Avaya Aura Application Enablement Services (AES)
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Avaya Aura Application Enablement Services (AES)

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Avaya Aura Application Enablement Services (AES)

Avaya Aura Application Enablement Services (AES)

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Avaya Aura Application Enablement Services (AES) Avaya Aura Application Enablement Services (AES) Presentation Transcript

  • © 2011 Avaya Inc. All rights reserved. Avaya Aura® Application Enablement Services (AES) 1
  • © 2011 Avaya Inc. All rights reserved. AES is a platform that enables the development of modular building blocks for advanced communication services. What is AES? AES provides: • An extensive set of protocols • Application Programming Interfaces (APIs) • Web services 2
  • © 2011 Avaya Inc. All rights reserved. 3 Intelligent Communications Embedded into the Fabric of Business VoicePortal Comm. Services Comm. Apps. Business Apps. Presence Event Integration Access Services SES AES Communication Manager • AES opens up the CM functionality • Web services are leveraged in creating communication applications • Adds communications capabilities to common desktop tools 3
  • © 2011 Avaya Inc. All rights reserved. Main Functions of AES • Enables the integration of communication and business applications • Delivers API connectors and web services • Leverages the current investment • Simplifies the implementation and serviceability options AES 4
  • © 2011 Avaya Inc. All rights reserved. What is CTI? CTI, as the term implies, is the integration of computer and telephony resources at the application level. – For consolidation of control on the desktop (PC). – For coordinated presentation to the user. In other words, by integrating the connectivity between data and voice, information about a call (or the caller) can be presented to the user in a coordinated manner. In Simpler terms……. a conduit between data and voice environments 6
  • © 2011 Avaya Inc. All rights reserved. CTI Server Site 1 Site 2 Customer Database Voice CTI The customer places a call and the ACD server routes it to a CSR.The ACD server generates an event to the CTI server that a call is alerting.The CTI server passes call information to the desktop application.The desktop application interrogates the customer database.Customer information is returned to the desktop application.The screen-pop is delivered to the CSR.The CSR selects transfer and the application sends a request to the CTI server.The CTI server instructs the ACD server to transfer the call.The ACD server makes the transfer and the call is routed to the Subject Matter Expert.The ACD server at Site 2 sends the call alerting event to the CTI server.The CTI server sends the call information to the desktop application.The process repeats itself and the screen-pop is delivered to the Subject Matter Expert. SMECSR 7
  • © 2011 Avaya Inc. All rights reserved. Communication Manager AES Telephony Web Service DMCC Service System Management Service DLG Service CVLAN Services TSAPI Service Device Media Call Control (DMCC) Telephony Services API (TSAPI) JTAPI Web Services Telephony Web Services System Management Service CallVisor LAN (CVLAN) Applications that use DEFINITY LAN Gateway (DLG) for transport *Third party logos and products belong to the respective owners. Avaya is not an owner or licensee of the same. Avaya Aura® Architecture and AES 8
  • © 2011 Avaya Inc. All rights reserved. Application Enablement Services Avaya Applications Application Enablement Services Contact Center Express Elite Multichannel Avaya Integrated Response Avaya Interaction Center Avaya Proactive Contact Avaya Voice Portal Avaya one-X™ Portal Avaya one-X™ Mobile AES provides value-add applications, supporting Avaya Aura collaboration services Avaya Aura Presence Avaya Aura Contact Center Contact Center Elite 9
  • © 2011 Avaya Inc. All rights reserved. Application Enablement Services Client Interfaces Application Enablement Services AES provides industry standard Application Programming Interfaces, supporting Avaya Aura interfaces with IBM and Microsoft Avaya Microsoft OCS/MOCS Avaya IBM Lotus Sametime Telephony Offers Avaya Microsoft Lync 10
  • © 2011 Avaya Inc. All rights reserved. Application Enablement Services with ACE, 3rd Party Developers Application Enablement Services AES provides next generation collaboration applications by integrating CM and Avaya Collaboration Environment (ACE) Avaya Aura ACE Platform 3rd Party Applications (DevConnect) 11
  • © 2011 Avaya Inc. All rights reserved. C-LAN2 C-LAN3 ProductionLAN/WAN Call Recording Applications Desktop PowerDialer Applications IsolatedLAN/VLAN Media Processor Call Center Applications C-LAN1 Avaya Communication Manager 3.0 or greater Click-to-Dial Web Portal Infrastructure • Services (APIs/Protocols) – Device, Media & Call Control (1st party) – CVLAN, DLG TSAPI/JTAPI (3rd party) • Single Operational Administration & Maintenance (OA&M) • Enhanced Application Link – Secure/Encrypted – Automatic Load Balancing – Redundancy – Transparent Failover – Resiliency (single-link) • Web Services – Telephony –System Management Application Enablement Server C-LAN4 AES Offerings /PE-Processor Ethernet 12
  • © 2011 Avaya Inc. All rights reserved. Dom0 Utility Dom AE Services Dom0 HDD Syncd’d of VA LVMs AE Server 1 (Active) AE Server 2 (Standby) Utility Dom AE Services HDD Production network Private crossover network connection Heartbeat pings Network switch All DomU’s are synced from Active to Standby node in real time Only Dom0 is running on Standby node; others are activated on failover AE Services on System Platform Automatic Failover (HA) - Overview 13
  • © 2011 Avaya Inc. All rights reserved.  Provides high level call control functionality over standard web services interfaces (SOAP/XML)  Hides complexity of Call Control  Provides the following call control functionality: – Make Call – Transfer Call – Conference Call – Disconnect Call – Answer Call  Client application does not need to deal with connections or call identifiers  Only parameters required are extension and telephone numbers  All operations are independent  Client application can add a party to a call using conference request even if the call was not originally established through the Telephony Web Service  Requires TSAPI Basic Licenses  Events are not supported Application Enablement Web Services Telephony Service 15
  • © 2011 Avaya Inc. All rights reserved. Device Media Call Control  What is DMCC?  Device and Media Control/Fundamental Third Party Call Control  Replaces CMAPI (Communication Manager Application Programming Interface) **Requires TSAPI Basic licenses and Tlink between AE Server and CM. 16
  • © 2011 Avaya Inc. All rights reserved. DMCC Service  Enables access to Avaya Communication Manager Telephony Feature Set via: – XML Protocol – Java API – .NET API – Based on CSTA III Standard  Enables Avaya, Business Partners, 3rd Party and Corporate Application Developers to access Communication Manager Telephony via the following supported CSTA Services: – Physical Device Services and Events – Voice Unit Services and Events – Call Control Services and Events** – Logical Device Services and Events** – Snapshot Services** – Monitoring Services **Requires TSAPI Basic licenses and Tlink between AE Server and CM. 17
  • © 2011 Avaya Inc. All rights reserved. AE Services integration for Microsoft Office Communications Server licensing The AE Services integration with either Microsoft Office Live Communications Server 2005 or Microsoft Office Communications Server 2007 requires the following licensing: ● AE Services Unified Desktop Edition RTU (Right To Use) Every active Microsoft Office Communicator client consumes one Unified Desktop license for the duration of the period that it has an active dialog with AE Services (every registered Microsoft Office Communicator, not only those in the call). AE Services integration for IBM Lotus Sametime licensing The AE Services integration for IBM Lotus Sametime integration requires the following licensing: ● AE Services Unified Desktop Edition RTU (Right To Use) - Every active Sametime Connect/Lotus Notes client will consume one Unified Desktop license for the duration of the dialog with AE Services. Unified Desktop Licenses 19
  • © 2011 Avaya Inc. All rights reserved. TSAPI/JTAPI License The TSAPI Service provides third party call control services. AE Services JTAPI is a client side interface to the TSAPI service, and, as such it provides third party call control as well. For TSAPI (and JTAPI), AE Services provides two types of licenses: •the TSAPI Basic Users license, and the TSAPI Advanced license. TSAPI Basic User license •often referred to as either an "agent-based license" or a "station based license." intended for applications that want to monitor a call or a station. •In the license file it is denoted as a "Simultaneous User" file. It is scaled in terms of the number of agents or stations that you want to monitor. •The TSAPI Basic User license requires that you license and enable Computer Telephony Adjunct Links on Communication Manager. The TSAPI/JTAPI Advanced License •The TSAPI Advanced License is intended for applications that launch calls (predictive dialing applications) or route calls. Provides the equivalent functionality available with ASAI Plus and also includes both CTI Station and Phantom Call functionality. •It is based on the number of CM servers you want to license and the size of the CM Platform: Small (S84xx), Medium (S85xx), and Large (S87xx). 20
  • © 2011 Avaya Inc. All rights reserved. CVLAN/DLG Licensing The CVLAN Service provides third party call control. The CVLAN Service is integrated with Avaya applications, and it is used by customer applications. ● When the CVLAN Service is used for customer applications, it includes a CM license for ASAI Core and ASAI Plus. Optionally you can license the following features on Communication Manager: CTI Stations, Phantom Calls, Adjunct Route, and Increased Adjunct Route Capacity. Customer applications must use an ASAI-IP link type on CM. This link type requires ASAI Core and ASAI Plus. ● Avaya Interaction Center (IC) requires and ADJ-IP link type. Enables Computer Telephony Adjunct Links on the CM, hence Avaya IC is the only application that can use an ADJ-IP link on CM. DLG Licensing The DLG Service includes a CM license for ASAI Core and ASAI Plus. Optionally you can license the following features on CM: CTI Stations, Phantom Calls, Adjunct Route, and Increased Adjunct Route Capacity. Customer applications must use an ASAI-IP link type on CM. This link type requires ASAI Core and ASAI Plus. 21
  • © 2011 Avaya Inc. All rights reserved. Communication Manager- ASAI Capabilities For customer-developed CVLAN and ASAI-based applications, Communications Manager must be provisioned with ASAI features. The following list describes ASAI core, plus, and optional feature levels. ASAI Core features ● Adjunct Call Control Group (for example, third party call control) ● Domain Control Group (for example, domain control of a station) ● Event Notification Group (for example, event stream for VDN) ● Request Feature Group (for example, login agent and send all calls) ● Set Value Group (for example, set message waiting indicator) ● Single Step Conference 22
  • © 2011 Avaya Inc. All rights reserved. ASAI continued…. ASAI Plus features ● Switch Classified call (Predictive Dialing) ● Answer Machine Detection (from within classified call) ● Selective Listening/Hold Note: For Communication Manager 5.1 and later, the ASAI Adjunct Route feature has changed from an ASAI Plus to an ASAI Optional feature. ASAI Optional Features ● CTI Stations ● Phantom Calls ● Adjunct Route new ● Increased Adjunct Routes 23
  • © 2011 Avaya Inc. All rights reserved. AE Services in Avaya Aura® H323 Device Avaya Aura™ Communication Manager Evolution Server Avaya Session Manager ASAI/H.323 Avaya ACETM Core Services Avaya Application Enablement Services (AES) Analog, Digital, Cell or PSTN Line Avaya Media Gateway SIP CTI (TR87) Microsoft Office Communicator Microsoft Lync/LCS/OCS Integration Avaya Aura Call Center™ SIP Device IBM Sametime Integration 100’s Custom Business Critical Applications Third Party Call Recording applications 24
  • © 2011 Avaya Inc. All rights reserved.  System Platform (6.3) Offer – Upgrade to AE Services 6.3 – S8800 (IBM x3550 M2) – Dell PE R610 (4GB RAM, 146GB HDDs, H200 RAID controller) – Dell PE R610 (6GB RAM, 300GB HDDs, H700 RAID controller) – HP DL360 G7 (12GB RAM, 300GB HDDs, P410i RAID controller) – New installs [AE Services 6.3, Machine Preserving High Availability (MPHA)] installs – New HP DL360 G7 (12GB RAM, 300GB HDDs, P410i RAID controller) Note: – System Expansion/Migration (AE Services 6.2, MPHA installs) – MPHA is supported on Dell PE R610 (6GB RAM, 300GB HDDs, H700 RAID controller)  VMware ESXi 5.0/5.1 offer  Software only offer (hardware/OS requirements) – 3.0 GHz processor/s Pentium IV or higher with a minimum of 2GB RAM – 60GB disk space with at least 7200 rpm and CD/DVD ROM drive – 100BaseT NIC and an optional Red Hat Enterprise v5 Compatible Modem – Red Hat Enterprise Linux v5 update 8 (32 bit)  Hardware Bundled offer (upgrade only) – S8510 (Dell 1950 V3) AES Deployment Offers 25
  • © 2011 Avaya Inc. All rights reserved. Avaya Aura® on VMware Release Capacity vCPU Virtual Virtual Storage (GB) Minimum CPU Speed (GHZ) (users) (virtual CPU) Memory (GB) Application Enablement Services 6.2/6.3 4K Endpoints or 4 4 20 2.4 20K MOC/LCS 2.4K Endpoints or 12K MOC/LCS 2 2 20 2.4 Avaya Aura virtual appliance (VE) Avaya Aura Appliance Application Enablement Services VMware HA (cold reboot) supported Fast Reboot High Availability (FRHA; cold reboot) or Machine Preserving HA (MPHA) (hot standby) supported via System Platform Avaya Aura®® Virtualized Environment Application Enablement Services VM Resources Key Feature Difference Between Appliance and VE 26
  • © 2011 Avaya Inc. All rights reserved. Application Enablement Services 6.3 Implementation Options  AES on System Platform provides: – Avaya Common Server (Dell R620) – System Platform – Red Hat Enterprise Linux 5 update 7 Operating System – AES Software  VMWare ESXi 5.0/5.1 offer – Compatible with VMware High Availability feature  Software Only – The Software Only option requires the customer to provide the server and the OS and does not support the automatic failover feature in AES  AES Hardware Bundled Software (Upgrade only) – Existing customers with 4.x, 5.x – Upgrade to AES 6.2 with Avaya S8510 Server (no hardware change) – Dell 1950 v3  Avaya Aura® Solution for Midsize Enterprise (ME) – Note: Reference the previous AES Deployment Offer Slide 27
  • © 2011 Avaya Inc. All rights reserved. AES 6.3 to Communication Manager Compatibility  AE Services 6.3 is compatible with the following Avaya Aura Communication Manager Releases: – CM 5.2.1 – CM 6.0.x – CM 6.2* – CM 6.3*  Communication Manager 6.2 is supported by: – AES 5.2.4* – AES 6.1.2 – AES 6.2 Note: – AE Services 6.3 connects to CM Evolution Server (CM-ES) – AE Services 6.3 does not connect to CM Feature Server (CM-FS) or to Session Manager (SM) 28
  • © 2011 Avaya Inc. All rights reserved. Application Enablement Services 6.3 Redundancy Options  2 Options available, requires System Platform  License purchase at time of new system purchase or upgrade  Fast Reboot High Availability – Primary and secondary server on-line – On Primary failure, backup server takes over – Timing is similar to system re-boot  Machine Preserving High Availability (MPHA) – Primary and secondary server on-line – On Primary failure, backup server takes over – Switchover is ‘zero’ delay, no dropped active calls Additionally with AES 6.2, CM 6.2 software duplication feature is supported to assure synchronization of information 30
  • © 2011 Avaya Inc. All rights reserved. Licensing Requirements Application Enablement Services Application to be used Avaya CM License Required Avaya CM License Optional AE Services License ACE Integration None --- Unified Desktop Edition IBM Lotus Sametime Integration None --- Unified Desktop Edition Microsoft Lync/MOCS/OCS Integration None --- Unified Desktop Edition Basic Call Control (TSAPI/JTAPI/Telephony Service) None --- TSAPI Basic User (Needed for 3rd party Call Control- Also refer to DMCC) Advanced Call Control (TSAPI/JTAPI) None Increased Adjunct Routes TSAPI Advanced (Small, Medium, or Large dependant on CM platform) Full or Basic Device Media Call Control (DMCC) –: Nice, Verint  IP_API_A Ports (Pre AES 4.2 and /or pre CM 6 only) Basic CM Stations (Full DMCC) --- Device Media Call Control (AES 4.2 and later) DEFINITY LAN Gateway (DLG)  ASAI Core (pre-CM R6)  ASAI All Features (CM R6 and later) Pre-CM R6  ASAI Plus  Adjunct Route (CM 5.1 and later)  CTI Stations  Phantom Calls  Increased Adjunct Routes DLG Service (AES server based) CallVisor Local Area Network (CVLAN)  ASAI Core (pre-CM R6)  ASAI All Features (CM R6 and later) Pre-CM R6  ASAI Plus  Adjunct Route (CM 5.1 and later)  CTI Stations  Phantom Calls  Increased Adjunct Routes CVLAN Service (AES server based) System Management Service Connections None None – 16 are provided by default Switch Connections None None – 16 are provided by default31
  • © 2011 Avaya Inc. All rights reserved. 32
  • © 2011 Avaya Inc. All rights reserved. Avaya Presence Services Overview 33
  • © 2011 Avaya Inc. All rights reserved. A real-time indication of the users status (availability to communicate): • Examples: Available, Busy, In a meeting, Do Not Disturb, Out-of-Office Presence may also indicate: • A personal message (“Traveling: Please call my mobile”) • A preferred mode of communication (Telephone is in use but Instant Messaging is available) • Location (Office, home, travelling) A users status can be adjusted: • Manually, according to personal preference; or • Automatically, based on other factors such as phone status (on or off hook) What is Presence? 34
  • © 2011 Avaya Inc. All rights reserved. What Does Presence Look Like? My personal status (what others see) My “Buddies” List and their aggregated presence My optional location and personal message My “Buddies” optional personal messages My “Buddies” optional location My “Buddies” communication channel status 35
  • © 2011 Avaya Inc. All rights reserved. Presence is an entitlement with Avaya Aura® Standard or Enterprise Edition • Leverage your existing investment • Centralized management Presence is integrated, tested, and supported by Avaya • Avaya reliability and integration • Complete solution, services and support from a single source Rich Presence Aggregation • Broad support for clients, desktop environments and protocols • Single user interface for voice and presence capabilities Why Avaya Aura® Presence Services? 36
  • © 2011 Avaya Inc. All rights reserved. 37
  • © 2011 Avaya Inc. All rights reserved. How Does It Work? My PC Activity My Phone Status: On or Off Hook My Manual Presence Indication Avaya Aura Presence Services My Clients, Devices and Desktop Rich aggregated Presence From and For Avaya and 3rd Party Applications 38
  • © 2011 Avaya Inc. All rights reserved. Combined Presence XMPP SIMPLE Avaya Aura aggregates presence data from many different sources and makes it available for internal and external consumption Consolidating Rich Presence 39
  • © 2011 Avaya Inc. All rights reserved. Deployment Options –  Two Hardware Options: • Appliance Model: Purchase the Avaya supplied server: SAP Code: 263127 AVAYA AURA® DL360G7 PS R6.1 SRVR BL (GLP $22,500) and • Add licenses as required: • 259760 AVAYA AURA™ PRESENCE SERVICES R6.x LICENSE (GLP $0) • 259761 AVAYA AURA™ PS R6.x SP TMPLT DWNLD (GLP $0) • Customer Supplied Server Model: Purchase a server* with a Two x Quad Core Intel® Xeon Processor X5570 4C (2.93GHz 8MB L3 Cache 1333MHz 95w) and • Add licenses as required: • 259760 AVAYA AURA™ PRESENCE SERVICES R6.x LICENSE (GLP $0) • 259762 AVAYA AURA™ PS R6.x SFTW DWNLD (GLP $0)  Presence Services are also provided as part of: • Avaya Aura® Solution for Midsized Enterprise • Avaya Collaboration Server * Complete server specifications can be found in the Presence Services 6.1 Channel Announcement 40
  • © 2011 Avaya Inc. All rights reserved. Avaya Aura on VMware Rel Capacity (users) vCPU (virtual CPU) Virtual Memory (GB) Virtual Storage (GB) Communication Manager (Includes CC Elite) 6.2 36K 1 4 30 Communication Manager Software Duplication (Includes CC Elite) 6.2 36K 3 5 30 Application Enablement Services 6.2 20K (simultaneous MOC/LCS users) 4 4 20 Session Manager 6.2 6K 8 12 150 Presence 6.1 10000 8 8 80 Utility Services 6.2 Support 5k IP Endpoints 1 1 20 System Manager 6.2 250K 50 Sim Logins 4 6 70 Web LM 6.2 5K request simultaneous 1 1 10 ACE 6.2 4K 4 12 150 SAL 2.2 500 Elements 2 2 40 vCPU = virtual machine CPU Avaya Aura® Virtualized Environment 41
  • © 2011 Avaya Inc. All rights reserved. 42
  • © 2011 Avaya Inc. All rights reserved. Presence Services 6.1.4 Attributes and Capacities  Attributes • Scale – No change from 6.1.4 • 10K subscribers/server with expansion via multi-server scaling to 50K subscribers / network • Servers share common user database (information is cached locally) but also communicate with each other for scaling and load-balances across multiple servers • Each Presence Server can interact with multiple clients • Multi-protocol • Unique solution with native SIP/SIMPLE and XMPP protocols • Single user view of presence—not separate identities • Extensible and open architecture— easily add new collectors/publishers • Availability Rules • Building on aggregated presence to determine true "availability" • Redundancy and Failover • Not supported in PS 6.1.4 • High Availability, Active-Active on roadmap 43
  • © 2011 Avaya Inc. All rights reserved. PS 6.1.4 Licensing PS 6.1.x licenses: – 259760 AVAYA AURA™ PRESENCE SERVICES R6.x LICENSE (GLP $0) – 259761 AVAYA AURA™ PS R6.x SP TMPLT DWNLD (GLP $0) – NEW 271489 AVAYA AURA™ PS R6 VE VAPP (GLP $0) PS is an entitlement with Aura (no change) 44