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Avaya Communicator: Best Practices for an Enterprise-Wide Rollout April 2016 Brad Black Senior Product Manager [email protected]

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5 5

Agenda

Before You Begin

Roadmap

Should you deploy one-X CES?

Avaya Aura Device Services (AADS)

Avaya Communicator Reference Architecture

Mobile roaming and remote access

Auto-Configuration

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 6

Before You Begin

see Avaya Communicator Overview & Planning https://downloads.avaya.com/css/P8/documents/101004714

see Administering Avaya Communicator

https://downloads.avaya.com/css/P8/documents/101004712




Scenario / Use Case Planning

What business issues are you trying to address?

What workflows, business processes, and communication flows will be leveraging the clients?

What roles, locations, networks, devices will apply?

Will users be sharing devices or accounts? If they share devices, do the users always use the same device, or do they draw the device from a pool?

How do business continuity plans factor in for users not considered for client or remote access during regular business operations?

What value are you trying to achieve – Increase availability

– Accelerate responsiveness

– Enable rich / just-in-time collaboration

– Make virtual meetings more effective

– Reduce operating expenses

– Manage interruptions

– Manage privacy

– Simplify reachability

– User productivity


Be prepared to address a wide range of use case scenarios

USER TYPES & ROLES

Team Engagement Customer Engagement

Knowledge

Worker

Task

Worker Guest Supervisor Agent Customer

Mobile

Scenario

Man

ag

ers

En

gin

ee

rs

KW

…

Cle

rks

Lin

e

TW

…

Cu

sto

mers

Su

pp

lie

rs

Pa

rtn

ers

Le

ve

l 1

Le

ve

l 2

An

aly

st

Inb

ou

nd

Ou

tbo

un

d

Ex

pert

Lo

yal

Ex

isti

ng

Ne

w

Deskworker

Enterprise Roamer

Teleworker

Road Warrior

USER TYPES & ROLES

Team Engagement Customer Engagement

Knowledge

Worker

Task

Worker Guest Supervisor Agent Customer

Mobile

Scenario

Man

ag

ers

En

gin

ee

rs

KW

…

Cle

rks

Lin

e

TW

…

Cu

sto

mers

Su

pp

lie

rs

Pa

rtn

ers

Ag

en

t S

up

.

WF

O

An

aly

st

Inb

ou

nd

Ou

tbo

un

d

Ex

pert

Lo

yal

Ex

isti

ng

Ne

w

Deskworker

Enterprise Roamer

Teleworker

Road Warrior

Devices

Locations

Networks

Technical Context

Business Context

User Experience Capabilities

Security


Be sure that all project roles are represented

Avaya Aura Administrator LDAP/AD Administrator Security personnel responsible

for IT firewall, certificate policy, encryption, etc.

Domain Network Administrators

VMware Management & Administration

Desktop Computing Mobile Support IT Help Desk End User Trainers Project Management –

Customer

Back end web developer for publishing access to auto

config files and security certificates

Representative users for requirements and testing

purposes

Senior IT Decision Maker


Validate Ecosystem Prerequisites

Release levels of Aura core and related applications

Endpoint specifications

– H/W, S/W, O/S

Network and Security

– LAN, WLAN, WAN, VPN, Cellular

– QoS / DSCP

LDAP / Active Directory integration


Understand the Complete Solution Clients & Endpoints PC: Avaya Communicator1, one-X Communicator1,2, Collaboration Services1, Scopia Desktop1,2, Outlook Plug-ins1, Web

Collaboration Agent1,2, Web Message Access1,2

Mobile: Avaya Communicator3,4,5, Scopia Mobile3,4,5, Avaya Web Collaboration3,4

Conference Rooms: Scopia room systems, B100 series conference phones

Desktop Appliances: 96XX series IP phones, E159/E169 Media Stations, H100 series Video Collaboration Stations

1: Microsoft Windows |2 Mac | 3 Android | 4 iPhone | 5 iPad

Applications Avaya Aura Messaging

Avaya Aura Conferencing

Scopia

Avaya Multimedia Messaging Client Enablement Services

Avaya Aura Core Avaya Aura Communication Manager

Avaya Aura Session Manager

Avaya Aura System Manager

Avaya Aura Application Enablement Services

Engagement Development Platform

Presence Services

Utility Server

Remote Access/ Access Control

Avaya Session Border Controller for Enterprise Identity Engines

Deployment Options OVAs for deployment in VMware environment

Software for customer provided bare metal servers

Avaya Common Server Appliances Avaya Collaboration Pod

3rd Party LDAP Directory

Security Certificate Authority

Headsets & Speakerphones


Take a holistic view to Security Planning

TLS deployment

Security Certificate Strategy

Review all Data Networking Port Documents https://support/avaya.com/security

DMZ Strategy

– ASBCE, VPN, Reverse Proxy, Handset Server

Privacy Planning

– CLID, Barge In Tone

Voicemail Strategy

– Maximize Enterprise Voicemail, and access methods

– Minimize Cellular Voicemail

911 Plan

https://support/avaya.com/security


Feature Deployment Planning

Conduct license review … establish license allocation strategy for a la carte or enhanced licenses

Review application default settings, profiles, class-of-service, and groups … align with use case scenarios

– Session Manager

– Communication Manager

– Client Enablement Services

– Multimedia Messaging

– Aura Messaging

– Aura Conferencing


Establish the Onboarding and Enablement Strategy

Desktop Push / Mobile Pull

• Application Software

• 46XX files

• Security Certificates

Backend User Provisioning

• SM, CM

• CES, AMM, AAC, AAM

End User Communications & Welcome Package

• Application Access

• Configuration & Authentication

• Personalization

Drive Enablement & Adoption

• Configuration Workshops

• Floor Walkers, Virtual Drop In, Lobby Days

• Tips & Tricks


Roadmap Planning


Avaya Communicator: High-level Roadmap

Avaya Communicator Android

Avaya Communicator iOS

2015

2.0

Avaya Communicator for iPad

2.1

2016

2.1.1

Avaya Communicator Windows

2.1 2.1.3

one-X Communicator (SIP)

Single Client Release • User Interface Design • Full Stack UCC • Provisioning

3.0

one-X Communicator for Mac

Avaya Communicator 3.0

Clients Subject to Change

one-X Mobile SIP


• Single GA version is distributed via app markets

• Apple App Store

• Google Play Store

• New releases and service packs are delivered via updates which replace the previous

version

• End-users will receive update notifications from Apple App Store or Google Play Store when

new version is posted. Often the updates are installed automatically.

• 2.0.0>2.0.1>2.0.2…

• 2.0.x>2.1.0>2.1.1…

• 2.X.x>3.0.0>3.0.1…

• Previous versions are no longer available

• Trial versions allow early access to preview new features and qualify imminent updates

• TestFlight for iOS

• Google Tester Groups for Android

Mobile App Distribution


Planning: User Needs

WLAN

Mobile Workforce

Data + Cellular

Highly Mobile Employees

Remote Worker

Broadband Data (WiFi / 3G+)

Secure Remote Access

Campus Roamer

Campus WLAN

Personal Mobile Communications

AM

M

SIP

S

BC

-E

CE S

Private Network

Public Network


SIP adjunct

trunk

Avaya Communicator and one-X CES

PSTN

EC500 FNE and

CES Call Back Cellular

dialing

CES

CM

SIP

SM

SIP

TCP (TLS)

AMM 2.1

LDAP

APS

MM/AAM

HTTPS

ASBCE DMZ

Mobile SIP • VoIP

One-X CES • Cellular Integration

and Productivity Features

Avaya Multi-Media Messaging (AMM) • Text and Multi-Media

Messaging

Avaya Communicator for

iPhone/Android

Aura Session Border Controller for Enterprise (ASBCE) • Secure Remote

Worker


Deployment Options (AC 2.1)

SIP Configuration

VoIP (Campus Roamer on WLAN)

Single number reach and identity

MDA Group support

Local Call History

LDAP search via Activesync (if provisioned)

Call Handoff Cell Voice<>VoIP (req EC500)

Web Collab Agent (WCA) Launch (req AAC)

VoIP (Remote Worker on Wi-Fi/3G+)

VoIP roaming between Wi-Fi<>Mobile Data

CES Configuration

Presence status/note of Contacts (APS)

Corporate Directory Search

CES Favorites

Authentication (LDAP)

24x7 Call History with LDAP Name Lookup

Call Back and Ring Phone Group

cellular mobile number,

or any PSTN phone number

Visual Voicemail (MM/AAM)

Avaya Multimedia Messaging Text and Multimedia Messaging with File Attachments

Persistent messaging across time and devices

+

+ +

Single Service Config: SIP or CES Multiple Service Config: Any combination of SIP, CES and AMM is supported

Aura SBCE:


Deployment Options (AC3.0 w/ Aura 7.0+ and SM/AADS 7.0.x+)

SIP Configuration (Aura SM) VoIP (Campus Roamer on WLAN)

SIP Presence (New)

Single number reach and identity

MDA Group support

Local Call History

LDAP search via Activesync (if provisioned)

Call Handoff Cell Voice<>VoIP (req EC500)

Web Collab Agent (WCA) Launch (req AAC)

CES Configuration

Presence status of Contacts (APS)

Corporate Directory Search

CES Favorites

Authentication (LDAP)

Call Back and Ring Phone Group

cellular mobile number,

or any PSTN phone number

Visual Voicemail (MM/AAM)

24x7 Call History with LDAP Name Lookup

Avaya Multimedia Messaging Text and Multimedia Messaging with File Attachments

Persistent messaging across time and devices

+

+ +

Single Service Config: SIP or CES Multiple Service Config: Any combination of SIP, CES and AMM is supported

Aura SBC-E:

If SIP/AADS is provisioned, then AC

3.0 clients will automatically consume

these features via SIP/AADS and not

from CES.

VoIP (Remote Worker on Wi-Fi/3G+)

VoIP roaming between Wi-Fi<>Mobile Data

Aura Device Services (Aura SM w/AADS): Corp Directory Search

Contacts (PPM)

Unified Login (LDAP)


Deploys on Session Manager as a separate OVA

Offers 4 primary functions

– Contact Service – provides a rich contact management experience

– integrates with existing sources of contacts such as SMGR/PPM, enterprise directory etc.

– Consolidates contacts on the server so that clients access a common source

– Contacts, Corporate Directory w/ pictures, Name resolution

– Dynamic Configuration Service – Administrative utility to manage client configurations

– Mitigates need for users to manually configure settings…and for administrators to manage configuration files

– Global, group, individual or platform basis

– Web Deployment Service – for making UC client updates available to desktops

– Clients check for updates and automatically download/install when available

– Unified Login

– Brokers user credentials for a seamless single login experience

– Users authenticate w/ Global credentials

Avaya Aura Device Services 7.0.x


one-X CES Recommendations

When to use CES When not to deploy CES

CES exists already • New versions of Avaya Communicator

(iOS/Android) will be compatible w/ CES

H.323 installations

Key one-X CES features are mandatory

Support for fewer than 5000 users • Fewer than 3 CES servers

New SIP installations • Deploy Aura SBC remote worker

• Add Aura UC features

Support for more than 5000 users

Consider using Idle Appearance Select FNE combined with Extend Call FNU for cellular integration requirements


Avaya Communicator Deployment

SIP

SM

HTTPS

(PPM)

AMM

HTTPS

(AMM)

Avaya

SBCE

VPN Direct

HTTPS

(PPM)

Access

Method

Application

Servers AADS

HTTPS

Corporate

Directory

CM AAM, MM,

CMM

SIP

Network Enterprise LAN/WLAN

Remote LAN/WLAN

Cellular Data (3G/4G, LTE)

SIP(S),

RTP/SRTP

LDAPS

AAC

HTTPS

Presence

Server Scopia

SIP

HTTPS

(SSO)

SIP

Avaya Communicator for Windows, Mac, Android, iOS

HTTPS

(web

socket)

WCS

HTTPS

(AMM/ACS/

Config/Upgrade)

Avaya SBCE

Note: This diagram illustrates a non-CES architecture. However, Avaya Communicator 3.0 iPhone and Android clients continue to support CES and it can be included as part of the solution.


Application Planning & Design


Split Horizon DNS w/ FQDN

Internal DNS entry:

sip.avaya.com ->10.1.1.1 (SM IP address)

External DNS entry:

sip.avaya.com -> 47.235.210.1 (SBC IP address)

Session Manager

10.1.1.1

Private NetworkW

LAN

Public Network via SBC

Private

Public Avaya Communicator is configured

with the FQDN sip.avaya.com

• When on premise the enterprise

DNS service resolves this FQDN

to the SM IP

• When remote the public DNS

service resolves this FQDN to the

SBC IP


Global Routing

Internal DNS entry:

sip.avaya.com ->10.1.1.1 (SM IP address)

External DNS entry:

sip.avaya.com -> 47.235.210.1 (SBC IP address)

Private Network WAN/ WLAN

Public Network via SBC

Session Manager

10.1.1.1

New York

London

Aura SBCE WLAN AP


It is not enough to just to support multiple devices … they need to work together

3.9 devices

per user*

* Gartner: Top Trends and Technologies to Impact IT over the next Five Years, Jan 2015

Desk / Hoteling Phone

Tablet

Laptop

Smartphone

Home Office

Multi Device Access

Up to 10 SIP devices simultaneously logged in with a single license

H.323/SIP Dual Registration allows SIP clients to be used with H.323 deskphones

Easily shift a call from one device to the next

see the Multi Device Access white paper: https://downloads.avaya.com/css/P8/documents/101013883



Unrestricted Active Call Mobility

3/4G Wireless

Cellular Voice

Desk/PC Client

Cell<>VoIP VoIP<>VoIP

Join Active Line Appearance



Extend Call

Method shown in italics


VoIP Mobility - Moving Between Networks

Avaya Aura SBC

Avaya Aura Session Manager

On-site Off-site

Wi-Fi (Home/Hot Spot) Wi-Fi (WLAN) 3/4G Mobile Data


Simple User Provisioning U

se

r M

ob

ile

E

na

ble

d

Email instructions users

Install from App/Play Store

Open App

User chooses Auto-config

Login and use

In minutes user is enabled with

only 5 keystrokes

Wow, so easy…


Auto-configuration

Easy user onboarding for Avaya Communicator

Two Options

1. Web address (URL)

– E.g. https://webserver.xyz.com/Denverconfig

2. e-mail address

– Requires to configure SRV record (Service Locator) in DNS server

– Avaya Communicator uses the domain name from email address to query DNS server

– E.g. [email protected]

The configuration file will be applied and auto-populate configuration settings without the need for user intervention.

Avaya Communicator for Android 2.1.1 features a secure private trust store for certificates

– Can be imported as part of the auto-configuration process

DNS

Web

1. Query with the domain name

4. Config file location

5. Request for the Config file

3. Select one

2. List of config files

6. Config file

Web 1. Request for the Config file

2. Config file

e-mail address

Web address


Sample Auto-Configuration File

File hosted on web server

Can use single file for 96xx desk phones and all AC clients

– 46xx settings file format

Please refer to Administration document for details

– Administering Avaya Communicator


Configuration Options to Consider

VOIPCALLINGENABLED

The option that indicates whether VoIP calling is enabled. Type 0 to indicate that VoIP calling is disabled, type 1 to indicate that VoIP calling

is always enabled, and type 2 to indicate that VoIP calling is enabled only on Wi-Fi.

SIP_CONTROLLER_LIST specifies a list of SIP controller designators, separated by commas without any intervening spaces, where each controller designator has the

following format: host[:port] [;transport=xxx]

LOCKED_PREFER ENCES The list of locked preferences. For example, SET LOCKED_PREFERENCES "CESSRVR" , "CESPORT" , "CESENABLED". The user cannot modify the values of the

locked preferences in the application as locked preferences appear as read only. To reset locked preferences, use SET

LOCKED_PREFERENCES "". Note: You must lock or unlock the Secure Connection option and the Port option together. If you lock the

dialing rules check box, the application disables all dialing rules.

SUPPORTEMAIL The default email address to send diagnostic logs.

VIDEOENABLED The option that indicates whether video is enabled. Type 1 to indicate that video is enabled, and type 0 to indicate that video is disabled.

TRUSTCERTS The list of URLs, absolute or relative, to CA certificates that will be stored in the application trust store and used to validate certificates of the

various servers. For example, SET TRUSTCERTS "http:// 300815isac.global.avaya.co m/pki/ AvayaITrootCA.crt","../../ certs/avaya-

sipca.crt","../../certs/gsclab-smgr.crt" . To clear the private trust store, you must reset TRUSTCERTS to an empty value ("") or the user must

clear the application data.

ENABLE_MDA_JOIN

On Communication Manager 6.3.7 and earlier versions, there is an issue that causes Communication Manager to reset if a user attempts to

bridge into an active call from their MDA extension. Hence, by efault, the remote line appearance Join button is disabled. Use this setting to

enable the MDA Join feature f the deployment includes Communication Manager 6.3.8 or later versions. Type 1 to enable the MDA Join

button, and type 0 to disable the MDA Join button.


Why can’t I pickup my active Desk phone call on my mobile app?

If the line appearance is shown, but it’s greyed out and inactive, then you must activate the feature using the 46xx Settings File

1. Add this line to the settings file… SET ENABLE_MDA_JOIN 1

2. Users apply the settings file

› Settings

› Accounts and Services

› Auto-configure Services

Office call in

progress….talking

with Aaron

You can pickup your active call by

selecting the line appearance on Avaya

Communicator

Note: Aura CM 6.3.7 and older must apply patch 21919

See PSN for details: https://downloads.avaya.com/css/P8/documents/101010505



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