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© 2005 Avaya Inc. All rights reserved. Avaya vs. the “IP Only Vendors” Technology Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

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Presentation on theme: "© 2005 Avaya Inc. All rights reserved. Avaya vs. the “IP Only Vendors” Technology Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting."— Presentation transcript:

1 © 2005 Avaya Inc. All rights reserved. Avaya vs. the “IP Only Vendors” Technology Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting

2 2 © 2005 Avaya Inc. All rights reserved. “We obtained this information from industry consultants, customers, published research, trade journals and internal research. To the best of our knowledge, this report is based on the most current information available. Although every effort has been made to assure freedom from errors, Avaya Inc. is not responsible for the accuracy of all the information contained in this document.”

3 3 © 2005 Avaya Inc. All rights reserved. Major Vendor Positions in Key Avaya Markets Worldwide Results (Through Calendar 3Q06) SharePositionSharePositionSharePositionSharePositionSharePosition Period Metric Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner Group; [4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] Radicati Notes: * includes hardware and software product support; Siemens includes Siemens Communications and Siemens Business Services Leader Telephony Enterprise Telephony [1] Revenues3Q06#121%#67%#49%#312%#218% Lines3Q06#212%#68%#59%#114%#311% IP Telephony [2] Revenues3Q06#127%#412%#224%#315%#73% Converged Telephony [2] Lines3Q06#124%#411%#224%#316%#73% Revenues3Q06#142%#218%#72%#316%#55% Applications Contact Centers [3] Agents2005#139%#310%#47%#211%#73% Voice Response [3] Ports2004#38%#45%N/A #117%N/A Outbound Dialers [4] Revenues2005#230%#310%N/A Enterprise Messaging [5] Revenues2005#127%#65%#49%#225%N/A Unified Messaging [6] Revenues2005#126%#65%#49%#225%N/A Unified Communications [7] Revenues2006#125%#48%#220%#58%#39% Audio Conferencing [4] Revenues2005#134%N/A #228%NA Services WW CPE Maintenance [3] Revenues*2005#27%#181%N/A NA #55%

4 4 © 2005 Avaya Inc. All rights reserved. Magic Quadrant for North America Enterprise Telephony, 2003 9 September 2003, Gartner M-20-7834 The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Acknowledged Leadership

5 5 © 2005 Avaya Inc. All rights reserved. Analyst Observation - Gartner Magic Quadrant for North American Corporate Telephony, 2004 16 August 2004, Gartner Markets, M-23-2613 The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

6 6 © 2005 Avaya Inc. All rights reserved. Gartner Lists Avaya in Leaders Quadrant for North American Corporate Telephony, 2005 Magic Quadrant for North American Corporate Telephony, 2005 Jay Lassman, Rich Costello, Jeff Snyder August 12, 2005 G00129308 Full report is available at http://mediaproducts.gartner.com/re prints/avaya/article7/article7.html http://mediaproducts.gartner.com/re prints/avaya/article7/article7.html The Magic Quadrant is copyrighted 8/12/05 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Avaya.

7 7 © 2005 Avaya Inc. All rights reserved. 2005 Business Communications Review Edwin E. Mier: Which Large PBX Rules?

8 8 © 2005 Avaya Inc. All rights reserved. 2005 BCR Test Highlights Avaya scored the highest ever in 6 years of BCR testing Avaya scored a full 3 points ahead of #2; previous tests were decided by ½ point Avaya scored #1 in 3 out of 5 categories, #2 in others Avaya 2 nd in security by ½ point –“Hidden” slides available to discuss the details Nortel did not show

9 9 © 2005 Avaya Inc. All rights reserved. BCR 2006 Report

10 © 2005 Avaya Inc. All rights reserved. Cisco CallManager

11 11 © 2005 Avaya Inc. All rights reserved. CallManager 5.0 – Option #1 Cisco’s newest version Major changes: –Linux appliance (No more Windows patches!) –SIP and (very basic) presence capabilities Copied several Avaya features –True appliance –Dual partitions Ability to copy in new software while the system runs Ability to go back to a previous version even in smaller single drive servers –No root access (even more limited than Avaya; no Linux access) –Single image (OS and Application) upgrades –Internal firewall

12 12 © 2005 Avaya Inc. All rights reserved. CallManager 4.2 – Option #2 Features not supported in 5.0 –Directed Call Park –Log in/out of Hunt Groups –Call Forward on Non Registered or No Bandwidth –Cisco Unified CallManager Assistant on a phone [no PC app req.] –Cisco Communication Media Module –Department of Defense features (DSCP values depending on priority, and other misc enhancements) –Cisco IOS® Software and Cisco Communication Media Module support for inbound Hookflash for Cisco Unified CallManager and Cisco Integrated Services Routers –Device mobility improvements (intra-cluster) [like ip-network-map] –Complex passwords and password aging using Lightweight Directory Access Protocol (LDAP) –Call Pickup Notification (Audible/Visual) –Voice quality statistics http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_2/rel_note/421cmrn.htm#wp1708005

13 13 © 2005 Avaya Inc. All rights reserved. What Doesn’t Change Cluster approach with multiple servers to maintain Single point of failure with one writeable database (Publisher) Complexity of management, call flows and interactions No stateful failover between servers No hot patches Adjunct server applications and interfaces to manage –E-911 and Crises Alert support (Emergency Responder) –Extension to Cellular (Mobility Manager with Mobile Connect) –Advanced SIP “Presence” – (Presence Server for CCM 5.0 only) –Small Contact Center (Customer Response Suite) –Large Contact Center (ICM, IP IVR, CVP)

14 14 © 2005 Avaya Inc. All rights reserved. CallManager - Choosing an Operating System If you chooses 4.2 –Comes with Windows headaches and cost Per server, 167 minutes per upgrade and $67,559 3 year TCO For Sky City 3 servers might be optimal design (2 at main location, 1 at Travel Center) Use of SRST at Travel Center for survivability might not be adequate for requirements –No support for SIP endpoints or presence If you chooses 5.0(4) –Enterprise running on an unproven platform and considered experimental by customers and partners –Less features than Windows version –Native SIP support but Still needs external server for non-basic presence Advance SIP features for newer Cisco phones only –Interoperability issues with other applications No support for Personal Assistant and Conference Connection Requires specific version of IPCC Express

15 15 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Reliability, Availability, Survivability Cisco CallManager Redundancy Based on “Cluster” Model CallManager “Publisher” is a single point of failure –Impact: Can’t make system changes until Publisher is restored Phones re-register to backup servers if primary server fails Connection-preserving only upon server failure –Active calls preserved, but no features available –Can’t transfer, conference, place call on hold, etc Failover in minimum of 30 seconds Key point: Avaya can configure a similar redundancy model at lower cost

16 16 © 2005 Avaya Inc. All rights reserved. Avaya’s Redundancy Model – Based on Unique Memory Shadowing Approach Single server failure is non- disruptive due to unique Memory Shadowing feature –Full call state preservation; users not impacted in any way Mean Time to Failure (MTBF) S87XX-series Media Server Complex –9 years – High Reliability Configuration A Pair of Appliance Servers X

17 17 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Reliability, Availability, Survivability – Remote Sites Cisco SRST (Survivable Remote Site Telephony): –Router-based –Different, reduced feature set while in SRST mode Does not support various Cisco CallManager applications or services Phone operation is different –When more than 1 CallManager is in a set’s failover list, 30 seconds per CallManager will be added to the failover time –7902, 7905, and 7911 sets take approximately 2.5 minutes to failover Avaya LSP (Local Spare Processor) –Connection preservation; failover in approximately 1 minute –In LSP mode, all features survive

18 18 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager CurrentAnalysis says: “CallManager remains a work in progress.” “Cisco has only recently started to add features common to all traditional PBX platforms.” FEATURES and APPLICATIONS:Differentiators Communication Manager is a Many-Layered Thing

19 19 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Appliance Differentiators Features and Applications - Synopsis Avaya Communication Manager Software supports over 700 system, user, and administrative features Cisco CallManager 4.2 data sheet lists less than 200 Most “vintage” Avaya Definity systems actually have significantly more features than Cisco’s current CallManager versions

20 20 © 2005 Avaya Inc. All rights reserved. CallManager Features Administration

21 21 © 2005 Avaya Inc. All rights reserved. Crisis Alert Crisis Alert is a standard Avaya feature Not available on CallManager To add Crisis Alert capabilities requires adding Emergency Responder –Windows based application –Separate administration –Two servers required for critical redundancy –$$$ Added Cost $$$ Only Avaya allows listen only monitoring of calls that activate Crises Alerting

22 22 © 2005 Avaya Inc. All rights reserved. Emergency Responder – Added Cost MCS 7815 Server Quantity 2 List Price $4,000 Total $8,000 Emergency Responder Software2$5,995$11,990 100 Additional Licenses3$1,000$3,000 SAS Maintenance2$1,199$2,398 TOTAL:$25,388

23 23 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Security / Privacy / Safety Differentiators Avaya has built in E-911 support in Communication Manager which works equally well with any IP infrastructure –Cisco requires a separate Emergency Responder server which would has to be duplicated for redundancy $$$ Additional Cost $$$ –Each site with CallManagers would require redundant pairs of E-911 servers to safeguard against losing E911 support in the event of a WAN outage –Small locations relying on SRST survivability software in routers lose E-911 capability in the event of a WAN-link failure –The ER Windows based servers are administered separately from CallManager

24 24 © 2005 Avaya Inc. All rights reserved. When CallManager 4.0 was announced, Cisco touted the Malicious Call Trace feature – No support over QSIG – No support over MGCP gateways – No support over Analog gateways Avaya Communication Manager Solutions / Cisco CallManager Bottom Line: Malicious Call Trace only works when the malicious caller is calling from the same cluster.

25 25 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Telephony Feature Differentiators Only Avaya has easy to administer and display Abbreviated Dialing –System Lists –Group Lists –Personal Lists Only Avaya allows Group Paging to utilize the speakers of the telephones as a paging system Only Avaya has easy to administer Busy Lamp buttons

26 26 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Telephony Feature Differentiators Avaya’s support of bridging and sophisticated Call Coverage paths versus simple call forwarding from Cisco provides significant power in customizing call handling operations Only Avaya offers Whisper Page to allow a secretary to convey a message to the principle without the person he/she is talking with to hear the message Only Avaya has sophisticated Night Service, SAC, Manual Signaling, Service Observing, Call Vectoring, integrated Extension to Cellular, and many more

27 27 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Security / Privacy / Safety Differentiators Only Avaya supports Security Violation Notification to notify administrator of repeated failed attempts to enter authorization/account codes Only Avaya supports the use of a security code (password) to access Meet-Me-Conferences Only Avaya supports traditional digital phones to provide: –Added resiliency, security, and availability –Protection of current investment (phones and CAT3 cabling) Only Avaya supports “universal” Media Encryption

28 28 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Security - Encryption 7910 7912G 7905G 7936G 7920G 7902G IP Softphone 7935 ATA-186 ATA-188 Do not support Cisco encryption 796x 794x 797x Support Cisco Encryption LIMITED ENDPOINT SUPPORT 7911G

29 29 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager Security - Encryption CISCO ENCRYPTION IS VERY LIMITED No Conference call support No transcoders No media termination points (e.g. MOH) No SIP or H.323 gateways

30 30 © 2005 Avaya Inc. All rights reserved. Sometimes Call Monitoring IS Required…… Law Enforcement agency may require the ability to monitor encrypted conversations Only Avaya provides easy to use, secure Service Observing even with Media Encryption turned on Works seamlessly on encrypted conversations; available Cisco solutions do not Phone type agnostic

31 31 © 2005 Avaya Inc. All rights reserved. 2005 Business Communications Review Edwin E. Mier: Which Large PBX Rules?

32 32 © 2005 Avaya Inc. All rights reserved. BCR’s Security Analysis

33 33 © 2005 Avaya Inc. All rights reserved. Key Points on BCR Security Analysis At the time Avaya Communications Manager, per BCR “does not, strictly speaking, encrypt H.323 call control”, resulting in loss of 1 point –Encrypted H.323 call control was added in CM 3.1 Cisco lost 1 point for lack of universal media encryption, still not available Avaya lost ½ point for “other” such as documentation, services offered, affiliation with 3 rd party vendors, documented enhancements, etc Overall security for CallManager is heavily dependent on L2/L3 infrastructure components and firewalls, some of which are optional, added cost components Six Cisco engineers spent several hours deploying security on site in preparation for the BCR testing

34 34 © 2005 Avaya Inc. All rights reserved. IP-Only Competitor’s Security Issues IPT security approach is heavily dependent on security defenses integral to its Layer 2 and 3 devices and firewall platforms –Conclusion: properly deployed these defenses can be leveraged with any IPT platform, including Avaya’s Relies on integral ‘host-based’ intrusion-prevention-system (HIPS) software modules to protect CallManager servers from high-level assaults –No ability to physically isolate call processing servers from “public IP network” Media Encryption –Not supported on all IP phone models –Only supported on certain gateways –No encryption for conference calls and between clusters –Voice quality drops significantly with encryption enabled (MOS 3.2 vs Avaya 4.3) –15 to 20% reduction in system performance Traditional security risks, i.e. toll fraud protection factored lightly by Mier

35 35 © 2005 Avaya Inc. All rights reserved. In Summary, BCR 2006 Report Says it All

36 36 © 2005 Avaya Inc. All rights reserved. Questions for Cisco Is Emergency Responder included? Will larger remote sites have a CallManager server or simply an SRST router? How will Power Failure Transfer be implemented? How efficiently will Cisco address fax and modem requirements over IP in comparison to true analog support? IPCC Express Standard is bundled with CallManager. How many licenses are included and what happens if there is a need to add more? Does adding integrated Extension to Cellular require added cost servers or simply licensing? What is the added cost of using CallManager servers equivalent to Avaya’s S8720 servers (HP DL-385)?

37 37 © 2005 Avaya Inc. All rights reserved. Business Continuity Concerns PBX and ACD reliability IS an Business Continuity issue! –Value of a lost call? To your company’s clients To your company Is ACD reliability a competitive advantage? –What is the cost of downtime? Per minute Per hour Per day Elimination of downtime IS an imperative! Murphy says: “If something can go wrong it will…..,,”

38 38 © 2005 Avaya Inc. All rights reserved. Enterprise Survivable Server Excellent, simple Disaster Recovery Strategy Up to 63 sites can be equipped with ESS; EVERY site can provide full survivability, including ACD Invoked in following scenarios: –Complete loss of Primary S87XX pair –WAN outage at an ESS site

39 39 © 2005 Avaya Inc. All rights reserved. Complete Loss of Primary S87XX Pair TWO servers in City A have to fail for ESS to become active –Single server failure is non- disruptive due to unique Memory Shadowing feature Mean Time to Failure (MTBF) S87XX-series Media Server Complex –9 years – High Reliability Configuration –90+ years – Critical Reliability Configuration A Pair of Appliance Servers X X City A

40 40 © 2005 Avaya Inc. All rights reserved. Reliability by Design: Avaya ACM Server Platform Elements ComponentMean Time To Failure Media Processor board 50 years Protocol Preprocessor Board (C-LAN) 50 years Digital Line/Trunk boards 72 - 77 years S87XX Server Complex: "duplex" / "high & critical” 9 / 90+ years Avaya MultiVantage Power Supplies 45 - 60 years IP Server Interface board (IPSI) 50 years * (Industry) LAN 3 weeks *Taken from "Microsoft High Availability Operations Guide"

41 41 © 2005 Avaya Inc. All rights reserved. Contact Center Avaya IP Phones Media Gateway Avaya Survivable Server Avaya IP Phones Contact Center Avaya IP Phones and IP Agent Softphone Branch Offices Contact Center Avaya IP Phones Avaya Media Gateway Data Center A Data Center B IPSI IP MR 320 CLAN IPSI CLAN IPSI IP MR 320 Voice VLAN Voice VLAN 2 Avaya S87XX Media Server Voice VLAN 1 Voice VLAN IPSI IP MR 320 CLAN IPSI CLAN IPSI IP MR 320 Voice VLAN Enterprise Survivable Server Voice VLAN 1 Voice VLAN 2 1 st Level Stateful Failover 2 nd Level Multiple Interfaces 3 nd Level Multiple Signal & Bearer Channels 7th Level Local Survivable Processors (ESS/LSP) Network Primary Server Backup Server Automatic Translations IP MR 320 4 th Level Backup Servers (ESS) 6th Level Pro-Active IP WAN Traffic Monitor/Redirect (ANS) Network # 1 # 2 5th Level Redundant Announcement & Queue Music

42 42 © 2005 Avaya Inc. All rights reserved. WAN Outage at an ESS site ESS becomes active Local gateways register to ESS pair Primary Pair ESS Pair WAN X ACTIVE Manual Restore to Normal is by design –Eliminates negative impact of “flapping” data circuits –Administrator restores normal operation only when WAN circuit is stabilized City ACity B

43 43 © 2005 Avaya Inc. All rights reserved. Cisco IPCC Enterprise……… A Typical 3 Site Deployment CallManager Cluster 1 CallManager Cluster 1 or X ICM Side A Active Router ICM Side B Router CVP PG WAN CVP Logger A Logger B City A City B City C PG1A/CTI PG1B/CTI

44 44 © 2005 Avaya Inc. All rights reserved. Impact – Single Server Failure CallManager Cluster 1 ICM Side A Active Router ICM Side B Router CVP PG WAN CVP X Agents cannot: 1.Transfer existing ACD Calls 2.Place callers on Hold 3.Request Supervisor Assist 4.Re-login required?? X City A City B City C PG1A/CTI PG1B/CTI

45 45 © 2005 Avaya Inc. All rights reserved. Cisco Voice Portal Components

46 46 © 2005 Avaya Inc. All rights reserved. CVP – Server Impact Failure Multiple Server Components 1.VoiceXML Server – Runtime Engine for VoiceXML scripts a)Capacity 500 calls/server b)What is impact of loss of Runtime Engine? 2.CVP Call Control (Combo Box) – ICM Interface and H.323 Call Control a)400 call leg capacity per server b)What is impact of loss to ACD queuing function? 3.Is true, non-service impacting duplication available for these servers? CVP PG CVP X

47 47 © 2005 Avaya Inc. All rights reserved. Cisco Voice Portal Availability Design Options Availability of Unified CVP can be increased by the following methods: –Adding redundant Unified CVP systems under control of the Unified ICM Peripheral gateways, thus allowing the calls to be balanced automatically across multiple Unified CVP Call Control Servers –Adding TCL scripts to the Unified CVP gateway to handle conditions where the gateway cannot contact the Unified CVP Call Control Server to direct the call correctly –Adding gatekeeper redundancy with HSRP –Adding Cisco Content Server to load-balance.wav file requests across multiple Unified CVP Media Servers and VoiceXML URL access across multiple servers.

48 48 © 2005 Avaya Inc. All rights reserved. Impact – Duplicated Server Failure – Agent PG/CTI CallManager Cluster 1 ICM Side A Active Router ICM Side C Router CVP PG WAN CVP X X City A City B City C PG1A/CTI PG1B/CTI X X X

49 49 © 2005 Avaya Inc. All rights reserved. Impact – Duplicated Server Failure – CVP PG CallManager Cluster 1 ICM Side A Active Router ICM Side B Router CVP PG WAN CVP X X X X X X Can ACD continue to: 1.Provide Self Service? 2.Route new calls to CVP to agents? 3.Route existing calls in queue to agents? 4.If so, what additional components are needed? City A City B City C PG1A/CTI PG1B/CTI

50 50 © 2005 Avaya Inc. All rights reserved. Impact – Duplicated Server Failure – ICM Routers CallManager Cluster 1 ICM Side A Active Router ICM Side B Router CVP PG WAN CVP X X X X X Can ACD continue to: 1.Provide intelligent Self Service? 2.Intelligently Route calls destined from CVP to agents? 3.Intelligently route existing calls in queue? 4.Is ACD routing completely down? X City A City B City C PG1A/CTI PG1B/CTI

51 51 © 2005 Avaya Inc. All rights reserved. Impact – WAN Outage City B CallManager Cluster 1 ICM Side A Active Router ICM Side B Router CVP PG WAN CVP X X City A City B City C PG1A/CTI PG1B/CTI

52 52 © 2005 Avaya Inc. All rights reserved. Impact – WAN Outage City C CallManager Cluster 1 PG1A/CTI PG1B/CTI ICM Side A Active Router ICM Side B Router CVP PG WAN CVP ? X Questions: 1.Will B Side Router serve the site in standalone mode? 2.If so, will it do so automatically or is manual intervention required? 3.If manual, what are procedures and time to activate? ? City A City B City C

53 53 © 2005 Avaya Inc. All rights reserved. Reliability and Scalability the AVAYA Way One active Call Processing Server 100% Memory Shadowed Media Server Redundancy Full Call State Preservation Up to 36,000 Endpoints (IP, Digital, Analog) 370,000 BHCC Integral ACD –Up to 5,200 Agents –Up to 8,000 Trunks –12,500 Dynamic Queue Slots –3,000 Announcements –Actual Mileage Will Vary –Capacities to increase substantially in next major release Single Point of Administration 2 Servers for High Availability Reporting X Servers for CTI, Multi-channel Up to 64 survivable sites with ESS A Pair of Appliance Servers

54 54 © 2005 Avaya Inc. All rights reserved. Typical IPCC Enterprise Configuration – 2000 Agents CallManager Publisher Server CallManager Subscribe Server CallManager Subscriber Server CallManager Subscribe Server CallManager Subscriber Server CallManager Cluster ICM Router/Logger Side A ICM Router/Logger Side B ICM Central Controller VRU PG & VR/Q Mgmt Servers (Configuration Dependent) ICM Dist Admin Workstation/ Hist DBServers Locations Voice Gateways ICM Agent Peripheral Gateways PG JTAPICTIJTAPICTI Tier 1Tier 2 Tier 3 Cisco Emergency Responder E911 Servers JTAPI CTI GED -125 CTI

55 55 © 2005 Avaya Inc. All rights reserved. IPCC, a Multi-tier Building Block Architectural Model Multiple Call Processing Servers No Memory Shadowing; No Call State Preservation 250,000 BHCA External “soft” ACD –Approximately 2000 Agents/CCM Cluster –Approx 600 Queue Slots –CTI Engine; Multi-channel requires additional servers Additional scalability requires adding CallManager Clusters and ICM PGs Multiple Layers of Administration (some relief with V7.0) Operation and Reliability Dependent on Integrity of Multiple CTI Links/Processes Survivability beyond Two Sites Requires Multiple Nodal IPCCs and a “Parent” ICM (4 th Tier V7.0 Enhancement) 2000 Agents An Array of More than 20 Servers, Mostly Windows Platforms

56 56 © 2005 Avaya Inc. All rights reserved. IPCCX Parent/Child: Nodal ACDs with ICM Virtualization IPCC Gateways Parent ICM Central Controller Child ICM Central Controllers IPCC Express IPCC Enterprise

57 57 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO “Linux is 40% less expensive than a comparable x86-based Windows solution …” 46 Data based on a 3-year period of ownership for a system supporting 100,000,000 operations per second on the SPECjbb benchmark …

58 58 © 2005 Avaya Inc. All rights reserved. Typical IPCC Enterprise Configuration – 2000 Agents CallManager Publisher Server CallManager Subscribe Server CallManager Subscriber Server CallManager Subscribe Server CallManager Subscriber Server CallManager Cluster ICM Router/Logger Side A ICM Router/Logger Side B ICM Central Controller VRU PG & VR/Q Mgmt Servers (Configuration Dependent) ICM Dist Admin Workstation/ Hist DBServers Locations Voice Gateways ICM Agent Peripheral Gateways PG JTAPICTIJTAPICTI Tier 1Tier 2 Tier 3 Cisco Emergency Responder E911 Servers JTAPI CTI GED -125 CTI

59 59 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO The Cisco solution has over 5 times as many servers as that of Avaya 47 Comparisons are based on data provided by Cisco in their IP Contact Center Solution Reference Network Design Guide

60 60 © 2005 Avaya Inc. All rights reserved. Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO Cisco TCO is over 5.86 times more expensive than Avaya TCO per year 46,47 Comparisons are based on data provided by Cisco in their IP Contact Center Solution Reference Network Design Guide and TCO data derived from report issued by Robert Frances Group

61 61 © 2005 Avaya Inc. All rights reserved. Skill Levels – A Fundamental IPCC Deficiency Avaya’s Expert Agent Selection provides for ACD routing based on agent competency Skill Levels are the cornerstone of Avaya’s best-in-class patented EAS ACD routing capabilities –Skill Groups can be administered to support up to 20 agent skill levels Used extensively by customers to match up “expert” agents with premium callers While Cisco ICM makes use of “sub-skill” groups to accommodate skill levels in conjunction with other vendor’s ACDs, Cisco strongly discourages customers from using sub-skill groups with IPCC Result: ACD routing based on agent competency is problematic with IPCC

62 62 © 2005 Avaya Inc. All rights reserved. Cisco on Skill Levels

63 63 © 2005 Avaya Inc. All rights reserved. To Summarize IPCC’s capabilities are not new technology; Geotel ICR in the 1990’s had “soft” ACD routing and IVR queuing capabilities in conjunction with a “dumb switch” –Difference: Cisco now sells the dumb switch and IVRs The Geotel platform had limited success as an ACD According to independent competitive intelligence, as of 2005 study only 400 or so IPCC Enterprise deployments exist worldwide; the platform was released mid-year 2001 –The average deployment is less than 300 agent seats Conclusion: Large Enterprise ACD customers with mission-critical requirements are not exercising the Cisco IPCC vision –Reasons: Complexity, resulting inherent unreliability, and the hidden TCO due to server proliferation Avaya is maintaining its #1 position in the ACD marketplace. –70% Market share 400 seats and above

64 64 © 2005 Avaya Inc. All rights reserved. Brief Reporting Comparison Cisco IPCC provides approximately 150 standard reports CMS provides over 200 CMS provides: interval reports, daily reports, weekly, and monthly reports as a standard feature. IPCC reporting does not Benefit: weekly and monthly information provides a broader view of your operation in order to spot trends and make operational improvements.

65 © 2005 Avaya Inc. All rights reserved. Thank You!


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