Copyright© 2004 Avaya Inc. All rights reserved Avaya Communication Solutions & Integration CDUG Scott Kamrath ASVP, CSI Western Region

2 Copyright© 2004 Avaya Inc. All rights reserved Today’s Agenda Avaya Global Services Today Communication Solutions & Integration (CSI) Mission Competencies/ Methodology IP Migration Planning Considerations

3 Copyright© 2004 Avaya Inc. All rights reserved Avaya Global Services Our role is to provide end-to-end support to Avaya customers In a TDM world, this means designing in, installing, monitoring and maintaining Avaya products In an IP world, this means architecting solutions, installing-integrating-maintaining Avaya products, and continuously monitoring and managing the entire multi-vendor environment

4 Copyright© 2004 Avaya Inc. All rights reserved Service Requirements in an IP World Avaya products operate in an open, multi-vendor environment. 1.Understand each customer’s business problem 2.Architect a solution that works in that customer’s environment 3.Implement and integrate the solution 4.Product installation 5.Maintain Avaya products and platform elements 6.Continuously monitor and manage the entire environment Professional Services (CSI) Installation & Maintenance Services Managed Services To meet customer expectations, we must:

5 Copyright© 2004 Avaya Inc. All rights reserved CSI Mission & Strategy Reaching our Customers Via all Avaya channels  Direct  Business Partners  DevConnect Partners  Global Systems Integrators Foundation for Success Easy to do business with – response, flexibility Common processes and knowledge management Competitive pricing and bid process World class Competencies - Convergence ( security, continuity, networking), Integration, Project/Program Management Value enhancing Trusted Advisor and SI of choice for Avaya solutions IP Telephony Contact Centers Messaging Unified Communications Avaya strategic and competitive advantage through convergence and application integration

6 Copyright© 2004 Avaya Inc. All rights reserved Business Communication Consulting –Align business and communication strategies to target the right technologies IP Migration Consulting –IP Readiness, –LAN / WLAN, Data, Multi-vendor networks –Security –Continuity Application Consulting and Integration –Contact Center –Messaging –Unified Communications Project / Program Management –Single Point of Accountability for Complex Solutions –Manage Scope, Schedule, Cost, Risk Delivering Professional Services for Communication Applications

7 Copyright© 2004 Avaya Inc. All rights reserved Employing Best Practices, Delivery Tools and Proven Methodologies Solution Planning & Preparation –Risk Mitigation Solution Deployment –Speedy Implementation Solution Design & Development –Expert Integration Solution Assurance –Quality Throughout Education & Knowledge Transfer –Safe Takeover Project & Program Management –On Budget Delivery

8 Copyright© 2004 Avaya Inc. All rights reserved CSI Competencies Business Communication Consulting IP Migration, Security, Business Consulting Contact Center Messaging, Unified Communications Program Management

9 Copyright© 2004 Avaya Inc. All rights reserved Business Communication Consulting DrivesEnables Technology Strategy and Selection Business Strategy Business Communication Strategy and Architecture What Technology When Benefits Architecture Integration Vision/Goals/Identity Products/Services Customers/Target Markets Competitive Position Media Metrics Processes Organization Positioning and Value

10 Copyright© 2004 Avaya Inc. All rights reserved Avaya Business Communication Consulting Strategy DevelopmentBusiness OptimizationMigration Planning Achieving your strategy requires business and technology acumen to move your business from where you are today to where you want to be If your network and infrastructure are not running at peak efficiency, you are forfeiting part of your investment Staying ahead of your competition requires constant change for your business and your communication needs Industry expertise providing insight and information addressing your most important business challenges Prescriptive solutions tailored to your infrastructure, requirements and business drivers Delivering: Providing acknowledged experts to help our customers with:

11 Copyright© 2004 Avaya Inc. All rights reserved LAN / WLAN / Data Services Data / Converged networks Design, Staging, Installation, Configuration Wireless Assessment, Design, Implementation Multi-Vendor (Cajun, Extreme, Cisco, etc.) IP Migration Consulting IP Readiness IP Readiness Testing (ExpertNet) Migration Strategy & Planning System Implementation & Testing Operational Readiness (Day 2) Multi-Vendor (Cajun, Extreme, Cisco, etc.) Security Consulting Risk Assessment Policy Development Architecture, Design Hardening Services (PBX, CMS, etc.) Business Continuity Risk Assessment Policy / Plan Development Ongoing Conformance Program Management Services Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost)

12 Copyright© 2004 Avaya Inc. All rights reserved Security Hardening Services Lockdown & Harden your Telecom Systems from: –Theft of Service – I.E. Toll Fraud –Denial of service –Disclosure of information –Information modification –Unauthorized access –Hacking, Eaves dropping, Traffic analysis Avaya Communication Manager, Definity, Gateways, CMS, Intuity, IVR/IR, Octel, Predictive Dialer and more…………… One Time, Semi-annual or Quarterly Reduce Risks –Prove Security Compliance –Protect the privacy of information and system users –Assure system integrity and availability Control Costs –Minimize liability/legal costs –Avoid costly toll fraud and remediation –Plan annual security budgets with predictable costs Generate Revenue –Keep reputation, customer and business partner trust & loyalty –Focus your crucial resources to build the business What we do: Benefits for you:

13 Copyright© 2004 Avaya Inc. All rights reserved Self-Service Interactive Response Conversant Avaya Speech Application Builder Proactive Contact Inbound / Outbound / Blended Dialing Solutions Custom Integration (desktop applications) Contact Center Services Voice Solutions Call Routing Business Advocate, Interaction Center CTI Integration Contact Management Multi-Channel (voice, Web, , Chat) Interaction Center, Call Center Express Multi-Vendor, Custom Integration Reporting Avaya CMS (BCMS, BCMR, CMS Supervisor, Custom Interfaces) Avaya Operational Analyst (Multi- Channel, CMS data aggregation) Operational Effectiveness Call Recording / Quality Management (NICE, Witness, Verint) Workforce Management (Blue Pumpkin) Program Management Services Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost)

14 Copyright© 2004 Avaya Inc. All rights reserved Messaging / Unified Communications Modular Messaging Solutions IMAP4 Client Access Outlook / Notes Interface Web Client Interface Custom Caller Application Development Fax Integration Adoption Support Services Avaya or MS Exchange Message Store INTUITY AUDIX Message Manager Fax Integration Message Networking Interchange / Message Networking Custom Network Design, Deployment, Administration, Testing, Knowledge Transfer Program Management Services Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost) Octel Visual Messenger Octel Access Server Unified Communication Center Speech Access (MS Outlook)

15 Copyright© 2004 Avaya Inc. All rights reserved Complex Engagements Require Program Management Trouble-shooting Costs Money Uncontrolled Scope Causes: –Indefinite Project Delays –Costly Business Disruptions Reduced User Productivity Poor Customer Service Lost Revenue Opportunities “Enterprises that are content with an ‘on-the-fly’ approach to installation and integration should prepare themselves for the inevitable — budget over-runs due to costly rework, big misses on the Consulting and Integration schedule, and worse of all — deteriorated end-customer support.” — Dr. Jim Metzler, President Ashton Metzler & Associates Risks of Poorly Managed Projects:

16 Copyright© 2004 Avaya Inc. All rights reserved Program Management Services Provide a Single Point of Contact and Accountability –Large Corporate/University Campus Projects –Multi-Site Projects for Consistent Roll-out Create a comprehensive Implementation Plan / Master Schedule Coordinate all Avaya Global Services Implementation Resources Provide an essential interface to the Customer Use a time-tested implementation methodology Experienced, PMI certified personnel Minimize delays and cost increases

Copyright© 2004 Avaya Inc. All rights reserved IP Migration Considerations CDUG Bryan Jefferson Managing Consultant, CSI Western Region

18 Copyright© 2004 Avaya Inc. All rights reserved IP Migration Consulting Services Planning is a critical component of successful IP migrations –Voice and Data place significantly different (and potentially conflicting) demands on your data network. Avaya helps clients effectively prepare for and transition to IP. –IP Readiness Testing (ExpertNet) –Migration strategy, planning –Implementation services –Operational Readiness (“Day 2”) –Validation / Troubleshooting services Vendor neutral Supports strategic decision making (“When / why should I migrate to IP”) and implementation (ensuring smooth migration)

19 Copyright© 2004 Avaya Inc. All rights reserved VoIP Challenges Voice and Data have different requirements Most data networks do not deliver to the performance standards needed in a converged environment Multi-vendor network components (interoperability) Most networks have congestion –Problems hidden by applications –Or, users are tolerant (same users will NOT tolerate bad video/voice) Users have expectations for voice quality, regardless of the technology

20 Copyright© 2004 Avaya Inc. All rights reserved Voice vs. Data: Fundamentally Different Networks VoiceData Connection-basedConnectionless GuaranteedBest-effort Black phones, intelligent networks Smart hosts, dumb networks Stable and predictableDynamic and exponential growth

21 Copyright© 2004 Avaya Inc. All rights reserved Congestion is Inevitable At some point, the current network will experience congestion that will degrade voice quality Congestion Effects: - Packet loss – Buffers fill up – additional packets are dropped *Causes audible gaps in speech - Jitter Buffered packets are transmitted with varying delays *Causes distortion in the play-out of the reconstructed voice signal - Delay – Packets are buffered (queued) before being transmitted *Causes talkers to interrupt one another

22 Copyright© 2004 Avaya Inc. All rights reserved Avaya’s Convergence Recommendations Baseline the current network Develop a QoS strategy Make improvements before converging –Stabilize –Streamline –Optimize routing tables –Redundancy –Service Level Agreements Implement QoS end-to-end Adjust support processes Monitor performance

23 Copyright© 2004 Avaya Inc. All rights reserved Avaya ExpertNet - Powerful Support Tools Assists Avaya experts in assessing your network for IP readiness Enables analysts to pinpoint network issues Integrates call path with device utilization and end-to-end QoS statistics Provides live network assessments 24/7 Supports seamless integration with IP Telephony Automatically discovers all network devices Scans entire network and/or sub-networks Polls the discovered network elements Collects device and interface information Generates chosen sets of synthesized calls Provides visualization of call path and data

24 Copyright© 2004 Avaya Inc. All rights reserved How Call Synthesis Works Place synthetic call endpoints on IP Telephony deployment subnets Inject traffic (RTP) flows between endpoint pairs Monitor end-to-end QoS –Delay –Jitter –Loss Store data ExpertNet Server