Upgrading: The Customer Value of Avaya Aura® Communication

Upgrading: The Customer
Value of Avaya Aura®
Manager 6.X
The Value of Upgrading
The New Capabilities of Avaya Aura 6.2 including
Communication Manager 6.2
The New Capabilities of Avaya Aura 6.1
including Communication Manager 6.0.1
New Capabilities of Avaya Aura 6.0 including
Communication Manager 6.0
Avaya Upgrade Advantage
Avaya is the global market leader in
enterprise communications
solutions, achieving #1 market share
in Unified Communications1, Contact
Centers2, Interactive Voice
Response3 , Messaging4, Audio
Conferencing5, and Fixed Mobile
Convergence 6. This is echoed by
Gartner, who position Avaya as a
leader in their Unified
Communications, Corporate
Telephony and Contact Center Magic
Quadrants7. Avaya’s “people first”
approach means individuals, not
technology, define the collaboration
experience. Our singular focus on
creating the most collaborative,
barrier-free business environments
helps our customers drive faster
business results.
Avaya Aura® is the key enabling
architecture that creates this barrierfree business environment and is the
flagship communications solution for
next generation, people-centric
collaboration. Avaya Aura is based
on a revolutionary Session Initiation
Protocol (SIP) architecture that
makes it possible to unify media,
networks, devices, applications and
presence across a common
| avaya.com
Avaya Aura® Communication
Manager is a fundamental
component of this architecture and
is the open, highly-reliable and
extensible IP Telephony foundation
on which Avaya delivers Unified
Communications solutions and
collaborative applications to
enterprises around the globe.
Communication Manager offers rich
voice and video capabilities and
provides a resilient, distributed
network of gateways and analog,
digital and IP-based communication
devices. In addition, it boasts robust
communications features, high
reliability and scalability, and multiprotocol support. It includes
advanced mobility features, built-in
conference calling and contact
center applications, and E911
capabilities. Communication
Manager effectively scales from
fewer than 100 users to as many as
36,000 users on a single system and
to over one million users on a single
There is no better testament to
Avaya’s capabilities than a review of
our customers who include:
• The Global Top 10 Hotel Groups
• The Global Top 20 Airlines
• Every Fortune 100 Manufacturing
• 70% of the world’s largest Banks
• More than 5,500 Healthcare
• More than 5,000 Educational
• Over 16,000 Retail sites
• Government Agencies in over 25
Avaya’s focus on outcome-driven
innovation drives our customers’
business results by delivering
forward-thinking and highly relevant
Worldwide: Dell’Oro Group, Enterprise Telephony Report, 4Q10, February, 2011
Worldwide: Gartner, Inc, Market Share, Contact Centers Worldwide, 2010, D. Kraus, April, 2011
Worldwide: Canalys, Worldwide Contact Centre Market and Forecasts, August, 2010
Worldwide, U.S., Canada, APAC, CALA: T3i Group, InfoTrack for Converged Applications,
Full Year 2010,
Worldwide: MZA, Ltd., The Unified Communications Applications Market, World Edition,
June, 2010
Worldwide: Frost & Sullivan, World Enterprise Premises-Based FMC So “Watchlist: Continuing
Gartner, Inc., Magic Quadrant for Unified Communications, B. Elliot, S. Blood, July 28, 2010. Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, Drew Kraus et al, February, 2010. Gartner, Inc., Magic Quadrant for Corporate Telephony,
S. Blood, J. Lassman, G. Johnson, August 3, 2010.
collaboration solutions that support
competitive agility, better decisions
and faster business results. The
innovations created in the latest
releases of Communication Manager
typify this outcome-driven
innovation and are the subject of this
The Value of Upgrading
Because they are highly satisfied
with features and functionality of
their existing Avaya solutions, some
companies fail to take advantage of
benefits enabled by the latest
releases of Communication Manager
software, such as the opportunity to
create new business value from
existing investments.
Release 6.0, 6.0.1 and 6.2 provide
new customer-requested
enhancements and significantly
grow the scale and flexibility of
Communication Manager. While
many new capabilities have been
added in these releases, businesses
often find that a single new feature
or application can deliver the results
required to support their business
case for the upgrade investment.
In a business climate characterized
by globalization, volatile markets and
distributed workforces, collaboration
has become an increasingly critical
element of competitive success and
one of the most important benefits
of upgrading. Although automation
can streamline repeatable and
predictable business processes, by
2015, 40 percent of many
organizations’ work will be “nonroutine,” up from 25 percent in 2010.
Non-routine work requires more
collaboration as knowledge workers
(internal employees, external
partners, customers) work together
to bring new products and services
to market and to solve challenges
that arise along the way8 .
Additionally, an increasingly
scattered and mobile workforce is
driving enterprises to seek more
efficient ways for their mobile
workers to share information and
make better, real-time decisions.
Ninety percent of employees already
spend at least some time working
off-site9 and their numbers are
expected to reach 1.2 billion by 2013
— a figure representing one-third of
the world’s workforce.10
These realities have permeated the
business world and enterprise
leaders are excited about the
potential benefits of collaboration
technologies. Research10 shows that:
• More than 80 percent of
executives believe enterprise wide
collaboration is key to success.
• Thirty percent feel that
communications and collaboration
tools have made it easier to work
with others over the past five
This is where Avaya can help. By
including Avaya Aura® Session
Manager in their upgrade to
Communication Manager 6.X,
customers can create a core
environment that simplifies and
expands their opportunity to
leverage collaborative applications.
Session Manager provides a SIPbased core communication
architecture that builds on a
customer’s existing equipment and
applications. In addition to
connecting gateways, service
providers, SIP-enabled adjuncts, and
SIP and non-SIP telephones, Session
Manager connects Avaya Aura
Communication Manager as a
SIP-only feature server or SIP and
non-SIP (Evolution) server. It can
also connect to 3rd party PBXs and
small key PBX systems within branch
• Seventy-five percent of companies
plan to increase the use of
communications and collaboration
tools in the next 12 months.
Specifically, Session Manager:
Video, in particular, has emerged as
a key enabling collaborative
technology. According to an
Aberdeen Group study published in
March 2011, “in the past two years,
video-conferencing and video-driven
collaboration have quickly
transformed from niche and
specialized applications to
mainstream tools used throughout
the enterprise.” 11
• Integrates with third-party
equipment and endpoints
Yet challenges remain. The
complexity of today’s heterogeneous
IT environments and networks can
hinder timely, cost-effective
implementation of collaboration
tools and applications that are
designed to improve productivity,
“Watchlist: Continuing Changes in the Nature of Work, 2010-2020,” Gartner, August 2010, http://www.gartner.com/it/page.jsp?id=1416513
“How We Work: Communications Trends of Business Professionals,” Plantronics, June 2010.
“Global Survey of Collaboration in the Enterprise,” Kelton Research on behalf of Avanade, February 2010.
From Niche to Mainstream: The Evolution of Video Collaboration. Aberdeen Group, March 2011.
cut costs, and streamline business
• Normalizes disparate networks
and routes SIP sessions across the
• Offers centralized management,
including user profiles, through
System Manager
• Supports SIP survivable branches
• Enables 3rd party E911 emergency
call service for up to 100,000
• Supports direct SIP connectivity
with Presence Services and makes
Avaya one-X® Communicator,
Avaya Flare® Experience, and
9600-series phones presence
enabled devices.
• Serves as the master control point
for Avaya and Polycom video
avaya.com | 3
• Provides the ability (in conjunction
with Communication Manager and
Avaya SIP endpoints) to search
contacts in the enterprise-wide
user database for calling, instant
messaging, and presence.
• Maintains common user profiles
for each user than can be
accessed anywhere in the
enterprise. Users moving to SIPbased devices retain their
applications and phone number as
they travel and reconnect their
devices anywhere on the
enterprise network.
From an applications perspective
Session Manager enables
enterprises to add the following
benefits specific to their existing
collaborative applications:
• Load balancing – Session Manager
can balance the call load across
multi-server applications like Voice
Portal and Modular Messaging to
provide highly scalable, flexible,
extensible solutions that can
remain optimized by adding
servers to accommodate
increased capacity requirements.
• Fault tolerance – Session Manager
can route calls around a failed
server. For example, in the event
of a Modular Messaging server
failure, Session Manager will route
the next request for voicemail
service to the surviving servers,
placing the failed server back in
service automatically when it is
replaced or heals.
• Authentication – Session Manager
authenticates users before
allowing them to access
applications. By forcing users to
present their credentials to the
Session Manager core, Session
Manager protects individual
applications and simplifies access
for authorized users.
• Security – Session Manager
- additional security to applications by preventing direct user access
| avaya.com
- denial of service protection to applications
deep packet inspection and a SIP firewall to isolate applications from threats by malicious users and devices
• Call Admission Control – Session
Manager enables administrators to
prevent applications and users
from requesting and using
excessive bandwidth, particularly
when connecting to branches,
campuses, and worldwide
• Video and Voice Convergence –
Session Manager can monitor and
control the resources required by
voice and video calls so that they
remain optimized for business
requirements while allowing them
to share a common network.
• Network Fault Avoidance –
Session Manager routes both
Video and Voice communications
around faulty network
components and links to create
resiliency and maximize up time.
• Cost Avoidance – Session Manger
routes access to applications like
voicemail and conferencing to
utilize the customer network and
avoid toll charges.
• Monitoring – Session Manager
gives the IT organization tight
control over the use of
applications by providing real time
data on resource utilization and
alarms when resources are in high
demand. It also provides historical
data so that network resources
can be monitored and optimized
based on business requirements.
• Trouble Shooting – Session
Manager provides centralized
tools that monitor and report on:
- message traffic and contents
network bottlenecks (as illustrated in ladder diagrams) to show how multiple applications are collaborating
- faulty applications
- application quality issues like voice and video artifacts or noise
Ensuring that Avaya’s collaborative
applications become an integrated
part of the customer’s overall
communications solution, these
capabilities differentiate Avaya from
competitors who can, for example,
provide video solutions but must
implement such applications as
stand-alone adjuncts to a customer’s
network instead of the integrated
extensions of existing investments
that Avaya provides.
In addition to benefits associated
with collaborative applications,
Session Manager can provide the
following immediate cost savings in
an enterprise network:
• Centralized routing and dial plan
management across Avaya and
3rd party PBXs
• Policy-based routing
• Tail end hop off (TEHO)
• Centralized SIP trunking
• Support for Centralized
• Support for Sequenced
Finally, customers should note that
an upgrade of Communication
Manager also includes entitlement to
the latest versions of Avaya Aura®
Presence Services and Avaya Aura®
System Manager. Presence Services
6.1 includes integration with
Microsoft OCS and IBM Lotus
Sametime and System Manager
continues to expand its capabilities
including improved navigation,
security and scalability to support
very large enterprise networks.
The New Capabilities
of Avaya Aura 6.2
Manager 6.2
Avaya Aura® Communication
Manager 6.2
Cisco Endpoint Support
Customers can now use their existing
Cisco endpoints with the 6.2 release
of Session Manager and
Communication Manager. No special
administration for Cisco phones is
required as Session Manager detects
the Cisco phones and applies the
adaptations automatically.
New SIP Endpoint Features
Avaya Aura 6.2 includes the addition
of a number of features on SIP
handsets that are currently available
on the H.323 Handsets. These
include Enhanced Call Forwarding,
Enhanced Call Pickup Alerting, Team
Button, Group Paging, and
Automatic Dial Button Programming.
SIP Capacity Increases
Avaya Aura Communication Manager
6.2 deployed as a Feature Server can
now support up to 36,000 SIP
Endpoints and up to 24,000 SIP
Trunks. Please note – configurations
that approach maximum capacities
should always be engineered with
the assistance of Avaya Engineering
and that these capacities are not
generally applicable to Call Center
Advanced Trunking Flexibility and
Communication Manager now
provides complete DMTF
transparency. This capability is
critical for solutions that extend
different media types, such as SIP
and H.323, across multiple
applications in the course of one call.
This helps ensure a reliable Dual-tone
multi-frequency signaling (DTMF)
functionality for applications such as
Avaya Modular Messaging, Meeting
Exchange, Voice Portal or other
customer provided trunk
Avaya Aura Contact Center Call
Information Enhancements
Communication Manager in support
of Avaya Aura Contact Center
(AACC) will provide more context for
the state of the call via SIP. Call
states such as Hold, Transfer or
Conference will be provided to
AACC enhancing its capabilities for
call routing.
Avaya Aura® Session Manager
Unscreened Automatic number
identification (ANI)
Avaya Aura Session Manager will
allow any enterprise user to make
outgoing calls using any SIP service
provider; even if the call is originated
from a Direct inward dialing (DID)
not provided by the service provider.
This capability allows users to
maximize the utilization of their
trunks when using more than one
service provider.
Multiple Emergency Numbers
Session Manager 6.2 allows up to 10
emergency numbers to be
administered per location. This
allows compatibility with countries
with more than one emergency
number and the integration of the
Euro-wide 112 number to be
employed along with specific
country numbers, and provides
adaptation for local regulations.
Advanced Session Initiation
Protocol (SIP) Application
Session Manager now supports
sequenced application filtering
based on media type. Applications
are sequenced based on the type of
media requested and any
combination of text, voice or video
can be selected for each application
in a sequence. Media application
sequencing greatly reduces the
message traffic needed for
sequencing (especially video and
text applications), and simplifies
application development.
H.323 and SIP DTMF Interoperability
Some H.323 (which defines the
protocols to provide audio-visual
communication sessions on any
packet network) and SIP gateways
use the non standard “SIP INFO”
method to transmit DTMF digits to/
from SIP networks. Avaya Aura 6.2
Communication Manager,
Experience Portal, Meeting
Exchange, Avaya Aura Conferencing,
and Avaya Aura Messaging now
support the use of the SIP INFO
method to allow H.323 network
equipment to use common
voicemail,Interactive Voice Response
(IVR), and end-end DTMF
SIP Connection Preservation
The Avaya Aura SIP solution in
release 6.2 can fully reconstruct
stable calls that involve SIP trunks or
SIP stations connected to endpoints
on H.248 media gateways when the
Avaya Communication Manager fails
over to an administered survivable
core or survivable remote or vice
versa. This matches the existing 6.0
capability for non-SIP endpoints.
Note that survivable SIP trunking is
not yet available on the Survivable
Remote configurations, but plans are
being developed for this feature to
be delivered in the near future.
SIP Call Preservation
SIP Call Preservation builds on the
connection preservation capability
to provide the fault tolerant behavior
coveted in critical network and
contact center environments. For
contact centers using Avaya
Experience Portal, Interactive
Customer Response (ICR), or
Communications Manager, calls
queued for an agent before a failure
avaya.com | 5
will remain queued and will be
offered to agents regardless of a
Session Manager or network failure.
Access to features like hold /
un-hold, transfer, and conference are
also supported. The Audiocodes
Mediant Gateway 3000 from Avaya,
Release 2.0, provides support for this
Call Preservation capability.
The New Capabilities of
Avaya Aura 6.1 including
Manager 6.0.1
Avaya Aura® Communication
Manager 6.0.1
• Call Detail Record (CDR) Time
Zone enhancements that expand
the records from Communication
Manager branches in different
locations to include local time
stamps. This permits easier
identification of national and
international prefixes on the CDR
• SIP Trunk Load Balancing
enhancements that allow optional
administration of multiple
signaling groups for a single trunk
group on a round-robin basis.
Depending on trunk set up, this
enables some customers to
connect directly to SIP
applications such as SIPintegrated Modular Messaging.
• New SIP Features include team
button, enhanced call forward,
and call pickup alerting.
• Support for passing SIP 3xx
Messages that permit SIP phones
to access more application
features in Meeting Exchange and
Presence Services both now and in
the near future.
• Attendant Camp-on Busy. When
an attendant extends calls to a
multi-appearance phone that is
busy on a call but has at least one
idle call appearance, the extended
call can be configured to always
| avaya.com
return to the attendant (if no one
answers) and the attendant recall
timer expires whether or not a
coverage path is administered.
• Where traditional synchronization
is not available, provides Clock
Synchronization over IP for G450
and G430 Branch Gateways.
• Deluxe paging support for branch
gateways enabling use of the
deluxe paging feature with analog
media modules (MM711 and
MM714) and port networks (TN747
and TN797).
Avaya Aura® Session Manager 6.1
• Converged Call Admission Control
allows the system administrator to
set bandwidth allocations between
voice and multimedia traffic with
an option for voice to pull
bandwidth from unused video
allocations when network
conditions require. Session
Manager can also automatically
“downspeed” video calls to the
bandwidth available, allowing
video calls to complete at lower
bandwidths. In such scenarios,
other less-capable systems might
block or force all existing video
and voice calls to degrade.
• SIP Scale and Performance.
Session Manager (and Avaya
Aura® System Manager) can
support up to 10 Session Managers
and 100,000 SIP users. Session
Manager core servers can process
up to 300,000 BHCC, an effective
doubling of performance over
Session Manager 5.2.1.
• SIP E911. SIP endpoints can report
their exact location (down to the
exact IP phone jack) for
emergency calling. Integration
with RedSky E911 Manager™
provides automatic updating of
the PSAP public database and the
ability to report detailed, desklevel locations for SIP terminals
even when SIP terminals or users
move locations without
administrator intervention.
• Adaptation Module Enhancements
support the use of multiple service
provider SIP trunking by allowing
programmable replacement of the
“From” and “To” headers with all
the Session Manager adaptation
modules to meet strict SIP entity
and service provider requirements.
This enables customers to
participate in alternate and least
cost routing between multiple
service providers, supporting the
goal of lower total cost of
ownership of the Avaya Aura core.
• Enhanced Avaya Communication
Server 1000 Integration that
allows the Session Manager SIP
Adaptation Module to support an
increased number of
Communication Server 1000
features that interoperate with
other SIP entities connected to the
Avaya Aura core. These include
basic call (incoming/outgoing),
hold and un-hold, calling and
called name and number display,
connected name and number
display including when redirected
to coverage, call forwarding, call
pickup, etc., centralized messaging
with Avaya Aura Messaging
including MWI, call forward (all,
don’t answer, busy), transfer, ad
hoc conferencing and many
• Session Manager can replace the
legacy Communication Server
1000 Network Routing Service
(NRS) capabilities of the SIP Proxy
Server (SPS) and the Network
Connect Server (NCS). A Routing
Data Conversion Tool (RDCT) is
provided to migrate NRSM
provisioning data into the Avaya
Aura System Manager and is
implemented as a web-based tool
for easy access.
• Session Manager Security
Certificates. Session Manager now
allows individual, unique,
customer-provided security
certificates for each Session
Manager. In addition, Session
Manager has moved to RHEL 5.5
with its increased security
Avaya Aura® System Manager 6.1
• System Manager 6.1 introduces the
use of tab based page layout to
many of the commonly used
interfaces providing logical
grouping of functions under tabs
so that they can be easily located.
In addition, administration
performance for Communication
Manager and Session Manager on
System Manager has been
increased and many operations
that used to take several seconds
are faster with visibly improved
response times.
• System Manager 6.1 can now
receive standard SNMPv2c and
SNMPv3 informs (traps).
• Bulk Export enhancements that
allow System Manager to export
Session Manager communication
profiles, enabling easy
administration of large systems
using ProVision and other tools.
• System Manager now supports
Bi-Directional LDAP Integration
with the following Lightweight
Directory Access Protocol (LDAP)
directories: Active Directory
2003/2008, OpenLDAP 2.4.21,
IBM Domino 7.0, Novell eDirectory
8.8, and SunOne Directory/Java
System Directory 6.3.
• System Manager enhancements
expand Communication Manager
endpoint operational and
troubleshooting functions to
include operational functions like
busyout station, release station,
and test station and
troubleshooting functions like list
trace station, list usage extension
and status station.
• System Manager 6.1 supports a
global search and replaces
capability. This enables
administrators to make button
assignment and station type
changes across multiple
Communication Managers.
• System Manager 6.1 enables the
management of additional
Communication Manager objects.
This includes, but not limited to,
the following:
- Abbreviated dialing
- Authorization codes
- Best Services Routing
- Call Center Elite Agent data
- Coverage remote
- Holiday Table
- Trunk group
- X-mobile configuration
New Capabilities of
Avaya Aura® 6.0
Manager 6.0
Avaya Aura® Communication
Manager 6.0
• Communication Manager can now
be configured as an Evolution
Server which allows it to support a
mixture of SIP and non-SIP
terminals (DCP, Analog, H.323).
This also allows Avaya Aura
Application Enablement Services
server connection and control of
both SIP and non-SIP terminals
and support for implicit
application sequencing.
• Communication Manager and
Session Manager are now available
in the Survivable remote
configurations – either Evolution
Server or Feature Server.
• Communication Manager 6.0 adds
a host of new capabilities to SIP
96XX and one-X® Communicator
endpoints: Call Pickup Alerting,
one-X® Portal SIP Integration,
one-X® Mobile SIP Integration,
internal calling party number
block, call park/un-park button,
SIP stations in hunt groups, thirdparty message waiting indication
and transfer to voicemail.
• The maximum number of SIP
trunks allowed on a single
Communication Manager has been
expanded from 7,000 to 24,000
for Communication Manager
where up to 12,000 trunks may be
in use simultaneously. In the
Feature Server configuration
24,000 trunks are configurable,
and 24,000 SIP trunks may also be
used simultaneously.
• Communication Manager 6.0
supports up to 18,000 IP
endpoints consisting of any mix of
H.323 or SIP stations. Up to
10,000 agents are supported in a
single instance of Communication
Manager as well.
• Support for IPv6.
• Communication Manager and
Session Manager support the IEEE
802.1AX link aggregation standard
for connecting to the L2 IP
network. Also referred to as “NIC
Bonding”, Link Aggregation allows
two physical Ethernet NICs on
Avaya Common Servers, and
Avaya S8800-series servers, to be
used for link redundancy to the
customer network.
• Communication Manager 6.0
supports use of the G.711 codec for
clarity and sharpness when
playing music on hold to internal
or external callers. Even though
normal connections may be
administered to use G.729 or other
lower quality codecs for
bandwidth resource conservation,
Communication Manager
automatically uses the clearer
G.711 codec when music is played
for callers on hold. Once hold is
released, Communication Manager
returns automatically to the lower
quality codec.
• Expanded capacity for paging
allows customers to administer up
to 127 paging group members. The
increase from 32 to 127 paging
group members has no impact on
call flow and call.
avaya.com | 7
Avaya Aura® Session Manager
• Session Manager and handsets
support RFC 5626 for multiple
simultaneous registrations and
branch survivability.
• Support for Secure Real Time
Transport Protocol (SRTP) which
allows customers to provide their
own Public Key Infrastructure
(PKI) certificates instead of using
the Avaya certificates for those
who want total internal control of
their security.
Avaya Aura® System Manager
• System Manager 6.0 simplifies
administration of user
communication address by
combining the two step input
process of System Manager 5.2
(e.g. type and sub type) into a
single input process. System
Manager 6.0 uses Communication
Address as the customer input and
will automatically set the type and
sub type based on the chosen
communication address.
About Avaya
Avaya is a global provider of
business collaboration and
communications solutions,
providing unified communications,
contact centers, data solutions
and related services to companies
of all sizes around the world. For
more information please visit
| avaya.com
reducing risk, lowering costs, and
eliminating the need to ask for
additional budget to upgrade your
Avaya Aura® continues to lead the
global market based on solution
innovations that drive hard dollar
returns to our customers. The
capabilities and benefits of Avaya
Aura 6.0. 6.0.1, and 6.2, including the
benefits of Session Manager, create
opportunities for existing customers
to add substantial new values to their
current investments.
To learn more about how Avaya Aura
can bring substantial benefits of
business collaboration to your
business, speak to an Avaya
representative or Avaya partner, or
conduct your own Return on
Investment (ROI) analysis using the
Avaya Product Calculator at:
Avaya Upgrade
To support customer requirements
to remain on the most current
releases of software, Avaya offers
Upgrade Advantage. Saving
businesses from 30-to-50% on major
communication software upgrades,
Upgrade Advantage is an
economical way to keep your
communications infrastructure up to
date. Available on a subscription
basis, you simply download the latest
software releases or opt to receive
them on disk. Protecting your
communications systems
investment, Upgrade Advantage
helps you remain competitive while
© 2011 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries.
All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of
Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights
in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of
December 18, 2009.
12/11 • UC4758-02