© 2006 avaya inc. all rights reserved.© 2005 avaya inc. all rights reserved. mm on the move avaya...

© 2006 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.

MM on the MoveAvaya Modular Messaging 3.0 -- Features, Capabilities and

Customer Benefits

MM on the MoveAvaya Modular Messaging 3.0 -- Features, Capabilities and

Customer Benefits

John Gavin

Application Specialist

2© 2006 Avaya Inc. All rights reserved. 2© 2005 Avaya Inc. All rights reserved.

Avaya IP Messaging Portfolio

Eyes-free, hands-free, speaker- independent, speech access

Voice mail & e-mail

Calendars

Directories

Calling & conferencing

Connect all your voicemail systems together

Protocol conversion for network co-existence

Hub & spoke or bridged network topologies for reduced management & administration

Directory management

Enterprise lists

Next generation IP messaging solution to support traditional and IP telephony alike

Scalable & reliable IP messaging solution

Centralized messaging to consolidate & extend

Unified with email clients or email store

Integrated mobility applications

ModularMessaging

MessageNetworking

UCCSpeechAccess

Avaya IPMessaging


ModularMessaging

MessageNetworking

UCCSpeechAccess

Avaya IPMessaging

Avaya Modular Messaging

ModularMessaging


ModularMessaging

Messaging Flexibility & Investment Protection

Choice of store as you have it– Avaya Message Storage Server (standalone)– Microsoft Exchange, IBM Lotus Domino (fully unified)

Resilient as you want it– Standard availability message store with single

application server– High availability message store, N+1 redundancy with

application servers– Offline call answer, offline TUI access

Familiar as it should be– Choice of telephone user interfaces:

Aria ®, AUDIX ®, Serenade®– Choice of languages for the user and caller– Integration with existing Avaya and IT applications for

support

Size as you need it– Small to large– Can grow and evolve in step with your

IP Telephony system


Web User Interface

Unified desktop (Outlook, Notes, any email client)

Message Waiting Indication

Stay On Top Of Your Messages

Notify Me

You have

received a

voicemail

Call Me

(Rule-based message notification outcall)


Keep Track Of Your Calls

Caller Notification

- Call forwarding based on user defined rules (time, day)

- Forwarding to one or more numbers

- filter calls by caller name (Call screening)

Find Me


Find Me…please speak your

name after the tone so I may say who is calling. (Call Screening)

…please stay on the line. I am trying to locate John Doe. (call forwarding)

Personal Assistant

…please press [0] and you will be transferred to my personal assistant!

Caller Applications…caller menus

…information numbers

…leaving messages

…call transfer

…options based on holidays and time-of-day.

Call Notification

…receive an SMTP email message with information on your missed call!

Offer Your Callers The Service They Deserve!

Multilingual System Prompting

Auto attendant directory dialing

…please enter the number of the person you wish to call…

…please spell the name of the person you wish to reach…


Lower CostLess RiskImproved CommunicationsIncreased ProductivitySimpler Lifecycle Management

Lower CostLess RiskImproved CommunicationsIncreased ProductivitySimpler Lifecycle Management

Lower TCO Through Consolidation and Simplification

Lowest CostLeast RiskMost Effective CommunicationsHighest Levels of ProductivitySimplest Lifecycle Management

Lowest CostLeast RiskMost Effective CommunicationsHighest Levels of ProductivitySimplest Lifecycle Management

Email ServersEmail Servers

PBXPBX

MSS

MN

MAS

UCC SA

System 1

Email ServersEmail Servers

PBXPBX

MSS

MN

MAS

UCC SA

System 2


End-user clientsIMAP, Outlook Add-In, Web Client

Notes Add-In

Modular IP Standards-based Architecture

IP

SMTP/MIME

Modular Messaging

MAS

MAS

Messages

MN

Web Server

Speech AccessPBX

Message Storage Server Options

Speech Access

Message Networking to Avaya & other

messaging systems

Web Access

Multi-vendor SwitchIntegrations

Scalable Messaging Application Servers

6

1

2

3

4

5

Avaya MessageStorage Server

(MSS)

MicrosoftExchange

IBM Lotus Domino(With MM 1.1, andsubsequent MM release)

or

Message Storage Options

or


Network Server

LAN

ModularMessaging

Central StoreApplication Servers (MAS)

PBX

If a Mailbox store is not available:

• Callers can still leave messages on MAS

• Offline Access to call answer messages

• Consolidation when store service resumes

If a MAS is unavailable:

• MM system is still fully operational !

However capacity is reduced

MAS returns to service transparently

Availability and Redundancy

xofflinestore

xofflinestore


Migrate your users at ease

Octel®200/300*

Serenade

Octel®250/350

Aria

Intuity™ AUDIX®MAP 5, 40, 100

Migrate to the latest and greatest IP messaging:

• Leverage the user experience

• Leverage the admin experience

• Migration pricing incentive

• Migration services for configuration and data

• Network seamlessly with other voicemail systems

• Migration of system data and messages

* IBM Lotus Domino currently supported with MM R.1.1

Serenade-like TUIAria-like TUI

AUDIX-like TUI

Modular MessagingModular Messaging

IBM LotusDomino*

MicrosoftExchange

Avaya Message Storage Server

© 2006 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.

Modular Messaging 3.0Feature Details

Modular Messaging 3.0Feature Details

Now Available!

Key:(M) = MSS(E) = Exchange


Choice of Familiar Telephone User Interface

Octel®250/350

Aria

Intuity™ AUDIX®MAP 5, 40, 100

Octel®200/300

Serenade

User Productivity

Avaya Message Storage Server

with MM R2 R3

MicrosoftExchange

with MM R1.1 R3

IBM LotusDomino

with MM R1.1 R3+

or

orAUDIX-like TUI

Serenade-like TUI

Aria-like TUI

IBM Lotus Dominoin subsequent dot release

Subscriber TUIs• Administered per

subscriber

Subscriber TUIs• Administered per

subscriber

Common TUIs• Caller(R2)

• Offline Access(R3)

Common TUIs• Caller(R2)

• Offline Access(R3)

Avaya Messaging Application

Server


MM 3.0 TUI Enhancements

Subscribers’ Experience (M)(E)

– Modular Messaging Aria, AUDIX, & Serenade-like TUIs

– Consistent Features across TUIs such as:

• Off-line Storage & Access toCall Answer Messages

• Record Caller Application Announcements

• Mailbox Initialization for Recorded Name & Password

• Audible Hour Glass

• Enable/Disable Find Me

– User option to hear Date/Time prior to message playback (Aria)

Administrators’ Experience

– Each TUI assigned on a COS basis in a single system (M)(E)

– Data migrations from O200/O300 toAvaya Message Storage Server (M)

Callers’ Experience (M)(E)

– Common Caller Interface

– Improved Multi LingualCall Answer

– TTY Hold & Go-Ahead Prompts

– Holiday Routing forCaller Applications

– Find Me Music on Hold

User Productivity


Web Subscriber Options (M)(E)

Subscribers can manage their mailbox from the Intranet

– Greetings

– Mobility Options

– Notification

– Languages

– Time Zone

– Personal Distribution Lists

Doesn’t require deployment of additional software to the desktop for managing the mailbox

Microsoft Internet Explorer 6.0

Server Deployment Options

– Co-resident with Web Client Server

– Standalone Web Server

– Co-resident with MAS (at lower capacities)

User Productivity


Web Client Enhancements (M)

Standard Avaya “Look & Feel”

Edit Subject Line

– Outlook Plug-in too!

Drag & Drop messages into Save/Delete Folders

No pop-up windows

New Message Notification

Linked to Web Subscriber Options

Avaya MSS only

Microsoft Internet Explorer 6.0

Microsoft Outlook andIBM Lotus NotesThick Clients also available

User Productivity


Expanded International Support (M)(E)

New LanguagesTUI

– Australian English (from MMR2)

– Korean– Hebrew (from MMR2)

– Spanish (Castilian)Outlook / Subscriber Options

– KoreanWeb Client / Avaya Voice Player

– Chinese (simplified)– Chinese (traditional)– Japanese– Korean– Dutch

Multi-Lingual Call Answer

Per subscriber basis

– Multi-Lingual on/off

– Primary, Second, Third language

User control via Subscriber Options

Match caller’s preference if a local subscriber and language is associated with called mailbox

Remote and Outside Caller’s select language choice from menu options

User Productivity


Languages

Mandarin (P

RC

)

Mandarin (T

aiwan)

Sim

plified

Traditional

Dutch

Australia

United K

ingdom

US

-123

US

-AB

C

US

-TT

Y

International

Canada

France

Standard

Germ

an

Hebrew

Italian

Japanese

Korean

Portuguese (B

razilian)

Castilian

Latin Am

erican

International

MM-Aria R1.1 n/a n/a n/a n/a n/a

Common Caller Interface n/a n/a n/a n/a n/a

MM-Aria n/a n/a n/a n/a n/a

MM-AUDIX n/a n/a n/a n/a n/a

MM-Serenade n/a n/a n/a n/a n/a

Message Networking n/a n/a n/a n/a n/a

TTS Text-To-Speech n/a n/a n/a

Subscriber Options n/a n/a Web Subscriber Options n/a n/a Microsoft Outlook Add-In n/a n/a IBM Lotus Notes Add-In n/a n/a Web Client n/a n/a Avaya Voice Player n/a n/a Fax Cover Page (MSS) n/a n/a MAS Administration n/a n/a MSS Administration n/a n/a

PRODUCTCOMPONENT

LANGUAGE

TE

XT

SpanishChinese English French

PR

OM

PT

S

User Productivity


Accessibility for disabled callers and subscribers– Section 255 of the Telecommunications Act requires access to

telecommunications equipment– Section 508 of the Rehabilitation Act establishes purchasing criteria

for U.S. federal government agencies

Features– Provides one mailbox for voice and TTY – No button press required in order for a TTY caller to leave a message– Language selection prompts played only when needed

• Includes TTY “GA” (“Go Ahead”) along with beep to record

Notes– Requires G.711 encoding– Not available with IP integrations

Industry Leading TTY/TDD (M)(E)

User Productivity


IP Switch Integrations (M)(E)Session Initiation Protocol (SIP)– SIP Enabled MM serves all Avaya endpoints– 48 sessions per MAS with new S3500; 20 with S3400– Simplified Administration– Fax support targeted for Service Pack post General Availability– Octel Analog Networking for MM-Exchange– IP shuffling

Increase Capacity over H.323– Increase to 30 sessions per MAS

with new S3500

SIP Phone

Softphone

Avaya SIP Enablement

Services (SES) 3.1

Avaya Communication Manager 3.1 Digital/Analog

Phones

H.323 Phones

Exchange

Avaya MSS

or

Avaya MAS

Modular Messaging 3.0

Avaya

SIP Phone

Cisco

Exchange

Avaya

IP Telephony Advancements


Multiple Time Zones (M)(E)

• Single site to serve needs of many• User’s default time zone defined on Class of Service basis• Users can modify their Time Zone in Subscriber Options

• 75 Distinct Time Zones to account for Daylight Savings

System Consolidation


LAN Back-up (M)

DVD Back-up still available

Complete System Back-up & Restore

– System Data

– Messages

– Greetings

– Recorded Names

Can be attended or scheduled and unattended

Gigabit LAN available on S3400 & S3500 servers

– S3400 originaly shipped as R2.0 have 1Gb

– S3400 servers originally shipped as R1.X are 100 Mb

Exchange Back-up available via 3rd Party Tools

LAN

Network Attached Storage

MAS

MSS

Easing Administration


Additional Administration Features

MWI Interrogate & Refresh Tools (M)(E)

Customer Downloadable Patches from support.avaya.com (M)

Improved SMS deployment and simplified installation of desktop clients (M)(E)

Latest Operating System Support

– RedHat Enterprise Linux v4 (MSS)

– Microsoft Windows 2003 (MAS) (M)(E)

Block Call Answer Fax receipt on Class of Service basis (M)

Avaya Directory Enabled Management (API) Support (M)

– Allows for LDAP Synchronization

– Third Party Development required (e.g. Star Fish) to meet customers’ specific environment

Easing Administration


New S3500 Messaging Server

Message Application Server

– Increased T1/E1 ports per MAS for Intuity/Serenade TUI users

– Increased IP capacity / MAS • 48 SIP on S3500 vs 20 on S3400• 30 H.323 on S3500 vs 20 on S3400

– Increased Performance

– Smaller Rack Footprint (2U)

Message Storage Server (high-availability)

– 2500 IMAP sessions (up from 1000)



Introducing the S3500 server from Avaya – All Servers: 3.4 Ghz Intel P4 processor, 2U form factor, 2 GB RAM, Quad hot/swap fans

– MAS: 2 slot telephony card capacity, 80GB disk space. DVD-ROM

– MSS-H: 292GB disk space (4 hot-swappable disks), DVD-RAM, Dual hot/swap Power

– MSS-S: 160GB disk space (2 disks), DVD-RAM

S3500

Reasons to consider a new S3500 messaging server:

Hardware Upgrade NOT necessarily required for Modular Messaging 3.0– Modular Messaging 3.0 will run on existing S3400 servers, but without performance gains

– S3500 and S3400 servers can be mixed together in configurations

Message Storage Server (standard)



Hardware Platform Update


Serviceability, Maintainability, & Reliability

Simplified Installation– Install Planning Tool

– 4 Hour target install for new software with a standard MM configuration(single MAS with MSS)

Configuration Simplification– Reducing the complexity of configuring an MM system.

– Address configuration consistency between MAS and MSS

Error Handling/Logging and Recovery– Reworking logging signatures for all logging in the system

– Work log flexibility/verbosity to make logs more gatherable

– Bolstered Error Recovery Strategies

“MM Snap” tool– Provides a reliable, easy to use way to extract useful debug information

from a field system

Avaya Supportability Enhancements


Modular Messaging 3.0: Feature SummaryUser Productivity

– Familiar TUIs (Aria, AUDIX, Serenade)– Web Subscriber Options– Enhanced Web Client for message retrieval– Expanded International Support– TTY/TDD for callers and users– Subject Line Edit

IP Telephony Advancements– SIP Integration to Avaya Communication Manager– H.323 session capacity increase

System Consolidation– Multiple Time Zones– 2,500 simultaneous IMAP sessions– Avaya MSS or Microsoft Exchange

Easing Administration– LAN Back-up– MWI Interrogate and Refresh– Downloadable patches– Call Answer Fax as COS– Windows 2003 & RedHat Enterprise 4– Avaya Directory Enabled Management API (LDAP Synchronization)


Investcorp International Uses an Avaya Mobility Solution to Maintain Contact All Around the Globe

Challenge– Investcorp International wanted a communications platform that would link its worldwide employees by enabling

them to use any telephone, anywhere in the world, therefore enhancing user mobility.

Solution– Avaya Modular Messaging enables Investcorp employees to communicate anywhere in the world as easily as

they do in the office. By tapping the capabilities of Microsoft Exchange, Avaya Modular Messaging can collate all voice mail and e-mail messages to a recipient on the same computer screen.

Value Created– Consistent, branded customer experience through Avaya Modular Messaging which collates all voice mail and e-

mail messages to a recipient on the same computer screen, in chronological order.

– Faster linkage of people, processes and resources with Avaya Modular Messaging which connects the employees that typically generate 5,000 to 7,000 e-mail messages daily, during a workday that stretches across a dozen time zones.

– More agile, secure and reliable operations because Avaya Modular Messaging enables mobile professionals to access all types of messages – voice, e-mail, and fax – through a single interface.

– Allow mobile knowledge workers to manage their time more efficiently, because they can select the access tool of their choice – their computer or any telephone, anywhere in the world – and work with all their voice, e-mail, and fax messages in one session.

– Leverages the capabilities of Microsoft Exchange to make voice messages as versatile as e-mail messages. They can be stored, forwarded, filed, and reused by everyone involved in a business deal.

– Provides control over communications. Staff can choose where and when they deal with all messages without having to switch between the phone and PC.

Case Study


With Avaya Modular Messaging, International Legal Eagles Keep in Touch No Matter Where They Fly

Challenge– The lawyers at Richards Butler wanted their clients to feel that they can contact a lawyer at the

firm at any time, whenever the need arose.

Solution– Richards Butler is using Avaya Modular Messaging to access and manage voice, fax and e-mail messages

through either a multimedia PC, a mobile or fixed-line phone, or through any Internet connection. With all messages stored in a single Microsoft Exchange inbox, users can access their messages, see the subject of each message, when it was sent and by whom. Users can then easily access, store, file and organize all their messages through their preferred media interface.

Value Created– Consistent, branded customer experience by enabling lawyers to change plans at a moment's notice ─ to walk

into an entirely new situation ─ and need only a mobile phone to remain entirely connected to the office. Eliminates the uncertainty of not knowing when, where and how lawyers at the firm can access messages

– Intelligent, personalized interactions with customers by allowing lawyers to respond at any time, anywhere in the world, to any sort of conflict, concern or questions regarding their clients.

– Faster linkage of people, processes and resources by enabling lawyers to manipulate messages, extract the important ones and delete the others, to reply by voice-mail, and to collaborate with colleagues in other countries for increased business continuity.

– More agile, secure and reliable operations by providing absolute control over where messages are sent and received ─ a pre-requisite in the practice of international law. Helps its lawyers ensure that exactly the right people see the right information.

Case Study


Visiting Nurse Service Relies On Avaya IP Telephony To Deliver Vital Healthcare Services Across the Big Apple

Challenge– Strengthen system reliability and enhance business continuity to keep essential services flowing

under any, and all, circumstances; upgrade to advanced contact center capabilities needed to manage and improve the quality of client service; replace existing telephony service with a less costly, easier to manage platform.

Solution– A comprehensive converged communication solution from Avaya ensures business continuity and

continuous communications across the VNS Metropolitan Area Network. The Avaya solutions created an “always on” intelligent communications environment to support mobile workers and clients by utilizing the latest unified communications and mobility applications.

Value Created– Faster linkage of people, processes and contact center resources creates more productive internal

collaboration for critical services delivery

– More secure, reliable, and agile business operations to ensure business continuity

– Converged network management improvements significantly reduce costs and deliver net annual savings of $900,000

– Highly efficient contact center delivers more personalized client interactions

– Mobile workforce drives increased responsiveness to patients with easy-to-use communication tools

Case Study


Avaya Modular MessagingOffice Partners Provides Better Service to Tenants

Challenge:– Offer multiple clients and tenants a flexible, intuitive, easily accessible messaging

solution

Solution:– Avaya Modular Messaging 3.0 allows tenants to keep familiar user interface and

easy access to messages while providing a path to integrate with advanced applications

Business value created:– Improved client service: familiar interface and integration to e-mail. Clients and

tenants have choice of TUI

– Reduced operational cost: servers “flattened” and consolidated in favor of lower administrative and maintenance effort

– Future-proofed: open standards and SIP support

Case Study


Questions & Answers

And

Thank You!

Questions & Answers

And

Thank You!


Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™

FIFA Women’s World Cup USA 2003


Languages

Mandarin (P

RC

)

Mandarin (T

aiwan)

Sim

plified

Traditional

Dutch

Australia

United K

ingdom

US

-123

US

-AB

C

US

-TT

Y

International

Canada

France

Standard

Germ

an

Hebrew

Italian

Japanese

Korean

Portuguese (B

razilian)

Castilian

Latin Am

erican

International

MM-Aria R1.1 n/a n/a n/a n/a n/a

Common Caller Interface n/a n/a n/a n/a n/a

MM-Aria n/a n/a n/a n/a n/a

MM-AUDIX n/a n/a n/a n/a n/a

MM-Serenade n/a n/a n/a n/a n/a

Message Networking n/a n/a n/a n/a n/a

TTS Text-To-Speech n/a n/a n/a

Subscriber Options n/a n/a Web Subscriber Options n/a n/a Microsoft Outlook Add-In n/a n/a IBM Lotus Notes Add-In n/a n/a Web Client n/a n/a Avaya Voice Player n/a n/a Fax Cover Page (MSS) n/a n/a MAS Administration n/a n/a MSS Administration n/a n/a

PRODUCTCOMPONENT

LANGUAGE

TE

XT

SpanishChinese English French

PR

OM

PT

S

User Productivity

© 2006 avaya inc. all rights reserved.© 2005 avaya inc. all rights reserved. mm on the move avaya...

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greatest ip messaging

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mas offline access

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