Avaya Application Enablement Services Application Enablement Architect Joel Ezell Application Enablement Architect

Topics Delivering Intelligent Communications Through Application Enablement Services What is Application Enablement (AE) Services Roadmap of Planned Enhancements

Business Communications Applications Evolution Creating Business Value Stage 1 Stage 2 Stage 3 Intelligent Enterprise Intelligent Communications embedded into the fabric of your business ANY NETWORK BUSINESS PROCESSES Real-Time Enterprise ANY NETWORK BUSINESS COMMUNICATIONS APPLICATIONS BUSINESS APPLICATIONS BUSINESS PROCESSES NETWORK BUSINESS APPLICATIONS Business Agility Competitive Differentiation Process Improvement Customer Loyalty Employee Retention EMBEDDED Cost Reduction Operational Efficiency Distributed Applications Security, Reliability CONVERGED TRADITIONAL

Evolution Towards Converged Communication PSTN, IP WML SMS VXML SIP IPTML XML/SOAP Access Avaya Applications Avaya App(s) Avaya App(s) Business Applications Business App(s) Business App(s) CSTA III, XML/SOAP, XML/RPC SIP CSTA III XML/SOAP CSTA III XML CSTA III Java Telephony Web Svc SIP UA Telephony Web Svc Conference On Demand Etc… TSAPI JTAPI TAPI Comm Services Software Middleware Manage Communication Transactions and Session 3rd Party Call Control CTI Server Application Enablement Services Manage Telephony API Transactions and Sessions 1st Party Call Control MultiVantage Communication Manager – CCS Other Avaya Resources (eg, Conf Server) 3rd Party CSTA III Capable 3rd Party Other Resources IP, TDM, Gateways, Media, Messaging, Infrastructure Tomorrow: Converged Communications Services Today: Converged Network & APIs

What is Application Enablement Services? Platform that enables the development of modular building blocks for advanced communication services Enables integration of communication and business applications to leverage the existing infrastructures and maximize business efficiency Delivers API connectors and Web Services for developing next generation application services Leverages your current investment by extending the rich features of Avaya Communication Manager in an IP environment Simplifies implementation and serviceability options through the availability from Avaya of both a Software-Only and a Bundled Server solution Secures the network infrastructure by providing a secure link to your Communication Manager Addresses explicit demands from Avaya customers to integrate Enterprise Communication functionality with their Enterprise Application environments (like WebSphere)

What is Application Enablement Services? Provides an extensive set of protocols, application programming interfaces and services that enable application developers and system integrators to develop applications that take advantage of the power of Voice over IP Key Components: Connectors (DLG, CVLAN, CMAPI, TSAPI, JTAPI) Telephony, User and System Admin Web Services Software Development Kit (SDK) APIs reside on a Linux server running an industry standard Operating System from Red Hat (Enterprise Edition 3.0) Choice of Avaya AE Services Offers: Software-Only or Bundled-Server Unified Operations Administration and Maintenance (OA&M) Enhanced Application Link Transparent failover Security Enhancing customer success: Customers choose interfaces that work for them – traditional or web services Developer support through DevConnect Customers can now join the Avaya Developer Connection Program which has 800+ Avaya development communities

Previous CTI Offerings DLG (DEFINITY LAN Gateway) Clients CVLAN r6/r8 Clients Avaya CT CMAPI MAPD Med Pro CVLAN r9/9.1 Server ASAI Software Avaya CT Server DLG on MAPD, Co-Res DLG CVLAN r6/8 Server on MAPD Avaya Communication Manager (must be 2.0 or later to support CVLAN 9.1 CMAPI Server

Application Enablement Services

Making Voice Applications Possible “First Party” means controlling an “endpoint”: Make Call Hang Up Transfer Hold/Reconnect Etc. “Media Based” applications access the voice stream: Call Recording Voice Recognition Speaker Identification Voice Inflection Analysis Etc. “Third Party” means controlling the “call” instead of the “endpoint”: Routing Queuing Wait Treatment Etc. Administrative applications can: Add/Delete/Change Agents Change Agent Assignments Configure Telephone Sets Etc. Controls can be embedded into applications (such as CRM) and/or be part of a standalone contact management application.

Why Web Services? Platform / Language / Transport Independent We use Apache Axis and Java, but you don’t have to. Currently use HTTP for transport but will likely support other asynchronous transports in the future (e.g. JMS). Widespread industry support for evolving standards No client side libraries required Quick development of applications

AE Services: Telephony Service Telephony Service is a web services interface that enables high-level call-control functionality over standard web-services interfaces (SOAP/XML). Telephony Service is hosted in a tomcat/axis SOAP (Simple Object Access Protocol) container. The initial release of telephony web service will provide the following call control functionality: Make Call Transfer Call Conference Call Disconnect Call Answer Call The initial release of this service will not provide events.

AE Services: Telephony Service Telephony Service hides the complexity of Call Control Client application does not need to deal with connections, call identifiers, etc. The only parameters required are extension and telephone numbers. All operations are independent. Transfer and Conference requests succeed even if the call was not originally established through the Telephony Web Service.

AE Services: User Service User Service is a web services interface that: Enables a single, shared, user identity concept for users of Avaya communication services and applications Integrates with Identity Management systems. User Service enables an automated, bi-directional, integration with an enterprise Identity Management system. User Service enables a single point of user authentication across Avaya products and platforms. The first Avaya applications to integrate with the User Service are the AE Services TSAPI Service and Converged Communications Server (SIP).

AE Services: System Management Service Exposes selected management features of the Avaya Communication Manager (CM) Enables SOAP clients to manage specific objects on your Communication Manager (display, list, change, etc) Previously this functionality was only available via low level protocol (OSSI) or terminal emulation (SAT) Now programmatic access is enabled via SOAP

Telephony Service: Click-To-Call App Communication Manager 3.0 5 Portal Client User 1 1 Portal Server Enterprise Custom Portlet LAN/VPN ClickToCall Java Client 2 AE Services TSAPI Service Telephony Service ** AXIS SOAP Container SOAP 3 Call Setup as 3rd Party Call Control Telephony Service includes: - Make, Drop, Answer, Transfer and Conference call - add on security via HTTPS and authentication - no client software - business software integration 6 Public Switched Telephony Network 4 Avaya Communication Manager 3.0

Actual code from sample application /** * Make a call from ext1 to ext2. * * @param ext1 The calling party. * @param ext2 The called party. */ public void makeCall(String ext1, String ext2) { System.out.println("Starting to make a call"); try { port.makeCall(ext1, ext2); } catch(Exception e){ System.out.println("Error invoking makecall to the Telephony Web service " + e); e.printStackTrace(); return; } // Set the session ID for the next request. setSessionID();

Sample of AE Services Users Call Recording Vendors: Witness (GA February 04 Enterprise & June 04 Quality offers) NICE [General Availability (GA) in December 04] Verint (GA December 04) eTalk, Teleformix, Dictaphone, Voice Print Independent Solutions Vendors: RedSky (EON) SDD (Wynn Resorts – Enhanced Property Mgt Systems) ANI (Custom Telephony Desktop Features) Microlink, LiteScape, Agile, DCC, Xtend, Forum, etc.. Customers: Many of our Fortune 500 customers are developing custom voice enabled applications

VoIP based recording Solutions Have Clear Advantage Over Legacy (TDM) Systems Support for TDM only, IP only and mixed environments, as well as support for secure, encrypted networks. Flexible configuration options meeting diverse customer requirements Software only with industry standard servers and operating systems Easier implementation and higher customer satisfaction Reduced Total-Cost-of-Ownership (TCO) with reduction of cabling. “Today, companies want to invest in integrated systems that offer a single point of administration on industry standard hardware because it’s more efficient, less expensive to maintain and offers investment protection for those using traditional telephony today and VOIP tomorrow. Our combined offering brings together the best of recording technology with the best in converged networks and services.” - Nancy Treaster, Senior VP, Global Marketing - Witness Systems

Target Market Medium and Large Enterprises implementing Call Center and office productivity CTI Business Process Integration Network based collaboration applications Application Enablement Services Platform will be made available to: ISVs (3rd party) Corporate Developers System Integrators Avaya Developers (internal) Go to Market Strategy Using the Avaya Developer Connection Program Training, Support, Downloads, Membership Levels, Inter-op Testing Lab, Co-marketing, etc.

CMAPI/CTI Roadmap to AE Services MV 1.x and prior DEFINITY Releases CM 2.x CM 3.0 AVAYA CT 1.3 AVAYA CT 1.3 Continue support for CM 3.0 with existing MAPD AE Services 3.0 Red Hat Enterprise Edition 3.0 Linux OS TSAPI Service CVLAN Service DLG Service CMAPI Service CVLAN r6/r8 On MAPD CVLAN R9 Red Hat Linux 9.0 CVLAN R9.1 Enterprise Red Hat Linux v3.0 CVLAN r6/r8 On MAPD Continue support for CM 3.0 with existing MAPD DLG On MAPD Need to define “Framework” and business value Define Services in Notes Clarify CM System Management to be only CM? Avaya CT will not move forward. TSAPI/JTAPI will require MVAP Telephony Service (CSTA Level 2): User Service: CM System Management Service: Note this is in partnership with CSD: things to figure out still: future of traditional CTI components. Definition of CSF – a thing?. In 1.0, “device and media control” aka cmapi. Sue pulled non-Avaya integrations; don’t see the near term value. Content Provided by: Call Center Software – Colleen Aguirre Avaya Network Routing – Colleen Aguirre CvLan – Tara McNeill IP Agent – Colleen Aguirre CTI – Tara McNeill SIP and IP Agent 6 Secondly, IP Agent has not been kept in synch with Softphone regarding presence and IM. The R5 team took at hard look but we could not have kept our scheduled commitments for R5 to specific customers if we took to the time to add in that functionality. It is desired by many call center customers and will therefore be addressed in R6 most likely. Bottom line, for IP Agent it is definitely on the roadmap. CvLAN R9: Added a level of redundancy for the connection between the CVLAN server and the switch Can administer multiple CLAN cards for redundancy Dynamic Queue slots so that we don’t run out of capacities Co-Res DLG DLG On MAPD Continue support for CM 3.0 with existing MAPD CMAPI 1.x CMAPI 2.x

What’s next? CY2005 CY2006 CY2007 API Consolidation Web Services Application Enablement Services 3.0 API Consolidation Device & Media Control (CMAPI 2.1) CTI API Consolidation CVLAN R9 Call Control (TSAPI/JTAPI) DLG Web Services Telephony Service User Service System Administration Service Secure Link Platform Support Red Hat Enterprise Edition 3.0 Linux Operating System Application Enablement Services API Enhancements Basic Call Control (XML) CSTA 3 (Single step conferencing) TSAPI support on Citrix Linux Client Interface Secure Link Enhancements Platform Support Red Hat Enterprise Linux 4.0 Application Enablement Services API Enhancements Advanced Call Control (XML) TAPI API Support for Mid-Market Web Services Telephony Service Enhancements User Service Enhancements Secure Link Enhancements Platform Support SIP Endpoint Support Duplicated Servers Web Services Logging/Alarming Core Service Need to define “Framework” and business value Clarify CM System Management to be only CM? Avaya CT will not move forward. TSAPI/JTAPI will require MVAP Note this is in partnership with CSD: things to figure out still: future of traditional CTI components. Definition of CSF – a thing?. In 1.0, “device and media control” a.k.a. cmapi. Sue pulled non-Avaya integrations; don’t see the near term value. Content Provided by: Call Center Software – Colleen Aguirre Avaya Network Routing – Colleen Aguirre CvLan – Tara McNeill IP Agent – Colleen Aguirre CTI – Tara McNeill SIP and IP Agent 6 Secondly, IP Agent has not been kept in synch with Softphone regarding presence and IM. The R5 team took at hard look but we could not have kept our scheduled commitments for R5 to specific customers if we took to the time to add in that functionality. It is desired by many call center customers and will therefore be addressed in R6 most likely. Bottom line, for IP Agent it is definitely on the roadmap. CvLAN R9: Added a level of redundancy for the connection between the CVLAN server and the switch Can administer multiple CLAN cards for redundancy Dynamic Queue slots so that we don’t run out of capacities ASAI 99 AUX Reason Codes (up from 9) 64 Links (up from 16 links) ASAI Call Origination from SIP Endpoints ASAI CY2005 CY2006 CY2007

For More Information Interested in learning more about AE Services? Avaya’s Support Website – http://support.avaya.com Look for Application Enablement Services under Find Documentation under ‘A’ Interested in learning more about our Developer Connection Program? http://www.avaya.com/gcm/master-usa/en-us/corporate/alliances/devconnect/index.htm

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