and resilience options. If an store is used, then every backup or security mechanism already in place for it can be used for the additional messages received or created by Modular Messaging thus giving voic automatically the SOX compliance a customer has in place for his communication. A standalone Avaya message store can be backed up automatically to DVD ROM or onto a network drive via LAN connectivity. On the port level can MAS application servers back up each other and provide load balancing. If one MAS application server fails can calls be rerouted to another one without callers nor users experiencing any loss of functionality. To make Modular Messaging the obvious choice for customers that want to refreshen their existing voic environment can MM provide users with their telephone user interface of choice in multiple languages. The classic Avaya interfaces ARIA, AUDIX or SERENADE on MM make sure users can just start using a new Modular Messaging system and the need for end-user training can be kept at a minimum. If a customer wants to start with traditional telephony and later migrate to IP telephony will MM follow any customer on this path. MM provides a choice of connection methods to Avaya and other major vendor PBXs.

5 Stay On Top Of Your Messages
Message Waiting Indication Call Me (Rule-based message notification outcall) Notify Me You have received a voic Unified desktop (Outlook, Notes, any client) Web User Interface In our current fast moving and changing world where everybody seems to become overwhelmed by the amount of messages and information available, it is the more important to be able to access ones messages whenever needed with whatever device is available. Notifications for messages should be delivered to wherever I am, but only for those messages that I am really waiting for. Unified Desktop: Modular Messaging offers users the choice of accessing their messages by using an existing client application via a standard IMAP4 connection or with additional add-in applications for MS Outlook or Lotus Notes. This provides users with a unified messaging look-and-feel combined with an ease-of-use disregarding of the storage type used. Web User Interface: If an Avaya message store (MSS) is used then the additionally (free of charge) provided Avaya Web Messaging Application can be installed on any web server and used to access the mailbox on Modular Messaging, as well as, another account via IMAP4. In case a fully unified storage on an server is used, then any existing web application to access a user‘s mailbox becomes automatically the means to also access any messages deposited by Modular Messaging. Message Waiting Indication: The message waiting indication (MWI) at a user‘s phone has been and is still THE notification that a caller left a message. Modular Messaging of course provides this with additional flexibility. CallMe: If a users is not at his desk, he will not be able to see and message waiting indication on a phone. In this case can Modular Messaging make outgoing calls to actively notify users. These notification calls can a user activate via rules and with it specify different phone numbers depending on time-of-day, day-of-week, the sender of a message and, of course, the message type and importance. NotifyMe: If a user rather wants to have a written notification, can Modular Messaging send an message to one or several SMTP addresses, which could be a standard account or also a Blackberry account. By sending such a notification message to an SMS gateway may users also receive SMS notifications to their mobile phone.

6 Keep Track Of Your Calls
Call forwarding based on user defined rules (time, day) Forwarding to one or more numbers filter calls by caller name (Call screening) Find Me If you are out of the office, then often the only way for users to keep track of calls is to do a fixed call forwarding on their desk phone to a mobile phone with their mobile phone mailbox answering missed calls or to a team secretary/assistance. This fixed call forwarding breaks the communication flow and removes any calls and any messages received on the mobile phone mailbox from a company's communication environment. So apart from the fact that any proprietary information that a caller has for a user ends up with another person or on a mobile phone mailbox and such can create possible legal implications, such an information cannot easily be used in company processes any more, like forwarded or replied to. This makes communication hard and slow, which is something to be avoided if a company wants to be competitive today. FindMe: Modular Messaging offers the users the option of having all their calls that are forwarded from their corporate extension to their corporate voic mailbox to first be forwarded to the number under which they are currently available – based on time-of-day, day-of-week rules -. The Modular Messaging system screens all calls by asking the caller to speak his name and then present a recording of this name to the user, giving him the choice to accept or reject the call. That way can users decide when calls are forwarded, to which destinations and, of course, which calls are important enough to be taken. If a user rejects or he cannot answer a call will Modular Messaging present the caller with the user‘s personal greeting and offer the choice of recording a message or breaking out to an assistance by pressing ZERO. Caller Notification: When at a desk do callers normally have a missed calls list. When on the road then keeping track of missed calls can be a problem. Modular Messaging can offer callers the option of having a user notified of his call. A caller simply presses a button when listening to a user’s greeting. The notification sent is a plain text message with call specific data, like DID number, time of call, etc. to one or several SMTP addresses. If such a notification is sent to an SMS gateway, will users receive an SMS notification of missed calls. Caller Notification

7 Offer Your Callers The Service They Deserve!
Find Me …please speak your name after the tone so I may say who is calling. (Call Screening) …please stay on the line. I am trying to locate John Doe. (call forwarding) Auto attendant directory dialing …please enter the number of the person you wish to call… …please spell the name of the person you wish to reach… Call Notification …receive an SMTP message with information on your missed call! Personal Assistant …please press [0] and you will be transferred to my personal assistant! Caller Applications …caller menus …information numbers …leaving messages …call transfer …options based on holidays and time-of-day. In today‘s ever more competitive landscape it is more and more important to offer callers the options of communicating easily and receiving the level of speedy response they expect. FindMe: The one-number mobility service provided by Modular Messaging. Instead of going straight to recording will MM try to forward the call to one of the numbers a user specified in time-of-day, day-of-week based rules. To give a user the option of hiding and only accepting those calls he is waiting for will Modular Messaging screen all calls. I.e. it will ask the caller to speak his name and will then play a recording of this name to the user giving him the chance to accept or reject a call. Any rejected or unanswered calls will go into a user‘s mailbox, where a caller has the option of leaving a message or be transferred out to assistance by pressing ZERO. With this feature a user no longer needs to make all his numbers known. The office number will do and MM will make sure any important call will be delivered to the user or offer the caller the option of leaving a voice message on the corporate voic system. Caller Applications: Callers sometimes want to be able to self service their need. Just some piece of information or perhaps to be transferred to a group or person flexibly. Linked to a specific mailbox, extension or simply standalone can MM provide the means to play announcements to callers, record messages that are delivered to an or voic mailbox and transfer calls. These options can stand for themselves or be combined in DTMF based menu structures. Time-of-day or holiday dependencies for such menus or caller applications give system administrators the flexibility to easily create self service solutions for their callers at no additional cost. Call Notification: A caller can request a notification. Like a missed calls list, but on demand and delivered as text message with call specific information to a configured account. If an SMS gateway is available, then this notification can also be sent as an SMS to a mobile phone. Personal Assistant: Some callers ending up in a mailbox do not want to leave a voic , but want to speak to a live person. By pressing ZERO any time during the greeting will a caller be transferred to the personal assistance of the user or a centralized reception desk. AutoAttendant: A caller that does not wish to leave a message may be offered the option to be transferred to another employee or extension of his choice. By either entering the extension number or spelling the required subscriber‘s name will a caller be transferred for live personal caller care. Multilingual System Prompting: A Modular Messaging system may host all 3 telephone user interface (TUI) variants (ARIA, Audix, Serenade) simultaneously, as well as, several different system prompt languages. Users and callers alike are so able to use the system in the TUI and language that they require. Multilingual System Prompting

8 Lower TCO Through Consolidation and Simplification
Lowest Cost Least Risk Most Effective Communications Highest Levels of Productivity Simplest Lifecycle Management Servers PBX MSS MN MAS UCC SA System 1 System 2 Lower Cost Less Risk Improved Communications Increased Productivity Simpler Lifecycle Management Using a single vendor strategy helps streamlining the administration staff and build the knowledge to work with the voic systems, to do moves-adds-changes and maintenance. To really lower the total cost of ownership and minimize risks does it make sense, to centralize the voic systems and follow the deployment of IP telephony. This also ensures the simplest lifecycle management of hard- and software and, of course, the most effective communication along with highest levels of productivity by providing users a seamless communication environment. Savings comes from lower server acquisition costs (including lower mailbox licenses with 9 tier pricing) per VMD. Lower installation (not as many sites to install), lower maintenance over a 5 year period (lower per mailbox maintenance pricing for large installations and less hardware to maintain) Savings for some customers as an example 150+ sites consolidated to 4 regional centers can save up to $5M over 5 years. Let us run a TCO analysis of your current VM network and see what is possible to achieve SIP will allow further savings because of 48 ports per MAS (lower acquisition costs) and allow remote PBXs to be tied into Centralize VM server on a Peer to Peer path versus the traditional PBX networking approach so not all voice traffic will need to pushed across the network reducing bandwidth requirements and PBX resources

9 Modular IP Standards-based Architecture
1 Web Access Modular Messaging Message Storage Options 2 Speech Access Web Server Microsoft Exchange or Speech Access PBX Avaya Message Storage Server (MSS) MAS or MAS IBM Lotus Domino (With MM 1.1, and subsequent MM release) 3 Multi-vendor Switch Integrations 4 Scalable Messaging Application Servers End-user clients IMAP, Outlook Add-In, Web Client Notes Add-In IP Messages SMTP/MIME 5 Message Storage Server Options Message Networking to Avaya & other messaging systems MN 6

10 Availability and Redundancy
Network Server Modular Messaging LAN Application Servers (MAS) x offline store Central Store x PBX offline store If a MAS is unavailable: MM system is still fully operational ! However capacity is reduced MAS returns to service transparently If a Mailbox store is not available: Callers can still leave messages on MAS Offline Access to call answer messages Consolidation when store service resumes Modular Messaging as the ideal voic platform to centralize and standardize a company‘s voic infrastructure of course offers also the different levels of resilience so that customers can receive the level of availability and stability as they are used by Avaya and its other applications. From a single application server, standard availability store-system to a critical reliability system with multiple MAS application servers and a store that can reside on an cluster or a highly reliable Avaya Message Storage Server. A customer can choose. Resilience for MAS application servers and call answering: For MAS application servers do not host any primary user, system or message information does a user or caller not depend on accessing a mailbox via a specially dedicated server. Application servers can provide live backup to each other or load balancing. If one server fails or has to be taken offline for any reason will the system still carry on answering calls and providing users with access to their mailboxes or callers with the ability to leave messages, still the total number of available ports may be reduced. Resilience for the message store: Due to unforeseen reasons may it happen, that the message store is not accessible by the MAS application servers. In this case do they go into a so-called ‚offline mode‘. Without interruption will they carry on taking calls and playing announcements. If a caller records a message for a user mailbox is the message buffered locally and later, when the store is available again, transferred to the central mailbox store. Additionally may an administrator activate an offline storage folder. This folder can reside on a file server on the customer network or could be a folder on one of the MAS application servers. Any call answer messages left during normal or offline working mode would now be kept in this offline folder as a duplicate for a configurable number of hours and after that aged and deleted automatically. If callers on the road want to access their messages, they will be notified by the system during login that the system is not in a normal working mode, but will be granted access to all messages left during the offline period and to any messages residing in the offline folder. Whether desktop users are still able to access their Modular Messaging mailbox from their graphical user interface depends on the status of the storage server and the network connectivity between their desktop and the central message store.

11 Migrate your users at ease
* IBM Lotus Domino currently supported with MM R.1.1 Serenade-like TUI Aria-like TUI AUDIX-like TUI Modular Messaging IBM Lotus Domino* Microsoft Exchange Avaya Message Storage Server Migrate to the latest and greatest IP messaging: Leverage the user experience Leverage the admin experience Migration pricing incentive Migration services for configuration and data Network seamlessly with other voic systems Migration of system data and messages Octel® 200/300* Serenade Octel® 250/350 Aria Intuity™ AUDIX® MAP 5, 40, 100 Leverage the user experience Modular Messaging AUDIX TUI Modular Messaging Aria TUI Modular Messaging Serenade TUI(R3) UCC Speech Access voice recognition interface Web Browser Clients Leverage the admin experience Mailbox Manager Avaya Integrated Management Avaya Site Administration Avaya Multi-Site Administration Directory Enabled Management(R3) SNMP (e.g. HP OpenView) Microsoft Exchange Admin IBM Lotus Domino Admin Networking Co-exist All sites may use optimal protocol Migration Services Move subscriber and class of service data Move messages Messaging Migration Incentive Program (MMIP) Financial credit for existing mailboxes

12 Modular Messaging 3.0 Feature Details
Now Available! Key: (M) = MSS (E) = Exchange

13 Choice of Familiar Telephone User Interface
User Productivity Choice of Familiar Telephone User Interface Avaya Message Storage Server with MM R2  R3 Microsoft Exchange with MM R1.1  R3 IBM Lotus Domino with MM R1.1  R3+ or AUDIX-like TUI Serenade-like TUI Aria-like TUI IBM Lotus Domino in subsequent dot release Subscriber TUIs Administered per subscriber Common TUIs Caller(R2) Offline Access(R3) Avaya Messaging Application Server Octel® 250/350 Aria Intuity™ AUDIX® MAP 5, 40, 100 Be sure to highlight that Exchange backend customers now have parity with MM 2.0 functionality, plus most of MM 3.0 enhancements (minus CAMRI). Modular Messaging Serenade (Subscriber) TUI Avaya Messages Storage Server (MSS) Microsoft Exchange Assigned on a COS basis … … other subscribers can use AUDIX or Aria Data migrations from O200/O300 to Avaya Message Storage Server (MSS) Octel® 200/300 Serenade

14 MM 3.0 TUI Enhancements User Productivity
Subscribers’ Experience (M)(E) Modular Messaging Aria, AUDIX, & Serenade-like TUIs Consistent Features across TUIs such as: Off-line Storage & Access to Call Answer Messages Record Caller Application Announcements Mailbox Initialization for Recorded Name & Password Audible Hour Glass Enable/Disable Find Me User option to hear Date/Time prior to message playback (Aria) Callers’ Experience (M)(E) Common Caller Interface Improved Multi Lingual Call Answer TTY Hold & Go-Ahead Prompts Holiday Routing for Caller Applications Find Me Music on Hold Administrators’ Experience Each TUI assigned on a COS basis in a single system (M)(E) Data migrations from O200/O300 to Avaya Message Storage Server (M)

15 Web Subscriber Options (M)(E)
User Productivity Web Subscriber Options (M)(E) Subscribers can manage their mailbox from the Intranet Greetings Mobility Options Notification Languages Time Zone Personal Distribution Lists Doesn’t require deployment of additional software to the desktop for managing the mailbox Microsoft Internet Explorer 6.0 Server Deployment Options Co-resident with Web Client Server Standalone Web Server Co-resident with MAS (at lower capacities)

16 Web Client Enhancements (M)
User Productivity Web Client Enhancements (M) Standard Avaya “Look & Feel” Edit Subject Line Outlook Plug-in too! Drag & Drop messages into Save/Delete Folders No pop-up windows New Message Notification Linked to Web Subscriber Options Avaya MSS only Microsoft Internet Explorer 6.0 Microsoft Outlook and IBM Lotus Notes Thick Clients also available

17 Expanded International Support (M)(E)
User Productivity Expanded International Support (M)(E) New Languages TUI Australian English (from MMR2) Korean Hebrew (from MMR2) Spanish (Castilian) Outlook / Subscriber Options Web Client / Avaya Voice Player Chinese (simplified) Chinese (traditional) Japanese Dutch Multi-Lingual Call Answer Per subscriber basis Multi-Lingual on/off Primary, Second, Third language User control via Subscriber Options Match caller’s preference if a local subscriber and language is associated with called mailbox Remote and Outside Caller’s select language choice from menu options

18 User Productivity Languages

19 Industry Leading TTY/TDD (M)(E)
User Productivity Industry Leading TTY/TDD (M)(E) Accessibility for disabled callers and subscribers Section 255 of the Telecommunications Act requires access to telecommunications equipment Section 508 of the Rehabilitation Act establishes purchasing criteria for U.S. federal government agencies Features Provides one mailbox for voice and TTY No button press required in order for a TTY caller to leave a message Language selection prompts played only when needed Includes TTY “GA” (“Go Ahead”) along with beep to record Notes Requires G.711 encoding Not available with IP integrations

20 IP Switch Integrations (M)(E)
IP Telephony Advancements Avaya IP Switch Integrations (M)(E) Session Initiation Protocol (SIP) SIP Enabled MM serves all Avaya endpoints 48 sessions per MAS with new S3500; 20 with S3400 Simplified Administration Fax support targeted for Service Pack post General Availability Octel Analog Networking for MM-Exchange IP shuffling Increase Capacity over H.323 Increase to 30 sessions per MAS with new S3500 SIP Phone Softphone SIP Phone Cisco Avaya SIP Enablement Services (SES) 3.1 Avaya Communication Manager 3.1 Modular Messaging 3.0 Avaya Avaya MAS H.323 Phones or Exchange Avaya MSS Exchange Digital/Analog Phones

21 Multiple Time Zones (M)(E)
System Consolidation Multiple Time Zones (M)(E) Single site to serve needs of many User’s default time zone defined on Class of Service basis Users can modify their Time Zone in Subscriber Options 75 Distinct Time Zones to account for Daylight Savings

22 LAN Back-up (M) Easing Administration DVD Back-up still available
Complete System Back-up & Restore System Data Messages Greetings Recorded Names Can be attended or scheduled and unattended Gigabit LAN available on S3400 & S3500 servers S3400 originaly shipped as R2.0 have 1Gb S3400 servers originally shipped as R1.X are 100 Mb Exchange Back-up available via 3rd Party Tools LAN Network Attached Storage MAS MSS

23 Additional Administration Features
Easing Administration Additional Administration Features MWI Interrogate & Refresh Tools (M)(E) Customer Downloadable Patches from support.avaya.com (M) Improved SMS deployment and simplified installation of desktop clients (M)(E) Latest Operating System Support RedHat Enterprise Linux v4 (MSS) Microsoft Windows 2003 (MAS) (M)(E) Block Call Answer Fax receipt on Class of Service basis (M) Avaya Directory Enabled Management (API) Support (M) Allows for LDAP Synchronization Third Party Development required (e.g. Star Fish) to meet customers’ specific environment

24 New S3500 Messaging Server Hardware Platform Update
Introducing the S3500 server from Avaya All Servers: 3.4 Ghz Intel P4 processor, 2U form factor, 2 GB RAM, Quad hot/swap fans MAS: 2 slot telephony card capacity, 80GB disk space. DVD-ROM MSS-H: 292GB disk space (4 hot-swappable disks), DVD-RAM, Dual hot/swap Power MSS-S: 160GB disk space (2 disks), DVD-RAM S3500 Hardware Upgrade NOT necessarily required for Modular Messaging 3.0 Modular Messaging 3.0 will run on existing S3400 servers, but without performance gains S3500 and S3400 servers can be mixed together in configurations Reasons to consider a new S3500 messaging server: Message Application Server Increased T1/E1 ports per MAS for Intuity/Serenade TUI users Increased IP capacity / MAS 48 SIP on S3500 vs 20 on S3400 30 H.323 on S3500 vs 20 on S3400 Increased Performance Smaller Rack Footprint (2U) Message Storage Server (high-availability) 2500 IMAP sessions (up from 1000) Increased Performance Smaller Rack Footprint (2U) Message Storage Server (standard) Increased Performance Smaller Rack Footprint (2U)

25 Serviceability, Maintainability, & Reliability
Avaya Supportability Enhancements Serviceability, Maintainability, & Reliability Simplified Installation Install Planning Tool 4 Hour target install for new software with a standard MM configuration (single MAS with MSS) Configuration Simplification Reducing the complexity of configuring an MM system. Address configuration consistency between MAS and MSS Error Handling/Logging and Recovery Reworking logging signatures for all logging in the system Work log flexibility/verbosity to make logs more gatherable Bolstered Error Recovery Strategies “MM Snap” tool Provides a reliable, easy to use way to extract useful debug information from a field system

26 Modular Messaging 3.0: Feature Summary
User Productivity Familiar TUIs (Aria, AUDIX, Serenade) Web Subscriber Options Enhanced Web Client for message retrieval Expanded International Support TTY/TDD for callers and users Subject Line Edit IP Telephony Advancements SIP Integration to Avaya Communication Manager H.323 session capacity increase System Consolidation Multiple Time Zones 2,500 simultaneous IMAP sessions Avaya MSS or Microsoft Exchange Easing Administration LAN Back-up MWI Interrogate and Refresh Downloadable patches Call Answer Fax as COS Windows 2003 & RedHat Enterprise 4 Avaya Directory Enabled Management API (LDAP Synchronization)

27 Case Study Investcorp International Uses an Avaya Mobility Solution to Maintain Contact All Around the Globe Challenge Investcorp International wanted a communications platform that would link its worldwide employees by enabling them to use any telephone, anywhere in the world, therefore enhancing user mobility. Solution Avaya Modular Messaging enables Investcorp employees to communicate anywhere in the world as easily as they do in the office. By tapping the capabilities of Microsoft Exchange, Avaya Modular Messaging can collate all voice mail and messages to a recipient on the same computer screen. Value Created Consistent, branded customer experience through Avaya Modular Messaging which collates all voice mail and messages to a recipient on the same computer screen, in chronological order. Faster linkage of people, processes and resources with Avaya Modular Messaging which connects the employees that typically generate 5,000 to 7,000 messages daily, during a workday that stretches across a dozen time zones. More agile, secure and reliable operations because Avaya Modular Messaging enables mobile professionals to access all types of messages – voice, , and fax – through a single interface. Allow mobile knowledge workers to manage their time more efficiently, because they can select the access tool of their choice – their computer or any telephone, anywhere in the world – and work with all their voice, , and fax messages in one session. Leverages the capabilities of Microsoft Exchange to make voice messages as versatile as messages. They can be stored, forwarded, filed, and reused by everyone involved in a business deal. Provides control over communications. Staff can choose where and when they deal with all messages without having to switch between the phone and PC.

28 Case Study With Avaya Modular Messaging, International Legal Eagles Keep in Touch No Matter Where They Fly Challenge The lawyers at Richards Butler wanted their clients to feel that they can contact a lawyer at the firm at any time, whenever the need arose. Solution Richards Butler is using Avaya Modular Messaging to access and manage voice, fax and messages through either a multimedia PC, a mobile or fixed-line phone, or through any Internet connection. With all messages stored in a single Microsoft Exchange inbox, users can access their messages, see the subject of each message, when it was sent and by whom. Users can then easily access, store, file and organize all their messages through their preferred media interface. Value Created Consistent, branded customer experience by enabling lawyers to change plans at a moment's notice ─ to walk into an entirely new situation ─ and need only a mobile phone to remain entirely connected to the office. Eliminates the uncertainty of not knowing when, where and how lawyers at the firm can access messages Intelligent, personalized interactions with customers by allowing lawyers to respond at any time, anywhere in the world, to any sort of conflict, concern or questions regarding their clients. Faster linkage of people, processes and resources by enabling lawyers to manipulate messages, extract the important ones and delete the others, to reply by voic , and to collaborate with colleagues in other countries for increased business continuity. More agile, secure and reliable operations by providing absolute control over where messages are sent and received ─ a pre-requisite in the practice of international law. Helps its lawyers ensure that exactly the right people see the right information.

29 Case Study Visiting Nurse Service Relies On Avaya IP Telephony To Deliver Vital Healthcare Services Across the Big Apple Challenge Strengthen system reliability and enhance business continuity to keep essential services flowing under any, and all, circumstances; upgrade to advanced contact center capabilities needed to manage and improve the quality of client service; replace existing telephony service with a less costly, easier to manage platform. Solution A comprehensive converged communication solution from Avaya ensures business continuity and continuous communications across the VNS Metropolitan Area Network. The Avaya solutions created an “always on” intelligent communications environment to support mobile workers and clients by utilizing the latest unified communications and mobility applications. Value Created Faster linkage of people, processes and contact center resources creates more productive internal collaboration for critical services delivery More secure, reliable, and agile business operations to ensure business continuity Converged network management improvements significantly reduce costs and deliver net annual savings of $900,000 Highly efficient contact center delivers more personalized client interactions Mobile workforce drives increased responsiveness to patients with easy-to-use communication tools Brief Synopsis Industry: Name HQ: Location GCI Solution: List AGS Solution: SMBS Solution: Results: How did we change their business? Specific Reach Goals Achieved: Reduce Costs – Do more with less; Optimize operational efficiency and effectiveness Lower Risk – Optimize business control and maximize security or Properly positioned for the future Grow Revenue – Drive revenue and service customers better Business Partner:      Name

30 Case Study Avaya Modular Messaging Office Partners Provides Better Service to Tenants Challenge: Offer multiple clients and tenants a flexible, intuitive, easily accessible messaging solution Solution: Avaya Modular Messaging 3.0 allows tenants to keep familiar user interface and easy access to messages while providing a path to integrate with advanced applications Business value created: Improved client service: familiar interface and integration to . Clients and tenants have choice of TUI Reduced operational cost: servers “flattened” and consolidated in favor of lower administrative and maintenance effort Future-proofed: open standards and SIP support

31 Questions & Answers And Thank You!

32 Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup™ FIFA Women’s World Cup USA 2003

33 User Productivity Languages


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