1. Avaya Application Enablement Services Application Enablement Architect
Joel Ezell
Application Enablement Architect

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

3. 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

4. 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

5. 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)

6. 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

7. 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

8. Application Enablement Services

9. 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.

10. 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

11. 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.

12. 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.

13. 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).

14. 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

15. Telephony Service: Click-To-Call App Communication Manager 3.05
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

16. Actual code from sample application
/**
* Make a call from ext1 to ext2. *
ext1 The calling party.
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();

17. 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

18. 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

19. 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.

20. 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

21. 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

22. For More Information Interested in learning more about AE Services?
Avaya’s Support Website –
Look for Application Enablement Services under Find Documentation under ‘A’
Interested in learning more about our Developer Connection Program?

23. Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup™ FIFA Women’s World Cup USA 2003