Avaya Application Enablement Services (2005)

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

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

5. 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
• Secures the network infrastructure by providing a secure link
to your Communication Manager
What is Application Enablement Services?

6. 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
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
What is Application Enablement Services?

7. ASAI
Software
DLG (DEFINITY
LAN Gateway)
Clients
CVLAN r6/r8
Clients
Avaya CT
Clients
CMAPI
Clients
CMAPI Server
Avaya CT Server
CVLAN r9/9.1 Server
MAPD
Med Pro
Previous CTI Offerings
• 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

8. Application Enablement Services

9. Making Voice Applications Possible
Applications Made Possible by Avaya Application Enablement Services
Voice
Network
Enterprise Network
First Party Call
Control
Applications
Media Based
Applications
Third Party Call
Control
Applications
Voice Features
Embedded in
Applications
Media Servers
Control
Network
Business
Application
Services
Port
Network
Analog,
Digital &
IP Phones
Wireless
Phones
Mobile
Phones
SoftPhones
Databases
Media Gateways
Administrative
Applications
Application Enablement Services
“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.
Controls can be
embedded into
applications (such as
CRM) and/or be part of a
standalone contact
management
application.
Administrative applications can:
• Add/Delete/Change Agents
• Change Agent Assignments
• Configure Telephone Sets
• Etc.

10. Why Web Services?
• Platform / Language / Transport Independent
o We use Apache Axis and Java, but you don’t have to.
o 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:
o Make Call
o Transfer Call
o Conference Call
o Disconnect Call
o 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
o Client application does not need to deal with connections, call
identifiers, etc.
o 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:
o Enables a single, shared, user identity concept for users of Avaya
communication services and applications
o 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. AE Services
TSAPI Service
Telephony
Service **
AXIS SOAP
Container
SOAP
3
Portal Server
Enterprise
Custom Portlet LAN/VP
N
ClickToCall
Java Client
2 Portal
Client
User 1
1
4
Avaya
Communication Manager 3.0
Call Setup as 3rd Party
Call Control
Telephony Service includes:
- Make, Drop, Answer,
Transfer and Conference
call
- add on security via HTTPS
and authentication
- no client software
- business software integration
6
Public
Switched
Telephon
y
Network
5
Telephony Service: Click-To-Call App

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

18. VoIP based recording Solutions Have
Clear Advantage Over Legacy (TDM) Systems
“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
• 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.

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

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

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
ASAI
ASAI
• 99 AUX Reason Codes (up from 9)
• 64 Links (up from 16 links)
CY2006 CY2007
CY2005
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
• Call Origination from SIP Endpoints

22. For More Information
• Interested in learning more about AE Services?
o 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?
o http://www.avaya.com/gcm/master-usa/en-
us/corporate/alliances/devconnect/index.htm

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