Communications Enablement: Communications Enablement: Lessons LearnedLessons Learned

William Hern (whern@nortel.com)William Hern (whern@nortel.com)Solution ArchitectSolution ArchitectNortelNortel

www.oasis-open.org

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Communications Enabled Applications

User Initiated

Event Initiated

BusinessProductivity

Simplicity &Effectiveness

Unified Communications (SIP)

Consistent Experience

MultimediaApplications

Person/GroupProductivity

AnywhereAnytimeAny Device

Phase 3Business ApplicationConvergence

Nortel’s Communication Evolution for Enterprise Transformation

Business Optimized Communications

Phase 2CommunicationsConvergence

IP Telephony

VoIP

Network Consolidation

TCO &Virtualization

ConvergedData Network

Business Optimized Network

Value

Phase 1NetworkConvergence

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Communications & NetworkInfrastructure

Enterprise Applications& Process Workflow

Abstraction Layer(Enabling the Apps)

Application FrameworkWith Network Mediation

And Control

CompositeServices

Value-AddedApplications/Enablers

Nortel Agile Communication Environment

Communications Enabled Applications & Business Processes

Adapters Orchestration PolicyComms

Components

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Sample Web ServicesThird Party Call (click to connect) makeCallSession Used to establish voice and video calls

between usersgetCallInformation

endCall

cancelCall

Audio Call playAudioMessage Used to play announcements

getMessageStatus

endCall

Short Message getSms Used to send and receive Instant Messages

sendSms

(subscribe / notify)

Presence getPresence Used to get a users Presence Information for all of their devices (phone, Sametime, soft client, MCS)

(subscribe notify)

Location getLocation Used to get a users physical location (latitude and longitude)

setLocation

Profile userLogin Used to manage user data on the system and interact with application. For example, a portal application can have a user login to their IBM Lotus Sametime instant message service which would project the availability to all subscribers (ACE and Sametime).

userLogout

createUserProfile

removeUserProfile

queryUserProfile

addBuddyToUserProfile

removeBuddyFromUserProfile

updateUserProfile

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Deployment Experiences Internet-based Sandbox Hotdesking for Enterprises CRM-enablement Vulnerable worker application for

Carrier

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Deployment Experiences Internet-based Sandbox Hotdesking for Enterprises CRM-enablement Vulnerable worker application for

Carrier

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Project Lismore

Lismore is a small island off the west coast of Scotland - its original Gaelic name, lios mòr, means "great garden" or "enclosure”

Created an internet-based sandbox environment for telecom web services that was targeted at 3rd party developers

Scalable Operational 24x7 Low start-up cost Low support overheads

Ran July - December 2007Lismore Lighthouse

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Components of Lismore Nortel Agile Communication Environment Apache Tomcat web server platform Open-source SIP-based PBX Counterpath VoIP clients

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Lessons Learned EC2 and S3 provide highly reliable, flexible and scalable

computing and storage resources No hardware to purchase and install Ability to rapidly increase and decrease the number of

computing instances, based on demand Although our customers had no problems accessing

Lismore, access within Nortel was complicated due to our firewall:

Had to set up high frequency for keep-alive messaging (<5 s) in order to ensure that “holes” in firewall kept open for incoming SIP messaging

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Deployment Experiences Internet-based Sandbox Hotdesking for Enterprises CRM-enablement Vulnerable worker application for

Carrier

Hotdesking Allow a user to hot

desk from any enterprise phone

Presence will follow them

Also, can also allow user to set up calls to follow them to any PSTN number

Both wireline and mobile

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White pages plus Hotdesking web page

Agile Communication

Environment Server Pair

Nortel CS 1000

Nortel MCS 5100Other PBXes (Cisco, Avaya, Siemens)

Employee’s regular phone

Hotdesking phone

SIP/TR87

SIP/SOPI

SIP/JTAPI

Employee directory database

White Pages App

Hotdesking App

HTML HTML

LDAP

LDAP

SOAP

SOAP

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Lessons Learned Directory integration highly challenging

Multiple directories to interface with, all with different schemas

JTAPI standards good in theory but individual implementations differ significantly

Cisco, Avaya and Nortel implementations have different characteristics

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Deployment Experiences Internet-based Sandbox Hotdesking for Enterprises CRM-enablement Vulnerable worker application for

Carrier

CRM-Enablement

Multiple PBX types but want to offer the same communications enablement:

Click-to-Call Announcement Play Broadcast (scheduled offline drop to

multiple B-parties) Telset Record/Review Event and status logging & reporting

PBX

CRM User

CRM Application

Server

Agile Communication Environment

SIP

B Party

TR87

NACVV Web Service

MAS

e.g.

PSTN

CRM Database Server(s)

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Lessons Learned Implementing the announcement-related functions

required us to go well beyond Parlay X and other telecom standards

Business process logic implemented via standards like BPEL could be of value to our customer – evaluating this option

Difficult not to expose “telecom” capabilities (such as session ids) to the application via the API

Challenge to keep the interfaces simple so that non-telecom developers could easily make use of them

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Deployment Experiences Internet-based Sandbox Hotdesking for Enterprises CRM-enablement Vulnerable worker application for

Carrier

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Vulnerable Worker The Lone Worker System (LWS) provides a “vulnerable worker”

solution for use with Blackberry Mobile devices & Application Server 5200 telephony endpoints.

Tracks a worker’s physical location via GPS satellites Worker ‘checks in’ before and after meetings via the mobile device

allowing them to notify central office as they enter/exit off-site meetings. Operator application has click to call capabilities, alarm

handling/monitoring & map mash-up showing workers location and status

Initial Target Market Services Agencies mandated to provide security to remote employees

(social workers, nurses, police)

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Operator in Office(AS 5200 PC Client)

Consumer – Web Browser

Web Server

Click To Call Server

Agile Communication Environment

Lone Worker Server

Blackberry with Meeting Application

AS 5200

Nortel Custom ProtocolHTTPParlayX (HTTP>SOAP)SIP

Operator in Office(Web Browser for Lone Worker viewer/administration etc..)

Internet

Internet

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Lessons Learned Straddling the enterprise/carrier border is

challenging Security Data import/export

Standards for location-setting and presence needed to be extended

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Conclusion Telecom web services, Parlay X and others, are

developing steadily, as are the underlying standards

Many internet developers struggle with the WS-* specifications, expect REST-style interfaces instead

Much work still to be done around more complex functionality

Trade-off between simplicity and functionality needs to be decided on a case-by-case basis

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Thank you!