2U00146W With Notes Avaya Aura

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2012Avaya, Inc. All rights reserved.

2U00146W
Selling Avaya Aura
Solutions for
Unified Communications

Speaker Notes/Script:
Welcome to Selling Avaya Aura
for UC Solutions, course number 2U00146W.

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Module 1 Course
Introduction
Lesson 1 Course
Introduction

In this first module, we will discuss the course introduction which contains an
overview of the topics or objectives covered in this course.
Knowing the topics for this course will help you verify that this is the correct course
for you to take.

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Avaya Aura
architecturefor all clients:

Evolutionary
Revolutionary
Enables people-centric collaboration
Course Introduction

During this training session we will be discussing the Avaya Aura
architecture.
For our existing client base, including Nortel Enterprise clients, this is an
evolutionary architecture that permits them to evolve at their own pace.
For new clients, our SIP-based session approach allows network intelligence and
productivity that is nothing short of revolutionary.
Avaya Aura is key for any business that wants a next-generation communications
solution that enables people-centric collaboration.
So whether you are supporting new or existing clients, understanding the
components, purpose, features, and benefits is essential knowledge. As a
salesperson, you must be able to assist your client in visualizing the integration
and savings associated with our flagship architecture. This, along with competitive
information, is the subject of this course.

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Course Overview
This course provides an overview for Avaya Aura
.
Topics covered in this course include:
The purpose and features
The components
The market
Client business challenges and opportunities
Matching components to needs
The value proposition
Licensing and packaging
Global competition
Overcoming objections
Resources available
Course Duration: 3.15 hours

During this 3-hour overview course on Avaya Aura
,

we will cover the following
topics:
The purpose and features of the Avaya Aura architecture and its components
The market for Avaya Aura
Discovering the clients business challenges and opportunities
Matching the clients challenges with Avaya Aura components
The value proposition for Avaya Aura
The licensing and packaging of Avaya Aura
Global competition
Overcoming the clients objections using service offerings and savings, and
Resources available to support you in your sales efforts.

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Module 2 Avaya Aura
Overview
Lesson 1Purpose and
Features
Lesson 2Components in
the Avaya Aura Architecture
Lesson 3Market for Avaya
Aura

In this module, we will look at an overview of Avaya Aura
.
It contains three lessons that will include an overall look at the purpose and
features of the architecture, a more detailed look at the components that make up
the architecture, and the market and key industries for the solution. We will start
with the purpose and features of Avaya Aura
.

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Lesson Objectives
Describe the purpose of the Avaya Aura
architecture.
Describe the features of the Avaya Aura architecture.
Explain the differences between the single-server
and multi-server deployments.
25 minutes
Lesson Duration: 25 Minutes

After competing this lesson, you should be able to:
architecture,
Describe the features of the Avaya Aura

architecture, and
Explain the differences between the single-server and multi-server
deployments of Avaya Aura
.

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Avaya Aura
Purpose

There are several purposes for Avaya Aura
. Click on each of the four photos or

titles to learn about the four purposes for the architecture.
The purpose of Avaya Aura

is to provide an architecture or foundation for Unified
Communications (UC) and Contact Center (CC).
It creates the environment that will support the next-generation, people-centric
collaboration that businesses need.
The architecture is often described as being both evolutionary and revolutionary .
That is because it allows our existing clients to evolve to this new architecture at a
pace they are comfortable with. It is revolutionary because it is not just another
PBX-centric environment. It creates a UC and CC foundation for the future that
requires people-centric collaboration.
Using a SIP-based environment, Avaya Aura provides the basic UC functionalities
youd expect: call processing, messaging, networking and routing, and system
management. But it also provides other advanced UC functions that are not as
common, such as presence services, secure external access, and interoperability
with third-party hardware and applications. After you have reviewed each of the
four topics, click on the forward arrow to continue.

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Popup 1

The purpose of Avaya Aura is to provide an architecture or foundation for Unified
Communications (UC) and Contact Center (CC).
Click the exit button to close this window.

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Popup 2

It creates the environment that will support the next-generation, people-centric
collaboration that businesses need.

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Popup 3

The architecture is often described as being both evolutionary and revolutionary.
That is because it allows our existing clients to evolve to this new architecture at a
pace they are comfortable with. It is revolutionary because it is not just another
PBX-centric environment. It creates a UC and CC foundation for the future that
requires people-centric collaboration.

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Popup 4

Using a SIP-based environment, Avaya Auraprovides the basic UC
functionalities youd expect: call processing, messaging, networking and routing,
and system management. But it also provides other advanced UC functions that
are not as common, such as presence services, secure external access, and
interoperability with third-party hardware and applications.

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Avaya Aura
Features

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Popup 1

SIP-based session management
This means that we use non-proprietary text commands for setup, management,
and termination of communications sessions. The focus has moved away from
calls to sessions.
Because SIP is an open standard that uses simple text-based commands, it is very
easy for developers to create custom applications without knowing the details of
communications with different hardware and software.

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Popup 2

Scalability
Avaya offers a single-server version of Avaya Aura for smaller deployments and a
multi-server version for larger deployments.
We offer cost-effective configurations from 250 users up to 250,000 users.

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Popup 3

IMS-type architecture
Avaya Aura is a three-tier IMS type (IP media subsystem) architecture.
It has an application layer or tier,
A connection layer or tier, and
An access layer or tier.
We will go into more details on the layers in an upcoming lesson.

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Multi-vendor
Another feature that makes this architecture revolutionary is its ability to integrate
solutions from multiple vendors.
This includes other vendors hardware and third-party applications.
What makes this level of integration possible is our support of the open SIP
standard, plus our ability to offer hardware and software or middleware to front-end
existing non-SIP hardware and translate for non-SIP software.
We will discuss this in more detail in upcoming lessons.

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Reliability and security
Although there are many other features of Avaya Aura, the last one we are going
to highlight is reliability and security. Using geo-redundant duplicate servers, and
backup systems in the core and at remote gateways, we can achieve reliability up
to greater than 99.999%, or five nines. For security, in addition to the Avaya Aura
SBC and the new Avaya/Sipera SBC for external access, the architecture also
supports end-to-end encryption of communications without additional hardware or
software.

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The Avaya Aura
Architecture

Architecture Layers
This drawing shows a complete Avaya Aura
architecture. Since the environment

is so flexible, there are many applications or components that can be includedtoo
many to show them individually. So we have grouped the applications or
components. So instead of showing four or five different messaging systems that
could be part of the architecture, we show just a single server labeled Messaging
to represent all of the possible messaging systems. Every client will have some of
the groups shown here; very few will have all of them.
To simplify our discussion, we will be looking at one layer at a time. Right now, we
want you to understand where the layers are located in the architecture and the
general reason why those groups or components occur in that layer. We will
discuss the components in each layer in more detail in another lesson.
There are three layers in the Avaya Aura
architecture: application, connection,

and access. On the left side, you will also notice that there is a single management
application for the entire architecture. Click on the name of the layer and the
management application to learn more. After learning about each of the layers and
the management of the architecture, click the forward arrow to continue.

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Popup 1

Application Layer
There are many applications that can be included in the application layer. They
must use SIP to communicate with Session Manager in the connection layer. The
apps that a user might want to utilize are part of this layer. But unlike the handheld
smart device you use every day, Session Manager automatically selects the app
that will provide you the function or service you require. Shown here are some
examples that we will discuss in greater detail in an upcoming lesson. We have
grouped them for simplification. The groups include call processing, messaging,
presence, collaboration, contact center, and third-party applications.
Note: The servers shown here for the Avaya apps are the current HP and Dell
common servers that were sold at the time this course was created. Not all
applications use these servers, and the Avaya common server is continually being
updated and replaced. The third-party applications could run on a variety of
servers, and the one shown here is illustrative.

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Connection Layer
The connection layer connects the application layer and the access layer. This
layer does the authentication of users and connects them to the required
application or applications. The users in the access layer request a service or
function, and components in this layer determine the applications required for that
function and route the request to the specific application or applications. As an
example, the simple function of checking voice mail requires support from both the
call processing application, such as Communication Manager, and the messaging
application, such as Avaya Avaya AuraMessaging.
This layer also provides connectivity to external networks, such as the Internet and
service providers. This access is through an SBC or session border controller for
security reasons.
Components in this layer include Session Manager, session border controllers, and
possibly a Mediant 3000 SIP trunk gateway. Each of these components will be
discussed in more detail in an upcoming lesson.

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Access Layer
The access layer contains all of the endpoints or devices that need to utilize the
apps in the application layer. All of these components must also communicate by
way of SIP.
Shown here are some examples that we will discuss in greater detail in an
upcoming lesson. Again, we have grouped them for simplification. The groups
include hardphones, soft clients, servers and gateways, third-party PBXs, and
third-party applications.

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Management
Management of the Avaya Auraarchitecture is provided by Avaya Aura System
Manager.
It provides management for applications and software in each of the three layers
previously discussed.
The server or servers can be centrally located anywhere in the network where
there are administrative staff.
A common interface eliminates the need to have multiple interfaces to manage
Avaya products in the network, which is very appealing to the IT group of any
enterprise.
The user interface or UI is very user friendly and makes management quite easy.
The complete architecture can be administered from a single centralized server.
Some applications require detailed administration not supported by System
Manager. In these cases, System Manager works with the application-specific
administrative application to provide that functionality. Communication Manager is
one such application. It requires the use of Integrated Management to perform
some administrative tasks, such as feature-button assignments.
In the future, System Manager will manage all Avaya Auracomponents.
Click on Components using System Manager to learn more.

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Popup 4a

Listed on this slide are some of the components that have adopted the use of
System Manager. You may notice that these components are from all layers of the
architecture. Take a moment to read through this list. When you are ready, click
the exit button to close this window. Keep in mind that not all releases of these
products are supported by System Manager, and that the level of administrative
functionality varies by product.

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System PlatformPurpose
Virtualization platformsupporting multiple
operating systems and applications
Not a separate product
Located in multiple layers
A single server imitates multiple servers
Speeds deployment with templates
Manages allocation of server hardware

System Platform s Purpose
Throughout this course and many Avaya documents, the term System Platform is
used. Although it is not an actual product or component of the architecture, it is a
key foundation for many components. So we have included an explanation of its
purpose on this slide and some of the features on the next slide.

System Platform is a virtualization platform capable of supporting multiple
operating systems and applications. This software is used as the virtualization
platform for many Avaya Aura
components, including Communication Manager,

Session Manager, Avaya Aura Solution for Midsize Enterprise, Avaya Aura
Conferencing, and Avaya Aura Application Enablement Services, to highlight just a
few.
Since it is not a product, it is not shown anywhere on our architecture diagram.
But it is the magic behind many applications, and supports applications in all
layers of the architecture.
It provides a common framework that uses virtualization technology and allows a
single server to imitate multiple servers.
System Platform uses templates to determine which applications can be loaded
onto System Platform and the capacity of these applications so that the system
runs efficiently. Templates also speed system deployment with use of optional
defaults and formatted spreadsheets for entering users, capabilities, restrictions,
and so on.
Lastly, it manages the sharing and allocation of server hardware resources
including the memory, central processing unit or CPU, network interfaces, and disk
storage.

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System PlatformFeatures
Applications on SystemPlatform, not on server
Provides common look and feel to applications
Common and simplified installation and support
processes
Utilizes Citrix XEN Hypervisor
Does not require a license

System Platforms Features
The purpose of System Platform, we just discussed, really defines what this
product does. However, it does have a number of features. For instance:
The applications reside on System Platform rather than natively on the server
hardware.
It also provides a common look and feel to the applications that use it. Therefore,
the management of the applications that use System Platform is made easier.
It also delivers common simplified installation and support processes such as:
Remote installation and support reducing the need for a service technician
to visit customer's site, or the on-site work can be done by a less skilled
technician, and
Self-service software downloads and licensing making management of the
system easier.
The actual virtualization software is Citrix XEN Hypervisor. This was selected over
VMWare because at the time of our selection, it performed better supporting real-
time applications. As an added bonus it is an open-source product.
You should know that System Platform does not require a license itself, but the
products that sit on top of it may require licensing.

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Avaya Aura
Solution for Midsize Enterprise

Avaya Aura
Solution for Midsize Enterprise

Weve talked about the Avaya Aura
architecture with its three layers, that is a

multi-server solution for up to 250,000 users. Now well talk about a slightly
different Avaya Aura environment, designed for the midmarket, called the Avaya
Aura Solution for Midsize Enterprise. Click on each of the four photos or titles to
learn more about this midmarket offer. After you have reviewed each of the four
topics, click on the forward arrow to continue.

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Popup 1

Definition
The Avaya Aura
Solution for Midsize Enterprise is a complete Avaya Aura

environment in a single server.
It was designed for midsize enterprises supporting up to 1000 users.
It can be used by all industries and markets.
Clients with up to 250 remote locations can integrate their entire organization into a
common solution.
It is also the next release or migration for existing:
Avaya Aura Solution for Midsize Enterprise 6.1 systems
MBT, or Midsize Business Template, 5.2.1 systems, and
Collaboration Server 6.1 systems

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Popup 2

Complete Avaya Aura
Environment
The Avaya Aura Solution for Midsize Enterprise, or ME, is a complete Avaya Aura,
SIP-based environment, in a single server. It provides full, 6.x versions of the
following UC applications:
Communication Manager,
Communication Manager Messaging,
Session Manager,
System Manager,
Application Enablement Services or AES, and
Presence Services.
The ME offer can be sold to new greenfield customers who want a complete,
revolutionary, UC solution designed for the midmarket. It can also be used by
existing customers who want an evolutionary solution to test their migration to SIP,
Avaya Aura, or Avaya collaboration solutions.

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Benefits
There are many benefits associated with the Avaya Aura
Solution for Midsize

Enterprise, or ME. The benefits highlighted here can be grouped into three
categories: server virtualization, adaptive environment, and business agility.
Server virtualization
Using our System Platform virtualization technology, ME is a complete Avaya
Aura
architecture in a single, virtualized server. So it requires very little rack

space to create a productive UC environment.
Having fewer servers for the solution results in fewer servers to monitor the health
of and periodically update, and fewer possible points of failure.
The utilization of templates requires less on-site expertise, shortens installation
time, and combined with remote administration, allows significant improvement in
productivity.
The reduced hardware makes it a green solution that uses 32% less energy than
ShoreTel.
In addition to energy savings, its lower TCO is supported by simple, template-
based installation; single-user interface administration; and reduced hardware to
manage and maintain.
All these benefits should resonate well with the IT manager.
Adapti ve environment
ME provides its clients all of the basic UC features and functionality incorporated
into Avaya Aura. With the 850+call processing features, and functionality such as
presence services and session border control, ME offers more than many
competitive environments and still uses less hardware.
When clients need enhanced capabilities such as advanced collaboration, contact
center, and unified messaging, ME clients can easily add video, IM, social media
collaboration, multi-media contact center, and integrate email, voice mail, and fax.
It is this type of environment that a LOB manager or business user wants to have to
compete.
Business agility
This requires the platform and architecture to be flexible. When a client wants to
trial advanced collaboration, ME can provide that environment.
If they have existing systems that they want to move to Avaya Aura, ME can
support that.
Third-party PBXs can be retained, but enhanced to provide the latest UC features
and functionality.
This is all possible because ME provides the compete Avaya Aura architecture, with the
flexibility or business agility CxOs want supporting their company.

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Popup 4

Client Characteristics
The clients who benefit from this midsize offer include:
Customers with 250 to 1000 users. Although the solution could be used with
fewer users, other Avaya solutions are typically more cost effective and
competitive.
Customers who need 250 or fewer remote locations. Although this limit is
normally not a problem for this size customer, it does allow them deployment
options and flexibility not always available in a midsize solution.
Customers who need or want the complete Avaya Aura
unified
communications functionality, without the cost and complexity of a multi-
server solution.
Customers who want the option to be able to have a standby server and
eliminate a single point of failure with a High Availability option.
And, finally, customers who do not need a full, multi-media contact center
currently, but want the option to easily integrate it in the future.

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UC In-a-Box with Avaya Aura
at the Core
Communication Manager/CM
Messaging 6.2
Session Manager 6.2
Application Enablement6.1
System Manager 6.2
Presence Services 6.1
Utilities Server 6.2 (DHCP, HTTPS,
monitoring, management)
from
Expand user and client experience
applications
Avaya Aura
Messaging
Target 250 to
1000 users,
10s of
locations
Single path
install, fast,
less costly
Server
virtualization,
common
management
interface
Secure remote
alarming and
access (SAL)
to Avaya Aura Solution for Midsize Enterprise
Uses System Platform 6.2 technology
Avaya common
servers (HP and Dell)
UC
All Inclusive
Avaya Aura
Conferencing
Avaya Aura
ContactCenter
Avaya Video
Conferencing Solution
Avaya Desktop Video Device with
Avaya Flare
Experience
Third-party
Applications

This slide summarizes the Avaya Aura
Solution for Midsize Enterprise, or ME.

It uses the Avaya System Platform virtualization technology to condense individual
applications that would normally require six servers into a single server, without
reducing the features or functionality of the applications.
The difference is simply a reduction in the solution capacity. ME uses templates to
reduce implementation and upgrade time and costs. And if clients want additional
features or functionality, just like the multi-server deployment, they can add the
additional servers and software required.

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Avaya Aura
Solution for Midsize EnterpriseComponents

Included Available for a fee
Avaya IntegratedManagement (as appropriate for Edition)
CommunicationManager Utility Services 6.2
+$35/user Avaya Aura Communication Manager Messaging6.2
Avaya Aura Presence Services 6.1
TSAPI Basic TSAPI Basic Avaya AuraApplicationEnablement Services-CTI
Avaya Aura SystemPlatform6.2
Avaya AuraSystemManager 6.2
One connectionlicense per five Avaya
Aura licenses
+$150/connectionlicense Avaya Aura SessionManager 6.2
Avaya Aura Communication Manager 6.2
Avaya Aura (included withME)
Enterpri se Edi ti on Standard Edi ti on
Avaya Aura
Softwareall hardware and support is additional
Avaya Aura Messaging
Avaya AuraContactCenter
1 port per 50Avaya Aura licenses +$510/port Avaya Aura ConferencingStandardEdition
Call Center Elite
PurchasedwithUC All Inclusive Avaya Aura ApplicationEnablement ServicesUC (unifieddesktop)
Avaya Aura/Sipera SessionBorder Controller
+$60/user Avaya one-X UC All Inclusive
+$10,000 +$10,000 Avaya Aura Media Services
Avaya Aura Application Suite

This slide shows the applications or components that are included with the Avaya
Aura
Solution for Midsize Enterprise. In another lesson, we will discuss the

different types of Avaya Aura licensing. Right now, you should just understand that
depending on the edition of Avaya Aura

selected, some applications will have an
additional cost.
Take a few minutes to review this chart.

NOTE: Unless otherwise noted, all pricing is shown as global list price in U.S.
dollars. Refer to regional price lists for country-specific pricing. All pricing contained
within, while accurate at the time of publication, should be considered as unofficial.
Students should verify the accuracy of all prices cited.

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Lesson Summary
Purpose of Avaya Aura
Features of Avaya Aura

Architectures layers:
Application layer
Connection layer
Access layer
Management of the architecture
Virtualization platform
Avaya Aura Solution for Midsize Enterprise
Differences: single server and capacities

Lesson Summary
Lets review what we covered in this lesson on the purpose and features of Avaya
Aura
.
First, we looked at the overall purpose for Avaya Aura and the features for Avaya
Aura as a whole.
Then, using a drawing of a complete sample environment, we highlighted the
content of each of the three layers of the architecture: application, connection, and
access. We will look at the components of each layer in more detail in the next
lesson.
Next, we discussed management of the architecture using a centralized application
called System Manager.
Then we looked at the virtualization platform used by many Avaya applications:
System Platform.
And, finally, we looked at the Avaya Aura Solution for Midsize Enterprise.
It is a complete Avaya Aura architecture in a single server with reduced
capacities.

Having completed this lesson and learned about the above topics, you should be able
to:

architecture,
Describe the features of the Avaya Aura

architecture, and
deployments of Avaya Aura
.

Having completed this lesson and learned about the above topics, you should now
be able to:
Describe the purpose of the Avaya Aura architecture.
Describe the features of the Avaya Aura architecture.
deployments.

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We have now finished the lesson discussing the purpose and features of the Avaya
Aura
architecture. Take a moment to test your knowledge and review the information
covered in this lesson by answering the following Knowledge Check
questions.

Slide 35

Knowledge Check

Slide 36

Knowledge Check

Slide 37

Knowledge Check

Slide 38

Knowledge Check

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Module 2 Avaya Aura
Overview
Lesson 1Purpose and
Features
Aura

In this lesson, we will look at the components that can be included in each of the
three layers of the Avaya Aura
architecture. Knowing the essential and optional

components in each layer will help you determine how your specific clients can
incorporate the Avaya Aura architecture into their existing infrastructure.

Slide 40

Lesson Objectives
Identify the components that make up the Avaya Aura
architecture.
Describe each essential components purpose.
Describe each essential components features.
55minutes

Identify the components that make up the Avaya Aura
architecture,
Describe each essential components purpose, and
NOTE: During this lesson, we will highlight the flexibility of the architecture by
listing many optional components that a client could incorporate. Students are
not expected to know the purpose and features of these optional components.

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Application Layer Components

This layer contains some components that are basic or essential and would be
included in every solution, and others that are optional. Because Avaya Aura is so
flexible and supports so many applications, we have organized them into groups,
and only shown some of the applications and possible groups. The groups include
call processing, messaging, presence, collaboration, contact center, and third-party
applications.
Click on each of the group names to see the list of applications.

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Popup 1

Click on each of the two call processing components for additional information
about the purpose and features of that component. Since the features for these
two Communication Manager components are the same, we will only discuss them
once.

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Popup 1a

Communication Manager or CM as a Feature Server
Shown here are two possible components that would provide call processing
functionality: Avaya AuraCommunication Manager as a Feature Server and
Avaya AuraCommunication Manager Survivable Core. Although it is not a
requirement for multiple components in this group, an Avaya Aura environment
always has Communication Manager as a Feature Server, and optionally may
have other components
Click on each of the two call processing components for additional information
about the purpose and features of that component. Since the features for these
two Communication Manager components are the same, we will only discuss them
once.

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Popup 1a - 1

Communication ManagerPurpose
Communication Manager as a feature server is Avayas flagship IP telephony
software on a server 'as an app.' It has no endpoints directly attached to it and it is
no longer simply a PBX-like device. Communication Manager contains rich voice
and video capabilities and robust PBX features, call center, user and system
management functionality, scalability, and high reliability.

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Popup 1a - 2

Communication ManagerFeatures
Communication Manager has a long history of releases, each of which added
additional features. Currently it has 850+customer requested features. Although
no customer uses all 850 features, different users within a company use different
features, and different customers use different features. For each of the 850+
features, some customer, at some time in Communication Managers history,
requested that feature or capability.
Telephony featuresThese comprehensive end-user telephony features facilitate
effective communications among employees, customers, and partners. They
include auto attendant, call pickup, call transfer, call forward, and group page.
Mobility features that include choices for different types of wireless endpoints, hot
desking, and extension to cellular features.
Collaboration features that include ad hoc, user-controlled, six-party conferencing
and Team button functionality.
Additional details on specific features can be found in the solution documentation
posted on support.avaya.com.

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Popup 1a

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Popup 1a - 3

Three Administration Options for Communication Manager
The Avaya Auraarchitecture can include three different Communication Manager
administration options to connect to the core: Feature Server, Evolution Server,
and Access Element. They are each a little different, but they all offer the exact
same feature set of 850+features. The only difference is how they interact with the
Session Manager core.
In the application layer, Communication Manager can be administered as a
Feature Server.
It provides call processing features to any SIP endpoints supported by Session
Manager.
Communication Manager as a Feature Server also provides a client with the full
capability to sequence applications. Communication Manager when it is
administered as a Feature Server does not provide services to non-SIP endpoints.
In the access layer, Communication Manager release 5.2 or R.6X may be
administered to connect to the Session Manager core as an Evolution Server or an
Access Element. The difference is its ability to support SIP endpoints. Only the
Evolution Server supports SIP endpoints; with R5.2, it uses SES or SIP
Enablement Services, and with R6.X, it uses Session Manager.
Unlike the Feature Server, the Evolution Server and Access Element have some
limitations with application sequencing.
Communication Manager, when administered as either an Access Element or as
an Evolution Server, can support multiple protocols and endpoints, including
H.323, DCP, and analog. But only the Evolution Server supports SIP endpoints.
Communication Manager is always included in the architecture. The configuration
for each client is different, and there may be Communication Managers connected
to the Avaya Aura core with any or all of the three administration optionsAccess
Element, Evolution Server, or Feature Serveras the customer requirements
demand.
Once you have returned to the drawing showing the groups and components in
this layer select another component.

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Popup 1b

Survi vable Core's Purpose
The Survivable Core provides a backup to Communication Manager that ensures
that telephony functionality is not lost if Communication Manager (at the core) or
the wide area network (or WAN) fails for some reason. Most often it is located in a
different location than the Communication Manager it supports, so that one
disaster or failure does not impact both servers.
Failover and fallback to or from the Survivable Core can occur whether the
Communication Manager serves as a Feature Server or an Evolution Server or for
a mixture of both. This addition of the Survivable Core to the architecture ensures
survivability of the critical communication system if something goes wrong. This
addition, for many large enterprises, is something that many of our clients have
wanted.
The Survivable Core was previously called the Enterprise Survivable Server, or
ESS.
Up to 64 Survivable Cores can be installed throughout the enterprise.
The Survivable Core provides all of the same 850+features of Communication
Manager that the Feature Server, Evolution Server, or Access Element normally
provides.
Once you have returned to the drawing showing the groups and components in
this layer and select another component.

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Popup 2

Messaging Components
Shown here are three possible components that provide messaging functionality in
the Avaya Auraenvironment: Avaya Aura Communication Manager Messaging,
Modular Messaging, and Avaya Aura Messaging. Most business enterprises
consider voice mail as an essential component. However, there is no requirement
for multiple messaging components.
Communication Manager Messaging is always installed in the same server with
Communication Manager, and is frequently considered essential or part of the
basic Avaya Aura environment. However, if there is a need for a more feature-rich
messaging application, Communication Manager Messaging would normally not be
activated.
Since Modular Messaging and Avaya Aura Messaging are always optional
components and because there are other sales courses covering these feature-
rich messaging applications, we will not be providing any additional detail on these
products in this Avaya Aura overview course.
Click on Avaya Aura Communication Manager Messaging to learn more about the
purpose and features of this essential or basic messaging application.

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Popup 2a

Communication Manager Messaging or CMM
Although this messaging application is not a requirement of the architecture, some
messaging application is typically required, and Communication Manager
Messaging is frequently included in the initial configuration for competitive bids
since it is typically the most cost effective.
Click on each title or picture to see and hear details about the purpose and
features of this application.
After viewing both the purpose and features, click the exit button to return to the
drawing showing the groups and components in this layer select another
component.

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Popup 2a -1

Communication Manager MessagingPurpose
Communication Manager Messaging is an embedded addition to the Avaya Aura
Communication Manager.
It is usually located on the same server as Communication Manager. Depending
on the clients needs and the servers used for Communication Manager, this
messaging application may not be activated for all instances of Communication
Manager
This application delivers basic voice mail features to help improve communications
and simplify information exchange between enterprises.

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Popup 2a -2

Communication Manager Messaging Features
Communication Manager Messaging features include:
Call answerwhich helps ensure that information and messages can be securely
left in a users voice mail box when the user is away from the workplace or on the
phone.
Voice messagingwhich allows users to record a message, address it, and send it
to other Communication Manager Messaging users.
Automated attendantswhich has sophisticated capabilities for customer call
handling, custom prerecorded announcements, and call routing based on the
callers touchtone or DTMF (dual-tone multi frequency) response to menus and
prompts.
Simplified system administrationThe administration is now fully integrated with
Communication Manager with a common Web page look and Help page support.

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Popup 3

Presence Components
Shown here are three possible components that provide presence functionality in
the Avaya Auraenvironment: Avaya Aura Presence Services, Avaya presence-
aware applications, and third-party presence-aware applications. Avaya Aura
includes an entitlement to have Avaya Aura Presence Services in the architecture.
It is the aggregation and dissemination point for presence information. There would
also be an Avaya or third-party presence-aware application or applications
connected to Presence Services. Avaya presence-aware applications include
Avaya H.323 and SIP endpoints and Avaya one-XUC clients. Third-party
presence-aware applications include Microsoft Office Communicator System
(OCS) and any other application that supports SIP/SIMPLE or XMPP protocols to
communicate.
Although there would always be a need for some application to be providing and
displaying presence information, we will not be discussing any of these specific
applications in this Avaya Aura overview course. We will simply be discussing the
Avaya Aura Presence Services or the aggregation and dissemination point for
presence information that is considered basic or essential to the environment.
Click on Presence Services to learn more about the purpose and features of this
essential component.

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Popup 3a

Presence Services
Although this application is not a requirement of the architecture, it is frequently
included because of the growing importance of accurate, aggregated presence
information and because it is an entitlement with Avaya Aura.
After viewing both the purpose and features, click the next button to close this
window and view a screen shot of a soft client showing presence information.
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Popup 3a - 1

Presence ServicesPurpose
Presence Services collects, aggregates, and organizes presence information, not
just in instant messaging, where it is best known today, but across the entire
spectrum of presence-aware applications and communications applications.
Then it disseminates detailed presence information to other applications, about a
given users availability, current activity, preferred mode of communication, and
even user location. For example, in a soft client integrated with Presence Services,
names on a contact list can show if the colleague is on a call, in a meeting based
on his or her calendar, and so on.
Presence Services gathers presence information from many sources including:
Avaya one-XUC clients
Avaya IP phones
Microsoft Office Communicator System (OCS)
Third-party applications

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Popup 3a - 2

Presence ServicesFeatures
Some of its features are:
Multi-protocol/multi-interface support, which means it supports multiple protocols
including SIP/Simple and the XMPP or Extensible Messaging and Presence
Protocol, allowing for aggregation and sharing of presence data to and from many
presence sources.
The Microsoft instant messaging gateway feature allows for native Avaya IM
clients such as Avaya one-XAgent to directly instant message with Microsoft
Office Communicator clients. This productivity feature breaks down barriers
between Unified Communications and Contact Center workers.
Rich presence normalizes and provides rich user presence information, such as
location, device, contact information, and so on for applications and devices.
A High Availability option provides a standby server that can be automatically
activated. This eliminates a single point of failure and human latency, and is a
requirement for applications such as contact centers using presence.

Slide 57

Popup 3a

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Presence ServicesFeatures
Some of its features are:
Multi-protocol/multi-interface support, which means it supports multiple protocols
including SIP/Simple and the XMPP or Extensible Messaging and Presence
Protocol, allowing for aggregation and sharing of presence data to and from many
presence sources.
The Microsoft instant messaging gateway feature allows for native Avaya IM
clients such as Avaya one-XAgent to directly instant message with Microsoft
Office Communicator clients. This productivity feature breaks down barriers
between Unified Communications and Contact Center workers.
Rich presence normalizes and provides rich user presence information, such as
location, device, contact information, and so on for applications and devices.
A High Availability option provides a standby server that can be automatically
activated. This eliminates a single point of failure and human latency, and is a
requirement for applications such as contact centers using presence.

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Popup 4

Collaboration Components
Shown here are two possible components that could provide collaboration
functionality in the Avaya AuraXenvironment: Avaya Aura Conferencing and
Avaya Meeting ExchangeX. There is no requirement for any collaboration
components to be in the architecture. There are other applications that could
provide collaboration functionality that are SIP compliant and could be added to the
applications layer.
The most basic collaboration is a voice or audio conference. This functionality, six-
party or less, is built in to Communication Manager and often called ad-hoc
conferencing. Since Communication Manager is always part of the basic Avaya
Aura environment, basic collaboration functionality is always included with Avaya
Aura.
Customers wanting to expand to larger conferences or multi-media collaboration
will need additional applications, such as the ones shown here. We often refer to
these apps as conference bridges.
There are other courses that cover collaboration, so will not be discussing any of
these specific applications in this Avaya Aura overview course.

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Popup 5

Contact Center Components
Shown here are two possible components that could add multi-media contact
center functionality in the Avaya Auraenvironment: Avaya Aura Contact Center
and Voice Portal. There is no requirement for any contact center components in
the architecture. There are many other applications that support contact centers
that are SIP compliant and could be added to the applications layer.
Most contact centers start with a basic voice-only call center. This functionality is
built in to Communication Manager. Since Communication Manager is always part
of the basic Avaya Aura environment, call center functionality is always included
with Avaya AuraX.
Customers wanting to expand to a multi-media contact center will need additional
applications such as the ones shown here.
Since there is a complete Contact Center curriculum, we will not be discussing any
of these specific applications in this Avaya Aura overview course.

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Popup 6

Third-party Application Components
Shown here are two possible components that provide third-party application
functionality in the Avaya Auraenvironment: Avaya Agile Communications
Environment, or ACE, and third-party applications. If the third-party applications
are SIP compliant, they could be part of the application layer and connect directly
to Session Manager in the connection layer. ACE is an optional component that
makes it easier for third-party developers to create applications that will operate in
the Avaya Aura environment. The programmer does not need to know about the
APIs of different call processing equipment.
ACE is always considered optional since it would not be an included component
unless there was a need to include a non-SIP compliant application. In that case,
both ACE and the third-party application would be included in the application layer.
We will not be discussing any specific third-party applications in this Avaya Aura
overview course. We will simply be discussing the Avaya application, ACE, that
makes the integration of non-SIP applications easier.
Click on Avaya Agile Communications Environment (ACE) ACE to learn more
about the purpose and features of this important middleware application. After
viewing all of the components in this layer of the architecture, use the forward
arrow to select another layer of the architecture.

Slide 62

Popup 6a

Avaya Agile Communications Environment or ACE
Although this application is not a requirement of the architecture, it is frequently
included to simplify the integration of third-party applications.
drawing showing the groups and components in this layer and select another
component.
Slide 63

Popup 6a - 1

ACEPurpose
ACE is an open software platform for multi-vendor UC and Communications
Enabled Business Process, or CEBP, applications.
It provides application program interfaces, or APIs, which hide the details of the
infrastructure so the application developers can create specific applications that
interact with the communications devices without having to know how that device
works. ACE contains a set of Web services that the programmers simply tell their
application to use. These Web services have all the instructions on how to
communicate with the network infrastructure. Therefore, custom application
development is much easier
Avaya ACE also takes XML messages inside the normal Web page, such as a
click-to-call link, or within an XML-based application, such as IBM Sametime or
Microsoft OCS and LCS, and converts them to an instruction that a SIP-based
communication device such as Avaya Aura Communications Manager, Avaya Aura
Session Manager, and Avaya Aura Presence Services can respond to and
understand.

Slide 64

Popup 6a - 2

ACEFeatures
Let's talk about some of the features included in ACE.
Event-dri ven communications enabler. Facilitates richer, event-driven
communications that can be triggered automatically by business process
workflows, contextual information, and system alarms. It enables IT developers to
build communication-enabled applications in days, instead of weeks, by exposing
audio/video call control, text-to-speech, conferencing, and other communications
capabilities as Web services.
Packaged applications and integration. A set of high-ROI, packaged
applications spanning desktop, mobility, and business process integration, and
delivering plug-and-play functionality.
UC system integration. Integrates with UC systems to provide users with a single
communications-rich interface for desktop applications. Accelerates people-
dependent business processes by enabling contextual communications in
business applications.
Proactive Communications Connects front-line customer services with subject
matter experts across the organization to answer customer questions more
effectively. Enables proactive communications out to customers to keep them
informed about the latest news and events.

Slide 65


We have finished our discussion about the components in the application layer. Take a
moment to test your knowledge and review the information covered by answering the
following Knowledge Check questions.

Slide 66

Knowledge Check

Slide 67

Knowledge Check

Slide 68

Knowledge Check

Slide 69

Access Layer Components

Access Layer Components
Now let's look at the components in the access layer. As you may recall, this is
where all of the endpoints and systems that utilize the applications in the
application layer reside. Because Avaya Aurais so flexible and supports so many
access devices, we have organized them into groups and only shown some of the
possible components. The groups include hardphones, soft clients,
server/gateway, third-party PBXs, and third-party applications.
Click on the access layer name to learn more.

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Popup 1

Hardphone components
Shown here are three different types of hardphones: Avaya 9600 series, Avaya
1600 series, and third-party sets. These are part of the physical devices that make
up the endpoints in the access Layer. Avaya Aurasupports both Avaya and non-
Avaya SIP endpoints being directly connected to Session Manager by way of the
LAN/WAN. A clients individual environment may or may not include any direct-
connected endpoints.
Non-SIP-based endpoints cannot be direct connected and must communicate
through a server or gateway that is SIP compliant.
Since detailed information on the 9600 and 1600 endpoints is on the portal and
covered in other training and documentation, we will not be discussing additional
details about them or any of the third-party endpoints in this Avaya Auraoverview
course.

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Popup 2

Soft Client Components
Shown here are four different possible soft clients: one-XCommunicator, one-X
Portal, one-X Mobile, and third-party software. These are part of the software-
based virtual devices that make up the endpoints in the access layer. Avaya Aura
supports both Avaya and non-Avaya SIP soft clients directly connected to Session
Manager by way of the LAN/WAN. An individual clients architecture may or may
not include any direct-connected soft clients.
Non-SIP-based soft clients cannot be direct connected and must communicate
through a server or gateway that is SIP compliant.
Since detailed information on the one-X soft clients is on the portal and covered in
other training, we will not be discussing additional details about them or any of the
third-party soft clients in this Avaya Aura overview course.

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Popup 3

Server/Gateway Components
Shown here are five different possible servers or gateways: Avaya Aura
Communication Manager Survivable Remote, Avaya Aura Communication
Manager as an Access Element, Avaya Aura Communication Manager as an
Evolution Server, Communication Server 1000 R6.0 and later, and B5800 Branch
Gateway. An individual clients architecture may or may not include any servers or
gateways in the access layer.
Click on the components to see additional details about each server/gateway
component we have not discussed previously. Communication Manager appears
in two different layers of the architecture. We have already discussed the purpose
in the application layer and features for other Communication Manager servers. No
matter where Communication Manager is in the architecture, the basic features are
the same. There is a difference in its purpose. The main purpose of the server in
the access layer is to support endpoints that are not SIP based and therefore
cannot connect directly to Session Manager in the connection layer.

Slide 73

Popup 3a

Click on title or picture to see details about the purpose of Survivable Remote.

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Popup 3a -1

Communication Manager Survi vable RemotePurpose
The Survivable Remote is a combination of what was previously called an LSP, or
local survivable processor, and a Branch Session Manager, or BSM.
Its purpose is to use an internal server to provide core functionality and
survivability for SIP and non-SIP endpoints at remote locations during WAN or
other equipment failures. Full remote survivability with all 850+features of
Communication Manager for both SIP and non-SIP endpoints for these locations is
possible.
If there is a failure, the Survivable Remote preserves all local call processing and
features available before the failure, including call center agents and local
announcements.
For example, a client has data centers in New York City and Chicago and has
remote offices in London and Frankfurt. If one of the WAN networks fails in
London, the Survivable Remote provides the telephony functionality until the failed
connection is reestablished. In this situation, it is not the Survivable Core that is
activated, since the core of the communication network in the data centers was not
impacted.
The Survivable Remote has full Communication Manager feature capability, and all
features are updated automatically.
This survivable remote can be installed at up to 250 branches, per Communication
Manager server.

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Popup 3b

Communication Server 1000 or CS 1000
Starting with version 6.0, the Communication Server 1000 can be included in the
access layer.
features of this access component. After viewing both the purpose and features,
click the exit button to return to the drawing showing the groups and components in
this layer and select another component.

Slide 76

Popup 3b - 1

Communication Server 1000Purpose
The Communication Server 1000, or CS 1000, R6.0 and later, like Communication
Manager, is primarily an IP telephony server offering a rich set of UC call
processing features.
It is the natural migration for existing Meridian 1 clients, allowing them to evolve to
IP while retaining their current feature set and endpoints.
CS 1000 has a clear migration path into Avaya Aura. With the introduction of
R6.0, customers can upgrade their CS 1000 and it can be added to the Avaya
Aura architecture as an integrated access element leveraging core Avaya Aura
components such as Session Manager and System Manager for administration.

Slide 77

Popup 3b - 2

Communication Server 1000Features
Similar to Communication Manager, CS 1000 has a long history of releases, each
of which added additional features. Currently it has 750+customer-requested
telephony features. Although no customer uses all of the features, different users
within a company use different features, and different customers use different
features. For each of the 750+features, some customer at some time in
Communication Server 1000s history requested that feature or capability.
With release 7.5, Avaya introduced the integration release, which allows CS 1000
clients to replace the legacy Network Routing Switch (NRS) with the Avaya Aura
Session Manager for centralized routing and dial plan. This release also provided
common management platform integration of UCM into System Manager.
Clients can also enable new capabilities with access to Avaya AuraConferencing
and Avaya Aura Messaging, and even enable presence throughout their network
utilizing Avaya Aura Presence Services.
CS 1000 supports numerous mobility features to enable seamless access to the
network no matter where a user may be. Key mobility applications include Mobile
Extension, which allows simultaneous ringing of your office and mobile phone and
gives you the ability to pick up the call on the appropriate device, and one-X
Communicator support, which introduces a new common soft client for all Avaya
users. iPhone users can also leverage the one-XMobile Lite application, giving
end users desk phone functionality on their mobile device.
E911 support is always a concern when implementing telephony over an IP
network. CS 1000 provides customers an integrated E911 solution that doesnt
require additional servers or applications.
The CS 1000 feature set continues to evolve into the Avaya Aura environment that
will allow customers to take advantage of more and more Avaya Aura features and
applications in the future.
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Popup 3c

B5800 Branch Gateway
The Avaya B5800 Branch Gateway is a very cost-competitive, fit-for-purpose,
flexible branch solution than can be fully integrated with the Avaya AuraSIP
architecture.
Click on each title or picture to see details about the purpose and features of
B5800 Branch Gateway.
After viewing both the purpose and features, click the close button to return to the
component.

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Popup 3c - 1

B5800 Branch GatewayPurpose
The Avaya B5800 Branch Gateway is a very cost-competitive, fit-for-purpose,
flexible branch solution than can be fully integrated with the Avaya Auracore SIP
architecture.
The B5800 Branch Gateway has multiple options for its users. It allows
organizations to extend centralized Avaya Auracollaborative communications to
users and locations, in both a fully centralized mode, with the B5800 used for
survivability, or a mixed mode where selected centralized applications are added
or mixed in for users otherwise using local functionality for their core
communications. The local functionality or apps could include: mobility, voice mail,
conferencing, and auto attendant.
The Avaya B5800 Branch Gateway supports a wide range of analog, digital, IP,
and SIP devices and trunks flexibly across distributed, centralized, or mixed
network deployments with rich built-in local applications plus access to Avaya Aura
shared applications.
With a TCO of up 25% less, the B5800 is an extremely cost-effective thin branch
solution that is simple, easy to deploy, and easy to manage. Through centralized
management and cost-effective features and packaging, the B5800 can lower
branch operating costs today, while enabling incremental evolution to enhanced
business collaboration capabilities tomorrow.
The B5800 provides familiar key-system operation and features, allowing branches
and stores to continue to use these or transition gradually to PBX-style features as
desired.
With the Avaya B5800 Branch Gateway, clients will be able to deploy a branch
solution today as a distributed solution, benefit from rich local applications and
enhanced survivability, and migrate to be fully centralized with an Avaya Aura core
network when ready.
The B5800 is the ideal branch solution for today and tomorrow.

Slide 80

Popup 3c - 2

B5800 Branch GatewayFeatures
Targeting mid or large enterprise with a few to thousands of branches who
required enhanced survivability, the Avaya B5800 Branch Gateway meets the
needs of enterprise-class communications and services; it is ideal for branch
offices with 25 to 50 users per location, but can scale to 384 users per branch
location.
The Avaya B5800 Branch Gateway supports a wide range of analog, digital, IP,
and SIP devices and trunks in distributed, centralized, or mixed use. Endpoints can
operate in a key-system or PBX mode.
It includes locally provided mobility, voice mail, conferencing, auto-attendant, IVR,
software clients, and more, providing significantly more applications than current
branch systems-plus the ability to provide centralized apps through Avaya Aura.
The B5800 also provides survivability for Avaya Aurausers, supporting SIP
device registration and failover to B5800 when the central Avaya Aura
environment is inaccessible. This provides essential (but not full) voice calling and
receiving functionality in survivable mode, using local PSTN or SIP trunks for
access.
It closes the gap in the branch segment while enabling a key competitive
differentiator with Avaya Aurain the marketplace.
The B5800 is priced to compete against Cisco in the branch market.

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Popup 4

Third-Party PBX Components
Shown here are two different possible third-party PBXs: a third-party PBX that is
SIP compliant and a third-party PBX that is not SIP compliant but is front-ended
with an Avaya server and gateway. The Avaya front-ending strategy is where a
server and gateway, such as the S8300 and G450, are placed in front of the third-
party PBX, making the PBX SIP compliant. An individual client's architecture may
or may not include any third-party PBXs.
In this Avaya Auraoverview course, we will not be providing details on any
specific third-party PBXs. But we did want to highlight the fact that the Avaya Aura
architecture can support both SIP and non-SIP-compliant third-party PBXs. We will
discuss the front-ending strategy in an upcoming lesson.

Slide 82

Popup 5

Third-Party Application Components
Shown here are two different, possible third-party application components: the
Avaya AuraApplication Enablement Services, or AES, and a third-party
application that is not SIP compliant. It probably seems odd that an Avaya
application such as AES is in the third-party application components group. That is
because, like the ACE or Agile Communications Environment we discussed
earlier, AES is a middleware software. It is used by third-party applications to
integrate directly with Communication Manager through one or more standard APIs
or application programming interfaces. An individual client's architecture may or
may not include any third-party applications.
Although we use AES to integrate many popular third-party applications, such as
Microsoft Office Communicator, in this Avaya Auraoverview course we will not
be providing details on any specific third-party applications. But you can click on
the the AES component to get additional details on the purpose and features of
AES.

Slide 83

Popup 5a

Application Enablement Services or AES
Application Enablement Services is not a requirement of the architecture. Although
it is similar to ACE in its basic purpose, it has a unique functionality and position in
the access layer of the architecture.
features of this access component.
component.

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Popup 5a - 1

AESPurpose
The purpose of AES is to open up the Communication Manager features through
standard APIs or application programming interfaces, protocols, and Web services,
to third-party applications.
As we mentioned previously, AES is part of the access layer even though it is
middleware like ACE, or Agile Communications Environment, which we
discussed earlier as part of the application layer. The difference is that the third-
party apps using AES must interface directly with Communication Manager and not
Session Manager, whereas third-party apps using ACE interface directly with
Session Manager.
AES, like ACE, is installed on a separate server.
Since apps using AES require direct access to Communication Manager,
Communication Manager must be operating as an Access Element or Evolution
Server and NOT a Feature Server. Hence the reason that AES is part of the
access layer and not the application layer.

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AESFeatures
Application Enablement Services, or AES, provides any developer of customized
applications programming interfaces for UC, CC, and Communication Enabled
Business Process, or CEBP, applications. These interfaces allow the developer
who is creating UC, CC, and CEBP applications to interface with Communication
Manager easily.
AES features include:
Support for multiple APIs-As the name implies, AES offers multiple services or
different APIs. It includes the following APIs: TSAPI (Telephony Server
Applications Programming Interface)/J TAPI (J ava Telephony Applications
Programming Interface) to support Avaya CT (Computer Telephony)
functionality, Device Media and Call Control API (DMCC; formerly known as
CMAPI, Communication Manager Application Programming Interface),
Telephony and System Management Web Services, CVLAN (Call Visor Local
Area Network (LAN), and DLG (DEFINITY LAN Gateway). In addition to the
APIs supported by AES, AES also provides Web services. They provide
convenient access to commonly used functionality through a published WSDL
(Web Services Definition Language) and SOAP (Simple Object Access
Protocol) connectivity.
AES is a key component in Avayas integration with Microsoft Office
Communicator and IBM Sametime.
SecurityIn addition to RBAC, or role-based access control, and certificate
support, AES use SAL, or secure access link, for secure remote access and
alarming, and encryption for communication between AES and Communication
Manager. All of these combine together to offer a high level of security.
High AvailabilityAES allows the use of an optional automatic failover to a
standby server, eliminating a single point of failure.
Enterprise Wide Licensing, or EWLThis optional licensing method allows a
client or enterprise to purchase a quantity of AES licenses and then move them
between multiple AES servers. This saves the client money by reducing the
number of spare licenses required within the enterprise. The client can also
purchase a specific type and quantity of licenses for each server.

Slide 86


We have finished our discussion about the components in the access layer. Take a
moment to test your knowledge and review the information covered, by answering the

Slide 87

Knowledge Check

Slide 88

Knowledge Check

Slide 89

Knowledge Check

Slide 90

Knowledge Check

Slide 91

Connection Layer Components

Now lets look at the components in the connection layer. Click on the connection layer
name. The connection layer is actually the middle layer of the architecture. It is located
in the center of it all, and includes three components:
Session Manager
Session Border Controllers: Avaya Aura
, Avaya Sipera, and Acme Packet, and

AudioCodes Mediant 3000 SIP Trunk Gateway.

An individual clients architecture will always have one or more Session Manager
instances, up to 10, and Avaya always recommends an SBC for security reasons. But
the architecture may or may not include a SIP Trunk Gateway.

Click on each of the three components in the connection layer to learn more.

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Popup 1

Session Manager
Session Manager is a requirement of the architecture. The architecture would not
function without the SIP-routing and user-relation capabilities provided by Session
Manager.
features of this connection component. After viewing both the purpose and
features, click the exit button to return to the drawing showing components in this
layer and select another component.

Slide 93

Popup 1a

Session ManagerPurpose
Session Manager performs a user-relationship functionality. As part of that
functionality, it not only authenticates requests for access, but it also verifies the
services or apps that the users can utilize. This is key to the user-centric model of
Avaya Aura, where the client decides what apps each user has authorization to
use.
It is a routing engine that routes the request made from an endpoint or access
device to the appropriate application or applications to perform the function. So if a
user wants to leave a message, Session Manager forwards that request to the
Messaging app.
All of the applications and access devices must be SIP based in order to
communicate with Session Manager. These apps or access devices that are not
SIP based must be front-ended with hardware or software, such as AES or ACE.
Up to 10 Session Managers are possible for a single solution. This allows
geographically dispersed, redundant Session Managers and improved availability
and reliability with multiple connections to the communication core.

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Popup 1b

Session ManagerFeatures
Session Manager has many features. First, it provides a more centralized control
of endpoints and routing which significantly improves the ability to scale or expand
the system when necessary. Session Manager supports 250,000 endpoints.
Applications are centralized, but all users, no matter where they are in the
enterprise, can have access to all applications. So the Avaya Auraenvironment
is a user-centric architecture.
The SIP connectivity and normalization supports SIP connectivity to other
applications and hardware within the system. This feature also normalizes and
adapts different SIP protocols to meet the strict SIP standards of the network.
It also has a centralized routing and dial plan that provides a centralized and global
dial plan for an enterprise. The dial plan is managed through a centralized
management console available in System Manager, and governs PBXs that
connect using SIP to one or more Session Manager instances. For example, an
enterprise might integrate existing PBXs that use different extension lengths or
overlapping dial plans, and Session Manager makes this transparent.

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Popup 2

Session Border Controller or SBC
Session border controller is not a requirement of the architecture. However, since
most of the environments need to work with external networks, it would be very
unsecure not to have an SBC separating the two networks or environments.

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Popup 2a

Session Border ControllerPurpose
An SBC is an application that provides control of VoIP sessions at the borders of
the enterprise's IP network.
It enables secure access to external services such as SIP trunking, hosted
services, and even the Internet.
The Avaya AuraSBC supports up to 750 session border control, or SBC,
sessions. It is designed for midsized enterprises, branches, and small contact
centers.
With the acquisition of Sipera Systems in October 2011, Avaya and its partners
gained an additional enterprise SBC offering. Specifically, Avaya/Sipera has added
to our portfolio in the following ways:
Bringing people, skills, and enterprise SBC technology resources in house.
Adding the Sipera solution, which offers considerable scaling through its
inherent architecture. Over time, youll see this technology rolled out on
additional larger and smaller server platforms.
Offering an additional option over the 750 sessions of the Avaya AuraSBC.
The Sipera 1U Dell-based platform, available since October 2011, supports
2000 sessions per server.
Providing multiple High Availability failover pairs of SBCs for larger scaling
needs or when dictated by the customers geographies and processing
requirements. In this configuration, these servers may be run and managed as
a single entity through a centralized configuration source, but disbursed
geographically across the network, at a single location or combination thereof.
In one customer example, eight HA pairs are configured giving a capacity of
16,000 sessions.
Avaya Aura also supports the very high-end Acme Packet SBCs. These scale up
to 72,000 sessions.
Note: Shown in the Avaya Aura architecture diagram are three different SBCs. The
purpose is the same for all three SBCs. The difference between them is primarily
the capacity of each server, although with the UC-Secs additional security
capability, the Sipera offering allows upsell into additional areas.

Slide 97

Popup 2b

Session Border ControllerFeatures
One of the primary features of the Session Border Controller is to provide security
that protects against a broad range of attacks including overloads and VoIP-
specic malware such as viruses, worms, and so on. It also provides secure
connections to remote workers.
It serves as a protocol bridge that provides signaling protocol interworking to bridge
incompatibilities between an enterprise and its telephone or other service
providers.
With the use of a wizard during installation, cost-saving SIP trunking can be
implemented with little product-specific knowledge.
For clients who track statistics, the Session Border Controller also gathers data on
all sessions that pass through the network.
The Avaya/Sipera SBC supports two different feature suites:
The first is a standard, very cost-effective feature set that meets the needs of a
typical enterprise SBC or E-SBC client.
Additionally, there is a significant upsell opportunity for you through the Unified
Communications Security, or UC-Sec, enhanced feature set, available for an
additional fee. It is targeted at much more intensive security applications, and
offers the features required in more complex and alternative scenarios. This
latter suite has a significantly greater enterprise-targeted security capability
than the Avaya AuraACME-based suite.
The UC-Sec suite also enables Remote Worker. This is the use of a single
appliance to meet the needs of both SBC network border security and provide
the equivalent of a VPN for remote workers. When a typical 5:1 ratio is used for
remote works versus sessions, a single server can support up to 10,000 remote
workers.
VIPER Labs was founded by Sipera to uncover the vulnerabilities of Unified
Communications and VoIP. It is a state-of-the-art research facility and a team of
expert, vulnerability assessment professionals. Some of the worlds largest and
most successful companies rely on the VIPER team to uncover communications
risks and vulnerabilities, and improve the security posture of their mission-critical
VoIP and Unified Communications infrastructures. VIPER helps advance Unified
Communications security best practices by:
Uncovering vulnerabilities that put communications at risk in next-generation
networking environments.
Providing vulnerability assessments and other professional services to help
clients improve their security architectures and enhance compliance with
information security statutes.
Training Avaya Partners to undertake these value-added opportunities
themselves.
Developing and releasing open source Unified Communications security self-
assessment tools that enable security practitioners to accurately gauge the
risks in their own environments.

Slide 98

Popup 3

Mediant 3000
The Mediant 3000 is not a requirement of the architecture. It is the replacement for
the G860high-density trunk gateway.

Slide 99

Popup 3a

Mediant 3000Purpose
The AudioCodes Mediant 3000 is replacing the G860 high-density SIP trunk
gateway. It is a smaller solution in both physical size (2u versus 5U) and capacity
(3-DS3s versus 9-DS3s), and consequently has a lower cost-up to 65% less than
the G860. It has the same basic purpose. In areas without SIP trunking where the
client requires multiple DS1s or T1s, it uses traditional DS3 or T3 trunks from the
service provider and converts them into SIP trunks.
So the client gets the benefits of SIP trunks in a geography where the service
provider cannot offer SIP trunks.

Slide 100

Popup 3b

Mediant 3000; Features:
The Mediant 3000 is a carrier-class gateway, and it offers high levels of reliability
and redundancy. It meets the five-nines availability guidelines, providing 99.999%
uptime or availability. It is NEBS, or network equipment building systems, Level-3
compliant.
It is high density since it supports up to three DS3s in a single 2U chassis. This is
the equivalent of over 2000 DS0 channels.
It also has hot-swappable components and an option for redundant modules.
The Mediant 3000 is available in the United States and Canada.

Slide 101


We have finished our discussion about the components in the connection layer. Take a
moment to test your knowledge and review the information covered, by answering the

Slide 102

Knowledge Check

Slide 103

Knowledge Check

Slide 104

Knowledge Check

Slide 105

Knowledge Check

Slide 106

Lesson Summary
Application layer:
Call processing
Messaging
Presence
Collaboration
Third-partyapplications
Access layer:
Hardphones
Soft clients
Servers/gateways
Third-partyPBXs
Third-partyapplications
Connection layer:
Session Manager
Session Border Controllers
Mediant 3000 SIP Trunk Gateway

Lesson Summary
Lets review what we covered in this very long lesson that discussed the purpose and
features of the possible components you might find in the three layers of the Avaya
Aura
architecture.
First, we looked at the top layer of the architecture, or the application layer. It
contained all of the apps that a user could use. This included:
the call processing components or group,
the messaging group,
the presence group,
the collaboration group, and
the third-party applications group.
Next, we looked at the bottom layer of the architecture, or the access layer. It
contained all of the access devices or components that a user could use to gain
access to the environment. This included:
hardphones,
soft clients,
servers/gateways,
third-party PBXs, and
third-party applications.
Finally, we looked at the middle layer of the architecture, or the connection layer. It
contained all of the devices or components that connect the application and access
layers to the outside network. This included:
Session Manager,
Session Border Controllers, and
a SIP Trunk Gateway.

be able to:
Identify the components that make up the Avaya Aura architecture,
Describe each essential components purpose, and

Keep in mind that the Avaya Aura Solution for Midsize Enterprise is a complete
Avaya Aura environment in a single server. It contains all of the essential Avaya
Aura

components and some of the optional components for a complete UC
solution. Additionally, it provides a platform for adding optional advanced
collaboration and unified communication components.

Slide 107

Module 2 Avaya Aura
Overview
Lesson 1Purpose and
Features
Aura

This lesson on the market for Avaya Aura
is very short because of the universal

applicability of the architecture. By understanding some of the common client
characteristics and key industries for the Avaya Aura architecture, you will know
what types of clients you should be looking for.

Slide 108

Lesson Objectives
Describe the ideal market for the Avaya Aura
architecture.
Explain Avaya's position in the market.
5minutes

Describe the ideal market for the Avaya Aura
architecture, and

Slide 109

Ideal Market for Avaya Aura
No typical client profile

Clients who have:
Multiple sites with manyendpoints
Multiple service providers
Many PBX vendors
More locations anticipated in the future
A need to centralize trunks, voice mail, and self-service collaboration
Clients who want the latest UC technology
Avaya Aura provides UC solutions for:
Midsize companies
Large enterprises
Multinational organizations
Sold globally where Avaya does business

While there is no typical client profile, the following criteria should help you know
likely clients for an Avaya Aura
solution using Session Manager.

Avaya Aura clients usually have some of the following characteristics:
A multi-site enterprise with many endpoints.
Utilize multiple service providers.
Multiple locations utilizing multiple PBX vendors.
Expect an impending event, such as a merger or acquisition, or anticipated
growth, so they believe more locations will be added in the future.
A need to centralize trunks, voice mail, and self-service collaboration.
Clients who want to install the latest UC features and technology, such as the
unique Avaya Flare

Experience, are also ideal customers since an Avaya Aura
environment is required.
Having described the ideal market or client, remember Avaya Aura provides the
core communications services for all Avaya enterprise communications solutions. It
targets all kinds of clients, from midsize organizations with a few hundred
employees to the largest multinationals with hundreds of thousands of employees.
Avaya Aura is sold globally in all countries where Avaya does business.

Slide 110

Businesses Worldwide Rely on Avaya
More than 5,500
healthcare institutions
Top 10
hotel groups
16,000
retail sites
Top
20 airlines
Nearly5,000 educational
institutions
Government agencies
in more than
25 countries
70% of the
largest banks
Every
Fortune 100
manufacturing
company

J ust like the ideal client profile, there is no specific industry in which you should
propose an Avaya Aura
solution. Avaya Aura has been sold to all vertical

industries. More than 1 million businesses in all regions and sectors rely on Avaya.
Shown on this slide are some key industries in which positioning Avaya Aura has
been especially successful: hospitality, retail, transportation, healthcare,
educational institutions, governments, manufacturing, and financial.

Slide 111

Avaya Unified Communications
IP Telephony
Unified
Messaging
Audi o
Conferenci ng
Mobility
Speech
Access
Unified
Communications

No matter which industry chooses to purchase our Avaya Aura
solution, many of
them agree that our product meets their needs for a Unified Communication
solution. So the Avaya Aura product has been traditionally grouped in the suite of
products Avaya calls Unified Communications, or UC. Some of our competition
refers to this as Unified Collaboration.

As shown on this slide, many of our products within the UC product line are
considered number-one worldwide in the industry for that category. This includes
IP telephony, unified messaging, and audio conferencing. We also have award-
winning technology within Unified Communications. Avaya is certainly a leader in
this market.

Slide 112

Notes: All market share results are basedonrevenues exceptAudio Conferencing(Licenses); industryanalysts have reportedAvaya andNortel
separatelyfor2009, pro-forma combined viewincluded; all results reflect latestavailable information.
Sources: [1]DellOro Group; [2] Gartner, Inc.; [3] Canalys; [4] T3i Group; [5]MZA Ltd.; [6] Frost&Sullivan; [7] IntelliComAnalytics.
Date Pos % Pos % Pos % Pos % Pos %
Unified Communications
[1] 2010 #1 25% #3 10% #2 23% #5 6% #4 9%
Telephony Systems
[1] 2010 #1 25% #5 8% #2 18% #4 9% #3 13%
SME Telephony Systems
[1]
2010 #1 19% #4 11% #5 5% #3 11% #2 14%
Contact Center/ACD
[2]
2010 #1 38% #2 17% #3 16% #8 2% #6 2%
Interactive Voice Response
[3]
2009 #1 15% #6 1% #3 9% #7 1% #8 <1%
Enterprise Messaging
[4]
2010 #1 29% #5 6% #2 22% #11 2% #6 5%
Audio Conferencing
[5]
2009 #1 46% #4 5% #2 22% #5 5% #3 6%
Fixed Mobile Convergence
[6]
2010 #1 36% #3 6% #2 25% N/A N/A #4 5%
Ethernet Switches
[1]
2010 #5 2% #8 1% #1 72% N/A N/A N/A N/A
Power over Ethernet
[1]
2010 #3 4% #6 2% #1 66% N/A N/A N/A N/A
Voice Maintenance Services
[7]
2010 #1 13% #4 7% N/A N/A #3 8% #2 8%
Third-partylogos and products belongto the respective owners. Avaya is not anowner or licensee of the same.
Click the forward arrow to continue
Major Vendor Positions

Using data available through 2010, this slide shows the position of major vendors in the
global UC and collaboration segments. Avaya has been and continues to be the clear
leader in UC and collaboration.
Take a moment to review this chart. When you are ready to move on, click the forward
arrow.

Slide 113

Lesson Summary
Ideal Market for Avaya Aura
Key Industries for Avaya Aura

UC market position for Avaya
Major UC and collaboration vendor positions

Lesson Summary
Lets review what we covered in this very short lesson that discussed the market for the
Avaya Aura
architecture.
First, we looked at the ideal market for Avaya Aura.

Next, we covered key industries where we have successfully sold the Avaya Aura
architecture.
Then, we discussed the UC market position for Avaya.
Finally, we reviewed the market positions of other UC and collaboration vendors.
be able to:
Describe the ideal market for the Avaya Aura architecture, and

Slide 114


We have finished our discussion about the market for the Avaya Aura
architecture.
Take a moment to test your knowledge and review the information covered
in this lesson, by answering the following Knowledge Check questions.

Slide 115

Knowledge Check

Slide 116

Module 3 Client
Qualification for Avaya Aura
Lesson 1 Client Challenges

Lesson 2 Component
Matching to Client Needs

In this module, we will look at client qualification for Avaya Aura
.
It contains two lessons: Client Challenges and Component Matching to Client
Needs. We will start with Client Challenges.

Slide 117

Lesson Objectives
Discover client challenges.
Discover what worries the client.
Match challenges with negative business impacts.
25minutes

Discover a specific clients challenges.
Discover what worries the decision makers.
Match challenges with negative business impacts.

Slide 118

1
2
3
4
5
Saving money and return on investment
(ROI) is critical.
Staying profitable is essential.
Strengthening customer relations.
Providing green initiatives.
Adding capacity and features
can be slow and expensive.
CxOs Challenges

CxO Challenges
The CxO is a general term for one of many C-level executives or officers: CEO
(chief executive officer), CIO (chief information officer), CFO (chief financial
officer), and so on. The CxO is the first stakeholder who helps select the
communication solution. Therefore, it is critical that you have a clear understanding
of your clients challenges so that you may specifically address these challenges in
your presentations and designs. Of course, depending on his or her area of
management, each CxO has different challenges, and the ranking of these
challenges may vary. However, we can generalize the types of challenges that
many executives face.

For example, many CxOs find that saving money in this tough economic time is
absolutely critical. Perhaps the executive is frustrated that the legacy
communication system is expensive to maintain and is also inefficient. However,
these officers may also express that taking out the entire legacy system to replace
it with a new solution (which is an option that Cisco often recommends) does not
leverage their current investment.

Despite the challenges with the economy, this executive still needs to keep the
business profitable.

To stay competitive, it is also important to strengthen customer relationships. This
relationship building may prove to be especially challenging with limited resources.

More and more executives also see the advantage to green initiatives. Sometimes
their customers and shareholders demand it. Therefore, they look for ways to stay
green and become more energy efficient.

Lastly, the executives see that additional capacity may be required as their
company grows or merges with others. They also value features that enable their
workforce to be more efficient and effiective. However, their challenge is that
adding capacity and features can often be slow and expensive to accomplish.

Slide 119

Discover Client Challenges with Questions

To discover the challenges your clients CxO is trying to overcome, some critical
questions must be asked. Some of these critical questions are displayed on the
screen. For a more extensive list of questions, click on the icon. Take a moment to
review the questions before using the forward arrow to continue on with the
course. Keep in mind that, depending on the client, questions listed for the CxO
might be asked of a different manager.

Click the icon to review or print more CxO questions.

Slide 120

Avaya Aura
Provides Solutions for the CxO

1
2
3
4
5
Saving money and return on
investment (ROI) is critical.
Staying profitable is essential.
Strengthening customer
relations.
Providing green initiatives.
Adding capacities and
features can be slow
and expensive.
Productivity-enhancing capabilities
Green =energy efficiency
Quick deployment
Immediate cost savings:
SIP trunking
Centralized routing
Centralized management
Legacysystem integration

As you may recall, two of the challenges faced by the CxO are to save money and
remain profitable. With Avaya Aura
, the executive sees immediate cost savings

through SIP trunking and centralized routing. By reducing the number of trunks that
are utilized by the enterprise, and better utilizing resources among all locations,
significant money can be saved. In addition, Avaya Aura offers centralized
management; this is helpful for enterprises with limited management and
maintenance resources. Cost savings are also apparent as we integrate different
legacy communication platforms, and add new technology and extend the life of
the initial investment. Well talk more about cost savings and integrating legacy
systems in a minute.
The challenge of strengthening customer relations can be accomplished by
deploying productivity-enhancing capabilities and services, quickly, and according
to roles and job responsibilities of the user. Notice that these capabilities are not
tied to the network or location, so a more uniform or customized approach is
possible.
Many of the Avaya Aura

components use the green alternative of System
Platform virtualization technology. Green initiative goals or compliancy are reached
as energy efficiency is increased. Consulting services may also be added to create
a roadmap and optimize the systems efficiency.
To solve the challenge of adding capacity and features taking too much time and
money, the architecture, templates, and tools within Avaya Aura enable a quicker
deployment and simpler upgrade. All of which saves time and resources, and can
provide the same capabilities to all users.

Slide 121

CxOs Do Not Want to Lose Equipment
Too costly to remove equipment that is working.
Avaya can front-end an Avaya solution and leverage the
legacy system.
Cost-effective phased approach.
On-the-job training critical during phased approach.

Now well talk more about that cost-savings idea. One of the primary concerns of the
CxO, and frankly many of the stakeholders, is reducing costs and saving money. You
may hear a CxO state that he or she is unwilling to lose the investment made in the
equipment they already have to implement an Avaya system. It is simply too costly to
replace equipment that, for now, is working OK.

Avaya answers that question by suggesting a front-ending approach to
implementation. Front-ending allows an Avaya Communication Manager system to
connect directly to an existing non-Avaya system. This is done by connecting
point-to-point T1/E1s between the non-Avaya system and Avaya Communication
Manager, or CM, server and gateway, providing a non-disruptive migration strategy
at the customers pace. In short, we connect an Avaya solution to the clients
legacy system so that they can continue to use most of their existing equipment as
they move toward an Avaya solution.
The clients use their existing endpoints to access the CM system and get the latest
features and functionality.
New users are added directly to the CM system, and existing users migrate as
time and budget permits.
During this process, extensive on-the-job training takes place for administration
and other functional duties.

You'll notice in this diagram that a client may have any vendor's legacy system that connects to
the public switched telephone network, or PSTN. No matter the system, Avaya can front-end it
with a server and gateway connected by way of T1/E1, such as an S8300 with G450, and use
System Manager and ntegrated Management to connect the legacy system to an Avaya
Aura architecture and to other Avaya applications such as Avaya Aura Conferencing.
Front-Ending Non-Avaya
UC All Inclusive
Collaboration Workers
PSTN
T1/E1
Front-Ending
S8300/G450
PSTN
Administration System Manager
and Integrated Management
*Third-partylogos and products belong to the respective owners. Avaya is not an owner or licensee of the same.

Slide 122
Slide 123

Front-Ending Advantages for Clients
Wrap and embrace strategy for upgrading
Cost-saving UC features then become available
Non-disruptive phased strategy
Second backup system

There are many advantages to the client when using the front-ending approach. For
example:
We advocate a wrap and embrace strategy to upgrading a system rather than the
approach that requires everything to be removed and replaced, as Cisco frequently
advocates.
We can provide the latest cost-saving UC features for mobile and remote workers
through their new Avaya Aura
Communication Manager system.

Our approach is a non-disruptive phased strategy. Clients may migrate to the latest
technology as they are ready.
The new Avaya system is actually a complete backup to the clients existing old
system. Many clients find it appealing and comforting to know that their aging
system now has a reliable backup.

Slide 124

System Failure Rates
The Bathtub Curve
Early Failure
Rate
Wear-Out
Rate
Low Failure
Rate Random
I
n
c
r
e
a
s
i
n
g

F
a
i
l
u
r
e

R
a
t
e
Time

This diagram shows what can happen to equipment as it ages.
When a system is first installed, there are many failures, as defects in the system
are identified. This is called the early failure rate phase. Slowly these early failures
drop off as the defects are fixed.
In time, the system enters a low failure rate as the system stabilizes. This period is
the systems useful life because it is functioning relatively well.
The third part is known as the wear-out rate period when the age of the system
starts to take its toll. Failures and maintenance problems begin to increase
significantly. It is before a system hits the wear-out rate phase that it is advisable to
implement a new or failover system. It is during this phase that front-ending with an
Avaya solution is recommended. Then, when the failure rate becomes
uncomfortably high, the client simply moves to the Avaya solution and stops using
the old system.

Slide 125

Line of Business (LOB) Managers or Business
Users Challenges
1
2
3
4
5
Customer satisfaction and connection of people
Accelerated processes and productivity
Restricted options due to budget
Limited flexibility due to legacy system
Consistent brand image

LOB or BU Challenges
In addition to the CxOs concerns about cost, profitability, and compliance, the line of
business, or LOB, manager and the business users have their own challenges.

Customer satisfaction is the primary concern of the line of business manager and
business users. Customers need to reach the correct person no matter where that
staff person is located. They also want customers to be satisfied no matter which
mediumvoice, email, chat, video, and so onis used for contact and
collaboration.

LOB managers or business users also value accelerated processes in hopes of
making their staff members as productive as possible.

Cost savings is a concern for the entire enterprise, and line of business managers
are no different. One of these managers challenges is that they can be limited in
what they are able to do due to budget constraints.

Sometimes, the line of business manager is also limited by the flexibility of a
legacy system. For example, the legacy solution may not allow telecommuting,
remote workers, or even an international location.

Lastly, these managers and users want a consistent brand image, so their
customers receive a consistent experience no matter how or where the company is
contacted. Not all customer contact is through the clients contact center. So in
order to provide a consistent experience, all employees need the same capabilities
to satisfy the customer.
Slide 126


To discover the challenges the line of business manager or business user must
overcome, some important questions must be asked. Here are some questions
you may choose to ask, but more questions are available when you click on the
icon. Take a moment to review the questions before using the forward arrow to
continue on with the course. Keep in mind that, depending on the client, questions
listed for the LOB manager might be asked of a different manager.

Click the icon to review or print more LOB questions.

Slide 127

Avaya Aura
Provides Solutions for the LOB

1
2
3
4
5
Improved customer satisfaction:
Customer satisfaction and
connection of people
Accelerated processes
and productivity
Restricted options
due to budget
Limited flexibility due to
legacy system
Enhance productivity and flexibility:
Queue based on customer
information
First-call resolution
Applications that connect
branches and locations
Features added based on role
or workgroup
Features added quickly

To help line of business managers or business users improve customer
satisfaction, Avaya Aura
allows a more personalized service experience for

customers. It also allows for customers to be placed, in order, in the contact center
queue based on information about customers. For example, a customer calling
about a problem may be given a preferential treatment to those who are calling to
place a new order. They also may strive for first-call resolution, which refers to
the contact center matching the callers needs with the right agent to ensure the
caller is satisfied and not transferred or asked to call back. Customer service may
also be improved with a consistent brand image no matter where the customer
calls or how the customer contacts the business.

To make the workforce more productive and to resolve the limited flexibility
associated with the legacy system, many options are available. For example,
applications that connect branches and locations are available. Communication
features may also be added based on an employees role or work group rather
than the employees particular location. These features may also be added quickly
as the staff or needs change. This flexibility is very appealing to this group.

Slide 128

Information Technologys (ITs) Managers Challenges
Manageability of a mix of systems is difficult:
Connect disparate equipmentwant to be able to
have rich integration
Inefficient use of resources and time
Not cost effective
1
2
3
4
5
Open standards and business agility
Scalable
Secure and reliable systemrequired
Rich integration

IT Challenges
In addition to the CxO and line of business manager, the information technology or IT
manager is the last stakeholder who is often involved in the selection and design of the
communication solution.
One of the primary challenges of an IT vice president, director, manager, or team is
that the communication system is difficult to manage and contains a mixture of
vendors and equipment. Often these disparate systems are scattered throughout a
large and global network. Managing and optimizing the system for maximum
efficiency is a huge challenge. To manage and update these systems often uses
resources inefficiently, is time consuming, and is not cost effective.
Open standards and business agility are essential so that applications are added
easily and so a solution changes easily based on the needs of the organization.
Next, systems that are scalable, secure, and reliable are critical since this group is
responsible for adding users and features, ensuring that the system is secure from
potential risks, and repairing systems that suddenly arent working.
Lastly, the rich integration of features and handling multi-media communication and
collaboration is necessary to communicate effectively and efficiently.

Slide 129


To help uncover the challenges for your client, ask some leading questions. There
are a few here and a few more if you click on the icon. Take a moment to review
the questions before using the forward arrow to continue on with the course. Keep
in mind that, depending on the client, questions listed for the IT manager might be
asked of a different manager.

Click the icon to review or print more IT questions.

Slide 130

Avaya Aura
Provides Solutions for IT

1
2
3
4
5
Manageability of a mix of
systems is difficult
Open standards and
business agility
Scalable
Secure and reliable
systemrequired
Rich integration
Easy centralized management even
for a large number of endpoints; also
allow legacy systems to be integrated.
SIP is open standard, and the
architecture allows for flexibility and
the ability to include systems from
third-party vendors.
Avaya Aura components and
architecture designed for scalable,
secure, and reliable system.
Features can be added as needed
and quickly.

We answer ITs challenges with some ideas of our own.
First, through System Manager we offer easy, centralized management, even if the
enterprise wraps around the globe. We also enable legacy systems to be
integrated seamlessly into our solution.
We also utilize the open standard, SIP, which allows for flexibility and the inclusion
of multiple systems and vendors.
In addition, our Avaya Aura
components and architecture are specifically

designed to be more scaleable, secure, and reliable.
ITs need to have rich integration is resolved by our ability to add features quickly,
and to support an open standard.

Slide 131

Competitors Claims
Superior architecture:
Provide highly
scalable solution
Support SIP
Have open standards
Provide multi-vendor
support
Can resolve the business
users and the LOB
managers challenges by:
Improving productivity
Allowing access to
applications when and
where theyre needed
Supporting or
enhancing mobility
Can resolve the CxOs
and ITs challenges by:
Reducing complexity
Providing a highly
scalable system
Remaining flexible
Being cost effective
Managing the system
and applications easily

All UC vendors claim that they can provide a solution that meets the clients need
and solves the clients customer communication problems. These vendors all say
that they have a superior architecture, can resolve the CxOs and ITs challenges,
and can fix problems stated by the business user and the LOB manager. However,
it is important that you clearly understand the specific challenges of your client and
understand how Avaya truly resolves these challenges. Take a few moments to
review what these UC vendors claim.
In a future module, you will learn more about our competition and how Avaya
provides a superior solution. For now, know that most UC vendors claim to resolve
some of these same challenges, too.

Slide 132

Client Challenges, Causes, and Negative Business Impacts
Cause of Challenge
Whyit happens to the client that way
Client Business Challenge
Negative Business Impacts
Consequences of inaction
Integrating and combining disparate systems
Mergers and acquisitions
Assortment of third-partyhardware
and software
Management issues
Incompatibility; for example,
forwarding voice mail
Different applications and interfaces
Training on multiple systems
High costs for training
Additional costs for network access
Problems being efficient with the
different interfaces
Additional time required to update
and maintain multiple systems
and applications

In this part of the lesson, we will look at four business challenges and the potential
negative businees impact if these challenges are not addressed.
The first business challenge for clients is: integrating and combining disparate systems.
Some reasons for this situation are:
Clients have acquired systems due to mergers and acquisitions.
Different groups within the organization require different third-party hardware
or software which is frequently deployed throughout the network.
Clients often use multiple applications for the same functionality.
Incompatibilty between systems and applications often prevents simple
functions such as forwarding voice mail within an organization.
Each of these different applications and systems has a different
administration tool and interface.
Administrators are required to learn multiple administration systems.
Customers without solutions such as Avaya Aura
6.2 will see a potential negative

business impact. The consequences for not addressing these challenges include:
A high cost for initial and on-going training.
Additional costs for each of these separate systems to access the network,
and for users of the different systems to work together.
With multiple user and administrative interfaces, users and administrators
have difficulty developing expertise and being efficient.
IT personnel require additional time to manage, maintain, and upgrade
multiple systems and applications.

Using open standards such as SIP, the Avaya Aura architecture addresses this
challenge through the unification of these disparate systems. Then, over time, the client
can reduce the number of multiple systems and applications.

Slide 133

(Continued)
Cause of Challenge
Federated presence with Microsoft Express and Outlook
No aggregation point for presence
Lack of integration with
Express, Outlook
Reduced value of
presence information
Unable to collaborate due to
erroneous presence information
Impact on first-call resolution

A second business challenge for clients is: real-time, federated presence information.
Without it, this information cannot be considered accurate since different applications
might report different presence information. Can you imagine what it would be like if you
had three differenct calculators that each reported a different result for the same
calulation?
Microsoft Express and Microsoft Outlook are two popular apps that offer valuable
presence information that is frequently not shared with other applications.
Two of the reasons for this situation are:
Customers have no aggregation point to consolidate presence information
from multiple applications.
Presence applications do not have integration with Microsoft Express and
Micosoft Outlook.

Reduced value of the presence information provided to users leading to a
lack of trust for the presence information.
Users have difficulty reaching the person they need to collaborate with,
casuing delays and wasted time.
A reduction in the frequency of first-call resolution, which affects customer
satisfaction.
The Avaya Aura architecture with Presence Services, discussed previously, solves this
challenge as a single aggregation and dissemination point for presence information.

Slide 134

Cause of Challenge
Inability to adapt environment for business collaboration
Network doesnt support integrations
No social media
No holistic management
Provide to all or none
No centralized capability
Missed opportunity for high-value
customer engagement
Projecting a dated,
non-technical image
Requirement for more network
and bandwidth
Cost for management
and administration
High costs for employees; travel,
expertise available
Inefficiency of users
(Continued)

A third business challenge for clients is: the inability to have or adapt their existing
environment for business collaboration. Collaboration has always been essential
for businesses. But with the mobility of employees and dispursed nature of many
organizations, collaboration has become much more difficult to accomplish.
Some reasons for this situation are:
The network doesnt support integrations.
The available applications dont support social media.
The inability to have holistic management.
Management doesnt have the option to grant or limit access to apps on a
per-user basis. Access might be based on physical location or having all apps
or no apps.
Multiple collaboration applications deployed throughout the organization.

Missed opportunities for customer engagements of high-value oportunities.
Customer viewing the client as not progressive or competent utilizing
everyday technology.
The client requires additional network facilities and bandwidth to support
multiple systems and off-net applications.
Management and administration costs will be higher with multiple non-
centralized systems.
Employees will need to travel more, and the immediate availability of remote
expertise might be limited.
Users will lack the efficiency gained from using a single application. Even
using different releases of the same application impacts a users ability to be
efficient.
The Avaya Aura architecture creates an environment that will support a user-centric
collaboration environment. With that type of environment, the costs are minimized, and
efficiency and expertise can flourish.

Slide 135

Cause of Challenge
Reduced feature set for SIP endpoints
Time wasted analyzing trade-offs;
SIP versus H.323
Delay moving to open standards
such as SIP
SIP endpoint features lag
H.323 capabilities
(Continued)

The final business challenge for clients, that we will be discussing, is: addressing the
reduced features available to SIP endpoint users. Customers are hesitant to move to
SIP endpoints since they dont have the feature parity with H.323 or digital endpoints.
The reason for this situation is that many manufacturers, including Avaya, have
traditionally not made it a priority for SIP endpoints to support the same feature set
as H.323 or digital endpoints.

business impact. The consequences for not addressing this challenge include:
Time wasted analyzing the trade-offs between SIP and H.323 endpoints and
additional administrative time.
Delay in receiving the overall benefits of SIP based on a hesitation to migrate
until endpoint feature parity is achieved.

With Avaya Aura 6.2, Avaya continues its efforts to bring feature parity between its SIP
and H.323 endpoints. Refer to the release-specific training for information on the latest
features to be added to the SIP endpoints.

Slide 136

Lesson Summary
CxO challenges and Avaya solutions
CxO discovery questions
Front-ending
LOB challenges and Avaya solutions
LOB discovery questions
IT challenges and Avaya solutions
IT discovery questions
Challenges, causes, and negative business impacts:
Federated presence information with Microsoft Express and Outlook
Inabilityto adapt environment for business collaboration
Reduced SIP endpoint feature set

Lesson Summary
Lets review what we covered in this lesson that discussed the client challenges.
We looked at challenges from three different descision makers perspectives.
The first decision maker we looked at was the officer level or CxO. We discussed
the challenges, Avaya solutions, and potential discovery questions.
Then we reviewed the possibility of front-ending a clients non-SIP based system
and evolving the clients existing platform.
The second decision maker we looked at was the line of business, or LOB,
manager. Again, we discussed the challenges, Avaya solutions, and potential
discovery questions.
The third and final decision maker we looked at was the IT manager. As with the
other decision makers, we discussed the challenges, Avaya solutions, and
potential discovery questions.
At the end of the lesson, we examined four specific challenges, their causes, and
their potential negative business impacts for inactivity. The four challenges were:
Federated presence information with Microsoft Express and Outlook
Inability to adapt the environment for business collaboration
Reduced SIP endpoint feature set

be able to:
Discover client challenges
Discover what worries the client
Match challenges with negative business impacts

Slide 137


We have finished our discussion about the client challenges. Take a moment to test
your knowledge and review the information covered in this lesson, by answering the

Slide 138

Knowledge Check

Slide 139

Knowledge Check

Slide 140

Knowledge Check

Slide 141

Knowledge Check

Slide 142

Module 3 Client
Qualification for Avaya Aura
Lesson 1 Client Challenges

Lesson 2 Component
Matching to Client Needs

In this short lesson, we will learn about component matching to client needs. We
will use a specific client example and evaluate the clients current environment and
a possible UC solution from Avaya. Although most account exceutives will have the
support of a sales engineer, recognizing the initial opportunity will still be the job of
the account executive. So the concepts in this lesson are key to the UC sales
process.

Slide 143

Lesson Objectives
Evaluate the current hardware, software, or services and
determine whether the clients needs are being met.
Recognize an opportunity based on the current
client environment.
Match a clients needs with the correct Avaya
hardware, software, or service.
10minutes

Evaluate the current hardware, software, or services and determine if the
clients needs are being met,
Recognize an opportunity based on the current client environment, and
Match a clients needs with the correct Avaya hardware, software, or service.

Slide 144

Client Environment Evaluation

On this slide, we will be evaluating the current environment of a sample healthcare
client. During your discovery conversations with the client, you would have
determined the clients existing hardware, software, services, and how well each
are meeting the clients needs. Click on each title or picture to see a summary of
the customers existing environment and the analysis of how well it is matching the
customers needs. After viewing the details for each topic, use the forward arrow to
continue.
Current Environment
Prior to the acquisition, the client had a main office with a legacy DEFINITY system
and multiple local offices with Nortel systems. A regional office was added after the
client acquired a new company, and that location has a Cisco system.
The client has a Polycom video network between their main office and regional
office.
Each of the offices has its own voice mail system.
Contact with remote or mobile users is by way of cell phone or smartphone.
Anal ysis
Although the systems at each location operate well individually, the systems are
not integrated into a single communication environment and are costly to manage
and operate.
The local offices are not integrated with the regional office, the main office, or other
local offices. Contacting these locations requires off-net calling.
The network doesnt support business collaboration, and individual offices have
access to more or better collaboration tools.
The client is using external, hosted services for audio and Web conferencing. The
client is charged for each minute of usage and the number of conferees.
Video conferencing is by way of an overlay network and limited to collaboration
between the main office and regional office. Expansion to local offices or remote
users has been viewed as too expensive.
Overlapping extension numbers and mixed-length extensions have made it difficult
to connect the offices with a tie-line network.
Voice mail is in a similar situation, since users cannot create a single message and
send it out to users in different offices or forward email between systems.
It is often difficult to locate and contact remote or mobile users. Voice mail is
frequently left in multiple mailboxes for users.

Slide 145

Popup 1

On this slide, we will be evaluating the current environment of a sample healthcare
client. During your discovery conversations with the client, you would have
determined the clients existing hardware, software, services, and how well each
are meeting the clients needs. Click on each title or picture to see a summary of
the customers existing environment and the analysis of how well it is matching the
customers needs. After viewing the details for each topic, use the forward arrow to
continue.
Current Environment
Prior to the acquisition, the client had a main office with a legacy DEFINITY system
and multiple local offices with Nortel systems. A regional office was added after the
client acquired a new company, and that location has a Cisco system.
The client has a Polycom video network between their main office and regional
office.
Each of the offices has its own voice mail system.
Contact with remote or mobile users is by way of cell phone or smartphone.
Anal ysis
and operate.

Slide 146

Popup 2

Anal ysis
and operate.

Slide 147

Opportunity Recognition

Continuing with the sample client, on this slide we will be summarizing the clients
needs and the potential Avaya solutions.
Click on each title or picture to see a summary of the clients needs and potential Avaya
solutions. After viewing the details for each topic, use the forward arrow to continue.
Needs Identified
Unification of the disparate network of local offices, regional office, and main office
systems.
Build on the clients existing equipment and investment in capital expenditures.
Centralize applications, enabling greater access and common versions across the
enterprise.
Integrated applications versus existing bolt-on solutions.
Simplifiy dialing extensions using an enterprise-wide dial plan.
Reduce costs for inter-office calling, separate overlay network, and cellular
services.
Simplify contacting remote users or mobile users and improve efficiency of those
users.

Potential Solution
Upgrade the DEFINITY solution to an Avaya Aura
architecture with SIP-based

session management by way of Session Manager. Keep the existing systems, but
integrate under the Avaya Aura umbrella. This will build on their existing capital
expenditures instead of replacing them. Then, over time, consolidate systems into
a single unified system. Start the migration to a single, centralized management
tool under System Manager. As the consolidation and migration continues, the cost
to manage the network, monitor the network, upgrade apps, and deploy new apps,
will also decrease.
Create an enterprise-wide dial plan using Session Manager to compensate for the
overlapping extensions and mixed lengths. This will simplify communication across
the entire enterprise without requiring renumbering of the entire enterprise.
Integrate the Polycom network with the Avaya network and add new video
endpoints to the Avaya network. Start the migration from a separate overlay
network to a consolidated network for voice, data, and video.
Add Avaya Aura Conferencing with Web conferencing as a centralized application.
In addition to providing access to more users, it reduces costs with on-net calling
for conferencing, potential reduced trunking, and no additional charges for
additional minutes or users.
Provide Avaya Flare
for local offices and remote users. This will make video
conferening available to more users without expanding the overlay network.
Add Message Networking to unify the multiple existing voice mail systems and
allow voice mail to be sent and forwarded across multiple systems. Install Avaya
Aura Messaging as a centralized application, and migrate users from existing
messaging systems as budget permits.
Provide soft clients and remote access tools for remote and mobile users. This will
make access to tools easier, reduce cellular costs, create a single mailbox, and
offer a single number to reach mobile or remote users.

Slide 148

Popup 1

Needs Identified
Unification of the disparate network of local offices, regional office, and main office
systems.
Build on the clients existing equipment and investment in capital expenditures.
Centralize applications, enabling greater access and common versions across the
enterprise.
Integrated applications versus existing 'bolt-on' solutions.
Simplify dialing extensions using an enterprise-wide dial plan.
Reduce costs for inter-office calling, separate overlay network, and cellular
services.
Simplify contacting remote users or mobile users and improve efficiency of those
users.

Slide 149

Popup 2

Potential Solution
Upgrade the DEFINITY solution to an Avaya Auraarchitecture with SIP-based
session management by way of Session Manager. Keep the existing systems, but
integrate under the Avaya Aura umbrella. This will build on their existing capital
expenditures instead of replacing them. Then, over time, consolidate systems into
a single unified system. Start the migration to a single, centralized management
tool under System Manager. As the consolidation and migration continues, the cost
to manage the network, monitor the network, upgrade apps, and deploy new apps,
will also decrease.
Create an enterprise-wide dial plan using Session Manager to compensate for the
overlapping extensions and mixed lengths. This will simplify communication across
the enterprise without requiring renumbering of the entire enterprise.
Integrate the Polycom network with the Avaya network and add new video
endpoints to the Avaya network. Start the migration from a separate overlay
network to a consolidated network for voice, data, and video.
Add Avaya Aura Conferencing with Web conferencing as a centralized application.
In addition to providing access to more users, it reduces costs with on-net calling
for conferencing, potential reduced trunking, and no additional charges for
additional minutes or users.
Provide Avaya Flarefor local offices and remote users. This will make video
conferencing available to more users without expanding the overlay network.
Add Message Networking to unify the multiple existing voice mail systems and
allow voice mail to be sent and forwarded across multiple systems. Install Avaya
Aura Messaging as a centralized application, and migrate users from existing
messaging systems as budget permits.
Provide soft clients and remote access tools for remote and mobile users. This will
make access to tools easier, reduce cellular costs, create a single mailbox, and
offer a single number to reach mobile or remote users.

Slide 150

Lesson Summary
Evaluation of current environment:
Current solutions or environment
Analysis
Possible opportunity:
Needs indentified
Possible Avaya solutions

Lesson Summary
Lets review what we covered in this lesson that discussed the component matching to
client challenges.
Using a sample client, we evaluated that clients current environment by looking at
the current solution and analyzed how well that is operating.
Then using that same sample client, we reviewed the possible opportunity by
looking at the clients needs and possible Avaya solutions.

be able to:
Evaluate the current hardware, software, or services and determine if the
clients needs are being met,
Recognize an opportunity based on the current client environment, and
Match a clients needs with the correct Avaya hardware, software, or service.

Slide 151


We have finished our discussion about the matching components to client needs. Take
a moment to test your knowledge and review the information covered in this lesson, by
answering the following Knowledge Check questions.

Slide 152

Knowledge Check

Slide 153

Module 4 Value of Avaya Aura
Lesson 1 Value Proposition
Lesson 2 Avaya Aura
Licensing and Packaging
Lesson 3 Global Competition
Lesson 4 Overcoming Client
Objections

In this module, we will be talking about the value of Avaya Aura
. There are four

lessons in this module: Value Proposition, Packaging and Licensing, Global
Competition, and Overcoming Client Objections.

This lesson covers the value proposition for both the multi-server and the single-
server deployments of Avaya Aura
. Understanding the value proposition for Avaya

Aura is key to helping clients recognize the overall solution value.

Slide 154

Lesson Objectives
Explain the value proposition of Avaya Aura
in a
multi-server and a single-server deployment.
Communicate to the key stakeholders the value
the components bring to their company.
20 minutes

in a multi-server and a single-

server deployment, and
Communicate to the key stakeholders the value the components bring to their
company.

Slide 155

Value Comes From the Architecture
Enterprise
Network
Collaboration
Apps
Video
Apps
Business
Apps
Avaya
New York
Avaya
London
Nortel
Hong Kong
Siemens
Frankfurt
Contact Center
Mumbai
Cisco
Rome
Contact Center
Chi cago
Users
anywhere
Avaya
London
Nortel
Hong Kong
Siemens
Frankfurt
Contact Center
Mumbai
Cisco
Rome
Contact Center
Chi cago
SIP
Trunking
Avaya Aura
Communication Manager
New York
Apps
Integrated
Avaya Aura
Session
Manager
Dat a Cent er s

Whether we talk about cost savings, efficiency, or an improved experience for your
clients customers and end users, the foundation of this value comes from the
architecture. The picture of the left shows what many clients have right now for
their communication system. With the implementation of Avaya Aura
, the clients
communication system becomes the picture on the right, which is much more
streamlined, simple, and efficient.

Slide 156

Value Proposition

Value Proposition
There are four parts to the value proposition for Avaya Aura
. This architecture
provides cost reductions, efficiency, customer and end-user satisfaction, and
business agility. Click on each of the tabs to learn more about the value propsition.
When you have reviewed all four parts of the value proposition, click the forward
arrow to review the unique value proposition for the Avaya Aura Solution for
Midsize Enterprise.

Slide 157

Popup 1

Cost Reductions
Today, more than ever, a short return on investment, or ROI, is desirable. Avaya
Aura
meets that goal with a lower total cost of ownership, or TCO. This is
achieved through:
Trunk consolidation and SIP trunking. With Avaya Aura, these resources are
used more efficiently by centralizing them. The greater density also gets the client
a lower cost for access charges from carriers.
Minimizing administrative overhead. Administration of Avaya Aura is a
centralized function. It can be done anywhere there is a skilled resource at an
affordable price, thereby reducing overhead costs.
Preserving existing investment. The front-ending strategy increases the time
that existing equipment can be utilized, thereby increasing its useful life and
preserving the investment of otherwise outdated equipment.
Consolidating hardware and maintenance costs. The Avaya Aura architecture
includes centralizing the hardware at a core data center and sharing it throughout
the enterprise, reducing hardware, or CapEx, and maintenance costs, or OpEx.
Easier installation. By consolidating and centralizing applications and functions,
clients simplify the deployment of applications, making it easier and saving time
and money.
Single dial plan. Since Avaya Aura supports a single dial plan across multiple
vendors hardware, users become more efficient contacting other employees, and
administration is reduced and less complex.

Slide 158

Popup 2

Efficiency
In many companies, managers are being asked to do more with fewer people. The
only way to achieve this goal is to make the existing employees more efficient.
Avaya Aura
supports this improved efficiency through:

Single multi-media interface and network. The Avaya Aura architecture
can provide users a single interface for all forms of collaboration: voice, video,
data, and text. Eliminating the multiple interfaces simplifies collaboration and
communications, making users more efficient. The architecture also supports
voice, video, data, and text in a single consolidated network, thereby using
the network more efficiently and effectively.
Easier system management. System Manager provides a single interface
for multiple Avaya applications in all levels of the architecture. This makes it
easier for administrators to manage multiple applications and improves their
efficiency.
Updated tools. To a user, apps represent the tools they use for work. The
Avaya Aura architecture, through its support of SIP, makes it easier to update
applications and create custom apps in weeks versus months. Providing the
latest apps and integrating custom apps gives the users the best possible
tools so they can be more effective.
Working more efficientl y. In todays corporate environment, collaboration
with other employees is the standard operating mode. By providing real-time,
accurate, federated presence information, Presence Services allows users to
locate the right person quickly and contact that person in the best possible
manner for that exact moment. This greatly reduces wasted time and
improves the users efficiency.
Simplifying working remotel y. Some employees must work or operate
remotely from the office. Others prefer to telecommute and work virtually.
Avaya has specific apps to make it easier to work remotely using the
hardware that the user is comfortable with, and operate from a virtual office or
location. Not having to come into the office not only makes employees more
efficient, but it also improves morale which makes them more effective.
Faster installation. In order to be competitive, midmarket clients must
operate at a faster pace. They do not have the luxury of a large IT staff. So
the Avaya Aura Solution for Midsize Enterprise is ideal for them. It installs
faster, using templates and remote implementation support. This provides the
tools to their users sooner. With its single server, maintenance and upgrades
are simpler and faster, giving users the latest features and the edge over the
competition.

Slide 159

Popup 3

Customer and End-User Satisfaction
One of the keys to improving customer satisfaction is to have better end-user
satisfaction. Avaya Aura
improves end-user satisfaction and customer satisfaction

through:

Easier collaboration. The aggregation and federation of communications
and presence data makes collaboration easier and wastes less time. This
reduces the frustration of locating the right person at the right time, which
makes end users happier, and results in more satisfied customers.
Improved producti vi ty. By wasting less time collaborating, commuting to the
office, and communicating, end-users improve their productivity, which
translates into greater satisfaction on the job.
Flexible apps and tools. In addition to contact centers getting flexible from
apps and tools such as remote support and differentiate queue, other users
get a choice of apps and tools to use. This might be different versions of soft
clients for their smartphone of choice, or a physical endpoint versus a soft
client or working in the office or remotely. The choice and flexibility of the
apps and tools offered by Avaya and supported by the Avaya Aura

architecture again improves the satisfaction of the end users.
User-centric apps. Some competitive architectures base the availability of
features and apps or versions of apps on the location of the user. The Avaya
architecture avoids location- or network-based features and apps, and allows
the client to make the selection by individual user. This eliminates the
dissatisfaction caused by some users not having access to a feature or
function, or the frustration of using different versions of apps based on the
users current location.
Better customer service. In addition to happier end users providing better
customer service, Avaya Aura

makes first-call resolution easier, and uniform
customer support, from any user, easier.

All these capabilities result in improved customer satisfaction.

Slide 160

Popup 4

Business Agility
Businesses of today need to be as agile as possible so that they can respond to
changes in the business climate, mergers, acquisitions, and economic changes.
This requires them to build in flexibility to any systems, equipment, or software they
acquire or implement. Avaya Aura
provides them that flexibility and business

agility through:
Customized apps. The combination of being SIP based and the availability
of ACE and AES middleware significantly simplifies the creation of
customized applications. They can often be created in days or weeks versus
weeks or months.
Simple component substitution. The architecture allows the replacement of
hardware or applications as needs change, new and improved hardware is
available, or new technology is introduced.
Standardized user experience. The user-centric nature of Avaya Aura
permits a standardized user experience no matter where in the enterprise, or
on what network, the user is located. This is in direct contrast to competitive
architectures that base the features and software versions a user receives on
the users location geographically, or in the network or server he or she is tied
to. Users operating out of multiple locations find this particularly annoying.
Independent additions and upgrades. In traditional PBX architectures and
other competitive architectures, upgrading an application such as messaging
requires a change or upgrade to the PBX; applications were not independent.
In the Avaya Aura

architecture, the apps are independent. So you can
upgrade an app without requiring a change to any other application. Similarly,
new apps can be added without the need to modify any existing apps.
Uni versal features. Since the apps are centralized, all users are using the
same version or release of the app. Without centralized apps, users might be
using different releases or versions of the same application. This makes it
difficult for users to develop expertise in an app, or for IT to troubleshoot
issues.

Slide 161

Avaya Aura
Solution for Midsize Enterprise: Clear and

Differentiated Value Proposition
Saves
Increase margins less
hardware, simpler
designs, faster
installations
Less costly to buy
and own
Faster time to value
with easier deployment
and management
Serves
Upsell advanced UC and
multi-media CC
applications
New remote support
tools provide enhanced
visibility to system
operations and
maintenance
Simplifies
Same components with a
reduced capacity
Much faster installations,
remote installations,
fewer headaches
Reduced solution
complexity

Avaya Aura
Solution for Midsize Enterprise or MEValue Proposition

In addition to the value proposition for the multi-server deployment of the Avaya
Aura
architecture, the Avaya Aura Solution for Midsize Enterprise, or single server
deployment, also has a special value proposition. The three parts of the ME value
proposition are: saves, serves, and simplifies.
It saves time and expense by eliminating many of the installation and maintenance
headaches. Formerly, Avaya integrated applications each ran on their own server;
now, this single-server solution makes it easier to install and maintain. With less
hardware and a virtualized platform, this offer has up to 75% less hardware, and
therefore it is less costly to buy. And 75% less hardware means 75% less power
and cooling; therefore, it is less costly to own. In addition, the time to realize actual
value is faster due to a faster deployment and easier management.

Avaya Aura Solution for Midsize Enterprise serves customers who might only need
call center functionality and want to add additional UC functionality such as
collaboration or multi-media contact center at a later time. This offer also provides
a number of remote-support tools to help on-going system operation and
maintenance.

Finally, for this Avaya Aura offer, using virtualized applications doesnt mean having
less functionality from the earlier Avaya components of the same name. Actually,
Communication Manager, Communication Manager Messaging, Session Manager,
System Manager, Application Enablement Services, Session Border Controller,
and Presence Services are the exact same applications in both the single-server
and multi-server deployments. This helps clients, installers, and sales associates
already familiar with Avaya Aura. However, these applications are simplified with
reduced capacity, faster and remote installations, and a single-server solution that
reduces complexity.

Slide 162

Value Statements

For each key stakeholder, CxO, LOB, and IT, first click on the Important button to
learn about the topics that are important to them. Second, click on the Sample
Statements button to read some sample value statements for each type of
manager.
After hearing about both topics from the perspective of each stakeholder, use the
forward arrow to continue.

Slide 163

Popup 1a

CxO
Listed here are some considerations for the CxO when deciding the value of the
Avaya Aurasolution proposed. Value statements that you create should address
some or all of these topics.
Locating the right people at the right time allows faster decision making and prompt
response to news events or market shifts. A natural disaster that affects a
manufacturers raw materials requires an immediate response, which real-time
presence data enhances.
Shortening the development time for a product has a major impact on a companys
market share or competitive advantage. Incorporating video for face-to-face
meetings, without travel, supports this, as does eliminating travel using video
demos, teletraining, and diagnostics using video. Presence and remote user tools
and apps can also be used to enhance continuous development, using teams
dispersed over multiple time zones.
Deploying green solutions helps a companys image and supports government
compliance requirements. Avaya Aura is a green solution. Implementing it allows
reduced rack space, saves energy, shortens development time, and increases
responsiveness to the public pressure; all improve profitability and image
simultaneously.

Slide 164

Popup 1b

CxO Sample Value Statements
Listed here are some sample value statements for CxOs. Take a moment to read
through them before closing this window.

Slide 165

Popup 2a

LOB or End User
Listed here are some considerations for the line of business manager when
deciding the value of the Avaya Aurasolution proposed. Value statements that
you create should address some or all of these topics.
Simplifying the usage of multi-modal collaboration provides productivity
improvements. Similarly, offering multiple versions of one-XMobile allows users
to continue using the hardware they prefer and are effective with.
The flexibility of being as productive in the office or working remotely makes end
users happier or more satisfied. Satisfying customers with first-call resolution
improves agent morale. Both are expanded by Avaya Aura, and improve an
employees feelings about the quality of life.
Presence-enhanced collaboration tools support faster decision making by
customers and employees. If customers get the information they need
immediately, they can make their decisions sooner. Similarly, if managers locate
the right people, at the right time, they too can make decisions faster, both of which
build a loyal customer base.
Multiple UC tools for remote users, supported by Avaya Aura, make locating and
collaboration with remote users and remote experts faster and simpler.
Video enables face-to-face meetings of geographically dispersed employees
without travel. It also supports using time zones to permit continuous, round-the-
clock development.
The business climate for a company can change quickly based on natural
disasters or even a news story. Presence-enhanced, unified collaboration supports
efficient crisis management.
Slide 166

Popup 2b

LOB or End-User Sample Value Statements
Listed here are some sample value statements for line of business managers.
Take a moment to read through them before closing this window.

Slide 167

Popup 3a

IT Manager
Listed here are some considerations for the IT manager when deciding the value of
the Avaya Aurasolution proposed.
Value statements that you create should address some or all of these topics.
With the lower TCO from reduced OpEx, larger networks, with more apps, can be
managed without increasing staff.
Converging existing networks into a single voice, video, and data network expands
IT control, reduces costs, and strengthens the UC tool portfolio.
System Managers common interface for a complete UC solution will simplify
management work and free up staff for other tasks.
App upgrades can be done independent of other apps when new features or
functions are required.

Slide 168

Popup 3b

IT Manager Sample Value Statements
Listed here are some sample value statements for the IT managers. Take a
moment to read through them before closing this window.
Slide 169

Lesson Summary
Avaya Aura
architecture =value source

Value proposition for Avaya Aura:
Cost reductions
Efficiency
Customer and end-user satisfaction
Business agility
Value proposition for Avaya Aura Solution for Midsize Enterprise:
Saves: time, money, time to value
Serves: platform for UC and CC growth, remote installation and management
Simplify: same components, reduced capacity, installations, solution complexity
Value statements:
Whats important
Sample statements

Lesson Summary
Lets review what we covered in this lesson that discussed the Avaya Aura
value
proposition.
First, we looked at the source of the overall value of the architecture.
Then we discussed four areas that gave us the value proposition:
cost reductions,
efficiency,
customer and end-user satisfaction, and
business agility.
Next, we covered the unique value proposition associated with the midmarket offer,
Avaya Aura Solution for Midsize Enterprise. This included three topics:
saving,
serving, and
simplifying.
Finally, we reviewed value statements for the CxO, the LOB manager, and the IT
manager.
We analyzed whats important to them, and
then showed some sample value statements.
be able to:
in a multi-server and a single-

server deployment, and
Communicate to the key stakeholders the value the components bring to their
company.

Slide 170


We have finished our discussion about the value proposition for Avaya Aura
. Take a
moment to test your knowledge and review the information covered in this lesson, by

Slide 171

Knowledge Check

Slide 172

Knowledge Check

Slide 173

Knowledge Check

Slide 174

Knowledge Check

Slide 175

Lesson 2 Avaya Aura
Objections

. There are four


. Understanding the value proposition for Avaya

Aura is key to helping clients recognize the overall solution value.

Slide 176

Lesson Objectives
Informa customer about the differences between the
Standard and Enterprise Editions.
Describe the client that is best suited for each edition.
Explain the benefits and differences of each edition to a client.

Inform a customer about the differences between the Standard and
Enterprise Editions.
Describe the client that is best suited for each edition.
Explain the benefits and differences of each edition to the client.

Slide 177

Edition Introduction
Two editions:
Avaya Aura
Standard Edition
Avaya Aura Enterprise Edition
Sold in a simple user-licensing structure.
Hardware purchased separately.
Gateway distribution depends on availability
and capacity:
Sales engineers assist in designing hardware
configurations.
Many applications can be added to both editions.

Avaya Aura
EditionsIntroduction
Avaya Aura is available in two editions: Avaya Aura Standard Edition and Avaya
Aura Enterprise Edition, which make it easy to purchase and deploy. These two
software editions bring together all the functionality needed for common client
situations with a simple per-user licensing structure.
Hardware, such as servers, gateways, and phones, are flexibly purchased in
addition to software licenses. Different elements of the software may run on
separate servers, while some elements may be combined on the same server. The
Avaya Aura software and functionality remain the same regardless of hardware
choices.
Gateway distribution and configuration will depend on availability and capacity
needs. In addition, Avaya and Partner sales engineers assist customers in
designing the right hardware configurations to meet their business needs.
Additional Avaya UC and CC solutions, including rich unified messaging,
conferencing, and Web collaboration, video endpoints and bridges, speech and
video self-service, and market-leading inbound and outbound multi-media contact
center applications, can all be incrementally added to either Avaya Aura edition. An
extensive array of certified third-party products is also available through the Avaya
DevConnect ecosystem.

Slide 178

Standard and Enterprise Editions

Standard and Enterprise Editions
To learn more about the Standard and Enterprise Edition customers or new
features, click on each of the pictures or text.

After learning about the clients for both topics editions and the new features with 6.2,
use the forward arrow to continue.

Slide 179

Popup 1

Clients for Standard Edition
Standard edition can include all 850+telephony features except the multi-national
gateway feature for clients with internationally deployed remote gateways. So it is
perfect for any size client needing UC. However, some of the features are
purchased separately from the basic licenses, or a la carte.
Two of those a la carte features are Survivable Core and Survivable Remote. So
for single-site clients, or multi-site clients who only need standard local
survivability, or SLS, Standard Edition is ideal.
Clients with budget constraints, who want to selectively provide messaging and UC
apps, appreciate the flexibility of Standard Edition. They can choose which apps,
when to deploy, and who to deploy to. They just pay for the licenses they need.
However, TSAPI basic AES licenses, frequently used for CTI (or computer
telephony integration), are included for all users.
Additionally, for clients who are unsure whether they want to have desktop
integration with Microsoft or IBM, and how many users they might want to provide
the functionality to, Standard Edition allows that flexibility.

Slide 180

Popup 2

Clients for Enterprise Edition
Enterprise Edition licenses include all of the features in the Standard Edition
licenses. So just like Standard Edition, the size of the client has no impact on the
edition required. The licenses cost a little more per user, but for that small per-user
cost difference, it includes many of the Standard Edition a la carte features, as well
as licensing for some extra apps.
Two of those Standard Edition a la carte features included with Enterprise edition
are Survivable Core and Survivable Remote. These two options are considered
enhanced survivability. So for clients needing this functionality at multiple locations,
instead of buying these features on a per-user basis, they are included with
Enterprise Edition.
Additionally, a Communication Manager Messaging license is included for each
Enterprise Edition user. So although Communication Manager Messaging is
available for standard edition clients a la carte, it is included for Enterprise Edition
clients.
Clients who have decided to make the UC All Inclusive soft clients available to all
users will appreciate that soft clients such as one-XCommunicator, one-X Portal,
one-X Mobile, and Extension to Cellular have been included for all users, as are
the desktop integration AES licenses required for Microsoft and IBM.
Clients who have decided to deploy the complete Avaya Aura solution have
another benefit with Enterprise Edition licenses: Session Manager connection
licenses.
As mentioned previously, the only way to obtain the multi-national gateway feature
is to buy Enterprise Edition. Although this feature is not necessary to deploy
international remote gateways, having the feature makes it easier and more
transparent to users.
The last app that the Enterprise Edition client gets licenses for is Avaya Aura
Conferencing, or AAC. In the case of this app, the client gets starter licenses.
These are full-functionality AAC licenses, but they are provided in a limited number
and not one for each user.
So, in addition to the multi-national feature, the Avaya Aura Enterprise Edition
offers licensing for several other apps. How many of those apps your client plans
to use and the number of solution users will determine if it is cost justified. An
upcoming slide compares Standard and Enterprise Editions and their associated
costs.

Slide 181

Popup 3

New 6.2 Features
With each new release, Avaya adds many new features. But many of those
features do not have universal client applicability. Listed on this slide are several of
the new features available with either edition of Avaya Aura.
Presence integration with Microsoft Express and Microsoft Outlook: Presence
Services will now integrate with Microsoft Express and Microsoft Outlook. This will
increase the accuracy of the presence information provided by Avaya Presence
Services.
In this release, Avaya is continuing its effort to get SIP endpoints closer to feature
parity with H.323 and digital endpoints. So SIP endpoints will now be able to have
features such as group page, Team button, enhanced call pickup, enhanced call
forwarding, and auto dial buttons.
Frequently with the initial release of a new endpoint or series of endpoints, they
must be administered using an alias or another different, but similar endpoint. For
the 9400 series and the 96x1 sets, an alias is no longer required since they are
now native within the 6.2 administration software.

Slide 182

Positioning and Upselling the Edition Packages

The criteria of when to propose Enterprise Edition over Standard Edition is not
based on just the number of users or features. Since the feature set is almost the
same between the two editions, always have a design engineer compare the
overall price using Standard Edition with a la carte additions and the Enterprise
Edition. Although there are no exact rules, this slide offers some guidelines on
when to propose each edition. Click on the title for each box to view and hear the
details. After hearing about when you should lead with each of the editions, and
you are ready to move on, click the forward button.

Lead with Standard Edition
For clients that have fewer than 250 endpoints and that will utilize Standard Local
Survivability, or SLS, lead with Standard Edition and add other UC applications as
required.
For clients with three or fewer sites requiring survivable remote or survivable core
and having minimal collaboration requirements, lead with Standard Edition and buy
enhanced survivability and collaboration a la carte.

Lead with Enterprise Edition
When most users need bundled entitlements such as UCAI, desktop integration,
and CMM, lead with Enterprise Edition.
If the enterprise has four or more sites that require Survivable Remote or
Survivable Core, position Enterprise Edition.
If the client requires the multi-national gateway feature, Enterprise Edition will be
required. But keep in mind that this feature is not required just to have remote
gateways in other countries.
When competing against Cisco CUWL (or Cisco Unified Workspace Licensing) or
Microsoft Lync, the client should be expecting advanced UC apps. After verifying
this expectation is correct, compete with Enterprise Edition.
If the existing client has DCS or QSIG networking activated or was a Nortel
Premium license client, the client receives investment protection for Enterprise
Edition. These clients are entitled to get Enterprise Edition without any additional
upgrade charges, so Enterprise will cost the same as Standard.

Slide 183

Popup 1

Lead with Standard Edition
For clients that have fewer than 250 endpoints and that will utilize Standard Local
Survivability, or SLS, lead with Standard Edition and add other UC applications as
required.
For clients with three or fewer sites requiring survivable remote or survivable core
and having minimal collaboration requirements, lead with Standard Edition and buy
enhanced survivability and collaboration a la carte.

Slide 184


Lead with Enterprise Edition
When most users need bundled entitlements such as UCAI, desktop integration,
and CMM, lead with Enterprise Edition.
If the enterprise has four or more sites that require Survivable Remote or
Survivable Core, position Enterprise Edition.
If the client requires the multi-national gateway feature, Enterprise Edition will be
required. But keep in mind that this feature is not required just to have remote
gateways in other countries.
When competing against Cisco CUWL (or Cisco Unified Workspace Licensing) or
Microsoft Lync, the client should be expecting advanced UC apps. After verifying
this expectation is correct, compete with Enterprise Edition.
If the existing client has DCS or QSIG networking activated or was a Nortel
Premium license client, the client receives investment protection for Enterprise
Edition. These clients are entitled to get Enterprise Edition without any additional
upgrade charges, so Enterprise will cost the same as Standard.

Slide 185

Avaya Aura
Edition Packaging
Avaya Aura or Sipera SessionBorderController
Avaya Aura Presence Services
UnifiedDesktop Avaya Aura ApplicationEnablement Services-UC
TSAPI Basic w/newR6.2Sale
TSAPI Basic w/upgrade to R6.2
Other AES licenses
TSAPI Basic w/newR6.2Sale
TSAPI Basic w/upgrade to R6.2
Other AES licenses
Avaya Aura ApplicationEnablement Services-CTI
+$35/user Avaya Aura Communication Manager Messaging
Avaya Aura SystemPlatform
One connectionlicense per five newor
upgrade licenses
+$150/connectionlicense Avaya Aura SessionManager
+$25/user Avaya Aura for Survivable Remote (fka LSP)
+$25/user Avaya Aura for Survivable Core (fka ESS)

Avaya Aura Communication Manager (either Feature Server
orEvolutionServer)
Avaya Aura
Enterpri se Edi ti on Standard Edi ti on
Avaya Aura Rel ease 6.2
Softwareall hardware and support is additional
$285-320/user $205-240/user Global ListPrice inU.S. $depending onvolume
+$60/user Avaya One-X
-UC All Inclusive

Avaya IntegratedManagement (as appropriate for Edition)
Avaya Aura Messaging
1port per 50newor upgrade Avaya
Aura R6.2licenses
+$510/port Avaya Aura ConferencingStandardEdition
Avaya Aura Application Suite
Included Available for a fee
Click the forward arrow to continue

Avaya Aura Editions - Packaging
Here is a summary of what is included with each edition. Take a few minutes to
review the chart.
NOTE: Unless otherwise noted, all pricing is shown as global list price in U.S.
dollars. Refer to regional price lists for country-specific pricing. All pricing contained
within, while accurate at the time of publication, should be considered as unofficial;
students should verify the accuracy of all prices cited.

Slide 186

Lesson Summary
Two editions
Standard Edition clients
Enterprise Edition clients
New features in Avaya Aura
6.2
Positioning and upselling editions
Avaya Aura editions packaging and pricing

Lesson Summary
Lets review what we covered in this lesson that discussed the Avaya Aura

editions.
First, we discussed the fact that Avaya Aura is sold in two different editions and
that the edition selected is independent of the hardware used.
Then, since it is the client needs that drive the edition selection, we discussed the
typical clients for each edition.
Next we looked at the new features offered with Avaya Aura 6.2.
Then we covered positioning and upselling of the editions. We provided some
examples of when you should lead with standard edition or enterprise edition.
And finally, we looked at the packaging and and general pricing of each edition.
Having completed this lesson, you should now be able to:
Inform a customer of the differences between the Standard and Enterprise
Editions.
Describe to yourself the client that is best suited for each edition.
Explain the benefits of each edition to a client.

Slide 187


We have finished our discussion about the licensing and packaging for Avaya Aura
.
Take a moment to test your knowledge and review the information covered in this
lesson, by answering the following Knowledge Check questions.

Slide 188

Knowledge Check

Slide 189

Knowledge Check

Slide 190

Lesson 2 Avaya Aura
Objections

. There are four


. Understanding the value proposition for

Avaya Aura is key to helping clients recognize the overall solution value.

Slide 191

Lesson Objectives
Analyze the strengths and weaknesses of
Cisco and Microsoft.
Explain go-to-market differences between
Cisco, Microsoft, and Avaya.
Evaluate and utilize the key differentiators
of Avaya to address FUD.
15minutes

Analyze the strengths and weaknesses of Cisco and Microsoft,
Explain the difference between how Cisco and Microsoft go to market, and
how Avaya does, and
Then use the key differentiators of Avaya to respond to their FUD or fear,
uncertainty, and doubt about Avaya.

Slide 192

Go-To-Market Differentiators Overview
Cisco Avaya

Go-To-Market DifferentiatorsCisco vs. Avaya
Cisco and Avaya have essentially different attitudes in how to go to market.
The Cisco architecture uses complex clusters of servers, which exponentially
multiplies the total cost of ownership, or TCO, as it scales.
Their strategy, even with their own products, has been to rip and replace.
Seamless upgrading is not their selling strategy.
Cisco has focused on proprietary standards, making it expensive and complicated
to move to another vendor.
Avaya, on the other hand, has developed a solution that uses minimal hardware, is
scalable, cost-effective, and a greener solution.
We focus on providing investment protection for customers with upgrade paths
from heritage systems and utilizing existing investments.
Avaya Aura
supports open standards, enabling interoperability with multiple

vendors.
This all adds up to a lower TCO.

Slide 193

Winning Against Cisco
Key Strengths
Cisco
Key Weaknesses
Size and marketing clout
Major data networks provider
Channel
Ability to sell on roadmap
and vision
Gaps/adjacent markets by way
of acquisitions
Telepresence
Closed Cisco-only solution
Technology-centric architecture
Acquired innovation and
disparate portfolio
High energy consumption
Significant security vulnerabilities
Server-farmapproach to scale
Lacks digital phones supportrip
and replace

Key Strengths
Cisco is the market leader in Ethernet switches. They have an enormous installed
base and number-one marketshare, and they operate with a market-leader
mentality.
As a major network provider with a massive installed base, they have a huge
advantage; customers go with what they know.
Cisco has a huge network of dealers that resell or distribute their data equipment.
Dealers are rewarded for selling the products from the latest Cisco acquisition.
Although they may not have specific products launched or available, they are
masters at selling futures and their roadmap. Never underestimate Ciscos ability
to get senior executives, all the way up to J ohn Chambers, to fly in and help close
a deal.
Portfolio gaps have been filled by acquisitions, such as Tandberg and WebEx. All
have added to their already large installed base. Most of the Cisco products are
based on proprietary standards. This essentially locks out competition and
uninvited third parties.
Telepresence requires significant amounts of bandwidth and typically a separate,
overlay network; both of which require additional hardware.

Key Weaknesses
Ciscos solution is closed and inhibits other vendors; even 3rd party developers
and best-of-breed applications.
Their archictecture is technology centric. A mobile user, accessing the network
through different versions of hardware/software, cannot expect to get uniform
capabilities and functions.
Much of Ciscos UC portfolio is based on 30+acquisitions. Each has its own
management system and interface. So managing them is not only difficult but also
drives the TCO or OpEx higher. Similar to the multiple management interfaces, the
proprietary standards, used within many of their acquired products, also drives the
TCO up.
A Test Report from Tolly, issued in Septenber of 2010, documented the additional
energy required to operate the Cisco endpoints and servers. You can see the
estimated, annual, difference, for your clients endpoint configuration, in the Green
Competitive Story section of the Savings Estimater, discussed later in this course.
Although the latest version of Cisco Unified Communication Manager has moved
to the Linux OS, older equipment on the Windows OS or the proprietary Cisco IOS,
is susceptible to attacks and has numerous VoIP vulnerabilities.
Cisco requires more servers for a basic configuration and as long as the system
scales continues to require more hardware. Although the CapEx for this extra
hardware could be minimzed with discounts, the longterm OpEx of supporting the
management and maintenance is going to be higher.
The architecture does not support digital endpoints. They must be replaced with IP
endpoints or analog devices with adapters.

Slide 194

Winning Against Cisco (Continued)
Open/multi-vendor
Integrated portfolio
People-centric innovation
Lowest TCO (Nemertes, 2010), 39% less
versus Cisco
SecureLinux OS, superior SBC
Technology bridging
Green45% less energy than Cisco (Tolly, 2010)
Higher scalability (up to 250K SIP)
Flexible B5800 branch solution
*Third-partylogos and content belong to the respective owners. Avaya is not an owner or licensee of the same.
Avaya Key Differentiators
versus

Key Differentators
Avaya Aura
supports open standards and multi-vendor integration.

Avayas DevConnect program has a much broader base of CEBP, or
communication enabled business process, developers. Our open standards, and
ACE and AES middleware products, offer an environment supportive to third-party
development and integration into our architecture.
In contrast to Ciscos technology-centric environment, Avaya offers a user-centric
environment. So no matter how or where users access the network, they get the
same centralized, sequenced applications and functionality.
In a paper issued by Nemertes in 2010 documenting the true costs for VoIP
implementations for midsize and large rollouts, the Avaya TCO was 39% less than
Cisco.
In the area of security, Avaya Aura uses the secure Linux OS. We incorporate an
Avaya Aura SBC, or session border controller, based on the market-leading Acme
Packet software, an Avaya/Sipera SBC, or the Acme Packet Net-Net SBC. These
SBCs support border security for multiple external services such as SIP trunking,
hosted services, and even the Internet. The Avaya Sipera SBC also offers VPN-
type functionality for remote workers.
The Avaya tradition and offers try to preseve a clients investment, CapEx, for as
long as possible. This includes: allowing the evolution of Avaya products, to current
release, from multiple releases back, and front-ending non-Avaya solutions to
provide the latest UC features to older equipment.
Utilizing less hardware translates into less heating, ventilating, and air conditioning;
a green alternative. A test report from Tolly, documented that 45% less energy was
required to operate the endpoints and servers from Avaya.
Even with its minimal hardware requirements, Avaya Aura scales to 250,000 SIP
endpoints.
The Avaya SLS branch survivability strategy has been improved with the B5800, its
flexibility of deployment, and its alternative survivability option. It has also improved
our branch TCO.

Slide 195

Go-to-Market DifferentiatorsOverview
Microsoft Avaya

Go-To-Market Differentiators Microsoft vs. Avaya
Microsoft and Avaya have essentially different attitudes in how to go to market.
Microsoft, like Cisco, has a business model focused on rip and replace or forklift
rather than a smooth upgrade/migration as solutions develop.
Microsofts strategy relies heavily on its market position for desktop apps, such as
IM, email, and team space. This has given them strong advocates within the IT
staff. The pitch is that to add Microsoft UC would make it easier for IT to manage.
Microsoft Lync is very tightly integrated with Office, Exchange, and SharePoint.
However, the proprietary nature of the architecture, such as audio codecs, makes it
a closed environment and difficulty for third-party integration.
Avaya Aura
supports existing TDM, analog, and IP phones, allowing seamless

upgrades that offer investment protection. Products are built to be backwards-
compatible.
Avaya is focused on the experience of the end user; thanks to its years of
experience developing and running mission-critical voice communications solutions
with five 9s of up-time.
The use of open standards enables Avaya Aura multi-vendor interoperability; even
with Microsoft, if need be!
In addition to the 850+telephony features within Avaya Aura
, we offer apps for

contact center, conferencing and collaboration, messaging, and integrations with
third-party and best-of-breed apps.

Slide 196

Winning Against Microsoft
Key Strengths Key Weaknesses
Size and marketing clout
Major desktop ownership
Mindshare within IT
Cohesive integration across
all Microsoft applications
and Active Directory
Voice capability not proven
Gaps in availability and
reliability offers
Reliance on third-party infrastructure
Closed/proprietary
Only MSFT Exchange UM
support for voice mail
Limited range of mobility solutions
Contact center-basic
ACD-like features
Microsoft

Key Strengths
With the proliferation of their OS, they have strength just in their overall size. The
name Microsoft also has strong brand recognition, and their marketing organization
capitalizes on that and wields significant clout.
In the area of desktop apps such as email and IM, they have significant
marketshare and are a market leader.
They have a strong position within IT, especially with the applications and the
desktop personnel. This installed based and position within IT provides an easy in
to begin a UC discussion.
They have tight integration with all Microsoft apps and Active Directory, and
essentially lock out uninvited third parties.

Key Weaknesses
Microsoft has minimal experience in real-time communications networks. They
offer a very minimal set of voice communication features and, like Cisco, require
significantly more servers in their basic configuration and as the network scales.
They define UC according to what they can dotheyre not interested in listening to
their customers and then providing them with a UC solution that meets their
specific needs. If they did listen, theyd struggle to provide a real UC solution.
They have gaps in their availability and reliability offers. Their servers and clients
use the Windows OS, which is subject to frequent updates, and their resiliency is
based on an N+N design, which requires more servers and a higher TCO.
Microsoft relies on third parties for things such as desktop phones and contact
center apps.
Their environment is closed and proprietary.
For Unified Messaging, the only message storage is Exchange, voice mail must
use Exchange UM, and Exchange 2010 does not support fax.
Microsoft does not offer a wide range of mobility solutions such as support for
Blackberry, iPhone, and Android devices.
Lync only has basic ACD-like capabilities, and as we mentioned before, they use
third parties for enhanced contact center applications.

Slide 197

Winning Against Microsoft (Continued)
Avaya Key Differentiators
ArchitectureHigh Availability, centralized apps,
sequenced apps
Complete UC solution with integrated management
Market-leading contact center solution
Mobilitysupports Bring Your Own Device IT model
Flexible CEBP by way of ACE
Choice of handset devices
Unified Messaging with choice of VM stores
Avaya Professional Services and 2
nd
-day support
Open/multi-vendor
Protect existing investments
*Third-partylogos and content belong to the respective owners. Avaya is not an owner or licensee of the same.
versus

Avaya understands real-time communications and the requirement for five 9s
reliability. The apps in our architecture are centralized and sequenced. So all users
get the same version of the app no matter what kind of device they use or their
location within the network.
We offer a complete UC solution with Avaya apps, best-of-breed third-party apps,
or a combination. Avaya apps are mangaed centrally from a single location.
Built on the call center foundation within Communication Manager, the architecture
integrates with our complete, market-leading, contact center applcations.
We support almost any smartphone or PDA device, including Android and iPhone.
So clients can continue to use their device of choice and not be forced to use a
standard device decided by IT or the company.
Middleware software such as ACE, or Avaya Agile Communication Environment,
reduces the complexity and speeds the development to link business processes
and communications and create CEBPs, or Communications Enabled Business
Processes.
In addition to offering analog, digital, IP, and SIP type endpoints, we also have a
wide range of devices for each type of endpoint. This includes differences in
number of buttons, screen size, screen type, price point, and more.
For unified messaging, clients can decide if they want their voice mail stored with
their email or stored sepearately. For single-server storage we support Exchange,
Domino, and Zimbra.
In addition to complete services by our Partners, Avaya Client Services offers
complete support from presales through management of on-going operations. This
gives the client choices and flexibility.
Avaya supports open standards and offers middleware software such as ACE and
AES, or Application Enablement Services. This provides a multi-vendor
environment that includes integrating with the Microsoft desktop applications.
Through solutions such as front-ending, and upgrades and migrations for hardware
and software 10 or 15 years old, Avaya protects a clients existing capital
investment and extends its useful life.
In short, since Microsoft does not offer an environment and interface like Avaya
Flare, or a choice of applications for contact center, collaboration, mobility, and
unified messaging, convincing the client of the strategic importance of these apps
will improve the need for an Avaya solution.

Slide 198

Lesson Summary
Cisco:
Strengths
Weaknesses
Avaya differentiators
Microsoft:
Strengths
Weaknesses
Avaya differentiators

Lesson Summary
Lets review what we covered in this lesson that discussed the global competition
for Avaya Aura
. Although Avaya has many competitors, in this lesson we were

able to take a closer look at two of them.
First we looked at Cisco. We discussed their strengths, weaknesses and then
some key differentiators.
Second, we looked at Microsoft. Again we discussed their strengths, weaknesses
and then some key differentiators.
Analyze the strengths and weaknesses for Cisco and Microsoft.
Evaluate Avayas key differentiators.
Remember that competitive information is continually changing and requires
continuous study. The competitive information contained in this training was
current at the time of release, but it should be re-verified before using. For the
latest information on competition, go to the Competitive Intelligence section of the
portal.

Slide 199


We have finished our discussion about the global competion for Avaya Aura
. Take a
moment to test your knowledge and review the information covered in this lesson, by

Slide 200

Knowledge Check

Slide 201

Knowledge Check

Slide 202


Lesson 2 Avaya Aura
Objections

In this short lesson on overcoming client objections, we will look at the Avaya
Client Services offerings and the Avaya Aura
Savings Estimator. Some clients will

find comfort in knowing that Avaya Client Services is available to support not only
their conversion to this new architecture, but also for on-going operations. So
understanding the breadth of the Avaya Services offers might be key to
overcoming some client objections.
Savings is the basis for ROI, and is important in satifying client objections. To begin
calculating your clients potential savings, the Avaya Aura Savings Estimator is a
great starting point. An introduction to this unique tool will be the subject of the
second half of this lesson.

Slide 203

Lesson Objectives
Describe the Avaya Service offers.
Explain the purpose and features of the
Avaya Aura
Savings Estimator.
10minutes

Describe the Avaya Service offers and the breadth that they cover.
And explain the purpose and features of the Avaya Aura
Savings Estimator
and its role in the process of calculating return on investment, or ROI, for a
client.

Slide 204

Advanced Applications
Conceive-Develop-Implement
Innovative
Solutions
Operations Services
ITIL Aligned
Complete
Communications
Outsourcing
Standardized
Services to
Custom Fit
Best-in-Class
Platform and Portal
Hosted: Applications
Operate: Maximizeavailability
withefficient processes
Moni tor: Stayinformed
of your systemperformance
Opti mi ze: Deliver agreed
servicelevel targets
Video Data UC CC
Professional Services
Plan and
Design
Develop
and Integrate
Test, Train,
and Deploy
Optimize
Video
Emerging
Technology
UC Data
Networking
Contact
Center
Support Services
Design, implement, support, and manage the worlds most complex real-time business
collaboration systems.
Avaya Client Services Vision

Avaya Client Services, formerly known as Avaya Global Services, offers a full
suite of award-winning services to plan, design, implement, support, and operate
your communications infrastructure. Partners have the option to use any of the
individual offers, as required, for their clients. This complete suite of services is
split up into the four services shown on this slide: Avaya Professional Services, or
APS; Global Support Services, or GSS; Avaya Operations Services, or AOS; and
Advanced Applications. Lets look at each of these four services in a little more
detail.
Avaya Professional Services helps clients transform their communications
solutions into business improvement tools for employee, supplier, and vendor
interactions. From the initial planning and design to implementation and ongoing
optimization, Avaya Professional Services shows clients how to get the most out of
their investments. Using Avaya Professional Services, clients can improve
business productivity by tackling their communications challengessuch as
reducing total cost of ownership, mitigating risk, and increasing efficiency. Avaya
combines horizontal, vertical, and technology expertise with extensive experience,
enabling Avaya to bring industry best practices to clients organizations and drive
measurable business results.
Global Support Servi ces, as the recognized leader in the development and
delivery of innovative collaborative solutions, understands that consistently
delivering quality collaborative capabilities to clients and employees requires that
all elements of an enterprises environment work together and deliver expected
results.
Avaya enables enterprises to meet these challenges head-on through Support
Advantage, a new holistic global support offer for new products and upgrades.
Through Support Advantage Preferred Support, clients will experience:
74% reduced risk of experiencing a major system outage,
99% resolution of system-generated alarms without dispatch,
85% faster response times on major alarms by way of Web ticketing,
and a modular menu of services, providing choices to address specific needs.
Avaya Operations Services is a portfolio of ITIL, or IT Infrastructure Library,
aligned Communications Managed Services that can help you to help your
clients address a variety of business and operational challenges. These
managed services support the entire Avaya portfolio, as well as multi-vendor
applications, and are available globally. These services are delivered to meet
the clients needs. It is all about their path, their pace, and their choice. Avaya
Communications Managed Services provide a way for our clients to reduce
costs, reduce risks, and simplify and maximize the performance of their
communications applications. Avaya Managed Services also has the capability
to provide OpEx versus CapEx models and can support migration to new
technology along with SLAs through Communications Outsourcing Solutions,
which allow customization of any of the standard Managed Services delivered
by Avaya Operations Services.
All of the Avaya Managed Services are supported by an industry-leading management
platform that provides powerful and customizable Web tools and dashboards for both
our clients and partners.

Advanced Applications focuses on delivering innovative approaches to solve
client communications challenges. As part of both the Professional Services and
the Emerging Products and Technology groups, the team is in a unique position to
conceive, develop, and implement custom applications to serve unique business
requirements of specific clients AND new applications to feed Avayas innovation
pipeline. Both enable Avaya to quickly engage with clients to offer solutions that
build on emerging industry and client trends including social media, mobility,
virtualization, and the next-generation contact center.

Slide 205

Avaya Aura
Savings Estimator

Avaya Aura
Savings Estimator
The process of cost justifying your clients potential solution, or prospecting for potential
clients, might start with an estimate of potential savings from an Avaya
Aura UC or CC solution. The savings estimator tool was designed specifically with that
in mind. The tool is available through the portal under the Customer
Engagement section of Sales Enablement. Click on each title or picture to learn more
about the purpose and features of this unique tool that is available to
Avaya Partners and associates. After viewing both the purpose and features, click the
forward arrow to continue.

Slide 206

Popup 1

Purpose
Return on investment, or ROI, uses potential savings as a foundation. Estimating a
clients potential savings is easier with the Avaya Aura Savings Estimator. The tool
serves as a starting point for calculating a clients potential savings from an Avaya
UC or CC solution. It utilizes data from industry standards, benchmarking, and
customer data.
Additionally, using the Tolly report discussed previously in this course, the tool
helps you quantify the difference in energy and operational costs of specific Avaya
versus comparable Cisco endpoints.
Savings is organized into savings for UC and savings for CC. For UC, it includes
savings from areas such as centralized trunking, on-net calling, tail-end hop-off,
SIP trunking, administration, and on-going support. For CC, it includes savings
from areas such as inbound voice, outbound voice, email, Web chat, reporting,
reduced attrition, and improved margin.

Slide 207

Popup 2

Features
The tool supports UC-only solutions, CC-only solutions, or UC and CC solutions.
You can start an analysis with just a few pieces of information such as number of
employees, number of locations, industry, and company profile. Although the tool is
optimized for clients with 2400 or more employees, it has been successfully used
for smaller clients by removing areas of savings that are not applicable.
The tool can be adjusted to support different currencies, exchange rates, and
regionalized company profiles. So it can be used effectively across the globe.
As mentioned previously, your initial inputs allow you to start the analysis. Then,
you customize the information to improve the accuracy of the savings estimate.
Each area of savings permits a drill down into the assumptions on which the
analysis is based. Using the information from your discovery conversation with the
client, you can make specific adjustments and improve the accuracy of the
analysis. Your client is always going to be different from the default. Your client
might have more or fewer E1 trunks, use more or fewer conferencing minutes, pay
more or less for lines, pay more or less for headcount, and so on. You can also
eliminate any areas of savings that do not apply to your client. In short, you can
make the analysis as accurate as you want and have client data to support.

Slide 208

Lesson Summary
Avaya Client Services offers:
Avaya Professional Services or APS
Global Support Services or GSS
Avaya Operations Services or AOS
Advanced Applications
Avaya Aura
Savings Estimator:
Minimal input to start
Monetize greenadvantage over Cisco
Supports UC and CC
Completelycustomizable
Utilize globally

Lesson Summary
Lets review what we have covered in this lesson that discussed overcoming client
objections. The availability of Avaya Client Services offers and the cost savings of
the solution might be key to addressing a clients concerns and objections.
First we looked the four general offers from Avaya Client Services which was
previously called Avaya Global Services. The four offers were:
Avaya Professional Services or APS,
Global Support Services or GSS,
Avaya Operations Services or AOS, and
Advanced Applications.
In the second half of this lesson we took a quick look at the Avaya Savings
Estimator.
First we learned that it required very minimal input to create a basic
calculation.
Next we saw that it also has the ability to quantify the green advantage
Avaya has over Cisco.
The we discussed that it supports both UC and CC solutions.
And finally, we learned about the ability to customize the calculation. The
more specific customer information provided, the greater the accuracy of the
calculation.
Describe the Avaya Service offers and the breadth they cover.
And explain the purpose and features of the Avaya Aura
Savings Estimator
and its role in the process of calculating return on investment, or ROI, for a
client.

Slide 209


We have finished our discussion about overcoming client objections for Avaya Aura

using Avaya Services and the Savings Estimator. Take a moment to test your
knowledge and review the information covered in this lesson, by answering the following
Knowledge Check questions.

Slide 210

Knowledge Check

Slide 211

Knowledge Check

Slide 212

Module 5 Resources and
Course Summary
Lesson 1 Resources and
Course Summary

The final module of our overview course on Avaya Aura
contains a single lesson

covering some additional resources as well as a summary of the topics covered in
this course.

Slide 213

Resources
Partner and Sales portal
Products A to Z:
Avaya Agile Communication Environment
Avaya Aura
Application Enablement Services

Avaya Aura Communication Manager
Avaya Aura Presence Services
Avaya Aura Session Border Controller
Avaya Aura Session Manager
Avaya Aura System Manager
Avaya Aura Solution for Midsize Enterprise
Communication Manager Messaging
Avaya Competitive Portal (formerlyCRC)
ROI TCO Navigator (under Sales Enablement)
Avaya Aura Savings Estimator (under Sales Enablement)
Services A to Z
support.avaya.com- documentation

Resources
One of the best places to get more information is the Partner or Sales portal.
For product information, go to Products A to Z for any of the products listed
on the screen. Under each product, you will find a Sales Collateral and Tools
section.
Competitive information changes continually. The most current information
can be found on the Avaya Competitive Portal (formerly CRC, or
Competitive Resource Center); which is accessible from the Sales or Partner
portal under the Competitive Intelligence category.
For ROI information, go to the ROI TCO Navigator under the Sales
Enablement category.
For Savings Estimator information, go to Avaya Aura Savings Estimator
under the Sales Enablement category.
For information and details on Avaya Client Services offers, go to Services A
to Z.
Solution documentation can be found at support.avaya.com.
For your convenience and because there are so many support tools, links,
and organizations, a separate support document was created. It can be found
on the Course Description page for this course under student materials.

Slide 214

Course Topics Review
This course provided an overview of the Avaya Aura
architecture.
Topics covered in this course include:
The clients business challenges
The value proposition for the Avaya Aura architecture
Global competition
Overcoming the clients objections
Support and additional resources available

This course provided an overview for the Avaya Aura
Architecture.
Topics covered in this course included:
The clients business challenges
The value proposition for the Avaya Aura architecture
Global competition
Overcoming the clients objections

Support and additional resources available

Slide 215

Thank You
Thank You!
You have reached the end of the course.
Click 'Exi t' to close the course.

Thank you for taking course, number 2U00146WSelling Avaya Aura
for UC
Solutions. Remember that:
The revolutionary and evolutionary Avaya Aura architecture is key for any
business that wants a next-generation communications solution that enables
people-centric collaboration.
Whether you are supporting new or existing clients, understanding the
components, purpose, features, and benefits is essential knowledge. Using
the knowledge gained from this course, you should be able to assist your
clients in visualizing the integration and savings associated with our flagship
architecture.

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Slide 1

2012Avaya, Inc. All rights reserved.

for UC Solutions, course number 2U00146W.

architecturefor all clients:

. Click on each of the four photos or

architecture. Since the environment

architecture: application, connection,

components, including Communication Manager,

Solution for Midsize Enterprise

Solution for Midsize Enterprise

architecture with its three layers, that is a

Solution for Midsize Enterprise is a complete Avaya Aura

Solution for Midsize

architecture in a single, virtualized server. So it requires very little rack

Solution for Midsize Enterprise, or ME.

Solution for Midsize EnterpriseComponents

Solution for Midsize Enterprise. In another lesson, we will discuss the

Features of Avaya Aura

architecture. Knowing the essential and optional

, Avaya Sipera, and Acme Packet, and

is very short because of the universal

No typical client profile

solution using Session Manager.

solution. Avaya Aura has been sold to all vertical

Key Industries for Avaya Aura

Lesson 1 Client Challenges

Provides Solutions for the CxO

, the executive sees immediate cost savings

Communication Manager system.

Provides Solutions for the LOB

allows a more personalized service experience for

Provides Solutions for IT

components and architecture are specifically

6.2 will see a potential negative

6.2 will see a potential negative

6.2 will see a potential negative

6.2 will see a potential negative

Lesson 1 Client Challenges

architecture with SIP-based

. There are four

. Understanding the value proposition for Avaya

in a multi-server and a single-

supports this improved efficiency through:

improves end-user satisfaction and customer satisfaction

provides them that flexibility and business

Solution for Midsize Enterprise: Clear and

Solution for Midsize Enterprise or MEValue Proposition

architecture =value source

in a multi-server and a single-

. There are four

. Understanding the value proposition for Avaya

-UC All Inclusive

. There are four

. Understanding the value proposition for

supports open standards, enabling interoperability with multiple

supports open standards and multi-vendor integration.

supports existing TDM, analog, and IP phones, allowing seamless

, we offer apps for

. Although Avaya has many competitors, in this lesson we were

Lesson 1 Value Proposition

Savings Estimator. Some clients will

contains a single lesson

Application Enablement Services