© 2005 avaya inc. all rights reserved. avaya vs. the “ip only vendors” technology larry...

© 2005 Avaya Inc. All rights reserved.

Avaya vs. the “IP Only Vendors” Technology

Avaya vs. the “IP Only Vendors” Technology

Larry EsquibelCorporate Systems Engineer

Avaya Technology and Consulting

2© 2005 Avaya Inc. All rights reserved.

“We obtained this information from industry consultants, customers, published research, trade journals and internal research. To the best of our knowledge, this report is based on the most current information available. Although every effort has been made to assure freedom from errors, Avaya Inc. is not responsible for the accuracy of all the information contained in this document.”


Major Vendor Positions in Key Avaya MarketsWorldwide Results (Through Calendar 3Q06)

SharePositionSharePositionSharePositionSharePositionSharePositionPeriodMetric

Sources: [1] Dell’Oro; [2] Synergy Research; [3] Gartner Group; [4] Frost & Sullivan; [5] In-Stat/MDR; [6] IDC; [7] RadicatiNotes: * includes hardware and software product support; Siemens includes Siemens Communications and Siemens Business Services LeaderLeader

Telephony

Enterprise Telephony [1]Revenues 3Q06 #1 21% #6 7% #4 9% #3 12% #2 18%

Lines 3Q06 #2 12% #6 8% #5 9% #1 14% #3 11%

IP Telephony [2] Revenues 3Q06 #1 27% #4 12% #2 24% #3 15% #7 3%

Converged Telephony [2]

Lines 3Q06 #1 24% #4 11% #2 24% #3 16% #7 3%

Revenues 3Q06 #1 42% #2 18% #7 2% #3 16% #5 5%

Applications

Contact Centers [3] Agents 2005 #1 39% #3 10% #4 7% #2 11% #7 3%

Voice Response [3] Ports 2004 #3 8% #4 5% N/A N/A #1 17% N/A N/A

Outbound Dialers [4] Revenues 2005 #2 30% #3 10% N/A N/A N/A N/A N/A N/A

Enterprise Messaging [5] Revenues 2005 #1 27% #6 5% #4 9% #2 25% N/A N/A

Unified Messaging [6] Revenues 2005 #1 26% #6 5% #4 9% #2 25% N/A N/A

Unified Communications [7] Revenues 2006 #1 25% #4 8% #2 20% #5 8% #3 9%

Audio Conferencing [4] Revenues 2005 #1 34% N/A N/A #2 28% NA NA NA NA

Services

WW CPE Maintenance [3] Revenues* 2005 #2 7% #18 1% N/A N/A NA NA #5 5%


Magic Quadrant for North America Enterprise Telephony, 20039 September 2003, Gartner M-20-7834

The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Acknowledged Leadership


Analyst Observation - Gartner

Magic Quadrant for North American Corporate Telephony, 200416 August 2004, Gartner Markets, M-23-2613

The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


Gartner Lists Avaya in Leaders Quadrant Gartner Lists Avaya in Leaders Quadrant for North American Corporate Telephony, 2005for North American Corporate Telephony, 2005

Magic Quadrant for North American Corporate Telephony, 2005

Jay Lassman, Rich Costello, Jeff Snyder August 12, 2005 G00129308

Full report is available at http://mediaproducts.gartner.com/reprints/avaya/article7/article7.html

The Magic Quadrant is copyrighted 8/12/05 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Avaya.


2005 Business Communications ReviewEdwin E. Mier: Which Large PBX Rules?


2005 BCR Test Highlights

Avaya scored the highest ever in 6 years of BCR testing

Avaya scored a full 3 points ahead of #2; previous tests were decided by ½ point

Avaya scored #1 in 3 out of 5 categories, #2 in others

Avaya 2nd in security by ½ point

– “Hidden” slides available to discuss the details

Nortel did not show


BCR 2006 Report


Cisco CallManagerCisco CallManager


CallManager 5.0 – Option #1

Cisco’s newest version

Major changes:– Linux appliance (No more Windows patches!)

– SIP and (very basic) presence capabilities

Copied several Avaya features– True appliance

– Dual partitions

• Ability to copy in new software while the system runs

• Ability to go back to a previous version even in smaller single drive servers

– No root access (even more limited than Avaya; no Linux access)

– Single image (OS and Application) upgrades

– Internal firewall


CallManager 4.2 – Option #2

Features not supported in 5.0– Directed Call Park– Log in/out of Hunt Groups– Call Forward on Non Registered or No Bandwidth– Cisco Unified CallManager Assistant on a phone [no PC app req.]– Cisco Communication Media Module– Department of Defense features (DSCP values depending on

priority, and other misc enhancements)– Cisco IOS® Software and Cisco Communication Media Module

support for inbound Hookflash for Cisco Unified CallManager and Cisco Integrated Services Routers

– Device mobility improvements (intra-cluster) [like ip-network-map]– Complex passwords and password aging using Lightweight

Directory Access Protocol (LDAP)– Call Pickup Notification (Audible/Visual) – Voice quality statistics

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_2/rel_note/421cmrn.htm#wp1708005


What Doesn’t Change

Cluster approach with multiple servers to maintain

Single point of failure with one writeable database (Publisher)

Complexity of management, call flows and interactions

No stateful failover between servers

No hot patches

Adjunct server applications and interfaces to manage

– E-911 and Crises Alert support (Emergency Responder)

– Extension to Cellular (Mobility Manager with Mobile Connect)

– Advanced SIP “Presence” – (Presence Server for CCM 5.0 only)

– Small Contact Center (Customer Response Suite)

– Large Contact Center (ICM, IP IVR, CVP)


CallManager - Choosing an Operating System

If you chooses 4.2– Comes with Windows headaches and cost

• Per server, 167 minutes per upgrade and $67,559 3 year TCO• For Sky City 3 servers might be optimal design (2 at main location, 1 at

Travel Center)• Use of SRST at Travel Center for survivability might not be adequate for

requirements

– No support for SIP endpoints or presenceIf you chooses 5.0(4)

– Enterprise running on an unproven platform and considered experimental by customers and partners

– Less features than Windows version– Native SIP support but

• Still needs external server for non-basic presence• Advance SIP features for newer Cisco phones only

– Interoperability issues with other applications• No support for Personal Assistant and Conference Connection• Requires specific version of IPCC Express


Avaya Communication ManagerSolutions / Cisco CallManagerReliability, Availability, Survivability

Cisco CallManager Redundancy Based on “Cluster” Model

CallManager “Publisher” is a single point of failure

– Impact: Can’t make system changes until Publisher is restored

Phones re-register to backup servers if primary server fails

Connection-preserving only upon server failure

– Active calls preserved, but no features available

– Can’t transfer, conference, place call on hold, etc

Failover in minimum of 30 seconds

Key point: Avaya can configure a similar redundancy model at lower cost


Avaya’s Redundancy Model – Based on Unique Memory Shadowing Approach

Single server failure is non-disruptive due to unique Memory Shadowing feature

– Full call state preservation; users not impacted in any way

Mean Time to Failure (MTBF) S87XX-series Media Server Complex

– 9 years – High Reliability Configuration

A Pair of Appliance Servers

X


Avaya Communication ManagerSolutions / Cisco CallManagerReliability, Availability, Survivability – Remote Sites

Cisco SRST (Survivable Remote Site Telephony): – Router-based

– Different, reduced feature set while in SRST mode• Does not support various Cisco CallManager applications or

services

• Phone operation is different

– When more than 1 CallManager is in a set’s failover list, 30 seconds per CallManager will be added to the failover time

– 7902, 7905, and 7911 sets take approximately 2.5 minutes to failover

Avaya LSP (Local Spare Processor)– Connection preservation; failover in approximately 1 minute

– In LSP mode, all features survive


Avaya Communication ManagerSolutions / Cisco CallManager

CurrentAnalysis says:CurrentAnalysis says:

““CallManager remains a work in progress.”CallManager remains a work in progress.”

““Cisco has only recently started to add features common to all Cisco has only recently started to add features common to all traditional PBX platforms.”traditional PBX platforms.”

FEATURES andFEATURES andAPPLICATIONS:APPLICATIONS:DifferentiatorsDifferentiators

Communication ManagerCommunication Manageris a Many-Layered Thingis a Many-Layered Thing


Avaya Communication ManagerSolutions / Cisco CallManagerAppliance Differentiators

Features and Applications - Synopsis

Avaya Communication Manager Software supports over 700 system, user, and administrative features

Cisco CallManager 4.2 data sheet lists less than 200

Most “vintage” Avaya Definity systems actually have significantly more features than Cisco’s current CallManager versions


CallManager Features Administration


Crisis Alert

Crisis Alert is a standard Avaya feature

Not available on CallManager

To add Crisis Alert capabilities requires adding Emergency Responder

– Windows based application

– Separate administration

– Two servers required for critical redundancy

– $$$ Added Cost $$$

Only Avaya allows listen only monitoring of calls that activate Crises Alerting


Emergency Responder – Added Cost

MCS 7815 Server

Quantity2

List Price$4,000

Total$8,000

Emergency

Responder Software 2 $5,995 $11,990

100 Additional

Licenses 3 $1,000 $3,000

SAS

Maintenance 2 $1,199 $2,398

TOTAL: $25,388


Avaya Communication ManagerSolutions / Cisco CallManagerSecurity / Privacy / Safety Differentiators

Avaya has built in E-911 support in Communication Manager which works equally well with any IP infrastructure

– Cisco requires a separate Emergency Responder server which would has to be duplicated for redundancy

• $$$ Additional Cost $$$

– Each site with CallManagers would require redundant pairs of E-911 servers to safeguard against losing E911 support in the event of a WAN outage

– Small locations relying on SRST survivability software in routers lose E-911 capability in the event of a WAN-link failure

– The ER Windows based servers are administered separately from CallManager


When CallManager 4.0 was announced, Cisco touted the Malicious Call Trace feature

– No support over QSIG

– No support over MGCP gateways

– No support over Analog gateways

Avaya Communication ManagerSolutions / Cisco CallManager

Bottom Line: Malicious Call Trace only works when the malicious caller is calling from the same cluster.


Avaya Communication ManagerSolutions / Cisco CallManagerTelephony Feature Differentiators

Only Avaya has easy to administer and display Abbreviated Dialing

– System Lists

– Group Lists

– Personal Lists

Only Avaya allows Group Paging to utilize the speakers of the telephones as a paging system

Only Avaya has easy to administer Busy Lamp buttons


Avaya Communication ManagerSolutions / Cisco CallManagerTelephony Feature Differentiators

Avaya’s support of bridging and sophisticated Call Coverage paths versus simple call forwarding from Cisco provides significant power in customizing call handling operations

Only Avaya offers Whisper Page to allow a secretary to convey a message to the principle without the person he/she is talking with to hear the message

Only Avaya has sophisticated Night Service, SAC, Manual Signaling, Service Observing, Call Vectoring, integrated Extension to Cellular, and many more


Avaya Communication ManagerSolutions / Cisco CallManagerSecurity / Privacy / Safety Differentiators

Only Avaya supports Security Violation Notification to notify administrator of repeated failed attempts to enter authorization/account codes

Only Avaya supports the use of a security code (password) to access Meet-Me-Conferences

Only Avaya supports traditional digital phones to provide:

– Added resiliency, security, and availability

– Protection of current investment (phones and CAT3 cabling)

Only Avaya supports “universal” Media Encryption


Avaya Communication ManagerSolutions / Cisco CallManagerSecurity - Encryption

79107912G7905G

7936G

7920G

7902G

IPSoftphone

7935

ATA-186ATA-188

Do not support Cisco encryption

796x

794x

797x

Support CiscoEncryption

LIMITED

ENDPOINT

SUPPORT

7911G


Avaya Communication ManagerSolutions / Cisco CallManagerSecurity - Encryption

CISCO ENCRYPTION IS VERY LIMITEDNo Conference call support

No transcoders

No media termination points (e.g. MOH)

No SIP or H.323 gateways


Sometimes Call Monitoring IS Required……

Law Enforcement agency may require the ability to monitor encrypted conversations

Only Avaya provides easy to use, secure Service Observing even with Media Encryption turned on

Works seamlessly on encrypted conversations; available Cisco solutions do not

Phone type agnostic


2005 Business Communications ReviewEdwin E. Mier: Which Large PBX Rules?


BCR’s Security Analysis


Key Points on BCR Security Analysis

At the time Avaya Communications Manager, per BCR “does not, strictly speaking, encrypt H.323 call control”, resulting in loss of 1 point

– Encrypted H.323 call control was added in CM 3.1

Cisco lost 1 point for lack of universal media encryption, still not available

Avaya lost ½ point for “other” such as documentation, services offered, affiliation with 3rd party vendors, documented enhancements, etc

Overall security for CallManager is heavily dependent on L2/L3 infrastructure components and firewalls, some of which are optional, added cost components

Six Cisco engineers spent several hours deploying security on site in preparation for the BCR testing


IP-Only Competitor’s Security Issues

IPT security approach is heavily dependent on security defenses integral to its Layer 2 and 3 devices and firewall platforms

– Conclusion: properly deployed these defenses can be leveraged with any IPT platform, including Avaya’s

Relies on integral ‘host-based’ intrusion-prevention-system (HIPS) software modules to protect CallManager servers from high-level assaults

– No ability to physically isolate call processing servers from “public IP network”

Media Encryption– Not supported on all IP phone models

– Only supported on certain gateways

– No encryption for conference calls and between clusters

– Voice quality drops significantly with encryption enabled (MOS 3.2 vs Avaya 4.3)

– 15 to 20% reduction in system performance

Traditional security risks, i.e. toll fraud protection factored lightly by Mier


In Summary, BCR 2006 Report Says it All


Questions for Cisco

Is Emergency Responder included?

Will larger remote sites have a CallManager server or simply an SRST router?

How will Power Failure Transfer be implemented?

How efficiently will Cisco address fax and modem requirements over IP in comparison to true analog support?

IPCC Express Standard is bundled with CallManager. How many licenses are included and what happens if there is a need to add more?

Does adding integrated Extension to Cellular require added cost servers or simply licensing?

What is the added cost of using CallManager servers equivalent to Avaya’s S8720 servers (HP DL-385)?


Business Continuity Concerns

PBX and ACD reliability IS an Business Continuity issue!– Value of a lost call?

• To your company’s clients

• To your company

• Is ACD reliability a competitive advantage?

– What is the cost of downtime?• Per minute

• Per hour

• Per day

Elimination of downtime IS an imperative!

Murphy says: “If something can go wrong it will…..,,”


Enterprise Survivable Server

Excellent, simple Disaster Recovery Strategy

Up to 63 sites can be equipped with ESS; EVERY site can provide full survivability, including ACD

Invoked in following scenarios:

– Complete loss of Primary S87XX pair

– WAN outage at an ESS site


Complete Loss of Primary S87XX Pair

TWO servers in City A have to fail for ESS to become active

– Single server failure is non-disruptive due to unique Memory Shadowing feature

Mean Time to Failure (MTBF) S87XX-series Media Server Complex

– 9 years – High Reliability Configuration

– 90+ years – Critical Reliability Configuration


XX

City A


Reliability by Design:Avaya ACM Server Platform Elements

Component Mean Time To FailureMedia Processor board 50 yearsProtocol Preprocessor Board (C-LAN) 50 yearsDigital Line/Trunk boards 72 - 77 yearsS87XX Server Complex: "duplex" / "high & critical” 9 / 90+ yearsAvaya MultiVantage Power Supplies 45 - 60 yearsIP Server Interface board (IPSI) 50 years

*(Industry) LAN 3 weeks

*Taken from "Microsoft High Availability Operations Guide"

41© 2005 Avaya Inc. All rights reserved. Contact Center

Avaya IP Phones

Media Gateway

Avaya Survivable

Server

Avaya IP Phones

Contact Center

Avaya IP Phones and IP Agent Softphone

Branch Offices Contact Center

Avaya IP Phones

Avaya Media

Gateway

Data Center A Data Center B

IPS

I

IPS

I

IP M

R

320

CL

AN

IPS

I

CL

AN

IPS

I

IP M

R

320

Voice VLAN Voice VLAN 2

Avaya S87XX Media Server

Avaya S87XX Media Server

Voice VLAN 1

Voice VLAN

IPS

I

IPS

I

IP M

R

320

CL

AN

IPS

I

CL

AN

IPS

I

IP M

R

320

Voice VLAN Voice VLAN



Voice VLAN 1

Voice VLAN 2

1st Level Stateful Failover

2nd LevelMultiple Interfaces

3nd LevelMultiple Signal& Bearer Channels

7th LevelLocal Survivable Processors (ESS/LSP)

NetworkNetwork

Primary Server Backup ServerAutomatic

Translations

IP M

R

320

IP M

R

320

IP M

R

320

IP M

R

320

4th LevelBackup Servers(ESS)

6th LevelPro-Active IP WANTraffic Monitor/Redirect(ANS)

Network # 1Network # 1 # 2# 2

5th Level Redundant

Announcement& Queue Music


WAN Outage at an ESS site

ESS becomes active

Local gateways register to ESS pair

PrimaryPair

ESSPair

WANXACTIVE ACTIVE

Manual Restore to Normal is by design

– Eliminates negative impact of “flapping” data circuits

– Administrator restores normal operation only when WAN circuit is stabilized

City A City B


Cisco IPCC Enterprise……… A Typical 3 Site Deployment

CallManager Cluster 1 CallManager Cluster 1 or X CallManager Cluster 1 or X

ICM Side A

ActiveRouter

ICM Side B

Router

CVP PG

WAN

CVP

Logger A Logger B

City A

City B

City C

PG1A/CTIPG1B/CTI


Impact – Single Server Failure

CallManager Cluster 1 CallManager Cluster 1 CallManager Cluster 1

ICM Side A

ActiveRouter

ICM Side B

Router

CVP PG

WAN

CVP

X

Agents cannot:

1. Transfer existing ACD Calls

2. Place callers on Hold

3. Request Supervisor Assist

4. Re-login required??

X

City A

City B

City C

PG1A/CTIPG1B/CTI


Cisco Voice Portal Components


CVP – Server Impact Failure

Multiple Server Components

1. VoiceXML Server – Runtime Engine for VoiceXML scripts

a) Capacity 500 calls/server

b) What is impact of loss of Runtime Engine?

2. CVP Call Control (Combo Box) – ICM Interface and H.323 Call Control

a) 400 call leg capacity per server

b) What is impact of loss to ACD queuing function?

3. Is true, non-service impacting duplication available for these servers?

CVP PG

CVP

X


Cisco Voice Portal Availability Design Options

Availability of Unified CVP can be increased by the following methods:

– Adding redundant Unified CVP systems under control of the Unified ICM Peripheral gateways, thus allowing the calls to be balanced automatically across multiple Unified CVP Call Control Servers

– Adding TCL scripts to the Unified CVP gateway to handle conditions where the gateway cannot contact the Unified CVP Call Control Server to direct the call correctly

– Adding gatekeeper redundancy with HSRP

– Adding Cisco Content Server to load-balance .wav file requests across multiple Unified CVP Media Servers and VoiceXML URL access across multiple servers.


Impact – Duplicated Server Failure – Agent PG/CTI


ICM Side A

ActiveRouter

ICM Side C

Router

CVP PG

WAN

CVP

X

X

City A

City B

City C

PG1A/CTIPG1B/CTI

X

X X


Impact – Duplicated Server Failure – CVP PG


ICM Side A

ActiveRouter

ICM Side B

Router

CVP PG

WAN

CVP

X

X X X

X X

Can ACD continue to:

1. Provide Self Service?

2. Route new calls to CVP to agents?

3. Route existing calls in queue to agents?

4. If so, what additional components are needed?

City A

City B

City C

PG1A/CTIPG1B/CTI


Impact – Duplicated Server Failure – ICM Routers


ICM Side A

ActiveRouter

ICM Side B

Router

CVP PG

WAN

CVP

X X X

X X

Can ACD continue to:

1. Provide intelligent Self Service?

2. Intelligently Route calls destined from CVP to agents?

3. Intelligently route existing calls in queue?

4. Is ACD routing completely down?

X

City A

City B

City C

PG1A/CTIPG1B/CTI


Impact – WAN Outage City B


ICM Side A

ActiveRouter

ICM Side B

Router

CVP PG

WANCVP

X

XCity A

City B

City C

PG1A/CTIPG1B/CTI


Impact – WAN Outage City C


PG1A/CTIPG1B/CTI

ICM Side A

ActiveRouter

ICM Side B

Router

CVP PG

WAN

CVP

?

XQuestions:

1. Will B Side Router serve the site in standalone mode?

2. If so, will it do so automatically or is manual intervention required?

3. If manual, what are procedures and time to activate?

?City A

City B

City C


Reliability and Scalability the AVAYA Way

One active Call Processing Server

100% Memory Shadowed Media Server Redundancy

Full Call State Preservation

Up to 36,000 Endpoints (IP, Digital, Analog)

370,000 BHCC

Integral ACD– Up to 5,200 Agents– Up to 8,000 Trunks– 12,500 Dynamic Queue Slots– 3,000 Announcements– Actual Mileage Will Vary– Capacities to increase substantially in next major

release

Single Point of Administration

2 Servers for High Availability Reporting

X Servers for CTI, Multi-channel

Up to 64 survivable sites with ESS



Typical IPCC Enterprise Configuration – 2000 Agents

CallManagerPublisher

Server

CallManagerSubscribe

Server

CallManagerSubscriber

Server


Server


Server


Server


Server


Server

CallManagerCluster

ICM Router/LoggerSide A

ICM Router/LoggerSide B

ICMCentral Controller

VRU PG & VR/Q MgmtServers

(Configuration Dependent)

ICM Dist Admin Workstation/Hist DBServers

Locations

VoiceGateways

ICM AgentPeripheral Gateways

PG

PG

PG

PG

JTAPI

CT I

Tier 1 Tier 2 Tier 3

Cisco Emergency ResponderE911 Servers

JTAPI CTI

GED -125CTI


IPCC, a Multi-tier Building Block Architectural Model

Multiple Call Processing Servers

No Memory Shadowing; No Call State Preservation

250,000 BHCA

External “soft” ACD– Approximately 2000 Agents/CCM Cluster– Approx 600 Queue Slots– CTI Engine; Multi-channel requires

additional servers

Additional scalability requires adding CallManager Clusters and ICM PGs

Multiple Layers of Administration (some relief with V7.0)

Operation and Reliability Dependent on Integrity of Multiple CTI Links/Processes

Survivability beyond Two Sites Requires Multiple Nodal IPCCs and a “Parent” ICM (4th Tier V7.0 Enhancement)

2000 AgentsAn Array of More than 20 Servers, Mostly Windows

Platforms


IPCCX Parent/Child: Nodal ACDs with ICM Virtualization

IPCC Gateways

Parent ICMCentral Controller

Child ICMCentral Controllers

IPCC Express IPCC ExpressIPCC Express IPCC Enterprise IPCC Enterprise IPCC Enterprise


Avaya Communication ManagerSolutions / Cisco CallManagerCallManager and Linux - TCO

“Linux is 40% less expensive

than a comparable x86-based Windows

solution …” 46

Data based on a 3-year period of ownership for a system supporting 100,000,000 operations per second

on the SPECjbb benchmark …

Linux

WindowsSolaris$86,478

$67,559

$40,149

$0

$10,000

$20,000

$30,000

$40,000

$50,000

$60,000

$70,000

$80,000

$90,000

Overall TCO by Environment


Typical IPCC Enterprise Configuration – 2000 Agents

CallManagerPublisher

Server


Server


Server


Server


Server


Server


Server


Server

CallManagerCluster

ICM Router/LoggerSide A

ICM Router/LoggerSide B

ICMCentral Controller

VRU PG & VR/Q MgmtServers

(Configuration Dependent)

ICM Dist Admin Workstation/Hist DBServers

Locations

VoiceGateways

ICM AgentPeripheral Gateways

PG

PG

PG

PG

JTAPI

CT I

Tier 1 Tier 2 Tier 3

Cisco Emergency ResponderE911 Servers

JTAPI CTI

GED -125CTI


Avaya Communication ManagerSolutions / Cisco CallManagerCallManager and Linux - TCO The Cisco

solution has over 5 times as

many servers as

that of Avaya 47

Comparisons are based on data provided by Cisco in

their IP Contact Center Solution Reference

Network Design GuideAvayaCisco

22

40

5

10

15

20

25

2000 Agent Contact Center - Total Servers


Avaya Communication ManagerSolutions / Cisco CallManagerCallManager and Linux - TCO Cisco TCO

is over 5.86 times

more expensive than Avaya

TCO per year 46,47

Comparisons are based on data provided by Cisco in

their IP Contact Center Solution Reference

Network Design Guide and TCO data derived from report issued by Robert

Frances Group

AvayaCisco

$495,418

$84,418

$0

$50,000

$100,000

$150,000

$200,000

$250,000

$300,000

$350,000

$400,000

$450,000

$500,000

2000 Agent Contact Center - Annual TCO


Skill Levels – A Fundamental IPCC Deficiency

Avaya’s Expert Agent Selection provides for ACD routing based on agent competency

Skill Levels are the cornerstone of Avaya’s best-in-class patented EAS ACD routing capabilities

– Skill Groups can be administered to support up to 20 agent skill levels

• Used extensively by customers to match up “expert” agents with premium callers

While Cisco ICM makes use of “sub-skill” groups to accommodate skill levels in conjunction with other vendor’s ACDs, Cisco strongly discourages customers from using sub-skill groups with IPCC

Result: ACD routing based on agent competency is problematic with IPCC


Cisco on Skill Levels


To Summarize

IPCC’s capabilities are not new technology; Geotel ICR in the 1990’s had “soft” ACD routing and IVR queuing capabilities in conjunction with a “dumb switch”

– Difference: Cisco now sells the dumb switch and IVRsThe Geotel platform had limited success as an ACDAccording to independent competitive intelligence, as of 2005 study only 400 or so IPCC Enterprise deployments exist worldwide; the platform was released mid-year 2001

– The average deployment is less than 300 agent seatsConclusion: Large Enterprise ACD customers with mission-critical requirements are not exercising the Cisco IPCC vision

– Reasons: Complexity, resulting inherent unreliability, and the hidden TCO due to server proliferation

Avaya is maintaining its #1 position in the ACD marketplace.– 70% Market share 400 seats and above


Brief Reporting Comparison

Cisco IPCC provides approximately 150 standard reportsCMS provides over 200CMS provides: interval reports, daily reports, weekly, and monthly reports as a standard feature. IPCC reporting does not

Benefit: weekly and monthly information provides a broader view of your operation in order to spot trends and make operational improvements.


Thank You!Thank You!

© 2005 avaya inc. all rights reserved. avaya vs. the “ip only vendors” technology larry...

Documents

gartner markets

avaya technology

gartner group

leaders quadrant

na enterprise messaging

na unified communications

na unified messaging

ip telephony