Taming the UC Jungle with Prognosis

1. Eric Bauer, Product Director UC Taming the UC Jungle with Prognosis Leveraging industry insight and best practices to achieve operational excellence in the complex world of UC May 2014

2. About Integrated Research • 10+ years communications monitoring experience • Over 1,000 enterprise customers worldwide • More than 15 million phones under management • Avaya Sponsored & Recommended solution • First Lync Qualified (certified) QOE Management Solution • Multiple 100K+ phone deployments • Largest Lync EV Deployment uses the Prognosis Solution • Strategic relationships with major UC vendors • IR is profitable, debt-free and growing “ “ Prognosis is Avaya’s selected solution for real-time voice quality performance management. John Cato, Portfolio Leader, UC Management and Monitoring, Avaya

3. Agenda • Welcome to the Jungle • Heading deeper into the Jungle? • Lync Truths • Understanding the Challenges • Lessons Learned

4. Welcome to the Jungle • Network and Wireless • SMART Lync Room Systems • Wireless Headsets • Unified Communations Managed API • User Adoption • Skype • Desktop Client • Communications Enabled Business Process Automation • Desktop Video • End User Devices • On-Premise and Hosted • Multi-Media Contact Center • Audio / Video Conferencing

5. Where is Lync headed? 70% of F500 in 2011 Fastest Growing MS Enterprise Product Over 5 million EV seats deployed as of 2013 Q3 108% market share growth 2013 to 2014 Continued 30% Revenue Growth quarter over quarter 90% of F500 in 2013 5.1% Market Share April 2013 2.5% market share 2012 130 Certified Lync support partners worldwide 106.5% market share growth 2012 to 2013 3yr Gartner UC Magic Quadrant Leader

6. Lync Truths Lync is inherently multi-platform: COTS Hardware Gateways Session Border Controllers Lync is more than a PBX replacement: Unified Presence Instant Messaging Enterprise Voice SIP Trunks Exchange Unified Messaging Desktop Video Archiving and Compliance Mobile Clients Partner Contact Centers File Transfer Audio & Video Conferencing Lync can be a PBX replacement Lync can support an enterprise’s entire voice & UC workload

7. Lync Truths Broad Cross Domain Expertise: Ecosystem & Use Case Complexity: MS SQL Databases Application Interaction External Users Mediation Servers Federation MS Exchange Hardware Dependencies Edge Servers Public IM System Integration Voice & Video Network & Firewalls Server & OS PSTN Mobile Client via Wi-Fi 80% of Lync support issues have a root cause outside of Lync itself

8. Understanding the challenges “90% of CIO’s have UC related investments planned within the next year.” “62% of IT projects fail to meet their schedules with a further 41% failing to deliver the expected business value and ROI”

9. Operational Maturity Today Increased maturity = decreased cost “66% of all IT incidents are reported by users vs. existing systems.” “79.3% of UC incidents are reported by users today.” “80% of Mean Time to Repair is Mean Time to Identify / Convince.” “UC issues take 3x longer on average to identify [than network]” Users Systems 66% Service Aligned 2.35 Auto-mated Proactive Operations / Tier 1 Initial Alert / Incident Reactive Chaotic Operational Maturity Service Desk NOC 80% Triage System Complexity Engineering Teams Operational Maturity Operations Tier 2+ Server Teams Voice Teams Network Teams “IT incident escalation calls include an average of 8 people” Engineering Teams People, Process, Technology Time (5 years) Avg 8 ppl Escalation Calls

10. Value of Operational Maturity Through 2013 Significantly Reduced Operating Cost Improved Availability & Performance Sustained Business Agility Source: Gartner (September 2013) Through 2018, I&O organizations with an average ITSIO over Level 3 will realize greater than 20% cost savings in their I&O operations.

11. Typical UC Ecosystem Virtualized Layer

12. Lync Architecture

13. Lync Architecture (Reality)

14. Lync Mobile Client Voice Call routing Alice@contoso.com (Moves from WiFi to LTE) Internet Alice’s setting: RequireWi-FiforVoIP PSTN/ GSM Exchange Online MPNS Media Flow Reverse Proxy Forward Proxy EDGE (SIP) EDGE (SIP) DMZ Bob@contoso.com Enterprise Media Gateway Make call Fallback to PSTN Mediation Server Pool 3 Pool 2 Pool 1 PNCH Services HTTP SIP Media PSTN Lync Web Components (UCWA, AutoD) Lync Server

15. Lessons from the Jungle… DuringDeployment: Pre-Deployment: Baseline Measure Adoption Site Testing Adoption Planning Phase Planning Educate Monitor Ecosystem Ask Questions! Architecture Design Review & Repeat Phases, Phases, & Phases Leverage Lync SDN API Public / Private Cloud Stages of Functionality • Watch out! Lync usage grows very fast.

16. Lessons from the Jungle… Minimize Expensive Outages “I never knew it was possible to see end-to-end calls across SBCs, Avaya, and Lync in a single display. Now I can’t imagine supporting my UC environment without that visibility.”- Director of Operations, Major Computer Manufacture Proactive Insight Improve User Satisfaction & Acceptance Reduce MTTR Forensic Analysis Capacity Planning & Reporting Successful Deployments “The Prognosis solution helped us move from the legacy NOC to a more comprehensive SOC.” - SVP Voice Engineering, Healthcare Optimize IT Operations & Infrastructure Customer Success Plan

17. Lessons from the Jungle… Prognosis is used to manage the largest Lync deployment in the world at 450K enterprise voice users and was selected for its breadth and depth of visibility.

18. Lessons from the Jungle…

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