1. Avaya Communication Manager 4
Avaya Communication Manager 4.0 Steve Boston Design Engineer
9/21/2018

2. Evolution to Intelligent Communications
Rich multimodal user experience
Dynamic applications
Comm-Enabled Business Processes
Built on Converged Networks
Highly
Resilient
IP Networks
Converged
Integrated voice, video & data applications
Enterprise wide application optimization
Deploy and leverage IP infrastructure
Traditional
Separate voice, video & data networks
Mode specific devices
VoIP Gateways
IP QoS
Best Effort
Integrated
Modular Systems
Service Oriented Architecture

3. Avaya IP Telephony Creates New Business Value and Saves Money
Strategic Impact
Business Continuity, Security & Disaster Recovery
Infrastructure Savings
Telecom cost savings
Cabling savings
Simplified Operations
Centralization lowers operational costs
Consolidate equipment & licenses
Decrease maintenance/upgrade costs
Automate Move Add & Change
Solutions for mobile & home workers
Application & desktop integration
Multi-media collaboration
End User Productivity
Increase business agility
Drive competitive advantage
Global, virtual Customer care
Strategic Benefits
Functional
Operational
Value for the Enterprise

4. Avaya Communication Manager Release 4.0 Enhancements
Business Continuity
Maintain dial plan across network during a network outage – minimizes business disruption
Scalability
Continue to support Flatten Consolidate and Extend Strategy with scalability in key areas -Leverage cost savings and simplification with consolidation
Security
Support IT departments that need to manage security across a broad enterprise in a converged environment – simpler security management
Business Telephony Features
Broaden Communication Manager features

5. Avaya Communication Manager Solution Portfolio
Communication Manager Software
Media Servers
Standalone or Survivable Servers
S8500 / MultiVantage Express® Simplex Communication Server
S8300 / S8400 Embedded Communication Server
S8720 High Reliability Communication Server
Media Gateways
NEW
NEW
Integrated Management Suite
/G250 Branch Gateways for very small offices
IG 550 Integrated Gateway for
Juniper Routers
G350 Branch Gateway for small offices
G700 Stackable Gateway for medium offices
G650 High-Density Gateway
G860 High-Density Trunk Gateway
Classical Cabinets
Re-used as Gateways
Communication Devices
IP Softphone IP Agent
IP SoftConsole
4625 Color IP
Screenphone
Low cost IP
9620
9630
Global Services

6. Multi-level Business Continuity Architecture Making the best better
MAIN DATA CENTER
BACKUP DATA CENTER
Room #1
Room #2
Connection Preserving for auto failover & fallback
Local Source Announcement & Music
2) Protect against Disasters
ESS – Enterprise Survivable Servers
Primary hot-standby servers
ESS Server
Intelligent
overlay
1) Preserve control from Primary Server
Hot-standby servers
Multiple IP interfaces with hot-standby redundancy
Link Bounce Recovery
Gateway WAN backup, PSTN overflow, modem dial backup
3) Local Survivability Standard or Enhanced
New options – SLS on G350
IG550 for Juniper J-Series
New
CM 4.0
PSTN
New
CM 4.0
4) Minimize Disruption - Dial Plan Transparency
ESS Auto Return to Main
CDR Survivability
99.999% availability = less than 5mn down time per year
High Availability without Complexity

7. Communication Manager 4.0 Business Continuity
Enterprises need transparent communications application availability in main, branch and regional offices
New solutions enhance Avaya’s market-leading business continuity story
Dial plan transparency via PSTN in LSP or ESS mode (when IP network goes down)
Automatic return to primary server after failover from an ESS
Standard Local Survivability Support on G350 Media Gateway, new IG550 Integrated Gateway (in Juniper J-Series router)
Call Detail Record (CDR) Survivability when a gateway or port network is in under control of LSP

8. Business Continuity Dial Plan Transparency
Dial Plan Transparency (DPT)
Preserves users’ dialing patterns when local gateway is registered with LSP or ESS
Applied when calls are being rerouted through PSTN instead of private IP network
Built on IGAR technology
Limited feature transparency
Only works with point to point calls (no redirected calls)
Centralized Main Site
ACM
LAN
IP WAN
PSTN
LAN
Remote Branch in ELS mode deliver full service – including dial plan preservation

9. Standard Local Survivability (SLS) - Overview
Low cost survivable option for a single survivable branch office.
Alternative to use of LSP in larger nodes
Similar to Cisco’s SRST
The survivable call processing engine is resident in the MG firmware
Build-in software module called SLS
Call engine and routing for support of local stations/trunks
Administrable via PIM or local gateway CLI.
Available in R4.0 for:
G250(all models)
G350 (hardware suffix C and above)
IG550 gateways (4350, 6350)

10. Standard Local Survivability (SLS) - Active Mode (cont) -
When not able to successfully register to CM (according to the MGC list), then enter survivability mode (last choice in the MGC list)
The gateway would try to register for the primary search time (60 sec default). Then it would spend 20 seconds per secondary LSP to register.
Lastly the gateway perform a H.248 registration with SLS module (3 sec).
In survivability mode:
Enable internal H.323 Gatekeeper and H.248 Media GW Controller
Configures dial plan tables and gateway’s legacy stations/trunks.
Allow local IP phones (that are administered on the gateway) to register with the internal gatekeeper.
Uses the administered “extension number” as alias and “password” for key for IP phone authentication
During transition to survivability mode, only local IP-IP calls will be preserved.
Keep trying to re-register to CM, according to the MGC list and recovery timers

11. Features Not Supported in R4.0 SLS
3-party conference call
Call forward on busy/don’t answer
Auto-hold
Caller-ID for analog phones
MOH or playback of announcements
Call center features
Voice mail coverage/access
Connection preservation of failure to SLS or fall-back to CM

12. Avaya IG550 Integrated Gateway For Juniper J4350/J6350 Routers
H.248
Gateway
Trunk/Line
Card
TIMs
TGM
Any slot
Telephony Gateway Module (TGM)
Targets 2 to 100 users
Local survivability (SLS), PSTN connectivity
Rich feature set
Access to central Communication Manager and other communications applications
Complementary with other Avaya gateways
Security: full media encryption
Call Center agents supported
6-party meet-me conferencing
Local music-on-hold & voice announcements
Telephony Interface Modules (TIM)
Analog, T1/E1, PRI and BRI options
Simplified Management
Joint Installation Tool, HP OpenView support
Centralized Avaya Integrated Management
H.248 Telephony Gateway Module
2 analog trunks and 2 analog stations
Modular DSP, memory expansion
Analog: 4 trunks, 4 stations
Choice of Telephony Interface Modules
T1/E1 or PRI trunks
4 BRI trunks

13. Survivable CDR What Is Survivable CDR?
When in LSP mode, CDR records for an active LSP can be stored on the LSP’s local hard drive.
Enables use of encrypted link between LSPs and CDR adjunct.
Provides for preservation of CDR records from LSPs when switch fragments.
LSP can store up to 20 CDR data files at one time with approximately 140K call records stored per file.

14. Scalability Overview
Large enterprises need increased capacities as they
Flatten, consolidates, and extend their communications application server/gateway infrastructure (due to M&A and/or Contact Center virtualization)
Avaya solutions
Introduction of 8720 “XL” configuration with expanded Communication Manager capacities
Dial plan increased up to 13 digits to allow customers to consolidate their network seamlessly without requiring changes to their user extension
Centralized software updates for LSP/ESS via SUM
G860 for T3 trunking and equipment consolidation (US Only)
SIP Trunking Enhancements
Short Number
a= John Smith
Dial Plan Expansion or
John
dials
Long Number
a= John Smith

15. Scalability Trunks, Media Resources, Attendant Consoles
New
CM 4.0
Logged in agents, from 5,200 to 7,000 - Logged in agents per skill, from 3,000 to 7,000 - Logged in agent skill pairs, from 60,000 to 100,000 - Steps per vector, from 32 to 99 - VDN variables, from 5 to 9 - Vector variables, from 26 to 702

16. Increased Capacities DESCRIPTION STANDARD EXTRA LARGE Trunks 8,000
12,000
Tone Detectors
1200
System Announcements
3,000
9,000
TN2501 VAL Boards 10
128
Attendant Groups 28
414
IP Ports Max
24,000
Logged-in Agents
5,200
7,000
Logged-in Agents per Skill
Logged-in Agents Skill Pairs
60,000
100,000
VDN Variable 5 9
EC500 Enhanced CLID Support
54,000
108,000

17. Scalability G860 Media Gateway
US Only Product
High Density Interfaces – DS3s
Small Footprint (5U) and Lower Cost
Reduction of carrier access charges
(Break-even point for DS3 is around 7 T1s)
Lower costs associated with acquiring and maintaining data center floor space (up to 85-90% reduction in space required)
Operational and maintenance cost savings by eliminating a large number of G650 gateways (less power, UPS, cooling needs)
SIP Connectivity to Avaya Communication Manager
Carrier Grade Reliability
Works in Conjunction with G650s
Targeted to Large IP-based Contact Centers and Campuses
Installed and supported by Avaya Global Services

18. Gateway Positioning Trunk Capacity Frac T1 (2) T1 (8) T1 DS3 (3) DS3
Port Network
G700
H.248
G350
H.248
G250
H.248
Note: G650 is required in the HDTG solution

19. Integrated Management 4.0 More centralization and more devices managed
Support Communication Manager 4.0 enhancements
Security, scale, new hardware and phones, survivability enhancements
Support Partner Products
Juniper, Samsung, Extreme, Polycom
Enhanced serviceability and manageability of Communication Manager
Centralized software/firmware upgrades and updates
Distribution of license and authorization files
Improved alarm handling
Enhanced VoIP monitoring and analysis tools for IP telephony users
Granularity for large scale customers
VMM and CNA integration for mid to large solutions
Application licensing for server based apps
ISPA
ISP C
Regional Contact Center
INTERNET
ISP B
Branch Office
Headquarters
MPLS

20. Communication Manager 4.0 Security Enhancements
Enterprises want their application security functions to conform to internal standards
Avaya solutions
Authenticate Communication Manager and Linux-server based administrative logins with centralized RADIUS, Microsoft Active Director, or LDAP compliant Authentication Server
Centralized control of logins and passwords
Lower TCO; compliance to policy
Integration of Communication Manager log files with industry standard syslog server
Centralized log of security events
3rd Party Software (Anti-Virus, asset management, etc) can now be added to Avaya Media Servers
SRTP support for media encryption between SIP and H.323 endpoints

21. Security Centralized Authentication of Administrators
All administrators authenticate with customer’s AAA Server when requesting access into a VoIP server
Leverages role based administration (i.e. “Authorization”)
Ties CM authentication into data infrastructure that majority of data devices use today
Examples include RADIUS / Active Directory
Local authentication will still be allowed
Also exists for branch office gateways and CCS
Allow customer to use their own PKI certificate for network architecture authentication
Customer can prove to auditors he is in total control of network security
AAA admin, SIP TLS links
Authentication
Server
Admin

22. Security Secure Management
Role-based Authentication
Each administrators assigned to a role
Access is only to necessary admin screens
Roles include
Audit, security, applications, backup, network maintenance, etc.
Enhanced CM Logging
Single log file with events sent to external syslog server
More detail covering admin changes (moves, adds, changes)
Record who, what, when
Helps adherence to HIPAA, GLBA, SOX regulations
Send security events to an external syslog server
Successful and failed admin login
Logout
Successful and failed endpoint authentication
DoS attacks
SAT changes
Syslog
Server
Admin

23. SAT: Logging Levels

24. Sample SAT Detail Logging
Add Station Next
Sep 8 14:39:43 sray3-srv1 logmanager: pam[14921]: sat init init 0 s login
Sep 8 14:45:43 sray3-srv1 logmanager: tui[31780]: sat init init 0 s change logging-levels Log Data Values: | none | both
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Type: | 6408D+ | 6402
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Port: | | ip
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Name: | | logging test
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Coverage Path 1: | | 1
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Speakerphone: | 2-way | 1-way
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Time of Day Lock Table: | |
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next LWC Activation? | y | n
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Auto Select Any Idle Appearance? | n | n
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Select Last Used Appearance? | n | n
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Conf/Trans on Primary Appearance? | n | y
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Room: | | my room
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Type: | | 4602+
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Port: | ip | IP
Sep 8 14:48:10 sray3-srv1 logmanager: tui[31780]: sat init init 0 s add station next Loss Group: | 2 | 19
Sep 8 14:49:20 sray3-srv1 logmanager: tui[31780]: sat init init 0 s change logging-levels
Sep 8 14:49:38 sray3-srv1 logmanager: tui[31780]: sat init init 0 s remove station 3004

25. SAT: Customer Defined Profiles
Note: screens independent of feature activation or license. Access trumped by license.

26. SAT: Detail Profile Pages
Administration
Maintenance
R=read only
M=maint permitted, requires admin R minimum
W=read/write
— = no access
— = no acces

27. Avaya one-X Deskphone Edition 9600 IP Telephones
9/21/2018

28. Needs of Specific Users
Walk Up
Everyday
9620
9610 GA January
Designed to Meet the
Needs of Specific Users
Navigator
Essential
9650
9630 w/ SBM 24

29. 96xx Hardware – 9610/9640/9650 Overview
FEATURE
9620/9630
9610/9640/9650
Administrable Call Appearance/Feature Buttons
9620: 12
9630: 24
9610: "6"
9640/9650: 24
Display and associated buttons and LEDs
9620: 320x160 pixels, 4 gray scale, no buttons with backlighting, 3 LEDs on right
9630: 320x240 pixels, 4 gray scale, with backlighting, 6 buttons on right, 6 LEDs on right
9610: 160x160 pixels, 4 gray scale with backlighting, no buttons
9640: 320x240 pixels, 65K color, with backlighting, 6 buttons on right, 6 LEDs on right
9650: 320x240 pixels, 4 gray scale, with backlighting, 3 buttons on right, 3 LEDs on right, 8 Aux buttons
Softkeys 4
9610: 2
9640/9650: 4
Navigation Keys
9620: Up, Down, Left, Right, OK, Phone, Call Log, Contacts, Avaya Menu, and Message
9630: Up, Down, Left, Right, OK, Phone, Call Log, Contacts, Avaya Menu, Message, and Forwarding
9610: Up, Down, Left, Right, OK, Start, and List
9640/9650: Up, Down, Left, Right, OK, Phone, Call Log, Contacts, Avaya Menu, and Message
9640: Forwarding
9650: Aux Shift

30. 9640 Sample Screen Colors not administerable
Highlighted Application Line drives Title, Prompts, and Soft Keys
Highlighted Soft Key is invoked if OK pressed

31. Sample 9650 Screen Above black line is essentially a 9620
Below are 8 Aux buttons
Sample shows 4 bridged call appearances (one In-Use) and 4 Abbreviated Dial buttons
Aux buttons may also include feature buttons
Black Line

32. Avaya 1600 Series Value Edition IP Telephones
9/21/2018

33. Avaya 1600 Series IP Telephones
1603
1616 with SBM32 Button Module
1608
Low-end
"walk-up"
"Everyday"
desk phone
"Navigator" Tool for
Receptionists, etc.

34. 9600 and 1600 IP Phones – Customer Use Profiles
9600 Series
For mainstream and strategic communicators
Superior communications experience
Wideband audio quality
High quality backlit adjustable displays, color
Modular expansion, USB
Walk-up
Everyday
Essential
Navigator
9630, 9630G
9650
9610
9620
9640
1603
1600 Series
For basic communicators
Cost effective telephony, with display and speakerphone
Paper labels
1616
1608

35. Communication Manager 4.0 Business Telephony Features
Several new capabilities to better meet customer needs around the world
New features include:
Mobility Enhancements
Team button
Mask CLI for internal calls
Enhanced call forward based on busy/idle status and internal/external calls
Lock/unlock stations based on ToD and DoW
Maintain external call ring after internal call transfer

36. Team Button
Similar Functionality to Bridged Call Appearance, Call Pickup & Busy Indicator Combined
Two Primary Functions
Team Button Monitor (idle, busy, ringing)
Team Button Execute:
Speed dial monitored station
Call pickup for monitored station when latter is ringing
Mobility
538
538 - -
1231
1231
538
538
538 - - -
1230
1230
1230
Maximum of 15 Team Buttons per Telephone
538
538 - -
1232
1232
Virtual Team X
3 Team Members
All members have bi-directional relationship

37. Unified Communication
Portal
Telephony
Personalized
Extension to Cellular
Active Communications
Conference Management
History
Voice Messages
Directory Integration
Users simplicity - one common interface for telephony, messaging, conferencing
Use in the office or remote
Strengthens business continuity capability
Web-based meets IT need for smaller PC footprint

38. Flexible Modes of Operation
Portal
Shared
PC Only
Dual Connect
Call Control
Call Control
Call Control
Call Control
Voice
Voice
Voice
In the office
Hotel / Internet Only
Virtual Office
Maintain enterprise identify for all inbound/outbound calls

39. Avaya Call Center Communication Manager 4.0 Enhancements
9/21/2018

40. Call Center 4.0 Enhancements/Updates
Capacity Increases:
Simultaneous logged-in ACD/EAS agent capacity increased to 7,000 (from 5,200)
Agents logged into the same skill capacity increased to 7,000 (from 1,500 or 3,000)
Logged-in Agent Skill Pairs increased to 100K (from 60K)
Total Hunt Group Dynamic Queue Slots increased to 15,000 (from 12,000)
Maximum steps per vector increased to 99 (from 32)
Vector Variables increased to 702 [from 26 (A-Z)]
VDN Variables increased to 9 (from 5)

41. Call Center 4.0 Enhancements/Updates, continued
Duplicate Vector SAT/SA (System Administration) Command
Forced Agent Logout by Clock Time
Improved Integration with Avaya Proactive Contact
Service Hours Table Routing
Support Multiple Observers with Service Observing
Vector Step Command for Comments and Comment-Out capability