copyright© 2002 avaya inc. all rights reserved lead sponsor sip 2003 anwar siddiqui m-h. carolyn...

Copyright© 2002 Avaya Inc. All rights reserved

Lead Sponsor SIP 2003

Enterprising with SIPAnwar Siddiqui Anwar Siddiqui

M-H. Carolyn Nguyen M-H. Carolyn Nguyen Venkatesh Krishnaswamy Venkatesh Krishnaswamy

William WalkerWilliam Walker

Presenter: M-H. Carolyn Nguyen Director, Converged Communications Applications

[email protected]+1 (202)-220-7320

sip:[email protected]

2 Avaya - LEAD SPONSOR SIP 2003

The Three Phase Evolution to Converged Communications

• Separate voice and data networks

• VoIP GatewaysBestEffort

IP QoS

ModularSystems

Integrated DistributedSoftware & Systems

Federated Services

Traditional

• Rich multimodal user experience

• Dynamic applications• Comm-Enabled Business

Processes• Built on Converged

Networks

ConvergedCommunications

• Integrated voice-data applications

• Distributed apps over either traditional or IP infrastructure

• Deploy and leverage IP infrastructure

Converged Networks


Customer Imperatives Drive Convergence

• Mobility• User control• Ubiquitous access• Any device, any process,

any network

User Imperatives

Business Imperatives• Cost reduction • Business continuity• Employee productivity• Revenue growth• Customer loyalty

• Rapid deployment of new apps and services

• Investment protection • Employee productivity, flexible

business models • Cost reduction

IT Imperatives


• Dynamic applications• Comm-enabled

business processes• Built on converged networks



SIP Enables Converged Communications

• URI Supports Multimodal Communication and Mobility

• WTI Facilitates Adding Communication Capabilities to Business Apps

• Communication Applications Become Modular & Distributed

• Services Based Framework for Communication• Integratibility of Communication Services


• Dynamic applications• Comm-enabled

business processes• Built on converged

networks


The Right Person, in the Right Place, at the Right Time, the Right Way

Existing apps

SIPendpoint

Existingendpoint

TelephonyApp Svr

TelephonyApp Svr

SIP endpoint

SIPendpoint

CommApp Svr

CommApp Svr

Existingcomm svr

Application Services

PresenceServer

PresenceServer

ContextServer

ContextServer

ServiceRegistry

ServiceRegistry

Session Services

eBusinessApp Server

eBusinessApp Server

IPendpoint


State of Convergence Today! End user view

• Converged Networks today

• Provides IP network Connectivity

• Provides High Reliability

• Software and Servers are hardware agnostic

• Open Standards are being embraced

• Networks are engineered for QOS & Security

• But …today

• Though my Phone works but multiple

• Though my Voicemail works but multiple

• Though my Email Works but multiple

• Though my IM Works but not dependable

• My HR Portal Works but limited access

• What “IF” it all worked together!

• Converged Networks today

• Provides IP network Connectivity

• Provides High Reliability

• Software and Servers are hardware agnostic

• Open Standards are being embraced

• Networks are engineered for QOS & Security

• But …today

• Though my Phone works but multiple

• Though my Voicemail works but multiple

• Though my Email Works but multiple

• Though my IM Works but not dependable

• My HR Portal Works but limited access

• What “IF” it all worked together!

Need Converged Communication Applications that

Yields Higher Productivity and Better Service

Integration


Multiple Enterprise Service DomainsIntegration of Enterprise Features across Service Domains

Access Proxy

Firewall ALG Proxy

CORE Proxy

Edge Proxy

MV Voice Feature Server (B2B

UA+ Voice UFP)

IM Server (Chat, Recording, FCC Reqs etc.)

Various App Servers

(CPL, VXML, IPTML etc.)

Presence Server (Aggregation, Rules,

Pr. gateway etc.)

avaya.com

avaya.com

avaya.com

dr.avaya.com

DOMAINDOMAIN

mv.dr.avaya.com im.dr.avaya.com tts-cpl.dr.avaya.com presence.dr.avaya.com

Add value today but now willing to give up

Open Software and System Architecture Feature equivalency

Operational Challenges Fork lifting is expensive

MultivendorBetter Service Integration

Interoperability

Add value “today” but cannot give up

Open Software and System Architecture

Feature Transparency

Operational Challenges

Fork Lifting is Expensive

Multivendor Solution is a Must

Better Service Integration with Service Providers

Interoperability Rules!


Building the Enterprise Presence Infrastructure

PresencePresenceServerServer

Presence

Presence

Query/Fetching

Query/Fetching

Presence Presence & & AvailabilityAvailability

ServerServerPresencePresenceSharingSharing

Presence

Presence &

& Availability

Availability

Query/Fetching

Query/Fetching

Various CommunicationDevice/Client/Agents/Applications/

Network/Service

CONSUMER

Hand held IP Device

IP Phone

Analog Phone

Cell Phone

IP Soft Phone

Application

PRODUCER

PresencePresence GatheringGathering

Text Mode

Speech


Using Presence for Business ContinuityEnhance the Enterprise Buddy list• Desk phone, cell phone is also part of a buddy list

• Polite calling: If phone is busy Send IM

• Presence/availability based call completion Reduced VM, call setup time and resources

Any Phone SIP, H.323, DCP, Analog,

Voicemail etc.

SIP SUBSCRIBE/NOTIFY

SIP SUBSCRIBE/NOTIFY

SP

ENTERPRISE BUDDY LIST


Adding Value to Enterprise Telephony Instant Messaging and Presence

Enterprise Telephony features + Instant Messaging/Presence

Enterprise IM/Presence Consumer IM

AOL MSN Yahoo

Wireless Carriers

IP Network

Jabber IM Server(Chat, Recording, FCC

Reqs , Gateway etc.)

IM Server

(Chat, Recording, FCC Reqs , Gateway etc.)

Presence Server

Existing IP telephony

Enterprise Communication

Server

Feature Rich Telephony

SIP IM

Softphone IM Integration

SIP IM/Presence Client

Feature

Rich Telephony

SIP IM

Softphone IM Integration

SIP IM/Presence Client

Telephony Features

Telephony Features

Any Phone(SIP, IP, digital, analog)

Endpoint IP Application


Integrating Multiple Modes of CommunicationEnhanced Conferencing

4600 IP IP Phone Digital Sets

PC Clients (Soft Phone)PC Clients

(Soft Phone)

AUDIO

IM

IrDA

1. Conferees list

2. SIP Dialogue Event State

3. Whisper an IM

IM


Improving User Control while Reducing Cost SIP Enabled Messaging

SIP Enabled Voicemail Integration with HTML

VoiceXML TTS

HTTPJohn’s Vacation Message

John’s vCard

Best way to Contact John

John

Web Page with Contact info + vCard

INVITE (Feature tag == Eric’s TUI Type)200 OK + SDP

RTP Audio+ Multi-Part MIME

Push URL

INVITE

3XX REDIRECT

EricLanguage == FR

Messaging TUI == ARIA


Improving Employee Productivity Enterprise Roaming (E-Roaming) in Virtual Enterprise

Service Provider Network Enterprise

Cellular Device Capabilities are Converging

PBX Telephony Features in

Enterprise Domain

In-building Wireless Access

Point

Enterprise Communication Server

Wireless Carrier Features in Service

Provider Domain

3G SIP

3G SIP


IP PBXExt: 74608

Call 74608

INVITE

INVITE

IM + Presence Based App

12

EC: 74608 2.5G/3G

SUBSCRIBE/NOTIFY (MWI)

Let me know about new Message from X

Rapid Deployment of New ServicesExtending the Virtual Enterprise

MESSAGE4

Call you back in 5 min

Instant M

essage

MESSAGE

3

Do u want to accept the call

Call you back in 5 min

X


Creating Customer LoyaltyLeveraging IM & Presence for Contact Center

Customer eContact Center AgentWeb Site

Browsing

IM: “How can I help you?”

• Reduced waiting time in the queue• Agent-initiated customer contact.• Unobtrusive monitoring of customer session• Timely intervention for help• Context is available.

Monitoring Events

Option: C

lick to co

mmunicate

eContact Center Agent Offers to Help


Step 1: Add VoIP Network Elements to Existing Enterprise Network

Step 2: Add Software Upgrades with SIP Features to Existing Servers and Gateways

Step 3: Deploy New SIP Based Applications and Services as needed

– Provide value added applications enabled by SIP – Provide existing feature transparency.– Users have best of both worlds. – As usage patterns evolve, migrate to a “pure” SIP topology

Evolving to SIP Based Converged Communication

End Devices

++

IP PBX Servers & Gateways

Voice Messaging

Server

Unified Messaging

Server

Current Enterprise Infrastructure

SIP UA

Redirect Server

Proxy (Stateless)

Proxy (Forking)

Registrar / Location Servers

Presence

B2B UA

Mappings from names to contacts and locations

Tracks Users Presentity

IP Phone, PC, Apps

Return new location

Route call requests

Route call requests

Feature svr, App svr


Summary

• Converged Communications is a Must to Satisfy Enteprise Needs– Convergence of networks is “necessary” but not “sufficient”

• SIP is an Enabler for Converged Communication– SIP addresses business, IT, and user imperatives

• Enterprise Applications are Inserted at Various Service Points– At the end devices (UA)– Telephony features as B2B UA– Add IM and Presence to create enhanced services– Better network service integration using SIP for extensibility

• Enterprise Will Migrate to SIP if There Are Demonstrable Values – In large enterprises, the only practical deployment choice is evolutionary– SIP solutions must interoperate with other enterprise communication services


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

FIFA Women’s World Cup 2003

copyright© 2002 avaya inc. all rights reserved lead sponsor sip 2003 anwar siddiqui m-h. carolyn...

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