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Avaya Application Enablement Services

Avaya Application Enablement Services. Joel Ezell Application Enablement Architect. Topics. Delivering Intelligent Communications Through Application Enablement Services What is Application Enablement (AE) Services Roadmap of Planned Enhancements. Intelligent Enterprise.

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Avaya Application Enablement Services

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  1. Avaya Application Enablement Services Joel Ezell Application Enablement Architect

  2. Topics • Delivering Intelligent Communications Through Application Enablement Services • What is Application Enablement (AE) Services • Roadmap of Planned Enhancements

  3. Intelligent Enterprise BUSINESS PROCESSES Intelligent Communicationsembedded intothe fabric of your business Real-Time Enterprise Creating Business Value BUSINESS PROCESSES BUSINESSCOMMUNICATIONS APPLICATIONS BUSINESS APPLICATIONS ANY NETWORK EMBEDDED Business Agility Competitive Differentiation Process Improvement Customer Loyalty Employee Retention ANY NETWORK CONVERGED BUSINESS APPLICATIONS Cost Reduction Operational Efficiency Distributed Applications Security, Reliability NETWORK Stage 1 Stage 2 Stage 3 Business Communications Applications Evolution TRADITIONAL

  4. CSTA III XML CSTA III Java ConferenceOn Demand TelephonyWeb Svc TelephonyWeb Svc Etc… Evolution Towards Converged Communication PSTN, IP SIP IPTML WML SMS VXML XML/SOAP Access Avaya Applications Avaya App(s) Avaya App(s) Business Applications Business App(s) Business App(s) SIP CSTA III, XML/SOAP, XML/RPC CSTA III XML/SOAP SIP UA TSAPI JTAPI TAPI Comm Services SoftwareMiddleware Manage Communication Transactions and Session CTI Server 3rd Party Call Control Application Enablement ServicesManage Telephony API Transactions and Sessions 1st Party Call Control MultiVantage Communication Manager – CCS 3rd Party CSTA III Capable 3rd Party Other Resources Other Avaya Resources (eg, Conf Server) IP, TDM, Gateways, Media, Messaging, Infrastructure Tomorrow: Converged Communications Services Today: Converged Network & APIs

  5. What is Application Enablement Services? Platform that enables the development of modular building blocks for advanced communication services • Enables integration of communication and business applications to leverage the existing infrastructures and maximize business efficiency • Delivers API connectors and Web Services for developing next generation application services • Leverages your current investment by extending the rich features of Avaya Communication Manager in an IP environment • Simplifies implementation and serviceability options through the availability from Avaya of both a Software-Only and a Bundled Server solution • Securesthe network infrastructure by providing a secure link to your Communication Manager

  6. What is Application Enablement Services? Provides an extensive set of protocols, application programming interfaces and services that enable application developers and system integrators to develop applications that take advantage of the power of Voice over IP Key Components: • Connectors (DLG, CVLAN, CMAPI, TSAPI, JTAPI) • Telephony, User and System Admin Web Services • Software Development Kit (SDK) • APIs reside on a Linux server running an industry standard Operating System from Red Hat (Enterprise Edition 3.0) • Choice of Avaya AE Services Offers: Software-Only or Bundled-Server • Unified Operations Administration and Maintenance (OA&M) • Enhanced Application Link • Transparent failover • Security Enhancing customer success: • Customers choose interfaces that work for them – traditional or web services • Developer support through DevConnect • Customers can now join the Avaya Developer Connection Program which has 800+ Avaya development communities

  7. DLG (DEFINITY LAN Gateway) Clients CVLAN r6/r8 Clients ASAI Software Avaya CT Clients CMAPI Clients Previous CTI Offerings MAPD Med Pro CVLAN r9/9.1 Server Avaya CT Server • DLG on MAPD, Co-Res DLG • CVLAN r6/8 Server on MAPD • Avaya Communication Manager (must be 2.0 or later to support CVLAN 9.1 CMAPI Server

  8. Application Enablement Services

  9. Making Voice Applications Possible • “First Party” means • controlling an “endpoint”: • Make Call • Hang Up • Transfer • Hold/Reconnect • Etc. • “Media Based” applications • access the voice stream: • Call Recording • Voice Recognition • Speaker Identification • Voice Inflection Analysis • Etc. • “Third Party” means • controlling the “call” • instead of the “endpoint”: • Routing • Queuing • Wait Treatment • Etc. • Administrative applications can: • Add/Delete/Change Agents • Change Agent Assignments • Configure Telephone Sets • Etc. Controls can be embedded into applications (such as CRM) and/or be part of a standalone contact management application.

  10. Why Web Services? • Platform / Language / Transport Independent • We use Apache Axis and Java, but you don’t have to. • Currently use HTTP for transport but will likely support other asynchronous transports in the future (e.g. JMS). • Widespread industry support for evolving standards • No client side libraries required • Quick development of applications

  11. AE Services: Telephony Service • Telephony Service is a web services interface that enables high-level call-control functionality over standard web-services interfaces (SOAP/XML). • Telephony Service is hosted in a tomcat/axis SOAP (Simple Object Access Protocol) container. • The initial release of telephony web service will provide the following call control functionality: • Make Call • Transfer Call • Conference Call • Disconnect Call • Answer Call • The initial release of this service will not provide events.

  12. AE Services: Telephony Service • Telephony Service hides the complexity of Call Control • Client application does not need to deal with connections, call identifiers, etc. • The only parameters required are extension and telephone numbers. • All operations are independent. • Transfer and Conference requests succeed even if the call was not originally established through the Telephony Web Service.

  13. AE Services: User Service • User Service is a web services interface that: • Enables a single, shared, user identity concept for users of Avaya communication services and applications • Integrates with Identity Management systems. • User Service enables an automated, bi-directional, integration with an enterprise Identity Management system. • User Service enables a single point of user authentication across Avaya products and platforms. • The first Avaya applications to integrate with the User Service are the AE Services TSAPI Service and Converged Communications Server (SIP).

  14. AE Services: System Management Service • Exposes selected management features of the Avaya Communication Manager (CM) • Enables SOAP clients to manage specific objects on your Communication Manager (display, list, change, etc) • Previously this functionality was only available via low level protocol (OSSI) or terminal emulation (SAT) • Now programmatic access is enabled via SOAP

  15. Portal Client 2 Enterprise Custom Portlet 5 User 1 LAN/VPN ClickToCall Java Client 1 Portal Server SOAP Call Setup as 3rd Party Call Control Telephony Service ** • Telephony Serviceincludes: • - Make, Drop, Answer, • Transfer and Conference • call • - add on security via HTTPS • and authentication • - no client software • - business software integration AXIS SOAP Container 3 PublicSwitchedTelephonyNetwork TSAPI Service AE Services 6 Telephony Service: Click-To-Call App 4 Avaya Communication Manager 3.0

  16. Actual code from sample application /** * Make a call from ext1 to ext2. * * @param ext1 The calling party. * @param ext2 The called party. */ public void makeCall(String ext1, String ext2) { System.out.println("Starting to make a call"); try { port.makeCall(ext1, ext2); } catch(Exception e){ System.out.println("Error invoking makecall to the Telephony Web service " + e); e.printStackTrace(); return; } // Set the session ID for the next request. setSessionID(); }

  17. Sample of AE Services Users • Call Recording Vendors: • Witness (GA February 04 Enterprise & June 04 Quality offers) • NICE [General Availability (GA) in December 04] • Verint (GA December 04) • eTalk, Teleformix, Dictaphone, Voice Print • Independent Solutions Vendors: • RedSky (EON) • SDD (Wynn Resorts – Enhanced Property Mgt Systems) • ANI (Custom Telephony Desktop Features) • Microlink, LiteScape, Agile, DCC, Xtend, Forum, etc.. • Customers: • Many of our Fortune 500 customers are developing custom voice enabled applications

  18. VoIP based recording Solutions HaveClear Advantage Over Legacy (TDM) Systems • Support for TDM only, IP only and mixed environments, as well as support for secure, encrypted networks. • Flexible configuration options meeting diverse customer requirements • Software only with industry standard servers and operating systems • Easier implementation and higher customer satisfaction • Reduced Total-Cost-of-Ownership (TCO) with reduction of cabling. • “Today, companies want to invest in integrated systems that offer a single point of administration on industry standard hardware because it’s more efficient, less expensive to maintain and offers investment protection for those using traditional telephony today and VOIP tomorrow. Our combined offering brings together the best of recording technology with the best in converged networks and services.” • - Nancy Treaster, Senior VP, Global Marketing - Witness Systems

  19. Target Market • Medium and Large Enterprises implementing • Call Center and office productivity CTI • Business Process Integration • Network based collaboration applications • Application Enablement Services Platform will be made available to: • ISVs (3rd party) • Corporate Developers • System Integrators • Avaya Developers (internal) • Go to Market Strategy • Using the Avaya Developer Connection Program • Training, Support, Downloads, Membership Levels, Inter-op Testing Lab, Co-marketing, etc.

  20. CMAPI/CTI Roadmap to AE Services MV 1.x and prior DEFINITY Releases CM 2.x CM 3.0 • AVAYA CT 1.3 • Continue support for CM 3.0 with existing MAPD AVAYA CT 1.3 • AE Services 3.0 • Red Hat Enterprise Edition 3.0 Linux OS • TSAPI Service • CVLAN Service • DLG Service • CMAPI Service CVLAN R9 Red Hat Linux 9.0 CVLAN R9.1 Enterprise Red Hat Linux v3.0 CVLAN r6/r8 On MAPD • CVLAN r6/r8 On MAPD • Continue support for CM 3.0 with existing MAPD • Co-Res DLG DLG On MAPD • DLG On MAPD • Continue support for CM 3.0 with existing MAPD CMAPI 1.x CMAPI 2.x

  21. What’s next? • Application Enablement Services 3.0 • API Consolidation • Device & Media Control (CMAPI 2.1) • CTI API Consolidation • CVLAN R9 • Call Control (TSAPI/JTAPI) • DLG • Web Services • Telephony Service • User Service • System Administration Service • Secure Link • Platform Support • Red Hat Enterprise Edition 3.0 Linux Operating System • Application Enablement Services • API Enhancements • Basic Call Control (XML) • CSTA 3 (Single step conferencing) • TSAPI support on Citrix • Linux Client Interface • Secure Link Enhancements • Platform Support • Red Hat Enterprise Linux 4.0 • Application Enablement Services • API Enhancements • Advanced Call Control (XML) • TAPI API Support for Mid-Market • Web Services • Telephony Service Enhancements • User Service Enhancements • Secure Link Enhancements • Platform Support • SIP Endpoint Support • Duplicated Servers • ASAI • 99 AUX Reason Codes (up from 9) • 64 Links (up from 16 links) • ASAI • Call Origination from SIP Endpoints ASAI CY2005 CY2006 CY2007

  22. For More Information • Interested in learning more about AE Services? • Avaya’s Support Website – http://support.avaya.com • Look for Application Enablement Services under Find Documentation under ‘A’ • Interested in learning more about our Developer Connection Program? • http://www.avaya.com/gcm/master-usa/en-us/corporate/alliances/devconnect/index.htm

  23. Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™FIFA Women’s World Cup USA 2003

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