August 2014 Maximizing and Optimizing your Existing Avaya Investment Sponsored by Sunturn

Agenda 9am – 10:00amMembers Only Session 10am – 10:45am “VMware & Cloud based Computing” – Avaya 10:45am – 11:30pmNetwork Region Topologies Best Practices – Sunturn 11:30pm - NoonUses for Call Center Vectoring - Sunturn Noon – 1:00pmLunch 1pm – 2pm Avaya Diagnostic Server – Sunturn 2pm – 3pmLive Training – Avaya Support Portal – Avaya

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Network Region Best Practices Brian Karch –Sunturn Avaya Solutions Architect

Network Region Best Practices PBX moving from TDM to IP and SIP PBX is an Application on the LAN / WAN In General … –PBX installed with Default Values (TDM) –Needs to be re-designed and Customized for the actual Network

Network Region Best Practices PROCR Network Regions (how things talk) Codec Sets (sine wave to 1’s and 0’s) LAN, WAN, SIP Transcoding - Voice Mail, Call Recording, SBC’s End to End Quality of Service

Network Region Best Practices IP Network Map Media Gateway Controller List Alternate Gatekeeper List Port Networks and TN Circuit Packs

Before NR re-design (Default)

After NR re-design

Uses for Call Center Vectoring Kitty Donahue –Sunturn Call Center Engineer / Project Manager

Routing with Vectors Time of Day Time of Day – Service Hours VDN Variables Utilizing VRT Tables

Sample Vector for Discussion

Routing with Vectors Time of Day/Holiday – Steps in a vector

Routing with Vectors Time of Day – Service Hours

Routing with Vectors Service Hour Table

Routing with Vectors Utilizing VDN Variables to customize routing – VDN tab

Routing with Vectors Utilizing VDN Variables to customize routing – vector steps

Routing with Vectors Utilizing VRT Tables – Steps in vectors

Routing with Vectors Utilizing VRT Tables – VRT entries for ANI

Routing with Vectors Utilizing VRT Tables – VRT entries for Area Codes

Routing with Vectors Utilizing Variables for Vectors – Quick Glance

Routing with Vectors Loop Count Vector

Routing with Vectors Loop Count Vector

Avaya Diagnostic Server Rob Nixon –Sunturn Operations VP

Avaya Diagnostic Server Avaya Diagnostic Server Overview –Benefits and Components –Customer Requirements Feature Details and Logistics Use Cases Summary

Components and Terminology SAL gateway – available to all Avaya maintenance customers –Secure connection between Avaya and the enterprise –Gateway for Avaya services delivery SLA Mon™ server – available to Support Advantage Preferred and Avaya Networking GE maintenance customers –Endpoint Diagnostics –Network Monitoring Avaya Diagnostic Server with SLA Mon™ Technology Avaya Diagnostic Server with SLA Mon™ Technology SAL Gateway SLA Mon™ Server Endpoint Diagnostics Network Monitoring

Resolve Complex Issues Faster Empowers Customers with Ground Breaking Tools Customer Controlled tool providing secure remote access, endpoint diagnostics, and network monitoring Patented SLA Mon™ technology enables engineers to resolve issues remotely faster Smart Agents embedded in Avaya products – No need for other complex equipment Historical analysis reduces “define and assign time” Empowers Customers with Ground Breaking Tools Customer Controlled tool providing secure remote access, endpoint diagnostics, and network monitoring Patented SLA Mon™ technology enables engineers to resolve issues remotely faster Smart Agents embedded in Avaya products – No need for other complex equipment Historical analysis reduces “define and assign time” WAN Agent

ADS Requirements Support Advantage Preferred agreement – Direct, Wholesale, Retail or Co-delivery Installed Base of 25 or more Avaya Networking Switches with Avaya Networking Support Services GE or above Deployed on customer premises Requires its own physical or virtual server Partner access to the customer’s Avaya Diagnostic Server can be done via SAL Concentrator or other method of connectivity Licensing – SAL=no, SLAMon=yes

SAL Gateway Remote Access Alarm Transport Automatic Software Updates (ADS R2.0)

SLAMon Server Endpoint Diagnostics –Phone Remote Control –Event Monitoring –Screen Capture –Packet Capture –Bulk Calls Network Monitoring –End to End Network Performance * –Hop by Hop QoS Analysis* –Historical Statistics * * ADS R2.0

Sal Agents Intelligent agents (SLA Mon agents) are embedded in… –9600 Series Deskphones –G430/G450 Media Gateways –ERS and VSP Ethernet switches The agents are controlled by the SLA Mon server to perform… –Network Monitoring (all agents) –Endpoint Diagnostics (IP phone agents) The agent must be enabled in each host product. In the case of IP phones, specific agent functions must be enabled individually. The SLA Mon server must discover each agent, and each agent must register with the server. –Registration includes authentication using digital certificates, and a key exchange for encryption. –Once an agent is registered, the communication between the server and the agent is encrypted

Endpoint Diagnostics – Remote Control

Endpoint Diagnostics – Packet Capture

Network Monitoring Monitor Network Performance Packet Loss Jitter Delay Monitor hop-by- hop QoS Integrity DSCP end to end preservation Per hop marking changes Emulate Traffic Types Voice Video Data Keep a 60 day history of network statistics to correlate product, solution, or network disruptions

End to End Network Performance

Detail Matrix for Test Pair

Detailed Historical Performance Graphs

Hop-by-Hop QoS Monitoring

Proactive Alarming

Use Case

Summary Easy to install with simple and intuitive GUI Mitigate future issues by gaining visibility into network history Set up and test deployments to quickly troubleshoot potential errors Improve User Productivity Define and assign issues to the right personnel quickly Collaborate quickly to correlate error issues Reduce onsite dispatches Solve Issues Faster No need for additional expensive equipment Lower your maintenance costs Focus on managing your internal resources Save Money

Backup Slides

Supported Products with SLAMon Agents For the latest information please go to: