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Avaya Communication Solutions & Integration

Avaya Communication Solutions & Integration. CDUG 11-10-04 Scott Kamrath ASVP, CSI Western Region. Today’s Agenda. Avaya Global Services Today Communication Solutions & Integration (CSI) Mission Competencies/ Methodology IP Migration Planning Considerations.

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Avaya Communication Solutions & Integration

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  1. Avaya Communication Solutions & Integration CDUG 11-10-04 Scott Kamrath ASVP, CSI Western Region

  2. Today’s Agenda • Avaya Global Services Today • Communication Solutions & Integration (CSI) Mission • Competencies/ Methodology • IP Migration Planning Considerations

  3. Our role is to provide end-to-end support to Avaya customers Avaya Global Services • In a TDM world, this means designing in, installing, monitoring and maintaining Avaya products • In an IP world, this means architecting solutions, installing-integrating-maintaining Avaya products, • and continuously monitoring and managing the • entire multi-vendor environment

  4. Avaya products operate in an open, multi-vendor environment. Service Requirements in an IP World To meet customer expectations, we must: • Understand each customer’s business problem • Architect a solution that works in that customer’s environment • Implement and integrate the solution • Product installation • Maintain Avaya products and platform elements • Continuously monitor and manage the entire environment Professional Services (CSI) Installation & Maintenance Services Managed Services

  5. CSI Mission & Strategy • Value enhancing Trusted Advisor and SI of choice for Avaya solutions • IP Telephony • Contact Centers • Messaging • Unified Communications • Reaching our Customers • Via all Avaya channels • Direct • Business Partners • DevConnect Partners • Global Systems Integrators Avaya strategic and competitive advantage through convergence and application integration • Foundation for Success • Easy to do business with – response, flexibility • Common processes and knowledge management • Competitive pricing and bid process • World class Competencies - Convergence ( security, continuity, networking), Integration, Project/Program Management

  6. Delivering Professional Services for Communication Applications • Business Communication Consulting • Align business and communication strategies to target the right technologies • IP Migration Consulting • IP Readiness, • LAN / WLAN, Data, Multi-vendor networks • Security • Continuity • Application Consulting and Integration • Contact Center • Messaging • Unified Communications • Project / Program Management • Single Point of Accountability for Complex Solutions • Manage Scope, Schedule, Cost, Risk

  7. Employing Best Practices, Delivery Tools and Proven Methodologies • Solution Deployment • Speedy Implementation • Project & Program Management • On Budget Delivery • Education & • Knowledge Transfer • Safe Takeover • Solution Planning & Preparation • Risk Mitigation • Solution Design & Development • Expert Integration • Solution Assurance • Quality Throughout

  8. CSI Competencies • Business Communication Consulting • IP Migration, Security, Business Consulting • Contact Center • Messaging, Unified Communications • Program Management

  9. Business Communication Consulting Business Strategy Vision/Goals/Identity Products/Services Customers/Target Markets Competitive Position Drives Enables Business Communication Strategy and Architecture Positioning and Value Processes Organization Media Metrics Drives Enables Technology Strategy and Selection What Technology When Benefits Architecture Integration

  10. Avaya Business Communication Consulting Providing acknowledged experts to help our customers with: Strategy Development Business Optimization Migration Planning If your network and infrastructure are not running at peak efficiency, you are forfeiting part of your investment Staying ahead of your competition requires constant change for your business and your communication needs Achieving your strategy requires business and technology acumen to move your business from where you are today to where you want to be Delivering: • Industry expertise providing insight and information addressing your most important business challenges • Prescriptive solutions tailored to your infrastructure, requirements and business drivers

  11. IP Readiness IP Readiness Testing (ExpertNet) Migration Strategy & Planning System Implementation & Testing Operational Readiness (Day 2) Multi-Vendor (Cajun, Extreme, Cisco, etc.) Program Management Services Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost) IP Migration Consulting Security Consulting • Risk Assessment • Policy Development • Architecture, Design • Hardening Services (PBX, CMS, etc.) LAN / WLAN / Data Services • Data / Converged networks • Design, Staging, Installation, Configuration • Wireless Assessment, Design, Implementation • Multi-Vendor (Cajun, Extreme, Cisco, etc.) Business Continuity • Risk Assessment • Policy / Plan Development • Ongoing Conformance

  12. Security Hardening Services What we do: Benefits for you: • Reduce Risks • Prove Security Compliance • Protect the privacy of information and system users • Assure system integrity and availability • Control Costs • Minimize liability/legal costs • Avoid costly toll fraud and remediation • Plan annual security budgets with predictable costs • Generate Revenue • Keep reputation, customer and business partner trust & loyalty • Focus your crucial resources to build the business • Lockdown & Harden your Telecom Systems from: • Theft of Service – I.E. Toll Fraud • Denial of service • Disclosure of information • Information modification • Unauthorized access • Hacking, Eaves dropping, Traffic analysis • Avaya Communication Manager, Definity, Gateways, CMS, Intuity, IVR/IR, Octel, Predictive Dialer and more…………… • One Time, Semi-annual or Quarterly

  13. Voice Solutions Call Routing Business Advocate, Interaction Center CTI Integration Program Management Services Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost) Contact CenterServices Operational Effectiveness • Call Recording / Quality Management (NICE, Witness, Verint) • Workforce Management (Blue Pumpkin) Contact Management • Multi-Channel (voice, Web, e-Mail, Chat) • Interaction Center, Call Center Express • Multi-Vendor, Custom Integration Self-Service • Interactive Response • Conversant • Avaya Speech Application Builder Proactive Contact • Inbound / Outbound / Blended Dialing Solutions • Custom Integration (desktop applications) Reporting • Avaya CMS (BCMS, BCMR, CMS Supervisor, Custom Interfaces) • Avaya Operational Analyst (Multi-Channel, CMS data aggregation)

  14. Modular Messaging Solutions IMAP4 Client Access Outlook / Notes Interface Web Client Interface Custom Caller Application Development Fax Integration Adoption Support Services Avaya or MS Exchange Message Store Program Management Services Accountability / Plan Management / Methodology / Risk Mgmt (scope, schedule, cost) Messaging / Unified Communications Message Networking • Interchange / Message Networking • Custom Network Design, Deployment, Administration, Testing, Knowledge Transfer Unified Communication Center • Speech Access (MS Outlook) INTUITY AUDIX • Message Manager • Fax Integration Octel • Visual Messenger • Octel Access Server

  15. Complex Engagements Require Program Management Risks of Poorly Managed Projects: • Trouble-shooting Costs Money • Uncontrolled Scope Causes: • Indefinite Project Delays • Costly Business Disruptions • Reduced User Productivity • Poor Customer Service • Lost Revenue Opportunities • “Enterprises that are content with an ‘on-the-fly’ approach to installation and integration should prepare themselves for the inevitable — budget over-runs due to costly rework, big misses on the Consulting and Integration schedule, and worse of all — deteriorated end-customer support.” • — Dr. Jim Metzler, President Ashton Metzler & Associates

  16. Program Management Services • Provide a Single Point of Contact and Accountability • Large Corporate/University Campus Projects • Multi-Site Projects for Consistent Roll-out • Create a comprehensive Implementation Plan / Master Schedule • Coordinate all Avaya Global Services Implementation Resources • Provide an essential interface to the Customer • Use a time-tested implementation methodology • Experienced, PMI certified personnel • Minimize delays and cost increases

  17. IP Migration Considerations CDUG 11-10-04 Bryan Jefferson Managing Consultant, CSI Western Region

  18. IP Migration Consulting Services • Planning is a critical component of successful IP migrations • Voice and Data place significantly different (and potentially conflicting) demands on your data network. • Avaya helps clients effectively prepare for and transition to IP. • IP Readiness Testing (ExpertNet) • Migration strategy, planning • Implementation services • Operational Readiness (“Day 2”) • Validation / Troubleshooting services • Vendor neutral • Supports strategic decision making (“When / why should I migrate to IP”) and implementation (ensuring smooth migration)

  19. VoIP Challenges • Voice and Data have different requirements • Most data networks do not deliver to the performance standards needed in a converged environment • Multi-vendor network components (interoperability) • Most networks have congestion • Problems hidden by applications • Or, users are tolerant (same users will NOT tolerate bad video/voice) • Users have expectations for voice quality, regardless of the technology

  20. Voice vs. Data:Fundamentally Different Networks

  21. Congestion is Inevitable • At some point, the current network will experience congestion that will degrade voice quality Congestion Effects: • - Packet loss – Buffers fill up – additional packets are dropped • *Causes audible gaps in speech • - JitterBuffered packets are transmitted with varying delays • *Causes distortion in the play-out of the • reconstructed voice signal • - Delay – Packets are buffered (queued) before being • transmitted • *Causes talkers to interrupt one another

  22. Avaya’s Convergence Recommendations • Baseline the current network • Develop a QoS strategy • Make improvements before converging • Stabilize • Streamline • Optimize routing tables • Redundancy • Service Level Agreements • Implement QoS end-to-end • Adjust support processes • Monitor performance

  23. Avaya ExpertNet - Powerful Support Tools • Assists Avaya experts in assessing your networkfor IP readiness • Enables analysts to pinpoint network issues • Integrates call path with device utilization andend-to-end QoS statistics • Provides live network assessments 24/7 • Supports seamless integration with IP Telephony • Automatically discovers all network devices • Scans entire network and/or sub-networks • Polls the discovered network elements • Collects device and interface information • Generates chosen sets of synthesized calls • Provides visualization of call path and data

  24. ExpertNet Server How Call Synthesis Works • Place synthetic call endpoints on IP Telephony deployment subnets • Inject traffic (RTP) flows between endpoint pairs • Monitor end-to-end QoS • Delay • Jitter • Loss • Store data

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