mutare/avaya solutions overview for rocky mountain avaya user group august 8, 2007 partnering for...
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Mutare/Avaya Solutions Overview for Rocky Mountain Avaya User GroupAugust 8, 2007
Partnering for Success
Agenda
1. Mutare Background 1. Mutare Background
2..Unified Communications 2..Unified Communications
3. Business Continuity Solutions 3. Business Continuity Solutions
4. Customized Solutions4. Customized Solutions
• 17 Year Developer of Integrated Voice Applications• Over 1,000 Applications• Premier Member of Avaya’s DeveloperConnection Program
– Avaya / Lucent / Octel / VMX Heritage
• Wide variety of Applications– Classic Integrated Voice Response– Employee Productivity (Unified Messaging)– Call Processing / Workflow
• Strong International Presence• Reputation for Excellent
Service and Support
Mutare Software
Some Customers
Unified Communications
Business Continuity
Specialized Solutions
Enhanced Messaging Solutions
• Notification• Delivery• Escalation
Software Solutions to Keep Businesses OPEN!
• Preparation• Communication• Migration
Customized, Vertical & Services Solutions
• Automate Processes• Improve Service• Decrease Costs
Delivering Enterprise Communication Solutions
Mutare Software
Mutare…Enhanced Voice Messaging
Unified Communications
•Notify
•Delivery
•Escalation
•EVM DemoEnhanced Messaging Solutions
• Notification• Delivery• Escalation
NOTIFYSends notification of new messages(including Caller ID) to any email address, digital phone, PDA, etc.
Notification Message
Length of messageand name of sender.
Voice messagesent as attachment.
DELIVERYCopies Voice and Fax Messages to ANY email inbox (Exchange, Lotus, GroupWise, etc.)
Unified Messaging - EVM
Sends notification of new messages(including Caller ID) to any email address, digital phone, PDA, etc.
Notification Message
EVM Notify
Length of messageand name of sender.
EVM Delivers Voice and Fax Messages to ANY email in box (Exchange, Lotus, GroupWise, etc.)
Voice messagesent as attachment.
EVM Delivery
NotificationSetup
EVM requires NO DESKTOP SOFTWARE INSTALLATION!
DeliverySetup
Attachment Format
Web Configuration
http://evm.mutare.com/demo
Mutare EVM Demo
Customize the Visual Look
EVM in an Avaya Enterprise
Octel® 200/300Serenade
Octel® 250/350Aria
Intuity™AUDIX®
Avaya Modular Messaging
EVMEVM
EVM BenefitsEVM Benefits• Unified messaging benefits…NOW! • No desktop software deployment• Common user experience across all Avaya
messaging platforms • Facilitates migration from legacy to Modular
Messaging environment, at a flexible pace, incl. server consolidation
• Free migration to Modular Messaging• Added benefits in MM environment
– Notify for ALL messages (vs. call answer)– Only uses 1 IMAP4 client– Works with ANY email system– No desktop client
EVM Benefits with MM
Modular Messaging
• EVM Enhances MM– No desktop software deployment
• Subscriber choice – MM plug-in or EVM• User Interface is the Web
– Works with ANY email system– Leverages Mobile devices (Blackberry; Treo; Q)– Higher utilization of unified messaging with EVM– Overcomes limitations
• Only uses 1 IMAP4 client (ideal in environments with over 2,500 subscribers)
• Provides notification for ALL messages (vs. call answered messages only)
– Customizable for specific user requirements• Centralized administration
EVMEVM
Some Enhancements
• Delivery Can Be Deactivated Per User• Restrict Delivery Address @Mutare.com (Many)• SQL Database And Centralized Admin• Back Up EVM Systems• Single Sign On• “Caller ID Name”• MM 3.1 - No User MM Password Needed – Super User
Account • MM 3.1 - Automated Database Update – LDAP To MM • MM 3.1 - Automated Voice Message To Users When
Installed
Blackberry ® Considerations
• EVM Notify works with all Blackberry ® models.
• EVM Delivery– BlackBerry® Enterprise Server software
version 4.1 Service Pack 2– BlackBerry® Device Software 4.2 and later– BlackBerry® Pearl™ 8100 smartphone or
BlackBerry® 8800 smartphone
Compelling Return for EVM
• EVM applications enhance employee productivity… > 80% users report improved productivity!
• They also provide an easy ROI …
– With EVM notify, an employee can save 5 - 10 minutes/day not having to check for new messages.
– With EVM delivery, the average remote worker saves 15 minutes/day not having to listen to messages over the phone network.
– That translates to over 20 saved minutes of phone time per person, per day. At $.05 per minute, this equals $1.00 per day.
– EVM costs are typically under $15 / person.
• BOTTOM LINE: EVM pays for itself and employees get the productivity enhancements!
EVM First Year Savings
$0$2,000$4,000$6,000$8,000
$10,000$12,000$14,000$16,000$18,000$20,000
1 2 3 4 5 6 7 8 9 10 11 12
Months
Savings Investment
Modular Messaging Architecture
PBX
EVM ServerW2003
Mutare App(s)
SMTP Server
Modular Messaging
Web Server
Existing Customer Infrastructure
Database Server
MSS
MAS
EVM
Intuity Architecture
PBX
ApplicationServer
W2K / W2003 Mutare App(s)
Database Server
SMTP
Web Server
Workstation
Intuity™AUDIX®
RequiresInternet
Messaging
Alert!
Message Escalation
Modular Messaging
MSS
MAS
• Monitors selected mailboxes according to selected criteria and takes appropriate action when targeted conditions occur
– Message over “x” hours old– Message in selected mailboxes– Message from selected person(s)
• Actions can include:– Send email– Copy message to another mailbox– Send text message– Place call– Raise the national
security threat level
• Help desk, call centerapplications
Message Escalation
EVM
Mutare Business Continuity Suite
Business Continuity
• Message Mirror
•Incremental
•Full
• Message Archive
• Migration Solutions
• Emergency Event Notification
Software Solutions to Keep Businesses OPEN!
• Preparation• Communication• Migration
MM Enhancements - Message MirrorMessage Mirror
Modular Messaging System #1
MSS
MAS
Modular Messaging
Backup System
MSS
MAS
• Copies messages from System A to System B
• Performs the delete function as well
• Uses a database that maps a mailbox number on system A to system B (numbers can be different)
• Mirror can be performed on selected mailboxes only (Executives, mobile workers, etc)
• Multiple MAS systems can be backed up to a single MSS
• Supports business continuitystrategies
Modular Messaging System #2
MSS
MAS
MM Enhancements – Message Mirror
EVM
MM Enhancements - Message MirrorIncremental Message Backup (LAN Backup Buddy)
Modular Messaging System #1
MSS
MAS
Modular Messaging
Backup System
MSS
MAS
• Copies last xx hours of messages from primary MSS to EVM server
• In event of primary system failure, the following would occur:
– LAN backup is restored to MM backup system (this creates an image of the primary as of the date/time of the LAN backup.
– Messages received since last backup, stored on EVM server are copied to MM backup system, creating a near-real-time copy of the primary MM system.
Incremental Message Backup
EVM
Copies messages from one or multiple MM systems to a repository on Client’s network
In addition, a SQL database is updated with details of each message (m/b #; date; time; etc)
Web Search tool provided to for messages retrieval Used for compliance (SOX) archiving and retrieval Financial & legal applications
Message Archive
Modular Messaging System #1
MSS
MAS
ClientServer
EVM
Octel® 200/300Serenade
Octel® 250/350Aria
Intuity™AUDIX®
Avaya Modular MessagingStep #1:
Prepare mailboxes on MM system (customer)
Step #2:Prepare Legacy System - Octel requires OctelAccess Server/LAN Card - Intuity requires Internet Messaging/App Server
Step #3:Customer Provides Subscriber List
Step #4:Resets passwords on Legacy system(s)
Step #5:Copies messages retaining message status (private, urgent, timestamp, etc.)
Requirements:200/300 250/350 - OAS & LAN Card; Recent Release Loaner equipment for OA Server and LAN CardIntuity – Internet Messaging feature
Migration Services – Message Copy
Message Migration – “Silver Briefcase”
– Avaya partnering with Mutare (Avaya DevConnect) to migrate voice messages from Octel 200/300, Octel 250/350 and INTUITY AUDIX servers to Modular Messaging
Mutare Software Solutions
Specialized Solutions
• MM Password Reset
• OCtel Forms
• Message Archive
• Inmate Inquiry
• Many, Many More @ www.mutare.com
•Call your Mutare District Manager for more info
Customized, Vertical & Services Solutions
• Automate Processes• Improve Service• Decrease Costs
Password Reset – MM, Intuity, Octel•Subscribers reset their own•Web-based•Uses network-based verification•Various levels of authentication can be included•Can unlock mailbox and create random password or allow user to create one•Send email or report to admin
Modular Messaging
MSS
MAS
EVM
Password Reset
Octel® 200/300Serenade
Octel® 250/350Aria
Intuity™AUDIX®
Avaya Modular Messaging
ApplicationServer
FormsApplication
Messages
Application Migration - Forms
Voice Forms - Legacy Voice forms allow callers to
verbally respond to scripted prompts for later transcription.
Voice Forms – NEW Some data fields can be input
through caller DTMF input. These fields can be automatically written to the forms database.
Verbal responses can either be deposited in a voice mailbox, or sent to the transcription agent as an email attachment.
FormsDatabase
Some responses can automatically be input into
database
Other responses can be transcribed
by an agent into
the database
Product Recap
Powerful Message Management Tools…….EVM EVM is a powerful add-on for MM EVM can ease the transition from legacy to MM EVM works with all Avaya Messaging Platforms (Octel, Intuity, MM)
Business Continuity/Migration Services Mutare can help with moving messages and legacy applications Mutare helps remove roadblocks associated with migrating Emergency/Event Notification
Part of Disaster Preparedness plan Daily usage provides for ROI
Vertical Market and New Custom Solutions Mutare delivers cost saving, productivity enhancing custom solutions which
improve customer service, increase revenues, retain happy employees Perfect add-ons for MM and MM/OCtel Transitions
