“Lync-ing” your Avaya and Microsoft Environments Christina Johnston Jack in the Box Dustin Donaldson Strategic Products and Services

Technology Trends driving changes in communications 1.Your Workforce is Changing Shared office, Home office, Starbucks Viral adoption of devices Leveraging new communications 2.Need to Work Effectively From Anywhere Planned or Disrupted (HXN1, Weather, Strike) 3.Corporate and Legislated Green Initiatives UC can have a major contribution to a green initiative 4.Enhanced Customer Experience Customer expectation of responsiveness is changing 1.Your Workforce is Changing Shared office, Home office, Starbucks Viral adoption of devices Leveraging new communications 2.Need to Work Effectively From Anywhere Planned or Disrupted (HXN1, Weather, Strike) 3.Corporate and Legislated Green Initiatives UC can have a major contribution to a green initiative 4.Enhanced Customer Experience Customer expectation of responsiveness is changing.

Unified Communications Applications Typically Multivendor, Often Silos Unified Communications Requires Integration of: ● Multiple Applications ● Multiple Devices ● Multiple Systems ● Multiple Vendors Audio Conferencing Video Telephony Voice Telephony Web Conferencing Instant Messaging Presence Management Voice Messaging Contact Center

Gartner… “No single vendor can meet all UC requirements. And even if one could, in most situations, enterprises will obtain better choices, more control and better prices by working with multiple strategic partners.” 1 “Hybrid UC is not just a theory, but also a practical and valuable implementation strategy with a strong business case.” 2 1.Source: Gartner Research “A Technology Framework for Enterprise Unified Communications” by Bern Elliot Publication Date 5 January ID Number G Source: Gartner Research “UC ‘in the cloud’ and On-Premises: Examples of Hybrid Solutions” by Bern Elliot & Daniel O’Connell. Publication Date 20 December 2010 ID Number G

Single Vendor VS Multi Vendor Leverage the Strengths of Your Vendors and Partners 5 Gartner Magic Quadrant Unified Communications Gartner Magic Quadrant Corporate Telephony Voice Telephony Video Telephony Instant Messaging Presence Management

SIP, Aura and UC UC Applications Unrestrained by Local Infrastructure Dial plan improvements Sequenced Applications SIP Trunking Applications in the core Delivered to user, not endpoint Unrestrained by local hardware

 Click-to-Communicate – OCS, Lync*, Smart Tags −Click to Call, Click to Conference, Click to Video  Presence Integration and Federation  Voice Messaging – TUIs, GUIs, VUIs and MWI −Outlook, Internet Explorer, Exchange, PDA, Voice Rec  Audio / Web Conferencing −Scheduling in Outlook, Integration into Live Meeting  “Video as an extension of a Phone Call” – Room and Personal −With CAC, Bandwidth Management, Coverage Paths  Mobility – Single Number, Single Mailbox, Corporate Directory, VIP List, Simul-Ring, Graphical Mobile Client 7 Integration of Avaya and Microsoft….

“Lync-ing Microsoft Instant Messaging with Avaya Communications”

9 Integration Options for Avaya and (OCS)/Lync −Avaya Enablement Services is a server side integration between Avaya CM and the OCS or Lync servers. The AES server talks to the OCS/Lync servers, not to the Instant Messaging desktop client. −Provides basic click to call functions VIA the Microsoft RCC feature set. −Works with LCS, OCS or Lync. −Based on the AES CTI server. −Agile Communications Environment is a client side integration between Avaya (CM or CS1000) and the OCS or Lync Instant Messaging clients. ACE does not talk to the OCS/Lync servers. −Provides advanced click to call functions VIA the Microsoft API. −Based on the ACE application development platform. Avaya Enablement Services (AES) - Remote Call control (RCC) integration Agile Communications Environment (ACE) – Microsoft API integration Integration choices

10 AES and ACE - Telephony Presence displayed in IM Client IP Softphone one-X Portal one-X Deskphone TDM / Analog SIP/H.323 OfficeTeleworker/ Remote VPN Remote one-X Portal IP Softphone one-X Communicator Microsoft Office Communicator * Provided the user is logged into Microsoft Office Communicator Cell Phone: Extension to Cellular / one-X Mobile Mobile Who is Available? How “Interruptible” are they?

“Lync-ing Microsoft Instant Messaging with Avaya Communications” Avaya Enablement Services (AES) “Lync-ing Microsoft Instant Messaging with Avaya Communications” Avaya Enablement Services (AES)

Context Sensitive Click 2 Call Avaya Behind the scenes Leverages infrastructure and adjuncts Microsoft Client LCS and OCS support OCS controls Avaya telephone AES/RCC Click to Call, Conference T-Bob (The Best of Both)

AES/RCC Click to Call, Conference with one-X Communicator  Quicker, more intelligent access to colleagues – Greater efficiency – Status info (presence) – Tag contacts  OC enhanced by Avaya telephony – Click to Call in OC, SmartTags – Escalate IM to call – Phone & OC stay in synch – Presence is shared – Call Control - Hold, Transfer, etc.  Optional Avaya feature tab with Avaya one-X ® Communicator  Video Click to Call

14 Integration Options for Avaya and (OCS)/Lync −Remote control of Avaya telephony (Desk Phone or VPN Phone). −Click to Call from IM. −Click to Call from presence “Dot” in Outlook, etc. −Incoming Call notification (Toast). −Telephony presence shared with LCS/OCS/Lync. −Requires Microsoft Enterprise CAL (OCS) or Plus CAL (Lync). −Microsoft history of removing (capabilities from) RCC. −Requires one-X client to support teleworkers. Log in from one-X, then click to call works normally. −Not supported by Microsoft in a cloud environment (BPOS/ Office 365). −RCC feature Set is not the focus of R&D, may not evolve. AES/RCC - Functions AES/RCC – Concerns AES/RCC Considerations

“Lync-ing Microsoft Instant Messaging with Avaya Communications” Agile Communications Environment (ACE) “Lync-ing Microsoft Instant Messaging with Avaya Communications” Agile Communications Environment (ACE)

Avaya ACE ™ integrated with Microsoft OCS  Office Communicator client, Avaya Communications infrastructure −Click to Call from Buddy list, web phone numbers, Smart Tags, header & body −Mid Call Control −Toast pop up on incoming call (Answer, Divert Call) −Teleworking Detection −Aggregated IM and Phone Presence −Company dial plan and E.164 numbers supported −Utilize OCS Sign in  Client Side API integration −Requires OCS 2007 R2 Standard CAL only −No Microsoft Voice devices or licenses required  Supported on: −Avaya Aura CM 5.2 −CS1000 (Phone Mode) using ACE −OCS 2007, Enterprise and BPOS (Cloud) 16 Proprietary and Confidential © 2010 Avaya Inc. All rights reserved.

 Preserves user experience Click-to-call, telephony presence, computer & phone modes, multi-call handling Lync single sign-in  Client-side integration No Lync voice licenses or devices Standard Microsoft APIs Requires Standard CAL only  Multi-platform support On-premise & Office365 options Avaya Aura ® CM (phone, computer mode) CS 1000 (phone, & computer in ACE3.1) CS 2100, Cisco UCM (phone mode)  Extends to Microsoft stack C2call from Dynamics CRM, Outlook, Office docs, IE  CEBP platform for innovation Avaya ACE ™ integrated with Microsoft Lync

18 Integration Options for (OCS) and Lync −Remote control of Avaya telephony (Desk Phone or VPN Phone). −Click to Call from IM. −Click to Call from presence “Dot” in Outlook, etc. −Incoming Call notification (Toast). −Telephony presence shared with LCS/OCS/Lync. −Does not require the Microsoft Enterprise CAL (OCS) or Plus CAL (Lync). Works with the Standard CAL. −Click to call from Internet Explorer. −Click to Call when Lync/OCS is not running/down/not logged in. −Advanced click to call and mid call functions. −Imbedded Teleworking support. Traditional and headset/VOIP modes Without additional one-X client. VOIP is transported through Avaya infrastructure. −Office communicator or Lync can be your only telephony client. −Works in cloud (BPOS, Office 365) environments. −Supports Avaya and Nortel Heritage (CS1000) systems −More expensive solution than AES (ACE Your Apps helps). −More servers required. ACE - Functions ACE – Concerns ACE Considerations

Avaya ACE Framework  Avaya ACE provides a common open platform for application integration and development  Packaged apps plus high and low level toolkits  Avaya ACE delivers extended value above Avaya Aura ™, AES and multi-vendor CTI  Multimodal voice, video, text, SIP and presence AVAYA ACE Avaya Agile Communication Environment ™ (Avaya ACE) Line of Business Traditional CTI (e.g. AES) 3rd-Party CTI Applications New 3rd-Party Applications Packaged and Custom Applications High-level IT-centric Web Service Toolkits Lower-level Developer Foundation Toolkits 19

Avaya ACE ™ and OCS 2007 (R2) Architecture H323 Device Avaya Aura™ Communication Manager Access Element ASAI Avaya ACE TM Core Services Avaya Application Enablement Services (AES) Avaya Media Gateway SIP CTI (TR87) Microsoft Office Communicator Active Directory WMI Web Services HTTPS H323 Avaya ACE™ Microsoft Communicator Add-in OCS 2007 R2 Avaya ACE™ Application Integration Engine TDM Devices

AES and ACE with one-X and Flare Avaya one-X® CommunicatorAvaya one-X® Mobile Avaya one-X® Portal Partner Integrations Avaya one-X® AgentAvaya Desktop Video Device

23 People-centric Collaboration From core architecture to user experiences to business impact People Centric Communication Avaya one-X ® Mobile Avaya one-X ® Communicator Avaya Video Conferencing Solution Power Communicator Visual Communicator Desktop Communicator Mobile Communicator

Enable VS Regulate  Viral devices −Consumer driven −Standards Based  IT shift −Supporting users via information brokering −Standards based solutions  Devices shown −7 inch ipad? −iphone 4G? −Tooth phone? −Phillips Fluid −NEC TAG The Era of Consumer Driven Innovation

 Jack in the Box Workforce is Changing Shared office, Home office, Mobile Enabling the Viral adoption of devices Leveraging new communications  BYOD: Bring Your Own Device Stipend VS regulation  Jack in the Box Workforce is Changing Shared office, Home office, Mobile Enabling the Viral adoption of devices Leveraging new communications  BYOD: Bring Your Own Device Stipend VS regulation. Jack out of the box

Jack’s (Desktop) Image  UC Applications in a Citrix environment Access via computer or mobile device (iPad)  UC Applications in a Citrix environment Access via computer or mobile device (iPad).

Sync-ing with Jack  Keep security top of mind! BUT…  Don’t be a barrier to mobility! Enable users with secure protocols that connect their device of choice.  Keep security top of mind! BUT…  Don’t be a barrier to mobility! Enable users with secure protocols that connect their device of choice..

Jack in the Dark Got Power?  UC applications in a disaster scenario Telephony Messaging Got Power?  UC applications in a disaster scenario Telephony Messaging.

Jack in the Dark  UC applications in a disaster scenario Jack’s “Super Agents”  UC applications in a disaster scenario Jack’s “Super Agents”.

Integrate your voice infrastructure with your desktop. Give your users convenient access to their communications. Integrated and unified clients = Convenience = Productivity Enhance your desktop experience. Add messaging, presence and “Click to Something” for voice and video. Leverage the best of everything (you own). Make your users ridiculously mobile. Using the device or speech interface that fits their dynamic environment. Use standards to embrace Mobile devices: PDAs, notebooks, netbooks, iPads, Wepads, are inherently multivendor and multi OS. Standards based integrations enable viral device adoption. Mobility brings freedom. Enable telecommuting for convenience and emergencies Steps to realizing Unified Communications benefits As a bonus, you have created a disaster plan, A green initiative, and a more satisfied, flexible, virtual workforce.

Start by identifying a need, a benefit or a risk Productivity improvement (shortened Response times, process improvement) Cost savings (Shared office space, nimble processes) Business Continuity (Plan for the unthinkable) Do your research, talk to your peers, pick a great partner Don’t be led down an expensive path by a single vendor Carefully select a technology partner.. Sooner, rather than later Stop, take a good look at what you are doing What it will cost What it will change Then step back and look at the benefits Don't get caught up in the hype Don’t compromise something important for something cool Then get excited Users love being effective! Don’t believe everything you hear! 31 Navigating The Unified Communications Hype

Competent Deep Broad SPS - Your Strategic Partner Over 400 employees Offices in over 28 cities Satisfied customers nationwide Technical staff of over 200 Strategic partnerships 24x7 NOC Robust Training Curriculums Multiple Certifications Experience (over 8,000 clients)

THANK YOU! THANK YOU! Dustin Donaldson (973) Learn more at

Microsoft Lync Licensing