Presentation on theme: "Avaya vs. the “IP Only Vendors” Technology"— Presentation transcript:
1 Avaya vs. the “IP Only Vendors” Technology Larry EsquibelCorporate Systems EngineerAvaya Technology and Consulting
2 “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 Major Vendor Positions in Key Avaya Markets Worldwide Results (Through Calendar 3Q06) MetricPeriodPositionSharePositionSharePositionSharePositionSharePositionShareTelephonyEnterprise Telephony Revenues3Q06#121%#67%#49%#312%#218%Lines8%#514%11%IP Telephony 27%24%15%#73%Converged Telephony 16%42%2%5%ApplicationsContact Centers Agents200539%10%Voice Response Ports2004N/A17%Outbound Dialers 30%Enterprise Messaging 25%Unified Messaging 26%Unified Communications 200620%Audio Conferencing 34%28%NAServicesWW CPE Maintenance Revenues*#181%Sources:  Dell’Oro;  Synergy Research;  Gartner Group;  Frost & Sullivan;  In-Stat/MDR;  IDC;  RadicatiNotes: * includes hardware and software product support; Siemens includes Siemens Communications and Siemens Business ServicesLeader
4 Acknowledged Leadership Magic Quadrant for North America Enterprise Telephony, September 2003, Gartner MThe 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.
5 Analyst Observation - Gartner Magic Quadrant for North American Corporate Telephony, August 2004, Gartner Markets, MThe 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 Gartner Lists Avaya in Leaders Quadrant for North American Corporate Telephony, 2005 Magic Quadrant for North American Corporate Telephony, 2005Jay Lassman, Rich Costello, Jeff SnyderAugust 12, GFull report is available atThe 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 2005 Business Communications Review Edwin E 2005 Business Communications Review Edwin E. Mier: Which Large PBX Rules?
8 2005 BCR Test HighlightsAvaya scored the highest ever in 6 years of BCR testingAvaya scored a full 3 points ahead of #2; previous tests were decided by ½ pointAvaya scored #1 in 3 out of 5 categories, #2 in othersAvaya 2nd in security by ½ point“Hidden” slides available to discuss the detailsNortel did not show
11 CallManager 5.0 – Option #1 Cisco’s newest version Major changes: Linux appliance (No more Windows patches!)SIP and (very basic) presence capabilitiesCopied several Avaya featuresTrue applianceDual partitionsAbility to copy in new software while the system runsAbility to go back to a previous version even in smaller single drive serversNo root access (even more limited than Avaya; no Linux access)Single image (OS and Application) upgradesInternal firewallCisco Unity Call Transfer Rules*• Define rules to route incoming calls by caller.• Define rules to route incoming calls by time of day.• Define rules to route incoming calls by your calendar free or busy status (Microsoft Exchange only)Call transfer rules are not available with the European regional feature packages.Voice-Enabled Messaging (Optional)*• Use voice commands to call others in the Cisco Unity Connection directory or personal contact list (imported from Outlook).• Use voice commands to play and process messages (play, record, reply, forward, delete, save, etc.).Voice-enabled messaging is available for U.S. English only.The Advanced user option adds the following features:• Voice-enabled dialing for other Cisco Unity Connection users, corporate contacts, or personal contacts• Voice-enabled voic browsing• TTS access to Microsoft Exchange messages
12 CallManager 4.2 – Option #2 Features not supported in 5.0 Directed Call ParkLog in/out of Hunt GroupsCall Forward on Non Registered or No BandwidthCisco Unified CallManager Assistant on a phone [no PC app req.]Cisco Communication Media ModuleDepartment 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 RoutersDevice 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
13 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 interactionsNo stateful failover between serversNo hot patchesAdjunct server applications and interfaces to manageE-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 CallManager - Choosing an Operating System If you chooses 4.2Comes with Windows headaches and costPer server, 167 minutes per upgrade and $67,559 3 year TCOFor 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 requirementsNo support for SIP endpoints or presenceIf you chooses 5.0(4)Enterprise running on an unproven platform and considered experimental by customers and partnersLess features than Windows versionNative SIP support butStill needs external server for non-basic presenceAdvance SIP features for newer Cisco phones onlyInteroperability issues with other applicationsNo support for Personal Assistant and Conference ConnectionRequires specific version of IPCC Express
15 Avaya Communication Manager Solutions / Cisco CallManager Reliability, Availability, Survivability Cisco CallManager Redundancy Based on “Cluster” ModelCallManager “Publisher” is a single point of failureImpact: Can’t make system changes until Publisher is restoredPhones re-register to backup servers if primary server failsConnection-preserving only upon server failureActive calls preserved, but no features availableCan’t transfer, conference, place call on hold, etcFailover in minimum of 30 secondsKey point: Avaya can configure a similar redundancy model at lower cost
16 Avaya’s Redundancy Model – Based on Unique Memory Shadowing Approach A Pair of Appliance ServersSingle server failure is non-disruptive due to unique Memory Shadowing featureFull call state preservation; users not impacted in any wayMean Time to Failure (MTBF) S87XX-series Media Server Complex9 years – High Reliability ConfigurationX
17 Avaya Communication Manager Solutions / Cisco CallManager Reliability, Availability, Survivability – Remote SitesCisco SRST (Survivable Remote Site Telephony):Router-basedDifferent, reduced feature set while in SRST modeDoes not support various Cisco CallManager applications or servicesPhone operation is differentWhen more than 1 CallManager is in a set’s failover list, 30 seconds per CallManager will be added to the failover time7902, 7905, and 7911 sets take approximately 2.5 minutes to failoverAvaya LSP (Local Spare Processor)Connection preservation; failover in approximately 1 minuteIn LSP mode, all features survive
18 Avaya Communication Manager Solutions / Cisco CallManager FEATURES andAPPLICATIONS:DifferentiatorsCommunication Manageris a Many-Layered ThingCurrentAnalysis says:“CallManager remains a work in progress.”“Cisco has only recently started to add features common to all traditional PBX platforms.”
19 Avaya Communication Manager Solutions / Cisco CallManager Appliance Differentiators Features and Applications - SynopsisAvaya Communication Manager Software supports over 700 system, user, and administrative featuresCisco CallManager 4.2 data sheet lists less than 200Most “vintage” Avaya Definity systems actually have significantly more features than Cisco’s current CallManager versions
21 Crisis Alert Crisis Alert is a standard Avaya feature Not available on CallManagerTo add Crisis Alert capabilities requires adding Emergency ResponderWindows based applicationSeparate administrationTwo servers required for critical redundancy$$$ Added Cost $$$Only Avaya allows listen only monitoring of calls that activate Crises Alerting
23 Avaya Communication Manager Solutions / Cisco CallManager Security / Privacy / Safety DifferentiatorsAvaya has built in E-911 support in Communication Manager which works equally well with any IP infrastructureCisco 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 outageSmall locations relying on SRST survivability software in routers lose E-911 capability in the event of a WAN-link failureThe ER Windows based servers are administered separately from CallManager
24 Avaya Communication Manager Solutions / Cisco CallManager When CallManager 4.0 was announced, Cisco touted the Malicious Call Trace featureNo support over QSIGNo support over MGCP gatewaysNo support over Analog gatewaysSecurityBottom Line: Malicious Call Trace only works when the malicious caller is calling from the same cluster.
25 Avaya Communication Manager Solutions / Cisco CallManager Telephony Feature Differentiators Only Avaya has easy to administer and display Abbreviated DialingSystem ListsGroup ListsPersonal ListsOnly Avaya allows Group Paging to utilize the speakers of the telephones as a paging systemOnly Avaya has easy to administer Busy Lamp buttons
26 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 operationsOnly 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 messageOnly Avaya has sophisticated Night Service, SAC, Manual Signaling, Service Observing, Call Vectoring, integrated Extension to Cellular, and many more
27 Avaya Communication Manager Solutions / Cisco CallManager Security / Privacy / Safety DifferentiatorsOnly Avaya supports Security Violation Notification to notify administrator of repeated failed attempts to enter authorization/account codesOnly Avaya supports the use of a security code (password) to access Meet-Me-ConferencesOnly Avaya supports traditional digital phones to provide:Added resiliency, security, and availabilityProtection of current investment (phones and CAT3 cabling)Only Avaya supports “universal” Media Encryption
28 Avaya Communication Manager Solutions / Cisco CallManager Security - Encryption 796x794x797x7912G7905G7910SecurityATA-188ATA-1867936G7935LIMITEDENDPOINTSUPPORT7920GIPSoftphone7911GDo not support Cisco encryptionSupport CiscoEncryption
29 Avaya Communication Manager Solutions / Cisco CallManager Security - Encryption CISCO ENCRYPTION IS VERY LIMITEDNo Conference call supportNo transcodersNo media termination points (e.g. MOH)No SIP or H.323 gatewaysSecurity
30 Sometimes Call Monitoring IS Required…… Law Enforcement agency may require the ability to monitor encrypted conversationsOnly Avaya provides easy to use, secure Service Observing even with Media Encryption turned onWorks seamlessly on encrypted conversations; available Cisco solutions do notPhone type agnostic
31 2005 Business Communications Review Edwin E 2005 Business Communications Review Edwin E. Mier: Which Large PBX Rules?
33 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 pointEncrypted H.323 call control was added in CM 3.1Cisco lost 1 point for lack of universal media encryption, still not availableAvaya lost ½ point for “other” such as documentation, services offered, affiliation with 3rd party vendors, documented enhancements, etcOverall security for CallManager is heavily dependent on L2/L3 infrastructure components and firewalls, some of which are optional, added cost componentsSix Cisco engineers spent several hours deploying security on site in preparation for the BCR testing
34 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 platformsConclusion: properly deployed these defenses can be leveraged with any IPT platform, including Avaya’sRelies on integral ‘host-based’ intrusion-prevention-system (HIPS) software modules to protect CallManager servers from high-level assaultsNo ability to physically isolate call processing servers from “public IP network”Media EncryptionNot supported on all IP phone modelsOnly supported on certain gatewaysNo encryption for conference calls and between clustersVoice quality drops significantly with encryption enabled (MOS 3.2 vs Avaya 4.3)15 to 20% reduction in system performanceTraditional security risks, i.e. toll fraud protection factored lightly by Mier
36 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 Business Continuity Concerns PBX and ACD reliability IS an Business Continuity issue!Value of a lost call?To your company’s clientsTo your companyIs ACD reliability a competitive advantage?What is the cost of downtime?Per minutePer hourPer dayElimination of downtime IS an imperative!Murphy says: “If something can go wrong it will…..,,”
38 Enterprise Survivable Server Excellent, simple Disaster Recovery StrategyUp to 63 sites can be equipped with ESS; EVERY site can provide full survivability, including ACDInvoked in following scenarios:Complete loss of Primary S87XX pairWAN outage at an ESS site
39 Complete Loss of Primary S87XX Pair City AA Pair of Appliance ServersTWO servers in City A have to fail for ESS to become activeSingle server failure is non-disruptive due to unique Memory Shadowing featureMean Time to Failure (MTBF) S87XX-series Media Server Complex9 years – High Reliability Configuration90+ years – Critical Reliability ConfigurationXX
40 Reliability by Design: Avaya ACM Server Platform Elements Component Mean Time To FailureMedia Processor board years Protocol Preprocessor Board (C-LAN) years Digital Line/Trunk boards years S87XX Server Complex: "duplex" / "high & critical” / 90+ years Avaya MultiVantage Power Supplies years IP Server Interface board (IPSI) years *(Industry) LAN weeks*Taken from "Microsoft High Availability Operations Guide"
41 Network # 2 Network # 1 Data Center A Data Center B Primary Server Automatic TranslationsPrimary ServerBackup ServerAvaya S87XX Media ServerAvaya S87XX Media ServerEnterprise Survivable ServerEnterprise Survivable Server1st LevelStateful Failover4th LevelBackup Servers(ESS)Voice VLANVoice VLAN 2Voice VLANVoice VLAN2nd LevelMultiple InterfacesIPSIIPSIIPSIIPSIIPSIIPSIIPSIIPSI5th LevelRedundantAnnouncement& Queue Music3nd LevelMultiple Signal& BearerChannelsIP MR 320IP MR 320CLANIP MR 320IP MR 320CLANIP MR 320CLANIP MR 320IP MR 320CLANIP MR 320Voice VLAN 1Voice VLANVoice VLAN 1Voice VLAN 26th LevelPro-Active IP WANTraffic Monitor/Redirect(ANS)Network# 2Network # 1Avaya Survivable ServerMedia GatewayAvaya IP PhonesContact CenterAvaya Media Gateway7th LevelLocal SurvivableProcessors(ESS/LSP)Avaya IP Phones and IP Agent SoftphoneAvaya IP PhonesAvaya IP PhonesContact CenterBranch OfficesContact Center
42 WAN Outage at an ESS site ESS becomes activeLocal gateways register to ESS pairCity ACity BACTIVEACTIVEPrimary PairESS PairManual Restore to Normal is by designEliminates negative impact of “flapping” data circuitsAdministrator restores normal operation only when WAN circuit is stabilizedXWAN
43 Cisco IPCC Enterprise……… A Typical 3 Site Deployment CVP PGICM Side AActive RouterICM Side BRouterCVPLogger ALogger BWANCity CCity APG1B/CTIPG1A/CTICity BCallManager Cluster 1CallManager Cluster 1 or XCallManager Cluster 1 or X
44 Impact – Single Server Failure ICM Side AActive RouterXCVP PGICM Side BRouterCVPWANCity CCity APG1B/CTIPG1A/CTIAgents cannot:Transfer existing ACD CallsPlace callers on HoldRequest Supervisor AssistRe-login required??City BXCallManager Cluster 1CallManager Cluster 1CallManager Cluster 1
46 CVP – Server Impact Failure Multiple Server ComponentsVoiceXML Server – Runtime Engine for VoiceXML scriptsCapacity 500 calls/serverWhat is impact of loss of Runtime Engine?CVP Call Control (Combo Box) – ICM Interface and H.323 Call Control400 call leg capacity per serverWhat is impact of loss to ACD queuing function?Is true, non-service impacting duplication available for these servers?CVP PGXCVP
47 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 ServersAdding 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 correctlyAdding gatekeeper redundancy with HSRPAdding Cisco Content Server to load-balance .wav file requests across multiple Unified CVP Media Servers and VoiceXML URL access across multiple servers.
48 Impact – Duplicated Server Failure – Agent PG/CTI CVP PGICM Side AActive RouterICM Side CRouterCVPWANCity CCity AXXPG1B/CTIPG1A/CTICity BXXXCallManager Cluster 1CallManager Cluster 1CallManager Cluster 1
49 Impact – Duplicated Server Failure – CVP PG XICM Side AActive RouterICM Side BRouterXXCVPWANCity CCity ACan ACD continue to:Provide Self Service?Route new calls to CVP to agents?Route existing calls in queue to agents?If so, what additional components are needed?PG1B/CTIPG1A/CTICity BXXXCallManager Cluster 1CallManager Cluster 1CallManager Cluster 1
50 Impact – Duplicated Server Failure – ICM Routers ICM Side AActive RouterXCVP PGICM Side BRouterXXCVPWANCity CCity ACan ACD continue to:Provide intelligent Self Service?Intelligently Route calls destined from CVP to agents?Intelligently route existing calls in queue?Is ACD routing completely down?PG1B/CTIPG1A/CTICity BXXXCallManager Cluster 1CallManager Cluster 1CallManager Cluster 1
51 Impact – WAN Outage City B CVP PGICM Side AActive RouterICM Side BRouterCVPWANXCity CCity APG1B/CTIPG1A/CTICity BXCallManager Cluster 1CallManager Cluster 1CallManager Cluster 1
52 Impact – WAN Outage City C ?CVP PGICM Side AActive RouterICM Side BRouterCVPWANXCity CCity AQuestions:Will B Side Router serve the site in standalone mode?If so, will it do so automatically or is manual intervention required?If manual, what are procedures and time to activate?PG1B/CTIPG1A/CTICity B?CallManager Cluster 1CallManager Cluster 1CallManager Cluster 1
53 Reliability and Scalability the AVAYA Way One active Call Processing Server100% Memory Shadowed Media Server RedundancyFull Call State PreservationUp to 36,000 Endpoints (IP, Digital, Analog)370,000 BHCCIntegral ACDUp to 5,200 AgentsUp to 8,000 Trunks12,500 Dynamic Queue Slots3,000 AnnouncementsActual Mileage Will VaryCapacities to increase substantially in next major releaseSingle Point of Administration2 Servers for High Availability ReportingX Servers for CTI, Multi-channelUp to 64 survivable sites with ESSA Pair of Appliance Servers
55 IPCC, a Multi-tier Building Block Architectural Model Multiple Call Processing ServersNo Memory Shadowing; No Call State Preservation250,000 BHCAExternal “soft” ACDApproximately 2000 Agents/CCM ClusterApprox 600 Queue SlotsCTI Engine; Multi-channel requires additional serversAdditional scalability requires adding CallManager Clusters and ICM PGsMultiple Layers of Administration (some relief with V7.0)Operation and Reliability Dependent on Integrity of Multiple CTI Links/ProcessesSurvivability beyond Two Sites Requires Multiple Nodal IPCCs and a “Parent” ICM (4th Tier V7.0 Enhancement)2000 Agents An Array of More than 20 Servers, Mostly Windows Platforms
56 IPCCX Parent/Child: Nodal ACDs with ICM Virtualization Parent ICM Central ControllerIPCC GatewaysChild ICM Central ControllersIPCC ExpressIPCC ExpressIPCC EnterpriseIPCC ExpressIPCC EnterpriseIPCC Enterprise
57 Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO “Linux is 40% less expensive than a comparable x86-based Windows solution …” 46Data based on a 3-year period of ownership for a system supporting 100,000,000 operations per second on the SPECjbb benchmark …
59 Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO The Cisco solution has over 5 times as many servers as that of Avaya 47Comparisons are based on data provided by Cisco in their IP Contact Center Solution Reference Network Design Guide
60 Avaya Communication Manager Solutions / Cisco CallManager CallManager and Linux - TCO Cisco TCO is over 5.86 times more expensive than Avaya TCO per year 46,47Comparisons 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 Skill Levels – A Fundamental IPCC Deficiency Avaya’s Expert Agent Selection provides for ACD routing based on agent competencySkill Levels are the cornerstone of Avaya’s best-in-class patented EAS ACD routing capabilitiesSkill Groups can be administered to support up to 20 agent skill levelsUsed extensively by customers to match up “expert” agents with premium callersWhile 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 IPCCResult: ACD routing based on agent competency is problematic with IPCC
63 To SummarizeIPCC’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 IVRsThe Geotel platform had limited success as an ACDAccording to independent competitive intelligence, as of 2005 study only 400 or so IPCC Enterprise deployments exist worldwide; the platform was released mid-year 2001The average deployment is less than 300 agent seatsConclusion: Large Enterprise ACD customers with mission-critical requirements are not exercising the Cisco IPCC visionReasons: Complexity, resulting inherent unreliability, and the hidden TCO due to server proliferationAvaya is maintaining its #1 position in the ACD marketplace.70% Market share 400 seats and above
64 Brief Reporting Comparison Cisco IPCC provides approximately 150 standard reportsCMS provides over 200CMS provides: interval reports, daily reports, weekly, and monthly reports as a standard feature. IPCC reporting does notBenefit: weekly and monthly information provides a broader view of your operation in order to spot trends and make operational improvements.