SIP - Michael McNamara

Report
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Modern Contact Centers
Centered on SIP and Grids
Stephen R. Durney
Director, Contact Center
Avaya
#AvayaATF
@StephenDurney
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
NOTICE
Certain statements contained in this roadmap are forward-looking statements. These
statements may be identified by the use of forward-looking terminology such as
"anticipate," "believe," "continue," "could," "estimate," "expect," "intend," ”intent”, may,"
"might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We
have based these forward-looking statements on our current expectations, assumptions,
estimates and projections. While we believe these expectations, assumptions, estimates
and projections are reasonable, such forward looking statements are only predictions and
involve known and unknown risks and uncertainties, many of which are beyond our
control. These and other important factors may cause our actual results, performance or
achievements to differ materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. For a list and description of
such risks and uncertainties, please refer to Avaya's filings with the SEC that are
available at www.sec.gov/. Avaya disclaims any intention or obligation to update or
revise any forward-looking statements, whether as a result of new information, future
events or otherwise.
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Our Vision
©2013 Avaya Inc. All rights reserved
4
February 26-28, 2013 | Orlando, FL
Avaya
Fit For Purpose, People First, Innovation
Certain statements contained in this presentation are forward-looking statements. These
statements may be identified by the use of forward-looking terminology such as "anticipate,"
"believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan,"
"potential," "predict," "should" or "will" or other similar terminology. We have based these
forward-looking statements on our current expectations, assumptions, estimates and
projections. While we believe these expectations, assumptions, estimates and projections are
reasonable, such forward looking statements are only predictions and involve known and
unknown risks and uncertainties, many of which are beyond our control. These and other
important factors may cause our actual results, performance or achievements to differ
materially from any future results, performance or achievements expressed or implied by these
forward-looking statements. For a list and description of such risks and uncertainties, please
refer to Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any
intention or obligation to update or revise any forward-looking statements, whether as a result
of new information, future events or otherwise.
Small & Medium
Enterprise
Midsize
Enterprise
Enterprise
SERVICES
Unified Communications | Contact Center | Data
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Our Vision
©2013 Avaya Inc. All rights reserved
6
February 26-28, 2013 | Orlando, FL
Avaya’s Answer: Avaya Aura®
Now & Future
Big Data “Grid”
Past
Recent
App
App
Application
Application
Application
SIP
Connection Mgmt
Connection Mgmt
Access
Connection Mgmt
H.323/UniSTIM
SIP
Legacy TDM
Access
Access
IP Telephony
©2013 Avaya Inc. All rights reserved
7
Enterprise IMS
February 26-28, 2013 | Orlando, FL
IP Multimedia Subsystems (IMS)
• IMS Standard was originally defined in 1999 by 3GPP
• Third Generation Partnership Project
• IMS was intended to facilitate Service Providers in combining their
wireline and wireless operations
• Service Providers use IMS Service Providers to implement the
Quad-Play (e.g. combine broadband, cable, wireless, and wireline)
• IMS allows Service Providers to give their subscribers a very
feature rich experience independent of location and device(s)
• Benefits
•
•
•
•
•
Layered Architecture
Decoupling of Users from their Devices
Loose Coupling of Users from their Services
Proven Scalability & Reliability
Multi-Vendor Support
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Enterprise IMS (E-IMS)
•
•
•
•
IP Multimedia Subsystems (IMS) -- 3GPP Standard
Take proven IMS principles and appropriate SIP standards from IMS
Without compromising on functionality, scalability, or reliability, E-IMS simplifies and
makes IMS practical for the enterprise
Three tier architecture, decouples users from applications
IMS defined by 3GPP
Avaya E-IMS Architecture
System Mgr
App
APP IPS
MM
EP
SM
CM
ACE
SM
IP
App
Service
Provider
PBX
KTS
©2013 Avaya Inc. All rights reserved
SIP
GW
Endpoint
Endpoint
February 26-28, 2013 | Orlando, FL
Avaya CC Architecture
Control Manager
System Manager
IC
R
PS
EP
AA
CC
PSTN
CM
SIP
Trunks
SM SM
Avaya Aura® Session Manager
(Up to 10)
SM
SM
SM
SIP
SIP
SIP
SBC
SIP
SIP
AACC Agents
(AADD)
AACC Agents
(AADD)
©2013 Avaya Inc. All rights reserved
TDM
Trunks
10
Elite Agents with
H.323 Terminals
Gateway
Elite Agents with
SIP Terminals
(one-X Agent)
February 26-28, 2013 | Orlando, FL
Session Manager “Cloud”
Saved Copy of DB
SMGR
Master DB
SM Cloud
SM
SM
SM
Software JMS/JGroup “Bus”
SM DB Subsets
©2013 Avaya Inc. All rights reserved
© 2011 Avaya Inc. All rights reserved.
11
February 26-28, 2013 | Orlando, FL
Advantages of Avaya Aura® SIP
Service Provider Integration
Improved Reliability
IMS Application Support
Increased Scalability
SBC
Session Signaling
+
CTI Elimination
Session Signaling
+
Dial Plans
3rd Party Interoperability
1-303-538-6199
Inherently Multi-Modal
[email protected]
[email protected]
Video
Voice
ISDN Message
Text
x1b x0a xbf x00 xd4
x91 x2a x00 x00 x3c
x11 x00 x00 xaa x0a
©2013 Avaya Inc. All rights reserved
Simpler to Debug
Intelligent Devices
SIP Message
To: Greg Weber
From: Steve Durney
Call_Id: 1234
February 26-28, 2013 | Orlando, FL
Improved Reliability
N+M Configuration
SIP Entity:
CM/AACC
SM2
SM1
SIP Entity:
SBC
SIP
Trunks
OOO
SMN+M
SIP Entity:
VP/IVR
PSTN
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Improved Reliability – Failure Example #1:
Single Failure
SIP Entity:
CM/AACC
SM2
SM1
OOO
SMN+M
2
1
SIP Entity:
SBC
SIP
Trunks
SIP Entity:
VP/IVR
PSTN
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Improved Reliability – Failure Example #2:
Double Failure
SIP Entity:
CM/AACC
SM2
SM1
OOO
SMN+M
2
1
SIP Entity:
SBC
3
SIP Entity:
VP/IVR
SIP
Trunks
PSTN
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Improved Reliability – Failure Example #3:
Alternate Routing
3
4
Timer B Expires
INVITE
SM
SM
SIP Session
5
1
INVITE
INVITE
2
INVITE
SIP
Trunks
SIP Entity:
SBC
PSTN
ooo
CM/AACC
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Improved Reliability – Failure Example #4:
Feature Server
CM
CM
INVITE
2
CM
4
INVITE
SM
SM
3
Timer B Expires
1
INVITE
©2013 Avaya Inc. All rights reserved
SIP Entity:
VP/IVR
February 26-28, 2013 | Orlando, FL
Improved Reliability – SIP Outbound
• SIP Outbound – RFC 5626
• Allows Multiple Concurrent Device Registrations
Registrar #1
Registrar #1
Registrar #2
Registrar #2
Registrar #3
H.323
Phone
Registrar #3
Alternate Gatekeeper List
- Registrar #1
- Registrar #2
- Registrar #3
SIP
Phone
NOTE:
H.323 Registrars are CLANs,
PROCR, LSPs, …
©2013 Avaya Inc. All rights reserved
Simultaneous Server List
- Registrar #1
- Registrar #2
- Registrar #3
NOTE:
SIP Registrars are
Managers, Branch SM, …
18
Session
February 26-28, 2013 | Orlando, FL
Intelligent Customer Routing for Multisite
PSTN
TDM/SIP
Data Center 1
Data Center 2
HD SIP Gateway
or SBC
HD SIP Gateway
or SBC
SIP
SIP
SIP
SIP
SIP
SIP
ICR
Experience
Portal
ICR
Experience
Portal
SIP
©2013 Avaya Inc. All rights reserved
TDM/SIP
ASM
ASM
ACDs
PSTN
SIP
ACDs
19
SIP
Outsourcer
ACDs
February 26-28, 2013 | Orlando, FL
Add Sequenced Apps
Control Manager
System Manager
App
ICR
PS
EP
AA
CC
PSTN
CM
SIP
Trunks
Avaya Aura® Session Manager
(Up to 10)
SIP
SIP
SIP
SBC
SIP
SIP
AACC Agents
(AADD)
AACC Agents
(AADD)
©2013 Avaya Inc. All rights reserved
TDM
Trunks
20
Gateway
Elite Agents with
Elite Agents with
SIP Terminals
H.323 Terminals
(one-X Agent)
February 26-28, 2013 | Orlando, FL
E-IMS: Quicker Application Deployments
CM2
CM1
INVITE
(Term)
INVITE
(Orig done)
Call
Analyzer
9
403
3
4
INVITE
(Orig)
ICBC Core
2
Steve
5
INVITE
(Term
Done)
SM
403
SIP Foundation
403
7
DB
SM
SM
10
SBC
INVITE
8
(Term)
6
403
SIP
1
INVITE (sip: ACD#231)
Administrator
PSTN
Agents/Users
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
CC Sequencing
IVR (Experience
Portal)
ACD (CM)
IVR Adds
Cust
Data
PSTN
ACD
Adds Data
Recording
SM
Agent Desktop
App adds Data
Tier 1 Agent
©2013 Avaya Inc. All rights reserved
22
February 26-28, 2013 | Orlando, FL
Add SIP Soft Clients for CC
Control Manager
System Manager
App
ICR
PS
EP
AA
CC
PSTN
CM
SIP
Trunks
Avaya
Media Servers
Avaya Aura® Session Manager
(Up to 10)
SIP
SIP
SIP
SBC
SIP
SIP
AACC Agents
(AADD)
Elite Agents with
H.323 Terminals
AACC Agents
(AADD)
©2013 Avaya Inc. All rights reserved
TDM
Trunks
23
Gateway
Elite Agents with
SIP Terminals
(one-X Agent)
February 26-28, 2013 | Orlando, FL
Media Server Additions
Control Manager
System Manager
App
ICR
PS
EP
AA
CC
PSTN
CM
SIP
Trunks
Avaya
Media Servers
Avaya Aura® Session Manager
(Up to 10)
SIP
SIP
SIP
SBC
SIP
Gateway
SIP
AACC Agents
(AADD)
Elite Agents with
H.323 Terminals
AACC Agents
(AADD)
©2013 Avaya Inc. All rights reserved
TDM
Trunks
24
Elite Agents with
SIP Terminals
(one-X Agent)
February 26-28, 2013 | Orlando, FL
Active-Active CM
Control Manager
System Manager
App
ICR
PS
EP
AA
CC
CM CM
CM
PSTN
SIP
Trunks
Avaya
Media Servers
Avaya Aura® Session Manager
(Up to 10)
SIP
SIP
SIP
SBC
SIP
SIP
AACC Agents
(AADD)
Elite Agents with
H.323 Terminals
AACC Agents
(AADD)
©2013 Avaya Inc. All rights reserved
TDM
Trunks
25
Gateway
Elite Agents with
SIP Terminals
(one-X Agent)
February 26-28, 2013 | Orlando, FL
Add Experience Manager
EM
Control Manager
System Manager
App
ICR
PS
EP
AA
CC
CM CM
CM
PSTN
SIP
Trunks
Avaya
Media Servers
Avaya Aura® Session Manager
(Up to 10)
SIP
SIP
SIP
SBC
SIP
Gateway
SIP
AACC Agents
(AADD)
Elite Agents with
H.323 Terminals
AACC Agents
(AADD)
©2013 Avaya Inc. All rights reserved
TDM
Trunks
26
Elite Agents with
SIP Terminals
(one-X Agent)
February 26-28, 2013 | Orlando, FL
Introducing Avaya Aura®
Experience Manager
• Leverages Existing Platforms
Experience Manager
Elite
More than 10,000 seats
Gold standard voice
platform
Scales small to very
large
Feature rich
©2013 Avaya Inc. All rights reserved
Interaction
Center
Avaya Aura
Contact Center
More than 10,000 seats
Enterprise multichannel
platform
Robust, mature, stable
Fully blended solution
with Elite
1-3000 Seats Currently
SIP-based, IMS and
Cloud friendly
Low-cost packaged
multimedia entitlement
up to 400 seats
February 26-28, 2013 | Orlando, FL
Thank you!
#AvayaATF
@StephenDurney
©2013 Avaya Inc. All rights reserved
28
February 26-28, 2013 | Orlando, FL

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