Avaya Breeze and Snap-ins Overview

Avaya Breeze and Avaya Snap-ins Overview
Cheng Yang

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2
Breeze Overview

What’s Breeze ?
 Previously known as Engagement Development Platform (EDP),
Collaboration Environment (CE)
 Avaya Breeze is an application development platform that allows
customers to add new capabilities to their Avaya solutions
 It is a single integrated platform that extends across multiple devices
or systems, enabling enterprises and developers to build and deploy
collaboration applications in days without prior communication
development skills.
 Breeze is a coherent set of:
– Virtual Server Platforms
 Application and Management
 With optional Avaya Aura® Media Services
– Application Programmer Interfaces (APIs),
– Software Development Kits (SDKs),
– Leveraged by Avaya, Partner, and Enterprise Developers

Single Common Application Platform
Simple, Consistent, Easy
Manageability
Dynamic
Application
and User
Provisioning
Reliability
N+M Geo-
Redundant
Scalability
35,000
Users
Security
Highly
Secure
Virtualization
VMware
Multi-modal: Voice, Video, Email and SMS

Breeze overview
 A virtualized and secure application platform for Java programmer
 Developers can focus on building the collaboration services they
need, without the need to understand the details of call processing.
 A robust SDK with an easy-to-use API
 The ability to intercept calls into and out of enterprise to:
– Redirect the calls to an alternate destination.
– Block calls and optionally play an announcement to the caller.
– Change the presented caller ID of the calling or called party.
 The ability to place an outbound call for the purpose of playing
announcements and collecting digits.
 The ability to invoke web services for added functionality.
 The ability to expose web pages and web services for invocation by
remote browsers and applications.

Breeze overview – Cont’d
 A Common Data Manager framework that services use to access
common information stored on System Manager.
 A Collaboration Bus that allows services to leverage each others’
capabilities via point-to-point and publish/subscribe messaging
patterns.
 Tools that log and monitor operations and provide troubleshooting
support.
 Breeze can be deployed across multiple geographic locations with
each Breeze providing active service.
 Breeze is also a deployment platform for Avaya products.

Engagement Development Platform 3.1 Architecture
Virtual Machine
Serviceability Logging,
Alarming
Hypervisor (VMware ESXi)
Serviceability
Process Lifecycle,
Monitoring, and Recovery
(watchd)
Security—HTTP Firewall
(Nginx)
OS (RedHat Enterprise Linux)
Security—Network Firewall (iptables)
Serviceability SNMP Agent
(netSNMP)
Serviceability Access
(SSH, ASG, pam)
J2EE /
JSR 289
Container
(WAS)
Security—SIP Firewall
(ASSET)
Collaboration API
Connectors /
Utility
Services
Business
Logic
Services
Workflow Engine
WFD
1
WFD
2
Collaboration Bus
Media
Services
Call
Manipulation
Call Event
and Control
Service
WFD
3
Eventing Framework
Eventing
Framework
Connector
Management and Serviceability
Agent Container (Jboss)
SMGR (EMI’s, Arbiter,DRS,
Trust/Certificate, Service Deploy,
RT-license
Provisioning
DB
HA
DB
CertLicensingLogging ProvDBSIP CAR HTTP Routing

Breeze deployed service types
 Call Intercept services – called party and calling party services
 Outbound Calling services
 HTTP-invoked services
 Collaboration Bus-invoked services
 Service is the general name for snap-ins, connectors and etc.

What is a Snap-in?
 Applications, connectors, modular
reusable code
 Quickly create or integrate new
capabilities into processes and apps
 Use only the functionality you need
 Standardize use of best practices
 Reuse capabilities across apps
Avaya
Snap-ins
Powered by Avaya
Engagement Development
Platform

Legacy
Clients
Mgmt
Clients*
Mgmt
Clients*
Mgmt
Clients
MgmtMgmtMgmt
SIP
SIP/PPM
SIP/MSML
SMGR with Breeze EM
SIP
Providers
SIP
HTTP(S)
Service
Specific
ASM 6.2 FP1*ASM 6.2 FP1*SM AMS 7.5**AMS 7.5**AMS
CM 6.2 ES
CM 6.2 ES
CM SBCSBCSBC SIP
Clients
Scopia
HTTP(S)
General Purpose
Breeze Cluster
SIP
WebRTC
Clients
WebRTC
Clients
WebRTC
Clients
Core Platform
Breeze Cluster PS-Snap-in
H.323
PSTN
Providers
H.248
H.323
Cli
H.323
Clients
H.323
Clients
Legacy
ClientsLegacy
Clients
H.248
GW
H.248
GW
H.248
GW
External
Systems
Internet
Mgmt
Clients*
Mgmt
Clients*
Designer
Clients
HTTP(S)
Mgmt
Licensed
Entitled
3rd Party
Snap-in Key
Closed
Cluster Key
Open
CollaborationCollaborationContext Store
Breeze
Cluster
CS-Manager
CS-REST
Work Assignment
Breeze Cluster WA-REST
Mgmt
REST
API
Engagement Designer
Real-Time Speech
WebRTC
SMS Connector
Email Connector
Scopia Connector
3rd Party Snap-in(s)
Engagement Call Control
IM&P Connector
SIP
Engagement Development Platform 3.1 High-level Architecture
CM 6.2 ES
CM 6.2 ESCS1000
R7.6
Magic
UniStim
Clients
SIP
Call Park & Page
Call Park & Page

Breeze Cluster and load balancing
 Different clusters can have different sets of services
– Cluster Profiles (General Purpose, Work Assignment, and
etc.) are predefined with minimal required services
 Provisioning can be specific to clusters
 Defining a cluster sets up
– Data grid across all machines in cluster
– Optionally a HTTP load balancer to balance across all
instances in cluster (>= 2 Breeze instances)
 Cluster SIP load balance relies on SM load balancing by
using Local Host Name Resolution

Cluster specifics
 Breeze Cluster members must be co-located (LAN)
 Each individual Breeze server must be in and can only be in
one cluster
– Otherwise snap-ins will not install
 Each cluster must contain at least ONE Breeze instance and
up to 5 instances
– Snap-ins are installed on all members in a cluster.
 Each SMGR can support up to 20 clusters
 A cluster can be assigned a single cluster IP address (on two
Breeze servers) to allow the cluster to distribute HTTP/S
requests across all Breeze instances in the cluster.
 Cluster member IPs and cluster IP must be on the same
subnet

Breeze
SM
(SIP Load Balancer)
Breeze
Container
Platform Components
Container
Breeze
Container
Breeze
Container
Platform Components
Avaya Snap-ins optionally store
state in the Data Grid.
Secondary HTTP Load Balancer
The HTTP Load Balancer runs on 1
of the cluster nodes with another
acting as backup. Load Balancer
represents a single cluster IP address
to other entities. Both nodes actively
process balanced traffic.
Primary HTTP Load Balancer
HTTP SIP
Data Grid
Breeze Cluster Illustration
SMGR
cluster

Breeze service development environment and
tools
 Any Java IDE can be used for services development. Eclipse is the
IDE recommended by Avaya
 The SDK includes Maven tools to build and package services.
Although the use of Maven is not required, it is the tool
recommended by Avaya.

Breeze SDK API capabilities available to snap-in
developers
 Expose REST Web Services
 Intercept calls to play announcements, collect digits, block, redirect,
change display
 Initiate outbound calls to play announcements, collect digits
 Initiate 2 party calls
 Send Email / SMS
 Send requests to other snap-ins / handle requests from other snap-
ins
 Publish events to other snap-ins or subscribe to events from other
snap-ins

Questions that snap-in developers DO NOT have to
answer:
 How do I scale up?
– How do I get multiple servers acting as a single cluster?
– Do I need HTTP and SIP load balancers?
– How do I share state across instances?
 How to be highly available?
 How do I make my product secure?
 How do I integrate with System Manager?
 How do I make my product serviceable by Avaya Client Services
and business partners?
 How do I deploy onto VMware?

Breeze APIs
 Collaboration Call API
– Process incoming calls and launch outgoing calls
 Collaboration SIP Header Manipulation API
– Perform SIP header manipulation
 Collaboration Bus API
– Send and receive messages between services
 Collaboration Media Control API
– Play announcement and collect digits as part of the call processing,
external media processing servers, e.g. Avaya Media Server (AMS), is
required for media processing.

Breeze APIs – Cont’d
 Eventing API
– Produce and/or subscribe to events in a loosely coupled fashion
 Collaboration System Status API
– Check CPU utilization, overload status and other system information
from a service
 Collaboration Service Data API
– Access global and service attributes
 Collaboration User Data API
– Access data associated with their phone numbers and handles

Breeze APIs – cont’d
 Collaboration Logging API
– Log data based on service name and version
 Collaboration Service API
– Obtain data about itself, like name version and etc.
 Collaboration Conference API (Provided by Scopia Connector)
– Schedule conferences
 Collaboration Email API (provided by Email Connector)
– Send emails
 Collaboration SMS API (Provided by SMS Connector)
– Send SMS messages

Call Control Operations (subset)
 Call.allow()
– Allows call to proceed
 Call.divertTo()
– Deflects the call to a different destination (uses proxy)
 Call.drop()
– Blocks a call or drops an established outbound call
 Call.initiate()
– Initiates an outbound call (target set when creating Call instance).
 Call.isCallingPhase() isCallBreezehase()
– How to determine orig / term phase
 Call.getXParty()
– Where X is calling, called, alerting, answering

Participant operations (subset)
 getHandle(), getDomain(), getDisplayName()
– Retrieve information about this party’s address and display
name.
 get/setPresentedHandle(), get/setPresentedDomain(),
get/setPresentedDisplayName
– Caller ID manipulation mechanisms. The “presented”
identity is the one seen by the far end.
– Both caller and calling ID / display can be manipulated
 getCall()
– Get a handle to a Call object

Richer Call Control
 Call Manipulation API extended to include the following
capabilities:
– 2-party Make Call (e.g. “call me call you”)
– Fork Call
– Parallel forking
– Multiple invocations can be used to fork to multiple numbers
– Media Invocation (can invoke media at any point in call)
– Speech Search
– Get/set contextual information (context ID)
– Snap-in Call Control
– Snap-in that did not intercept the call can affect the call
– Snap-in on CE 1 can affect call being handled on CE 2 in same
cluster

Media control operations
 play()
– Plays an announcement to the given participant
 collect()
– Starts digit collection on the given participant
 promptAndCollect()
– Composite operation to play announcement and collect
digits
 stop()
– Stop a media operation in progress

Breeze Connectors
 Breeze comes pre-loaded three connectors
– Scopia Conferencing Connector
– Email Connector (SMTP)
– Clickatell SMS Connector

View of how Connectors are used
Engagement Development Platform
Collaboration Bus
Email
Connector
SMS
Connector
Email
Server
Clickatell
REST SMTP
Scopia
Scopia
Connector
Call and Media Control
Session
Manager
AMS
HTTP
REST REST
Snap-in Snap-inSnap-in

Collaboration
Environment
Connectors are pluggable
Collaboration
Environment
Collaboration Bus
Email
Connector
Clickatell
SMS
Connector
Email
ServerClickatell
REST SMTP
Scopia
Scopia
Connector
HTTP
REST
Collaboration Bus
Email
Connector
Email
ServerWebText
REST SMTP
Scopia
Scopia
Connector
HTTP
REST
 Any developer can implement a
Connector for a Channel by
using the CB API and the
defined message schema
 New Connectors can be
dynamically deployed like any
other snap-in
 In this case, the Avaya-provided
Clickatell SMS Connector was
replaced with a WebText SMS
Connector
 Dynamic Team Formation snap-in
code didn’t have to change to
leverage new Connector
Dynamic
Team
Formation
Dynamic
Team
Formation
WebText
SMS
Connector

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 27
Avaya Snap-ins

© Avaya, Inc. 2014, All Rights Reserved. 2828
Breeze as deployment platform
 Breeze is also used as deployment platform for Avaya
developed snap-ins.
 In this scene, Breeze can be “seen” as Vmware server or
System Platform, and snap-in is simply deployed on Breeze
 Many Avaya snap-ins have their own APIs (and SDK), and it
is independent to Breeze APIs (SDK).
 Two Breeze types:
– Closed Breeze cluster – deploying only a specific snap-in or
several pre-defined specific snap-ins within a Breeze cluster
– Work Assignment
– Context Sore
– Real-time Speech
– Core
– General Purpose Breeze cluster – for deploying non-specific
snap-ins

GAed snap-ins
 WebRTC
 Work Assignment (WA)
 Context Store (CS)
 Engagement Designer (ED)
 Real-time Speech (RTS)
 Engagement Assistant
 Engagement Call Control (ECC)
 Presence Service (PS) 7.0
 Call Park and Page
 Co-Browsing

Being developed and concepted
 Analytics Collector (planned to be GAed in April 2016,
part of unified reporting)
 Application Enablement Services (AES)
 And more……

WebRTC

What is WebRTC?
 A set of standards being defined by the IETF (protocols)
and the W3C (JavaScript API)
– Standard protocols defined at the media plane
– NO standard defined for signaling plane
 The vision: ubiquitous, standard support of real time
audio, video and data between all browsers without
plugins / downloads
 Particular attention paid to:
– NAT / Firewall Traversal
– Internet-friendly codecs
– Privacy

Different Ways that WebRTC Can Be Used in the
Enterprise
 On-Ramp
– SIP at the core
– Browser with WebRTC is used to originate calls into the
SIP core
– The focus of this presentation
 Built-In
– Multimedia conference bridge has native WebRTC
capabilities
– No need to transition to SIP before entering the bridge
 Off-Ramp
– SIP at the core
– Browser with WebRTC acts as thin UC or agent client

Agent SelectionSupport Website
Context
(UUI)
Agent Desktop
Breeze
Breeze Bridges HTTP and SIP
HTTP SIP
STUN

Avaya WebRTC Snap-in Architecture
Avaya
Media
Server
WebRTC
Media Stream
Breeze
HTML 5
Customer Facing
Web Application
Standard
WebRTC API
Avaya WebRTC
JavaScript (JSL)
WebApp HTML /
JavaScript Avaya
HTTP Signaling
SIP
Media Stream
SIP
DMZ
ASBCE
STUN/
TURN
HTTP
Reverse
Proxy
Avaya WebRTC
Snap-In
Avaya
Aura ®
= Customer Developed / Provided
= Avaya Developed
= Either Customer Provided
or Avaya Developed

WebRTC Snap-in
Avaya
Media
Server
WebRTC
Media Stream
HTML 5
Customer Facing
Web Application
Standard
WebRTC API
Avaya WebRTC
JavaScript (JSL)
WebApp HTML /
JavaScript Avaya
HTTP Signaling
SIP
Media Stream
SIP
DMZ
ASBCE
STUN/
TURN
HTTP
Reverse
Proxy
Avaya
Aura ®
= Customer Developed / Provided
= Avaya Developed
= Either Customer Provided
or Avaya Developed
BreezeTranslates HTTP signaling
to SIP signaling, enforces
authorization, engages AMS
to translate WebRTC media
to SIP media
Avaya WebRTC
Snap-In

Work Assignment (WA)

 Work Assignment (WA) vision created several years and communicated to
the market as next generation contact center ‘resource selection’ solution
 This program has been splitted into 2 phases :
– Phase 1: Work Assignment Engine Snap-in
– WA 3.0 / WA 3.0.1 with no integration to Contact Center Elite.
– This is a one snap-in only release for UC and non-Elite CC use cases and requires
significant custom integration
– Provides only reporting events and no out of the box reporting
– Phase 2: Contact Center Solution for CC Elite Market
– WA 3.1 supports integration to CC Elite.
– A CC Attribute / Resource Selection solution for CC Elite with integration to EP and 3rd
party Reporting Platform
– Phase 3: Work Assignment Omni Channel solution
– Roadmap for 2016
Work Assignment Overview

The Routing Evolution –
ACD
•ANI
•DNIS
Skills Routing
•Individual Skills
•Expected Wait
Time
Business
Advocate
•Predicted
Matching
•Least Occupied
Agent
•Reserve Agents
Work
Assignment
•Multi-Modal
•Customer Intent
•Customer
Attributes
•Match to CC KPI
•Single Pool
•Enterprise-wide
•Analytics Driven
Business Agility
1:1 Matching
Rich Context
25 years of industry experience has lead to
widespread adoption and understanding of
forecasting, scheduling, and self-service best
practices and benchmarks.
Goal is to deliver superior engagement
of human resources in pursuit of
business goals making use of
revolutionary one-to-one matching at
enterprise scale.
Present: Skills Based Routing
Future: Business Policy based Work
Assignment

Attribute Based Matching
 WA consumes resource/agent state from Resource
Providers (e.g. CM / CC Elite).
– Enables 1-1 resource/agent matching feature.
 Single brain across the network.
 Attributes and properties influence routing decisions.
– E.g. Geographic Region, Outsourcer, Service, Language
are all independent attributes.
Resource/
Agent
Region
Service
Outsourcer
Attributes are
Defined at WA layer
(i.e. independent of
providers, Communication
Manager, etc.)
Language

WA 3.0 Solution High Level Logic Overview
Multichannel Providers
Avaya Collaboration
Designer
Communication
Manager
Avaya Performance
Center
Work Assignment
Work
ResourceStateReportingEvents
Multichannel
Providers
System Manager
Interaction Managers
Resource Providers
3rd Party reporting
systems
Admin

Work Assignment 3.1 Solution with Common
Components
WA Cluster
Work Assignment
Unified
Collaboration
Model
Unified
Collaboration
Admin
Engagement
Designer
3rd Party
Applications
Common Cluster
ResourceState
(e.g.login,logout)
Communication
Server Connector
AES/CM
Experience Portal
Metrics
REST
Call Transferred for
Assisted Service
3rd Party ReportingSystem Manager
REST
REST
Resource
Providers
(non-CM)
RMI
DMCC/JTAPI

Context Store (CS)

Context Store Overview
 Distributed data cache for applications in a Contact
Center
 Data can be created / accessed / updated / deleted
– Custom applications through a RESTful API
– CS Java SDK
– Engagement Designer task
– Orchestration Designer Pluggable Data Connector (PDC)
for Experience Portal
 Data is retained only for a specified length of time in the
cache
 OPTIONAL: External Data Mart (EDM) can be used for
persistent data

Context Store High Level Architecture
Breeze Instance Breeze Instance Breeze Instance
In Memory Data Grid
Experience
Portal
ED
Workflow
Agent
Desktop
Database
Load Balancer
Other
Services
& Breeze
Snap-ins
Mobile Web
Network
IVR
Rest Interface
In-Memory
Persistent
Firewall
HTTP(S)
Create Context
Retrieve/Update Context
Delete Context
JDBC
PDC Tasks URL Java

Engagement Designer (ED)

Engagement Designer Overview
 Engagement Designer (ED) creates and deploys
workflows in a GUI (browser) environment
 Build custom workflows through a GUI vs building
custom Java code
 ED has many capabilities, including:
– Dynamic Task types
– Supports for 20+ Avaya Communication Task Types
– Allow call, Block call, Announce & Block call, Make announcement
call, Make 2-party call, Drop call, and etc.

Engagement Designer
Enables non-developers to integrate
Breeze and Snap-in functionality on a
single canvas
Graphical User Interface Allows Coding
without Java knowledge
Quickly deploy high value, multi-
channel use cases
Long Running Transactions allow for
Workflows to be stored in Memory for
days, weeks, or months
Empowers Enterprise Resources to Easily Produce
Journey Maps

CC Elite Integration with
Breeze Snap-ins

High-level Architecture for CC Elite Integration with
Breeze 3.1 Snap-ins
System Manager
PSTN Gateway
Communication
Manager
Session Border
Controller
EDP (Dedicated CS
Cluster)
Session Manager
Application Enablement
Services
PSTN
Experience Portal
3rd Party Reporting
EDP (Dedicated WA
Cluster)
Work Assignment
snap-in
EDP (General
Purpose Cluster)
Common Components
snap-ins
(UCM/UCA/CSC)
Context store
snap-in
EDP (General
Purpose Cluster)
Engagement
Designer snap-in
Media Server
Legends
ReST interface
SIP
RTP (VoIP stream)
SMGR mgmt interface
DMCC

Engagement Call Control (ECC)

Engagement Call Control (3rd
party call control)
 With the RESTful API enabled Engagement Call
Control (ECC) snap-in you can perform the following
functions
– Make a call, cancel a call, answer a call, end a call
– Consult transfer, single step transfer
– Hold or Retrieve a call
– Set or cancel call forwarding
– Voice mail connector to Avaya Aura Messaging
Avaya Aura
SIP
Clients
Engagement
Development
Platform
Engagement
Call Control
REST API
AES
H.323
Clients
Legacy
Clients
External
Systems
CTI

Engagement Call Control Overview
 ECC provides REST APIs for CTI type of call control. ECC provides functional equivalency to
some of the ACE SOAP Web Services
 ECC has control and visibility of all CM calls including station to station, station to trunk, or trunk
to station.
 The ECC call manipulation API supports Hold/Unhold, ad-hoc Conference/Transfer and Call
Forwarding
 The ECC Snap-in uses the call model provided by UCM (Unified Collaboration Model) and uses
the Call Server Connector (CSC) snap-ins.
 In future releases, ECC will provide an option to use ASAI directly to CM, and AES can be
eliminated

Engagement Call Control APIs
 EDP shall provide RESTful APIs for applications residing outside EDP to perform the following 3rd
party call control operations.
 These APIs shall support H.323 & SIP endpoints on the CM through the Call Server Connector.
ACE Web
Service
Operations Description
ThirdParty
CallControl
Makecall Initiates 3rd party call between 2 parties
getCallInfo, Retrieves the status of a requested call
endCall, Terminates an existing call
cancelCall Prevents a call in progress, from being
established
ThirdParty
CallControl
Extension
answerCall Answers a call on behalf of the called
device
redirectCall Redirects a call to the provided
alternate address
consultationCall, Places an existing call on hold and
make a consultation call to another
device
consultationCom
plete
Completes an earlier consultation call
by either transferring the original held
party to the consulted party or by
joining the parties into a conference.
singleStepTrans
fer
Transfers an existing call to another
device. It performs this transfer in a
single step without placing the call on
hold before transferring the call
holdCall, Directs call at the device identified by
the device address (URI).
retrieveCall Retrieves the held call at the device
identified by the provided address
(URI).
ACE Web
Service
Operations Description
Call
Forward
SetCallForwarding Enables call forwarding functionality
on a remote device
CancelCallForwarding Clears the existing rules set for call
forwarding.
getCallForwarding Retrieves the call forwarding rule in
place for a specific URI
Call &
Messaging
Notification
subscribe Sends a request notify the application
of calls made to the specified
addresses (startCallNotification,
stopCallNotificaton,
queryCallNotification)
publish Publishes events to the subscribed
client (notifyCallEvent,
notifyParticipantEvent)
Messaging
Service
(voicemail
service)
getMessageBoxbyId Retrieves a message box
getAllMessages Retrieves information for all
messages
getMessagebyId Retrieves a specific message.
purgeAllMessages Deletes all messages in the message
box that have the taggedfordeletion
flag set to true
getMessageFlags Retrieves flags in a message
setMessageFlags Sets flags in a message
getMessagePart Retrieves specific parts of a message
getMessagePartbyId Retrieve a message part id.
(Note that all of these operations are user-specific)

Co-Browsing

Co-Browsing Overview
 Collaborative Browsing is a technique which allows different users
to browse the same web pages simultaneously to collaborate and
accomplish certain tasks.
 Two participants will be involved in this technique called as agent
and customer.
 Allows customer to interact with Agent for some certain tasks like
form filling, explanation of contents etc.
 Co-Browsing includes with the user friendly explanation support like
highlight text, browsing control between two participants, size of
window according to device used by co-browse participants.

Customer’s
browser
Webpage
Co-browser Engine
(JavaScript)
Agent’s browser
Remote view
(Customer’s
Webpage)
Co-browser Engine
(JavaScript)
WWW
Enterprise Network
Co-Browsing Sloution
Live
Chat
Initiate Co-Browse
Co- Browse

Call Park and page

Call Park and Page
 Call Park and Page Snap-in enhances Call Park for an Avaya Aura® solution providing functionality
similar to the CS1000 and other competitor solutions
 Functionality: improved Attendant usability – Auto Park to a Park Extension or select a specific Park
Extension
 Improved User Experience – just dial the Park Extension… no FAC’s
 Timed Recall
 Up to 12 Park Groups for assigning Park Extensions for specific systems in network or users
 Network Parked Call Pickup – pickup a parked call from anywhere on or off network
Avaya Aura® Environment
(may also include a
transitioning CS1000)
1) Patient calls
the hospital
to talk to Dr.
Smith
2) Attendant dials the System Park Pilot DN for the EDP Park
and Page Snap-in
And Chooses to either:
a) Have a Park DN auto Assigned from the pool eg 3456
b) Select a specific Park DN eg 3333
Park & Page
Snap-in
Engagement Development
Platform (EDP)
3) Patient caller is connected to the Park DN in a
“on hold” fashion (audio from an existing audio
source can be optionally provided)
4) Attendant pages (normal paging method)
Dr Smith to pickup a call at Park DN 3333
5) Dr. Smith hears the page,
chooses any phone, simply
dials Park DN 3333
And is directly connected to the
Patient waiting for consultation
Calls are routed to the
EDP Park and Page
Snap-in through
Communication
Manager and CS1000
routing plans

Call Park and Page
 A feature Snap-in that leverages
– Avaya Aura infrastructure
for call routing and Communication Manager Vector Directory Numbers (VDN) for Park
Extensions / Pilot DN that are part of the common numbering plan
– Can be part of a mixed Avaya Aura and CS1000 environment as part of a CS1000
transition to Avaya Aura

Engagement Assistant

Engagement Assistant
 Key features
 Conference Assistant: provides an easy, seamless way for
conference callers to access their calendar and connect to an
audio conference using voice means only
 Seamless Transfer: allows users of Scopia Desktop Mobile
to seamlessly transition their Scopia conferences between
their desktop and mobile devices by utilizing the feature with
the Plantronics Voyager Legend UC Headset.
 Benefits:
 Simple One Number Conferencing - for Office, Road Warriors and Commuters
 Just “listen and talk” – no button pressing, no bridge details to remember
 Efficiently – manage/select your conferences
 Flexibly - use in office, remotely or while travelling

Conference Assistant Overview
 Provides one-number conference join for all meetings on your calendar.
 Consults your calendar, helps you select which meeting to join and seamlessly
connects you to audio and video conferences.
 Eliminates the need to manually entering bridge numbers and passwords.
 Full integration to corporate LDAP server.
 Integrated through EDP supports AAC and Scopia conferences, as well as
external conference bridges.
 Hands-free, no numbers to remember. Great for mobile users.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 65
DevConnect Remote Labs
Avaya Live Collaboratory

Collaboratory: DevConnect Remote Lab
 Offers developers access to the full power of EDP and
Aura from home development environment
 No on-premise Avaya software components required
during development
 Avaya-hosted execution and test environment intended
for development of EDP services
 Secure access via VPN

Collaboratory: a hosted development sandbox
provides you with:
 A complete Avaya Aura Environment with latest release
 H.323 Agents; 10 H.323 UC phones; 10 SIP phones.
 Outgoing calls to and Incoming calls from the PSTN.
 Dual instances of EDP software configured active-active
 Email sending
 Scopia Video Conference API connections
 Avaya Media Server for announcements, VXML for TTS
and ASR.
 Avaya Snap-ins

Accelerating the Developer Community
Avaya Live Collaboratory™ 3.1
Avaya Engagement
Development Platform
Avaya Aura®
Platform stack
Avaya Scopia®
video infrastructure
Email & SMS
service support
Avaya clients & PSTN access
3
months US $999
3-month subscription
incl. 3 instances of Tech support
 Jumpstart without
up-front infrastructure upgrades
 Available to customer/IT, channel
partners, ISVs and Systems Integrators
alike
 Pre-configured, ready
for immediate use includes Avaya
Snap-ins
 EDP 3.1, Engagement Designer,
Engagement Call Control, Context Store,
Work Assignment, Speech Search, and
WebRTC, Email, SMS, Scopia Video
integration, logging, etc.
 Subscription model
 First 60 days free for qualified accounts.
 $999 per 90 day extensions thereafter
Engagement Development Platform
• Secure access to a dedicated Avaya Aura sandbox
• Adds ASBCE to improve user experience by
eliminating need for OpenVPN client in most
common use cases
• Pre-installed sample applications and WorkFlow
Definitions for common use cases.
Enterprise
Corporate
Developers
ISV
Developers
Systems
Integrators
https://avayalive.com/collaboratory/

Aura Fundamental for EDP implementation

Sequenced Applications (SM SIP call)
Sequenced Applications
A new concept in the Enterprise Communications world
A series of applications automatically engaged by SM, depending on
the user
• Comes from the Service Provider world – but simplified to fit the
enterprise
• Each application applied in a pre-defined order
• Each application in a Sequence “Sees” all requests
• Application can be selectively applied based on media attribute
• Each application can deny, modify, or forward initial SIP requests

 Applications Can Be Identified as “Mandatory” or Not
– An Unresponsive Mandatory Application Will Fail the Call
– A Timeout will Fail the Call
– Timer is Settable - Timer “B”
– Error Codes of 500,503,408 will Fail the Call
– If SIP Monitoring has Found the Application Unresponsive, All
Calls will Fail
– CM Should Be a Mandatory Application
– Other Applications May or May Not Be Mandatory
– Call Blocker Is Probably Not Mandatory
– Call Recording May be Mandatory for Finance Transactions
Mandatory Applications in Sequenced Application

Sequenced Applications
CM
Origination (user #1) Termination (user #2)
Session
Manager
Direct MediaUser #1 User #2
APP
Termination (user #2)
<to CM>
Origination (user #1)
<to CM>
Termination (user #2)
<to APP>

Avaya Aura Core
SM
SM
SM
Call Analyzer Example
DB
Linda’s
CM
Call
AnalyzerJohn’s
CM
1
INVITE
(ORIG DONE)
INVITE
(ORIG)
2
3 10-11
403
INVITE
(TERM DONE)
INVITE
(TERM)
4
5 8-9
403
INVITE
(TERM)
6
403
7
12403
John
Linda
The Call Analyzer
application can
be developed
with EDP.

Benefits of Sequenced Applications
 Business benefits
Increased agility and flexibility
Lower TCO
Improved customer service
 Proof points
Requires no upgrades to the call processing system (Communication
Manager / Session Manager) – major differentiator from our legacy model
and what our competitors offer
Applications can be added / licensed per user or group of users
New versions of applications can be added on the fly; migrating part of the
users in a pilot
Customers / Partners / OEM’s can quickly develop new applications;
Application development in weeks vs. months
Once applications exist, customer can deploy them in days vs. weeks or
months

 Explicit Users
– SIP Users Connected Directly with URE of SM
– Registered with SM
– Administered with SMGR UPM, Having Individual Phone Numbers
– Can Have Origination and Termination Application Sequences
 Implicit Users
– Not Registered Users
– Users on Third Party PBXs (SIP or non-SIP)
– DCP, Analog or H.323 CM Users
– Identified by Phone Numbers or Extensions
– Can Have Origination and Termination Application Sequences
– Normally Identify Implicit Users with Number Ranges, but Can
Administer Individual Phone Numbers
 Common to Explicit Users and Implicit Users
– No SM Dial Plan Routing Required for Application Sequences
Explicit User vs. Implicit User

CM “Types”
CM Feature Server (CM-FS)
– Only Endpoint Signaling Supported – SIP
– Trunk Gateways are Optionally Supported (G450/G430)
– Application Sequencing Fully Supported
– Half-Call Model Call Processing
– No AES Support
CM Evolution Server (CM-ES)
– Supports SIP, H.323, DCP and Analog Endpoints
– Supports all CM Trunk Types
– All Gateways are Supported (G650/G450…)
– Limited Application Sequencing
– Full-Call Model Call Processing, BUT Mimic Half-Call
Model on Interfacing with SM for SIP User
– Supports AES

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