Avaya lync integration 6 16

transcript

PBX Integration with Skype for Business 2015

Agenda• Introduction to terms and architecture• Integration options• Requirements & Integration Steps• Our lessons learned • Next steps

Vocabulary ComparisonsAvaya• Aura• Communication Manager• Aura Messenger• C-LAN• MedPro• LSP/ESS• Session Manager• TN-464 / T1 cards

Microsoft• Skype for Business• SfB Enterprise Voice• Exchange Unified Messaging• Front-End Server• Mediation Server• Survivable Branch Appliance • Mediation Server• Media Gateways

(Audiocodes, Sonus, etc.)

Skype Architecture Overview

Front End Server

• IM/Presence• A/V/Web conferencing• Desktop & App sharing• Archiving • Monitoring

Mediation Server

• VoIP• Encryption• Codec translation

Edge Server

(in DMZ)

Internet

• Remote login w/o VPN• Remote meeting joiners• Federation

SIPSIP / PSTN

Front End Server

Mediation Server

Edge Server

(in DMZ)

Internet

SIPSIP / PSTN Gateway/SBC

Traditional Strengths of Avaya & SkypeAvaya• Contact Centers• Desk workers• Analog devices• Voice features

Skype• Info workers• Mobile workers• PCs/smartphones• UC features

Front End Server

Mediation Server

Edge Server

(in DMZ)

Internet

Gateway/SBCPBXT1

Three ways to Integrate

1. Connect VoIP Islands2. Click to call, enabled at the server level3. Click to call, enabled via desktop APIs

1. Connect VoIP Islands

• Microsoft calls this “Enterprise Voice”• Simplest integration• Simplest functionality

– Skype for conference calls, video, some dial tone– PBX phone calls Skype clients, and vice versa– No presence visibility into the other island

• Requires Skype “Plus” CAL or E5 (no additional PBX licenses)

Microsoft(Updated)

Call Control

Front-End Lync Server

(Enterprise Edition)

Mediation Server(Can be colocated

With Lync Front-End)

Lync Client

Session Manager

Avaya Communication Manager 6.x

User Devices

VoIP Gateway

Analog, Digital, IP

Avaya PSTN Gateway(MedPro in G650 / G450,

G700, G350)

Call Control

RTAudio

RTPSIP

Connect VoIP Islands

Connect VoIP IslandsMicrosoft

(Legacy) Avaya

Call Control

Lync Client

AudioCodes, Sonus, etc.

User Devices

VoIP Gateway

Analog, Digital, IP

Call Control

RTAudio

RTPT1 PRI

Digital/Analog

Avaya PSTN Gateway(Definity, Older ACM, Nortel)

Connect VoIP Islands

• Often the first phase in a UC Strategy• Enables mobile workers or non-phone users

full feature set of Skype• Also, allows PBX to integrate with Skype dial-

in-conferencing• For Skype Voice users, Exchange UM needed

Integration with Office 365 Cloud PBX

2. Integrate in the Server Room

• Microsoft calls this “Call Via Work”• Often chosen for:

– Large user communities– Where desktop is sacred

• Some integrated PBX functionality• Some visibility into the other island

Call Via Work Integration with Skype for Business

• User starts MSFT Skype client• Checks presence, sees contact

status as “Available”

1. Right clicks and calls2. Avaya handset rings3. Picks up handset and waits4. Called party’s phone rings• Talk path is established

• Notes: Conf Calls must be invoked by PBX phone

• DND & Send Calls don’t mix

Call Via Work Capabilities• Click-to-call from SfB, audio through Avaya

phone.• Presence, user search, and IM escalation • Add IM, application sharing, and file transfer to a

Call Via Work call.• One-click meeting join capability

Call Via Work Gaps and Limitations• Only works for outbound calls• Users of Call Via Work cannot use Skype for

Business to record a meeting, mute or unmute the call, hold or transfer the call, or use call park.

• Users of Call Via Work cannot add more users to a 2-person call.

• Conf calls use Avaya meet-me • Disables Delegation, Team Call, Response Groups

System requirements

• Avaya: – Computer Telephony Adjunct Links enabled on Communication

Manager – Require a DID on the PBX

• Skype for Business Server– Mediation Server– Skype for Business UI / Client software– Must be enabled for Enterprise Voice (Plus CAL or E5)– Configure the user number to the PBX DID so they match– Enabled for Call Forwarding and Sim Ring

3. Integrate at the Desktop

• Uses Avaya Client Apps (ACA) Desktop Comms Enablement

• Often chosen for:– Small user communities– Where 2 desktop apps can be supported

• Majority of PBX functionality• Visibility into the other ‘island’

End-User SummaryEnterprise Voice using Skype as voice endpoint

Call Via Work to PBX Phone

Desktop Integration with PBX softphone

User Experience • Skype voice users call PBX users and vice versa

• Skype is used as IM client, controls PBX phone

• Skype is used as IM client, controls PBX phone (hard or soft)

End-user Pro’s • Easiest, fullest Skype UC experience including conferencing & video

• Codecs optimized for Internet

• Skype client controls to PBX phone

• Skype shows status (in a call/available) of PBX phones

• Skype client controls to PBX phone

• Skype shows status (in a call/available) of PBX phones

End-user Limitations

• Skype doesn’t control PBX phone

• Skype users can’t see status of PBX phones

• User must be next to PBX phone to make/take calls

• 3-way conferences must be controlled on PBX phone

• Skype Conferencing, voice/video may not work as expected

• Each PBX vendor has a different Plug-in experience

Sweet spot • Remote/mobile workers• New offices • Replacement/aging PBXs• UC functionality outweighs need for

• Deskbound workers in large companies

• Phone use outweighs limited UC needs

• Deskbound workers in small companies

• PBX is the future

Technical SummaryEnterprise Voice using Skype as voice endpoint

Call Via Work to PBX Phone

Desktop Integration with PBX softphone

Architecture • PBX and Skype connected via SIP

• PBX and Skype connect via PBX gateway (AES)

• PBX softphone and Skype client connect at desktop via APIs

Architectural Pros

• Simple integration• Least PBX investment• Can add remote mobile

users quickly + cost effectively

• Only uses existing PBX dial plan, codecs, and network for voice

Architectural Cons

• Requires a gateway• Requires dial plan

programming on Skype• Should use Exchange Unified

Messaging for best experience

• Requires a CSTA gateway (AES) and PBX programming

• Certificates required• Version compatibility and

bug fix delays• Tough to connect to

multiple vendor PBXs

• Version compatibility and bug fix delays

• Codecs not optimized for Internet

• Tough to connect to multiple vendor PBXs

Licenses Skype Plus CAL • Skype Plus CAL Skype Standard CAL

Executive Summary• Enterprise Voice is most widely understood and simple to get

going. Optimal for firms with mobile workers, Skype licenses, and/or old PBXs.

• Call via Work is just as much work to configure as Enterprise Voice, but gives a second-rate user experience. Use case may be for firms with many deskbound workers, new PBX phones, and Skype licenses.

• Desktop integration is a challenge to integrate and relies heavily on PBX vendor’s entire UC stack. Optimal for firms with few users, PBX UC licenses, new PBX.

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Unified Messaging with Exchange

Step 2Step 1

Step 5

Step 4

Step 3

Session Manager

Suggested First Step: Set a UC StrategyEstablish which solution you’ll use for each use case

EmailExchange

Voicemail/UMa. UM?

b. Aura Msg? VoiceAvaya Comm Mgr

a. RCC?b. Skype EV?

c. Combo?

IM/Presence/Collaba. Skype

Video Confa. Skype?

b.Radvision?

Audio&Web Confa. Skype?b. Spectel/Aura Confc. Hosted?

If you know you’re moving towards SkypeMicrosoft

(Legacy) Avaya

Call Control

Lync Client

AudioCodes, Sonus, etc.

User Devices

VoIP Gateway

Analog, Digital, IP

Call Control

RTAudio

RTPT1 PRI

Digital/Analog

Avaya PSTN Gateway(Definity, Older ACM, Nortel)

If you know you’re going to Skype

• Address analog devices• Configure e911 or at least 911 calling• Consider Contact centers

FOR EVERY STAGE OF YOUR Skype JOURNEY

www.enablingtechcorp.com

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Architecture & Roadmapping

Immersion Experience

Deployment

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Call to Action

Questions?

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Contact me at:

cstegh@enablingtechcorp.com

Avaya lync integration 6 16

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