Post on 02-Apr-2015
© 2006 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
MM on the MoveAvaya Modular Messaging 3.0 -- Features, Capabilities and
Customer Benefits
MM on the MoveAvaya Modular Messaging 3.0 -- Features, Capabilities and
Customer Benefits
John Gavin
Application Specialist
2© 2006 Avaya Inc. All rights reserved. 2© 2005 Avaya Inc. All rights reserved.
Avaya IP Messaging Portfolio
Eyes-free, hands-free, speaker- independent, speech access
Voice mail & e-mail
Calendars
Directories
Calling & conferencing
Connect all your voicemail systems together
Protocol conversion for network co-existence
Hub & spoke or bridged network topologies for reduced management & administration
Directory management
Enterprise lists
Next generation IP messaging solution to support traditional and IP telephony alike
Scalable & reliable IP messaging solution
Centralized messaging to consolidate & extend
Unified with email clients or email store
Integrated mobility applications
ModularMessaging
MessageNetworking
UCCSpeechAccess
Avaya IPMessaging
3© 2006 Avaya Inc. All rights reserved. 3© 2005 Avaya Inc. All rights reserved.
ModularMessaging
MessageNetworking
UCCSpeechAccess
Avaya IPMessaging
Avaya Modular Messaging
ModularMessaging
4© 2006 Avaya Inc. All rights reserved. 4© 2005 Avaya Inc. All rights reserved.
ModularMessaging
Messaging Flexibility & Investment Protection
Choice of store as you have it– Avaya Message Storage Server (standalone)– Microsoft Exchange, IBM Lotus Domino (fully unified)
Resilient as you want it– Standard availability message store with single
application server– High availability message store, N+1 redundancy with
application servers– Offline call answer, offline TUI access
Familiar as it should be– Choice of telephone user interfaces:
Aria ®, AUDIX ®, Serenade®– Choice of languages for the user and caller– Integration with existing Avaya and IT applications for
support
Size as you need it– Small to large– Can grow and evolve in step with your
IP Telephony system
5© 2006 Avaya Inc. All rights reserved. 5© 2005 Avaya Inc. All rights reserved.
Web User Interface
Unified desktop (Outlook, Notes, any email client)
Message Waiting Indication
Stay On Top Of Your Messages
Notify Me
You have
received a
voicemail
Call Me
(Rule-based message notification outcall)
6© 2006 Avaya Inc. All rights reserved. 6© 2005 Avaya Inc. All rights reserved.
Keep Track Of Your Calls
Caller Notification
- Call forwarding based on user defined rules (time, day)
- Forwarding to one or more numbers
- filter calls by caller name (Call screening)
Find Me
7© 2006 Avaya Inc. All rights reserved. 7© 2005 Avaya Inc. All rights reserved.
Find Me…please speak your
name after the tone so I may say who is calling. (Call Screening)
…please stay on the line. I am trying to locate John Doe. (call forwarding)
Personal Assistant
…please press [0] and you will be transferred to my personal assistant!
Caller Applications…caller menus
…information numbers
…leaving messages
…call transfer
…options based on holidays and time-of-day.
Call Notification
…receive an SMTP email message with information on your missed call!
Offer Your Callers The Service They Deserve!
Multilingual System Prompting
Auto attendant directory dialing
…please enter the number of the person you wish to call…
…please spell the name of the person you wish to reach…
8© 2006 Avaya Inc. All rights reserved. 8© 2005 Avaya Inc. All rights reserved.
Lower CostLess RiskImproved CommunicationsIncreased ProductivitySimpler Lifecycle Management
Lower CostLess RiskImproved CommunicationsIncreased ProductivitySimpler Lifecycle Management
Lower TCO Through Consolidation and Simplification
Lowest CostLeast RiskMost Effective CommunicationsHighest Levels of ProductivitySimplest Lifecycle Management
Lowest CostLeast RiskMost Effective CommunicationsHighest Levels of ProductivitySimplest Lifecycle Management
Email ServersEmail Servers
PBXPBX
MSS
MN
MAS
UCC SA
System 1
Email ServersEmail Servers
PBXPBX
MSS
MN
MAS
UCC SA
System 2
9© 2006 Avaya Inc. All rights reserved. 9© 2005 Avaya Inc. All rights reserved.
End-user clientsIMAP, Outlook Add-In, Web Client
Notes Add-In
Modular IP Standards-based Architecture
IP
SMTP/MIME
Modular Messaging
MAS
MAS
Messages
MN
Web Server
Speech AccessPBX
Message Storage Server Options
Speech Access
Message Networking to Avaya & other
messaging systems
Web Access
Multi-vendor SwitchIntegrations
Scalable Messaging Application Servers
6
1
2
3
4
5
Avaya MessageStorage Server
(MSS)
MicrosoftExchange
IBM Lotus Domino(With MM 1.1, andsubsequent MM release)
or
Message Storage Options
or
10© 2006 Avaya Inc. All rights reserved. 10© 2005 Avaya Inc. All rights reserved.
Network Server
LAN
ModularMessaging
Central StoreApplication Servers (MAS)
PBX
If a Mailbox store is not available:
• Callers can still leave messages on MAS
• Offline Access to call answer messages
• Consolidation when store service resumes
If a MAS is unavailable:
• MM system is still fully operational !
However capacity is reduced
MAS returns to service transparently
Availability and Redundancy
xofflinestore
xofflinestore
11© 2006 Avaya Inc. All rights reserved. 11© 2005 Avaya Inc. All rights reserved.
Migrate your users at ease
Octel®200/300*
Serenade
Octel®250/350
Aria
Intuity™ AUDIX®MAP 5, 40, 100
Migrate to the latest and greatest IP messaging:
• Leverage the user experience
• Leverage the admin experience
• Migration pricing incentive
• Migration services for configuration and data
• Network seamlessly with other voicemail systems
• Migration of system data and messages
* IBM Lotus Domino currently supported with MM R.1.1
Serenade-like TUIAria-like TUI
AUDIX-like TUI
Modular MessagingModular Messaging
IBM LotusDomino*
MicrosoftExchange
Avaya Message Storage Server
© 2006 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.
Modular Messaging 3.0Feature Details
Modular Messaging 3.0Feature Details
Now Available!
Key:(M) = MSS(E) = Exchange
13© 2006 Avaya Inc. All rights reserved. 13© 2005 Avaya Inc. All rights reserved.
Choice of Familiar Telephone User Interface
Octel®250/350
Aria
Intuity™ AUDIX®MAP 5, 40, 100
Octel®200/300
Serenade
User Productivity
Avaya Message Storage Server
with MM R2 R3
MicrosoftExchange
with MM R1.1 R3
IBM LotusDomino
with MM R1.1 R3+
or
orAUDIX-like TUI
Serenade-like TUI
Aria-like TUI
IBM Lotus Dominoin subsequent dot release
Subscriber TUIs• Administered per
subscriber
Subscriber TUIs• Administered per
subscriber
Common TUIs• Caller(R2)
• Offline Access(R3)
Common TUIs• Caller(R2)
• Offline Access(R3)
Avaya Messaging Application
Server
14© 2006 Avaya Inc. All rights reserved. 14© 2005 Avaya Inc. All rights reserved.
MM 3.0 TUI Enhancements
Subscribers’ Experience (M)(E)
– Modular Messaging Aria, AUDIX, & Serenade-like TUIs
– Consistent Features across TUIs such as:
• Off-line Storage & Access toCall Answer Messages
• Record Caller Application Announcements
• Mailbox Initialization for Recorded Name & Password
• Audible Hour Glass
• Enable/Disable Find Me
– User option to hear Date/Time prior to message playback (Aria)
Administrators’ Experience
– Each TUI assigned on a COS basis in a single system (M)(E)
– Data migrations from O200/O300 toAvaya Message Storage Server (M)
Callers’ Experience (M)(E)
– Common Caller Interface
– Improved Multi LingualCall Answer
– TTY Hold & Go-Ahead Prompts
– Holiday Routing forCaller Applications
– Find Me Music on Hold
User Productivity
15© 2006 Avaya Inc. All rights reserved. 15© 2005 Avaya Inc. All rights reserved.
Web Subscriber Options (M)(E)
Subscribers can manage their mailbox from the Intranet
– Greetings
– Mobility Options
– Notification
– Languages
– Time Zone
– Personal Distribution Lists
Doesn’t require deployment of additional software to the desktop for managing the mailbox
Microsoft Internet Explorer 6.0
Server Deployment Options
– Co-resident with Web Client Server
– Standalone Web Server
– Co-resident with MAS (at lower capacities)
User Productivity
16© 2006 Avaya Inc. All rights reserved. 16© 2005 Avaya Inc. All rights reserved.
Web Client Enhancements (M)
Standard Avaya “Look & Feel”
Edit Subject Line
– Outlook Plug-in too!
Drag & Drop messages into Save/Delete Folders
No pop-up windows
New Message Notification
Linked to Web Subscriber Options
Avaya MSS only
Microsoft Internet Explorer 6.0
Microsoft Outlook andIBM Lotus NotesThick Clients also available
User Productivity
17© 2006 Avaya Inc. All rights reserved. 17© 2005 Avaya Inc. All rights reserved.
Expanded International Support (M)(E)
New LanguagesTUI
– Australian English (from MMR2)
– Korean– Hebrew (from MMR2)
– Spanish (Castilian)Outlook / Subscriber Options
– KoreanWeb Client / Avaya Voice Player
– Chinese (simplified)– Chinese (traditional)– Japanese– Korean– Dutch
Multi-Lingual Call Answer
Per subscriber basis
– Multi-Lingual on/off
– Primary, Second, Third language
User control via Subscriber Options
Match caller’s preference if a local subscriber and language is associated with called mailbox
Remote and Outside Caller’s select language choice from menu options
User Productivity
18© 2006 Avaya Inc. All rights reserved. 18© 2005 Avaya Inc. All rights reserved.
Languages
Mandarin (P
RC
)
Mandarin (T
aiwan)
Sim
plified
Traditional
Dutch
Australia
United K
ingdom
US
-123
US
-AB
C
US
-TT
Y
International
Canada
France
Standard
Germ
an
Hebrew
Italian
Japanese
Korean
Portuguese (B
razilian)
Castilian
Latin Am
erican
International
MM-Aria R1.1 n/a n/a n/a n/a n/a
Common Caller Interface n/a n/a n/a n/a n/a
MM-Aria n/a n/a n/a n/a n/a
MM-AUDIX n/a n/a n/a n/a n/a
MM-Serenade n/a n/a n/a n/a n/a
Message Networking n/a n/a n/a n/a n/a
TTS Text-To-Speech n/a n/a n/a
Subscriber Options n/a n/a Web Subscriber Options n/a n/a Microsoft Outlook Add-In n/a n/a IBM Lotus Notes Add-In n/a n/a Web Client n/a n/a Avaya Voice Player n/a n/a Fax Cover Page (MSS) n/a n/a MAS Administration n/a n/a MSS Administration n/a n/a
PRODUCTCOMPONENT
LANGUAGE
TE
XT
SpanishChinese English French
PR
OM
PT
S
User Productivity
19© 2006 Avaya Inc. All rights reserved. 19© 2005 Avaya Inc. All rights reserved.
Accessibility for disabled callers and subscribers– Section 255 of the Telecommunications Act requires access to
telecommunications equipment– Section 508 of the Rehabilitation Act establishes purchasing criteria
for U.S. federal government agencies
Features– Provides one mailbox for voice and TTY – No button press required in order for a TTY caller to leave a message– Language selection prompts played only when needed
• Includes TTY “GA” (“Go Ahead”) along with beep to record
Notes– Requires G.711 encoding– Not available with IP integrations
Industry Leading TTY/TDD (M)(E)
User Productivity
20© 2006 Avaya Inc. All rights reserved. 20© 2005 Avaya Inc. All rights reserved.
IP Switch Integrations (M)(E)Session Initiation Protocol (SIP)– SIP Enabled MM serves all Avaya endpoints– 48 sessions per MAS with new S3500; 20 with S3400– Simplified Administration– Fax support targeted for Service Pack post General Availability– Octel Analog Networking for MM-Exchange– IP shuffling
Increase Capacity over H.323– Increase to 30 sessions per MAS
with new S3500
SIP Phone
Softphone
Avaya SIP Enablement
Services (SES) 3.1
Avaya Communication Manager 3.1 Digital/Analog
Phones
H.323 Phones
Exchange
Avaya MSS
or
Avaya MAS
Modular Messaging 3.0
Avaya
SIP Phone
Cisco
Exchange
Avaya
IP Telephony Advancements
21© 2006 Avaya Inc. All rights reserved. 21© 2005 Avaya Inc. All rights reserved.
Multiple Time Zones (M)(E)
• Single site to serve needs of many• User’s default time zone defined on Class of Service basis• Users can modify their Time Zone in Subscriber Options
• 75 Distinct Time Zones to account for Daylight Savings
System Consolidation
22© 2006 Avaya Inc. All rights reserved. 22© 2005 Avaya Inc. All rights reserved.
LAN Back-up (M)
DVD Back-up still available
Complete System Back-up & Restore
– System Data
– Messages
– Greetings
– Recorded Names
Can be attended or scheduled and unattended
Gigabit LAN available on S3400 & S3500 servers
– S3400 originaly shipped as R2.0 have 1Gb
– S3400 servers originally shipped as R1.X are 100 Mb
Exchange Back-up available via 3rd Party Tools
LAN
Network Attached Storage
MAS
MSS
Easing Administration
23© 2006 Avaya Inc. All rights reserved. 23© 2005 Avaya Inc. All rights reserved.
Additional Administration Features
MWI Interrogate & Refresh Tools (M)(E)
Customer Downloadable Patches from support.avaya.com (M)
Improved SMS deployment and simplified installation of desktop clients (M)(E)
Latest Operating System Support
– RedHat Enterprise Linux v4 (MSS)
– Microsoft Windows 2003 (MAS) (M)(E)
Block Call Answer Fax receipt on Class of Service basis (M)
Avaya Directory Enabled Management (API) Support (M)
– Allows for LDAP Synchronization
– Third Party Development required (e.g. Star Fish) to meet customers’ specific environment
Easing Administration
24© 2006 Avaya Inc. All rights reserved. 24© 2005 Avaya Inc. All rights reserved.
New S3500 Messaging Server
Message Application Server
– Increased T1/E1 ports per MAS for Intuity/Serenade TUI users
– Increased IP capacity / MAS • 48 SIP on S3500 vs 20 on S3400• 30 H.323 on S3500 vs 20 on S3400
– Increased Performance
– Smaller Rack Footprint (2U)
Message Storage Server (high-availability)
– 2500 IMAP sessions (up from 1000)
– Increased Performance
– Smaller Rack Footprint (2U)
Introducing the S3500 server from Avaya – All Servers: 3.4 Ghz Intel P4 processor, 2U form factor, 2 GB RAM, Quad hot/swap fans
– MAS: 2 slot telephony card capacity, 80GB disk space. DVD-ROM
– MSS-H: 292GB disk space (4 hot-swappable disks), DVD-RAM, Dual hot/swap Power
– MSS-S: 160GB disk space (2 disks), DVD-RAM
S3500
Reasons to consider a new S3500 messaging server:
Hardware Upgrade NOT necessarily required for Modular Messaging 3.0– Modular Messaging 3.0 will run on existing S3400 servers, but without performance gains
– S3500 and S3400 servers can be mixed together in configurations
Message Storage Server (standard)
– Increased Performance
– Smaller Rack Footprint (2U)
Hardware Platform Update
25© 2006 Avaya Inc. All rights reserved. 25© 2005 Avaya Inc. All rights reserved.
Serviceability, Maintainability, & Reliability
Simplified Installation– Install Planning Tool
– 4 Hour target install for new software with a standard MM configuration(single MAS with MSS)
Configuration Simplification– Reducing the complexity of configuring an MM system.
– Address configuration consistency between MAS and MSS
Error Handling/Logging and Recovery– Reworking logging signatures for all logging in the system
– Work log flexibility/verbosity to make logs more gatherable
– Bolstered Error Recovery Strategies
“MM Snap” tool– Provides a reliable, easy to use way to extract useful debug information
from a field system
Avaya Supportability Enhancements
26© 2006 Avaya Inc. All rights reserved. 26© 2005 Avaya Inc. All rights reserved.
Modular Messaging 3.0: Feature SummaryUser Productivity
– Familiar TUIs (Aria, AUDIX, Serenade)– Web Subscriber Options– Enhanced Web Client for message retrieval– Expanded International Support– TTY/TDD for callers and users– Subject Line Edit
IP Telephony Advancements– SIP Integration to Avaya Communication Manager– H.323 session capacity increase
System Consolidation– Multiple Time Zones– 2,500 simultaneous IMAP sessions– Avaya MSS or Microsoft Exchange
Easing Administration– LAN Back-up– MWI Interrogate and Refresh– Downloadable patches– Call Answer Fax as COS– Windows 2003 & RedHat Enterprise 4– Avaya Directory Enabled Management API (LDAP Synchronization)
27© 2006 Avaya Inc. All rights reserved. 27© 2005 Avaya Inc. All rights reserved.
Investcorp International Uses an Avaya Mobility Solution to Maintain Contact All Around the Globe
Challenge– Investcorp International wanted a communications platform that would link its worldwide employees by enabling
them to use any telephone, anywhere in the world, therefore enhancing user mobility.
Solution– Avaya Modular Messaging enables Investcorp employees to communicate anywhere in the world as easily as
they do in the office. By tapping the capabilities of Microsoft Exchange, Avaya Modular Messaging can collate all voice mail and e-mail messages to a recipient on the same computer screen.
Value Created– Consistent, branded customer experience through Avaya Modular Messaging which collates all voice mail and e-
mail messages to a recipient on the same computer screen, in chronological order.
– Faster linkage of people, processes and resources with Avaya Modular Messaging which connects the employees that typically generate 5,000 to 7,000 e-mail messages daily, during a workday that stretches across a dozen time zones.
– More agile, secure and reliable operations because Avaya Modular Messaging enables mobile professionals to access all types of messages – voice, e-mail, and fax – through a single interface.
– Allow mobile knowledge workers to manage their time more efficiently, because they can select the access tool of their choice – their computer or any telephone, anywhere in the world – and work with all their voice, e-mail, and fax messages in one session.
– Leverages the capabilities of Microsoft Exchange to make voice messages as versatile as e-mail messages. They can be stored, forwarded, filed, and reused by everyone involved in a business deal.
– Provides control over communications. Staff can choose where and when they deal with all messages without having to switch between the phone and PC.
Case Study
28© 2006 Avaya Inc. All rights reserved. 28© 2005 Avaya Inc. All rights reserved.
With Avaya Modular Messaging, International Legal Eagles Keep in Touch No Matter Where They Fly
Challenge– The lawyers at Richards Butler wanted their clients to feel that they can contact a lawyer at the
firm at any time, whenever the need arose.
Solution– Richards Butler is using Avaya Modular Messaging to access and manage voice, fax and e-mail messages
through either a multimedia PC, a mobile or fixed-line phone, or through any Internet connection. With all messages stored in a single Microsoft Exchange inbox, users can access their messages, see the subject of each message, when it was sent and by whom. Users can then easily access, store, file and organize all their messages through their preferred media interface.
Value Created– Consistent, branded customer experience by enabling lawyers to change plans at a moment's notice ─ to walk
into an entirely new situation ─ and need only a mobile phone to remain entirely connected to the office. Eliminates the uncertainty of not knowing when, where and how lawyers at the firm can access messages
– Intelligent, personalized interactions with customers by allowing lawyers to respond at any time, anywhere in the world, to any sort of conflict, concern or questions regarding their clients.
– Faster linkage of people, processes and resources by enabling lawyers to manipulate messages, extract the important ones and delete the others, to reply by voice-mail, and to collaborate with colleagues in other countries for increased business continuity.
– More agile, secure and reliable operations by providing absolute control over where messages are sent and received ─ a pre-requisite in the practice of international law. Helps its lawyers ensure that exactly the right people see the right information.
Case Study
29© 2006 Avaya Inc. All rights reserved. 29© 2005 Avaya Inc. All rights reserved.
Visiting Nurse Service Relies On Avaya IP Telephony To Deliver Vital Healthcare Services Across the Big Apple
Challenge– Strengthen system reliability and enhance business continuity to keep essential services flowing
under any, and all, circumstances; upgrade to advanced contact center capabilities needed to manage and improve the quality of client service; replace existing telephony service with a less costly, easier to manage platform.
Solution– A comprehensive converged communication solution from Avaya ensures business continuity and
continuous communications across the VNS Metropolitan Area Network. The Avaya solutions created an “always on” intelligent communications environment to support mobile workers and clients by utilizing the latest unified communications and mobility applications.
Value Created– Faster linkage of people, processes and contact center resources creates more productive internal
collaboration for critical services delivery
– More secure, reliable, and agile business operations to ensure business continuity
– Converged network management improvements significantly reduce costs and deliver net annual savings of $900,000
– Highly efficient contact center delivers more personalized client interactions
– Mobile workforce drives increased responsiveness to patients with easy-to-use communication tools
Case Study
30© 2006 Avaya Inc. All rights reserved. 30© 2005 Avaya Inc. All rights reserved.
Avaya Modular MessagingOffice Partners Provides Better Service to Tenants
Challenge:– Offer multiple clients and tenants a flexible, intuitive, easily accessible messaging
solution
Solution:– Avaya Modular Messaging 3.0 allows tenants to keep familiar user interface and
easy access to messages while providing a path to integrate with advanced applications
Business value created:– Improved client service: familiar interface and integration to e-mail. Clients and
tenants have choice of TUI
– Reduced operational cost: servers “flattened” and consolidated in favor of lower administrative and maintenance effort
– Future-proofed: open standards and SIP support
Case Study
31© 2006 Avaya Inc. All rights reserved. 31© 2005 Avaya Inc. All rights reserved.
Questions & Answers
And
Thank You!
Questions & Answers
And
Thank You!
32© 2006 Avaya Inc. All rights reserved. 32© 2005 Avaya Inc. All rights reserved.
Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™
FIFA Women’s World Cup USA 2003
33© 2006 Avaya Inc. All rights reserved. 33© 2005 Avaya Inc. All rights reserved.
Languages
Mandarin (P
RC
)
Mandarin (T
aiwan)
Sim
plified
Traditional
Dutch
Australia
United K
ingdom
US
-123
US
-AB
C
US
-TT
Y
International
Canada
France
Standard
Germ
an
Hebrew
Italian
Japanese
Korean
Portuguese (B
razilian)
Castilian
Latin Am
erican
International
MM-Aria R1.1 n/a n/a n/a n/a n/a
Common Caller Interface n/a n/a n/a n/a n/a
MM-Aria n/a n/a n/a n/a n/a
MM-AUDIX n/a n/a n/a n/a n/a
MM-Serenade n/a n/a n/a n/a n/a
Message Networking n/a n/a n/a n/a n/a
TTS Text-To-Speech n/a n/a n/a
Subscriber Options n/a n/a Web Subscriber Options n/a n/a Microsoft Outlook Add-In n/a n/a IBM Lotus Notes Add-In n/a n/a Web Client n/a n/a Avaya Voice Player n/a n/a Fax Cover Page (MSS) n/a n/a MAS Administration n/a n/a MSS Administration n/a n/a
PRODUCTCOMPONENT
LANGUAGE
TE
XT
SpanishChinese English French
PR
OM
PT
S
User Productivity