DEEP DIVE ON AVAYA BREEZE™ - Network Infrastructure · Avaya Aura® Experience Portal Avaya...

DEEP DIVE ON AVAYA BREEZE™

(FORMERLY ENGAGEMENT DEVELOPMENT PLATFORM - EDP)

Valerie Heath: Senior Manager, Avaya Breeze Evangelist and

Avaya Collaboratory Product Manager

Michael Killeen: Senior Product Manager, Avaya Breeze Platform

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© 2016 Avaya Inc. All right reserved 4

AGENDA

Avaya Breeze Overview

Engagement Designer

Use Cases Examples

Snap-ins and Adaptors

Call Intercept Scenarios

Customer Journey Example

Reliability

Roadmap

Reference Material


Consumers

Demand a more secure multi-touch experience

across all channels

Companies

Need to understand, predict and respond

to new digital consumer behaviors

DIGITAL TRANSFORMATION DRIVES THE NEED TO

PREDICT & RESPOND TO CONSUMER BEHAVIOR

• Preferred Devices • Any channel • Any touchpoint • Multi-modal

• Personalized experience • Context-aware • Based on analytics • Operational excellence


VALUE CREATION & DIFFERENTIATION

Partner Enabled Services

Secure Fabric Networking

Messaging +

Communication

Platforms Analytics Open/Extensible

Team Engagement

Applications

Customer

Engagement

Applications

Avaya Breeze

Secure Fabric Networking

Partner Enabled Services • Professional Services

• Avaya Private Cloud Services

and Support


WHY AVAYA BREEZE?

Making it easier to solve today’s business challenges

Rapidly bring applications to market at a lower cost

Continuously deliver new services and innovation

Build on existing IT investments. Tightly integrated with Avaya Aura

Platform

Scalable, highly available, secure


EXAMPLE USES

Smart Workplace

Partner Rules based call redirect/ID

change and dynamic team

formation

Leading Global Bank Whitelisting app across 850

branches for staff to reduce logjam

in contact center

Leading Medical

Provider ‘Code red’ app for dynamic team

formation when there’s a network

outage

Large Outsourced

Contact Center Agent displays representing a

particular business for granular per

call/minute charge back

Avaya Partner Offer a rules-based call

block based on time of day,

area code, Do Not Call lists

Higher Education Building a reusable gateway text

messaging service to consistently

support other institutional

applications


HOW DOES IT WORK?

Performance and Analytics

Omnichannel

Open APIs Avaya Aura® Platform

Centralized

System Manager

Media and

Video

Avaya Breeze

Avaya Aura®

Experience Portal

Avaya Aura®

Contact Center

Avaya Aura®

Call Center Elite

WebRTC

Avaya Engagement

Designer

RealTime

Speech

Context

Store

Work

Assignment

Mobile

Video

Reporting

& Analytics

Avaya and 3rd Party Snap-ins

Session

Manager

CUSTOMERS ENTERPRISE

Avaya

Interaction Center

AvayaLive™

Collaboratory

Scopia

iView


KEY CAPABILITIES

Snap-ins simplify access to advanced capabilities, save time, promote reuse across

multiple apps

Build or embed real-time communications into

any application or process

Familiar Java and REST APIs and SDKs, detailed

telephony know how not required!

Use a common set of methods to invoke

voice, video, SMS text, email, presence services

Deploy applications with

built-in security, reliability, scalability

Developer sandbox & graphical design tools

reduce learning curve, speed development


WHAT IS A SNAP-IN?

Applications, connectors, modular reusable code

Quickly create or integrate new capabilities into processes and apps

Use only the functionality you need

Standardize use of best practices

Reuse capabilities across apps

Avaya Snap-ins

Powered by Avaya Breeze


Engagement Designer provides graphical design environment for implementing workflows

Context Store is a highly scalable, highly available in-memory data grid with a web service interface

The WebRTC snap-in make it easy to add click to call capabilities from any web application to any Avaya Aura® endpoint

Work Assignment selects the best resource (e.g. Agent) to handle a work request (e.g. call) based on a customizable set of attributes.

Real-Time Speech enables immediate detection of spoken phrases in two-party calls

AVAYA PROVIDED FOUNDATIONAL SNAP-INS


Engagement Assistant provides hands free entry into voice or video conference. One number for all meetings on your calendar

Scopia Connector Provides Avaya Breeze integration with Scopia meetings to enable rapid collaboration and dynamic team formation

SMS Connectors Allows services to send inbound and outbound SMS messages using SMS API. Requires customer-provided SMS gateway or subscription to SMS service.

Email Connector Allows services to send emails (by using email API) and provides an email client that sends SMTP requests to email hosts which will send email out of the enterprise

APPLICATION SNAP-INS AND CONNECTORS


AVAYA SNAP-INS

Core, applications, connectors, reusable best practices

3rd Party Developed

Enterprise Developed

IM & Presence

Scopia Video

SMS

Email

Connectors

Co-Browsing Work Assignment

Presence

Real-time Speech WebRTC

Engagement Assistant

Engagement Designer

Call Park and Page

Applications

APS Offers: Avaya Smart Caller ID Avaya Call Redirection

Context Store Mobile Video


AVAYA LIVE COLLABORATORY™ 3.1

Accelerating the Developer Community

Avaya Live Collaboratory

Avaya Aura®

Platform stack

Avaya Scopia®

video infrastructure Email & SMS

service support

Avaya clients & PSTN access

3 months US $999

3-month subscription incl. 3 instances of Tech support

Jumpstart without

up-front infrastructure upgrades

Available to customer/IT, channel partners, ISVs

and Systems Integrators alike

Pre-configured, ready

for immediate use includes Avaya Snap-

ins

Avaya Breeze 3.1, Engagement Designer,

Engagement Call Control, Context Store, Work

Assignment, Speech Search, and WebRTC,

Email, SMS, Scopia Video integration, logging,

etc.

Subscription model

First 60 days free for qualified accounts.

$999 per 90 day extensions thereafter

Avaya Breeze

• Secure access to a dedicated Avaya Aura sandbox

• Adds ASBCE to improve user experience by eliminating

need for OpenVPN client in most common use cases

• Pre-installed sample applications and WorkFlow

Definitions for common use cases.

Enterprise Corporate

Developers

ISV Developers

Systems Integrators

https://avayalive.com/collaboratory/


© 2016 Avaya Inc. All right reserved 16 16

MAKING IT EASY TO FIND, TRY AND BUY

COMMUNICATIONS APPLICATIONS


THE AVAYA SNAPP STORE – OPENED MARCH 7, 2016


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material


WHAT IS AVAYA ENGAGEMENT DESIGNER?

Browser based tool to help Business and IT Analysts model their business processes and execute them without writing code.

Reduces time to market for engagement solutions dramatically.

Adaptive to change in solutions from ground-up.

Built on latest industry standards and technology.

BPMN 2.0 based (Business Process Modeling and Notation)

Allows Enterprise Architects, LOB heads, etc to visually model workflows that can then be executed


WHAT IS BPMN?

OMG (Object Management Group) standard for flow-chart based notation to define Business Processes

ƒAn agreement between multiple modeling tools vendors, who had their own notations, to use a single notation for the benefit of end-user understand and training

ƒProvides a mechanism to generate an executable Business Process from the business level notation

A Business Process developed by a business analyst can be directly applied to a BPM engine instead of going through human interpretations and translations into other languages

Basic Shapes: • Circles – Events • Rectangles –

Activities or Tasks • Diamonds –

Gateways (Decision Points)


AVAYA ENGAGEMENT DESIGNER – INVENTORY

Modules

Workflow Designer (Browser based HTML 5)

Workflow Engine (native BPMN 2.0)

Workflow Administration Console (Google Web Toolkit)

Workflow Instance View (Browser based debugging)


WORKFLOW DESIGNER

Task Color Coding :

Green – Notification

Blue - External Services

Purple – Negative actions

Gold/yellow – Data


WORKFLOW ADMINISTRATION CONSOLE


WORKFLOW INSTANCE VIEW


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material


DYNAMIC TEAM FORMATION –

MEDICAL TEAM PAGING

A patient checks in to hospital for a medical

emergency

Engagement Development Platform sends

SMS and voice notifications to specialists to

attend patient in ER

Triage nurse identifies condition in patient

profile and needs a specialist team assembled

to address issue

Nurse requests help using medical team

creation service powered by Work

Assignment


1. A couple expresses

interest in a new product

2. Branch manager brings

customer to private

conferencing kiosk

3. Manager assists

customer by requesting

a video kiosk session with

an expert.

4. Application creates

a context ID in Context

Store and sends a request

to expert finder workflow

5. Workflow receives

request, retrieves contextual

data (customer profile,

branch originating request)

6. Expert is located and

by Work Assignment

to sent to expert finder

workflow.

7. Workflow kicks off

Scopia video conference

between expert and branch

8. Expert consults with

couple on new product

9. After consultation,

details sent to Context Store

for future

customer engagement and

analytics

EXPERT FINDER SERVICES –

FINANCIAL SERVICES EXAMPLE


Turn business objectives into

searches:

• Call drivers

• Policy adherence

• Repeat call indicators

• Indicators of dissatisfaction

• Outcome detection

• Key moment detection

ENTERPRISE WORKER & AGENT SCRIPT COMPLIANCE -

SEARCH FOR KEY PHRASES


Customer Satisfaction Assured

“Need Assistance” Clicked Session Established Personalized Treatment Initiated

All Resources Engaged Co-Browsing Utilized

OMNI-CHANNEL ESCALATION COMPLIANCE -

EFFORTLESS ESCALATION FROM SELF SERVICE


Self-Service Business

Process

CRM ERP Marketing IVR Contact Center Big Data

Customer Journey Record

Routing Analytics Web/

Mobile

Agent Transfer

Agent

CUSTOMER JOURNEY RECORD CREATION -

REAL TIME SESSION DETAILS


Post Contact Survey

Claim Change Notification Customer Context Lookup Prioritized Personal Routing

Automated Change Confirmation

EXPERIENCE ORCHESTRATION -

USE CUSTOMER CONTEXT FOR CUSTOMER EXPERIENCE

IMPROVEMENT


Enable Consumers to ‘Click to Call’ Browser to Seamlessly Connect Through to an Agent

Integrate real-time web communications

into the browser without plug-ins

Integrate with context store, providing relevant contextual data to

agents when consumer calls

are presented

Integrate with real-time speech to support audio driven menus

and to monitor agent script compliance

AVAYA WEBRTC SNAP-IN

Better application and tighter integration between web and telephony communications

The customer service on-ramp for the Web World

Richer, more seamless customer experience across different media


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material


WHAT IS A SNAP-IN?

A snap-in is a bundle of business logic that installs into and executes on Avaya Breeze

Different types of snap-ins:

– Application snap-ins

– Connectors

– Engagement Designer Workflows

– Dynamic Task Types


DYNAMIC DEPLOYMENT OF AVAYA BREEZE SNAP-INS

Administrator PC System Manager

Avaya Breeze Element Manager

Whitelist Archive Whitelist Attributes

Administrator Acquires Service Archive File

Administrator “Loads” Service Archive. Whitelist Administrative Forms appear.

Avaya Breeze Element Manager “Installs” Whitelist Snap-in on all Breeze Instances in the cluster

Breeze 1

Call Control API

Ma

na

ge

me

nt

Virt Sec HA Scale

Whitelist

Breeze 2

Call Control API

Ma

na

ge

me

nt

Virt Sec HA Scale

Whitelist Whitelist


VIEW OF HOW CONNECTORS ARE USED

Avaya Breeze

Collaboration Bus / Eventing Framework

Email Connector

SMS Connector

Email Server

Clickatell

REST SMTP

Scopia

Scopia Connector

Call and Media Control

Whitelist

Session Manager

AMS

HTTP

REST REST

Outbound Call Restrictions

Dynamic Team

Formation

Multichannel Broadcast

Identity Changer


THINGS THAT CAN BE DONE WITH AN APPLICATION SNAP-IN

Call control via Java API

– Intercept, divert, block, allow, fork

– Drop participant, add participant

– Originate call

Media control via Java API

– Play announcements (including Text to Speech)

– Detect/send DTMF

– Automatic Speech Recognition (via VoiceXML)

Expose HTTP REST / HTML interfaces

Publish events into Engagement Designer and other snap-ins

Subscribe to events from other snap-ins

Expose interface over Collaboration Bus for Engagement Designer (via custom task type) and other snap-ins.

Leverage Avaya and Third-party Connectors via the Collaboration Bus


SCENARIO #1: COMPLETE APPLICATION SNAP-IN

Avaya Breeze


Email Connector

SMS Connector

Email Server

Webtext

REST SMTP

Scopia

Scopia Connector

Call and Media Control

Session Manager

AMS

HTTP

HTTP/ REST

Your Snap-in

Engagement Designer

Third-Party Connector

External System

HTTP

Eventing Framework Connector

All application logic goes here. Must be written in Java.


SCENARIO #2: REMOTE APPLICATION WITH CONNECTOR /

CUSTOM TASK TYPE

Avaya Breeze


Email Connector

SMS Connector

Email Server

Webtext

REST SMTP

Scopia

Scopia Connector

HTTP

HTTP/ REST or Other

Engagement Designer

Third-Party Connector

External System

HTTP

Eventing Framework Connector

Your Application

Your Connector

Third-Party Snap-in Your Task

Type

Primary application is external, uses any technology such as .NET, C++, NodeJS, etc..

Connector allows other snap-ins to access external application.

Task type allows workflows to access external application.


SCENARIO #3: REMOTE APPLICATION LEVERAGING AVAYA

SNAP-INS VIA REST/HTTP

Avaya Breeze

Engagement Call Control

Your Application

WebRTC Context Store Real-Time Speech Co-Browse


EXAMPLE – ENGAGEMENT CALL CONTROL – REST APIS

TPC Operation HTTP/Method URL

MakeCall POST /calls

DropCall DELETE /calls/{callId}

DropConnection DELETE /calls/{callId}/connections/{connectionId}

GetCallInformation GET /calls/{callId}

GetConnectionsByCallId GET /calls/{callId}/connections

GetConnectionDetails GET /calls/{callId}/connections/{connectinId}

TransferCall POST /calls/{callId}/connections/{connectionId}?action=transfer

RetrieveCall POST /calls/{callId}/connections/{connectionId}?action=retrieve

HoldCall POST /calls/{callId}/connections/{connectionId }?action=hold

AnswerCall POST /calls/{callId}/connections/{connectionId}?action=answer

RedirectCall POST /calls/{callId}/connections/{connectionId}?action=redirect

ConsultCall POST /calls/{callId}/connections/{connectionId}?action=consult

CompleteTransfer POST /calls/{callId}/connections/{connectionId}?action=completeTransfer

CompleteConference POST /calls/{callId}/connections/{connectionId}?action=completeConference


SCENARIO #4: CONTEXTUAL INTEGRATION, VIA CONTEXT

STORE

Avaya Breeze

Engagement Designer

Your Application

WebRTC

Context Store

Customer Facing

Web Site

Agent Desktop

Web Application

Your Data

Application may never directly access Avaya Breeze, but important contextual data accompanies call from customer to agent. In other cases the application may directly access Context Store.


Avaya Breeze

CONNECTORS ARE PLUGGABLE

Avaya Breeze

Collaboration Bus

Email Connector

Clickatell SMS Connector

Email Server

Clickatell

REST SMTP

Scopia

Scopia Connector

HTTP

REST

Collaboration Bus

Email Connector

Email Server

Webtext

REST SMTP

Scopia

Scopia Connector

HTTP

REST

Any developer can implement a Connector for a Channel by using the CB API and the defined message schema

New Connectors can be dynamically deployed like any other snap-in

In this case, the Avaya-provided Clickatell SMS Connector was replaced with a Webtext SMS Connector

Dynamic Team Formation code didn’t have to change to leverage new Connector

Dynamic Team

Formation

Dynamic Team

Formation

Webtext SMS

Connector


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material


OUTBOUND CALL FROM H.323 ENDPOINT TO PSTN

Alice (H.323)

Avaya Breeze Caller ID Changing Service

Session Manager

SBC / SIP Trunk Gateway

Communication Manager

PSTN


INBOUND CALL FROM PSTN TO H.323 ENDPOINT

Alice (H.323)

Avaya Breeze Call Block Service

Session Manager

SBC / SIP Trunk Gateway


PSTN


INBOUND CALL FROM PSTN TO SIP ENDPOINT

Carol (SIP)

Avaya Breeze Call Block Service

Session Manager SBC /

SIP Trunk Gateway

PSTN


Term Processing

Implicit Sequencing Explicit Sequencing


OUTBOUND CALL FROM SIP ENDPOINT TO PSTN

Carol (SIP)


Session Manager SBC /

SIP Trunk Gateway

PSTN

Communication Manager Orig

Processing

Implicit Sequencing Explicit Sequencing



OUTBOUND CALL FROM H.323 ENDPOINT TO ISDN TRUNK

Alice (H.323)

Orig processing


Session Manager

Trunk Gateway

PRI

PSTN

Routing


Communication Manager Orig and Term

Processing

AVAYA BREEZE IS NOT INVOKED FOR STATION TO

STATION H.323 CALLS

Alice (H.323) Bob (H.323)


Call Block Service

Session Manager

X


AVAYA BREEZE

ENGAGEMENT CALL CONTROL (3RD PARTY CALL CONTROL)

With the RESTful ECC snap-in you are able to perform the following functions in EDP 3.1

– Make a call, cancel a call, answer a call, end a call

– Consult transfer, single step transfer

– Hold or Retrieve a call

– Set or cancel call forwarding

– Voice mail connector to Avaya Aura Messaging

The Engagement Call Control (ECC) Snap-in provides REST APIs for CTI type of call control. The ECC Snap-in provides functional equivalency to the ACE SOAP Web Services

ECC has control and visibility of all CM calls including station to station, station to trunk, or trunk to station.

Avaya Aura

SIP

Clients

Avaya Breeze Engagement Call Control

REST API

AES

H.323

Clients

Legacy

Clients

External

Systems

CTI


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material

© 2015 Avaya Inc. All rights reserved. 53

Video: Avaya Breeze™ - Collaboration Environment

https://youtu.be/N6sLXFetZdQ?list=PLVAvmhXSk-dqk4Kzt7L-iqZWLLeKpZDPi







CURRENT CUSTOMER EXPERIENCE WHEN SEEKING

REFRIGERATOR TECHNICAL SUPPORT

1 Enter information on website

2 Find customer support number and dial it

3 Navigate IVR maze

4 Play 20 questions to establish identity

6 Get transferred to an expert

7 Wait while expert finds correct document

5 Tell the agent what you entered on website


CUSTOMER EXPERIENCE WHEN SEEKING REFRIGERATOR

TECHNICAL SUPPORT THROUGH AVAYA BREEZE

1 Enter information on website

2 Find customer support number and dial it

3 Relevant documents appear as you further describe your problem.

2 Expert agent greets you by name and knows exactly why you are calling.

3 Navigate IVR maze 4 Play 20 questions to establish identity 5 Tell the agent what you entered on website

Get transferred to an expert 6 7 Wait while expert finds correct document


Avaya Breeze™

SIP SIP/MSML

Session Manager

AMS 7.5** AMS 7.5** Avaya Media Server

Contact Center Elite

Web Application

HTTP(S)

Internet SIP

Appliance Support

Web Site

Engagement Designer

Avaya Breeze

Context Store

Avaya Breeze

Work Assignment

SIP

Agent Desktop Web

Application

Real Time Speech

WebRTC

Media

SIP

Media

WebRTC Snap-In

Putting the Snap-ins Together to Create a Seamless Support Experience


Avaya Breeze

SIP SIP/MSML

Session Manager



HTTP(S)

SIP

Engagement Designer

Avaya Breeze

Work Assignment

SIP

Agent Desktop Web

Application

Real Time Speech

WebRTC

Media

SIP

Media

WebRTC Snap-In

Step 1: Store context, generate authorization token, initiate call

Web Application

Internet

Appliance Support

Web Site

Avaya Breeze

Context Store


Avaya Breeze

SIP


SIP

Engagement Designer

Avaya Breeze

Work Assignment

SIP

Agent Desktop Web

Application

Real Time Speech

SIP

Media

Step 2: Validate authorization token, set up WebRTC media stream, launch SIP call

Web Application Appliance Support

Web Site

Avaya Breeze

Context Store

SIP/MSML

Session Manager


HTTP(S)

WebRTC

Media

WebRTC Snap-In

Internet


Avaya Breeze

SIP


SIP

Engagement Designer

Avaya Breeze

Work Assignment

SIP

Agent Desktop Web

Application

Real Time Speech

SIP

Media

Step 2: Validate authorization token, set up WebRTC media stream, launch SIP call


Web Site

Avaya Breeze

Context Store

SIP/MSML

Session Manager


HTTP(S)

WebRTC

Media

WebRTC Snap-In

Internet


Avaya Breeze

SIP


SIP

Agent Desktop Web

Application

Real Time Speech

SIP

Media

Step 3: Read context, request resource, start wait treatment.


Web Site

HTTP(S)

WebRTC

Media

WebRTC Snap-In

Internet SIP

Engagement Designer

Avaya Breeze

Work Assignment

Avaya Breeze

Context Store

SIP/MSML

Session Manager



Avaya Breeze

Context Store

Avaya Breeze

SIP


SIP

Agent Desktop Web

Application

Real Time Speech

SIP

Media

Step 4: Assign resource, stop wait treatment, route call.


Web Site

HTTP(S)

WebRTC

Media

WebRTC Snap-In

Internet SIP

Engagement Designer

Avaya Breeze

Work Assignment

SIP/MSML

Session Manager



Avaya Breeze

Context Store

Avaya Breeze

SIP


Agent Desktop Web

Application

SIP

Media

Step 5: Real-Time Speech intercepts call


Web Site

HTTP(S)

WebRTC

Media

WebRTC Snap-In

Internet SIP

Engagement Designer

Avaya Breeze

Work Assignment

SIP/MSML


SIP

Real Time Speech

Session Manager


Avaya Breeze

SIP

Media

Step 6: Screen pop application retrieves context, displays to agent


Web Site

HTTP(S)

WebRTC

Media

WebRTC Snap-In

Internet SIP

Engagement Designer

Avaya Breeze

Work Assignment

SIP/MSML


SIP

Real Time Speech

Avaya Breeze

Context Store

SIP


Agent Desktop Web

Application Session Manager


Avaya Breeze

SIP

Media

Step 7: Documents shown to agent as phrases are spoken


Web Site

HTTP(S)

WebRTC

Media

WebRTC Snap-In

Internet SIP

Engagement Designer

Avaya Breeze

Work Assignment

SIP/MSML

SIP

Avaya Breeze

Context Store

SIP


Session Manager


Real Time Speech

Agent Desktop Web

Application


HIGH LEVEL DEPLOYMENT DIAGRAM

SIP SIP/MSML

PSTN

Providers

ASM 6.2 FP1* ASM 6.2 FP1* Session Manager

AMS 7.5** AMS 7.5** Avaya Aura® Media

Server

CM 6.2 ES CM 6.2 ES Communication

Manager /

CC-Elite

Web Application

HTTP(S)

Internet

WebRTC

Clients WebRTC

Clients WebRTC

Clients

SIP

DMZ

Web Application

SIP/MSML

H.323

Clients

HTTP(S)

STUN/

SRTP/

DTLS STUN/

TURN/

SRTP/

DTLS

SIP

Clients

SIP

H.323

General Purpose Avaya Breeze Cluster

PAL / SSAL

HTTP Load Balancer

WebRTC Snap-In

HTTP Load Balancer

SIP/MSML

Reverse

Proxy Reverse

Proxy

Work Assignment

Snap-In

Avaya Session

Border

Controller for

Enterprise

Context Store Snap-In


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material


AVAYA AURA® ARCHITECTURE

IP Office

System

Manager

SBC

SIP

Trunks PSTN

SIP SM SM SM

SM SM SM

Avaya Breeze

Avaya Breeze

Avaya Breeze CM

CM CM

SIP

SIP Hard and Soft

Endpoints

Third Party

SIP Phones

SIP SIP

CS 1000 CM

SIP

3rd Party

Equipment

CM PS PS AAM AAM

Avaya Aura®

Media Servers


AVAYA BREEZE

ARCHITECTURE

IVR Mobile Web Social

Customer

Load Balancer

WAS WAS WAS

Breeze3.0 Breeze3.0 Breeze3.0

Grid Grid Grid

PU PU PU

PU PU PU

ReST ReST ReST


IVR Mobile Web Social

Customer

Load Balancer

WAS WAS WAS

Breeze3.0 Breeze3.0 Breeze3.0

Grid Grid Grid

PU PU

PU

PU PU

PU

ReST ReST ReST

AVAYA BREEZE

HIGH AVAILABILITY


AVAYA BREEZE HA PLUS GEO REDUNDANCY

SM SM

SM

SIP

System

Manager

SM

Breeze Breez

e Breeze

Breeze

Breeze

Breeze Breez

e Breeze

Breeze

Breeze Breeze

Breeze Breeze

Breeze

Breeze Breeze

Breeze Breeze

Breeze

Breeze

Breeze Breez

e Breeze

Breeze

Breeze

Each Avaya Breeze Cluster Connects to the SM Core with Up to 5 Instances

(Servers)

Up to 5 Clusters Are Supported (and Tested).


AVAYA BREEZE CLUSTER HIGH AVAILABILITY

Breeze

Breeze

Breeze

Each Avaya Breeze Cluster is N+M Redundant – Supporting

Multiple Avaya Breeze Failures

Avaya Breeze’s Take Over For Each Other By

‒ Re-Using the Media Paths for Existing Sessions

‒ Existing Connections (Calls) Are Preserved

‒ Sending INVITE-Replaces to Re-Create the Signaling Paths

‒ Calls In-Queue (CC) Are Preserved.

Breeze

Breeze


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material


NOTICE

“The information contained herein is provided for information purposes

only and is intended only to outline Avaya’s presently anticipated general

technology direction. The information in the roadmap is not a commitment

or an obligation to deliver any product, product feature or software

functionality and Avaya reserves the right to make changes to the content

and timing of any product, product feature or software release. Prices for

any future product or software included herein will be separately negotiated

when and if such product or software becomes available."


UNDERSTANDING RELEASE ROADMAPS

On the Truck In the Factory In Design Shop

GA Planned Concept

GA-Controlled

Introduction Specific use cases or

configurations

Unrestricted GA

Anywhere, any

configuration, in any

quantity

Fully tested

Quality Release

Feature Packs

Simple way add new

features



Session Manager

System Manager

Media Server

Scalability Management Serviceability Security Virtualization Reliability

Avaya Breeze


Call Center Elite

Session Manager

System Manager

Media Server

Scopia

Avaya Applications

Co

-Bro

wsin

g

Mobile

Vid

eo

Enga

gem

en

t C

all

Contr

ol

Ava

ya

N

otification

Pre

se

nce

&

IM

Work

A

ssig

nm

en

t

Co

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xt

Sto

re

Real-

tim

e

Spee

ch

WebR

TC

A

udio

Enga

gem

en

t D

esig

ner

Scopia

SM

S

Em

ail

3rd

Part

y

ISV

D

evelo

ped

Co

rpora

te

Ente

rprise

De

velo

ped

In Memory Data Grid

Avaya Breeze™

Park

and

Page

E

nga

gem

en

t A

ssis

tant

Orc

hestr

ation

Desig

ner

Task

Colle

cto

rs

Call

Redir

ection

Manag

er

Sm

art

Calle

r ID

Avaya

Analy

tics

Avaya

Chatb

ot

Message

Record

ing

Event

Pro

cessin

g

Call

Com

ple

tion


AVAYA BREEZE ROADMAP

Real Time Speech Query

Snap-In and EDP

Enhancements

EDP Cloud

Remote Engagement Call

Control

Avaya Omni Center

Customer Engagement

Avaya Aura and

Cloud Enablement

More effective speech query

EDP platform improvements

and component updates

Snapp Store tool support

Developer Preview only

Competitive offer to other

vendors for call manipulation

Support the Onmi Center

Customer Engagement Solution

Support Avaya Aura JITC

Certification

Support public, private, and hybrid

cloud deployments.

Usage based for cost management

• RTS Query by Reference,

Query on Mixed Audio Stream,

Query Schema, Validation of

Query ID

• ECC events contain UUI

(Context ID),

• Flexible Call Leg with 1- and 2-

party Make Call

• General Use Cluster DB for

Avaya Snap-ins

• Callable Services

• Record and Play

Announcements

Developer preview for up to 6-

12 friendly customers

Provide DID and SMS numbers

and a set of REST based APIs

Support pre call handling in a

hosted environment

Support for Avaya Omni Center

release

User authentication and

authorization framework

Eventing enhancements for

reporting and analytics

Message Record and Play Snap-in

to complete the ACE transition

Support the large bare metal

AAMS option for RTS

Platform maturity

Support IPv6 and JITC certification

of PS 7.x

Support cloud via multi-tenancy

and usage based tracking

Project Breeze Developer Preview

TH

EM

E

BU

SIN

ES

V

AL

UE

Avaya Breeze 3.2 (Concept/Engage)

Ke

y F

ea

ture

s

EDP 3.1.1 Dec 21 2015

(GA)

Avaya Breeze 3.3 (Pre-Concept)


AGENDA


Engagement Designer

Use Cases Examples




Reliability

Roadmap

Reference Material


WAYS THAT YOU CAN SOLVE CUSTOMER PROBLEMS

WITH AVAYA BREEZE

Write your own snap-ins that are full applications / features for your customers

Write Connectors to off-board services supplied by you or other third-parties

Assemble snap-ins from the Snapp Store (written by Avaya, ISVs or others) to create powerful solutions

Consult with Avaya Professional Services to write custom snap-ins for your customers if you don’t have the expertise

Become proficient with Engagement Designer, especially if you don’t have Java expertise


Sales Information: https://sales.avaya.com/cs/Sites?lookuphost=/&lookuppage=/en/pss/engagement-development-platform

ABAYA BREEZE AND SNAP-IN REFERENCE MATERIAL

Lab Environment: www.avayalive.com/collaboratory

Developer Information: www.avaya.com/edpdeveloper

https://sales.avaya.com/cs/Sites?lookuphost=/&lookuppage=/en/pss/engagement-development-platform






http://www.avayalive.com/collaboratory

http://www.avaya.com/edpdeveloper

http://www.avaya.com/edpdeveloper


Avaya Breeze

Avaya.com:

– http://www.avaya.com/usa/product/avaya-breeze/

– http://www.avaya.com/usa/product/avaya-snap-ins/

Avaya Sales Portal:

– https://sales.avaya.com/en/pss/engagement-development-platform

Avaya Support Documentation:

– https://support.avaya.com/products/P1462/avaya-breeze-platform

Avaya DevConnect and Developer Forums

– http://www.devconnectprogram.com/site/global/products_resources/avaya_breeze/overview/index.gsp

– http://www.devconnectprogram.com/forums/forums/show/18.page

Collaboratory www.avayalive.com/collaboratory

Avaya Learning http://avaya-learning.com

Contact us at [email protected]

ADDITIONAL RESOURCES

http://www.avaya.com/usa/product/avaya-breeze/




http://www.avaya.com/usa/product/avaya-snap-ins/






https://sales.avaya.com/en/pss/engagement-development-platform





https://support.avaya.com/products/P1462/avaya-breeze-platform






http://www.devconnectprogram.com/site/global/products_resources/avaya_breeze/overview/index.gsp



http://www.devconnectprogram.com/forums/forums/show/18.page



http://www.avayalive.com/collaboratory

http://avaya-learning.com/



mailto:[email protected]


ENGAGEMENT DESIGNER, COLLABORATORY, AND

SNAP-INS - RESOURCES

Engagement Designer: https://sales.avaya.com/en/pss/avaya-engagement-designer

AvayaLive™ Collaboratory: https://avayalive.com/collaboratory/

Presence Services: https://sales.avaya.com/en/pss/avaya-aura-presence-services

Call Park and Page: https://sales.avaya.com/en/pss/avaya-call-park-and-page-snap-in-uc

Engagement Assistant: https://sales.avaya.com/en/pss/avaya-engagement-assistant-snap

Context Store: https://sales.avaya.com/en/pss/avaya-context-store-snap-in

Work Assignment: https://sales.avaya.com/en/pss/avaya-work-assignment-snap-in

WebRTC: https://sales.avaya.com/en/pss/avaya-webrtc-snap-in

Real-time Speech: https://sales.avaya.com/en/pss/avaya-real-time-speech-snap-in

https://sales.avaya.com/en/pss/avaya-engagement-designer







https://sales.avaya.com/en/pss/avaya-aura-presence-services







https://sales.avaya.com/en/pss/avaya-call-park-and-page-snap-in-uc















https://sales.avaya.com/en/pss/avaya-engagement-assistant-snap







https://sales.avaya.com/en/pss/avaya-context-store-snap-in









https://sales.avaya.com/en/pss/avaya-work-assignment-snap-in









https://sales.avaya.com/en/pss/avaya-webrtc-snap-in







https://sales.avaya.com/en/pss/avaya-real-time-speech-snap-in












SELLING AVAYA BREEZE:

WATCH VIDEO SNACKS FOR BUSY SALES PEOPLE

Avaya Breeze represents an exciting opportunity to change the game with your customers!

Written by fellow sales people, these video snacks provide insights, tactics and knowledge you need to win deals and drive customer value

Combined with the Conversation Guide and Infographic, they provide a complete enablement kit for your next game-changing customer interaction.

– Module 1 - Getting Ready

– Module 2 - What is Engagement Development Platform?

– Module 3 - 5 Step Plan for Sales Discovery

– Module 4 - Use Cases

– Module 5 - Making the Sale --from A to Z

https://sales.avaya.com/en/pss/uc-engagement-development-platform









SELLING AVAYA BREEZE:

GETTING A DEVELOPMENT QUOTE

Generating an APS Custom Quote

Create a New Quote using ProServices Now at www.avaya.com/proservicesnow.

DevConnect Partner for Custom Applications

Supported through DevConnect Technology Partners. Please visit the

DevConnect Marketplace (www.devconnectmarketplace.com) for Technology

Partners offering Custom Development & Professional Services solutions, or

contact the DevConnect business team ([email protected])

The DevConnect Business Development Manager will work to identify and

match your opportunity with current DevConnect Technology Partners

http://www.avaya.com/proservicesnow

http://www.devconnectmarketplace.com/

mailto:[email protected]

Visit Our Smart City

6:30pm 9:00pm

Monday, April 4

7:00am 8:30am

12:15pm 1:30pm

Tuesday, April 5

7:00am 8:30am

12:15pm 1:30pm

6:00pm 8:00pm

Wednesday, April 6

7:00am 8:30am

(Expo closes after

breakfast)

Thursday, April 7

Expo Hours

Complete your survey at the end of the session in the Mobile App

✓

✓

✓

✓

✓


AVAYA BREEZE 3.1 ARCHITECTURE

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