2u00146w with notes avaya aura

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2U00146W

Selling Avaya Aura® Solutions for Unified Communications

Speaker Notes/Script: Welcome to Selling Avaya Aura® for UC Solutions, course number 2U00146W.


Module 1 – Course Introduction

Lesson 1 – Course Introduction

Speaker Notes/Script: In this first module, we will discuss the course introduction which contains an

overview of the topics or objectives covered in this course. Knowing the topics for this course will help you verify that this is the correct course

for you to take.


Avaya Aura® architecture–for all clients:– Evolutionary

– Revolutionary

– Enables people-centric collaboration

Course Introduction

Speaker Notes/Script: During this training session we will be discussing the Avaya Aura® architecture. For our existing client base, including Nortel Enterprise clients, this is an

evolutionary architecture that permits them to evolve at their own pace. For new clients, our SIP-based session approach allows network intelligence and

productivity that is nothing short of revolutionary. Avaya Aura is key for any business that wants a next-generation communications

solution that enables people-centric collaboration. So whether you are supporting new or existing clients, understanding the

components, purpose, features, and benefits is essential knowledge. As a salesperson, you must be able to assist your client in visualizing the integration and savings associated with our flagship architecture. This, along with competitive information, is the subject of this course.


Course OverviewThis course provides an overview for Avaya Aura®. Topics covered in this course include:

– The purpose and features

– The components

– The market

– Client business challenges and opportunities

– Matching components to needs

– The value proposition

– Licensing and packaging

– Global competition

– Overcoming objections

– Resources available

Course Duration: 3.15 hours

Speaker Notes/Script: During this 3-hour overview course on Avaya Aura®, we will cover the following

topics: – The purpose and features of the Avaya Aura architecture and its components – The market for Avaya Aura – Discovering the client’s business challenges and opportunities – Matching the client’s challenges with Avaya Aura components – The value proposition for Avaya Aura – The licensing and packaging of Avaya Aura – Global competition – Overcoming the client’s objections using service offerings and savings, and – Resources available to support you in your sales efforts.


Module 2 – Avaya Aura®

Overview

Lesson 1–Purpose and Features

Lesson 2–Components in the Avaya Aura ArchitectureLesson 3–Market for Avaya

Aura

Speaker Notes/Script: In this module, we will look at an overview of Avaya Aura®. It contains three lessons that will include an overall look at the purpose and

features of the architecture, a more detailed look at the components that make up the architecture, and the market and key industries for the solution. We will start with the purpose and features of Avaya Aura®.


Lesson Objectives Describe the purpose of the Avaya Aura® architecture.

Describe the features of the Avaya Aura architecture.

Explain the differences between the single-server and multi-server deployments.

25 minutesLesson Duration: 25 Minutes

Speaker Notes/Script: After competing this lesson, you should be able to:

– Describe the purpose of the Avaya Aura® architecture, – Describe the features of the Avaya Aura architecture, and – Explain the differences between the single-server and multi-server

deployments of Avaya Aura®.


Avaya Aura® Purpose

Speaker Notes/Script: There are several purposes for Avaya Aura®. Click on each of the four photos or

titles to learn about the four purposes for the architecture. The purpose of Avaya Aura is to provide an architecture or foundation for Unified

Communications (UC) and Contact Center (CC). It creates the environment that will support the next-generation, people-centric

collaboration that businesses need. The architecture is often described as being both evolutionary and revolutionary .

That is because it allows our existing clients to evolve to this new architecture at a pace they are comfortable with. It is revolutionary because it is not just another PBX-centric environment. It creates a UC and CC foundation for the future that requires people-centric collaboration.

Using a SIP-based environment, Avaya Aura provides the basic UC functionalities you’d expect: call processing, messaging, networking and routing, and system management. But it also provides other advanced UC functions that are not as common, such as presence services, secure external access, and interoperability with third-party hardware and applications. After you have reviewed each of the four topics, click on the forward arrow to continue.


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Speaker Notes/Script: The purpose of Avaya Aura is to provide an architecture or foundation for Unified

Communications (UC) and Contact Center (CC). Click the exit button to close this window.


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Speaker Notes/Script: It creates the environment that will support the next-generation, people-centric

collaboration that businesses need. Click the exit button to close this window.


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Speaker Notes/Script: The architecture is often described as being both evolutionary and revolutionary.

That is because it allows our existing clients to evolve to this new architecture at a pace they are comfortable with. It is revolutionary because it is not just another PBX-centric environment. It creates a UC and CC foundation for the future that requires people-centric collaboration.

Click the exit button to close this window.


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Speaker Notes/Script: Using a SIP-based environment, Avaya Aura® provides the basic UC

functionalities you’d expect: call processing, messaging, networking and routing, and system management. But it also provides other advanced UC functions that are not as common, such as presence services, secure external access, and interoperability with third-party hardware and applications.



Avaya Aura® Features


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Speaker Notes/Script: SIP-based session management This means that we use non-proprietary text commands for setup, management,

and termination of communications sessions. The focus has moved away from calls to sessions.

Because SIP is an open standard that uses simple text-based commands, it is very easy for developers to create custom applications without knowing the details of communications with different hardware and software.



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Speaker Notes/Script: Scalability Avaya offers a single-server version of Avaya Aura for smaller deployments and a

multi-server version for larger deployments. We offer cost-effective configurations from 250 users up to 250,000 users. Click the exit button to close this window.


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Speaker Notes/Script: IMS-type architecture Avaya Aura is a three-tier “IMS type“ (IP media subsystem) architecture. It has an application layer or tier, A connection layer or tier, and An access layer or tier. We will go into more details on the layers in an upcoming lesson. Click the exit button to close this window.


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Speaker Notes/Script: Multi-vendor Another feature that makes this architecture revolutionary is its ability to integrate

solutions from multiple vendors. This includes other vendor‘s hardware and third-party applications. What makes this level of integration possible is our support of the open SIP

standard, plus our ability to offer hardware and software or middleware to front-end existing non-SIP hardware and translate for non-SIP software.

We will discuss this in more detail in upcoming lessons. Click the exit button to close this window.


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Speaker Notes/Script: Reliability and security Although there are many other features of Avaya Aura, the last one we are going

to highlight is reliability and security. Using geo-redundant duplicate servers, and backup systems in the core and at remote gateways, we can achieve reliability up to greater than 99.999%, or five nines. For security, in addition to the Avaya Aura SBC and the new Avaya/Sipera SBC for external access, the architecture also supports end-to-end encryption of communications without additional hardware or software.



The Avaya Aura® Architecture

Speaker Notes/Script: Architecture Layers This drawing shows a complete Avaya Aura® architecture. Since the environment

is so flexible, there are many applications or components that can be included‒too many to show them individually. So we have grouped the applications or components. So instead of showing four or five different messaging systems that could be part of the architecture, we show just a single server labeled “Messaging” to represent all of the possible messaging systems. Every client will have some of the groups shown here; very few will have all of them.

To simplify our discussion, we will be looking at one layer at a time. Right now, we want you to understand where the layers are located in the architecture and the general reason why those groups or components occur in that layer. We will discuss the components in each layer in more detail in another lesson.

There are three layers in the Avaya Aura® architecture: application, connection, and access. On the left side, you will also notice that there is a single management application for the entire architecture. Click on the name of the layer and the management application to learn more. After learning about each of the layers and the management of the architecture, click the forward arrow to continue.


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Speaker Notes/Script: Application Layer There are many applications that can be included in the application layer. They

must use SIP to “communicate” with Session Manager in the connection layer. The apps that a user might want to utilize are part of this layer. But unlike the handheld ”smart” device you use every day, Session Manager automatically selects the app that will provide you the function or service you require. Shown here are some examples that we will discuss in greater detail in an upcoming lesson. We have grouped them for simplification. The groups include call processing, messaging, presence, collaboration, contact center, and third-party applications.

Note: The servers shown here for the Avaya apps are the current HP and Dell common servers that were sold at the time this course was created. Not all applications use these servers, and the Avaya common server is continually being updated and replaced. The third-party applications could run on a variety of servers, and the one shown here is illustrative.



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Speaker Notes/Script: Connection Layer The connection layer connects the application layer and the access layer. This

layer does the authentication of users and connects them to the required application or applications. The users in the access layer request a service or function, and components in this layer determine the applications required for that function and route the request to the specific application or applications. As an example, the simple function of checking voice mail requires support from both the call processing application, such as Communication Manager, and the messaging application, such as Avaya Avaya Aura® Messaging.

This layer also provides connectivity to external networks, such as the Internet and service providers. This access is through an SBC or session border controller for security reasons.

Components in this layer include Session Manager, session border controllers, and possibly a Mediant 3000 SIP trunk gateway. Each of these components will be discussed in more detail in an upcoming lesson.



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Speaker Notes/Script: Access Layer The access layer contains all of the endpoints or devices that need to utilize the

apps in the application layer. All of these components must also communicate by way of SIP.

Shown here are some examples that we will discuss in greater detail in an upcoming lesson. Again, we have grouped them for simplification. The groups include hardphones, soft clients, servers and gateways, third-party PBXs, and third-party applications.



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Speaker Notes/Script: Management Management of the Avaya Aura® architecture is provided by Avaya Aura System

Manager. It provides management for applications and software in each of the three layers

previously discussed. The server or servers can be centrally located anywhere in the network where

there are administrative staff. A common interface eliminates the need to have multiple interfaces to manage

Avaya products in the network, which is very appealing to the IT group of any enterprise.

The user interface or UI is very user friendly and makes management quite easy. The complete architecture can be administered from a single centralized server. Some applications require detailed administration not supported by System

Manager. In these cases, System Manager works with the application-specific administrative application to provide that functionality. Communication Manager is one such application. It requires the use of Integrated Management to perform some administrative tasks, such as feature-button assignments.

In the future, System Manager will manage all Avaya Aura® components. Click on Components using System Manager to learn more.


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Speaker Notes/Script: Listed on this slide are some of the components that have adopted the use of

System Manager. You may notice that these components are from all layers of the architecture. Take a moment to read through this list. When you are ready, click the exit button to close this window. Keep in mind that not all releases of these products are supported by System Manager, and that the level of administrative functionality varies by product.


System Platform–Purpose Virtualization platform supporting multiple

operating systems and applications

Not a separate product

Located in multiple layers

A single server imitates multiple servers

Speeds deployment with templates

Manages allocation of server hardware

Speaker Notes/Script: System Platform’ s Purpose Throughout this course and many Avaya documents, the term “System Platform” is

used. Although it is not an actual product or component of the architecture, it is a key foundation for many components. So we have included an explanation of its purpose on this slide and some of the features on the next slide.

System Platform is a virtualization platform capable of supporting multiple

operating systems and applications. This software is used as the virtualization platform for many Avaya Aura® components, including Communication Manager, Session Manager, Avaya Aura Solution for Midsize Enterprise, Avaya Aura Conferencing, and Avaya Aura Application Enablement Services, to highlight just a few.

Since it is not a product, it is not shown anywhere on our architecture diagram. But it is the “magic” behind many applications, and supports applications “in” all

layers of the architecture. It provides a common framework that uses virtualization technology and allows a

single server to imitate multiple servers. System Platform uses templates to determine which applications can be loaded

onto System Platform and the capacity of these applications so that the system runs efficiently. Templates also speed system deployment with use of optional defaults and formatted spreadsheets for entering users, capabilities, restrictions, and so on.

Lastly, it manages the sharing and allocation of server hardware resources including the memory, central processing unit or CPU, network interfaces, and disk storage.


System Platform–Features Applications on System Platform, not on server

Provides common look and feel to applications

Common and simplified installation and support processes

Utilizes Citrix XEN Hypervisor

Does not require a license

Speaker Notes/Script: System Platform’s Features The purpose of System Platform, we just discussed, really defines what this

product does. However, it does have a number of features. For instance: The applications reside on System Platform rather than natively on the server

hardware. It also provides a common look and feel to the applications that use it. Therefore,

the management of the applications that use System Platform is made easier. It also delivers common simplified installation and support processes such as:

– Remote installation and support ‒ reducing the need for a service technician to visit customer's site, or the on-site work can be done by a less skilled technician, and

– Self-service software downloads and licensing ‒ making management of the system easier.

The actual virtualization software is Citrix XEN Hypervisor. This was selected over VMWare because at the time of our selection, it performed better supporting real-time applications. As an added bonus it is an open-source product.

You should know that System Platform does not require a license itself, but the products that sit on top of it may require licensing.


Avaya Aura® Solution for Midsize Enterprise

Speaker Notes/Script: Avaya Aura® Solution for Midsize Enterprise We’ve talked about the Avaya Aura® architecture with its three layers, that is a

multi-server solution for up to 250,000 users. Now we’ll talk about a slightly different Avaya Aura environment, designed for the midmarket, called the Avaya Aura Solution for Midsize Enterprise. Click on each of the four photos or titles to learn more about this midmarket offer. After you have reviewed each of the four topics, click on the forward arrow to continue.


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Speaker Notes/Script: Definition The Avaya Aura® Solution for Midsize Enterprise is a complete Avaya Aura

environment in a single server. It was designed for midsize enterprises supporting up to 1000 users. It can be used by all industries and markets. Clients with up to 250 remote locations can integrate their entire organization into a

common solution. It is also the next release or migration for existing:

– Avaya Aura Solution for Midsize Enterprise 6.1 systems – MBT, or Midsize Business Template, 5.2.1 systems, and – Collaboration Server 6.1 systems


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Speaker Notes/Script: Complete Avaya Aura® Environment The Avaya Aura Solution for Midsize Enterprise, or ME, is a complete Avaya Aura,

SIP-based environment, in a single server. It provides full, 6.x versions of the following UC applications: – Communication Manager, – Communication Manager Messaging, – Session Manager, – System Manager, – Application Enablement Services or AES, and – Presence Services.

The ME offer can be sold to new “greenfield” customers who want a complete, revolutionary, UC solution designed for the midmarket. It can also be used by existing customers who want an evolutionary solution to test their migration to SIP, Avaya Aura, or Avaya collaboration solutions.


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Speaker Notes/Script: Benefits There are many benefits associated with the Avaya Aura® Solution for Midsize

Enterprise, or ME. The benefits highlighted here can be grouped into three categories: server virtualization, adaptive environment, and business agility.

Server virtualization Using our System Platform virtualization technology, ME is a complete Avaya

Aura® architecture in a single, virtualized server. So it requires very little rack space to create a productive UC environment.

Having fewer servers for the solution results in fewer servers to monitor the health of and periodically update, and fewer possible points of failure.

The utilization of templates requires less on-site expertise, shortens installation time, and combined with remote administration, allows significant improvement in productivity.

The reduced hardware makes it a green solution that uses 32% less energy than ShoreTel.

In addition to energy savings, it’s lower TCO is supported by simple, template-based installation; single-user interface administration; and reduced hardware to manage and maintain.

All these benefits should resonate well with the IT manager. Adaptive environment ME provides its clients all of the basic UC features and functionality incorporated

into Avaya Aura. With the 850+ call processing features, and functionality such as presence services and session border control, ME offers more than many competitive environments and still uses less hardware.

When clients need enhanced capabilities such as advanced collaboration, contact center, and unified messaging, ME clients can easily add video, IM, social media collaboration, multi-media contact center, and integrate email, voice mail, and fax.

It is this type of environment that a LOB manager or business user wants to have to compete. Business agility This requires the platform and architecture to be flexible. When a client wants to

trial advanced collaboration, ME can provide that environment. If they have existing systems that they want to move to Avaya Aura, ME can

support that. Third-party PBXs can be retained, but enhanced to provide the latest UC features

and functionality. This is all possible because ME provides the compete Avaya Aura architecture, with the flexibility or business agility CxOs want supporting their company.


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Speaker Notes/Script: Client Characteristics The clients who benefit from this midsize offer include:

– Customers with 250 to 1000 users. Although the solution could be used with fewer users, other Avaya solutions are typically more cost effective and competitive.

– Customers who need 250 or fewer remote locations. Although this limit is normally not a problem for this size customer, it does allow them deployment options and flexibility not always available in a midsize solution.

– Customers who need or want the complete Avaya Aura® unified communications functionality, without the cost and complexity of a multi-server solution.

– Customers who want the option to be able to have a standby server and eliminate a single point of failure with a High Availability option.

– And, finally, customers who do not need a full, multi-media contact center currently, but want the option to easily integrate it in the future.


UC In-a-Box with Avaya Aura® at the Core

Communication Manager/CM Messaging 6.2

Session Manager 6.2

Application Enablement 6.1

System Manager 6.2

Presence Services 6.1

Utilities Server 6.2 (DHCP, HTTPS, monitoring, management)

from…

Expand user and client experience applications

Avaya AuraMessaging

Target 250 to 1000 users,

10’s of locations

Single pathinstall, fast, less costly

Server virtualization,

common management

interface

Secure remote alarming and access (SAL)

to… Avaya Aura Solution for Midsize EnterpriseUses System Platform 6.2 technology

Avaya common servers (HP and Dell)

UC All Inclusive

Avaya AuraConferencing

Avaya AuraContact Center

Avaya Video Conferencing Solution

Avaya Desktop Video Device with Avaya Flare® Experience

Third-party Applications

Speaker Notes/Script: This slide summarizes the Avaya Aura® Solution for Midsize Enterprise, or ME. It uses the Avaya System Platform virtualization technology to condense individual

applications that would normally require six servers into a single server, without reducing the features or functionality of the applications.

The difference is simply a reduction in the solution capacity. ME uses templates to reduce implementation and upgrade time and costs. And if clients want additional features or functionality, just like the multi-server deployment, they can add the additional servers and software required.


Avaya Aura® Solution for Midsize Enterprise–Components

Included Available for a fee

Avaya Integrated Management (as appropriate for Edition)

Communication Manager Utility Services 6.2

+$35/userAvaya Aura Communication Manager Messaging 6.2

Avaya Aura Presence Services 6.1

TSAPI Basic TSAPI BasicAvaya Aura Application Enablement Services-CTI

Avaya Aura System Platform 6.2

Avaya Aura System Manager 6.2

One connection license per five Avaya Aura licenses +$150/connection licenseAvaya Aura Session Manager 6.2

Avaya Aura Communication Manager 6.2Avaya Aura (included with ME)

Enterprise EditionStandard EditionAvaya AuraSoftware–all hardware and support is additional

Avaya Aura Messaging

Avaya Aura Contact Center

1 port per 50 Avaya Aura licenses +$510/portAvaya Aura Conferencing Standard Edition

Call Center Elite

Purchased with UC All InclusiveAvaya Aura Application Enablement Services–UC (unified desktop)

Avaya Aura/Sipera Session Border Controller

+$60/userAvaya one-X –UC All Inclusive

+$10,000 +$10,000Avaya Aura Media Services

Avaya Aura Application Suite

Speaker Notes/Script: This slide shows the applications or components that are included with the Avaya

Aura® Solution for Midsize Enterprise. In another lesson, we will discuss the different types of Avaya Aura licensing. Right now, you should just understand that depending on the edition of Avaya Aura selected, some applications will have an additional cost.

Take a few minutes to review this chart. NOTE: Unless otherwise noted, all pricing is shown as global list price in U.S.

dollars. Refer to regional price lists for country-specific pricing. All pricing contained within, while accurate at the time of publication, should be considered as unofficial. Students should verify the accuracy of all prices cited.


Lesson Summary Purpose of Avaya Aura®

Features of Avaya Aura

Architecture’s layers:– Application layer

– Connection layer

– Access layer

Management of the architecture

Virtualization platform

Avaya Aura Solution for Midsize Enterprise– Differences: single server and capacities

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this lesson on the purpose and features of Avaya Aura®. First, we looked at the overall purpose for Avaya Aura and the features for Avaya

Aura as a whole. Then, using a drawing of a complete sample environment, we highlighted the

content of each of the three layers of the architecture: application, connection, and access. We will look at the components of each layer in more detail in the next lesson.

Next, we discussed management of the architecture using a centralized application called System Manager.

Then we looked at the virtualization platform used by many Avaya applications: System Platform.

And, finally, we looked at the Avaya Aura Solution for Midsize Enterprise. – It is a complete Avaya Aura architecture in a single server with reduced

capacities. Having completed this lesson and learned about the above topics, you should be able to:

– Describe the purpose of the Avaya Aura architecture, – Describe the features of the Avaya Aura architecture, and – Explain the differences between the single-server and multi-server

deployments of Avaya Aura®.

Having completed this lesson and learned about the above topics, you should now be able to: – Describe the purpose of the Avaya Aura architecture. – Describe the features of the Avaya Aura architecture. – Explain the differences between the single-server and multi-server

deployments.


Speaker Notes/Script: We have now finished the lesson discussing the purpose and features of the Avaya Aura® architecture. Take a moment to test your knowledge and review the information covered in this lesson by answering the following Knowledge Check questions.


Knowledge Check



Overview



Aura

Speaker Notes/Script: In this lesson, we will look at the components that can be included in each of the

three layers of the Avaya Aura® architecture. Knowing the essential and optional components in each layer will help you determine how your specific clients can incorporate the Avaya Aura architecture into their existing infrastructure.


Lesson Objectives Identify the components that make up the Avaya Aura® architecture.

Describe each essential component’s purpose.

Describe each essential component’s features.

55 minutes Lesson Duration: 55 Minutes


– Identify the components that make up the Avaya Aura® architecture, – Describe each essential component’s purpose, and – Describe each essential component’s features. – NOTE: During this lesson, we will highlight the flexibility of the architecture by

listing many optional components that a client could incorporate. Students are not expected to know the purpose and features of these optional components.


Application Layer Components

Speaker Notes/Script: This layer contains some components that are basic or essential and would be

included in every solution, and others that are optional. Because Avaya Aura is so flexible and supports so many applications, we have organized them into groups, and only shown some of the applications and possible groups. The groups include call processing, messaging, presence, collaboration, contact center, and third-party applications.

Click on each of the group names to see the list of applications.


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Speaker Notes/Script: Click on each of the two call processing components for additional information

about the purpose and features of that component. Since the features for these two Communication Manager components are the same, we will only discuss them once.


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Speaker Notes/Script: Communication Manager or CM as a Feature Server Shown here are two possible components that would provide call processing

functionality: Avaya Aura® Communication Manager as a Feature Server and Avaya Aura® Communication Manager Survivable Core. Although it is not a requirement for multiple components in this group, an Avaya Aura environment always has Communication Manager as a Feature Server, and optionally may have other components

Click on each of the two call processing components for additional information about the purpose and features of that component. Since the features for these two Communication Manager components are the same, we will only discuss them once.


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Speaker Notes/Script: Communication Manager–Purpose Communication Manager as a feature server is Avaya’s flagship IP telephony

software on a server 'as an app.' It has no endpoints directly attached to it and it is no longer simply a PBX-like device. Communication Manager contains rich voice and video capabilities and robust PBX features, call center, user and system management functionality, scalability, and high reliability.


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Speaker Notes/Script: Communication Manager–Features Communication Manager has a long history of releases, each of which added

additional features. Currently it has 850+ customer requested features. Although no customer uses all 850 features, different users within a company use different features, and different customers use different features. For each of the 850+ features, some customer, at some time in Communication Manager’s history, requested that feature or capability.

Telephony features–These comprehensive end-user telephony features facilitate effective communications among employees, customers, and partners. They include auto attendant, call pickup, call transfer, call forward, and group page.

Mobility features that include choices for different types of wireless endpoints, hot desking, and extension to cellular features.

Collaboration features that include ad hoc, user-controlled, six-party conferencing and Team button functionality.

Additional details on specific features can be found in the solution documentation posted on support.avaya.com.


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Speaker Notes/Script: Three Administration Options for Communication Manager The Avaya Aura® architecture can include three different Communication Manager

administration options to connect to the core: Feature Server, Evolution Server, and Access Element. They are each a little different, but they all offer the exact same feature set of 850+ features. The only difference is how they interact with the Session Manager core. In the application layer, Communication Manager can be administered as a Feature Server. It provides call processing features to any SIP endpoints supported by Session Manager. Communication Manager as a Feature Server also provides a client with the full capability to sequence applications. Communication Manager when it is administered as a Feature Server does not provide services to non-SIP endpoints. In the access layer, Communication Manager release 5.2 or R.6X may be administered to connect to the Session Manager core as an Evolution Server or an Access Element. The difference is its ability to support SIP endpoints. Only the Evolution Server supports SIP endpoints; with R5.2, it uses SES or SIP Enablement Services, and with R6.X, it uses Session Manager. Unlike the Feature Server, the Evolution Server and Access Element have some limitations with application sequencing. Communication Manager, when administered as either an Access Element or as an Evolution Server, can support multiple protocols and endpoints, including H.323, DCP, and analog. But only the Evolution Server supports SIP endpoints. Communication Manager is always included in the architecture. The configuration for each client is different, and there may be Communication Managers connected

to the Avaya Aura core with any or all of the three administration options–Access Element, Evolution Server, or Feature Server–as the customer requirements demand. Once you have returned to the drawing showing the groups and components in this layer select another component.


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Speaker Notes/Script: Survivable Core's Purpose The Survivable Core provides a backup to Communication Manager that ensures

that telephony functionality is not lost if Communication Manager (at the core) or the wide area network (or WAN) fails for some reason. Most often it is located in a different location than the Communication Manager it supports, so that one disaster or failure does not impact both servers. Failover and fallback to or from the Survivable Core can occur whether the Communication Manager serves as a Feature Server or an Evolution Server or for a mixture of both. This addition of the Survivable Core to the architecture ensures survivability of the critical communication system if something goes wrong. This addition, for many large enterprises, is something that many of our clients have wanted. The Survivable Core was previously called the Enterprise Survivable Server, or ESS. Up to 64 Survivable Cores can be installed throughout the enterprise. The Survivable Core provides all of the same 850+ features of Communication Manager that the Feature Server, Evolution Server, or Access Element normally provides. Once you have returned to the drawing showing the groups and components in this layer and select another component.


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Speaker Notes/Script: Messaging Components Shown here are three possible components that provide messaging functionality in

the Avaya Aura® environment: Avaya Aura Communication Manager Messaging, Modular Messaging, and Avaya Aura Messaging. Most business enterprises consider voice mail as an essential component. However, there is no requirement for multiple messaging components. Communication Manager Messaging is always installed in the same server with Communication Manager, and is frequently considered essential or part of the basic Avaya Aura environment. However, if there is a need for a more feature-rich messaging application, Communication Manager Messaging would normally not be activated. Since Modular Messaging and Avaya Aura Messaging are always optional components and because there are other sales courses covering these feature-rich messaging applications, we will not be providing any additional detail on these products in this Avaya Aura overview course.

Click on Avaya Aura Communication Manager Messaging to learn more about the purpose and features of this essential or basic messaging application.


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Speaker Notes/Script: Communication Manager Messaging or CMM Although this messaging application is not a requirement of the architecture, some

messaging application is typically required, and Communication Manager Messaging is frequently included in the initial configuration for competitive bids since it is typically the most cost effective.

Click on each title or picture to see and hear details about the purpose and features of this application.

After viewing both the purpose and features, click the exit button to return to the drawing showing the groups and components in this layer select another component.


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Speaker Notes/Script: Communication Manager Messaging–Purpose Communication Manager Messaging is an embedded addition to the Avaya Aura®

Communication Manager. It is usually located on the same server as Communication Manager. Depending on the client’s needs and the servers used for Communication Manager, this messaging application may not be activated for all instances of Communication Manager This application delivers basic voice mail features to help improve communications and simplify information exchange between enterprises.


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Speaker Notes/Script: Communication Manager Messaging Features Communication Manager Messaging features include: Call answer–which helps ensure that information and messages can be securely

left in a user’s voice mail box when the user is away from the workplace or on the phone.

Voice messaging–which allows users to record a message, address it, and send it to other Communication Manager Messaging users.

Automated attendants–which has sophisticated capabilities for customer call handling, custom prerecorded announcements, and call routing based on the caller’s touchtone or DTMF (dual-tone multi frequency) response to menus and prompts.

Simplified system administration–The administration is now fully integrated with Communication Manager with a common Web page look and Help page support.


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Speaker Notes/Script: Presence Components Shown here are three possible components that provide presence functionality in

the Avaya Aura® environment: Avaya Aura Presence Services, Avaya presence-aware applications, and third-party presence-aware applications. Avaya Aura includes an entitlement to have Avaya Aura Presence Services in the architecture. It is the aggregation and dissemination point for presence information. There would also be an Avaya or third-party “presence-aware “application or applications connected to Presence Services. Avaya presence-aware applications include Avaya H.323 and SIP endpoints and Avaya one-X® UC clients. Third-party presence-aware applications include Microsoft Office Communicator System (OCS) and any other application that supports SIP/SIMPLE or XMPP protocols to communicate. Although there would always be a need for some application to be providing and displaying presence information, we will not be discussing any of these specific applications in this Avaya Aura overview course. We will simply be discussing the Avaya Aura Presence Services or the aggregation and dissemination point for presence information that is considered basic or essential to the environment. Click on Presence Services to learn more about the purpose and features of this essential component.


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Speaker Notes/Script: Presence Services Although this application is not a requirement of the architecture, it is frequently

included because of the growing importance of accurate, aggregated presence information and because it is an entitlement with Avaya Aura®.

Click on each title or picture to see and hear details about the purpose and features of this application.

After viewing both the purpose and features, click the next button to close this window and view a screen shot of a soft client showing presence information.


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Speaker Notes/Script: Presence Services–Purpose Presence Services collects, aggregates, and organizes presence information, not

just in instant messaging, where it is best known today, but across the entire spectrum of presence-aware applications and communications applications. Then it disseminates detailed presence information to other applications, about a given user’s availability, current activity, preferred mode of communication, and even user location. For example, in a soft client integrated with Presence Services, names on a contact list can show if the colleague is on a call, in a meeting based on his or her calendar, and so on. Presence Services gathers presence information from many sources including: – Avaya one-X® UC clients – Avaya IP phones – Microsoft Office Communicator System (OCS) – Third-party applications


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Speaker Notes/Script: Presence Services–Features Some of its features are: Multi-protocol/multi-interface support, which means it supports multiple protocols

including SIP/Simple and the XMPP or Extensible Messaging and Presence Protocol, allowing for aggregation and sharing of presence data to and from many presence sources.

The Microsoft instant messaging gateway feature allows for native Avaya IM clients such as Avaya one-X® Agent to directly instant message with Microsoft Office Communicator clients. This productivity feature breaks down barriers between Unified Communications and Contact Center workers.

Rich presence normalizes and provides rich user presence information, such as location, device, contact information, and so on for applications and devices.

A High Availability option provides a standby server that can be automatically activated. This eliminates a single point of failure and human latency, and is a requirement for applications such as contact centers using presence.


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Speaker Notes/Script: Presence Services–Features Some of its features are: Multi-protocol/multi-interface support, which means it supports multiple protocols

including SIP/Simple and the XMPP or Extensible Messaging and Presence Protocol, allowing for aggregation and sharing of presence data to and from many presence sources.

The Microsoft instant messaging gateway feature allows for native Avaya IM clients such as Avaya one-X® Agent to directly instant message with Microsoft Office Communicator clients. This productivity feature breaks down barriers between Unified Communications and Contact Center workers.

Rich presence normalizes and provides rich user presence information, such as location, device, contact information, and so on for applications and devices.

A High Availability option provides a standby server that can be automatically activated. This eliminates a single point of failure and human latency, and is a requirement for applications such as contact centers using presence.


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Speaker Notes/Script: Collaboration Components Shown here are two possible components that could provide collaboration

functionality in the Avaya AuraX® environment: Avaya Aura Conferencing and Avaya Meeting ExchangeX®. There is no requirement for any collaboration components to be in the architecture. There are other applications that could provide collaboration functionality that are SIP compliant and could be added to the applications layer. The most basic collaboration is a voice or audio conference. This functionality, six-party or less, is built in to Communication Manager and often called ad-hoc conferencing. Since Communication Manager is always part of the basic Avaya Aura environment, basic collaboration functionality is always included with Avaya Aura. Customers wanting to expand to larger conferences or multi-media collaboration will need additional applications, such as the ones shown here. We often refer to these apps as conference bridges. There are other courses that cover collaboration, so will not be discussing any of these specific applications in this Avaya Aura overview course.


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Speaker Notes/Script: Contact Center Components Shown here are two possible components that could add multi-media contact

center functionality in the Avaya Aura® environment: Avaya Aura Contact Center and Voice Portal. There is no requirement for any contact center components in the architecture. There are many other applications that support contact centers that are SIP compliant and could be added to the applications layer. Most contact centers start with a basic voice-only call center. This functionality is built in to Communication Manager. Since Communication Manager is always part of the basic Avaya Aura environment, call center functionality is always included with Avaya AuraX® . Customers wanting to expand to a multi-media contact center will need additional applications such as the ones shown here. Since there is a complete Contact Center curriculum, we will not be discussing any of these specific applications in this Avaya Aura overview course.


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Speaker Notes/Script: Third-party Application Components Shown here are two possible components that provide third-party application

functionality in the Avaya Aura® environment: Avaya Agile Communications Environment™, or ACE, and third-party applications. If the third-party applications are SIP compliant, they could be part of the application layer and connect directly to Session Manager in the connection layer. ACE is an optional component that makes it easier for third-party developers to create applications that will operate in the Avaya Aura environment. The programmer does not need to know about the APIs of different call processing equipment. ACE is always considered optional since it would not be an included component unless there was a need to include a non-SIP compliant application. In that case, both ACE and the third-party application would be included in the application layer. We will not be discussing any specific third-party applications in this Avaya Aura overview course. We will simply be discussing the Avaya application, ACE, that makes the integration of non-SIP applications easier. Click on Avaya Agile Communications Environment™ (ACE) ACE to learn more about the purpose and features of this important middleware application. After viewing all of the components in this layer of the architecture, use the forward arrow to select another layer of the architecture.


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Speaker Notes/Script: Avaya Agile Communications Environment™ or ACE Although this application is not a requirement of the architecture, it is frequently

included to simplify the integration of third-party applications. Click on each title or picture to see and hear details about the purpose and features of this application. After viewing both the purpose and features, click the exit button to return to the drawing showing the groups and components in this layer and select another component.


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Speaker Notes/Script: ACE–Purpose ACE is an open software platform for multi-vendor UC and Communications

Enabled Business Process, or CEBP, applications. It provides application program interfaces, or APIs, which hide the details of the

infrastructure so the application developers can create specific applications that interact with the communications devices without having to know how that device works. ACE contains a set of Web services that the programmers simply tell their application to use. These Web services have all the instructions on how to communicate with the network infrastructure. Therefore, custom application development is much easier

Avaya ACE also takes XML messages inside the normal Web page, such as a click-to-call link, or within an XML-based application, such as IBM Sametime or Microsoft OCS and LCS, and converts them to an instruction that a SIP-based communication device such as Avaya Aura Communications Manager, Avaya Aura Session Manager, and Avaya Aura Presence Services can respond to and understand.


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Speaker Notes/Script: ACE–Features Let's talk about some of the features included in ACE.

Event-driven communications enabler. Facilitates richer, event-driven communications that can be triggered automatically by business process workflows, contextual information, and system alarms. It enables IT developers to build communication-enabled applications in days, instead of weeks, by exposing audio/video call control, text-to-speech, conferencing, and other communications capabilities as Web services. Packaged applications and integration. A set of high-ROI, packaged applications spanning desktop, mobility, and business process integration, and delivering plug-and-play functionality. UC system integration. Integrates with UC systems to provide users with a single communications-rich interface for desktop applications. Accelerates people-dependent business processes by enabling contextual communications in business applications. Proactive Communications Connects front-line customer services with subject matter experts across the organization to answer customer questions more effectively. Enables proactive communications out to customers to keep them informed about the latest news and events.


Speaker Notes/Script: We have finished our discussion about the components in the application layer. Take a moment to test your knowledge and review the information covered by answering the following Knowledge Check questions.


Knowledge Check


Access Layer Components

Speaker Notes/Script: Access Layer Components Now let's look at the components in the access layer. As you may recall, this is

where all of the endpoints and systems that utilize the applications in the application layer reside. Because Avaya Aura® is so flexible and supports so many access devices, we have organized them into groups and only shown some of the possible components. The groups include hardphones, soft clients, server/gateway, third-party PBXs, and third-party applications.

Click on the access layer name to learn more.


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Speaker Notes/Script: Hardphone components Shown here are three different types of hardphones: Avaya 9600 series, Avaya

1600 series, and third-party sets. These are part of the physical devices that make up the endpoints in the access Layer. Avaya Aura® supports both Avaya and non-Avaya SIP endpoints being directly connected to Session Manager by way of the LAN/WAN. A client‘s individual environment may or may not include any direct-connected endpoints. Non-SIP-based endpoints cannot be direct connected and must communicate through a server or gateway that is SIP compliant. Since detailed information on the 9600 and 1600 endpoints is on the portal and covered in other training and documentation, we will not be discussing additional details about them or any of the third-party endpoints in this Avaya Aura® overview course.


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Speaker Notes/Script: Soft Client Components Shown here are four different possible soft clients: one-X® Communicator, one-X

Portal, one-X Mobile, and third-party software. These are part of the software-based virtual devices that make up the endpoints in the access layer. Avaya Aura® supports both Avaya and non-Avaya SIP soft clients directly connected to Session Manager by way of the LAN/WAN. An individual client‘s architecture may or may not include any direct-connected soft clients. Non-SIP-based soft clients cannot be direct connected and must communicate through a server or gateway that is SIP compliant. Since detailed information on the one-X soft clients is on the portal and covered in other training, we will not be discussing additional details about them or any of the third-party soft clients in this Avaya Aura overview course.


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Speaker Notes/Script: Server/Gateway Components Shown here are five different possible servers or gateways: Avaya Aura®

Communication Manager Survivable Remote, Avaya Aura Communication Manager as an Access Element, Avaya Aura Communication Manager as an Evolution Server, Communication Server 1000 R6.0 and later, and B5800 Branch Gateway. An individual client‘s architecture may or may not include any servers or gateways in the access layer. Click on the components to see additional details about each server/gateway component we have not discussed previously. Communication Manager appears in two different layers of the architecture. We have already discussed the purpose in the application layer and features for other Communication Manager servers. No matter where Communication Manager is in the architecture, the basic features are the same. There is a difference in its purpose. The main purpose of the server in the access layer is to support endpoints that are not SIP based and therefore cannot connect directly to Session Manager in the connection layer.


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Speaker Notes/Script: Click on title or picture to see details about the purpose of Survivable Remote.


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Speaker Notes/Script: Communication Manager Survivable Remote–Purpose The Survivable Remote is a combination of what was previously called an LSP, or

local survivable processor, and a Branch Session Manager, or BSM. Its purpose is to use an internal server to provide core functionality and survivability for SIP and non-SIP endpoints at remote locations during WAN or other equipment failures. Full remote survivability with all 850+ features of Communication Manager for both SIP and non-SIP endpoints for these locations is possible. If there is a failure, the Survivable Remote preserves all local call processing and features available before the failure, including call center agents and local announcements. For example, a client has data centers in New York City and Chicago and has remote offices in London and Frankfurt. If one of the WAN networks fails in London, the Survivable Remote provides the telephony functionality until the failed connection is reestablished. In this situation, it is not the Survivable Core that is activated, since the core of the communication network in the data centers was not impacted. The Survivable Remote has full Communication Manager feature capability, and all features are updated automatically. This survivable remote can be installed at up to 250 branches, per Communication Manager server.


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Speaker Notes/Script: Communication Server 1000 or CS 1000 Starting with version 6.0, the Communication Server 1000 can be included in the

access layer. Click on each title or picture to see and hear details about the purpose and features of this access component. After viewing both the purpose and features, click the exit button to return to the drawing showing the groups and components in this layer and select another component.


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Speaker Notes/Script: Communication Server 1000–Purpose The Communication Server 1000, or CS 1000, R6.0 and later, like Communication

Manager, is primarily an IP telephony server offering a rich set of UC call processing features.

It is the natural migration for existing Meridian 1 clients, allowing them to evolve to IP while retaining their current feature set and endpoints.

CS 1000 has a clear migration path into Avaya Aura®. With the introduction of R6.0, customers can upgrade their CS 1000 and it can be added to the Avaya Aura architecture as an integrated access element leveraging core Avaya Aura components such as Session Manager and System Manager for administration.


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Speaker Notes/Script: Communication Server 1000–Features Similar to Communication Manager, CS 1000 has a long history of releases, each

of which added additional features. Currently it has 750+ customer-requested telephony features. Although no customer uses all of the features, different users within a company use different features, and different customers use different features. For each of the 750+ features, some customer at some time in Communication Server 1000’s history requested that feature or capability.

With release 7.5, Avaya introduced the “integration release,” which allows CS 1000 clients to replace the legacy Network Routing Switch (NRS) with the Avaya Aura® Session Manager for centralized routing and dial plan. This release also provided common management platform integration of UCM into System Manager.

Clients can also enable new capabilities with access to Avaya Aura® Conferencing and Avaya Aura Messaging, and even enable presence throughout their network utilizing Avaya Aura Presence Services.

CS 1000 supports numerous mobility features to enable seamless access to the network no matter where a user may be. Key mobility applications include Mobile Extension, which allows simultaneous ringing of your office and mobile phone and gives you the ability to pick up the call on the appropriate device, and one-X® Communicator support, which introduces a new common soft client for all Avaya users. iPhone users can also leverage the one-X® Mobile Lite application, giving end users desk phone functionality on their mobile device.

E911 support is always a concern when implementing telephony over an IP network. CS 1000 provides customers an integrated E911 solution that doesn’t require additional servers or applications.

The CS 1000 feature set continues to evolve into the Avaya Aura environment that will allow customers to take advantage of more and more Avaya Aura features and applications in the future.


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Speaker Notes/Script: B5800 Branch Gateway The Avaya B5800 Branch Gateway is a very cost-competitive, fit-for-purpose,

flexible branch solution than can be fully integrated with the Avaya Aura® SIP architecture. Click on each title or picture to see details about the purpose and features of B5800 Branch Gateway. After viewing both the purpose and features, click the close button to return to the drawing showing the groups and components in this layer and select another component.


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Speaker Notes/Script: B5800 Branch Gateway–Purpose The Avaya B5800 Branch Gateway is a very cost-competitive, fit-for-purpose,

flexible branch solution than can be fully integrated with the Avaya Aura® core SIP architecture.

The B5800 Branch Gateway has multiple options for its users. It allows organizations to extend centralized Avaya Aura® collaborative communications to users and locations, in both a fully centralized mode, with the B5800 used for survivability, or a mixed mode where selected centralized applications are added or “mixed in” for users otherwise using local functionality for their core communications. The local functionality or apps could include: mobility, voice mail, conferencing, and auto attendant.

The Avaya B5800 Branch Gateway supports a wide range of analog, digital, IP, and SIP devices and trunks flexibly across distributed, centralized, or mixed network deployments with rich built-in local applications plus access to Avaya Aura shared applications.

With a TCO of up 25% less, the B5800 is an extremely cost-effective thin branch solution that is simple, easy to deploy, and easy to manage. Through centralized management and cost-effective features and packaging, the B5800 can lower branch operating costs today, while enabling incremental evolution to enhanced business collaboration capabilities tomorrow.

The B5800 provides familiar key-system operation and features, allowing branches and stores to continue to use these or transition gradually to PBX-style features as desired.

With the Avaya B5800 Branch Gateway, clients will be able to deploy a branch solution today as a distributed solution, benefit from rich local applications and

enhanced survivability, and migrate to be fully centralized with an Avaya Aura core network when ready.

The B5800 is the ideal branch solution for today and tomorrow.


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Speaker Notes/Script: B5800 Branch Gateway–Features Targeting mid or large enterprise with a few to thousands of branches who

required enhanced survivability, the Avaya B5800 Branch Gateway meets the needs of enterprise-class communications and services; it is ideal for branch offices with 25 to 50 users per location, but can scale to 384 users per branch location. The Avaya B5800 Branch Gateway supports a wide range of analog, digital, IP, and SIP devices and trunks in distributed, centralized, or mixed use. Endpoints can operate in a key-system or PBX mode. It includes locally provided mobility, voice mail, conferencing, auto-attendant, IVR, software clients, and more, providing significantly more applications than current branch systems-plus the ability to provide centralized apps through Avaya Aura. The B5800 also provides survivability for Avaya Aura® users, supporting SIP device registration and failover to B5800 when the central Avaya Aura® environment is inaccessible. This provides essential (but not full) voice calling and receiving functionality in survivable mode, using local PSTN or SIP trunks for access. It closes the gap in the branch segment while enabling a key competitive differentiator with Avaya Aura® in the marketplace.

The B5800 is priced to compete against Cisco in the branch market.


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Speaker Notes/Script: Third-Party PBX Components Shown here are two different possible third-party PBXs: a third-party PBX that is

SIP compliant and a third-party PBX that is not SIP compliant but is front-ended with an Avaya server and gateway. The Avaya front-ending strategy is where a server and gateway, such as the S8300 and G450, are placed in front of the third-party PBX, making the PBX SIP compliant. An individual client's architecture may or may not include any third-party PBXs. In this Avaya Aura® overview course, we will not be providing details on any specific third-party PBXs. But we did want to highlight the fact that the Avaya Aura architecture can support both SIP and non-SIP-compliant third-party PBXs. We will discuss the front-ending strategy in an upcoming lesson.


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Speaker Notes/Script: Third-Party Application Components Shown here are two different, possible third-party application components: the

Avaya Aura® Application Enablement Services, or AES, and a third-party application that is not SIP compliant. It probably seems odd that an Avaya application such as AES is in the third-party application components group. That is because, like the ACE or Agile Communications Environment™ we discussed earlier, AES is a middleware software. It is used by third-party applications to integrate directly with Communication Manager through one or more standard APIs or application programming interfaces. An individual client's architecture may or may not include any third-party applications. Although we use AES to integrate many popular third-party applications, such as Microsoft Office Communicator, in this Avaya Aura® overview course we will not be providing details on any specific third-party applications. But you can click on the the AES component to get additional details on the purpose and features of AES.


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Speaker Notes/Script: Application Enablement Services or AES Application Enablement Services is not a requirement of the architecture. Although

it is similar to ACE in its basic purpose, it has a unique functionality and position in the access layer of the architecture. Click on each title or picture to see and hear details about the purpose and features of this access component. After viewing both the purpose and features, click the exit button to return to the drawing showing the groups and components in this layer and select another component.


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Speaker Notes/Script: AES–Purpose The purpose of AES is to “open up” the Communication Manager features through

standard APIs or application programming interfaces, protocols, and Web services, to third-party applications. As we mentioned previously, AES is part of the access layer even though it is middleware like ACE, or Agile Communications Environment™, which we discussed earlier as part of the application layer. The difference is that the third-party apps using AES must interface directly with Communication Manager and not Session Manager, whereas third-party apps using ACE interface directly with Session Manager. AES, like ACE, is installed on a separate server. Since apps using AES require direct access to Communication Manager, Communication Manager must be operating as an Access Element or Evolution Server and NOT a Feature Server. Hence the reason that AES is part of the access layer and not the application layer.


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Speaker Notes/Script: AES–Features Application Enablement Services, or AES, provides any developer of customized

applications programming interfaces for UC, CC, and Communication Enabled Business Process, or CEBP, applications. These interfaces allow the developer who is creating UC, CC, and CEBP applications to interface with Communication Manager easily. AES features include: – Support for multiple APIs-As the name implies, AES offers multiple services or

different APIs. It includes the following APIs: TSAPI (Telephony Server Applications Programming Interface)/JTAPI (Java Telephony Applications Programming Interface) to support Avaya CT (Computer Telephony) functionality, Device Media and Call Control API (DMCC; formerly known as CMAPI, Communication Manager Application Programming Interface), Telephony and System Management Web Services, CVLAN (Call Visor Local Area Network (LAN), and DLG (DEFINITY LAN Gateway). In addition to the APIs supported by AES, AES also provides Web services. They provide convenient access to commonly used functionality through a published WSDL (Web Services Definition Language) and SOAP (Simple Object Access Protocol) connectivity.

– AES is a key component in Avaya’s integration with Microsoft Office Communicator and IBM Sametime.

– Security–In addition to RBAC, or role-based access control, and certificate support, AES use SAL, or secure access link, for secure remote access and alarming, and encryption for communication between AES and Communication Manager. All of these combine together to offer a high level of security.

– High Availability–AES allows the use of an optional automatic failover to a standby server, eliminating a single point of failure.

– Enterprise Wide Licensing, or EWL–This optional licensing method allows a client or enterprise to purchase a quantity of AES licenses and then move them between multiple AES servers. This saves the client money by reducing the number of spare licenses required within the enterprise. The client can also purchase a specific type and quantity of licenses for each server.


Speaker Notes/Script: We have finished our discussion about the components in the access layer. Take a moment to test your knowledge and review the information covered, by answering the following Knowledge Check questions.


Knowledge Check


Connection Layer Components

Speaker Notes/Script: Now let‘s look at the components in the connection layer. Click on the connection layer name. The connection layer is actually the middle layer of the architecture. It is located in the center of it all, and includes three components: Session Manager Session Border Controllers: Avaya Aura®, Avaya Sipera, and Acme Packet, and AudioCodes Mediant 3000 SIP Trunk Gateway. An individual client‘s architecture will always have one or more Session Manager instances, up to 10, and Avaya always recommends an SBC for security reasons. But the architecture may or may not include a SIP Trunk Gateway. Click on each of the three components in the connection layer to learn more.


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Speaker Notes/Script: Session Manager Session Manager is a requirement of the architecture. The architecture would not

function without the SIP-routing and user-relation capabilities provided by Session Manager.

Click on each title or picture to see and hear details about the purpose and features of this connection component. After viewing both the purpose and features, click the exit button to return to the drawing showing components in this layer and select another component.


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Speaker Notes/Script: Session Manager–Purpose Session Manager performs a user-relationship functionality. As part of that

functionality, it not only authenticates requests for access, but it also verifies the services or apps that the users can utilize. This is key to the user-centric model of Avaya Aura®, where the client decides what apps each user has authorization to use.

It is a routing engine that routes the request made from an endpoint or access device to the appropriate application or applications to perform the function. So if a user wants to leave a message, Session Manager forwards that request to the Messaging app.

All of the applications and access devices must be SIP based in order to communicate with Session Manager. These apps or access devices that are not SIP based must be front-ended with hardware or software, such as AES or ACE.

Up to 10 Session Managers are possible for a single solution. This allows geographically dispersed, redundant Session Managers and improved availability and reliability with multiple connections to the communication core.



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Speaker Notes/Script: Session Manager–Features Session Manager has many features. First, it provides a more centralized control

of endpoints and routing which significantly improves the ability to scale or expand the system when necessary. Session Manager supports 250,000 endpoints.

Applications are centralized, but all users, no matter where they are in the enterprise, can have access to all applications. So the Avaya Aura® environment is a user-centric architecture.

The SIP connectivity and normalization supports SIP connectivity to other applications and hardware within the system. This feature also normalizes and adapts different SIP protocols to meet the strict SIP standards of the network.

It also has a centralized routing and dial plan that provides a centralized and global dial plan for an enterprise. The dial plan is managed through a centralized management console available in System Manager, and governs PBXs that connect using SIP to one or more Session Manager instances. For example, an enterprise might integrate existing PBXs that use different extension lengths or overlapping dial plans, and Session Manager makes this transparent.



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Speaker Notes/Script: Session Border Controller or SBC Session border controller is not a requirement of the architecture. However, since

most of the environments need to work with external networks, it would be very unsecure not to have an SBC separating the two networks or environments.

Click on each title or picture to see and hear details about the purpose and features of this connection component. After viewing both the purpose and features, click the exit button to return to the drawing showing components in this layer and select another component.


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Speaker Notes/Script: Session Border Controller–Purpose An SBC is an application that provides control of VoIP sessions at the borders of

the enterprise's IP network. It enables secure access to external services such as SIP trunking, hosted

services, and even the Internet. The Avaya Aura® SBC supports up to 750 session border control, or SBC,

sessions. It is designed for midsized enterprises, branches, and small contact centers.

With the acquisition of Sipera Systems in October 2011, Avaya and its partners gained an additional enterprise SBC offering. Specifically, Avaya/Sipera has added to our portfolio in the following ways:

Bringing people, skills, and enterprise SBC technology resources in house. – Adding the Sipera solution, which offers considerable scaling through it’s

inherent architecture. Over time, you’ll see this technology rolled out on additional larger and smaller server platforms.

– Offering an additional option over the 750 sessions of the Avaya Aura® SBC. The Sipera 1U Dell-based platform, available since October 2011, supports 2000 sessions per server.

– Providing multiple High Availability failover pairs of SBCs for larger scaling needs or when dictated by the customer’s geographies and processing requirements. In this configuration, these servers may be run and managed as a single entity through a centralized configuration source, but disbursed geographically across the network, at a single location or combination thereof. In one customer example, eight HA pairs are configured giving a capacity of 16,000 sessions.

Avaya Aura also supports the very high-end Acme Packet SBCs. These scale up to 72,000 sessions.

Note: Shown in the Avaya Aura architecture diagram are three different SBCs. The purpose is the same for all three SBCs. The difference between them is primarily the capacity of each server, although with the UC-Sec’s additional security capability, the Sipera offering allows upsell into additional areas.



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Speaker Notes/Script: Session Border Controller–Features One of the primary features of the Session Border Controller is to provide security

that protects against a broad range of attacks including overloads and VoIP-specific malware such as viruses, worms, and so on. It also provides secure connections to remote workers.

It serves as a protocol bridge that provides signaling protocol interworking to bridge incompatibilities between an enterprise and its telephone or other service providers.

With the use of a wizard during installation, cost-saving SIP trunking can be implemented with little product-specific knowledge.

For clients who track statistics, the Session Border Controller also gathers data on all sessions that pass through the network.

The Avaya/Sipera SBC supports two different feature suites: – The first is a standard, very cost-effective feature set that meets the needs of a

typical enterprise SBC or E-SBC client. – Additionally, there is a significant upsell opportunity for you through the Unified

Communications Security, or UC-Sec, enhanced feature set, available for an additional fee. It is targeted at much more intensive security applications, and offers the features required in more complex and alternative scenarios. This latter suite has a significantly greater enterprise-targeted security capability than the Avaya Aura® ACME-based suite.

– The UC-Sec suite also enables Remote Worker. This is the use of a single appliance to meet the needs of both SBC network border security and provide the equivalent of a VPN for remote workers. When a typical 5:1 ratio is used for

remote works versus sessions, a single server can support up to 10,000 remote workers.

VIPER Labs was founded by Sipera to uncover the vulnerabilities of Unified Communications and VoIP. It is a state-of-the-art research facility and a team of expert, vulnerability assessment professionals. Some of the world’s largest and most successful companies rely on the VIPER team to uncover communications risks and vulnerabilities, and improve the security posture of their mission-critical VoIP and Unified Communications infrastructures. VIPER helps advance Unified Communications security best practices by: – Uncovering vulnerabilities that put communications at risk in next-generation

networking environments. – Providing vulnerability assessments and other professional services to help

clients improve their security architectures and enhance compliance with information security statutes.

– Training Avaya Partners to undertake these value-added opportunities themselves.

– Developing and releasing open source Unified Communications security self-assessment tools that enable security practitioners to accurately gauge the risks in their own environments.

– Click the exit button to close this window.


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Speaker Notes/Script: Mediant 3000 The Mediant 3000 is not a requirement of the architecture. It is the replacement for

the G860–high-density trunk gateway. Click on each title or picture to see and hear details about the purpose and features of this connection component. After viewing both the purpose and features, click the exit button to return to the drawing showing components in this layer and select another component.


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Speaker Notes/Script: Mediant 3000–Purpose The AudioCodes Mediant 3000 is replacing the G860 high-density SIP trunk

gateway. It is a smaller solution in both physical size (2u versus 5U) and capacity (3-DS3s versus 9-DS3s), and consequently has a lower cost-up to 65% less than the G860. It has the same basic purpose. In areas without SIP trunking where the client requires multiple DS1s or T1s, it uses traditional DS3 or T3 trunks from the service provider and converts them into SIP trunks.

So the client gets the benefits of SIP trunks in a geography where the service provider cannot offer SIP trunks.



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Speaker Notes/Script: Mediant 3000; Features: The Mediant 3000 is a “carrier-class“ gateway, and it offers high levels of reliability

and redundancy. It meets the five-nines availability guidelines, providing 99.999% uptime or availability. It is NEBS, or network equipment building systems, Level-3 compliant.

It is high density since it supports up to three DS3s in a single 2U chassis. This is the equivalent of over 2000 DS0 channels.

It also has hot-swappable components and an option for redundant modules. The Mediant 3000 is available in the United States and Canada. Click the exit button to close this window.


Speaker Notes/Script: We have finished our discussion about the components in the connection layer. Take a moment to test your knowledge and review the information covered, by answering the following Knowledge Check questions.


Knowledge Check


Lesson Summary Application layer:

– Call processing

– Messaging

– Presence

– Collaboration

– Third-party applications

Access layer:– Hardphones

– Soft clients

– Servers/gateways

– Third-party PBXs

– Third-party applications

Connection layer:– Session Manager

– Session Border Controllers

– Mediant 3000 SIP Trunk Gateway

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this very long lesson that discussed the purpose and features of the possible components you might find in the three layers of the Avaya Aura® architecture. First, we looked at the top layer of the architecture, or the application layer. It

contained all of the apps that a user could use. This included: – the call processing components or group, – the messaging group, – the presence group, – the collaboration group, and – the third-party applications group.

Next, we looked at the bottom layer of the architecture, or the access layer. It contained all of the access devices or components that a user could use to gain access to the environment. This included: – hardphones, – soft clients, – servers/gateways, – third-party PBXs, and – third-party applications.

Finally, we looked at the middle layer of the architecture, or the connection layer. It contained all of the devices or components that connect the application and access layers to the outside network. This included: – Session Manager, – Session Border Controllers, and – a SIP Trunk Gateway.

Having completed this lesson and learned about the above topics, you should now

be able to: – Identify the components that make up the Avaya Aura architecture, – Describe each essential component’s purpose, and – Describe each essential component’s features.

Keep in mind that the Avaya Aura Solution for Midsize Enterprise is a complete

Avaya Aura environment in a single server. It contains all of the essential Avaya Aura components and some of the optional components for a complete UC solution. Additionally, it provides a platform for adding optional advanced collaboration and unified communication components.



Overview



Aura

Speaker Notes/Script: This lesson on the market for Avaya Aura® is very short because of the universal

applicability of the architecture. By understanding some of the common client characteristics and key industries for the Avaya Aura architecture, you will know what types of clients you should be looking for.


Lesson Objectives Describe the ideal market for the Avaya Aura® architecture.

Explain Avaya's position in the market.



– Describe the ideal market for the Avaya Aura® architecture, and – Explain Avaya's position in the market.


Ideal Market for Avaya Aura®

No typical client profile

Clients who have:– Multiple sites with many endpoints

– Multiple service providers

– Many PBX vendors

– More locations anticipated in the future

– A need to centralize trunks, voice mail, and self-service collaboration

Clients who want the latest UC technology

Avaya Aura provides UC solutions for:– Midsize companies

– Large enterprises

– Multinational organizations

Sold globally where Avaya does business

Speaker Notes/Script: While there is no typical client profile, the following criteria should help you know

likely clients for an Avaya Aura® solution using Session Manager. Avaya Aura clients usually have some of the following characteristics:

– A multi-site enterprise with many endpoints. – Utilize multiple service providers. – Multiple locations utilizing multiple PBX vendors. – Expect an impending event, such as a merger or acquisition, or anticipated

growth, so they believe more locations will be added in the future. – A need to centralize trunks, voice mail, and self-service collaboration.

Clients who want to install the latest UC features and technology, such as the unique Avaya Flare™ Experience, are also ideal customers since an Avaya Aura environment is required.

Having described the ideal market or client, remember Avaya Aura provides the core communications services for all Avaya enterprise communications solutions. It targets all kinds of clients, from midsize organizations with a few hundred employees to the largest multinationals with hundreds of thousands of employees.

Avaya Aura is sold globally in all countries where Avaya does business.


Businesses Worldwide Rely on Avaya

More than 5,500healthcare institutions

Top 10hotel groups

16,000retail sites

Top 20 airlines

Nearly 5,000 educationalinstitutions

Government agenciesin more than 25 countries

70% of the largest banks

Every Fortune 100

manufacturing company

Speaker Notes/Script: Just like the ideal client profile, there is no specific industry in which you should

propose an Avaya Aura® solution. Avaya Aura has been sold to all vertical industries. More than 1 million businesses in all regions and sectors rely on Avaya.

Shown on this slide are some key industries in which positioning Avaya Aura has been especially successful: hospitality, retail, transportation, healthcare, educational institutions, governments, manufacturing, and financial.


Avaya Unified Communications

IP Telephony

Unified Messaging

AudioConferencing

Mobility

Speech Access

Unified Communications

Speaker Notes/Script: No matter which industry chooses to purchase our Avaya Aura® solution, many of

them agree that our product meets their needs for a Unified Communication solution. So the Avaya Aura product has been traditionally grouped in the suite of products Avaya calls Unified Communications, or UC. Some of our competition refers to this as Unified Collaboration.

As shown on this slide, many of our products within the UC product line are

considered number-one worldwide in the industry for that category. This includes IP telephony, unified messaging, and audio conferencing. We also have award-winning technology within Unified Communications. Avaya is certainly a leader in this market.


Notes: All market share results are based on revenues except Audio Conferencing (Licenses); industry analysts have reported Avaya and Nortel separately for 2009, pro-forma combined view included; all results reflect latest available information.

Sources: [1] Dell’Oro Group; [2] Gartner, Inc.; [3] Canalys; [4] T3i Group; [5] MZA Ltd.; [6] Frost & Sullivan; [7] IntelliCom Analytics.

Date Pos % Pos % Pos % Pos % Pos %

Unified Communications [1] 2010 #1 25% #3 10% #2 23% #5 6% #4 9%

Telephony Systems [1] 2010 #1 25% #5 8% #2 18% #4 9% #3 13%

SME Telephony Systems [1] 2010 #1 19% #4 11% #5 5% #3 11% #2 14%

Contact Center/ACD [2] 2010 #1 38% #2 17% #3 16% #8 2% #6 2%

Interactive Voice Response [3] 2009 #1 15% #6 1% #3 9% #7 1% #8 <1%

Enterprise Messaging [4] 2010 #1 29% #5 6% #2 22% #11 2% #6 5%

Audio Conferencing [5] 2009 #1 46% #4 5% #2 22% #5 5% #3 6%

Fixed Mobile Convergence [6] 2010 #1 36% #3 6% #2 25% N/A N/A #4 5%

Ethernet Switches [1] 2010 #5 2% #8 1% #1 72% N/A N/A N/A N/A

Power over Ethernet [1] 2010 #3 4% #6 2% #1 66% N/A N/A N/A N/A

Voice Maintenance Services [7] 2010 #1 13% #4 7% N/A N/A #3 8% #2 8%

Third-party logos and products belong to the respective owners. Avaya is not an owner or licensee of the same.

Click the forward arrow to continue

Major Vendor Positions

Speaker Notes/Script: Using data available through 2010, this slide shows the position of major vendors in the global UC and collaboration segments. Avaya has been and continues to be the clear leader in UC and collaboration. Take a moment to review this chart. When you are ready to move on, click the forward arrow.


Lesson Summary Ideal Market for Avaya Aura®

Key Industries for Avaya Aura

UC market position for Avaya

Major UC and collaboration vendor positions

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this very short lesson that discussed the market for the Avaya Aura® architecture. First, we looked at the ideal market for Avaya Aura. Next, we covered key industries where we have successfully sold the Avaya Aura

architecture. Then, we discussed the UC market position for Avaya. Finally, we reviewed the market positions of other UC and collaboration vendors. Having completed this lesson and learned about the above topics, you should now

be able to: – Describe the ideal market for the Avaya Aura architecture, and – Explain Avaya's position in the market.


Speaker Notes/Script: We have finished our discussion about the market for the Avaya Aura® architecture. Take a moment to test your knowledge and review the information covered in this lesson, by answering the following Knowledge Check questions.


Knowledge Check


Module 3 – Client Qualification for Avaya Aura®

Lesson 1 – Client ChallengesLesson 2 – Component

Matching to Client Needs

Speaker Notes/Script: In this module, we will look at client qualification for Avaya Aura®. It contains two lessons: Client Challenges and Component Matching to Client

Needs. We will start with Client Challenges.


Lesson Objectives Discover client challenges.

Discover what worries the client.

Match challenges with negative business impacts.



– Discover a specific client’s challenges. – Discover what worries the decision makers. – Match challenges with negative business impacts.


1

2

3

4

5

Saving money and return on investment (ROI) is critical.

Staying profitable is essential.

Strengthening customer relations.

Providing green initiatives.

Adding capacity and features can be slow and expensive.

CxO’s Challenges

Speaker Notes/Script: CxO Challenges The CxO is a general term for one of many C-level executives or officers: CEO

(chief executive officer), CIO (chief information officer), CFO (chief financial officer), and so on. The CxO is the first stakeholder who helps select the communication solution. Therefore, it is critical that you have a clear understanding of your client‘s challenges so that you may specifically address these challenges in your presentations and designs. Of course, depending on his or her area of management, each CxO has different challenges, and the ranking of these challenges may vary. However, we can generalize the types of challenges that many executives face.

For example, many CxOs find that saving money in this tough economic time is

absolutely critical. Perhaps the executive is frustrated that the legacy communication system is expensive to maintain and is also inefficient. However, these officers may also express that taking out the entire legacy system to replace it with a new solution (which is an option that Cisco often recommends) does not leverage their current investment.

Despite the challenges with the economy, this executive still needs to keep the

business profitable. To stay competitive, it is also important to strengthen customer relationships. This

relationship building may prove to be especially challenging with limited resources.

More and more executives also see the advantage to green initiatives. Sometimes their customers and shareholders demand it. Therefore, they look for ways to stay green and become more energy efficient.

Lastly, the executives see that additional capacity may be required as their

company grows or merges with others. They also value features that enable their workforce to be more efficient and effiective. However, their challenge is that adding capacity and features can often be slow and expensive to accomplish.


Discover Client Challenges with Questions

Speaker Notes/Script: To discover the challenges your client‘s CxO is trying to overcome, some critical

questions must be asked. Some of these critical questions are displayed on the screen. For a more extensive list of questions, click on the icon. Take a moment to review the questions before using the forward arrow to continue on with the course. Keep in mind that, depending on the client, questions listed for the CxO might be asked of a different manager.

Click the icon to review or print more CxO questions.


Avaya Aura® Provides Solutions for the CxO

1

2

3

4

5

Saving money and return on investment (ROI) is critical.

Staying profitable is essential.

Strengthening customer relations.

Providing green initiatives.

Adding capacities and features can be slow and expensive.

Productivity-enhancing capabilities

Green = energy efficiency

Quick deployment

Immediate cost savings:– SIP trunking

– Centralized routing

– Centralized management

– Legacy system integration

Speaker Notes/Script: As you may recall, two of the challenges faced by the CxO are to save money and

remain profitable. With Avaya Aura®, the executive sees immediate cost savings through SIP trunking and centralized routing. By reducing the number of trunks that are utilized by the enterprise, and better utilizing resources among all locations, significant money can be saved. In addition, Avaya Aura offers centralized management; this is helpful for enterprises with limited management and maintenance resources. Cost savings are also apparent as we integrate different legacy communication platforms, and add new technology and extend the life of the initial investment. We‘ll talk more about cost savings and integrating legacy systems in a minute.

The challenge of strengthening customer relations can be accomplished by deploying productivity-enhancing capabilities and services, quickly, and according to roles and job responsibilities of the user. Notice that these capabilities are not tied to the network or location, so a more uniform or customized approach is possible.

Many of the Avaya Aura components use the “green” alternative of System Platform virtualization technology. Green initiative goals or compliancy are reached as energy efficiency is increased. Consulting services may also be added to create a roadmap and optimize the system’s efficiency.

To solve the challenge of adding capacity and features taking too much time and money, the architecture, templates, and tools within Avaya Aura enable a quicker deployment and simpler upgrade. All of which saves time and resources, and can provide the same capabilities to all users.


CxOs Do Not Want to Lose Equipment Too costly to remove equipment that is working.

Avaya can front-end an Avaya solution and leverage the legacy system.

Cost-effective phased approach.

On-the-job training critical during phased approach.

Speaker Notes/Script: Now we’ll talk more about that cost-savings idea. One of the primary concerns of the CxO, and frankly many of the stakeholders, is reducing costs and saving money. You may hear a CxO state that he or she is unwilling to lose the investment made in the equipment they already have to implement an Avaya system. It is simply too costly to replace equipment that, for now, is working “OK.” Avaya answers that question by suggesting a front-ending approach to

implementation. Front-ending allows an Avaya Communication Manager system to connect directly to an existing non-Avaya system. This is done by connecting point-to-point T1/E1’s between the non-Avaya system and Avaya Communication Manager, or CM, server and gateway, providing a non-disruptive migration strategy at the customer’s pace. In short, we connect an Avaya solution to the client’s legacy system so that they can continue to use most of their existing equipment as they move toward an Avaya solution.

The clients use their existing endpoints to access the CM system and get the latest features and functionality.

New users are added directly to the CM system, and existing users migrate as time and budget permits.

During this process, extensive on-the-job training takes place for administration and other functional duties.

Speaker Notes/Script: Youôll notice in this diagram that a client may have any vendorôs legacy system that connects tothe public switched telephone network, or PSTN. No matter the system, Avaya can front-end it with a server and gateway connected by way of T1/E1, such as an S8300 with G450, and use System Manager and Integrated Management to connect the legacy system to an Avaya AuraÈ architecture and to other Avaya applications such as Avaya Aura Conferencing.


Front-Ending Non-Avaya

UC All InclusiveCollaboration Workers

PSTN

T1/E1

Front-EndingS8300/G450

PSTNAdministration System Manager

and Integrated Management

*Third-party logos and products belong to the respective owners. Avaya is not an owner or licensee of the same.

Slide 122


Front-Ending Advantages for Clients “Wrap and embrace” strategy for upgrading

Cost-saving UC features then become available

Non-disruptive phased strategy

Second backup system

Speaker Notes/Script: There are many advantages to the client when using the front-ending approach. For example: We advocate a “wrap and embrace” strategy to upgrading a system rather than the

approach that requires everything to be removed and replaced, as Cisco frequently advocates.

We can provide the latest cost-saving UC features for mobile and remote workers through their new Avaya Aura® Communication Manager system.

Our approach is a non-disruptive phased strategy. Clients may migrate to the latest technology as they are ready.

The new Avaya system is actually a complete backup to the client’s existing old system. Many clients find it appealing and comforting to know that their “aging” system now has a reliable backup.


System Failure Rates

The Bathtub Curve

Early Failure Rate

Wear-Out Rate

Low Failure Rate Random

Incr

easi

ng F

ailu

re R

ate

Time

Speaker Notes/Script: This diagram shows what can happen to equipment as it ages. When a system is first installed, there are many failures, as defects in the system

are identified. This is called the early failure rate phase. Slowly these early failures drop off as the defects are fixed.

In time, the system enters a low failure rate as the system stabilizes. This period is the system‘s useful life because it is functioning relatively well.

The third part is known as the wear-out rate period when the age of the system starts to take its toll. Failures and maintenance problems begin to increase significantly. It is before a system hits the wear-out rate phase that it is advisable to implement a new or failover system. It is during this phase that front-ending with an Avaya solution is recommended. Then, when the failure rate becomes uncomfortably high, the client simply moves to the Avaya solution and stops using the old system.


Line of Business (LOB) Manager’s or Business User’s Challenges

1

2

3

4

5

Customer satisfaction and connection of people

Accelerated processes and productivity

Restricted options due to budget

Limited flexibility due to legacy system

Consistent brand image

Speaker Notes/Script: LOB or BU Challenges In addition to the CxO‘s concerns about cost, profitability, and compliance, the line of business, or LOB, manager and the business users have their own challenges. Customer satisfaction is the primary concern of the line of business manager and

business users. Customers need to reach the correct person no matter where that staff person is located. They also want customers to be satisfied no matter which medium‒voice, email, chat, video, and so on‒is used for contact and collaboration.

LOB managers or business users also value accelerated processes in hopes of

making their staff members as productive as possible. Cost savings is a concern for the entire enterprise, and line of business managers

are no different. One of these managers’ challenges is that they can be limited in what they are able to do due to budget constraints.

Sometimes, the line of business manager is also limited by the flexibility of a

legacy system. For example, the legacy solution may not allow telecommuting, remote workers, or even an international location.

Lastly, these managers and users want a consistent brand image, so their

customers receive a consistent experience no matter how or where the company is contacted. Not all customer contact is through the client’s contact center. So in

order to provide a consistent experience, all employees need the same capabilities to satisfy the customer.

Slide 126



Speaker Notes/Script: To discover the challenges the line of business manager or business user must

overcome, some important questions must be asked. Here are some questions you may choose to ask, but more questions are available when you click on the icon. Take a moment to review the questions before using the forward arrow to continue on with the course. Keep in mind that, depending on the client, questions listed for the LOB manager might be asked of a different manager.

Click the icon to review or print more LOB questions.


Avaya Aura® Provides Solutions for the LOB

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2

3

4

5

Improved customer satisfaction:Customer satisfaction and connection of people

Accelerated processes and productivity

Restricted options due to budget

Limited flexibility due to legacy system

Consistent brand image

Enhance productivity and flexibility:

‒ Queue based on customer information

‒ First-call resolution

‒ Consistent brand image

‒ Applications that connect branches and locations

‒ Features added based on role or workgroup

‒ Features added quickly

Speaker Notes/Script: To help line of business managers or business users improve customer

satisfaction, Avaya Aura® allows a more personalized service experience for customers. It also allows for customers to be placed, in order, in the contact center queue based on information about customers. For example, a customer calling about a problem may be given a preferential treatment to those who are calling to place a new order. They also may strive for “first-call resolution,” which refers to the contact center matching the caller’s needs with the right agent to ensure the caller is satisfied and not transferred or asked to call back. Customer service may also be improved with a consistent brand image no matter where the customer calls or how the customer contacts the business.

To make the workforce more productive and to resolve the limited flexibility

associated with the legacy system, many options are available. For example, applications that connect branches and locations are available. Communication features may also be added based on an employee’s role or work group rather than the employee’s particular location. These features may also be added quickly as the staff or needs change. This flexibility is very appealing to this group.


Information Technology’s (IT’s) Manager’s ChallengesManageability of a mix of systems is difficult:

– Connect disparate equipment–want to be able to have rich integration

– Inefficient use of resources and time

– Not cost effective

1

2

3

4

5

Open standards and business agility

Scalable

Secure and reliable system required

Rich integration

Speaker Notes/Script: IT Challenges In addition to the CxO and line of business manager, the information technology or IT manager is the last stakeholder who is often involved in the selection and design of the communication solution. One of the primary challenges of an IT vice president, director, manager, or team is

that the communication system is difficult to manage and contains a mixture of vendors and equipment. Often these disparate systems are scattered throughout a large and global network. Managing and optimizing the system for maximum efficiency is a huge challenge. To manage and update these systems often uses resources inefficiently, is time consuming, and is not cost effective.

Open standards and business agility are essential so that applications are added easily and so a solution changes easily based on the needs of the organization.

Next, systems that are scalable, secure, and reliable are critical since this group is responsible for adding users and features, ensuring that the system is secure from potential risks, and repairing systems that suddenly aren’t working.

Lastly, the rich integration of features and handling multi-media communication and collaboration is necessary to communicate effectively and efficiently.



Speaker Notes/Script: To help uncover the challenges for your client, ask some leading questions. There

are a few here and a few more if you click on the icon. Take a moment to review the questions before using the forward arrow to continue on with the course. Keep in mind that, depending on the client, questions listed for the IT manager might be asked of a different manager.

Click the icon to review or print more IT questions.


Avaya Aura® Provides Solutions for IT

1

2

3

4

5

Manageability of a mix of systems is difficult

Open standards and business agility

Scalable

Secure and reliable system required

Rich integration

Easy centralized management even for a large number of endpoints; also allow legacy systems to be integrated.

SIP is open standard, and the architecture allows for flexibility and the ability to include systems from third-party vendors.

Avaya Aura components and architecture designed for scalable, secure, and reliable system.

Features can be added as needed and quickly.

Speaker Notes/Script: We answer IT‘s challenges with some ideas of our own. First, through System Manager we offer easy, centralized management, even if the

enterprise wraps around the globe. We also enable legacy systems to be integrated seamlessly into our solution.

We also utilize the open standard, SIP, which allows for flexibility and the inclusion of multiple systems and vendors.

In addition, our Avaya Aura® components and architecture are specifically designed to be more scaleable, secure, and reliable.

IT‘s need to have rich integration is resolved by our ability to add features quickly, and to support an open standard.


Competitors’ Claims

Superior architecture:– Provide highly

scalable solution– Support SIP– Have open standards– Provide multi-vendor

support

Can resolve the business user’s and the LOB manager’s challenges by:

– Improving productivity– Allowing access to

applications when and where they’re needed

– Supporting or enhancing mobility

Can resolve the CxO’s and IT’s challenges by:

– Reducing complexity– Providing a highly

scalable system– Remaining flexible – Being cost effective– Managing the system

and applications easily

Speaker Notes/Script: All UC vendors claim that they can provide a solution that meets the client‘s need

and solves the client‘s customer communication problems. These vendors all say that they have a superior architecture, can resolve the CxO‘s and IT‘s challenges, and can fix problems stated by the business user and the LOB manager. However, it is important that you clearly understand the specific challenges of your client and understand how Avaya truly resolves these challenges. Take a few moments to review what these UC vendors claim.

In a future module, you will learn more about our competition and how Avaya provides a superior solution. For now, know that most UC vendors claim to resolve some of these same challenges, too.


Client Challenges, Causes, and Negative Business Impacts

Cause of ChallengeWhy it happens to the client that way

Client Business Challenge

Negative Business ImpactsConsequences of inaction

Integrating and combining disparate systems

Mergers and acquisitions

Assortment of third-party hardware and software

Management issues

Incompatibility; for example, forwarding voice mail

Different applications and interfaces

Training on multiple systems

High costs for training

Additional costs for network access

Problems being efficient with the different interfaces

Additional time required to update and maintain multiple systems and applications

Speaker Notes/Script: In this part of the lesson, we will look at four business challenges and the potential negative businees impact if these challenges are not addressed. The first business challenge for clients is: integrating and combining disparate systems. Some reasons for this situation are:

• Clients have acquired systems due to mergers and acquisitions. • Different groups within the organization require different third-party hardware

or software which is frequently deployed throughout the network. • Clients often use multiple applications for the same functionality. • Incompatibilty between systems and applications often prevents simple

functions such as forwarding voice mail within an organization. • Each of these different applications and systems has a different

administration tool and interface. • Administrators are required to learn multiple administration systems.

Customers without solutions such as Avaya Aura® 6.2 will see a potential negative business impact. The consequences for not addressing these challenges include: • A high cost for initial and on-going training. • Additional costs for each of these separate systems to access the network,

and for users of the different systems to work together. • With multiple user and administrative interfaces, users and administrators

have difficulty developing expertise and being efficient. • IT personnel require additional time to manage, maintain, and upgrade

multiple systems and applications.

Using open standards such as SIP, the Avaya Aura architecture addresses this challenge through the unification of these disparate systems. Then, over time, the client can reduce the number of multiple systems and applications.


Client Challenges, Causes, and Negative Business Impacts(Continued)




Federated presence with Microsoft Express and Outlook

No aggregation point for presence

Lack of integration with Express, Outlook

Reduced value of presence information

Unable to collaborate due to erroneous presence information

Impact on first-call resolution

Speaker Notes/Script: A second business challenge for clients is: real-time, federated presence information. Without it, this information cannot be considered accurate since different applications might report different presence information. Can you imagine what it would be like if you had three differenct calculators that each reported a different result for the same calulation? Microsoft Express and Microsoft Outlook are two popular apps that offer valuable presence information that is frequently not shared with other applications. Two of the reasons for this situation are:

• Customers have no aggregation point to consolidate presence information from multiple applications.

• Presence applications do not have integration with Microsoft Express and Micosoft Outlook.

Customers without solutions such as Avaya Aura® 6.2 will see a potential negative business impact. The consequences for not addressing these challenges include: • Reduced value of the presence information provided to users leading to a

lack of trust for the presence information. • Users have difficulty reaching the person they need to collaborate with,

casuing delays and wasted time. • A reduction in the frequency of first-call resolution, which affects customer

satisfaction. The Avaya Aura architecture with Presence Services, discussed previously, solves this challenge as a single aggregation and dissemination point for presence information.





Inability to adapt environment for business collaboration

Network doesn’t support integrations

No social media

No holistic management

Provide to all or none

No centralized capability

Missed opportunity for high-value customer engagement

Projecting a “dated,” non-technical image

Requirement for more network and bandwidth

Cost for management and administration

High costs for employees; travel, expertise available

Inefficiency of users


Speaker Notes/Script: A third business challenge for clients is: the inability to have or adapt their existing

environment for business collaboration. Collaboration has always been essential for businesses. But with the mobility of employees and dispursed nature of many organizations, collaboration has become much more difficult to accomplish.

Some reasons for this situation are: • The network doesn‘t support integrations. • The available applications don‘t support social media. • The inability to have holistic management. • Management doesn‘t have the option to grant or limit access to apps on a

per-user basis. Access might be based on physical location or having all apps or no apps.

• Multiple collaboration applications deployed throughout the organization. Customers without solutions such as Avaya Aura® 6.2 will see a potential negative

business impact. The consequences for not addressing these challenges include: • Missed opportunities for customer engagements of high-value oportunities. • Customer viewing the client as not progressive or competent utilizing

“everyday“ technology. • The client requires additional network facilities and bandwidth to support

multiple systems and off-net applications. • Management and administration costs will be higher with multiple non-

centralized systems. • Employees will need to travel more, and the immediate availability of remote

expertise might be limited.

• Users will lack the efficiency gained from using a single application. Even using different releases of the same application impacts a user‘s ability to be efficient.

The Avaya Aura architecture creates an environment that will support a user-centric collaboration environment. With that type of environment, the costs are minimized, and efficiency and expertise can flourish.





Reduced feature set for SIP endpoints

Time wasted analyzing trade-offs; SIP versus H.323

Delay moving to open standards such as SIP

SIP endpoint features lag H.323 capabilities


Speaker Notes/Script: The final business challenge for clients, that we will be discussing, is: addressing the reduced features available to SIP endpoint users. Customers are hesitant to move to SIP endpoints since they don‘t have the feature parity with H.323 or digital endpoints. The reason for this situation is that many manufacturers, including Avaya, have

traditionally not made it a priority for SIP endpoints to support the same feature set as H.323 or digital endpoints.

Customers without solutions such as Avaya Aura® 6.2 will see a potential negative business impact. The consequences for not addressing this challenge include: • Time wasted analyzing the trade-offs between SIP and H.323 endpoints and

additional administrative time. • Delay in receiving the overall benefits of SIP based on a hesitation to migrate

until endpoint feature parity is achieved. With Avaya Aura 6.2, Avaya continues its efforts to bring feature parity between its SIP and H.323 endpoints. Refer to the release-specific training for information on the latest features to be added to the SIP endpoints.


Lesson Summary CxO challenges and Avaya solutions

CxO discovery questions

Front-ending

LOB challenges and Avaya solutions

LOB discovery questions

IT challenges and Avaya solutions

IT discovery questions

Challenges, causes, and negative business impacts:– Integrating and combining disparate systems

– Federated presence information with Microsoft Express and Outlook

– Inability to adapt environment for business collaboration

– Reduced SIP endpoint feature set

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this lesson that discussed the client challenges. We looked at challenges from three different descision maker‘s perspectives. The first decision maker we looked at was the officer level or CxO. We discussed

the challenges, Avaya solutions, and potential discovery questions. Then we reviewed the possibility of front-ending a client‘s non-SIP based system

and evolving the client‘s existing platform. The second decision maker we looked at was the line of business, or LOB,

manager. Again, we discussed the challenges, Avaya solutions, and potential discovery questions.

The third and final decision maker we looked at was the IT manager. As with the other decision makers, we discussed the challenges, Avaya solutions, and potential discovery questions.

At the end of the lesson, we examined four specific challenges, their causes, and their potential negative business impacts for inactivity. The four challenges were: – Integrating and combining disparate systems – Federated presence information with Microsoft Express and Outlook – Inability to adapt the environment for business collaboration – Reduced SIP endpoint feature set

Having completed this lesson and learned about the above topics, you should now

be able to: – Discover client challenges – Discover what worries the client – Match challenges with negative business impacts


Speaker Notes/Script: We have finished our discussion about the client challenges. Take a moment to test your knowledge and review the information covered in this lesson, by answering the following Knowledge Check questions.


Knowledge Check


Module 3 – Client Qualification for Avaya Aura®

Lesson 1 – Client ChallengesLesson 2 – Component

Matching to Client Needs

Speaker Notes/Script: In this short lesson, we will learn about component matching to client needs. We

will use a specific client example and evaluate the client‘s current environment and a possible UC solution from Avaya. Although most account exceutives will have the support of a sales engineer, recognizing the initial opportunity will still be the job of the account executive. So the concepts in this lesson are key to the UC sales process.


Lesson Objectives Evaluate the current hardware, software, or services and

determine whether the client’s needs are being met.

Recognize an opportunity based on the current client environment.

Match a client’s needs with the correct Avaya hardware, software, or service.



– Evaluate the current hardware, software, or services and determine if the client’s needs are being met,

– Recognize an opportunity based on the current client environment, and – Match a client’s needs with the correct Avaya hardware, software, or service.


Client Environment Evaluation

Speaker Notes/Script: On this slide, we will be evaluating the current environment of a sample healthcare

client. During your discovery conversations with the client, you would have determined the client’s existing hardware, software, services, and how well each are meeting the client’s needs. Click on each title or picture to see a summary of the customer’s existing environment and the analysis of how well it is matching the customer’s needs. After viewing the details for each topic, use the forward arrow to continue.

Current Environment Prior to the acquisition, the client had a main office with a legacy DEFINITY system

and multiple local offices with Nortel systems. A regional office was added after the client acquired a new company, and that location has a Cisco system.

The client has a Polycom video network between their main office and regional office.

Each of the offices has its own voice mail system. Contact with remote or mobile users is by way of cell phone or “smartphone”. Analysis Although the systems at each location operate well individually, the systems are

not integrated into a single communication environment and are costly to manage and operate.

The local offices are not integrated with the regional office, the main office, or other local offices. Contacting these locations requires off-net calling.

The network doesn’t support business collaboration, and individual offices have access to more or better collaboration tools.

The client is using external, hosted services for audio and Web conferencing. The client is charged for each minute of usage and the number of conferees.

Video conferencing is by way of an overlay network and limited to collaboration between the main office and regional office. Expansion to local offices or remote users has been viewed as too expensive.

Overlapping extension numbers and mixed-length extensions have made it difficult to connect the offices with a tie-line network.

Voice mail is in a similar situation, since users cannot create a single message and send it out to users in different offices or forward email between systems.

It is often difficult to locate and contact remote or mobile users. Voice mail is frequently left in multiple mailboxes for users.


Popup 1

Speaker Notes/Script: On this slide, we will be evaluating the current environment of a sample healthcare

client. During your discovery conversations with the client, you would have determined the client’s existing hardware, software, services, and how well each are meeting the client’s needs. Click on each title or picture to see a summary of the customer’s existing environment and the analysis of how well it is matching the customer’s needs. After viewing the details for each topic, use the forward arrow to continue.

Current Environment Prior to the acquisition, the client had a main office with a legacy DEFINITY system

and multiple local offices with Nortel systems. A regional office was added after the client acquired a new company, and that location has a Cisco system.

The client has a Polycom video network between their main office and regional office.

Each of the offices has its own voice mail system. Contact with remote or mobile users is by way of cell phone or “smartphone”. Analysis Although the systems at each location operate well individually, the systems are





Popup 2

Speaker Notes/Script: Analysis Although the systems at each location operate well individually, the systems are











Opportunity Recognition

Speaker Notes/Script: Continuing with the sample client, on this slide we will be summarizing the client’s needs and the potential Avaya solutions. Click on each title or picture to see a summary of the client’s needs and potential Avaya solutions. After viewing the details for each topic, use the forward arrow to continue. Needs Identified Unification of the disparate network of local offices, regional office, and main office

systems. Build on the client‘s existing equipment and investment in capital expenditures. Centralize applications, enabling greater access and common versions across the

enterprise. Integrated applications versus existing “bolt-on“ solutions. Simplifiy dialing extensions using an enterprise-wide dial plan. Reduce costs for inter-office calling, separate overlay network, and cellular

services. Simplify contacting remote users or mobile users and improve efficiency of those

users. Potential Solution Upgrade the DEFINITY solution to an Avaya Aura® architecture with SIP-based

session management by way of Session Manager. Keep the existing systems, but integrate under the Avaya Aura “umbrella.“ This will build on their existing capital expenditures instead of replacing them. Then, over time, consolidate systems into a single unified system. Start the migration to a single, centralized management tool under System Manager. As the consolidation and migration continues, the cost

to manage the network, monitor the network, upgrade apps, and deploy new apps, will also decrease.

Create an enterprise-wide dial plan using Session Manager to compensate for the overlapping extensions and mixed lengths. This will simplify communication across the entire enterprise without requiring renumbering of the entire enterprise.

Integrate the Polycom network with the Avaya network and add new video endpoints to the Avaya network. Start the migration from a separate overlay network to a consolidated network for voice, data, and video.

Add Avaya Aura Conferencing with Web conferencing as a centralized application. In addition to providing access to more users, it reduces costs with on-net calling for conferencing, potential reduced trunking, and no additional charges for additional minutes or users.

Provide Avaya Flare™ for local offices and remote users. This will make video conferening available to more users without expanding the overlay network.

Add Message Networking to unify the multiple existing voice mail systems and allow voice mail to be sent and forwarded across multiple systems. Install Avaya Aura Messaging as a centralized application, and migrate users from existing messaging systems as budget permits.

Provide soft clients and remote access tools for remote and mobile users. This will make access to tools easier, reduce cellular costs, create a single mailbox, and offer a single number to reach mobile or remote users.


Popup 1

Speaker Notes/Script: Needs Identified Unification of the disparate network of local offices, regional office, and main office

systems. Build on the client‘s existing equipment and investment in capital expenditures. Centralize applications, enabling greater access and common versions across the

enterprise. Integrated applications versus existing 'bolt-on' solutions. Simplify dialing extensions using an enterprise-wide dial plan. Reduce costs for inter-office calling, separate overlay network, and cellular

services. Simplify contacting remote users or mobile users and improve efficiency of those

users. Click the exit button to close this window.


Popup 2

Speaker Notes/Script: Potential Solution Upgrade the DEFINITY solution to an Avaya Aura® architecture with SIP-based

session management by way of Session Manager. Keep the existing systems, but integrate under the Avaya Aura “umbrella.“ This will build on their existing capital expenditures instead of replacing them. Then, over time, consolidate systems into a single unified system. Start the migration to a single, centralized management tool under System Manager. As the consolidation and migration continues, the cost to manage the network, monitor the network, upgrade apps, and deploy new apps, will also decrease.

Create an enterprise-wide dial plan using Session Manager to compensate for the overlapping extensions and mixed lengths. This will simplify communication across the enterprise without requiring renumbering of the entire enterprise.

Integrate the Polycom network with the Avaya network and add new video endpoints to the Avaya network. Start the migration from a separate overlay network to a consolidated network for voice, data, and video.

Add Avaya Aura Conferencing with Web conferencing as a centralized application. In addition to providing access to more users, it reduces costs with on-net calling for conferencing, potential reduced trunking, and no additional charges for additional minutes or users.

Provide Avaya Flare® for local offices and remote users. This will make video conferencing available to more users without expanding the overlay network.

Add Message Networking to unify the multiple existing voice mail systems and allow voice mail to be sent and forwarded across multiple systems. Install Avaya Aura Messaging as a centralized application, and migrate users from existing messaging systems as budget permits.

Provide soft clients and remote access tools for remote and mobile users. This will make access to tools easier, reduce cellular costs, create a single mailbox, and offer a single number to reach mobile or remote users.



Lesson Summary Evaluation of current environment:

– Current solutions or environment

– Analysis

Possible opportunity:– Needs indentified

– Possible Avaya solutions

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this lesson that discussed the component matching to client challenges. Using a sample client, we evaluated that client‘s current environment by looking at

the current solution and analyzed how well that is operating. Then using that same sample client, we reviewed the possible opportunity by

looking at the client‘s needs and possible Avaya solutions. Having completed this lesson and learned about the above topics, you should now

be able to: – Evaluate the current hardware, software, or services and determine if the

client’s needs are being met, – Recognize an opportunity based on the current client environment, and – Match a client’s needs with the correct Avaya hardware, software, or service.


Speaker Notes/Script: We have finished our discussion about the matching components to client needs. Take a moment to test your knowledge and review the information covered in this lesson, by answering the following Knowledge Check questions.


Knowledge Check


Module 4 – Value of Avaya Aura®

Lesson 1 – Value PropositionLesson 2 – Avaya Aura®

Licensing and Packaging Lesson 3 – Global CompetitionLesson 4 – Overcoming Client

Objections

Speaker Notes/Script: In this module, we will be talking about the value of Avaya Aura®. There are four

lessons in this module: Value Proposition, Packaging and Licensing, Global Competition, and Overcoming Client Objections.

This lesson covers the value proposition for both the multi-server and the single-

server deployments of Avaya Aura®. Understanding the value proposition for Avaya Aura is key to helping clients recognize the overall solution value.


Lesson Objectives Explain the value proposition of Avaya Aura® in a

multi-server and a single-server deployment.

Communicate to the key stakeholders the value the components bring to their company.



– Explain the value proposition of Avaya Aura® in a multi-server and a single-server deployment, and

– Communicate to the key stakeholders the value the components bring to their company.


Value Comes From the Architecture

EnterpriseNetwork

CollaborationApps Video

AppsBusiness

AppsAvaya

New York

AvayaLondon

NortelHong Kong

SiemensFrankfurt

Contact CenterMumbai

CiscoRome

Contact CenterChicago

Usersanywhere

AvayaLondon

NortelHong Kong

SiemensFrankfurt

Contact CenterMumbai

CiscoRome

Contact CenterChicago

SIP Trunking

Avaya AuraCommunication Manager

New York

AppsIntegrated

Avaya Aura®SessionManager

Data Centers

Speaker Notes/Script: Whether we talk about cost savings, efficiency, or an improved experience for your

client’s customers and end users, the foundation of this value comes from the architecture. The picture of the left shows what many clients have right now for their communication system. With the implementation of Avaya Aura®, the client’s communication system becomes the picture on the right, which is much more streamlined, simple, and efficient.


Value Proposition

Speaker Notes/Script: Value Proposition There are four parts to the value proposition for Avaya Aura®. This architecture

provides cost reductions, efficiency, customer and end-user satisfaction, and business agility. Click on each of the tabs to learn more about the value propsition.

When you have reviewed all four parts of the value proposition, click the forward arrow to review the unique value proposition for the Avaya Aura Solution for Midsize Enterprise.


Popup 1

Speaker Notes/Script: Cost Reductions Today, more than ever, a short return on investment, or ROI, is desirable. Avaya

Aura® meets that goal with a lower total cost of ownership, or TCO. This is achieved through:

Trunk consolidation and SIP trunking. With Avaya Aura, these resources are used more efficiently by centralizing them. The greater density also gets the client a lower cost for access charges from carriers.

Minimizing administrative overhead. Administration of Avaya Aura is a centralized function. It can be done anywhere there is a skilled resource at an affordable price, thereby reducing overhead costs.

Preserving existing investment. The front-ending strategy increases the time that existing equipment can be utilized, thereby increasing its useful life and preserving the investment of otherwise outdated equipment.

Consolidating hardware and maintenance costs. The Avaya Aura architecture includes centralizing the hardware at a core data center and sharing it throughout the enterprise, reducing hardware, or CapEx, and maintenance costs, or OpEx.

Easier installation. By consolidating and centralizing applications and functions, clients simplify the deployment of applications, making it easier and saving time and money.

Single dial plan. Since Avaya Aura supports a single dial plan across multiple vendor’s hardware, users become more efficient contacting other employees, and administration is reduced and less complex.


Popup 2

Speaker Notes/Script: Efficiency In many companies, managers are being asked to do more with fewer people. The

only way to achieve this goal is to make the existing employees more efficient. Avaya Aura® supports this improved efficiency through: – Single multi-media interface and network. The Avaya Aura architecture

can provide users a single interface for all forms of collaboration: voice, video, data, and text. Eliminating the multiple interfaces simplifies collaboration and communications, making users more efficient. The architecture also supports voice, video, data, and text in a single consolidated network, thereby using the network more efficiently and effectively.

– Easier system management. System Manager provides a single interface for multiple Avaya applications in all levels of the architecture. This makes it easier for administrators to manage multiple applications and improves their efficiency.

– Updated tools. To a user, apps represent the tools they use for work. The Avaya Aura architecture, through its support of SIP, makes it easier to update applications and create custom apps in weeks versus months. Providing the latest apps and integrating custom apps gives the users the best possible tools so they can be more effective.

– Working more efficiently. In today’s corporate environment, collaboration with other employees is the standard operating mode. By providing real-time, accurate, federated presence information, Presence Services allows users to locate the right person quickly and contact that person in the best possible manner for that exact moment. This greatly reduces wasted time and improves the user’s efficiency.

– Simplifying working remotely. Some employees must work or operate remotely from the office. Others prefer to telecommute and work virtually. Avaya has specific apps to make it easier to work remotely using the hardware that the user is comfortable with, and operate from a virtual office or location. Not having to come into the office not only makes employees more efficient, but it also improves morale which makes them more effective.

– Faster installation. In order to be competitive, midmarket clients must operate at a faster pace. They do not have the luxury of a large IT staff. So the Avaya Aura Solution for Midsize Enterprise is ideal for them. It installs faster, using templates and remote implementation support. This provides the tools to their users sooner. With its single server, maintenance and upgrades are simpler and faster, giving users the latest features and the “edge” over the competition.


Popup 3

Speaker Notes/Script: Customer and End-User Satisfaction One of the keys to improving customer satisfaction is to have better end-user

satisfaction. Avaya Aura® improves end-user satisfaction and customer satisfaction through:

– Easier collaboration. The aggregation and federation of communications

and presence data makes collaboration easier and wastes less time. This reduces the frustration of locating the right person at the right time, which makes end users happier, and results in more satisfied customers.

– Improved productivity. By wasting less time collaborating, commuting to the office, and communicating, end-users improve their productivity, which translates into greater satisfaction on the job.

– Flexible apps and tools. In addition to contact centers getting flexible from apps and tools such as remote support and differentiate queue, other users get a choice of apps and tools to use. This might be different versions of soft clients for their “smartphone” of choice, or a physical endpoint versus a soft client or working in the office or remotely. The choice and flexibility of the apps and tools offered by Avaya and supported by the Avaya Aura

architecture again improves the satisfaction of the end users. – User-centric apps. Some competitive architectures base the availability of

features and apps or versions of apps on the location of the user. The Avaya architecture avoids location- or network-based features and apps, and allows the client to make the selection by individual user. This eliminates the dissatisfaction caused by some users not having access to a feature or

function, or the frustration of using different versions of apps based on the user’s current location.

– Better customer service. In addition to happier end users providing better customer service, Avaya Aura makes first-call resolution easier, and uniform customer support, from any user, easier.

All these capabilities result in improved customer satisfaction.


Popup 4

Speaker Notes/Script: Business Agility Businesses of today need to be as agile as possible so that they can respond to

changes in the business climate, mergers, acquisitions, and economic changes. This requires them to build in flexibility to any systems, equipment, or software they acquire or implement. Avaya Aura® provides them that flexibility and business agility through: – Customized apps. The combination of being SIP based and the availability

of ACE and AES “middleware” significantly simplifies the creation of customized applications. They can often be created in days or weeks versus weeks or months.

– Simple component substitution. The architecture allows the replacement of hardware or applications as needs change, new and improved hardware is available, or new technology is introduced.

– Standardized user experience. The user-centric nature of Avaya Aura permits a standardized user experience no matter where in the enterprise, or on what network, the user is located. This is in direct contrast to competitive architectures that base the features and software versions a user receives on the user’s location geographically, or in the network or server he or she is tied to. Users operating out of multiple locations find this particularly annoying.

– Independent additions and upgrades. In traditional PBX architectures and other competitive architectures, upgrading an application such as messaging requires a change or upgrade to the PBX; applications were not independent. In the Avaya Aura architecture, the apps are independent. So you can upgrade an app without requiring a change to any other application. Similarly, new apps can be added without the need to modify any existing apps.

– Universal features. Since the apps are centralized, all users are using the same version or release of the app. Without centralized apps, users might be using different releases or versions of the same application. This makes it difficult for users to develop expertise in an app, or for IT to troubleshoot issues.


Avaya Aura® Solution for Midsize Enterprise: Clear and Differentiated Value Proposition

Saves

Increase margins– less hardware, simpler designs, faster installations

Less costly to buy and own

Faster time to value with easier deployment and management

Serves

Upsell advanced UC and multi-media CC applications

New remote support tools provide enhanced visibility to system operations and maintenance

Simplifies

Same components with a reduced capacity

Much faster installations, remote installations, fewer headaches

Reduced solution complexity

Speaker Notes/Script: Avaya Aura® Solution for Midsize Enterprise or ME–Value Proposition In addition to the value proposition for the multi-server deployment of the Avaya

Aura® architecture, the Avaya Aura Solution for Midsize Enterprise, or single server deployment, also has a special value proposition. The three parts of the ME value proposition are: saves, serves, and simplifies.

It saves time and expense by eliminating many of the installation and maintenance headaches. Formerly, Avaya integrated applications each ran on their own server; now, this single-server solution makes it easier to install and maintain. With less hardware and a virtualized platform, this offer has up to 75% less hardware, and therefore it is less costly to buy. And 75% less hardware means 75% less power and cooling; therefore, it is less costly to own. In addition, the time to realize actual value is faster due to a faster deployment and easier management.

Avaya Aura Solution for Midsize Enterprise serves customers who might only need

call center functionality and want to add additional UC functionality such as collaboration or multi-media contact center at a later time. This offer also provides a number of remote-support tools to help on-going system operation and maintenance.

Finally, for this Avaya Aura offer, using virtualized applications doesn’t mean having

less functionality from the earlier Avaya components of the same name. Actually, Communication Manager, Communication Manager Messaging, Session Manager, System Manager, Application Enablement Services, Session Border Controller, and Presence Services are the exact same applications in both the single-server and multi-server deployments. This helps clients, installers, and sales associates

already familiar with Avaya Aura. However, these applications are simplified with reduced capacity, faster and remote installations, and a single-server solution that reduces complexity.


Value Statements

Speaker Notes/Script: For each key stakeholder, CxO, LOB, and IT, first click on the Important button to

learn about the topics that are important to them. Second, click on the Sample Statements button to read some sample value statements for each type of manager.

After hearing about both topics from the perspective of each stakeholder, use the forward arrow to continue.


Popup 1a

Speaker Notes/Script: CxO Listed here are some considerations for the CxO when deciding the value of the

Avaya Aura® solution proposed. Value statements that you create should address some or all of these topics. Locating the right people at the right time allows faster decision making and prompt response to news events or market shifts. A natural disaster that affects a manufacturer’s raw materials requires an immediate response, which real-time presence data enhances. Shortening the development time for a product has a major impact on a company’s market share or competitive advantage. Incorporating video for face-to-face meetings, without travel, supports this, as does eliminating travel using video demos, teletraining, and diagnostics using video. Presence and remote user tools and apps can also be used to enhance continuous development, using teams dispersed over multiple time zones. Deploying “green” solutions helps a company’s image and supports government compliance requirements. Avaya Aura is a “green” solution. Implementing it allows reduced rack space, saves energy, shortens development time, and increases responsiveness to the public pressure; all improve profitability and image simultaneously. Click the exit button to close this window.


Popup 1b

Speaker Notes/Script: CxO Sample Value Statements Listed here are some sample value statements for CxOs. Take a moment to read

through them before closing this window. Click the exit button to close this window.


Popup 2a

Speaker Notes/Script: LOB or End User Listed here are some considerations for the line of business manager when

deciding the value of the Avaya Aura® solution proposed. Value statements that you create should address some or all of these topics. Simplifying the usage of multi-modal collaboration provides productivity improvements. Similarly, offering multiple versions of one-X® Mobile allows users to continue using the hardware they prefer and are effective with. The flexibility of being as productive in the office or working remotely makes end users happier or more satisfied. Satisfying customers with first-call resolution improves agent morale. Both are expanded by Avaya Aura, and improve an employee’s feelings about the “quality of life.” Presence-enhanced collaboration tools support faster decision making by customers and employees. If customers get the information they need immediately, they can make their decisions sooner. Similarly, if managers locate the right people, at the right time, they too can make decisions faster, both of which build a loyal customer base. Multiple UC tools for remote users, supported by Avaya Aura, make locating and collaboration with remote users and remote experts faster and simpler. Video enables face-to-face meetings of geographically dispersed employees without travel. It also supports using time zones to permit continuous, “round-the-clock” development. The business climate for a company can change quickly based on natural disasters or even a news story. Presence-enhanced, unified collaboration supports efficient crisis management. Click the exit button to close this window.


Popup 2b

Speaker Notes/Script: LOB or End-User Sample Value Statements Listed here are some sample value statements for line of business managers.

Take a moment to read through them before closing this window. Click the exit button to close this window.


Popup 3a

Speaker Notes/Script: IT Manager Listed here are some considerations for the IT manager when deciding the value of

the Avaya Aura® solution proposed. Value statements that you create should address some or all of these topics. With the lower TCO from reduced OpEx, larger networks, with more apps, can be managed without increasing staff. Converging existing networks into a single voice, video, and data network expands IT control, reduces costs, and strengthens the UC tool portfolio. System Manager’s common interface for a complete UC solution will simplify management work and free up staff for other tasks. App upgrades can be done independent of other apps when new features or functions are required. Click the exit button to close this window.


Popup 3b

Speaker Notes/Script: IT Manager Sample Value Statements Listed here are some sample value statements for the IT managers. Take a

moment to read through them before closing this window. Click the exit button to close this window.


Lesson Summary Avaya Aura® architecture = value source

Value proposition for Avaya Aura:– Cost reductions

– Efficiency

– Customer and end-user satisfaction

– Business agility

Value proposition for Avaya Aura Solution for Midsize Enterprise:– Saves: time, money, time to value

– Serves: platform for UC and CC growth, remote installation and management

– Simplify: same components, reduced capacity, installations, solution complexity

Value statements:– What’s important

– Sample statements

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this lesson that discussed the Avaya Aura® value

proposition. First, we looked at the source of the overall value of the architecture. Then we discussed four areas that gave us the value proposition:

– cost reductions, – efficiency, – customer and end-user satisfaction, and – business agility.

Next, we covered the unique value proposition associated with the midmarket offer, Avaya Aura Solution for Midsize Enterprise. This included three topics: – saving, – serving, and – simplifying.

Finally, we reviewed value statements for the CxO, the LOB manager, and the IT manager. – We analyzed what’s important to them, and – then showed some sample value statements.

Having completed this lesson and learned about the above topics, you should now be able to: – Explain the value proposition of Avaya Aura® in a multi-server and a single-

server deployment, and – Communicate to the key stakeholders the value the components bring to their

company.


Speaker Notes/Script: We have finished our discussion about the value proposition for Avaya Aura®. Take a moment to test your knowledge and review the information covered in this lesson, by answering the following Knowledge Check questions.


Knowledge Check



Lesson 1 – Value PropositionLesson 2 – Avaya Aura®

Licensing and Packaging Lesson 3 – Global CompetitionLesson 4 – Overcoming Client

Objections






Lesson Objectives Inform a customer about the differences between the

Standard and Enterprise Editions.

Describe the client that is best suited for each edition.

Explain the benefits and differences of each edition to a client.

Lesson Duration: 15 Minutes


• Inform a customer about the differences between the Standard and Enterprise Editions.

• Describe the client that is best suited for each edition. • Explain the benefits and differences of each edition to the client.


Edition Introduction Two editions:

– Avaya Aura® Standard Edition

– Avaya Aura Enterprise Edition

Sold in a simple user-licensing structure.

Hardware purchased separately.

Gateway distribution depends on availability and capacity:

– Sales engineers assist in designing hardware configurations.

Many applications can be added to both editions.

Speaker Notes/Script: Avaya Aura® Editions–Introduction Avaya Aura is available in two editions: Avaya Aura Standard Edition and Avaya

Aura Enterprise Edition, which make it easy to purchase and deploy. These two software editions bring together all the functionality needed for common client situations with a simple per-user licensing structure.

Hardware, such as servers, gateways, and phones, are flexibly purchased in addition to software licenses. Different elements of the software may run on separate servers, while some elements may be combined on the same server. The Avaya Aura software and functionality remain the same regardless of hardware choices.

Gateway distribution and configuration will depend on availability and capacity needs. In addition, Avaya and Partner sales engineers assist customers in designing the right hardware configurations to meet their business needs.

Additional Avaya UC and CC solutions, including rich unified messaging, conferencing, and Web collaboration, video endpoints and bridges, speech and video self-service, and market-leading inbound and outbound multi-media contact center applications, can all be incrementally added to either Avaya Aura edition. An extensive array of certified third-party products is also available through the Avaya DevConnect ecosystem.


Standard and Enterprise Editions

Speaker Notes/Script: Standard and Enterprise Editions To learn more about the Standard and Enterprise Edition customers or new

features, click on each of the pictures or text. After learning about the clients for both topics editions and the new features with 6.2, use the forward arrow to continue.


Popup 1

Speaker Notes/Script: Clients for Standard Edition Standard edition can include all 850+ telephony features except the multi-national

gateway feature for clients with internationally deployed remote gateways. So it is perfect for any size client needing UC. However, some of the features are purchased separately from the basic licenses, or a la carte. Two of those a la carte features are Survivable Core and Survivable Remote. So for single-site clients, or multi-site clients who only need standard local survivability, or SLS, Standard Edition is ideal. Clients with budget constraints, who want to selectively provide messaging and UC apps, appreciate the flexibility of Standard Edition. They can choose which apps, when to deploy, and who to deploy to. They just pay for the licenses they need. However, TSAPI basic AES licenses, frequently used for CTI (or computer telephony integration), are included for all users. Additionally, for clients who are unsure whether they want to have desktop integration with Microsoft or IBM, and how many users they might want to provide the functionality to, Standard Edition allows that flexibility. Click the exit button to close this window.


Popup 2

Speaker Notes/Script: Clients for Enterprise Edition Enterprise Edition licenses include all of the features in the Standard Edition

licenses. So just like Standard Edition, the size of the client has no impact on the edition required. The licenses cost a little more per user, but for that small per-user cost difference, it includes many of the Standard Edition a la carte features, as well as licensing for some extra apps. Two of those Standard Edition a la carte features included with Enterprise edition are Survivable Core and Survivable Remote. These two options are considered enhanced survivability. So for clients needing this functionality at multiple locations, instead of buying these features on a per-user basis, they are included with Enterprise Edition. Additionally, a Communication Manager Messaging license is included for each Enterprise Edition user. So although Communication Manager Messaging is available for standard edition clients a la carte, it is included for Enterprise Edition clients. Clients who have decided to make the UC All Inclusive soft clients available to all users will appreciate that soft clients such as one-X® Communicator, one-X Portal, one-X Mobile, and Extension to Cellular have been included for all users, as are the desktop integration AES licenses required for Microsoft and IBM. Clients who have decided to deploy the complete Avaya Aura solution have another benefit with Enterprise Edition licenses: Session Manager connection licenses. As mentioned previously, the only way to obtain the multi-national gateway feature is to buy Enterprise Edition. Although this feature is not necessary to deploy international remote gateways, having the feature makes it easier and more

transparent to users. The last app that the Enterprise Edition client gets licenses for is Avaya Aura Conferencing, or AAC. In the case of this app, the client gets “starter licenses.” These are full-functionality AAC licenses, but they are provided in a limited number and not one for each user. So, in addition to the multi-national feature, the Avaya Aura Enterprise Edition offers licensing for several other apps. How many of those apps your client plans to use and the number of solution users will determine if it is cost justified. An upcoming slide compares Standard and Enterprise Editions and their associated costs. Click the exit button to close this window.


Popup 3

Speaker Notes/Script: New 6.2 Features With each new release, Avaya adds many new features. But many of those

features do not have universal client applicability. Listed on this slide are several of the new features available with either edition of Avaya Aura®. Presence integration with Microsoft Express and Microsoft Outlook: Presence Services will now integrate with Microsoft Express and Microsoft Outlook. This will increase the accuracy of the presence information provided by Avaya Presence Services. In this release, Avaya is continuing its effort to get SIP endpoints closer to feature parity with H.323 and digital endpoints. So SIP endpoints will now be able to have features such as group page, Team button, enhanced call pickup, enhanced call forwarding, and auto dial buttons. Frequently with the initial release of a new endpoint or series of endpoints, they must be administered using an alias or another different, but similar endpoint. For the 9400 series and the 96x1 sets, an alias is no longer required since they are now native within the 6.2 administration software. Click the exit button to close this window.


Positioning and Upselling the Edition Packages

Speaker Notes/Script: The criteria of when to propose Enterprise Edition over Standard Edition is not

based on just the number of users or features. Since the feature set is almost the same between the two editions, always have a design engineer compare the overall price using Standard Edition with a la carte additions and the Enterprise Edition. Although there are no exact rules, this slide offers some guidelines on when to propose each edition. Click on the title for each box to view and hear the details. After hearing about when you should lead with each of the editions, and you are ready to move on, click the forward button.

Lead with Standard Edition For clients that have fewer than 250 endpoints and that will utilize Standard Local

Survivability, or SLS, lead with Standard Edition and add other UC applications as required.

For clients with three or fewer sites requiring survivable remote or survivable core and having minimal collaboration requirements, lead with Standard Edition and buy enhanced survivability and collaboration a la carte.

Lead with Enterprise Edition When most users need bundled entitlements such as UCAI, desktop integration,

and CMM, lead with Enterprise Edition. If the enterprise has four or more sites that require Survivable Remote or

Survivable Core, position Enterprise Edition. If the client requires the multi-national gateway feature, Enterprise Edition will be

required. But keep in mind that this feature is not required just to have remote gateways in other countries.

When competing against Cisco CUWL (or Cisco Unified Workspace Licensing) or Microsoft Lync, the client should be expecting advanced UC apps. After verifying this expectation is correct, compete with Enterprise Edition.

If the existing client has DCS or QSIG networking activated or was a Nortel Premium license client, the client receives investment protection for Enterprise Edition. These clients are entitled to get Enterprise Edition without any additional upgrade charges, so Enterprise will cost the same as Standard.


Popup 1

Speaker Notes/Script: Lead with Standard Edition For clients that have fewer than 250 endpoints and that will utilize Standard Local

Survivability, or SLS, lead with Standard Edition and add other UC applications as required. For clients with three or fewer sites requiring survivable remote or survivable core and having minimal collaboration requirements, lead with Standard Edition and buy enhanced survivability and collaboration a la carte. Click the exit button to close this window.


Speaker Notes/Script: Lead with Enterprise Edition When most users need bundled entitlements such as UCAI, desktop integration,

and CMM, lead with Enterprise Edition. If the enterprise has four or more sites that require Survivable Remote or Survivable Core, position Enterprise Edition. If the client requires the multi-national gateway feature, Enterprise Edition will be required. But keep in mind that this feature is not required just to have remote gateways in other countries. When competing against Cisco CUWL (or Cisco Unified Workspace Licensing) or Microsoft Lync, the client should be expecting advanced UC apps. After verifying this expectation is correct, compete with Enterprise Edition. If the existing client has DCS or QSIG networking activated or was a Nortel Premium license client, the client receives investment protection for Enterprise Edition. These clients are entitled to get Enterprise Edition without any additional upgrade charges, so Enterprise will cost the same as Standard. Click the exit button to close this window.


Avaya Aura® Edition Packaging

Avaya Aura or Sipera Session Border Controller

Avaya Aura Presence Services

Unified DesktopAvaya Aura Application Enablement Services-UC

TSAPI Basic w/new R6.2 Sale TSAPI Basic w/upgrade to R6.2 Other AES licenses

TSAPI Basic w/new R6.2 Sale TSAPI Basic w/upgrade to R6.2Other AES licenses

Avaya Aura Application Enablement Services-CTI

+$35/userAvaya Aura Communication Manager Messaging

Avaya Aura System Platform

One connection license per five new or upgrade licenses +$150/connection licenseAvaya Aura Session Manager

+$25/userAvaya Aura for Survivable Remote (fka LSP)

+$25/userAvaya Aura for Survivable Core (fka ESS)

Avaya Aura Communication Manager (either Feature Server or Evolution Server)

Avaya Aura

Enterprise EditionStandard EditionAvaya Aura Release 6.2Software–all hardware and support is additional

$285-320/user$205-240/userGlobal List Price in U.S. $ depending on volume

+$60/userAvaya One-X® -UC All Inclusive

Avaya Integrated Management (as appropriate for Edition)

Avaya Aura Messaging

1 port per 50 new or upgrade Avaya Aura R6.2 licenses +$510/portAvaya Aura Conferencing Standard Edition

Avaya Aura Application Suite

Included Available for a fee Click the forward arrow to continue

Speaker Notes/Script: Avaya Aura Editions - Packaging Here is a summary of what is included with each edition. Take a few minutes to

review the chart. NOTE: Unless otherwise noted, all pricing is shown as global list price in U.S.

dollars. Refer to regional price lists for country-specific pricing. All pricing contained within, while accurate at the time of publication, should be considered as unofficial; students should verify the accuracy of all prices cited.


Lesson Summary Two editions

Standard Edition clients

Enterprise Edition clients

New features in Avaya Aura® 6.2

Positioning and upselling editions

Avaya Aura editions packaging and pricing

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this lesson that discussed the Avaya Aura®

editions. First, we discussed the fact that Avaya Aura is sold in two different editions and

that the edition selected is independent of the hardware used. Then, since it is the client needs that drive the edition selection, we discussed the

typical clients for each edition. Next we looked at the new features offered with Avaya Aura 6.2. Then we covered positioning and upselling of the editions. We provided some

examples of when you should lead with standard edition or enterprise edition. And finally, we looked at the packaging and and general pricing of each edition. Having completed this lesson, you should now be able to:

• Inform a customer of the differences between the Standard and Enterprise Editions.

• Describe to yourself the client that is best suited for each edition. • Explain the benefits of each edition to a client.


Speaker Notes/Script: We have finished our discussion about the licensing and packaging for Avaya Aura®. Take a moment to test your knowledge and review the information covered in this lesson, by answering the following Knowledge Check questions.


Knowledge Check



Lesson 1 – Value PropositionLesson 2 – Avaya Aura® Licensing and Packaging Lesson 3 – Global CompetitionLesson 4 – Overcoming Client Objections






Lesson Objectives Analyze the strengths and weaknesses of

Cisco and Microsoft.

Explain go-to-market differences between Cisco, Microsoft, and Avaya.

Evaluate and utilize the key differentiators of Avaya to address FUD.



– Analyze the strengths and weaknesses of Cisco and Microsoft, – Explain the difference between how Cisco and Microsoft go to market, and

how Avaya does, and – Then use the key differentiators of Avaya to respond to their FUD or fear,

uncertainty, and doubt about Avaya.


Go-To-Market Differentiators ‒ Overview

Cisco Avaya

Speaker Notes/Script: Go-To-Market Differentiators‒Cisco vs. Avaya Cisco and Avaya have essentially different attitudes in how to go to market. The Cisco architecture uses complex clusters of servers, which exponentially

multiplies the total cost of ownership, or TCO, as it scales. Their strategy, even with their own products, has been to “rip and replace.“

Seamless upgrading is not their selling strategy. Cisco has focused on proprietary standards, making it expensive and complicated

to move to another vendor. Avaya, on the other hand, has developed a solution that uses minimal hardware, is

scalable, cost-effective, and a “greener“ solution. We focus on providing investment protection for customers with upgrade paths

from heritage systems and utilizing existing investments. Avaya Aura® supports open standards, enabling interoperability with multiple

vendors. This all adds up to a lower TCO.


Winning Against Cisco

Key Strengths

Cisco

Key Weaknesses

Size and marketing clout

Major data networks provider

Channel

Ability to sell on roadmap and vision

Gaps/adjacent markets by way of acquisitions

Telepresence

Closed Cisco-only solution

Technology-centric architecture

Acquired innovation and disparate portfolio

High energy consumption

Significant security vulnerabilities

Server-farm approach to scale

Lacks digital phones support–rip and replace

Speaker Notes/Script: Winning Against Cisco Key Strengths Cisco is the market leader in Ethernet switches. They have an enormous installed

base and number-one marketshare, and they operate with a market-leader mentality.

As a major network provider with a massive installed base, they have a huge advantage; customers go with what they know.

Cisco has a huge network of dealers that resell or distribute their data equipment. Dealers are rewarded for selling the products from the latest Cisco acquisition.

Although they may not have specific products launched or available, they are masters at selling futures and their roadmap. Never underestimate Cisco‘s ability to get senior executives, all the way up to John Chambers, to fly in and help close a deal.

Portfolio gaps have been filled by acquisitions, such as Tandberg and WebEx. All have added to their already large installed base. Most of the Cisco products are based on proprietary standards. This essentially locks out competition and uninvited third parties.

Telepresence requires significant amounts of bandwidth and typically a separate, overlay network; both of which require additional hardware.

Key Weaknesses Cisco‘s solution is closed and inhibits other vendors; even 3rd party developers

and best-of-breed applications.

Their archictecture is technology centric. A mobile user, accessing the network through different versions of hardware/software, cannot expect to get uniform capabilities and functions.

Much of Cisco‘s UC portfolio is based on 30+ acquisitions. Each has it‘s own management system and interface. So managing them is not only difficult but also drives the TCO or OpEx higher. Similar to the multiple management interfaces, the proprietary standards, used within many of their acquired products, also drives the TCO up.

A Test Report from Tolly, issued in Septenber of 2010, documented the additional energy required to operate the Cisco endpoints and servers. You can see the estimated, annual, difference, for your client‘s endpoint configuration, in the Green Competitive Story section of the Savings Estimater, discussed later in this course.

Although the latest version of Cisco Unified Communication Manager has moved to the Linux OS, older equipment on the Windows OS or the proprietary Cisco IOS, is susceptible to attacks and has numerous VoIP vulnerabilities.

Cisco requires more servers for a basic configuration and as long as the system scales continues to require more hardware. Although the CapEx for this extra hardware could be minimzed with discounts, the longterm OpEx of supporting the management and maintenance is going to be higher.

The architecture does not support digital endpoints. They must be replaced with IP endpoints or analog devices with adapters.


Winning Against Cisco (Continued)

Open/multi-vendor

Integrated portfolio

People-centric innovation

Lowest TCO (Nemertes, 2010), 39% less versus Cisco

Secure–Linux OS, superior SBC

Technology bridging

Green–45% less energy than Cisco (Tolly, 2010)

Higher scalability (up to 250K SIP)

Flexible B5800 branch solution

*Third-party logos and content belong to the respective owners. Avaya is not an owner or licensee of the same.

Avaya Key Differentiators

versus

Speaker Notes/Script: Winning Against Cisco Key Differentators Avaya Aura® supports open standards and multi-vendor integration. Avaya‘s DevConnect program has a much broader base of CEBP, or

communication enabled business process, developers. Our open standards, and ACE and AES middleware products, offer an environment supportive to third-party development and integration into our architecture.

In contrast to Cisco‘s technology-centric environment, Avaya offers a user-centric environment. So no matter how or where users access the network, they get the same centralized, sequenced applications and functionality.

In a paper issued by Nemertes in 2010 documenting the true costs for VoIP implementations for midsize and large rollouts, the Avaya TCO was 39% less than Cisco.

In the area of security, Avaya Aura uses the secure Linux OS. We incorporate an Avaya Aura SBC, or session border controller, based on the market-leading Acme Packet software, an Avaya/Sipera SBC, or the Acme Packet Net-Net SBC. These SBCs support border security for multiple external services such as SIP trunking, hosted services, and even the Internet. The Avaya Sipera SBC also offers VPN-type functionality for remote workers.

The Avaya tradition and offers try to preseve a client‘s investment, CapEx, for as long as possible. This includes: allowing the evolution of Avaya products, to current release, from multiple releases back, and front-ending non-Avaya solutions to provide the latest UC features to older equipment.

Utilizing less hardware translates into less heating, ventilating, and air conditioning; a green alternative. A test report from Tolly, documented that 45% less energy was required to operate the endpoints and servers from Avaya.

Even with its minimal hardware requirements, Avaya Aura scales to 250,000 SIP endpoints.

The Avaya SLS branch survivability strategy has been improved with the B5800, its flexibility of deployment, and its alternative survivability option. It has also improved our branch TCO.


Go-to-Market Differentiators‒Overview

Microsoft Avaya

Speaker Notes/Script: Go-To-Market Differentiators ‒Microsoft vs. Avaya Microsoft and Avaya have essentially different attitudes in how to go to market. Microsoft, like Cisco, has a business model focused on “rip and replace“ or “forklift“

rather than a smooth upgrade/migration as solutions develop. Microsoft‘s strategy relies heavily on its market position for desktop apps, such as

IM, email, and team space. This has given them strong advocates within the IT staff. The pitch is that to add Microsoft UC would make it easier for IT to manage.

Microsoft Lync is very tightly integrated with Office, Exchange, and SharePoint. However, the proprietary nature of the architecture, such as audio codecs, makes it a closed environment and difficulty for third-party integration.

Avaya Aura® supports existing TDM, analog, and IP phones, allowing seamless upgrades that offer investment protection. Products are built to be backwards-compatible.

Avaya is focused on the experience of the end user; thanks to its years of experience developing and running mission-critical voice communications solutions with five 9‘s of up-time.

The use of open standards enables Avaya Aura multi-vendor interoperability; even with Microsoft, if need be!

In addition to the 850+ telephony features within Avaya Aura®, we offer apps for contact center, conferencing and collaboration, messaging, and integrations with third-party and best-of-breed apps.


Winning Against Microsoft

Key Strengths Key Weaknesses

Size and marketing clout

Major desktop ownership

Mindshare within IT

Cohesive integration across all Microsoft applications and Active Directory

Voice capability not proven

Gaps in availability and reliability offers

Reliance on third-party infrastructure

Closed/proprietary

Only MSFT Exchange UM support for voice mail

Limited range of mobility solutions

Contact center-basic ACD-like features

Microsoft

Speaker Notes/Script: Winning Against Microsoft Key Strengths With the proliferation of their OS, they have strength just in their overall size. The

name Microsoft also has strong brand recognition, and their marketing organization capitalizes on that and wields significant clout.

In the area of desktop apps such as email and IM, they have significant marketshare and are a market leader.

They have a strong position within IT, especially with the applications and the desktop personnel. This installed based and position within IT provides an easy in to begin a UC discussion.

They have tight integration with all Microsoft apps and Active Directory, and essentially lock out uninvited third parties.

Key Weaknesses Microsoft has minimal experience in real-time communications networks. They

offer a very minimal set of voice communication features and, like Cisco, require significantly more servers in their basic configuration and as the network scales. They define UC according to what they can do–they’re not interested in listening to their customers and then providing them with a UC solution that meets their specific needs. If they did listen, they’d struggle to provide a real UC solution.

They have gaps in their availability and reliability offers. Their servers and clients use the Windows OS, which is subject to frequent updates, and their resiliency is based on an N+N design, which requires more servers and a higher TCO.

Microsoft relies on third parties for things such as desktop phones and contact center apps.

Their environment is closed and proprietary. For Unified Messaging, the only message storage is Exchange, voice mail must

use Exchange UM, and Exchange 2010 does not support fax. Microsoft does not offer a wide range of mobility solutions such as support for

Blackberry, iPhone, and Android devices. Lync only has basic ACD-like capabilities, and as we mentioned before, they use

third parties for enhanced contact center applications.


Winning Against Microsoft (Continued)

Avaya Key Differentiators

Architecture–High Availability, centralized apps, sequenced apps

Complete UC solution with integrated management

Market-leading contact center solution

Mobility–supports “Bring Your Own Device” IT model

Flexible CEBP by way of ACE

Choice of handset devices

Unified Messaging with choice of VM stores

Avaya Professional Services and 2nd-day support

Open/multi-vendor

Protect existing investments

*Third-party logos and content belong to the respective owners. Avaya is not an owner or licensee of the same.

versus

Speaker Notes/Script: Winning Against Microsoft Avaya understands real-time communications and the requirement for five 9‘s

reliability. The apps in our architecture are centralized and sequenced. So all users get the same version of the app no matter what kind of device they use or their location within the network.

We offer a complete UC solution with Avaya apps, best-of-breed third-party apps, or a combination. Avaya apps are mangaed centrally from a single location.

Built on the call center foundation within Communication Manager, the architecture integrates with our complete, market-leading, contact center applcations.

We support almost any smartphone or PDA device, including Android and iPhone. So clients can continue to use their device of choice and not be forced to use a standard device decided by IT or the company.

Middleware software such as ACE, or Avaya Agile Communication Environment, reduces the complexity and speeds the development to link business processes and communications and create CEBPs, or Communications Enabled Business Processes.

In addition to offering analog, digital, IP, and SIP type endpoints, we also have a wide range of devices for each type of endpoint. This includes differences in number of buttons, screen size, screen type, price point, and more.

For unified messaging, clients can decide if they want their voice mail stored with their email or stored sepearately. For single-server storage we support Exchange, Domino, and Zimbra.

In addition to complete services by our Partners, Avaya Client Services offers complete support from presales through management of on-going operations. This gives the client choices and flexibility.

Avaya supports open standards and offers middleware software such as ACE and AES, or Application Enablement Services. This provides a multi-vendor environment that includes integrating with the Microsoft desktop applications.

Through solutions such as front-ending, and upgrades and migrations for hardware and software 10 or 15 years old, Avaya protects a client‘s existing capital investment and extends its useful life.

In short, since Microsoft does not offer an environment and interface like Avaya Flare™, or a choice of applications for contact center, collaboration, mobility, and unified messaging, convincing the client of the strategic importance of these apps will improve the need for an Avaya solution.


Lesson Summary Cisco:

– Strengths

– Weaknesses

– Avaya differentiators

Microsoft:– Strengths

– Weaknesses

– Avaya differentiators

Speaker Notes/Script: Lesson Summary Let’s review what we covered in this lesson that discussed the global competition

for Avaya Aura®. Although Avaya has many competitors, in this lesson we were able to take a closer look at two of them.

First we looked at Cisco. We discussed their strengths, weaknesses and then some key differentiators.

Second, we looked at Microsoft. Again we discussed their strengths, weaknesses and then some key differentiators.

Having completed this lesson, you should now be able to: – Analyze the strengths and weaknesses for Cisco and Microsoft. – Evaluate Avaya’s key differentiators.

Remember that competitive information is continually changing and requires continuous study. The competitive information contained in this training was current at the time of release, but it should be re-verified before using. For the latest information on competition, go to the Competitive Intelligence section of the portal.


Speaker Notes/Script: We have finished our discussion about the global competion for Avaya Aura®. Take a moment to test your knowledge and review the information covered in this lesson, by answering the following Knowledge Check questions.


Knowledge Check



Lesson 1 – Value PropositionLesson 2 – Avaya Aura ® Licensing and Packaging

Lesson 3 – Global CompetitionLesson 4 – Overcoming Client

Objections

Speaker Notes/Script: In this short lesson on overcoming client objections, we will look at the Avaya

Client Services‘ offerings and the Avaya Aura® Savings Estimator. Some clients will find comfort in knowing that Avaya Client Services is available to support not only their conversion to this new architecture, but also for on-going operations. So understanding the breadth of the Avaya Services offers might be key to overcoming some client objections.

Savings is the basis for ROI, and is important in satifying client objections. To begin calculating your client‘s potential savings, the Avaya Aura Savings Estimator is a great starting point. An introduction to this unique tool will be the subject of the second half of this lesson.


Lesson Objectives Describe the Avaya Service offers.

Explain the purpose and features of the Avaya Aura® Savings Estimator.



– Describe the Avaya Service offers and the breadth that they cover. – And explain the purpose and features of the Avaya Aura® Savings Estimator

and its role in the process of calculating return on investment, or ROI, for a client.


Advanced Applications

Conceive-Develop-Implement

InnovativeSolutions

Operations Services

ITIL Aligned

Complete Communications

Outsourcing

Standardized Services to Custom Fit

Best-in-ClassPlatform and Portal

Hosted: Applications

Operate: Maximize availabilitywith efficient processes

Monitor: Stay informedof your system performance

Optimize: Deliver agreedservice level targets

Video Data UC CC

Professional Services

Plan and Design

Developand Integrate

Test, Train,and Deploy

Optimize

Video Emerging TechnologyUC Data

NetworkingContact Center

Support Services

Design, implement, support, and manage the world’s most complex real-time business collaboration systems.

Avaya Client Services Vision

Speaker Notes/Script: • Avaya Client Services, formerly known as Avaya Global Services, offers a full

suite of award-winning services to plan, design, implement, support, and operate your communications infrastructure. Partners have the option to use any of the individual offers, as required, for their clients. This complete suite of services is split up into the four services shown on this slide: Avaya Professional Services, or APS; Global Support Services, or GSS; Avaya Operations Services, or AOS; and Advanced Applications. Let’s look at each of these four services in a little more detail.

Avaya Professional Services helps clients transform their communications solutions into business improvement tools for employee, supplier, and vendor interactions. From the initial planning and design to implementation and ongoing optimization, Avaya Professional Services shows clients how to get the most out of their investments. Using Avaya Professional Services, clients can improve business productivity by tackling their communications challenges‒such as reducing total cost of ownership, mitigating risk, and increasing efficiency. Avaya combines horizontal, vertical, and technology expertise with extensive experience, enabling Avaya to bring industry best practices to clients’ organizations and drive measurable business results.

Global Support Services, as the recognized leader in the development and delivery of innovative collaborative solutions, understands that consistently delivering quality collaborative capabilities to clients and employees requires that all elements of an enterprise’s environment work together and deliver expected results.

Avaya enables enterprises to meet these challenges head-on through Support Advantage, a new holistic global support offer for new products and upgrades.

Through Support Advantage Preferred Support, clients will experience: – 74% reduced risk of experiencing a major system outage, – 99% resolution of system-generated alarms without dispatch, – 85% faster response times on major alarms by way of Web ticketing, – and a modular menu of services, providing choices to address specific needs. – Avaya Operations Services is a portfolio of ITIL, or IT Infrastructure Library,

aligned Communications Managed Services that can help you to help your clients address a variety of business and operational challenges. These managed services support the entire Avaya portfolio, as well as multi-vendor applications, and are available globally. These services are delivered to meet the clients needs. It is all about their path, their pace, and their choice. Avaya Communications Managed Services provide a way for our clients to reduce costs, reduce risks, and simplify and maximize the performance of their communications applications. Avaya Managed Services also has the capability to provide OpEx versus CapEx models and can support migration to new technology along with SLA’s through Communications Outsourcing Solutions, which allow customization of any of the standard Managed Services delivered by Avaya Operations Services.

All of the Avaya Managed Services are supported by an industry-leading management platform that provides powerful and customizable Web tools and dashboards for both our clients and partners. • Advanced Applications focuses on delivering innovative approaches to solve

client communications challenges. As part of both the Professional Services and the Emerging Products and Technology groups, the team is in a unique position to conceive, develop, and implement custom applications to serve unique business requirements of specific clients AND new applications to feed Avaya’s innovation pipeline. Both enable Avaya to quickly engage with clients to offer solutions that build on emerging industry and client trends including social media, mobility, virtualization, and the “next-generation” contact center.


Avaya Aura® Savings Estimator

Speaker Notes/Script: Avaya Aura® Savings Estimator The process of cost justifying your client’s potential solution, or prospecting for potential clients, might start with an estimate of potential savings from an Avaya Aura UC or CC solution. The savings estimator tool was designed specifically with that in mind. The tool is available through the portal under the Customer Engagement section of Sales Enablement. Click on each title or picture to learn more about the purpose and features of this unique tool that is available to Avaya Partners and associates. After viewing both the purpose and features, click the forward arrow to continue.


Popup 1

Speaker Notes/Script: Purpose Return on investment, or ROI, uses potential savings as a foundation. Estimating a

client’s potential savings is easier with the Avaya Aura Savings Estimator. The tool serves as a starting point for calculating a client’s potential savings from an Avaya UC or CC solution. It utilizes data from industry standards, benchmarking, and customer data.

Additionally, using the Tolly report discussed previously in this course, the tool helps you quantify the difference in energy and operational costs of specific Avaya versus comparable Cisco endpoints.

Savings is organized into savings for UC and savings for CC. For UC, it includes savings from areas such as centralized trunking, on-net calling, tail-end hop-off, SIP trunking, administration, and on-going support. For CC, it includes savings from areas such as inbound voice, outbound voice, email, Web chat, reporting, reduced attrition, and improved margin.


Popup 2

Speaker Notes/Script: Features The tool supports UC-only solutions, CC-only solutions, or UC and CC solutions. You can start an analysis with just a few pieces of information such as number of

employees, number of locations, industry, and company profile. Although the tool is optimized for clients with 2400 or more employees, it has been successfully used for smaller clients by removing areas of savings that are not applicable.

The tool can be adjusted to support different currencies, exchange rates, and regionalized company profiles. So it can be used effectively across the globe.

As mentioned previously, your initial inputs allow you to start the analysis. Then, you customize the information to improve the accuracy of the savings estimate. Each area of savings permits a drill down into the assumptions on which the analysis is based. Using the information from your discovery conversation with the client, you can make specific adjustments and improve the accuracy of the analysis. Your client is always going to be different from the default. Your client might have more or fewer E1 trunks, use more or fewer conferencing minutes, pay more or less for lines, pay more or less for headcount, and so on. You can also eliminate any areas of savings that do not apply to your client. In short, you can make the analysis as accurate as you want and have client data to support.


Lesson Summary Avaya Client Services offers:

– Avaya Professional Services or APS

– Global Support Services or GSS

– Avaya Operations Services or AOS

– Advanced Applications

Avaya Aura® Savings Estimator:– Minimal input to start

– Monetize “green” advantage over Cisco

– Supports UC and CC

– Completely customizable

– Utilize globally

Speaker Notes/Script: Lesson Summary Let’s review what we have covered in this lesson that discussed overcoming client

objections. The availability of Avaya Client Services offers and the cost savings of the solution might be key to addressing a client‘s concerns and objections.

First we looked the four general offers from Avaya Client Services which was previously called Avaya Global Services. The four offers were: – Avaya Professional Services or APS, – Global Support Services or GSS, – Avaya Operations Services or AOS, and – Advanced Applications.

In the second half of this lesson we took a quick look at the Avaya Savings Estimator. – First we learned that it required very minimal input to create a basic

calculation. – Next we saw that it also has the ability to quantify the “green“ advantage

Avaya has over Cisco. – The we discussed that it supports both UC and CC solutions. – And finally, we learned about the ability to customize the calculation. The

more specific customer information provided, the greater the accuracy of the calculation.

Having completed this lesson, you should now be able to: – Describe the Avaya Service offers and the breadth they cover. – And explain the purpose and features of the Avaya Aura® Savings Estimator

and its role in the process of calculating return on investment, or ROI, for a client.


Speaker Notes/Script: We have finished our discussion about overcoming client objections for Avaya Aura® using Avaya Services and the Savings Estimator. Take a moment to test your knowledge and review the information covered in this lesson, by answering the following Knowledge Check questions.


Knowledge Check


Module 5 – Resources and Course Summary

Lesson 1– Resources and Course Summary

Speaker Notes/Script: The final module of our overview course on Avaya Aura® contains a single lesson

covering some additional resources as well as a summary of the topics covered in this course.


Resources Partner and Sales portal

– Products A to Z:

• Avaya Agile Communication™ Environment

• Avaya Aura® Application Enablement Services

• Avaya Aura Communication Manager

• Avaya Aura Presence Services

• Avaya Aura Session Border Controller

• Avaya Aura Session Manager

• Avaya Aura System Manager

• Avaya Aura Solution for Midsize Enterprise

• Communication Manager Messaging

– Avaya Competitive Portal (formerly CRC)

– ROI TCO Navigator (under Sales Enablement)

– Avaya Aura Savings Estimator (under Sales Enablement)

– Services A to Z

support.avaya.com - documentation

Speaker Notes/Script: Resources One of the best places to get more information is the Partner or Sales portal.

– For product information, go to “Products A to Z” for any of the products listed on the screen. Under each product, you will find a “Sales Collateral and Tools section.

– Competitive information changes continually. The most current information can be found on the “Avaya Competitive Portal“ (formerly CRC, or Competitive Resource Center); which is accessible from the Sales or Partner portal under the “Competitive Intelligence” category.

– For ROI information, go to the “ROI TCO Navigator“ under the “Sales Enablement” category.

– For Savings Estimator information, go to “Avaya Aura Savings Estimator” under the “Sales Enablement“ category.

– For information and details on Avaya Client Services offers, go to “Services A to Z.”

Solution documentation can be found at support.avaya.com. – For your convenience and because there are so many support tools, links,

and organizations, a separate support document was created. It can be found on the Course Description page for this course under student materials.


Course Topics Review This course provided an overview of the Avaya Aura® architecture.

Topics covered in this course include: – The purpose and features of the Avaya Aura architecture and its components

– The market for Avaya Aura

– The client’s business challenges

– Matching components to needs

– The value proposition for the Avaya Aura architecture

– Licensing and packaging

– Global competition

– Overcoming the client’s objections

– Support and additional resources available

Speaker Notes/Script: This course provided an overview for the Avaya Aura® Architecture. Topics covered in this course included:

– The purpose and features of the Avaya Aura architecture and its components – The market for Avaya Aura – The client’s business challenges – Matching components to needs – The value proposition for the Avaya Aura architecture – Licensing and packaging – Global competition – Overcoming the client’s objections

– Support and additional resources available


Thank You

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Speaker Notes/Script: Thank you for taking course, number 2U00146W–Selling Avaya Aura® for UC

Solutions. Remember that: – The revolutionary and evolutionary Avaya Aura architecture is key for any

business that wants a next-generation communications solution that enables people-centric collaboration.

– Whether you are supporting new or existing clients, understanding the components, purpose, features, and benefits is essential knowledge. Using the knowledge gained from this course, you should be able to assist your clients in visualizing the integration and savings associated with our flagship architecture.

2u00146w with notes avaya aura

Documents

session border controllers

session border controller

advanced uc functions

b5800 branch gateway

knowledge check questions

microsoft office communicator

avaya auracommunication manager

media contact center