Copyright© 2002 Avaya Inc. All rights reserved Avaya – Proprietary Use pursuant to Company...

Copyright© 2002 Avaya Inc. All rights reserved Avaya – Proprietary Use pursuant to Company instructions

Welcomes

To The Business Convergence Centre


MultiVantage Communication Applications –

The distributed approach

(Media Servers and Gateways)(Media Servers and Gateways)

3 Avaya – Proprietary Use pursuant to Company instructions

Traditional Multi Site PABX

Traditional Architecture• Features:

– Multiple complete PBXs– Distributed control

• Disadvantages:– Multiple sites to administer

– MACs and backup – No hotdesking– No centralised ACD– Expensive

Traditional Architecture• Features:

– Multiple complete PBXs– Distributed control

• Disadvantages:– Multiple sites to administer

– MACs and backup – No hotdesking– No centralised ACD– Expensive


New Avaya Server / Gateway Architecture

MultiVantage Architecture• Features:

– Separate server and gateway– Centralised control– Investment protection

• Benefits:– Scalable – Simple management– Hotdesking– Virtual switch and ACD– Reduced cost

MultiVantage Architecture• Features:

– Separate server and gateway– Centralised control– Investment protection

• Benefits:– Scalable – Simple management– Hotdesking– Virtual switch and ACD– Reduced cost


Avaya S8700 Media ServerAvaya S8300 Media Server

Avaya S8500Media Server

Media Servers

Media Gateways

Avaya G650 Media Gateway



MultiVantage Communication Applications

Distributed, Modular ArchitectureAvaya Communication

Manager™



Example migration plan from your existing telephony environment


LAN

CustomersServer

Admin & ReportingAdmin & Reporting

PSTN

2 Admin / reporting systemsDifferent features across different handsetsHot seating not supported across systems

No remote / home workers2 systems to maintain (cost)


Home workers using SoftPhone technology

LAN

CustomersServer

Admin & Reporting

Single Admin / reporting systemSame (Communication Manager) features across all handsets

Hot seating supportedUtilising Digital technologyExtensive mobility features


Home workers using SoftPhone technology

LAN

CustomersServer

Admin & Reporting

Single Admin / reporting systemSame (Communication Manager) features across all handsets

Hot seating supportedUtilising VoIP technology

Extensive mobility features



Communication Manager 2.0Communication Manager 2.0


Avaya Communication Manager 2.0Enabling the distributed enterprise

• Telephony software for S8700, S8500 and S8300 Media Servers with with over 700 proven features offering identical features on IP and digital phones.

• Advanced conferencing (Meet-Me & Ad-hoc)• MLPP• Advanced mobility aids (SoftPhone & Extension to Cellular etc.)• Access plus & Speech Access• Communication Manager API• Call coverage• Posted Messages• Malicious Call Trace• Bridged Appearances• 7 Digit Dial Plan• Attendant Vectoring

Enhanced reliability• Local survivable processors with full features• Separation of Switch architecture up to 10 km

• Increased security • IP media encryption

Imperatives Fewer people, less capital

Distributed mobile operationsRetention, loyalty, revenue

Productivity, skillsManage complexity, risk

Security, continuity


Avaya Communication Manager 2.0Enabling the distributed enterprise

• Advanced networking• QSIG, DCS, DCS+, DPNSS, Analogue, ATM• IP networking (with signaling and bearer separation)• SIP (Session Initiated Protocol)

• World class Call Centre Software• Expert agent selection• IVR• Recorded announcements• Predictive wait time algorithms

Imperatives Fewer people, less capital

Distributed mobile operationsRetention, loyalty, revenue

Productivity, skillsManage complexity, risk

Security, continuity

• Completely standards based• 802.3af for powered Ethernet

• TSAPI, JTAPI for CTI connectivity

• LDAP for directory access

• Easy to manage and administer• Graphical management interface• Single server design for administration and backup


Meet Me Conferencing• Features:

– Up to 6 participants call pre- established number/extension

– One access code for all participants

• Benefits:– Eliminate third-party costs– Increased ease of collaboration

Meet Me Conferencing• Features:

– Up to 6 participants call pre- established number/extension

– One access code for all participants

• Benefits:– Eliminate third-party costs– Increased ease of collaboration

Manager / Secretary• Features:

– 1 Secretary / Multiple managers– Secretary can make or receive

calls on behalf of manager– Intercom or whisper paging

• Benefits:– Improved collaboration between

manager and secretary

Manager / Secretary• Features:

– 1 Secretary / Multiple managers– Secretary can make or receive

calls on behalf of manager– Intercom or whisper paging

• Benefits:– Improved collaboration between

manager and secretary

Avaya Communication Manager Features Employee productivity

LDAP Integration• Features:

– Single point of administration– Two-way changes– Integrate voicemail / telephony &

e-mail– Benefits:– Enhanced Security– Lower admin overhead

LDAP Integration• Features:

– Single point of administration– Two-way changes– Integrate voicemail / telephony &

e-mail– Benefits:– Enhanced Security– Lower admin overhead

Hot Desking• Features:

– Full Extension portability even across sites*

– Features, COS, Abb dials, call coverage etc. follow user

• Benefits:– Work at the most appropriate

location

Hot Desking• Features:

– Full Extension portability even across sites*

– Features, COS, Abb dials, call coverage etc. follow user


location

* With centralised server/remote gateways


Call Coverage• Features:

– Divert to up to 6 points of cover– Divert to off-site numbers (& return)– Differentiate between internal &

external calls• Benefits:

– Improved availability– One number service

Call Coverage• Features:

– Divert to up to 6 points of cover– Divert to off-site numbers (& return)– Differentiate between internal &

external calls• Benefits:

– Improved availability– One number service

Extension to Cellular• Features:

– Bridges cell phone with extension– Not dependent on cellular carrier– Swap between handsets mid

conversation• Benefits:

– One-number accessibility– Increased availability

Extension to Cellular• Features:

– Bridges cell phone with extension– Not dependent on cellular carrier– Swap between handsets mid

conversation• Benefits:

– One-number accessibility– Increased availability

Avaya Communication Manager Features Remote worker productivity SoftPhone

• Features:– No loss of features – 3 Versions - extension user,

PDA user and call centre agent– Choice of connection method (4)– Choice of user interface


location

SoftPhone• Features:

– No loss of features – 3 Versions - extension user,

PDA user and call centre agent– Choice of connection method (4)– Choice of user interface


location

Speech Access• Features:

– Name dialer (dial by name or number)

– Integration with CM or LDAP directory

• Benefits:– Instant access to all your

employees

Speech Access• Features:

– Name dialer (dial by name or number)

– Integration with CM or LDAP directory

• Benefits:– Instant access to all your

employees


Vectors (the heart the of call centre)

• Features:– Conditional routing based on:

– Time of day / day of week– Agent availability– Expected wait time– Digit selection etc

– Multiple (simultaneous) queuing– Integrated announcement sources– IVR functionality– Off site routing– Multi site queuing – CTI routing– Variables

• Benefits:– Ultimate flexibility– Decreased queue times– Customer and agent satisfaction

Vectors (the heart the of call centre)

• Features:– Conditional routing based on:

– Time of day / day of week– Agent availability– Expected wait time– Digit selection etc

– Multiple (simultaneous) queuing– Integrated announcement sources– IVR functionality– Off site routing– Multi site queuing – CTI routing– Variables

• Benefits:– Ultimate flexibility– Decreased queue times– Customer and agent satisfaction

Avaya Communication Manager Features Call centre

Expert Agent Selection (EAS)

• Features:– Up to 60 skills per agent – Reserve skills – 16 levels of priority– Skills can be changed in real time

• Benefits:– Right call to the right agent

Expert Agent Selection (EAS)

• Features:– Up to 60 skills per agent – Reserve skills – 16 levels of priority– Skills can be changed in real time

• Benefits:– Right call to the right agent

Supervisor Functions• Features:

– Duplicate agent login ID’s– Remote Logout of agent– Service Observe (listen & talk)Benefits:– Supervisors have full control of

the call centre

Supervisor Functions• Features:

– Duplicate agent login ID’s– Remote Logout of agent– Service Observe (listen & talk)Benefits:– Supervisors have full control of

the call centre


5 recoding modes• Station Bulk– All calls made to and from specific

agents• Station Executive– Dial “retain” command any time

during call to keep recording of the whole call.

• On Demand– From any station, conference in a

recording port• Meeting– Record meetings and assign

multiple owners• Quality– Sampled, scheduled and agent

initiated

5 recoding modes• Station Bulk– All calls made to and from specific

agents• Station Executive– Dial “retain” command any time

during call to keep recording of the whole call.

• On Demand– From any station, conference in a

recording port• Meeting– Record meetings and assign

multiple owners• Quality– Sampled, scheduled and agent

initiated

Avaya Communication Manager Features Call Recording

Features:– A software only solution – Recorder uses switch resources– Pure web application– No cabling– Fast and simple to install– No CTI required

• Benefits:– Cost effective recording solution

for small to large call centers

Features:– A software only solution – Recorder uses switch resources– Pure web application– No cabling– Fast and simple to install– No CTI required

• Benefits:– Cost effective recording solution

for small to large call centers


Avaya 4630 IP Phone

• Touch screenTouch screen• Integrated browserIntegrated browser• Dual Ethernet portDual Ethernet port

• Large Screen DisplayLarge Screen Display• Local Call Log & Speed DialLocal Call Log & Speed Dial

directory productivity directory productivity applicationsapplications• 24 buttons on 3 pages24 buttons on 3 pages• Advanced Module CapabilityAdvanced Module Capability• Fully Global ready (Icons)Fully Global ready (Icons)

Avaya 2420 Digital Phone

Communications Devices - Hardware• Local call log & speed dial directoryLocal call log & speed dial directory• WML (Wireless Markup Language) BrowserWML (Wireless Markup Language) Browser• Integrated switched portsIntegrated switched ports• 24 call appearance / feature buttons24 call appearance / feature buttons

Avaya 4602 (IP) & 2402

(Digital) Telephone

• Entry Level TerminalEntry Level Terminal• 2 feature buttons2 feature buttons• 2 x 24 character display2 x 24 character display• Dual Ethernet port optionDual Ethernet port option

Avaya 4610 & 4620 IP Telephone


Communications Devices - Software

Avaya IP Soft Phone for PocketPC

• Runs on any pocket PC Runs on any pocket PC devicedevice

• Single and Dual Single and Dual Connect functionalityConnect functionality

Avaya SoftConsole• Single and Dual Single and Dual

Connect functionalityConnect functionality• Cusomisable user Cusomisable user

interfaceinterface• Per-call scratch padPer-call scratch pad• LDAP integrationLDAP integration

• Mobility SolutionMobility Solution• Single and Dual Connect Single and Dual Connect

functionalityfunctionality• 2 user interfaces2 user interfaces• Call log/screen pop applicationsCall log/screen pop applications• LDAP IntegrationLDAP Integration• Buddy list with Instant MessagingBuddy list with Instant Messaging• Dial from web page functionDial from web page function

Avaya IP Soft Phone/ IP Agent


SoftPhone – Dual and Single connect

Internet / WAN

Voice / Audio

Signalling

Internet / WAN/ Dial-up

PSTN

Calls are still subject to:• Voice Recording• Least Cost Routing• Service Observe• Measurement



Reporting and AdministrationReporting and Administration


Avaya Site Administration Standard Management Platform

Avaya - ProprietaryUse pursuant to Company instructions

Task Wizards

Simplifies adds, moves and changes by turning everyday functions into step-by-step wizards.

Add User, Remove User, Change User, Swap Extension, Browse Users, Find Spare Extensions

All with schedule function.

Work Area

Graphical and textual information pertaining to the task being performed.

Adds, moves, changes and system reports are displayed here

Status Area

History Tab provides an audit trail for all completed tasks

Schedule Tab shows the status of any tasks waiting to execute

Connection Tab shows the status of the link between ASA and the Communication Manager server(s)



Modular MessagingModular Messaging


Avaya Modular Messaging – Architecture

PBXMAS

client

MS Exchange (5.5, 2000 or 2003)

Lotus Domino (5.0.10+ )*

Server

* Note: Lotus Domino 6.0.x and MS Exchange 2003 will be supported with MM 1.1 and above.

PSTN


Modular Messaging for Microsoft® Exchange Data Store An easy enhancement to Microsoft ExchangeModular Messaging for Microsoft® Exchange Data Store An easy enhancement to Microsoft Exchange

Have all your messages (voice, e-mail and fax) in your Inbox


Easy to use client optionsEasy to use client optionsEasy to use client optionsEasy to use client options


Single Point of AdministrationSingle Point of Administration e.g. in Active Directorye.g. in Active Directory


Date post:	11-Jan-2016
Category:	Documents
Upload:	dwain-terry
View:	220 times
Download:	2 times

Copyright© 2002 Avaya Inc. All rights reserved Avaya – Proprietary Use pursuant to Company...

Documents