copyright© 2002 avaya inc. all rights reserved lead sponsor sip 2003 anwar siddiqui m-h. carolyn...
TRANSCRIPT
Copyright© 2002 Avaya Inc. All rights reserved
Lead Sponsor SIP 2003
Enterprising with SIPAnwar Siddiqui Anwar Siddiqui
M-H. Carolyn Nguyen M-H. Carolyn Nguyen Venkatesh Krishnaswamy Venkatesh Krishnaswamy
William WalkerWilliam Walker
Presenter: M-H. Carolyn Nguyen Director, Converged Communications Applications
[email protected]+1 (202)-220-7320
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The Three Phase Evolution to Converged Communications
• Separate voice and data networks
• VoIP GatewaysBestEffort
IP QoS
ModularSystems
Integrated DistributedSoftware & Systems
Federated Services
Traditional
• Rich multimodal user experience
• Dynamic applications• Comm-Enabled Business
Processes• Built on Converged
Networks
ConvergedCommunications
• Integrated voice-data applications
• Distributed apps over either traditional or IP infrastructure
• Deploy and leverage IP infrastructure
Converged Networks
3 Avaya - LEAD SPONSOR SIP 2003
Customer Imperatives Drive Convergence
• Mobility• User control• Ubiquitous access• Any device, any process,
any network
User Imperatives
Business Imperatives• Cost reduction • Business continuity• Employee productivity• Revenue growth• Customer loyalty
• Rapid deployment of new apps and services
• Investment protection • Employee productivity, flexible
business models • Cost reduction
IT Imperatives
• Rich multimodal user experience
• Dynamic applications• Comm-enabled
business processes• Built on converged networks
ConvergedCommunications
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SIP Enables Converged Communications
• URI Supports Multimodal Communication and Mobility
• WTI Facilitates Adding Communication Capabilities to Business Apps
• Communication Applications Become Modular & Distributed
• Services Based Framework for Communication• Integratibility of Communication Services
• Rich multimodal user experience
• Dynamic applications• Comm-enabled
business processes• Built on converged
networks
ConvergedCommunications
The Right Person, in the Right Place, at the Right Time, the Right Way
Existing apps
SIPendpoint
Existingendpoint
TelephonyApp Svr
TelephonyApp Svr
SIP endpoint
SIPendpoint
CommApp Svr
CommApp Svr
Existingcomm svr
Application Services
PresenceServer
PresenceServer
ContextServer
ContextServer
ServiceRegistry
ServiceRegistry
Session Services
eBusinessApp Server
eBusinessApp Server
IPendpoint
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State of Convergence Today! End user view
• Converged Networks today
• Provides IP network Connectivity
• Provides High Reliability
• Software and Servers are hardware agnostic
• Open Standards are being embraced
• Networks are engineered for QOS & Security
• But …today
• Though my Phone works but multiple
• Though my Voicemail works but multiple
• Though my Email Works but multiple
• Though my IM Works but not dependable
• My HR Portal Works but limited access
• What “IF” it all worked together!
• Converged Networks today
• Provides IP network Connectivity
• Provides High Reliability
• Software and Servers are hardware agnostic
• Open Standards are being embraced
• Networks are engineered for QOS & Security
• But …today
• Though my Phone works but multiple
• Though my Voicemail works but multiple
• Though my Email Works but multiple
• Though my IM Works but not dependable
• My HR Portal Works but limited access
• What “IF” it all worked together!
Need Converged Communication Applications that
Yields Higher Productivity and Better Service
Integration
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Multiple Enterprise Service DomainsIntegration of Enterprise Features across Service Domains
Access Proxy
Firewall ALG Proxy
CORE Proxy
Edge Proxy
MV Voice Feature Server (B2B
UA+ Voice UFP)
IM Server (Chat, Recording, FCC Reqs etc.)
Various App Servers
(CPL, VXML, IPTML etc.)
Presence Server (Aggregation, Rules,
Pr. gateway etc.)
avaya.com
avaya.com
avaya.com
dr.avaya.com
DOMAINDOMAIN
mv.dr.avaya.com im.dr.avaya.com tts-cpl.dr.avaya.com presence.dr.avaya.com
Add value today but now willing to give up
Open Software and System Architecture Feature equivalency
Operational Challenges Fork lifting is expensive
MultivendorBetter Service Integration
Interoperability
Add value “today” but cannot give up
Open Software and System Architecture
Feature Transparency
Operational Challenges
Fork Lifting is Expensive
Multivendor Solution is a Must
Better Service Integration with Service Providers
Interoperability Rules!
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Building the Enterprise Presence Infrastructure
PresencePresenceServerServer
Presence
Presence
Query/Fetching
Query/Fetching
Presence Presence & & AvailabilityAvailability
ServerServerPresencePresenceSharingSharing
Presence
Presence &
& Availability
Availability
Query/Fetching
Query/Fetching
Various CommunicationDevice/Client/Agents/Applications/
Network/Service
CONSUMER
Hand held IP Device
IP Phone
Analog Phone
Cell Phone
IP Soft Phone
Application
PRODUCER
PresencePresence GatheringGathering
Text Mode
Speech
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Using Presence for Business ContinuityEnhance the Enterprise Buddy list• Desk phone, cell phone is also part of a buddy list
• Polite calling: If phone is busy Send IM
• Presence/availability based call completion Reduced VM, call setup time and resources
Any Phone SIP, H.323, DCP, Analog,
Voicemail etc.
SIP SUBSCRIBE/NOTIFY
SIP SUBSCRIBE/NOTIFY
SP
ENTERPRISE BUDDY LIST
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Adding Value to Enterprise Telephony Instant Messaging and Presence
Enterprise Telephony features + Instant Messaging/Presence
Enterprise IM/Presence Consumer IM
AOL MSN Yahoo
Wireless Carriers
IP Network
Jabber IM Server(Chat, Recording, FCC
Reqs , Gateway etc.)
IM Server
(Chat, Recording, FCC Reqs , Gateway etc.)
Presence Server
Existing IP telephony
Enterprise Communication
Server
Feature Rich Telephony
SIP IM
Softphone IM Integration
SIP IM/Presence Client
Feature
Rich Telephony
SIP IM
Softphone IM Integration
SIP IM/Presence Client
Telephony Features
Telephony Features
Any Phone(SIP, IP, digital, analog)
Endpoint IP Application
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Integrating Multiple Modes of CommunicationEnhanced Conferencing
4600 IP IP Phone Digital Sets
PC Clients (Soft Phone)PC Clients
(Soft Phone)
AUDIO
IM
IrDA
1. Conferees list
2. SIP Dialogue Event State
3. Whisper an IM
IM
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Improving User Control while Reducing Cost SIP Enabled Messaging
SIP Enabled Voicemail Integration with HTML
VoiceXML TTS
HTTPJohn’s Vacation Message
John’s vCard
Best way to Contact John
John
Web Page with Contact info + vCard
INVITE (Feature tag == Eric’s TUI Type)200 OK + SDP
RTP Audio+ Multi-Part MIME
Push URL
INVITE
3XX REDIRECT
EricLanguage == FR
Messaging TUI == ARIA
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Improving Employee Productivity Enterprise Roaming (E-Roaming) in Virtual Enterprise
Service Provider Network Enterprise
Cellular Device Capabilities are Converging
PBX Telephony Features in
Enterprise Domain
In-building Wireless Access
Point
Enterprise Communication Server
Wireless Carrier Features in Service
Provider Domain
3G SIP
3G SIP
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IP PBXExt: 74608
Call 74608
INVITE
INVITE
IM + Presence Based App
12
EC: 74608 2.5G/3G
SUBSCRIBE/NOTIFY (MWI)
Let me know about new Message from X
Rapid Deployment of New ServicesExtending the Virtual Enterprise
MESSAGE4
Call you back in 5 min
Instant M
essage
MESSAGE
3
Do u want to accept the call
Call you back in 5 min
X
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Creating Customer LoyaltyLeveraging IM & Presence for Contact Center
Customer eContact Center AgentWeb Site
Browsing
IM: “How can I help you?”
• Reduced waiting time in the queue• Agent-initiated customer contact.• Unobtrusive monitoring of customer session• Timely intervention for help• Context is available.
Monitoring Events
Option: C
lick to co
mmunicate
eContact Center Agent Offers to Help
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Step 1: Add VoIP Network Elements to Existing Enterprise Network
Step 2: Add Software Upgrades with SIP Features to Existing Servers and Gateways
Step 3: Deploy New SIP Based Applications and Services as needed
– Provide value added applications enabled by SIP – Provide existing feature transparency.– Users have best of both worlds. – As usage patterns evolve, migrate to a “pure” SIP topology
Evolving to SIP Based Converged Communication
End Devices
++
IP PBX Servers & Gateways
Voice Messaging
Server
Unified Messaging
Server
Current Enterprise Infrastructure
SIP UA
Redirect Server
Proxy (Stateless)
Proxy (Forking)
Registrar / Location Servers
Presence
B2B UA
Mappings from names to contacts and locations
Tracks Users Presentity
IP Phone, PC, Apps
Return new location
Route call requests
Route call requests
Feature svr, App svr
16 Avaya - LEAD SPONSOR SIP 2003
Summary
• Converged Communications is a Must to Satisfy Enteprise Needs– Convergence of networks is “necessary” but not “sufficient”
• SIP is an Enabler for Converged Communication– SIP addresses business, IT, and user imperatives
• Enterprise Applications are Inserted at Various Service Points– At the end devices (UA)– Telephony features as B2B UA– Add IM and Presence to create enhanced services– Better network service integration using SIP for extensibility
• Enterprise Will Migrate to SIP if There Are Demonstrable Values – In large enterprises, the only practical deployment choice is evolutionary– SIP solutions must interoperate with other enterprise communication services