SPECIAL

EDITION

e911 PROGNOSIS ZEACOM

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FAX and IP
Second Quarter 2010

JOE SCOTTO on IP OFFICE Release 6.0

A N I N D E P E N D ENT REPORT PUBLISHED BY TELECOM RESELLER , INC.
TM

Page 7

AVAYA NEWS PARTNER NEWS DEVCONNECT NEWS

telecomreseller.com/avayaextra

AVAYA IP OFFICE
Page 15

Leadership
Gartner: Avaya leads industry
vaya recently announced that the company was positioned as a Leader in the recently-published Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, which positions vendors with respect to two key criteria: ability to execute along the vertical axis and completeness of vision along the horizontal. The quadrants are: Market Leaders demonstrate strength and can affect market trends in all the criteria on which they are evaluated. They tend to have broad geographical coverage across the globe, or particular strengths in one or more key global markets. Challengers demonstrate an understanding of the market and often possess a complete product portfolio and a strong market presence. However, they have not shown an understanding of market direction or are not well-positioned to capitalize on emerging trends. Visionaries display healthy innovation and a strong potential

RODMAN
Page 16

By Ray Horak, Technology Editor

HELP DESK
Page 22

to influence the direction of the market but are limited in execution or track record. Typically their products and market presence are not complete or established enough to challenge the leaders. Niche Players often offer strong products for particular geographical or vertical market subsets but demonstrate weaknesses in one or more important areas. Avaya Aura is designed to provide the SIP-based communication services that enable unified communications and contact center solutions to be deployed to connected endpoints regardless of the infrastructure that the endpoints reside on. Our strategy in the contact center arena is to continue to integrate context-based services into the application layer of the Aura SIP architecture, said Anthony Bartolo, general manager, Avaya contact center solutions. And in doing so, were redefining the interaction model for higher productivity, customer satisfaction and lower costs.
See LEADERSHIP, page 3

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Telecom Reseller: Extra Report on Avaya

Second Quarter 2010 We will continue to extend our vision of customer service excellence with new solutions that address the ever-evolving needs of the customer. According to Bartolo this vision includes the delivery of contact center solutions which can significantly enhance customer service in a cost-effective manner. He adds, An Avaya customer recently reported it was able to increase first call resolution of customer problems from 7% to 72% compared to the prior year. Another business used our solutions to integrate multiple customer service platforms to drive a 12 percent reduction in costs in its first year of implementation. These are types of benefits we see more businesses gaining going forward. %
For more visit avaya.com.

heaLthcare
vaya announced new and enhanced communications solutions designed to help healthcare providers improve the quality of patient care while increasing ROI and savings. They use unified communications to address processes such as care coordination and patient flow, and help ensure efficient operation. Addressing care coordination in healthcare is critical so nurses and clinicians can spend more time caring for patients, said Sanjeev Gupta, general manager of Avayas Healthcare Solutions group. They address these challenges so personnel can focus on first-class care. Efficient patient flow is also essential to help improve operating margins. These are automated solutions purpose-built to Mobile Device Checkout frees hospital and nursing staff from the tethers of the nurses station by letting them communicate and receive notifications from anywhere in a hospital using a personalized WLAN mobile device. Hospital staff members check out a mobile handset at the beginning of their shift by swiping the barcodes on the phone and ID badge. This registers the phone with a unique number, eliminating complex login procedures or the need to get a new contact number every time when coming to work. Enhancements include role-based capabilities that enable, for example, a doctor to reach the lead surgical nurse, as opposed to making multiple calls to find out who is in that role in a given shift. Additionally, new built-in RFID technology lets staff keep track of associates by viewing a hospital map on a computer screen.

LEADERSHIP
Continued from page 1

Avaya and healthcare

Nurse Call Response lets patients press the nurse-call button to directly reach an attending nurse instead of reaching the nurse station. This improves response workflow so patients can get faster care and nurses can have a better work environment through reduced walking and more patient interaction. Patient Appointment Reminder automates outbound calls to remind patients of appointments and gain confirmation. It allows prompts or speech automation with answers to basic questions, or reaching a live agent for rescheduling. Patient Admit Coordinator accelerates the hospital admittance process for those who have been treated in the emergency room (ER). To date the admission process has been paper-based and the stages involved can inhibit patient flow, tying up beds. It can reduce the time it takes for ER admissions and reduce patient walk-outs. It can automate this process using voice, email or IM to notify the departments involved. %
For more visit avaya.com.

In its market overview the Gartner report states, The majority of shipped solutions are based on Internet standards including TCP/IP in telephony and SIP, which enable the systems to more readily support geographically-separate operations on a centrally-deployed system and provide for greater scale in the application platform. We believe Avayas contact center infrastructure solutions enable companies to gain a full scope of a customers needs from their historical relationship to their preferred mode of contact to their current, real-time requests, states Bartolo.

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Tough times call for proven solutions.

Analytics Coaching Customer Surveys eLearning Performance Management Quality Monitoring Recording Workforce Management

Cost. Performance. Staffing. Service. When times get tough, your contact center may be forced to make hard decisions that could impact every area. But you dont have to make them alone. Verint Witness Actionable Solutions offers proven workforce optimization software and services that can help you get the most from your resources, drive down costs, and improve performance. For example, our Impact 360 Workforce Optimization solution helped a leading communications provider increase revenue generation in its contact center by 50 percent, even with a 30 percent decrease in staff. Master the challenges of delivering service in todays economy with our unified, analytics-driven, enterprise-enabled workforce optimization solutions. Visit verint.com or call 1-800-4VERINT.

Verint Witness Actionable Solutions, provider of Avaya Workforce Optimization

Copyright 2010 Verint Systems Inc. All rights reserved worldwide.

Telecom Reseller: Extra Report on Avaya

Second Quarter 2010

e911 E911 support for Avaya IP softphone users

E911 is an essential public safety service that ensures 911 callers receive the help they need in times of crisis. However, providing softphone users with reliable support has been a challenge and has often required manual provisioning of locations by users or telephony administrators. As an alternative 911 Enable introduced the E911 Softphone Locator (ESL), an application which helps automatically track the locations of on-campus Avaya IP Softphones for E911 purposes. A growing number of organizations are looking to the softphones for their mobility, flexibility and cost-saving potential. Unfortunately, the increased deployment has been complicated by the ever-growing body of E911 legislation. Currently 16 states have passed legislation making support obligatory for organizations operating IP phone systems such as Avaya Communication Manager (ACM) and IP Office (IPO), and several more states have similar legislation in the works. Most legislation requires organizations with IP phone systems to deliver a users accurate location to the correct PSAP when 911 is dialed, but determining the precise location of a softphone user is challenging. The automatic tracking technologies used for on-campus IP hard phones cannot be used for softphones, so additional solutions emerged that required users to manually enter and validate their locations each time they logged in. Having to self-provision a location at every login negatively impacts ease-of-use, which reduces efficiency and presents an obstacle to softphone adoption. ESL allows organizations to implement softphones and meet E911 obligations. It enables automatic tracking of on-campus softphones while not requiring users to update their location when logging in. A component of 911 Enables Emergency Gateway (EGW), it is simple to deploy using Active Directory. Softphones may be tracked via layer 2, layer 3 or WLAN discovery without requiring additional input from the user or telephony administrator. By supporting a variety of discovery methods, enterprises have the flexibility to locate softphones using the method best suited to deployment. ESL also reduces the occurrence of provisioning errors due to manual entry, and telephony administrators benefit from lowered support demands. %
For more visit 911enable.com.

Who Dialed 911?

Did you know that the level of 911 protection millions of Americans have in their homes is far better than what they receive at their nearby office, campus, hospital, or government building? Enhanced 911 (E911) software enables emergency responders to determine the building, floor, and room number for a 911 caller in a multi-floor building or multi-building facility. This saves lives.

e911
911 ETC and RGTS

R
Safety is Your Responsibility. E911 is Our Business.
Protect your most valuable asset: your people. Amcom Software has been a leader in E911 solutions for more than 20 years.

Amcom Software, Inc. Phone: 800.852.8935 Fax: 952.230.5510 www.amcomsoftware.com Ad Layout1.fh11 4/26/06 2:51 PM Page 1
C M Y CM MY CY CMY K

ockefeller Group Technology Solution supplies dial-tone to thousands of business customers in New York City. The companys emphasis is on delivering high-quality support and service and ensuring that when a 911 call was dialed by a tenant from within an office building, emergency responders would know exactly from where that call was coming. Without an E911 solution in place RGTS realized that the safety of their clients was in jeopardy. In addition, many customers requested them to provide dialtone to remote branch offices throughout the entire United States. They have a mix of both Avaya and Nortel switches with over 45,000 total stations. Data location for their phones already existed within a billing database. 911 ETC was able to write a custom loader to accept the data in its existing format. RGTS performs hundreds of MACs a day and estimates the Auto-MAC solution saves them hours of work daily.
See 911 ETC, page 17

Composite

Visit Us At The Art of Evolution Global Connect 2010

Booth 935

Telecom Reseller: Extra Report on Avaya

Second Quarter 2010

IP
Avaya IP Office Release 6.0
By Ray Horak, Technology Editor

Avaya released IP Office in 2002 as its flagship communications solution for the SME market. Since that time they added applications, increased scalability and enhanced system functionality, flexibility and resiliency. Release 5 consolidated platform options, simplified UC and added web-based applications including one-X Portal for IP Office, a thin client that provides workers a simpler and smoother way to manage phone communications using real-time call control, presence and call logs. That was good, but this is now. Joe Scotto, Director of Product and Solutions Marketing for the portfolio, gave me a peek at Release 6.0 and it looks to be even better.

Communications Traffic Control

Ask about our Multimedia Queuing, Call Back, and Skills-Based Routing modules as part of your new Unified Contact Center Solution.

Zeacom Communications Center (ZCC) -- a Gold DevConnect Partner -- integrates seamlessly with Avaya products as a fully certified DevConnect partner. Enhanced desktop functionality for the latest versions of IP Office (IPO) and Avaya Communication Manager (CM). Scales. Single Point of Contact. A Perfect Fit for SMEs. Zeacom Communications Centers Unified Communications software delivers Rich & Activity Presence, Unified Messaging, Blended Inbound and Outbound skills-based call routing, Multimedia, IVR, Mobility, Click-to-dial and Screenpops, Lotus Notes support, and integration with Microsoft Exchange, Outlook & OCS, including Calendar. Zeacom & Avaya - Partners in Business Communications. Visit us at InAAU Booth #532

800-513-9002 usasales@zeacom.com zeacomusa@zeacom.com

IP Office traditionally had a big sweet spot of 5 to 250 or so users and still does, but Release 6.0 makes it a whole lot sweeter at the low end from 5 to 20. In recognition of the price consciousness of that subset of the SME market Avaya reduced the cost up to 40%. To do so involved considerable re-engineering that resulted in a change in form factor and a new combination card that can be substituted for the several previously required to support a mix of digital, analog and IP terminals. Seat licenses for VPN phone access are in the past, with the firmware built into the phones. According to Scotto, IP Office is now truly viable for the <20 market. Not only will it support any combination of analog, digital and IP phones but also can emulate the Avaya Partner key system, including support for key sets (i.e. telephones). With this release Avaya is also introducing a second flavor of Essential Edition. The Partner Version installs in less than 30 minutes and delivers a robust UC experience for users who want the full-on IP-PBX upgrade. With Preferred Edition and the Multi-site Option it scales to 32 nodes and 1,000 users (up from 500 in Release 5) and supports the same 1400 digital desk phones and DECT wireless phones as Aura. Release 5 introduced a fully-meshed multi-site network with built-in resilience that does not require any extra hardware or licenses. If a node fails or is isolated due to a network failure, the associated IP phones (and the voicemail server if it happens to be on the affected node) can re-register with another node in a high-availability failover scenario. Release 6.0 introduces enhanced voicemail redundancy through multiple networked Preferred Editions with mirrored databases providing full and instantaneous failover for high-availability applications. Note: Node failure is less than likely as IP Office 500 is a solid-state system (no spinning disks, no fans) built on proprietary hardware and software, and not easily hacked. Release 6.0 also adds a new Office Worker solution to the User Productivity suite. This fills a gap in the previous release, which focused on much more demanding, specialized profiles such as teleworkers, mobile workers and call center agents, undoubtedly leaving the cubicle-bound office worker feeling somewhat neglected. It provides a visual PC interface (one-X Portal for IP Office) for voice and voicemail call control, presence, IM, audio conference control and UM. Scotto commented, Release 5 focused on simplicity. Release 6.0 focuses on the user experience, with the goal of bringing the benefits of UC to even the very smallest segment of the business market. UC offers improved communications, reduced human latency and response time, enhanced productivity and a lot of other benefits, all of which are just as important to the smallest business as they are to the largest enterprise. It includes a soft bundle package (with Avaya DevConnect partners) specifically tailored for the hospitality market, along with a partner sales toolkit including customizable collateral material, case studies, DevConnect Partner recommendations and application notes. Scotto promised that future releases will spotlight a new vertical and include a full complement of marketing materials and support mechanisms. %
For more visit avaya.com/small.

Telecom Reseller: Extra Report on Avaya

Second Quarter 2010

innovation corner
Vuesion: UC optimized for the SMB
uesion is a UC solutions suite developed by BBX Technologies of Richardson, Texas. Mok Bouaazzi, Executive Director, provided us with some background. The company was formed in 1996 as a telecom software consultancy but quickly developed the concept of a software suite that would support extended states (what we now refer to as presence) and mobility. That was quite visionary in 1996, and they opened an engineering group and began to translate that vision into reality. Vuesion now comprises a suite of four modules designed to deliver UC capabilities to companies of 250 employees and below. Unified Messaging (UM) includes voicemail and auto-attendant and delivers voicemail and fax messages into the users email inbox. It enhances mobility with follow-me features, trusted numbers with fast voicemail access from cellular phones, and cascading message notification for multiple media. Presence and Mobility support visual indication of employee status, text chat, screen-pop and PC-based call control for answer, park, hold and transfer. Contact Center supports skills-based routing, database integration and screenpop, account and transaction priority, callback number queuing, flexible queue announcements and reporting package. Windows-based desktop client software with built-in wallboards displays real-time statistics (e.g. queue length and average hold-time) and alarming for agents and supervisors. Voice Recording supports all or specific calls, specific agents or on-demand recording. Vuesion is single server, SIP-enabled, and scales from single to multisite configuration. Bouaazzi explained, In a complex multisite scenario the core software resides on-premises at the primary site; remote sites interconnect via PC-based controllers. The Call Center module supports network routing not only in the form of followthe-sun but also look-ahead and look-back (i.e. load balancing). It supports business continuity through optional cold standby; hot standby failover/failback capability is under development. As BBX has strategic partnerships with Avaya (Gold DevConnect Partner), NEC (Univerge Business Partner) and Siemens, Vuesion is platform portable. It is compatible with Avaya IP Office Release 5 and currently undergoing final certification for

By Ray Horak, Technology Editor

Release 6. In an Avaya IP Office environment it has a sweet spot in the range of 20-50 agents, according to Bouaazzi, and BBX is working towards Aura certification. It also is compatible with the NEC Neax 2000 legacy system and Univerge SV8300,

and Siemens HiPath 3000. BBX is a channel-focused company, although a small percentage of sales are direct to national accounts. Channel partners typically provide first-level support for the approximately 2,000 installed

Vuesion (and predecessor OfficeVue) systems. They offer professional services including design, data entry, staging and training. All support is US-based. %
For more visit bbxtech.com.

BBX
TECHNOLOGIES

One server, Power Applications for Avaya IP Office

Vuesion

UC Multimedia Contact Center

Vuesion Unified Communications (UC) and Contact Center are ideal product suites used to streamline business communications, improve accuracy, boost speed to resolution, and enhance overall personnel productivity. The intelligent innovation of the Vuesion product suite is that these applications all run on the same platform. This yields tremendous value since it reduces the cost of purchase and maintenance, simplifies integration and reduces the complexity of administration. Every company strives to provide better service and better interaction with their customers. Whether it is a small work group, large enterprise, customer service, help desk or new business inquiries, most contact centers struggle to balance peak demand with available agents. Vuesion gives contact centers the visibility, features and reporting capabilities to enhance customer loyalty.

Vuesion Multimedia Contact Center

Highly scalable, robust contact center with skills based routing, delay announcements with opt-out and Callback Number Queuing, presence & wallboard software for all agents and supervisors.

Vuesion Voice Processing

IVR module for prompt based routing, account number routing, agents voice mail, auto attendant functions, delay announcements and functions requiring voice prompts and processing.

Vuesion CRM Integration

Increase speed to resolution by integrating the customers database with Vuesion for smart routing and call coordinated screen pop.

Vuesion UC & Presence

For receptionists and power users, UC delivers visibility, rich presence with IM, chat, mobility, follow-me features and desktop call control.

Vuesion Networking
Single and multiple sites are supported for centralized call reporting, routing and presence across the network.

Vuesion Call Logger/Recorder

Flexible call logger/recorder trunk side records all calls, specific groups or agents, scheduled or random recording with a management graphical user interface.

GET YOUR OWN DELIVERED FREE

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Vuesion Out dial

Automatic database out dial with contact center blending, appointment reminder and script based prompts with routing.

Vuesion Verticals
In addition to contact center & UC horizontal applications, Vuesion offers specific features for vertical markets in Health Care, Automotive, Real Estate, Assisted Living and Education.

www.bbxtech.com

800 930 4229 opt 2

products@bbxtech.com

Enhancing Customer Contact Experience

Softel offers comprehensive professional services for the application development, deployment, and optimization of multi-channel contact center solutions. please email moreinfo@softel.com, visit http://www.softel.com, or call 877-4SOFTEL

Announcing beta availability for

See us at Global Connect 2010 - Booth 637

VoI Pe cos yste ma m nag eme nt

PROGNOSIS Network Diagnostics

Visualize Correlate Diagnose
Multi-vendor VoIP ecosystems and network fabric Network performance with VoIP quality Network conditions afffecting VoIP quality

One solution - no boundaries

e: info.usa@prognosis.com t: (303) 390 8700 w: www.prognosis.com/ecosystem

2010 Integrated Research Limited. PROGNOSIS is a registered trademark of Integrated Research Limited. All other brand and product names are trademarks or registered trademarks of their respective companies.

Second Quarter 2010

10

Telecom Reseller: Extra Report on Avaya

taske
Taske Contact

case study
Zeacom and Tower

MOR E S Z EACOM NEW ON PAG E 20

aske Technology announced an update to its web-based contact center management software, Contact version 8.9. The release introduces enhancements for Avaya Communication Manager customers: Supports distributed web servers to better manage load. Technical enhancements manage large contact centers more efficiently. Configuration tool to allow importing of agents to create users more easily. Added more agent statistics to Desktop. Dockable dashboard view so users can see a concise set of statistics. Administrators can grant agents access to the web portal to view real-time status. ACD monitoring and historical call reporting. Contact is a management software application that is easy to use and its forecasting applications help centers improve call service levels. %

ower Life, a life, health and accident insurance company that specializes in providing large multiple-site employers with third-party administration services, has deployed Zeacom Communications Center (ZCC). In late 2007 executives realized they needed to replace the existing call center operation with tools which end users could employ more efficiently to manage customer relationships. Implementation of a comprehensive solution improved customer self-service options, achieved greater efficiency of customer service reps (CSRs), and enhanced reporting to support future changes in self-service options, pricing and client contact management. According to Vice President Ben Zachry, The new system has positive-

ly affected our entire organization, well beyond our Customer Service Department. Coordination, scheduling, follow-up and technical support have been excellent. CSRs have increased visibility on call queues. Call routing capabilities have ushered in a new sense of teamwork and service has improved. IVR capabilities have provided cost control while helping callers reduce time spent on the phone for inquiries that do not require a conversation with a representative. Efficiency has been streamlined through presence capabilities which enable CSRs to see if a colleague is on the phone, on a break, or available to take a call. Since implementation of the new system TL has reduced training time for being able to accept live customer calls by 50%. The deployment was complete over a single

weekend, which resulted in no downtime. CSRs can efficiently manage call queues across a variety of media phone, email, fax and web callback directly from their desktops. In addition, as Zeacom software resides on a single platform, it is able to seamlessly integrate with call center applications that may have been developed in-house. Zachry continued, Our customers have enjoyed many benefits from a greater ability to self-serve if they do not need to speak with a CSR through the option to utilize the call back feature if they happen to call during a heavy volume time. Callers are now routed to the CSR best-equipped to handle their specific question using skillsbased routing, and are always automatically reverted back to the last CSR with whom they spoke, if available. %
For more visit zeacom.com.

For more visit taske.com.

sip
Oaisys
aisys announced introduction of SIP trunk recording and speech analytics functionality for its Talkument voice documentation and Tracer interaction management solutions. The solutions now integrate directly with SIP trunks to record calls. This release includes capabilities to capture call data directly from the SIP trunk including outside party number, start time and duration. SIP trunk services have gained traction especially in larger enterprises, and can help deliver high-quality, scalable and reliable communications in a cost-effective manner, said Brian Spencer, president. The ability of Talkument and Tracer to directly record SIP trunks enables us to better support enterprise-class deployments and allows our customers to enjoy the cost-savings of SIP paired with business process optimization and revenue protection benefits. In addition to the SIP-related improvements contact centers can now export call recordings based on pre-defined rules using criteria such as call duration or agent ID into speech analytics technology to examine calls and identify issues needing resolution. Organizations can use the speech analytics product that best suits their individual needs to analyze recordings and isolate those calls containing terms or phrases with significance. We have been closely following the evolution of speech analytics in the marketplace and its potential as a complementary solution to our core call recording technology. We believe it has now sufficiently matured to be a useful, reliable and affordable option for our customers, said Spencer. %
For more visit oaisys.com.

GET YOUR OWN DELIVERED FREE

www.telecomreseller.com or call 888-833-3317

Come see us at booth #335 for a live demonstration

Telecom Reseller: Extra Report on Avaya

11

Second Quarter 2010

Foip update
Fax takes its place on the IP network

xcellent unified communications platforms such as Avaya Aura go beyond existing telephony and data communications networks to bring together voice, messaging, e-mail and voice-mail. In the drive to unify communications, however, the humble fax has been somewhat overlooked, despite its business-critical role for many major international organisations. This situation is changing now as organisations become more aware of the pivotal role that fax servers, such as Lanes Passport 4000, can play in fully integrating all aspects of the communications infrastructure and seamlessly exchanging documents throughout the business. Among other things, legacy back-office

systems can be linked in to allow production fax runs over IP networks and inbound faxes can be routed to appropriate workflows via various data capture technologies within the fax server. The fax server becomes the central document exchange hub in the enterprise; linking remote locations, integrating MFPs into the network and allowing the business to achieve compliance goals across the whole organisation. Organisations that have or are considering installing a VoIP platform such as Avayas Aura Communication Manager can leverage their investment and take advantage of the Fax over IP capabilities of Lanes Passport fax server. Benefits

include: Lower maintenance costs: Maintenance contract costs are greatly reduced as fax traffic enters the IP environment via a gateway rather than through the PBX. Lower operating costs: Integration of data, voice and fax communications over the IP network network allows support resources and personnel to be focused on the data network which reduces costs. Easier deployment and maintenance: In VoIP/FoIP environments the location of the IP fax server is independent of the PSTN network access point. The fax processing resources simply need access to a data network, LAN or WAN where the gateway resides.

NOVUS IS A plATINUm snom DISTRIbUTOR

Better disaster readiness: Fax server deployment can be reduced to one or two strategically located data centres so rapid response support is significantly reduced and the fax servers can be located in the most secure and stable environments. Least cost routing: Companies can route calls and faxes across their WAN so avoiding any long distance call charges and improve customer service by using local fax numbers in each country. Enhanced business productivity: Investment in FoIP solutions provides an opportunity to integrate communications and document management more fully into corporate workflows. Virtualisation: Software only FoIP solutions that are compliant with leading manufacturers of virtualisation software, such as Lanes Passport Fax Server, can co-exist in a virtualised environment so reducing energy costs and expensive data centre rack space. Lanes Passport 4000 Fax Server is Avaya compliant tested to work with Aura Communications Manager, System Manager, Session Manager, Servers and Media Gateway to deliver a fully integrated fax over IP solution. As an Avaya DevConnect Partner, Lane provides direct support to Avaya channel partners to ensure seamless integration of its Fax over IP systems. %
For further information about Lanes Fax over IP solutions and dealer support please visit us online at www. lanetelecom.com.

caLL center
Primas and Avaya

FEATURING THE NEW 8 SERIES

CONTACT NOVUS TODAY!

rimas, provider of contact center productivity tools and Gold DevConnect member,, announced that LinkScope Server is compliant with Avaya Aura Application Enablement Services. It includes screenpop and first-call resolution solutions to help companies utilize CTI data in real-time for business process improvement. The latest version provides an expanded suite of applications made possible by a database of CTI data. The real-time nature and flexibility provides users with greater control in integrating the benefits of CTI traffic into their applications, said Mike Mastro, President and CEO. This certification helps confirm the validity of our products and our commitment to extend the value and life of the Avaya platform. Companies like Primas are expanding the choices available to our customers, said Eric Rossman, vice president, developer relations. With a broad selection of standards-based solutions that are compliance-tested for interoperability, businesses can use communications strategically in their operations and make critical information readily available to both clients and employees. %

For more visit primas.net.

With stocking locations in 3 different time zones (Eastern, Central, Pacific), Novus is always close.
INFO@NOVUSLLC.COM WWW.NOVUSLLC.COM 866-331-1112 TOLL FREE

GET YOUR OWN DELIVERED FREE

www.telecomreseller.com or call 888-833-3317

In VoIP We
What is your rst association when you hear the word snom?

sophisticated VoIP phones 70%

Trust

E STE

snoms business class phones are compliant with Avayas IP Ofce 5.0

mobile communication 3% connections worldwide 5% German VoIP experts 22%

A current survey among our customers showed that rst and foremost we are known for our professionalism and the quality of our phones. This result tells us that we are on the right course. Thank you!

INTEGRATED APPLICATIONS FOR TRULY UNIFIED COMMUNICATIONS

Datapulse is a global provider of software applications and services that improve person to person communication throughout the enterprise. Our solutions are deployed by organizations across all industry sectors to improve customer service and communications efficiency. Datapulse can offer a number of solutions for Avaya and heritage Nortel customers, which include: Attendant operator console software Integrated, presence enabled contact directories Applications for IP phone screens SaaS call accounting solutions

WORKFORCE MANAGEMENT
Pipkins Inc., founded in 1983, is the leading supplier of workforce management software and services to the call center industry, providing sophisticated forecasting and scheduling technology. Its award-winning Vantage Point product enables managers to solve complicated operational issues in todays multi-faceted call center environment. Pipkins systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide.

DATAPULSE, INC.
Research Triangle Park 4819 Emperor Blvd., Durham NC 27703 + 1 800 657 1530 sales@datapulse.com www.datapulse.com

PIPKINS, INC.

16690 Swingley Ridge Road, Suite 150 Chesterfield, MO 63017 Phone: 800-469-6106 www.Pipkins.com

MOH and MESSAGING SOLUTIONS

Interalia is a global leader in message delivery systems with over 250,000 customers worldwide. We deliver the most reliable solutions available, proven in existing Avaya installations: music/messaging on hold; failover when primary voicemail/IVR is offline; ACD announcements; information lines; auto attendant; and, teleconferencing. Interalias solutions are easy for customers to set-up and configure themselves, scaleable and backed by our reputation for providing outstanding service. Maximize the level of service to your customers with Interalias effective, proven message delivery solutions.

AUDIO CONFERENCING

Tested & approved!

Europes leading manufacturer of conference phones presents the SIP-based Konftel 300IP that was recently awarded by TMC as Product of the Year. The Konftel 300 is the optimal solution for an analog connection but can also be used for cellular phones and USB for VoIP. Konftel provides you with sensational sound quality for every situation. Learn more at: www.konftel.com/avaya
E STE

INTERALIA INC.
Learn more about our certified solutions at www.interalia.com/Products/ipromoh2010. Cliff Nywening, OEM & Technology Partnership Manager cnywening@interalia.com 403.288.2706 x 111

Phone: 866 606-4728 E-mail: na@konftel.com

713-944-6200 avayatr@specorp.com
Copyright 2009 Spectrum Corporation. M122AE0109

Telecom Reseller: Extra Report on Avaya

15

Second Quarter 2010

compLiance
Avaya Compliant
ASC
ASC telecom, global provider of solutions to record, analyze and evaluate communications and Gold DevConnect member, announced that its EVOip and Marathon Evolution recording solutions are compliant with Avaya Aura Application Enablement and SIP Enablement Services 5.2. Guenther Mueller, Chairman and CEO of ASC, said, The certifications ensure that our clients will benefit from the full interoperability of our recording solutions for both traditional and IP infrastructures. In addition, Avayas standards-based platforms will help to incorporate new recording technologies easily and cost-effectively and uncover new possibilities for getting more out of communications infrastructure on an enterprise-wide basis. Companies like ASC are expanding the choices available to our customers, said Eric Rossman, vice president, Developer Relations, Avaya. With a broad selection of standards-based solutions that are compliance-tested for interoperability, businesses can use communications strategically in their operations and make critical information readily available to both clients and employees. % versations. It features wideband audio and a noise-canceling microphone to optimize audio quality, and a convenient USB cable that enables immediate use with any computer running one-X Communicator 5.2 and Aura Communication Manager 5.2. Because our UC audio solutions are compliant with Avaya, businesses deploying UC have the confidence of plug-andplay compatibility and the benefit of audio quality and call control functionality, said Elizabeth Bastiaanse Hamren, vice president of Product Marketing at Plantronics. The companies will continue to work closelyAvaya Ad V1.qxd 30/3/10 18:19 together to deliver solutions that Lane enable enterprises and contact centers to realize the real-time collaboration benefits of UC. %
For more visit plantronics.com.

Speakerbus, developer of voice technology products such as SIP turrets, IP hoot n holler systems and conferencing platforms and Gold DevConnect member, announced its i turret solution is compliant with Aura SIP Enablement Services 5.2 and Communications Manager 5.2. It helps businesses reduce backroom equipment footprint, shrinking costs, minimizing complexity and optimizing support Page 1 skills. Speakerbus technology offers clientside conferencing which removes capital

Speakerbus

expenditure and capacity loading on a PBX, with the added benefit of flexibility. John Young, CTO, said, This partnership continues to empower our customers, delivering a cost-effective IP trading solution. One of the companies benefiting is Arbuthnot Securities, specializing in investment banking. Matthew Froggatt, Group Head of IT Infrastructure, said, Utilising Speakerbus technology in our Avaya environment has allowed us to present our traders with the tools they require, wherever they are. The i turret has proved to be useful for delivering dealer capabilities over an IP infrastructure. %
For more visit speakerbus.com.

For more visit asctelecom.com.

Is There Something Missing From Your Unified Communications Solutions?

Plantronics

The Calisto 210 USB Handset is compliant with Avaya one-X Communicator 5.2 and Aura Communication Manager 5.2. By combining the strength of Plantronics audio devices with Avaya communication and user productivity software, the companies are delivering complete Unified Communications solutions that help companies improve business collaboration and reduce operating costs. In December 2009 the two companies extended their long-standing business and technology relationship to focus on new UC and contact center solutions. Plantronics portfolio of audio devices includes headsets and handsets that deliver plug-and-play connectivity and call control for solutions such as one-X Communicator and Agent. The handset helps businesses speed UC deployments by providing end users with a familiar device for PC-based voice con-

reLease 6.0
Avaya UC for SMEs
vaya IP Office 6.0, the companys flagship communications solution for SMEs, features new UC capabilities that deliver enhanced user experiences to employees in any location. These include collaboration tools using voice, instant messaging, presence and video to drive a more productive and flexible workforce. It is now easier and more affordable for businesses with less than 20 employees to install and use. This enables the smallest of companies to cost-effectively implement the communications and customer service functions of larger systems. With IP Office 6.0 in place, small businesses dont have to sacrifice easy operation in order to get the enhanced communications features of large enterprises, said Anthony Bartolo, general manager, Small and Medium Enterprise Communications. The latest version provides SMEs with all of the next-generation collaboration tools necessary for competing more effectively.
See AVAYA UC, page 18

Avaya Aura Communications Manager is an outstanding unified communications platform but what if you have a customer that needs a fully integrated fax solution to work seamlessly with it? Lane works alongside and supports Avaya channel partners to deliver Passport 4000, a powerful Avayacompliant IP fax solution based on Dialogics proven connectivity technology. Fax over IP solutions from Lane allow users to leverage their investment in Avaya Aura Communications Manager to send and receive faxes using familiar desktop and back-office applications, to fully integrate

MFPs into their IP network and to virtualise their fax server. All this results in much lower costs, much greater productivity and very happy customers. To find out more about how Lane works with Avaya channel partners to complete the unified communications picture visit us online at www.lanetelecom.com or call our nearest office.

UK: +44 (0) 1256 301550 US: +1 (501) 227-6637 Asia/Pacific: +65 6353 0555 www.lanetelecom.com

Second Quarter 2010

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Telecom Reseller: Extra Report on Avaya

migration
By Jeff Rodman, Co-Founder and CTO Polycom

conFerencing
speakerphone (sometimes called the starfish), for example, came by building its performance on top of compliance with one of the most pervasive standards in existence, the PSTN interface. In this same way, to help ensure that the growing panoply of UC capabilities can continue to maximize the value of full compatibility, Avaya is part of the Polycom Open Collaborative Network, or POCN. The key tenet is to ensure that customers have the advantages provided by standards-based solutions, ones that are scalable, flexible, and able to run in mixed environments and across multiple networks. And because they are standardsbased, they also maximize the value of current investments. Avayas Aura platform is a prime example of the power and value that using industry standards can bring even as new abilities continue to blossom. By augmenting existing voice and video infrastructures, it takes advantage of the strengths already created by enterprises and builds on them to deliver enhanced security, capability, and
See MIGRATION, page 17

Standards: transforming legacy to asset Avaya and LifeSize

s we move toward unification of communications architectures, one of the big challenges that keeps recurring is how these new abilities can be smoothly integrated without having to tear out the old systems we have been investing in for years. Its often hard to resist the temptation to scrap everything and start over. This is true whether youre building a boat or writing a story, and the idea can seem no less alluring when you set forth to develop the next generation of communications. Trying to stay compatible with techniques that may have been created five or 10 years ago can sometimes seem more trouble than its worth. But the fact that those systems have been around for so long actually represents a compelling strength: being pervasive and stable, they embody a robust and reliable base of technology, and a powerful asset on which to build. Innovation within standards often brings some of the highest user benefits the power of Polycoms original SoundStation

vaya announced an agreement with LifeSize Communications, Platinum DevConnect member, to establish interoperability between the Aura UC platform and LifeSize HD video conferencing systems. The combined solutions will enable broad-scale deployment of HD video conferencing and centralized management and control capabilities. Using SIP-based Aura enterprises will be able to distribute video conferencing capabilities over multiple locations in businesses with multi-vendor environments. Employees will be able to collaborate with each other by video regardless of the communications system which serves their specific location. IT will enjoy low bandwidth utilization, streamlined management and lower costs by routing video over their internal network. As working environments become increasingly distributed, video communications provide ability to draw teams together and enable effective collaboration as part of a cohesive UC experience, said Alan Baratz, senior vice president and president,

Global Communications Solutions, Avaya. Our work with LifeSize and others will help make it easier and more cost-effective for companies to deploy video to employees at all levels of their organization. Organizations that want a choice of video anywhere will benefit from the resulting solution. LifeSize HD video can be easily deployed and is a cost-effective solution delivering quality for small or large group video conferencing. Companies will be able to more broadly extend access to video conferencing to those individual workers or teams, increasing productivity and benefiting from a low total cost of ownership. With Aura organizations can realize network savings and increased control by combining audio and video onto a single network and establishing network-aware bandwidth management policies to control usage and deliver a quality user-experience. According to the 2010 Frost and Sullivan World Videoconferencing Endpoints Market Report, total revenues
See CONFERENCING, page 17

Pure SIP attendant console for Avaya Aura

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Telecommunication software inc., with nearly 5 years experience in the sales of SIP Console Directory for the Avaya Aura. Telecommunication software inc. and the

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Does the recent change in Avaya brand headsets have you puzzled? Fontel & Jabra have the right pieces to complete your telephony solutions puzzle!
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Telecom Reseller: Extra Report on Avaya

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Second Quarter 2010

MIGRATION
Continued from page 16

CONFERENCING
Continued from page 16

Jabra Pro 9470

hearing protection with Jabra SafeTone ? to 490 feet of wireless range Up ? Minimal energy-consumption with Jabra Intellipower ? Superior comfort with 3 wearing styles ? to 10 hours of talk time Up

efficiency with less cost and reduced complexity. By doing this without requiring extensive replacement, the result is one that benefits users, IT organizations, and even finance departments. Aura shows how adherence to proven standards can provide Avaya and Nortel users with investment protection while still accelerating innovation and versatility. And because POCN strategy focuses on interoperable solutions, it protects customers from being locked into the constraints and pricing of closed single-vendor architectures. %
For more visit avaya.com.

for the worldwide videoconferencing endpoints market reached an estimated $1.25 billion in 2009. As video gets increasingly incorporated into larger enterprise communications suites, it is largely shifting from a point solution to integrated collaboration, said Roopam Jain, principal analyst. Moreover, mass adoption of video will largely happen through integrated applications and UC solutions. %
For more visit avaya.com.

911 ETC
Continued from page 5

GN Biz 620

GN9330e USB

Link 220 & 280

GN2000 IP NC

GN9350e

800-238-0787 www.fontel.com

Additionally, E911 was implemented recently for their mobile IP users, who log into a web portal and enter their location. For customers with remote branch offices, an IP-based routing solution bypasses traditional PS/ALI and can route 911 calls to 99% of PSAPs in the United States. This prevented RGTS from having to set up and purchase PS/ALI in every single state, which would have been extremely costly. It also meant they did not have to purchase local trunks in the areas where their customer branch offices were located while still being able to deliver the 911 call to the proper PSAP. %
For more visit 911etc.com.

Extra Report on Avaya

Telecom Reseller TM
www.avayaextra.com Or change address, unsubscribe Call 800 667-8965 Fax 360 260-9726 Web www.avayaextra.com Email publisher@usernews.com Call 360 260-9708 Toll Free 800 667-8965 Fax 360 260-9726 Web www.telecomreseller.com/avayaextra Email publisher@usernews.com

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Second Quarter 2010

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Telecom Reseller: Extra Report on Avaya

partners
NACR and Global Connect
NACR (North American Communications Resource) will be a major sponsor of Global Connect 2010, the first conference to bring together three of the industrys largest user communities in an international event. It will be held April 18-22 at the Denver Convention Center. A seven-time Avaya BusinessPartner of the Year, NACR is a provider of end-to-end communications solutions including VoIP, convergence, mobility, collaboration, unified messaging and contact centers. They also offer consultative and technical support including network readiness, design, implementation, testing services, remote diagnostics and resolution, maintenance, refurbishment and repairs. Global Connect 2010 will host more than 4,000 Avaya and Nortel customers including members of the InAAU and INNUA user groups and Insight 100, a forum of users with SL-100/CS 2100 solutions. Attendees will have the opportunity to network with Avaya executives, BusinessPartners, solution specialists and other communications and IT industry experts. The conference will also feature more than 75 exhibitors and 200 breakout sessions. According to Tom Roles, President and CEO, User conferences provide a great opportunity to meet with customers and demonstrate some of the added value we bring to their communications solutions. As a Platinum sponsor NACR will have a spacious exhibit area and offer giveaways to registered attendees who visit their booth. They will also be a featured presenter offering sessions on Speech Analytics in the Mainstream, Social Media and the Contact Center, and Voice Quality Monitoring Tools and Capabilities. %
For more visit inaau.org.

AVAYA UC
Continued from page 15

one-X Portal for IP Office lets users manage communications from a business or home office or on the road via a web browser-based interface, using a VPN and PC/phone combination. The new release adds fully-integrated instant messaging with embedded voice calling and presence, increasing the speed and responsiveness of inter-office communications among coworkers. The audio conferencing feature, which allows up to 64 parties on a single call, now provides the ability to view, add, drop and mute attendees, as well as record conference calls. Version 6.0 also introduces video collaboration through a new softphone application. This offers voice control features via a virtual phone on a PC or laptop, supporting point-to-point video communications when visuals are required. Other improvements include doubling support capacity in a multisite network to 1,000 users. This enables SMEs in a WAN to extend the benefits of communications such as extension dialing and conferencing to everyone across a business. To keep essential communications running during an outage, IP Office enhances continuity beyond telephony operation to include voice messaging and auto-attendant. Now the smallest businesses can gain access to capabilities that were previously only available to larger companies, said Tom Roles, president, NACR, an Avaya business partner. With IP Office 6.0 the savings in money and time are greater. For example, a price reduction in voicemail combined with the new combination card can make a difference for companies with less than 20 employees. We estimate that the programming, setup and training time provided to this segment can now be cut to half a day. This makes it much easier for business partners to deploy. %
For more visit avaya.com.

Telecom Reseller: Extra Report on Avaya

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Second Quarter 2010

partners
Orange business services
range Business Services, an EMEA-based global provider, has completed Avayas Global Remote Operations assessment. This means multinational companies can rely on them for global ITIL-based Day-2 support for the complete line of Avaya products including IP telephony, contact center and unified communications. They are a Global Avaya partner and have achieved Platinum status in EMEA and India and Gold in North America, Latin America and Asia Pacific, and can design and deploy Avaya-based solutions in over 190 countries. The Global Operations Support assessment ensures that the necessary infrastructure, process and systems are in place to provide effective implementation and support services to customers. The certification benefits customers because it means they can look to Orange as a single source for maintenance and operations of their Avaya infrastructure. This provides cost savings, streamlines operational support and ensures a consistent global deployment. Karl Heinzelmann, senior vice president, Consulting and Solutions Integration, said, We are pleased that Avaya has given us this certification. It shows that our customers can have confidence trusting their global Avaya deployments to us. In a fast-moving global business environment, more and more companies are looking to standardize their infrastructure to get benefits like cost reduction and

diagnositics
faster deployment of new capabilities, said Mark Mitchell, head of service providers EMEA, Avaya. With this certification Orange has proven its ability to manage Avaya products globally and help customers achieve their business objectives. %
For more visit orange.com.

Prognosis

Merrill

errill & Associates, a Platinum Avaya Partner and Solutions Provider, announced they have become an authorized Nortel Partner. Andy Sherman, Director of Sales & Marketing, said, It is important for us to be able to serve the existing Nortel base of customers now that they are a part of the Avaya mix. We see this as an exciting addition to our portfolio and a critical part of our business strategy. Merrill will be able to design, sell, and implement the former Nortel product line including IP telephony, contact center, and the full suite of data products. In addition, Merrill will also be able to support legacy Nortel clients with their day-to-day needs including on-going maintenance and services. Merrill has strategic partnerships with Cisco, Extreme Networks, Juniper Networks, NetIQ, Polycom and Tandberg. They deliver scalable, cost-effective solutions tailored to a customers communications needs. They provide design, implementation, testing, maintenance and technical support. %

For more visit merrill.biz.

hen a providers VoIP service depends on data networks they may not be responsible for, its vital to be able to identify conditions in real-time that affect performance, and also valuable to predict the effect of changes in the future. With integration in mind, Prognosis recently announced incorporation of network diagnostics and VoIP management through a single interface, enabling providers to seamlessly follow VoIP performance into the IP network. The root cause of a problem is apparent to all stakeholders across multiple-vendor platforms, and providers and customers receive custom alerts and understand the impact on service delivery. For service level reporting and billing purposes providers know the total number of devices, links and average performance for a customer, site or customizable entity such as a trunk group. Providers can gain a complete view of all sites using a single instance of diagnostics residing outside the managed networks. It manages overlapping IP addresses and allows the networks to be grouped and analyzed as peers. They have a complete view of all customers and sites, and can group or ungroup, expand and collapse the network map and correlate VoIP performance information. Correlation of network performance with call and voice quality is available for reviewing performance as well as troubleshooting current or past issues. This is particularly true if service levels are not being met, necessitating deep analysis and corre-

lation of network performance with call and voice quality. This is where Prognosis users benefit from the network map snapshot and replay features which provide insight into how changed network conditions have affected call and voice quality over time. The network map replay feature identifies the origin of the problem and shows how it has progressed or changed within the system. This lets the MSP see how all the components are working and whether or not they can deliver required service levels. An historical view of the data network also helps with capacity planning and future-proofing. What happens if the provider cant obtain information from the VoIP infrastructure? If automatic discovery of network devices is blocked by a firewall, IP addresses can be manually seeded and will initiate discovery around them. Filtering is a key part of the value of diagnostics, so only the network segment of interest is monitored and can be filtered by IP address, device type and vendor. The network map can be filtered to show the fabric between a list of IP endpoints. This information is then available in custom displays with drilldown details to help pinpoint the factors that have impaired voice quality. Network device information can be populated from multiple sources and used in the same way as VoIP management data, collected into a database for trend analysis and capacity planning and used for thresholding, alerting, and correlation with call and voice quality in real-time and historically. %
For more visit prognosis.com.

Office Wireless

Bluetooth

Corded Headsets

USB Phones

Experience

the Avaya Advantage from Plantronics.

Learn more about the headset that matches your work style. Visit us at booth #539 866-493-6880 plantronics.com/avaya/uc

Second Quarter 2010

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Telecom Reseller: Extra Report on Avaya

perspective and opinion

Now that the dust has settledAvaya, Nortel-Softel
By Nancy Jamison, Jamison Consulting

ast fall I wrote an editorial piece on how Softel Communications has been a trusted partner of many companies including Nortel and Avaya, providing full life-cycle professional services and systems integration for IP telephony, unified communications and contact centers. With over eight years of experience as a partner of Avaya and fifteen with Nortel, it can be argued they are in the top tier when it comes to having systems integration experience with the combined company. Back in the fall we didnt know what would happen with the product lines of the new Avaya, but now that the dust has settled customers now know a lot more to expect as the combined companys product roadmap was unveiled. For example, IP Office will replace Nortels Partner product. Nortels Contact Center 7 will replace Avayas Contact Center Express. Avaya is also adopting Nortels entire NES data portfolio. Aura, Avayas core communication platform for UC and the contact center, will be the flagship product. There are other nuances of the roadmap that will evolve, but that is a glimpse of what will happen product-wise going forward. What does this mean for customers? All discontinued products will go through Avayas end-of-sale process, which means they will be sold and supported for a finite period of time. Customers then have the option of keeping what they have or migrating to the inevitable converged products. In the interim there are a lot of choices to make. Now that the roadmap has been established, once again Softel has a lot to offer. Their systems integration expertise equates to being able to successfully integrate legacy and new products from both companies as well as add value-added products of their own. They have significant experience with

helping customers with SIP-based solutions as well including Aura, and also developed tools to ease the integration between these different platforms and applications. For example, the company has developed a VoiceXML tool that easily converts legacy Nortel (Periphonics) VoiceXML IVR applications to the Avaya platform. If as an Avaya or legacy Nortel customer you want to get the most out of your existing communications infrastructure and the most business benefit out of upgrades and enhancements in a combined environment, it is worth checking into forming a partnership with an Avaya partner such as Softel who can guide you through the process,and partner with you for the long term. %

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See Engage Contact Center Suite in the TelStrat booth at:

inaau
Zeacom showcases UC and contact center functionality

Global Connect 2010 Booth #907 April 18-21, 2010 Denver, CO

o operate at optimal levels, contact centers need tools that enable them to monitor their processes in real time making changes on-the-fly when necessary. At InAAU 2010 in Denver, Unified Communications and Contact Center software provider, Zeacom, demonstrated how its unique solutions address this need, and more. A Gold-level member in the Avaya DevConnect Program, Zeacom delivers an integrated solution that monitors contact centers in real time and delivers intelligent call routing. Zeacom Communications Center (ZCC) offers businesses the tools they need to manage information, improve customer service and boost staff productivity. With sophisticated computer telephony integration (CTI) based routing features, ZCC dynamically reacts to caller demands and organizes incoming calls based on user-defined parameters. For example, whether customers submit requests over the telephone, email, fax or the Internet, ZCC queues them all and empowers contact center agents to answer each query efficiently and cost-effectively. ZCCs Multimedia Queuing and interaction modules are fully integrated into a comprehensive reporting package, giving contact center managers a complete picture of agent and call activity across all contact
See InAAU, page 22
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4/7/2010 9:56:52 AM

Telecom Reseller Extra Report on Avaya

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Second Quarter 2010

uc massaging
CRI application center: The next big step
By Ray Horak, Technology Editor

ommunications Resources Inc. (CRI) is a pedigreed messaging systems integrator, having become an Octel VAR in 1990. As Octel later merged into Lucent, which subsequently spun off the end user PBX and messaging business as Avaya, CRI maintained the relationship and in 1997 deployed the first Avaya Unified Messaging solution. CRI is now a long-standing Avaya Gold Level DevConnect Member. CRI leveraged its nearly 20 years of technical expertise to build on Avayas Communication Manager UC platform, developing a unique virtualized, singleserver solution for Unified Communications (UC) that it dubbed CRI IS-UC (Integrated Server-Unified Communications). (Note: We reported on that in quite some detail at the time.) Paul Leatherman, CRI CTO, explained that The IS-UC appliance-like solution began as a proof-of-concept effort designed to simplify Avaya Communication Manager 5.0, but quickly morphed into a commercial product. IS-UC yielded a 4:1 reduction in server sprawl, with all the associated savings in physical footprint, power, capex, maintenance and so on. The benefits were undeniable but, once our clients got a toe in the water, so to speak, they began to express interest in a scaled-up, data-center grade solution. CRI Application Center is our answer. It is a unique answer, but we think of it as the next big step in a natural evolutionary path. CRI Application Center is a highly redundant, fault tolerant solution employing

multiple servers that, in a data center environment, can be racked and stacked to conserve physical space. The processors share a Storage Area Network (SAN), which full failover and failback among mirrored servers with mirrored licenses, with no requirement for third-party software. Leatherman noted that The yield is extreme fault tolerance, which is essential in a communications-intenvise enterprise application scenario where even one dropped call or one minute of downtime is unacceptable. The corollary is considerable cost savings with no performance compromises, and any company of any size can fully appreciate that combination. Leatherman went on to say that CRIs experience as a systems integrator led it to the natural conclusion that customization should be kept to a minimum; therefore, Application Center is standard and off-the-shelf to the maximum extent possible. The servers are industry standard Dell hardware, and Avaya Media Exchange runs in a standard VMWare environment. CRI stages the platform on its premises, applying the applications licenses and configuring Application Center according to customer specifications, yielding a quick and easy turnkey solution. In addition to being an Avaya Gold Level DevConnect Member, CRI also is a Microsoft Solution Provider, IBM Business Partner, VMware Partner and Dell OEM Partner. CRI is a channel-oriented systems integrator. Once the consulting relationship is struck, CRI works directly with the end user organization, but always keeps the channel partner advised and engaged. %
For more visit crinj.com

Second Quarter 2010

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Telecom Reseller: Extra Report on Avaya

heLp desk
By Lyhn Haller, Unified TelData, C.E.O.

InAAU
What is Avaya Presence?
In the truly intelligent presence world, information about a person is aggregated from a multitude of devices and applications and then composed to provide a robust, dynamic view of not only the individuals availability, but potentially even location, working status or preferred mode of communication. And, that information is consumable not only by other individuals but by business applications that may be trying to reach a person to engage them in a critical business situation. Register now to be notified of product updates and to be kept up to date with the latest news.
Continued from page 19

lients with 96xx series sets ask: how can they get feature keys to appear on the first page of the sets? The 46xxsettings.txt file needs to be altered. See below: You can set this in the settings file that the phone downloads on its boot up sequence. The setting will need to be uncommented and set to 1.
## Enable/disable Feature Button on Phone ## When FBONCASCREEN is set to 1 Feature Button are also ## displayed on Call Appearance filtered screen. ## Default = 0. ## Note: This feature is available on H.323 release 3.0 for 96xx. ## SET FBONCASCREEN 0

How many phones can I monitor with PROGNOSIS VoIP Monitor?

Every Avaya customer can use PROGNOSIS to monitor up to 250 Avaya IP phones.

How do I purchase more licenses?

What is the difference between PROGNOSIS VoIP Monitor and Avaya VMM?

PROGNOSIS VoIP Monitor licenses are available for purchase from certified resellers.

What is Avaya one-X Mobile?

Avaya one-X Mobile enhances your remote call forward to cell phone, Avaya IP Office Mobile Twinning and Avaya Communication Manager Extension to Cellular by providing an interface on your compliant cell phone that gives users a graphical interface to use the features from the existing phone system. For example, one-X users can use system dial tone to turn on/off features as well as access outside lines from the system. This allows better tracking and more flexibility in your wireless device.

PROGNOSIS VoIP Monitor is a voice quality monitoring solution for Avaya IP telephony environments which replaces Avaya VMM. PROGNOSIS includes all the features of Avaya VMM and adds new functionality including MOS calculation and network path information for every voice stream, scalability to the largest environments, and a browser-based interface to provide data to any screen.

How long does it take for a UPS battery to recharge?

How do I get PROGNOSIS VoIP Monitor?

On average it takes 10 times the discharge time for the UPS batteries to recover. (A 30-minute battery discharge requires about 300 minutes to recharge.) After each power outage, the recharge process begins immediately. It is important to note that the load is fully protected while the batteries are recharging. However, if the batteries are needed during the recharge time, the holdover time available will be less than it would have been if the batteries were fully charged.
For more visit utdi.com Contact Lyhn Haller at 415.977.7001|Fax 415.977.7201 | lhaller@utdi.com

From May 4, 2009, every Avaya Communication Manager PBX has included PROGNOSIS VoIP Monitor. PROGNOSIS is also available for download from http:// www.voicequality.com/.

mediums. In addition, The Rich Presence functionality in ZCC provides employees with a birds eye view of the whereabouts of their colleagues providing real-time information on staff availability, regardless of their location. One of Zeacom channel partners noted that, Zeacom has the most amazing multimedia queuing system on the market today. Our Avaya IP Office and Communications Manager sales have increased significantly due to our ability to now lead with Zeacoms complete UC solution in the midmarket space. ZCC solutions work with the following Avaya products: IP office An intelligent communications solution specially designed to meet the communications challenges facing small and mid-size businesses Communication manager An open, scalable, and highly reliable telephony solution that provides centralized call control for a resilient, distributed network of media gateways and a wide range of analog, digital and IP-based communication devices Application enablement Services (AeS) An enhanced set of Application Programming Interfaces (APIs), protocols and web services for application developers, ISVs and system integrators providing a new, open platform that supports existing applications and next generation applications and solutions. %
Visit Zeacom at Booth #201 at InAAU 2010.

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Big Time.

Everything happens in real time.

Why should your contact center be any different? TASKE Real-time provides invaluable up-to-the-second views of your contact center giving you insight into unforeseen issues before they become unmanageable situations. Welcome to the big time, with TASKE Real-time. Take your contact center to TASKE.

Immediate insight... Thats TASKE Real-time.

taske.com/bigtime