Time to Delivery the 2nd Part of the IP-PBX Story: Applications Scott McKechnie Director of Application Enablement Avaya © 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.

What Are We Covering ? What are the Customer Drivers for Applications ? Intelligent Communications Is there Money in this Market ? Examples - Real Customer Use Cases Are IP-PBXs Easier to Work With Using Web Services ?

Voice Mail IP-PBX Server Consistent user experience and capabilities Ubiquitous access Worker Mobility Improved Customer Service, Business Efficiency & Worker Productivity Distributing Communication Applications Over IP Branches leverage central applications, resources and each other Consolidating and Centralizing Systems, Management and Reporting Route to remote agents anywhere in the world Access to Experts Distributed virtual contact center 24 x 7 CTI IVR, Pred. Dialer, OA Universal Branches Broadband PSTN

Multimedia Contact Enabled with SIP Serving Customers via Context, Business Processes, Speech, and Visuals Universal Branches Access to Experts Route to any agent SIP Gateways Queuing, IVR/Speech, Video, Messaging, IM Soft ACD & CRM Services on Gen CPUs Corp App Servers Web Services / SOA REPORTINGREPORTING PSTN Voice & visual access Mobile Callers Click-to- connect web users Broadband Wireless PSTN

Intelligent Communications Enabled by Business Communications Applications Making people more productive, processes more intelligent, customers more satisfied

What is Business Communications Applications? Instant Messaging Voice Messaging Unified Communication Telephony Contact Centers Mobility & Softphone Conferencing Collaboration

What is Business Communications Applications? Instant Messaging Voice Messaging Unified Communication Telephony Contact Centers Mobility & Softphone Conferencing Collaboration

Business Communications Applications Market Software and Services Estimate of 2006 Global Market Size: $30 billion 20% CAGR IP Telephony 19% 14% Collaboration 3% Collaboration 3% Conferencing 11% Conferencing 11% Converged Clients 15% Converged Clients 15% Contact Center 26% Software: $13b Services: $17b UC, Messaging 12% UC, Messaging 12% Source: Avaya analysis (May 2005) on an end-user revenue basis, based on various industry analyst reports, including Datamonitor, Dell’Oro, Frost & Sullivan, Gartner, IDC, In-Stat/MDR, Synergy, Radicati, and Wainhouse

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

Intelligent Communications Embedded into the Fabric of Business Modular Functionality Becomes Building Blocks for Enterprise Applications and Processes

Uses for Communication Services Business Process Flow Appliance Desktop Business Application Business + Communications Task Flow Business Application

Web Services Standards Readiness Transport Protocol IP, TCP, HTTP Messages XML, SOAP Service Description WSDL Today Security standard WS-Security Addressing WS-Addressing Orchestration WS-BPEL 1-2 years Reliable Messaging WS-Reliability, WS-RM Distributed Mgmt WSDM Provisioning WS-Provisioning 2-4 years

Major US Railway: Hauling Hazardous Material Use Case “US Rail will enter Smallville, USA at 11:25PM – Press 1 if you understand..”  Real-time event driven  No human intervention  Response logging On Demand Conference De-Railment “Emergency call – US Rail has detected a de-railment at location XYZ “  Presence base routing  On demand conferencing  Pre-explanation of event

Portal Server Enterprise Custom Portlet LAN/VP N ClickToCall Java Client 2 4 IP-PBX 5 Integrate Telephony Service to Corporate Portal All Calls Utilize Corporate Network/Lines Telephony Service provides: - Drop, Answer, Transfer and Conference call - add on security via HTTPS and authentication - no client software - business software integration 6 Public Switched Telephon y Network Portal Client 1 Application Enablement Server AXIS SOAP Container SOAP 3 3 rd Party CC Service Telephony Web Service

High Scale Lodging Industry Typical Applications Property Management Sys Reservations Building Emergency Srvs E911 Billing, etc… Using IP-PBX System Administration Web Services  Create guest phone identity (Name, Access code)  Personalize the guest’s phone to work/vacation mode  Download content for guest’s preferences (meals/shows)  Lock-out phone after guest checks out

Traditional APIs Application Enablement Services Service Oriented Middleware TSAPIJTAPITAPI TSAPI, JTSAPI, TAPI CSTA III, XML/SOAP XML/RPC SIP UA Telephony Web Service Telephony Web Service Conference on Demand Etc. Business Apps Communications Apps Business Apps Communications Apps Business Apps Communications Apps Business Process Flow Business Portal Today: Converged Network & APIs Tomorrow: Converged Communication Services SIP IPTML XML/SOAP VXML SMS WML PSTN, IP Tightly Integrated Applications w 3 rd Party Vendors Vendor Specific TDM-ISDN to IP-H.323 to SIP to Converged Networks More Loosely Coupled, Plug and Develop Applications w/ Many 3 rd Party Vendors

Customers looking for VoIP to deliver the “next generation” application to the enterprise IP-PBXs are getting “better” by providing the Application Enablement Platform and Web Services to create Business Communication Applications The “killer app” is the Application Enablement Platform This is a big market and getting bigger Summary Get Your Piece of the Pie