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2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting
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Page 1: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

© 2005 Avaya Inc. All rights reserved.

Avaya Cisco Technology ComparisonAvaya Cisco Technology Comparison

Larry EsquibelCorporate Systems Engineer

Avaya Technology and Consulting

Page 2: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

2© 2005 Avaya Inc. All rights reserved.

“We obtained this information from industry consultants, customers, published research, trade journals and internal research. To the best of our knowledge, this report is based on the most current information available. Although every effort has been made to assure freedom from errors, Avaya Inc. is not responsible for the accuracy of all the information contained in this document.”

Page 3: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

3© 2005 Avaya Inc. All rights reserved.

Magic Quadrant for North America Enterprise Telephony, 20039 September 2003, Gartner M-20-7834

The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Acknowledged Leadership

Page 4: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

4© 2005 Avaya Inc. All rights reserved.

Analyst Observation - Gartner

Magic Quadrant for North American Corporate Telephony, 200416 August 2004, Gartner Markets, M-23-2613

The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Page 5: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

5© 2005 Avaya Inc. All rights reserved.

Gartner Lists Avaya in Leaders Quadrant Gartner Lists Avaya in Leaders Quadrant for North American Corporate Telephony, 2005for North American Corporate Telephony, 2005

Magic Quadrant for North American Corporate Telephony, 2005

Jay Lassman, Rich Costello, Jeff Snyder August 12, 2005 G00129308

Full report is available at http://mediaproducts.gartner.com/reprints/avaya/article7/article7.html

The Magic Quadrant is copyrighted 8/12/05 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Avaya.

Page 6: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

6© 2005 Avaya Inc. All rights reserved.

2005 Business Communications ReviewEdwin E. Mier: Which Large PBX Rules?

Page 7: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

7© 2005 Avaya Inc. All rights reserved.

2005 BCR Test Highlights

Avaya scored the highest ever in 6 years of BCR testing

Avaya scored a full 3 points ahead of #2; previous tests were decided by ½ point

Avaya scored #1 in 3 out of 5 categories, #2 in others

Avaya 2nd in security by ½ point

Nortel did not show

Page 8: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

8© 2005 Avaya Inc. All rights reserved.

BCR 2006 Report

Page 9: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

9© 2005 Avaya Inc. All rights reserved.

Gartner Lists Avaya in North America Gartner Lists Avaya in North America Contact Center Magic QuadrantContact Center Magic Quadrant

Gartner Contact Center Magic Quadrant17 June 2003, Gartner M-19-4667

Evaluation Criteria included:

Network routing, virtual call center

Universal queue

Internet contact support

CRM & application integration

Ability to integrate 3rd party, best-of-breed components

IVR, CTI

Quality monitoring, WFM, messaging & other support applications & tools

Page 10: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

10© 2005 Avaya Inc. All rights reserved.

Gartner Lists Avaya in North America Gartner Lists Avaya in North America Contact Center Magic QuadrantContact Center Magic Quadrant

The Magic Quadrant is copyrighted 9/23/04 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

North America Contact Center Infrastructure Magic Quadrant, 2004Bern Elliot, Drew Kraus23 September 2004, Magic Quadrant for Contact Center Infrastructure, NA, 2004

Full report is available at www.avaya.com orhttp://mediaproducts.gartner.com/reprints/avaya/123802.html

Page 11: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

11© 2005 Avaya Inc. All rights reserved.

2005 – Gartner Lists Avaya in North America 2005 – Gartner Lists Avaya in North America Contact Center Magic QuadrantContact Center Magic Quadrant

Page 12: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

12© 2005 Avaya Inc. All rights reserved.

Avaya Receives Frost & Sullivan's Top Award for Contact Center Excellence – Jan 26, 2005

“The overwhelming favorite in every category measured”

– Best overall solution

– Customer service and training

– Easiest and most open integrated solution.

Other excellence awards from Frost & Sullivan

– 2005 Contact Center Company of the Year Award

– 2005 Enterprise Infrastructure Company of the Year Award

– 2004 Award for Market Leadership

"The results of our survey show that customers see Avaya as the leader in delivering advanced IP contact center capabilities that drive the highest levels of satisfaction -- from implementation, to execution and across every customer interaction," said Darren George, research analyst for Frost & Sullivan.

"According to these decision-makers, Avaya led every measure in the survey by significant margins."

Page 13: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

© 2005 Avaya Inc. All rights reserved.

Cisco CallManagerCisco CallManager

Page 14: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

14© 2005 Avaya Inc. All rights reserved.

Discussion Points

– Strategy

– Scalability

– Reliability, Availability, Survivability (Large Scale, Small Scale, and QoS)

– Security

– System Management

• Focus: Multiple Points of Administration

– Features and Applications: Differentiators

Page 15: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

15© 2005 Avaya Inc. All rights reserved.

What do they all have in common?

Page 16: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

16© 2005 Avaya Inc. All rights reserved.

The birth of Cisco’s IP PBX … the acquisition of Selsius Systems

Page 17: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

17© 2005 Avaya Inc. All rights reserved.

Avaya Communication Manager Solutions / Cisco CallManagerStrategy

Cisco’s Path to IP Telephony

– Acquire a company that has built a small IP-PBX (Selsius), and scale it to handle large enterprise telephony.

– Acquire other companies to fill the voids inherent in CallManager

– Heavy reliance on 3rd parties and/or external application servers for applications

Avaya’s Path to IP Telephony

– Starting with a rich, full-feature enterprise telephony software suite, add support for another transport protocol: IP

– DRAWBACK: Need to make rich Feature and Application portfolio work over a protocol (IP) not designed for real-time performance

– RESULT: Market leader in Enterprise telephony, including IP

Page 18: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

18© 2005 Avaya Inc. All rights reserved.

Avaya Communication Manager Solutions / Cisco CallManager

SCALABILITYSCALABILITY

Page 19: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

19© 2005 Avaya Inc. All rights reserved.

Avaya Communication Manager Solutions / Cisco CallManagerScalability Considerations

Avaya Communication Manager Software scales to 370,000 BHCC with one Avaya™ S8720 Media Server

Cisco CallManager advertises only 250,000 BHCC per cluster (only 125,000 BHCC per server)

– Configuration dependentSource:Source:BCR, 01/05 IssueBCR, 01/05 Issue(Miercom study)(Miercom study)

Page 20: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

20© 2005 Avaya Inc. All rights reserved.

Avaya Communication Manager Solutions / Cisco CallManagerScalability Considerations

CallManager supports 30,000 IP sets across a cluster of PC servers

– Clusters can be linked across WAN but don’t support full Cisco feature set inter-cluster (H.323 v.2 / QSIGoIP)

– Only 2000 IPCC Enterprise contact center agents can be supported on a full 8-CallManager cluster (500 per server)

Avaya supports 36,000 sets on a single S87XX server

– 12,000 of 36,000 can be IP sets

– Large number of transparent features between networked systems

– A single server supports up to 5,200 contact center agents

Page 21: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

21© 2005 Avaya Inc. All rights reserved.

Typical IPCC Enterprise Configuration – 2000 Agents

CallManagerPublisher

Server

CallManagerSubscribe

Server

CallManagerSubscriber

Server

CallManagerSubscribe

Server

CallManagerSubscribe

Server

CallManagerSubscriber

Server

CallManagerSubscriber

Server

CallManagerSubscriber

Server

CallManagerCluster

ICM Router/LoggerSide A

ICM Router/LoggerSide B

ICMCentral Controller

VRU PG & VR/Q MgmtServers

(Configuration Dependent)

ICM Dist Admin Workstation/Hist DBServers

Locations

VoiceGateways

ICM AgentPeripheral Gateways

PG

PG

PG

PG

JTAPI

CT I

Tier 1 Tier 2 Tier 3

Cisco Emergency ResponderE911 Servers

JTAPI CTI

GED -125CTI

Page 22: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

22© 2005 Avaya Inc. All rights reserved.

Reliability and Scalability the AVAYA Way

One active Call Processing Server

100% Memory Shadowed Media Server Redundancy

Full Call State Preservation

Up to 36,000 Endpoints (IP, Digital, Analog)

370,000 BHCC

Integral ACD– Up to 5,200 Agents– Up to 8,000 Trunks– 12,500 Dynamic Queue Slots– 3,000 Announcements– Actual Mileage Will Vary– Capacities to increase substantially in next major

release

Single Point of Administration

2 Servers for High Availability Reporting

X Servers for CTI, Multi-channel

Up to 64 survivable sites with ESS

A Pair of Appliance Servers

Page 23: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

23© 2005 Avaya Inc. All rights reserved.

Avaya Communication Manager Solutions / Cisco CallManager

RELIABILITY,RELIABILITY,AVAILABILITY,AVAILABILITY,SURVIVABILITYSURVIVABILITY

Don’t get caughtDon’t get caught

without a safety net!without a safety net!

Page 24: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

24© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerReliability, Availability, Survivability – Large Scale

Cisco redundancy achieved by distribution across servers

– 30,000 sets backed up • Eight clustered CallManagers required (1:1 redundancy)

• Careful partitioning (CCM Groups) must be administered across servers

– Connection-preserving (call preserved with no features at time of failure)• Connection preservation is not supported across the following devices:

Annunciator, H323 devices, CTI applications, TAPI applications, JTAPI applications, some IOS gateways.

– Failover in minimum of 30 seconds

Avaya S8720 Server Pair

– One server for call processing, one for failover

– Virtually instantaneous failover

– Up to36,000 sets backed up

– Call-preserving (all functionality maintained on calls in progress at time of failure)

Page 25: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

25© 2005 Avaya Inc. All rights reserved.

Reliability by Design:Avaya ACM Server Platform Elements

Component Mean Time To FailureMedia Processor board 50 yearsProtocol Preprocessor Board (C-LAN) 50 yearsDigital Line/Trunk boards 72 - 77 yearsS87XX Server Complex: "duplex" / "high & critical” 9 / 90+ yearsAvaya MultiVantage Power Supplies 45 - 60 years

IP Server Interface board (IPSI) 50 years

*(Industry) LAN 3 weeks

*Taken from "Microsoft High Availability Operations Guide"

Page 26: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

26© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManager

Source:Source:BCR, 01/05 IssueBCR, 01/05 Issue

(Miercom study)(Miercom study)

Page 27: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

27© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerReliability, Availability, Survivability – Small Scale

Cisco SRST (Survivable Remote Site Telephony): Router-based

– Does not support various Cisco CallManager applications or services– Example: Cisco IP Contact Center

– Supports a small number of phones on routers

– When more than 1 CallManager is in a set’s failover list, 30 seconds per CallManager will be added to the failover time

– 7902, 7905, and 7912 sets take approximately 2.5 minutes to failover

– In SRST mode, only basic features survive

Avaya LSP (Local Spare Processor)

– Each Media Gateway LSP supports 450 phones

– In LSP mode, all features survive

Page 28: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

28© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerReliability, Availability, Survivability – SUMMARY

An Enterprise running Avaya Communication Manager Solutions with main and branch locations

– With LSP if the main location fails, all the endpoints at the main location can be controlled and maintained by the processor at the branch location

– Link Bounce Resiliency results in “connection preservation”

Stateful redundancy vs. connection preservation

– Avaya offers stateful server duplication with patentedmemory shadowing – voice path plus features arepreserved during failover

– Cisco preserves only the voice path during failover

Page 29: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

29© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerCallManager and Linux

CCM 5.0 announced March 2006

CCM 5.0 is Linux-based

Why move CallManager to Linux?–Security Concerns–Stack of Pain

Security Concerns+ Administration Costs__________________

Higher TCO!

Page 30: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

30© 2005 Avaya Inc. All rights reserved.

CallManager 5.0 (the good)

Major features:

– Appliance (No more Windows patches!)

– SIP and (basic) presence capabilities

– Japanese, Chinese, and Korean localization (for phones; needs new models)

Copied several Avaya features

– True appliance

– Dual partitions

• Ability to copy in new software while the system runs

• Ability to go back to a previous version even in smaller single drive servers

– No root access (even more limited than Avaya; no Linux access)

– Single image (OS and Application) upgrades

– Internal firewall

Page 31: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

31© 2005 Avaya Inc. All rights reserved.

CallManager 5.0 (the not so good)

Does not have feature parity w/ CallManager 4.2 (Windows) until CallManager 5.1 or 6.0 release (5.1 rumored for early 2007; 6.0 late 2007).

Creates several logistical problems

– If customers choose CallManager 4.2 there is no clear upgrade path to 5.0 (for some time)

– IPCC Express v4.5 required (no technical upgrade path from previous versions, no HA, or expansion)

– Some apps are not supported. Examples:

• Personal Assistant: Workaround is to use Unity Connection (Unity Enterprise does not offer find-me/follow-me). UC has call transfer based on caller, ToD, Calendar (Exchange only).

• Conference Connection: Must upgrade to MeetingPlace

– Most 3rd party management products need new versions to work with the new API’s and ways to manage them (no 3rd party agents supported)

Many of the other adjunct servers are still Windows based: Emergency Responder, IPCC, Unity.

Page 32: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

32© 2005 Avaya Inc. All rights reserved.

What Doesn’t Change

Cluster approach with multiple servers to maintain

Single point of failure with one database (Publisher)

Lack of feature richness results in adjunct server applications and interfaces to manage

– E-911 (Emergency Responder)

– Extension to Cellular (Mobility Manager with Mobile Connect app)

– Enhanced Presence – (Presence Server for CCM 5.0 only)

– Small Contact Center (Customer Response Suite)

– Large Contact Center (ICM, IP IVR, CVP)

Result: Complexity of management, call flows and interactions

Page 33: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

33© 2005 Avaya Inc. All rights reserved.

New CallManager 4.2 Features (not in 5.x)

Directed Call Park

Log in/out of Hunt Groups

Call Forward on Non Registered or No Bandwidth

Cisco Unified CallManager Assistant on a phone [no PC app req.]

Cisco Communication Media Module

Department of Defense features (DSCP values depending on priority, and other misc enhancements)

Cisco IOS® Software and Cisco Communication Media Module support for inbound Hookflash for Cisco Unified CallManager and Cisco Integrated Services Routers

Device mobility improvements (intra-cluster)

Complex passwords and password aging using Lightweight Directory Access Protocol (LDAP)

Call Pickup Notification (Audible/Visual)

Voice quality statisticshttp://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_2/rel_note/421cmrn.htm#wp1708005

Page 34: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

34© 2005 Avaya Inc. All rights reserved.

Which CallManager Version? – A Customer Dilemma

If customer chooses 4.x– Comes with Windows headaches and higher TCO cost

• Per server, 167 minutes per upgrade and $67,559 3 year TCO

– No support for SIP endpoints or PresenceIf customer chooses 5.0(4)

– Enterprise is running on an unproven platform and considered experimental by customers and partners

– Less features than 4.x– Native SIP support but

• still needs external server for presence• Advanced SIP features for Cisco phones only

– Interoperability issues with other applications• No support for IPMA and Conference Connection• Requires specific version of IPCC Express (no hot standby IPCCX

option)

Page 35: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

35© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerCallManager and Linux - TCO

“Linux is 40% less expensive

than a comparable x86-based Windows

solution …” 46

Data based on a 3-year period of ownership for a system supporting 100,000,000 operations per second

on the SPECjbb benchmark …

Linux

WindowsSolaris$86,478

$67,559

$40,149

$0

$10,000

$20,000

$30,000

$40,000

$50,000

$60,000

$70,000

$80,000

$90,000

Overall TCO by Environment

Page 36: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

36© 2005 Avaya Inc. All rights reserved.

Typical IPCC Enterprise Configuration – 2000 Agents

CallManagerPublisher

Server

CallManagerSubscribe

Server

CallManagerSubscriber

Server

CallManagerSubscribe

Server

CallManagerSubscribe

Server

CallManagerSubscriber

Server

CallManagerSubscriber

Server

CallManagerSubscriber

Server

CallManagerCluster

ICM Router/LoggerSide A

ICM Router/LoggerSide B

ICMCentral Controller

VRU PG & VR/Q MgmtServers

(Configuration Dependent)

ICM Dist Admin Workstation/Hist DBServers

Locations

VoiceGateways

ICM AgentPeripheral Gateways

PG

PG

PG

PG

JTAPI

CT I

Tier 1 Tier 2 Tier 3

Cisco Emergency ResponderE911 Servers

JTAPI CTI

GED -125CTI

Page 37: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

37© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManager

CurrentAnalysis says:CurrentAnalysis says:

““CallManager remains a work in progress.”CallManager remains a work in progress.”

““Cisco has only recently started to add features common to all Cisco has only recently started to add features common to all traditional PBX platforms.”traditional PBX platforms.”

FEATURES andFEATURES andAPPLICATIONS:APPLICATIONS:DifferentiatorsDifferentiators

Communication ManagerCommunication Manageris a Many-Layered Thingis a Many-Layered Thing

Page 38: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

38© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManager

Avaya’s IP Soft Phone supports dual-connect mode for improved work-at-home audio

– Unless Mobility Manager is added Cisco’s phone must put the audio path onto the IP media stream

• Mobility Manager is another application and server platform to manage

Avaya’s Crisis Alert feature is standard and easy to implement; a critical feature for organizations concerned about safety and the ability to rapidly respond to emergencies

– Unless Emergency Responder is added no E911 support is available

• Emergency Responder is another application and server platform to manage

Features and Applications - Synopsis

Avaya Communication Manager Software supports over 700 features – Cisco CallManager 4.2 data sheet lists 169

Page 39: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

39© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerTelephony Feature Differentiators

Avaya’s support of sophisticated bridging and extensive call coverage paths versus simple call forwarding from Cisco provides significant power in customizing call handling operations

Only Avaya offers Whisper Page to allow a secretary to convey a message to the principle without the person he/she is talking hearing the Whisper Page

Only Avaya has sophisticated Night Service, Send All Calls, Manual Signaling, Service Observing, and many more

Only Avaya allows Group Paging to utilize the speakers of the telephones as a paging system

Only Avaya has an integral “Hoteling” feature

– Unlike Cisco’s Extension Mobility feature, no administration and external authentication application is required

Page 40: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

40© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerSecurity / Privacy / Safety Differentiators

Avaya has E-911 built into Communication Manager and works equally well with any IP infrastructure

– Cisco requires a separate Emergency Responder server which has to be duplicated for redundancy

– For complete redundancy every site with CallManager servers requires duplicated E-911 servers to safeguard against losing E911 support in the event of a WAN outage

– Small locations relying on SRST survivability software in routers lose E-911 capability in the event of a WAN outage

– The server administered separately from CallManager

– Cisco’s solution is optimized for performance on their own infrastructure

Page 41: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

41© 2005 Avaya Inc. All rights reserved.

When CallManager 4.0 was announced, Cisco touted the Malicious Call Trace feature

– No support over QSIG– No support over MGCP gateways

– No support over Analog gateways

– No support inter-cluster

Crisis Alert feature is Emergency Responder based, external to CallManager

Avaya Communication ManagerSolutions / Cisco CallManager

Bottom Line: Malicious Call Trace only works when the malicious caller is calling from the same cluster.

Page 42: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

42© 2005 Avaya Inc. All rights reserved.

“Avaya exceeds FCC

accuracy guidelines

in all cases”

Tolly testsTTY

“In G.711 testing, Cisco

only meets guidelines if no

packet loss”

TTY users in a Cisco environment can not simultaneously use both an IP phone and their TTY device

“In G.729 testin

g, Cisco

significantly

misses

guidelines even with

no

packet loss”

Cisco requires separate telephone numbers for TTY and

voice messaging

Bottom Line:

“Test results show that the Avaya TTY over IP implementation provides dramatically more accurate and robust transport when compared with both Cisco offerings…”

The Tolly Group

Cisco failed 14 of the 18

tests conducted by Tolly

Avaya Communication ManagerSolutions / Cisco CallManager

Page 43: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

43© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManager

Test Avaya DigitalAvaya IP

Result Cisco ResultVoice Carry Over (VCO)

Pass Pass Fail

Hearing Carry Over (HCO)

Pass Pass Fail

Speed Dial Pass Pass Fail

Touchtone Operation Pass Pass Fail

“Avaya is able to leverage its long-standing support of “logical bridging” to provide a high degree of integration between its IP telephony (and digital telephony) environment – including messaging – and TTY”

“Cisco’s lack of support for bridging deprives its TTY users of even basic functionality when used with its IP sets.”

The Tolly Group

Tolly testsTTY

Page 44: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

44© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManager

Tolly testsTTY

“Avaya’s results are dramatically better than Cisco’s because Avaya’s technological approach is fundamentally different than Cisco’s”

The Tolly Group

Page 45: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

45© 2005 Avaya Inc. All rights reserved.

2005 Business Communications ReviewEdwin E. Mier: Which Large PBX Rules?

Page 46: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

46© 2005 Avaya Inc. All rights reserved.

Security Analysis Detail

Page 47: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

47© 2005 Avaya Inc. All rights reserved.

Key Points on BCR Security Analysis

At the time Avaya Communications Manager, per BCR “does not, strictly speaking, encrypt H.323 call control”, resulting in loss of 1 point

– Encrypted H.323 call control was added in CM 3.1

Cisco lost 1 point for lack of universal media encryption, still not available

Avaya lost ½ point for “other” such as documentation, services offered, affiliation with 3rd party vendors, documented enhancements, etc

Six Cisco engineers spent several hours deploying security on site in preparation for the BCR testing

– Reason: Overall security for CallManager is heavily dependent on L2/L3 network infrastructure components and firewalls, some of which are optional, added cost components

Traditional security risks, i.e. toll fraud protection factored lightly by Mier

Page 48: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

48© 2005 Avaya Inc. All rights reserved.

CallManager Security Issues

Cisco IPT security approach is heavily dependent on security defenses integral to its Layer 2 and 3 devices and firewall platforms

– Conclusion: properly deployed these defenses can be leveraged with any IPT platform, including Avaya’s

Relies on integral ‘host-based’ intrusion-prevention-system (HIPS) software modules to protect server from high-level assaults

– No ability to physically isolate call processing servers from “public IP network”

• Reason: IP Phones register directly to CallManager servers

Media Encryption– Not supported on all IP phone models– Only supported on certain gateways – No encryption for conference calls and between clusters– Voice quality drops significantly with encryption enabled (MOS 3.2 vs Avaya

4.3)– 15 to 20% reduction in system performance when activated

Page 49: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

49© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerSecurity / Privacy / Safety Differentiators

Only Avaya supports Security Violation Notification to notify administrator of repeated failed attempts to enter authorization/account codes

Only Avaya supports an optional security code to access Meet-Me-Conferences

Only Avaya makes it possible to physically secure an IP telephone

Page 50: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

50© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerSecurity / Privacy / Safety Differentiators

Physically Securing the IP TelephonePhysically Securing the IP Telephone

Only Avaya endpoints can be locked - requiring password access

Page 51: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

51© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerSecurity - Encryption

79107912G7905G

7936G

7920G

7902G

IPSoftphone

7935

ATA-186ATA-188

Do not support Cisco encryption

796x

794x

797x

Support CiscoEncryption

LIMITED

ENDPOINT

SUPPORT

7911G

Page 52: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

52© 2005 Avaya Inc. All rights reserved.

Avaya Communication ManagerSolutions / Cisco CallManagerSecurity - Encryption

CISCO ENCRYPTION IS VERY LIMITED 29

No Conference call support (ad hoc orMeet Me)

No CTI devices

No transcoders

No media termination points (e.g. MOH)

No SIP or H.323 gateways

No inter-cluster trunks (encryption doesn’t scale)

Page 53: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

53© 2005 Avaya Inc. All rights reserved.

In Summary, BCR 2006 Report Says it All

Page 54: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

54© 2005 Avaya Inc. All rights reserved.

Cisco Claim Rebuffed

Claim: A Cisco single-vendor approach has

lower TCO …

Infotech says 57% of enterprises have multi-vendor environments.

Gartner says that Cisco has sought to promote lock-in to their offers “where not appropriate.”

ComputerWeekly survey of 800 senior IT executives:• 58% had negative experiences with single supplier lock-in

• 35% had to purchase products that did not meet their needs

• 18% had to purchase unnecessary hardware

• 67% said they had experienced pressure from vendors to buy only from them

Avaya solutions work in multi-vendor environments, require no forklift, enjoy many years of vendor support, and use lower-cost (and lower-downtime) Linux operating systems.

Back to Strategy Page

Page 55: © 2005 Avaya Inc. All rights reserved. Avaya Cisco Technology Comparison Larry Esquibel Corporate Systems Engineer Avaya Technology and Consulting.

© 2005 Avaya Inc. All rights reserved.

Thank You!Thank You!


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