extra report on avaya q2 2010

S P E C I A L E D I T I O N

AN INDEPENDENT REPORT PUBLISHED BY TELECOM RESELLER TM, INC.

Second Quarter 2010 AVAYA NEWS • PARTNER NEWS • DEVCONNECT NEWS telecomreseller.com/avayaextra

LeadershipAVAYA IP OFFICE5

RODMANPage 16

HELP DESKPage 22

Gartner: Avaya leads industryBy Ray Horak, Technology Editor

Avaya recently announced that the com-pany was positioned as a Leader in the recently-published Gartner Magic

Quadrant for Contact Center Infrastructure, Worldwide, which positions vendors with respect to two key criteria: ability to execute along the vertical axis and completeness of vision along the horizontal. The quadrants are:• Market Leaders demonstrate strength and can affect market

trends in all the criteria on which they are evaluated. They tend to have broad geographical coverage across the globe, or particular strengths in one or more key global markets.

• Challengers demonstrate an understanding of the market and often possess a complete product portfolio and a strong mar-ket presence. However, they have not shown an understand-ing of market direction or are not well-positioned to capitalize on emerging trends.

• Visionaries display healthy innovation and a strong potential

to influence the direction of the market but are limited in execution or track record. Typically their products and market presence are not complete or established enough to challenge the leaders.

• Niche Players often offer strong products for particular geo-graphical or vertical market subsets but demonstrate weak-nesses in one or more important areas.Avaya Aura is designed to provide the SIP-based communi-

cation services that enable unified communications and contact center solutions to be deployed to connected endpoints regard-less of the infrastructure that the endpoints reside on. “Our strategy in the contact center arena is to continue to integrate context-based services into the application layer of the Aura SIP architecture,” said Anthony Bartolo, general manager, Avaya contact center solutions. “And in doing so, we’re redefining the interaction model for higher productivity, customer satisfaction and lower costs.”

See LEADERSHIP, page 3

e911 Page 5

JOE SCOTTOon IP OFFICERelease 6.0Page 7

PROGNOSIS Page 19

ZEACOM Page 10

FAX and IP Page 11

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Telecom Reseller: Extra Report on Avaya 3 Second Quarter 2010

heaLthcare

Avaya announced new and enhanced communications solutions designed to help healthcare providers improve

the quality of patient care while increasing ROI and savings. They use unified com-munications to address processes such as care coordination and patient flow, and help ensure efficient operation.

“Addressing care coordination in healthcare is critical so nurses and clinicians can spend more time caring for patients,” said Sanjeev Gupta, general manager of Avaya’s Healthcare Solutions group. “They address these challeng-es so personnel can focus on first-class care.”

Efficient patient flow is also essential to help improve operating margins. These are automated solutions purpose-built to Mobile Device Checkout frees hospital and nursing staff from the tethers of the nurse’s station by letting them communicate and receive notifications from anywhere in a hospital using a personalized WLAN mobile device. Hospital staff members check out a mobile handset at the beginning of their shift by swiping the barcodes on the phone and ID badge. This registers the phone with a unique number, eliminating complex login procedures or the need to get a new contact number every time when coming to work.

Enhancements include role-based capa-bilities that enable, for example, a doctor to reach the lead surgical nurse, as opposed to making multiple calls to find out who is in that role in a given shift. Additionally, new built-in RFID technology lets staff keep track of associates by viewing a hospital map on a computer screen.

Avaya and healthcareNurse Call Response lets patients press

the nurse-call button to directly reach an attending nurse instead of reaching the nurse station. This improves response workflow so patients can get faster care and nurses can have a better work environment through reduced walking and more patient interaction.

Patient Appointment Reminder auto-mates outbound calls to remind patients of appointments and gain confirmation. It allows prompts or speech automation with answers to basic questions, or reaching a live agent for rescheduling.

Patient Admit Coordinator accelerates the hospital admittance process for those who have been treated in the emergency room (ER). To date the admission process has been paper-based and the stages involved can inhibit patient flow, tying up beds.

It can reduce the time it takes for ER admissions and reduce patient walk-outs. It can automate this process using voice, email or IM to notify the departments involved. %For more visit avaya.com.

LEADERSHIPContinued from page 1

In its market overview the Gartner report states, “The majority of shipped solutions are based on Internet standards includ-ing TCP/IP in telephony and SIP, which enable the systems to more readily support geographically-separate operations on a centrally-deployed system and provide for greater scale in the application platform.”

“We believe Avaya’s contact center infrastructure solutions enable companies to gain a full scope of a customer’s needs – from their historical relationship to their preferred mode of contact to their cur-rent, real-time requests,” states Bartolo.

“We will continue to extend our vision of customer service excellence with new solu-tions that address the ever-evolving needs of the customer.” According to Bartolo this vision includes the delivery of contact center solutions which can significantly enhance customer service in a cost-effec-tive manner. He adds, “An Avaya customer recently reported it was able to increase first call resolution of customer problems from 7% to 72% compared to the prior year. Another business used our solutions to integrate multiple customer service plat-forms to drive a 12 percent reduction in costs in its first year of implementation. These are types of benefits we see more businesses gaining going forward.” %For more visit avaya.com.

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e911

E911 is an essential public safety service that ensures 911 callers receive the help they need in times of crisis. However, providing softphone users with reliable support has been a challenge and has often

required manual provisioning of locations by users or telephony administrators. As an alternative 911 Enable introduced the E911 Softphone Locator (ESL), an application which helps automatically track the loca-

tions of on-campus Avaya IP Softphones for E911 purposes.

A growing number of organizations are looking to the softphones for their mobil-ity, flexibility and cost-saving potential.

Unfortunately, the increased deployment has been complicated by the ever-grow-ing body of E911 legislation. Currently 16 states have passed legislation making support obligatory for organizations oper-ating IP phone systems such as Avaya Communication Manager (ACM) and IP Office (IPO), and several more states have similar legislation in the works.

Most legislation requires organizations with IP phone systems to deliver a user’s accurate location to the correct PSAP when 911 is dialed, but determining the precise location of a softphone user is challenging. The automatic tracking technologies used for on-campus IP hard phones cannot be used for softphones, so additional solutions emerged that required users to manually enter and validate their locations each time they logged in. Having to self-provision a location at every login negatively impacts ease-of-use, which reduces efficiency and presents an obstacle to softphone adoption.

ESL allows organizations to implement softphones and meet E911 obligations. It enables automatic tracking of on-campus softphones while not requiring users to update their location when logging in. A component of 911 Enable’s Emergency Gateway (EGW), it is simple to deploy using Active Directory. Softphones may be tracked via layer 2, layer 3 or WLAN dis-covery without requiring additional input from the user or telephony administra-tor. By supporting a variety of discovery methods, enterprises have the flexibility to locate softphones using the method best suited to deployment. ESL also reduces the occurrence of provisioning errors due to manual entry, and telephony administrators benefit from lowered support demands. %For more visit 911enable.com.

E911 support for Avaya IP softphone users

911 ETC and RGTS

Rockefeller Group Technology Solution supplies dial-tone to thou-sands of business customers in New

York City. The company’s emphasis is on delivering high-quality support and service and ensuring that when a 911 call was dialed by a tenant from within an office building, emergency responders would know exactly from where that call was coming. Without an E911 solution in place RGTS realized that the safety of their clients was in jeopardy. In addition, many customers requested them to provide dial-tone to remote branch offices throughout the entire United States.

They have a mix of both Avaya and Nortel switches with over 45,000 total sta-tions. Data location for their phones already existed within a billing database. 911 ETC was able to write a custom loader to accept the data in its existing format. RGTS per-forms hundreds of MACs a day and esti-mates the Auto-MAC solution saves them hours of work daily.

See 911 ETC, page 17

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Telecom Reseller: Extra Report on Avaya 7 SecondQuarter2010

IP

IP Office traditionally had a big sweet spot of 5 to 250 or so users and still does, but Release 6.0 makes it a whole lot sweeter at the low end from 5 to 20. In recognition of the price consciousness of that subset of the SME market Avaya reduced the cost up to 40%. To do so involved considerable re-engineering that resulted in a change in form factor and a new combination card that can be substituted for the several previ-ously required to support a mix of digital, analog and IP terminals. Seat licenses for VPN phone access are in the past, with the firmware built into the phones.

According to Scotto, “IP Office is now truly viable for the <20 market. Not only will it support any combination of analog, digital and IP phones but also can emulate the Avaya Partner key system, including support for key sets (i.e. telephones). With this release Avaya is also introducing a second flavor of Essential Edition. The Partner Version installs in less than 30 minutes and delivers a robust UC experi-ence for users who want the full-on IP-PBX upgrade. With Preferred Edition and the Multi-site Option it scales to 32 nodes and 1,000 users (up from 500 in Release 5) and supports the same 1400 digital desk phones and DECT wireless phones as Aura.”

Release 5 introduced a fully-meshed multi-site network with built-in resilience that does not require any extra hardware or licenses. If a node fails or is isolated due to a network failure, the associated IP phones (and the voicemail server if it happens to be on the affected node) can re-register with another node in a high-availability failover scenario. Release 6.0 introduces enhanced voicemail redundancy through multiple networked Preferred Editions with mirrored databases providing full and instantaneous failover for high-availability applications. Note: Node failure is less than likely as IP Office 500 is a solid-state system (no spinning disks, no fans) built on proprietary hardware and software, and not easily hacked.

Release 6.0 also adds a new Office Worker solution to the User Productivity suite. This fills a gap in the previous release, which focused on much more demanding, specialized profiles such as teleworkers, mobile workers and call cen-ter agents, undoubtedly leaving the cubi-cle-bound office worker feeling somewhat neglected. It provides a visual PC interface (one-X Portal for IP Office) for voice and voicemail call control, presence, IM, audio conference control and UM.

Scotto commented, “Release 5 focused on simplicity. Release 6.0 focuses on the user experience, with the goal of bringing the benefits of UC to even the very smallest segment of the business market. UC offers improved communications, reduced human latency and response time, enhanced produc-tivity and a lot of other benefits, all of which are just as important to the smallest business as they are to the largest enterprise.”

It includes a soft bundle package (with Avaya DevConnect partners) specifically tailored for the hospitality market, along with a partner sales toolkit including cus-tomizable collateral material, case studies, DevConnect Partner recommendations and application notes. Scotto promised that future releases will spotlight a new vertical and include a full complement of marketing materials and support mechanisms. %For more visit avaya.com/small.

By Ray Horak, Technology Editor

Avaya released IP Office in 2002 as its flagship communications solution for the SME market. Since that time they added applications, increased scalability and enhanced system functionality, flexibil-ity and resiliency. Release 5 consolidated platform options, simplified UC and added web-based applications including one-X Portal for IP Office, a thin client that pro-vides workers a simpler and smoother way to manage phone communications using real-time call control, presence and call logs. That was good, but this is now. Joe Scotto, Director of Product and Solutions Marketing for the portfolio, gave me a peek at Release 6.0 and it looks to be even better.

Avaya IP Office Release 6.0

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Vuesion is a UC solutions suite developed by BBX Technologies of Richardson, Texas. Mok Bouaazzi,

Executive Director, provided us with some background. The company was formed in 1996 as a telecom software consultancy but quickly developed the concept of a software suite that would support extended states (what we now refer to as presence) and mobility. That was quite visionary in 1996, and they opened an engineering group and began to translate that vision into reality. Vuesion now comprises a suite of four modules designed to deliver UC capabilities to companies of 250 employees and below.

Unified Messaging (UM) includes voicemail and auto-attendant and deliv-ers voicemail and fax messages into the user’s email inbox. It enhances mobility with follow-me features, trusted numbers with fast voicemail access from cellular phones, and cascading message notification for multiple media.

Presence and Mobility support visual indication of employee status, text chat, screen-pop and PC-based call control for answer, park, hold and transfer.

Contact Center supports skills-based routing, database integration and screen-pop, account and transaction priority, callback number queuing, flexible queue announcements and reporting package. Windows-based desktop client software with built-in wallboards displays real-time statistics (e.g. queue length and average hold-time) and alarming for agents and supervisors.

Voice Recording supports all or specific calls, specific agents or on-demand record-ing.

Vuesion is single server, SIP-enabled, and scales from single to multisite configu-ration. Bouaazzi explained, “In a complex multisite scenario the core software resides on-premises at the primary site; remote sites interconnect via PC-based controllers. The Call Center module supports network routing not only in the form of follow-the-sun but also look-ahead and look-back (i.e. load balancing). It supports business continuity through optional cold standby; hot standby failover/failback capability is under development.”

As BBX has strategic partnerships with Avaya (Gold DevConnect Partner), NEC (Univerge Business Partner) and Siemens, Vuesion is platform portable. It is compat-ible with Avaya IP Office Release 5 and currently undergoing final certification for

Release 6. In an Avaya IP Office environ-ment it has a sweet spot in the range of 20-50 agents, according to Bouaazzi, and BBX is working towards Aura certification. It also is compatible with the NEC Neax 2000 legacy system and Univerge SV8300,

and Siemens HiPath 3000.BBX is a channel-focused company,

although a small percentage of sales are direct to national accounts. Channel part-ners typically provide first-level support for the approximately 2,000 installed

Vuesion (and predecessor OfficeVue) systems. They offer professional servic-es including design, data entry, staging and training. All support is US-based. %For more visit bbxtech.com.




One server, Power Applications

for Avaya IP Office

Vuesion Unified Communications (UC) and Contact Center are ideal product suites used to streamline business communications, improve accuracy, boost speed to resolution, and enhance overall personnel productivity. The intelligent innovation of the Vuesion product suite is that these applications all run on the same platform. This yields tremendous value since it reduces the cost of purchase and maintenance, simplifies integration and reduces the complexity of administration.

Every company strives to provide better service and better interaction with their customers. Whether it is a small work group, large enterprise, customer service, help desk or new business inquiries, most contact centers struggle to balance peak demand with available agents. Vuesion gives contact centers the visibility, features and reporting capabilities to enhance customer loyalty.

Vuesion® Multimedia Contact Center Highly scalable, robust contact center with skills based routing, delay announcements with opt-out and Callback Number Queuing, presence & wallboard software for all agents and supervisors.

Vuesion® CRM Integration Increase speed to resolution by integrating the customer’s database with Vuesion for smart routing and call coordinated screen pop.

Vuesion® Networking Single and multiple sites are supported for centralized call reporting, routing and presence across the network.

Vuesion® Out dial Automatic database out dial with contact center blending, appointment reminder and script based prompts with routing.

Vuesion® Voice Processing IVR module for prompt based routing, account number routing, agents’ voice mail, auto attendant functions, delay announcements and functions requiring voice prompts and processing. Vuesion® UC & Presence For receptionists and power users, UC delivers visibility, rich presence with IM, chat, mobility, follow-me features and desktop call control.

Vuesion® Call Logger/Recorder Flexible call logger/recorder trunk side records all calls, specific groups or agents, scheduled or random recording with a management graphical user interface.

Vuesion® Verticals In addition to contact center & UC horizontal applications, Vuesion offers specific features for vertical markets in Health Care, Automotive, Real Estate, Assisted Living and Education.

Vuesion®

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UC Multimedia Contact Center

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Announcing beta availability for

See us at Global Connect 2010 - Booth 637

Second Quarter 2010 10 Telecom Reseller: Extra Report on Avaya

sip

taske case studyZeacom and Tower

Oaisys

Oaisys announced introduction of SIP trunk recording and speech ana-lytics functionality for its Talkument

voice documentation and Tracer interaction management solutions. The solutions now integrate directly with SIP trunks to record calls. This release includes capabilities to capture call data directly from the SIP trunk including outside party number, start time and duration.

“SIP trunk services have gained traction especially in larger enterprises, and can help deliver high-quality, scalable and reliable communications in a cost-effective manner,” said Brian Spencer, president. “The ability of Talkument and Tracer to directly record SIP trunks enables us to better support enterprise-class deployments and allows our customers to enjoy the cost-savings of SIP paired with business process optimization and revenue protection benefits.”

In addition to the SIP-related improve-ments contact centers can now export call recordings based on pre-defined rules using criteria such as call duration or agent ID into speech analytics technology to examine calls and identify issues needing resolution. Organizations can use the speech analytics product that best suits their individual needs to analyze recordings and isolate those calls containing terms or phrases with significance.

“We have been closely following the evo-lution of speech analytics in the marketplace and its potential as a complementary solu-tion to our core call recording technology. We believe it has now sufficiently matured to be a useful, reliable and affordable option for our customers,” said Spencer. %For more visit oaisys.com.

Tower Life, a life, health and acci-dent insurance company that spe-cializes in providing large multi-

ple-site employers with third-party admin-istration services, has deployed Zeacom Communications Center (ZCC).

In late 2007 executives realized they needed to replace the existing call cen-ter operation with tools which end users could employ more efficiently to manage customer relationships. Implementation of a comprehensive solution improved cus-tomer self-service options, achieved greater efficiency of customer service reps (CSRs), and enhanced reporting to support future changes in self-service options, pricing and client contact management.

According to Vice President Ben Zachry, “The new system has positive-

ly affected our entire organization, well beyond our Customer Service Department. Coordination, scheduling, follow-up and technical support have been excellent.”

CSRs have increased visibility on call queues. Call routing capabilities have ush-ered in a new sense of teamwork and ser-vice has improved. IVR capabilities have provided cost control while helping callers reduce time spent on the phone for inquiries that do not require a conversation with a rep-resentative. Efficiency has been streamlined through presence capabilities which enable CSRs to see if a colleague is on the phone, on a break, or available to take a call.

Since implementation of the new system TL has reduced training time for being able to accept live customer calls by 50%. The deployment was complete over a single

Taske Contact

Taske Technology announced an update to its web-based con-tact center management software,

Contact version 8.9. The release introduces enhancements for Avaya Communication Manager customers:• Supports distributed web servers to better

manage load.• Technical enhancements manage large

contact centers more efficiently.• Configuration tool to allow importing of

agents to create users more easily.• Added more agent statistics to Desktop.• Dockable dashboard view so users can

see a concise set of statistics.• Administrators can grant agents access to

the web portal to view real-time status.• ACD monitoring and historical call

reporting.Contact is a management software appli-

cation that is easy to use and its forecasting applications help centers improve call service levels. %For more visit taske.com.

weekend, which resulted in no downtime. CSRs can efficiently manage call queues across a variety of media – phone, email, fax and web callback – directly from their desk-tops. In addition, as Zeacom software resides on a single platform, it is able to seamlessly integrate with call center applications that may have been developed in-house.

Zachry continued, “Our customers have enjoyed many benefits from a greater abil-ity to self-serve if they do not need to speak with a CSR through the option to utilize the call back feature if they happen to call during a heavy volume time. Callers are now routed to the CSR best-equipped to handle their specific question using skills-based routing, and are always automatically reverted back to the last CSR with whom they spoke, if available.” %For more visit zeacom.com.



MOREZEACOM NEWS

ON PAGE 20

Come see us at booth #335for a live demonstration


Foip update

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Fax takes its place on the IP network

Excellent unified communications platforms such as Avaya Aura go beyond existing telephony and data

communications networks to bring together voice, messaging, e-mail and voice-mail. In the drive to unify communications, how-ever, the humble fax has been somewhat overlooked, despite its business-critical role for many major international organi-sations. This situation is changing now as organisations become more aware of the pivotal role that fax servers, such as Lane’s Passport 4000, can play in fully integrating all aspects of the communications infra-structure and seamlessly exchanging docu-ments throughout the business.

Among other things, legacy back-office

systems can be linked in to allow pro-duction fax runs over IP networks and inbound faxes can be routed to appropri-ate workflows via various data capture technologies within the fax server. The fax server becomes the central document exchange hub in the enterprise; linking remote locations, integrating MFPs into the network and allowing the business to achieve compliance goals across the whole organisation.

Organisations that have or are consid-ering installing a VoIP platform such as Avaya’s Aura Communication Manager can leverage their investment and take advantage of the Fax over IP capabilities of Lane’s Passport fax server. Benefits

include:• Lower maintenance costs: Maintenance

contract costs are greatly reduced as fax traffic enters the IP environment via a gateway rather than through the PBX.

• Lower operating costs: Integration of data, voice and fax communications over the IP network network allows support resources and personnel to be focused on the data network which reduces costs.

• Easier deployment and maintenance: In VoIP/FoIP environments the location of the IP fax server is independent of the PSTN network access point. The fax processing resources simply need access to a data network, LAN or WAN where the gateway resides.

• Better disaster readiness: Fax server deployment can be reduced to one or two strategically located data centres so rapid response support is significantly reduced and the fax servers can be located in the most secure and stable environments.

• Least cost routing: Companies can route calls and faxes across their WAN so avoiding any long distance call charges and improve customer service by using local fax numbers in each country.

• Enhanced business productivity: Investment in FoIP solutions provides an opportunity to integrate communications and document management more fully into corporate workflows.

• Virtualisation: Software only FoIP solu-tions that are compliant with leading manufacturers of virtualisation software, such as Lane’s Passport Fax Server, can co-exist in a virtualised environment so reducing energy costs and expensive data centre rack space.Lane’s Passport 4000 Fax Server is

Avaya compliant tested to work with Aura Communications Manager, System Manager, Session Manager, Servers and Media Gateway to deliver a fully inte-grated fax over IP solution. As an Avaya DevConnect Partner, Lane provides direct support to Avaya channel partners to ensure seamless integration of its Fax over IP sys-tems. %For further information about Lane’s Fax over IP solu-tions and dealer support please visit us online at www.lanetelecom.com.

caLL centerPrimas and Avaya

Primas, provider of contact center pro-ductivity tools and Gold DevConnect member,, announced that LinkScope

Server is compliant with Avaya Aura Application Enablement Services. It includes screenpop and first-call resolu-tion solutions to help companies utilize CTI data in real-time for business process improvement.

The latest version provides an expanded suite of applications made possible by a database of CTI data. “The real-time nature and flexibility provides users with greater control in integrating the benefits of CTI traffic into their applications,” said Mike Mastro, President and CEO. This cer-tification helps confirm the validity of our products and our commitment to extend the value and life of the Avaya platform.”

“Companies like Primas are expanding the choices available to our customers,” said Eric Rossman, vice president, devel-oper relations. “With a broad selection of standards-based solutions that are compli-ance-tested for interoperability, businesses can use communications strategically in their operations and make critical informa-tion readily available to both clients and employees.” %For more visit primas.net.



What is your fi rst association when you hear the word “snom”?

German VoIP experts 22%

mobilecommunication 3%

sophisticated VoIP phones 70%

connections worldwide 5%

In VoIP We Trust

A current survey among our customers showed that fi rst and foremost we are known for our professionalism and the quality of our phones.

This result tells us that we are on the right course. Thank you!

What is your fi rst association when you hear the word “snom”?

German VoIP experts 22%

mobilecommunication 3%

sophisticated VoIP phones 70%

connections worldwide 5%

In VoIP We Trust

A current survey among our customers showed that fi rst and foremost we are known for our professionalism and the quality of our phones.

This result tells us that we are on the right course. Thank you!

snom’s business class phones are compliant with Avaya’s IP Office 5.0

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E S T E D

713-944-6200 • [email protected]©Copyright 2009 Spectrum Corporation. M122AE0109

INTEGRATED APPLICATIONS FOR TRULY UNIFIED COMMUNICATIONS

Datapulse is a global provider of software applications and services that improve person to person communication throughout the enterprise. Our solutions are deployed by organizations across all industry sectors to improve customer service and communications efficiency.Datapulse can offer a number of solutions for Avaya and heritage Nortel customers, which include:• Attendant operator console software• Integrated, presence enabled contact directories• Applications for IP phone screens• SaaS call accounting solutions

DATAPULSE, INC.Research Triangle Park4819 Emperor Blvd., Durham NC 27703+ 1 800 657 [email protected] • www.datapulse.com

WORKFORCE MANAGEMENT

Pipkins Inc., founded in 1983, is the leading supplier of workforce management software and services to the call center industry, providing sophisticated forecasting and scheduling technology. Its award-winning Vantage Point product enables managers to solve complicated operational issues in today’s multi-faceted call center environment. Pipkins’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide.

PIPKINS, INC.16690 Swingley Ridge Road, Suite 150Chesterfield, MO 63017Phone: 800-469-6106 www.Pipkins.com

MOH and MESSAGING SOLUTIONS

Interalia is a global leader in message delivery systems with over 250,000 customers worldwide. We deliver the most reliable solutions available, proven in existing Avaya installations: music/messaging on hold; failover when primary voicemail/IVR is offline; ACD announcements; information lines; auto attendant; and, teleconferencing.

Interalia’s solutions are easy for customers to set-up and configure themselves, scaleable and backed by our reputation for providing outstanding service. Maximize the level of service to your customers with Interalia’s effective, proven message delivery solutions.

INTERALIA INC.Learn more about our certified solutions at www.interalia.com/Products/ipromoh2010.Cliff Nywening, OEM & Technology Partnership [email protected] x 111

T

E S T E D

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AUDIO CONFERENCING


compLianceAvaya CompliantASC

ASC telecom, global provider of solu-tions to record, analyze and evaluate com-munications and Gold DevConnect member, announced that its EVOip and Marathon Evolution recording solutions are compliant with Avaya Aura Application Enablement and SIP Enablement Services 5.2.

Guenther Mueller, Chairman and CEO of ASC, said, “The certifications ensure that our clients will benefit from the full interoperability of our recording solutions for both traditional and IP infrastructures. In addition, Avaya’s standards-based plat-forms will help to incorporate new record-ing technologies easily and cost-effectively and uncover new possibilities for getting more out of communications infrastructure on an enterprise-wide basis.”

“Companies like ASC are expanding the choices available to our customers,” said Eric Rossman, vice president, Developer Relations, Avaya. “With a broad selec-tion of standards-based solutions that are compliance-tested for interoperability, businesses can use communications strate-gically in their operations and make critical information readily available to both clients and employees.” %For more visit asctelecom.com.

PlantronicsThe Calisto 210 USB Handset is compli-

ant with Avaya one-X Communicator 5.2 and Aura Communication Manager 5.2. By combining the strength of Plantronics’ audio devices with Avaya communica-tion and user productivity software, the companies are delivering complete Unified Communications solutions that help com-panies improve business collaboration and reduce operating costs.

In December 2009 the two companies extended their long-standing business and technology relationship to focus on new UC and contact center solutions. Plantronics’ portfolio of audio devices includes headsets and handsets that deliver plug-and-play connectivity and call control for solutions such as one-X Communicator and Agent.

The handset helps businesses speed UC deployments by providing end users with a familiar device for PC-based voice con-

versations. It features wideband audio and a noise-canceling microphone to optimize audio quality, and a convenient USB cable that enables immediate use with any com-puter running one-X Communicator 5.2 and Aura Communication Manager 5.2.

“Because our UC audio solutions are compliant with Avaya, businesses deploy-ing UC have the confidence of plug-and-play compatibility and the benefit of audio quality and call control functionality,” said Elizabeth Bastiaanse Hamren, vice presi-dent of Product Marketing at Plantronics. “The companies will continue to work closely together to deliver solutions that enable enterprises and contact centers to realize the real-time collaboration benefits

of UC.” %For more visit plantronics.com.

SpeakerbusSpeakerbus, developer of voice tech-

nology products such as SIP turrets, IP hoot n’ holler systems and conferencing platforms and Gold DevConnect member, announced its i turret solution is compliant with Aura SIP Enablement Services 5.2 and Communications Manager 5.2.

It helps businesses reduce backroom equipment footprint, shrinking costs, mini-mizing complexity and optimizing support skills. Speakerbus technology offers client-side conferencing which removes capital

expenditure and capacity loading on a PBX, with the added benefit of flexibility.

John Young, CTO, said, “This partnership continues to empower our customers, deliver-ing a cost-effective IP trading solution.”

One of the companies benefiting is Arbuthnot Securities, specializing in invest-ment banking. Matthew Froggatt, Group Head of IT Infrastructure, said, “Utilising Speakerbus technology in our Avaya envi-ronment has allowed us to present our trad-ers with the tools they require, wherever they are. The i turret has proved to be useful for delivering dealer capabilities over an IP infrastructure.” %For more visit speakerbus.com.

reLease 6.0Avaya UC for SMEs

Avaya IP Office 6.0, the company’s flagship communications solution for SMEs, features new UC capa-

bilities that deliver enhanced user experi-ences to employees in any location. These include collaboration tools using voice, instant messaging, presence and video to drive a more productive and flexible work-force.

It is now easier and more affordable for businesses with less than 20 employees to install and use. This enables the smallest of companies to cost-effectively implement the communications and customer service functions of larger systems.

“With IP Office 6.0 in place, small busi-nesses don’t have to sacrifice easy opera-tion in order to get the enhanced communi-cations features of large enterprises,” said Anthony Bartolo, general manager, Small and Medium Enterprise Communications. “The latest version provides SMEs with all of the next-generation collaboration tools necessary for competing more effectively.”

See AVAYA UC, page 18

UK: +44 (0) 1256 301550US: +1 (501) 227-6637Asia/Pacific: +65 6353 0555

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Avaya Aura Communications Manager™ is anoutstanding unified communications platform butwhat if you have a customer that needs a fullyintegrated fax solution to work seamlessly with it?

Lane works alongside and supports Avaya channelpartners to deliver Passport 4000, a powerful Avaya-compliant IP fax solution based on Dialogic’s provenconnectivity technology.

Fax over IP solutions from Lane allow users to leveragetheir investment in Avaya Aura CommunicationsManager™ to send and receive faxes using familiardesktop and back-office applications, to fully integrate

MFPs into their IP network and to virtualise their faxserver. All this results in much lower costs, muchgreater productivity and very happy customers.

To find out more about how Lane works with Avayachannel partners to complete the unifiedcommunications picture visit us online atwww.lanetelecom.com or call our nearest office.

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migrationStandards: transforming legacy to asset

By Jeff Rodman, Co-Founder and CTO Polycom

As we move toward unification of communications architectures, one of the big challenges that keeps

recurring is how these new abilities can be smoothly integrated without having to tear out the old systems we have been investing in for years.

It’s often hard to resist the temptation to scrap everything and start over. This is true whether you’re building a boat or writing a story, and the idea can seem no less allur-ing when you set forth to develop the next generation of communications. Trying to stay compatible with techniques that may have been created five or 10 years ago can sometimes seem more trouble than it’s worth. But the fact that those systems have been around for so long actually represents a compelling strength: being pervasive and stable, they embody a robust and reliable base of technology, and a powerful asset on which to build.

Innovation within standards often brings some of the highest user benefits – the power of Polycom’s original SoundStation

speakerphone (sometimes called the star-fish), for example, came by building its per-formance on top of compliance with one of the most pervasive standards in existence, the PSTN interface. In this same way, to help ensure that the growing panoply of UC capabilities can continue to maximize the value of full compatibility, Avaya is part of the Polycom Open Collaborative Network, or POCN. The key tenet is to ensure that customers have the advantages provided by standards-based solutions, ones that are scalable, flexible, and able to run in mixed environments and across multiple networks. And because they are standards-based, they also maximize the value of cur-rent investments.

Avaya’s Aura platform is a prime exam-ple of the power and value that using industry standards can bring even as new abilities continue to blossom. By augment-ing existing voice and video infrastructures, it takes advantage of the strengths already created by enterprises and builds on them to deliver enhanced security, capability, and

See MIGRATION, page 17

conFerencingAvaya and LifeSize

Avaya announced an agreement with LifeSize Communications, Platinum DevConnect member, to

establish interoperability between the Aura UC platform and LifeSize HD video con-ferencing systems. The combined solutions will enable broad-scale deployment of HD video conferencing and centralized man-agement and control capabilities.

Using SIP-based Aura enterprises will be able to distribute video conferencing capabilities over multiple locations in busi-nesses with multi-vendor environments. Employees will be able to collaborate with each other by video regardless of the com-munications system which serves their spe-cific location. IT will enjoy low bandwidth utilization, streamlined management and lower costs by routing video over their internal network.

“As working environments become increasingly distributed, video communica-tions provide ability to draw teams together and enable effective collaboration as part of a cohesive UC experience,” said Alan Baratz, senior vice president and president,

Global Communications Solutions, Avaya. “Our work with LifeSize and others will help make it easier and more cost-effective for companies to deploy video to employ-ees at all levels of their organization.”

Organizations that want a choice of video anywhere will benefit from the result-ing solution. LifeSize HD video can be easily deployed and is a cost-effective solu-tion delivering quality for small or large group video conferencing. Companies will be able to more broadly extend access to video conferencing to those individual workers or teams, increasing productivity and benefiting from a low total cost of own-ership. With Aura organizations can realize network savings and increased control by combining audio and video onto a single network and establishing network-aware bandwidth management policies to control usage and deliver a quality user-experience.

According to the 2010 Frost and Sullivan World Videoconferencing Endpoints Market Report, total revenues

See CONFERENCING, page 17

MIGRATIONContinued from page 16

efficiency with less cost and reduced com-plexity. By doing this without requiring extensive replacement, the result is one that benefits users, IT organizations, and even finance departments.

Aura shows how adherence to proven standards can provide Avaya and Nortel users with investment protection while still accelerating innovation and versatility. And because POCN strategy focuses on interoperable solutions, it protects custom-ers from being locked into the constraints and pricing of closed single-vendor archi-tectures. %For more visit avaya.com.


CONFERENCINGContinued from page 16

for the worldwide videoconferencing end-points market reached an estimated $1.25 billion in 2009. “As video gets increasingly incorporated into larger enterprise commu-nications suites, it is largely shifting from a point solution to integrated collabora-tion,” said Roopam Jain, principal analyst. “Moreover, mass adoption of video will largely happen through integrated applica-tions and UC solutions.” %For more visit avaya.com.

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911 ETCContinued from page 5

Additionally, E911 was implemented recently for their mobile IP users, who log into a web portal and enter their location. For customers with remote branch offices, an IP-based routing solution bypasses tra-ditional PS/ALI and can route 911 calls to 99% of PSAPs in the United States. This prevented RGTS from having to set up and purchase PS/ALI in every single state, which would have been extremely costly. It also meant they did not have to purchase local trunks in the areas where their cus-tomer branch offices were located while still being able to deliver the 911 call to the proper PSAP. %For more visit 911etc.com.

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AVAYA UCContinued from page 15

one-X Portal for IP Office lets users manage communications from a business or home office or on the road via a web browser-based interface, using a VPN and PC/phone combination. The new release adds fully-integrated instant messaging with embedded voice calling and presence, increasing the speed and responsiveness of inter-office communications among co-workers. The audio conferencing feature, which allows up to 64 parties on a single call, now provides the ability to view, add, drop and mute attendees, as well as record conference calls.

Version 6.0 also introduces video col-laboration through a new softphone appli-cation. This offers voice control features via a virtual phone on a PC or laptop, sup-porting point-to-point video communica-tions when visuals are required.

Other improvements include doubling support capacity in a multisite network to 1,000 users. This enables SMEs in a WAN to extend the benefits of communications such as extension dialing and conferencing to everyone across a business. To keep essential communications running during an outage, IP Office enhances continu-ity beyond telephony operation to include voice messaging and auto-attendant.

“Now the smallest businesses can gain access to capabilities that were previously only available to larger companies,” said Tom Roles, president, NACR, an Avaya business partner. “With IP Office 6.0 the savings in money and time are greater. For example, a price reduction in voicemail combined with the new combination card can make a difference for companies with less than 20 employees. We estimate that the programming, setup and training time provided to this segment can now be cut to half a day. This makes it much easier for business partners to deploy.” %For more visit avaya.com.

partners

NACR (North American Communications Resource) will be a major sponsor of Global Connect 2010, the first conference to bring together three of the industry’s largest user communities in an international event. It will be held April 18-22 at the Denver Convention Center.

A seven-time Avaya BusinessPartner of the Year, NACR is a provider of end-to-end communications solutions including VoIP, convergence, mobility, collaboration, uni-fied messaging and contact centers. They also offer consultative and technical sup-port including network readiness, design, implementation, testing services, remote diagnostics and resolution, maintenance, refurbishment and repairs.

Global Connect 2010 will host more than 4,000 Avaya and Nortel customers including members of the InAAU and INNUA user groups and Insight 100, a forum of users with SL-100/CS 2100 solutions. Attendees will have the opportunity to network with Avaya executives, BusinessPartners, solu-

tion specialists and other communications and IT industry experts. The conference will also feature more than 75 exhibitors and 200 breakout sessions.

According to Tom Roles, President and CEO, “User conferences provide a great

opportunity to meet with customers and demonstrate some of the added value we bring to their communications solutions.”

As a Platinum sponsor NACR will have a spacious exhibit area and offer give-aways to registered attendees who visit

their booth. They will also be a fea-tured presenter offering sessions on Speech Analytics in the Mainstream, Social Media and the Contact Center, and Voice Quality Monitoring Tools and Capabilities. %For more visit inaau.org.

NACR and Global Connect


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partnersOrange business services

Orange Business Services, an EMEA-based global provider, has completed Avaya’s Global Remote

Operations assessment. This means mul-tinational companies can rely on them for global ITIL-based Day-2 support for the complete line of Avaya products including IP telephony, contact center and unified communications.

They are a Global Avaya partner and have achieved Platinum status in EMEA and India and Gold in North America, Latin America and Asia Pacific, and can design and deploy Avaya-based solutions in over 190 countries. The Global Operations Support assessment ensures that the neces-sary infrastructure, process and systems are in place to provide effective implementa-tion and support services to customers.

The certification benefits customers because it means they can look to Orange as a single source for maintenance and operations of their Avaya infrastructure. This provides cost savings, streamlines operational support and ensures a consis-tent global deployment.

Karl Heinzelmann, senior vice presi-dent, Consulting and Solutions Integration, said, “We are pleased that Avaya has given us this certification. It shows that our cus-tomers can have confidence trusting their global Avaya deployments to us.”

“In a fast-moving global business envi-ronment, more and more companies are looking to standardize their infrastructure to get benefits like cost reduction and

faster deployment of new capabilities,” said Mark Mitchell, head of service providers – EMEA, Avaya. “With this certification Orange has proven its ability to manage Avaya products globally and help custom-ers achieve their business objectives.” %For more visit orange.com.

Merrill

Merrill & Associates, a Platinum Avaya Partner and Solutions Provider, announced they have

become an authorized Nortel Partner. Andy Sherman, Director of Sales & Marketing, said, “It is important for us to be able to serve the existing Nortel base of customers now that they are a part of the Avaya mix. We see this as an exciting addition to our portfolio and a critical part of our business strategy.”

Merrill will be able to design, sell, and implement the former Nortel product line including IP telephony, contact center, and the full suite of data products. In addition, Merrill will also be able to support legacy Nortel clients with their day-to-day needs including on-going maintenance and services.

Merrill has strategic partnerships with Cisco, Extreme Networks, Juniper Networks, NetIQ, Polycom and Tandberg. They deliver scalable, cost-effective solu-tions tailored to a customer’s communica-tions needs. They provide design, imple-mentation, testing, maintenance and techni-cal support. %For more visit merrill.biz.

diagnositics

When a provider’s VoIP service depends on data networks they may not be responsible for, it’s

vital to be able to identify conditions in real-time that affect performance, and also valuable to predict the effect of changes in the future.

With integration in mind, Prognosis recently announced incorporation of net-work diagnostics and VoIP management through a single interface, enabling provid-ers to seamlessly follow VoIP performance into the IP network. The root cause of a problem is apparent to all stakeholders across multiple-vendor platforms, and pro-viders and customers receive custom alerts and understand the impact on service deliv-ery. For service level reporting and billing purposes providers know the total number of devices, links and average performance for a customer, site or customizable entity such as a trunk group.

Providers can gain a complete view of all sites using a single instance of diagnos-tics residing outside the managed networks. It manages overlapping IP addresses and allows the networks to be grouped and ana-lyzed as peers. They have a complete view of all customers and sites, and can group or ungroup, expand and collapse the network map and correlate VoIP performance infor-mation.

Correlation of network performance with call and voice quality is available for reviewing performance as well as trouble-shooting current or past issues. This is par-ticularly true if service levels are not being met, necessitating deep analysis and corre-

Prognosislation of network performance with call and voice quality. This is where Prognosis users benefit from the network map snapshot and replay features which provide insight into how changed network conditions have affected call and voice quality over time.

The network map replay feature identifies the origin of the problem and shows how it has progressed or changed within the system. This lets the MSP see how all the components are working and whether or not they can deliver required service levels. An histori-cal view of the data network also helps with capacity planning and future-proofing.

What happens if the provider can’t obtain information from the VoIP infra-structure? If automatic discovery of net-work devices is blocked by a firewall, IP addresses can be manually seeded and will initiate discovery around them.

Filtering is a key part of the value of diagnostics, so only the network segment of interest is monitored and can be filtered by IP address, device type and vendor. The net-work map can be filtered to show the fabric between a list of IP endpoints. This informa-tion is then available in custom displays with drilldown details to help pinpoint the factors that have impaired voice quality.

Network device information can be popu-lated from multiple sources and used in the same way as VoIP management data, col-lected into a database for trend analysis and capacity planning and used for thresholding, alerting, and correlation with call and voice quality in real-time and historically. %For more visit prognosis.com.


Optimize COntaCt Center OperatiOns

From capturing customer interaction to forecasting and scheduling, TelStrat’s engage Contact Center Suite answers each major aspect of contact center operation. Engage lets you:• Capture complete customer interaction at every touch point • Streamline call times, ensure consistency, and increase quality• Elevate agent performance and training, and improve productivity• Knowledge mine call content, maximize resources, and enhance the bottom line

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Whether you’re a telemarketing firm or a small company’s support staff, even if you’re not a large contact center, you’re still the center of contact. And every aspect of your success starts and ends with how your staff engages and interacts with the people who contact your organization.

TelStrat’s Engage Contact Center Suite™ is your means to answer this challenge. Engage combines the ease and power of our award-winning call recording technology with an array of best-practice product technologies for all areas of workforce optimization. Together, these yield an easy, affordable, total recording and workforce optimization solution for any size organization. Engage Suite optimizes your operation.

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perspective and opinionNow that the dust has settled—Avaya, Nortel-SoftelBy Nancy Jamison, Jamison Consulting

Last fall I wrote an editorial piece on how Softel Communications has been a trusted partner of many com-

panies including Nortel and Avaya, provid-ing full life-cycle professional services and systems integration for IP telephony, uni-fied communications and contact centers. With over eight years of experience as a partner of Avaya and fifteen with Nortel, it can be argued they are in the top tier when it comes to having systems integration experience with the combined company.

Back in the fall we didn’t know what would happen with the product lines of the new Avaya, but now that the dust has settled customers now know a lot more to expect as the combined company’s product roadmap was unveiled. For example, IP Office will replace Nortel’s Partner prod-uct. Nortel’s Contact Center 7 will replace Avaya’s Contact Center Express. Avaya is also adopting Nortel’s entire NES data portfolio. Aura, Avaya’s core communica-tion platform for UC and the contact center, will be the flagship product. There are other nuances of the roadmap that will evolve, but that is a glimpse of what will happen product-wise going forward.

What does this mean for customers? All discontinued products will go through Avaya’s end-of-sale process, which means they will be sold and supported for a finite period of time. Customers then have the option of keeping what they have or migrat-ing to the inevitable converged products. In the interim there are a lot of choices to make.

Now that the roadmap has been estab-lished, once again Softel has a lot to offer. Their systems integration expertise equates to being able to successfully integrate lega-cy and new products from both companies as well as add value-added products of their own. They have significant experience with

helping customers with SIP-based solutions as well including Aura, and also developed tools to ease the integration between these different platforms and applications. For example, the company has developed a VoiceXML tool that easily converts lega-cy Nortel (Periphonics) VoiceXML IVR applications to the Avaya platform.

If as an Avaya or legacy Nortel customer you want to get the most out of your exist-ing communications infrastructure and the most business benefit out of upgrades and enhancements in a combined environment, it is worth checking into forming a partner-ship with an Avaya partner such as Softel who can guide you through the process,and partner with you for the long term. %

inaauZeacom showcases UC and contact center functionality

To operate at optimal levels, contact centers need tools that enable them to monitor their processes in real time –

making changes on-the-fly when necessary. At InAAU 2010 in Denver, Unified

Communications and Contact Center soft-ware provider, Zeacom, demonstrated how its unique solutions address this need, and more. A Gold-level member in the Avaya DevConnect Program, Zeacom delivers an integrated solution that monitors contact centers in real time and delivers intelligent call routing. Zeacom Communications Center (ZCC) offers businesses the tools they need to manage information, improve customer service and boost staff productiv-ity. With sophisticated computer telephony integration (CTI) based routing features, ZCC dynamically reacts to caller demands and organizes incoming calls based on user-defined parameters.

For example, whether customers submit requests over the telephone, email, fax or the Internet, ZCC queues them all and empowers contact center agents to answer each query efficiently and cost-effectively. ZCC’s Multimedia Queuing and interac-tion modules are fully integrated into a comprehensive reporting package, giving contact center managers a complete picture of agent and call activity across all contact

See InAAU, page 22

Telecom Reseller Extra Report on Avaya 21 Second Quarter 2010

uc massaging


Communications Resources Inc. (CRI) is a pedigreed messaging sys-tems integrator, having become an

Octel VAR in 1990. As Octel later merged into Lucent, which subsequently spun off the end user PBX and messaging busi-ness as Avaya, CRI maintained the rela-tionship and in 1997 deployed the first Avaya Unified Messaging solution. CRI is now a long-standing Avaya Gold Level DevConnect Member.

CRI leveraged its nearly 20 years of technical expertise to build on Avaya’s Communication Manager UC platform, developing a unique virtualized, single-server solution for Unified Communications (UC) that it dubbed CRI IS-UC (Integrated Server-Unified Communications). (Note: We reported on that in quite some detail at the time.) Paul Leatherman, CRI CTO, explained that “The IS-UC appliance-like solution began as a proof-of-concept effort designed to simplify Avaya Communication Manager 5.0, but quickly morphed into a commercial product. IS-UC yielded a 4:1 reduction in server sprawl, with all the associated savings in physical footprint, power, capex, maintenance and so on. The benefits were undeniable but, once our cli-ents got a toe in the water, so to speak, they began to express interest in a scaled-up, data-center grade solution. CRI Application Center is our answer. It is a unique answer, but we think of it as the next big step in a natural evolutionary path.”

CRI Application Center is a highly redundant, fault tolerant solution employing

multiple servers that, in a data center envi-ronment, can be racked and stacked to con-serve physical space. The processors share a Storage Area Network (SAN), which full failover and failback among mirrored serv-ers with mirrored licenses, with no require-ment for third-party software. Leatherman noted that “The yield is extreme fault tolerance, which is essential in a commu-nications-intenvise enterprise application scenario where even one dropped call or one minute of downtime is unacceptable. The corollary is considerable cost savings with no performance compromises, and any company of any size can fully appreci-ate that combination.” Leatherman went on to say that CRI’s experience as a systems integrator led it to the natural conclusion that customization should be kept to a minimum; therefore, Application Center is standard and off-the-shelf to the maximum extent possible. The servers are industry standard Dell hardware, and Avaya Media Exchange runs in a standard VMWare environment. CRI stages the platform on its premises, applying the applications licenses and configuring Application Center accord-ing to customer specifications, yielding a quick and easy turnkey solution.

In addition to being an Avaya Gold Level DevConnect Member, CRI also is a Microsoft Solution Provider, IBM Business Partner, VMware Partner and Dell OEM Partner. CRI is a channel-oriented systems integrator. Once the consulting relationship is struck, CRI works directly with the end user organization, but always keeps the channel partner advised and engaged. %For more visit crinj.com

CRI application center: The next big step

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GOING SIP?

heLp deskBy Lyhn Haller, Unified TelData, C.E.O.

Clients with 96xx series sets ask: how can they get

feature keys to appear on the first “page” of the sets?

The 46xxsettings.txt file needs to be altered. See below:

You can set this in the settings file that the phone downloads on its boot up sequence. The setting will need to be uncommented and set to 1.

## Enable/disable Feature Button on Phone

## When FBONCASCREEN is set to 1 Feature Button are also

## displayed on Call Appearance filtered screen.

## Default = 0.## Note: This feature is

available on H.323 release 3.0 for 96xx.

## SET FBONCASCREEN 0

What is Avaya one-X Mobile?Avaya one-X Mobile enhances your

remote call forward to cell phone, Avaya IP Office Mobile Twinning and Avaya Communication Manager Extension to Cellular by providing an interface on your compliant cell phone that gives users a graphical interface to use the features from the existing phone system. For example, one-X users can use system dial tone to turn on/off features as well as access outside lines from the system. This allows better tracking and more flexibility in your wire-less device.

What is Avaya Presence?In the truly intelligent presence world,

information about a person is aggregated from a multitude of devices and applica-tions and then composed to provide a robust, dynamic view of not only the indi-vidual’s availability, but potentially even location, working status or preferred mode of communication. And, that information is consumable not only by other individuals but by business applications that may be trying to reach a person to engage them in a critical business situation.

What is the difference between PROGNOSIS VoIP Monitor and Avaya VMM?

PROGNOSIS VoIP Monitor is a voice quality monitoring solution for Avaya IP telephony environments which replaces Avaya VMM.

PROGNOSIS includes all the features of Avaya VMM and adds new functional-ity including MOS calculation and network path information for every voice stream, scalability to the largest environments, and a browser-based interface to provide data to any screen.

How do I get PROGNOSIS VoIP Monitor?

From May 4, 2009, every Avaya Communication Manager PBX has included PROGNOSIS VoIP Monitor. PROGNOSIS is also available for download from http://www.voicequality.com/.


Register now to be notified of product updates and to be kept up to date with the latest news.

How many phones can I monitor with PROGNOSIS VoIP Monitor?

Every Avaya customer can use PROGNOSIS to monitor up to 250 Avaya IP phones.

How do I purchase more licenses?PROGNOSIS VoIP Monitor licenses

are available for purchase from certified resellers.

How long does it take for a UPS battery to recharge?

On average it takes 10 times the dis-charge time for the UPS batteries to recov-er. (A 30-minute battery discharge requires about 300 minutes to recharge.) After each power outage, the recharge process begins immediately. It is important to note that the load is fully protected while the batteries are recharging. However, if the batteries are needed during the recharge time, the holdover time available will be less than it would have been if the batteries were fully charged.

For more visit utdi.com Contact Lyhn Haller at 415.977.7001|Fax 415.977.7201 | [email protected]

InAAUContinued from page 19

mediums. In addition, The Rich Presence functionality in ZCC provides employees with a bird’s eye view of the whereabouts of their colleagues – providing real-time information on staff availability, regardless of their location.

One of Zeacom channel partners noted that, “Zeacom has the most amazing multi-media queuing system on the market today.” “Our Avaya IP Office and Communications Manager sales have increased significant-ly due to our ability to now lead with Zeacom’s complete UC solution in the mid-market space.”

ZCC solutions work with the following Avaya products:• IP office – An intelligent communica-

tions solution specially designed to meet the communications challenges facing small and mid-size businesses

• Communication manager – An open, scalable, and highly reliable telephony solution that provides centralized call control for a resilient, distributed net-work of media gateways and a wide range of analog, digital and IP-based communication devices

• Application enablement Services (AeS) – An enhanced set of Application Programming Interfaces (APIs), proto-cols and web services for application developers, ISVs and system integrators providing a new, open platform that supports existing applications and next generation applications and solutions. %

Visit Zeacom at Booth #201 at InAAU 2010.

Everything happens in real time.Why should your contact center be any different? TASKE Real-time provides invaluable up-to-the-second views of your contact center – giving you insight into unforeseen issues before they become unmanageable situations. Welcome to the big time, with TASKE Real-time. Take your contact center to TASKE.

Immediate insight...Thatʼs TASKE Real-time.

taske.com/bigtime

Big Time.

extra report on avaya q2 2010

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