1. Avaya Cloud Application Link
Solution Overview
Last Updated March 2016

2. Avaya Cloud Application Link - What is it?
Avaya Cloud Application Link improves team engagement by extending the Avaya Aura® communication platform (5.2+) to the web and embedding real-time collaboration tools inside Chrome and Internet Explorer web browsers, and natively inside of Google Apps, Microsoft Office 365, and Salesforce
Cloud Application Link includes a server component and 2 web extensions (thin clients) - GA (General Availability) of March 2016

3. An Overview of What’s Included with Avaya Cloud Application Link
Avaya Cloud Application Link Server(s)
Avaya Aura® Communicator for Web
Esna iLink for Avaya Scopia® Desktop
Avaya Cloud Application Link Server is a middleware server (either physical or virtualized) that resides on top of the Avaya Aura® platform (5.2+) and syncs messages from Avaya Aura® Messaging to cloud applications such as Google Apps and Office 365.
An HTML5 based Chrome browser extension and Internet Explorer Add-on that enables users to collaborate in the web apps they work and live in; includes features such as call control, directory services, click-to-call, and record pops/note taking in Salesforce.
An HTML5 based Chrome browser extension and Internet Explorer Add-on that embeds Avaya Scopia® meetings across Google Apps, Microsoft Office 365 and Salesforce; includes support for scheduling within calendars and instant meetings.

4. Avaya Communication and Engagement Inside of Web Applications
Cloud Apps + Browser Support
Components
Avaya Communication Platforms
Middleware Server
Avaya Aura® Communicator for Web
Esna iLink for Avaya Scopia® Desktop

5. Avaya Cloud Application Link Components
Feature Descriptions and Screenshots

6. Avaya Cloud Application Link Server
Avaya Cloudlink Application Link Server is the physical or virtual middleware server that enables messages to be synced from Avaya Aura® Messaging to a user’s Gmail or Office 365 inbox. Messages can be configured to only stream via links found in the and/or be sent as attachments, which can be downloaded to a user’s local computer. A user can then reply to the voic as they would a regular or respond by clicking the ‘Dial’ link, which places a call to the person that left the voic .
Additionally, messages can be transcribed at an additional fee by utilizing the 3rd party, Nuance transcription engine.
In addition, the server enables CTI (Computer Telephony Integration) services and user/user profile sync via System Manager (the result of which can be seen in the Avaya Communicator for Web -Avaya Aura® browser extension, detailed in upcoming slides).
Messaging server that resides on top of the Avaya Aura® platform and syncs messages from Avaya Aura® Messaging with Google Apps and Office 365.

7. Unified Messaging Inside Gmail
Avaya Cloud Application Link syncs voice messages from Avaya Aura® Messaging to a user’s Google inbox via IMAP (Internet Message Access Protocol), as well synchronize message read and deleted status between Google Gmail inbox and the Avaya Aura® Messaging inbox . From a user’s perspective, they will receive an within Gmail with the subject line either resolved to a contact or a phone number of the caller. Messages can be configured to only stream via links found in the and/or be sent as attachments, which can be downloaded to a user’s local computer. A user can then reply to the voic as they would a regular or respond by clicking the ‘Dial’ link, which places a call to the person that left the voic .
A transcription of the message can be included, the service is provided utilizing the Nuance transcription engine and is an optional add-on.
Users are also provided with additional collaboration actions via the Google People Widget, these include being able to start an instant Avaya Scopia® meeting or open the contact’s Avaya Aura® Communicator for Web profile (this is detailed in future slides).
Receive transcribed voic s in your Gmail inbox - contact is resolved and additional collaboration actions are presented.

8. Unified Messaging Inside Microsoft Office 365
Avaya Cloud Application Link syncs voice messages from Avaya Aura® Messaging to a user’s Outlook online inbox via IMAP (Internet Message Access Protocol), as well synchronize message read and deleted status between Office 365 inbox with Avaya Aura® Messaging inbox . From a user’s perspective, they will receive an within Office 365 with the subject line either resolved to a contact or a phone number of the caller. Messages can be configured to only stream via links found in the and/or be sent as attachments, which can be downloaded to a user’s local computer. A user can then reply to the voic as they would a regular or respond by clicking the ‘Dial’ link, which places a call to the person that left the voic .
A transcription of the message can be included, the service is provided utilizing the Nuance transcription engine and is an optional add-on.
Users are also provided with additional collaboration actions via the Office 365 Hover Card, these include being able to start an instant Avaya Scopia® meeting or open the contact’s Avaya Aura® Communicator for Web - Avaya Aura® profile (this is detailed in future slides).
Read transcribed messages from within the Outlook Web App; opening a message extinguishes the message waiting indicator on your desk phone.

9. Avaya Aura® Communicator for Web
Avaya Aura® Communicator for Web is a Chrome Extension or Internet Explorer Add-on that provides call control and directory search functionality across a user’s browser. It can be accessed as a ‘popout’ extension, by opening it from the browser's toolbar or as a ‘slider’ (found in the bottom right of the browser) which opens the client within the actual web page.
The client does not require any software to be installed on a user’s machine and works across both Mac and Windows-based PCs.
Avaya Aura® Communicator for Web extends call control features such as muting, transferring, and placing a caller on hold from within the browser. In addition, user profiles are synced to the client via System Manager and searching within the client will bring up a user’s work directory as well as contacts from their contact list.
Additional actions are injected into an individual’s profile, including the ability to start a Google Hangout or Avaya Scopia® meeting.
Within Salesforce, Avaya Aura® Communicator for Web is embedded directly in the app via Salesforce’s Open CTI protocol. Salesforce specific features include record pops, note taking, and call tracking.
Provides an HTML5 front-end leveraging Avaya Cloud Application Link Server on the back-end to deliver phone control (CTI) capabilities within the browser and inside of cloud applications.

10. Authentication and Login Process
Support for OAuth 2.0 enables users to sign in with a range of 3rd party credentials - an Esna, web-based authentication solution is available for when security profiles or other considerations make these other login options impossible.
Users first authenticate, utilizing the OAuth 2.0 standard, with either Google, Office 365, or Salesforce credentials. Additionally, in the scenario where a user is unable to use credentials relating to those previously mentioned applications, they can also create ‘Esna credentials’.
Next, in order to connect to the client, users must either manually enter a set of ‘user defined’ site information or defer to a ‘site default’ option, where this information is predefined by an administrator. In either scenario, they will also have to enter their username and password, which would be provided to them by an administrator.
Users log in with credentials provided by an administrator - next, they will be prompted to enter appropriate site information OR they can defer to a ‘site default’ option, which automatically fills in the appropriate information.

11. Access the Client as a ‘Slider’ from Any Page in Your Browser
Avaya Aura® Communicator for Web can be accessed as an embedded slider; it’s found in the bottom right of any page in your browser.
The Avaya Aura® Communicator for Web client exists as a web extension, as an additional option (enabled by default) the client can also be accessed via the ‘slider’.
This is a clickable button found on the bottom right of any page in their browser - clicking it will cause the client to ‘slide’ out and be visible over the web page content. Closing the client requires that a user click the ‘slider’ button again - this causes it to retract.

12. Access the Client as a Browser Extension
As a web extension, Avaya Aura® Communicator for Web can be opened via the Google Chrome or Internet Explorer toolbar. Clicking the ‘A’ icon, opens a ‘popout’ version of the client in a separate window.
Avaya Aura® Communicator for Web can also be accessed as a ‘popout’ extension for Chrome or Internet Explorer (IE); it’s found in either browser's toolbar.

13. Placing and Controlling Calls from the Browser
Dial extensions or phone numbers by entering the names of your contacts or their numbers; multiple phone calls can be handled at once and recent calls are logged in history.
The home screen for Avaya Aura® Communicator for Web is a dialpad. In addition, clicking on the ‘Active’ tab will bring up the a user’s current call(s) and clicking the ‘Recent’ tab displays their call history (both incoming and outgoing calls).
The client, regardless of the screen also displays a user’s current device (found in the top-center) and search bar, which can be used to search among their co-workers and contacts. The button in the top right brings the user back to the dialpad homescreen - it can be accessed from anywhere in the client. The button opposite of this, found in the top-left with three horizontal lines is the called the ‘Menu’ - from here, a user can access settings, log out, and view any ongoing calls.
Once a call is placed or received, it is completed when the user picks up their deskphone - once the call has been answered, the user is presented with a range of call control actions that can be completed from the browser. Additionally, the number is matched to their contacts (if available) and displays the other party’s profile - clicking on ‘Messages’ displays a log of recent calls with that contact and the ‘Actions’ tab provides a user with the ability to escalate a voice call to an Avaya Scopia® or Google Hangout (separate licenses are required to complete these actions).
Once a call has been placed and answered from the desk phone, multiple call control features are presented from within the browser.

14. Directory and Search within the Extension
Searching within the extension brings up all contacts within your company directory, as well as those found in your Google or Office 365 directories.
User/user profile sync is performed via Avaya Aura® System Manager - a user’s co-workers can be accessed by searching for them, this also brings up contacts that are not apart of your corporate directory. For users on Google Apps, contacts found in their organization's Google directory and local Google Contacts are also searchable. For Office 365 users, a user’s Outlook contacts can also be found by searching within the client.
When duplicate records are found, they are merged into one profile.
Once a user has clicked into a contact’s profile, if their number or numbers are listed, the user can initiate a call. If the user has valid licenses for Avaya Scopia® and/or Google Hangouts, those actions are presented and finally, under the ‘Messages’ tab, a user can see their recent call history with that contact.
Within an individual's record, a user is presented with the ability to place a call, view a recent call history with that contact, and initiate an Avaya Scopia® or Google Hangout (when used in a Google Apps domain).

15. Click-to-Call from any Page in the Browser
A phone icon is embedded next to any phone number across the user’s browser. Clicking this icon will initiate a call to the user’s desk phone, once they pick up, the call is then completed and call control features are provided within the browser (either from the ‘slider’ or ‘popout’ extension).
The ability to place a call is embedded as an icon beside any phone number in your browser - clicking it will initiate a call to be placed via the user’s desk phone; additional call control features are available from the browser client.

16. Collaboration Actions from the Google Contact Card
In Google Apps, the ability to start an instant Avaya Scopia® meeting or open up a contact’s Avaya Aura® Communicator for Web profile is embedded within their Contact Card.
The Google Contact Card can be accessed by hovering over a contact's name or in Gmail
The ability to start an instant Avaya Scopia® meeting or open a user’s Avaya Aura® Communicator for Web profile is embedded within the Google Contact Card.

17. Collaboration Actions from the Office 365 Hover Card
In Office 365, the ability to start an instant Avaya Scopia® meeting or open up a contact’s Avaya Aura® Communicator for Web profile is embedded within their Hover Card.
The Office 365 Hover Card can be accessed by clicking a contact's name or .
The ability to start an instant Avaya Scopia® meeting or open a user’s Avaya Aura® Communicator for Web profile is embedded within the Office 365 Hover Card.

18. Contextual Collaboration Across Google Drive
When a Google Drive document is open, opening the Avaya Aura® Communicator for Web ‘slider’ over the document will display the co-authors of that document. Their profiles are presented, so a user can collaborate with any of those co-authors individually or click the ‘Actions’ tab to bring up the Avaya Scopia® or Hangout group actions.
If a user accesses the client as a ‘popout’ extension and not as a ‘slider’, this feature is then found in the ‘Menu’ (top left corner of the client) under the ‘Collaboration’ option.
Recognizes and displays the co-authors of a Google Drive document; individual and group actions are presented.

19. Avaya Communicator for Web Embedded Inside of Salesforce
The Avaya Aura® Communicator for Web client is embedded in Salesforce via the Salesforce Open CTI protocol. A user can access it by opening the ‘sidebar’, this is done by clicking on the arrow towards the top left of the Salesforce UI.
It provides the same functionality as described in previous slides. Users can also Click-to-Call contacts by clicking on the phone icon next to a contact’s phone number and the ability to schedule instant Avaya Scopia® meetings is embedded next to any contact’s address.
Avaya Aura® Communicator for Web is embedded inside of Salesforce, extending functionality described in previous slides across the app; additionally, click-to-call and instant Avaya Scopia® meeting actions are also embedded across Salesforce.

20. Caller ID is Matched to an Existing Record in Salesforce
When a user receives a call while the client is running in Salesforce, the incoming call is matched to a profile in Salesforce and opens that record.
When you receive or place a call, the number is matched to a record in Salesforce and is displayed.

21. Enhanced Call Logging with Contact Creation and Notes
When a user is handling a call via Salesforce, they are presented with an additional button in the shape of a cloud. Clicking this button, while the call is active, brings up the ‘Salesforce Call Logging’ window.
From this view a user can add the caller as a new lead or contact - in addition, the user can add in a ‘Call Result’ qualifier (e.g. good call or needs follow up) which can be manually entered or chosen from a list, pre-populated by an administrator. The user can also enter in ‘Comments’ and these, along with the ‘Call Result’ are added to the contact’s activity history, under the call record.
Ability to add a caller as a lead or contact when you receive/place a call, as well as take notes, which are saved to the call record under the contact/lead’s activity history.

22. Esna iLink for Avaya Scopia® Desktop
Esna iLink for Avaya Scopia® Desktop enables a user to book Avaya Scopia® meetings right from Google Apps, Office 365 and Salesforce. iLink for Avaya Scopia® Desktop exists as a Chrome extension and Internet Explorer Add-on that allows a user to schedule Avaya Scopia® meetings just like they'd schedule any other meeting in your Google, Outlook Web App or Salesforce Calendars.
Upon downloading the extension, the user must authenticate with credentials belonging to the app (either Google Apps, Microsoft Office 365, or Salesforce) that they plan on integrating Avaya Scopia® within. They also have to enter their site URL and personal room number. Having this extension installed also enables a user to start Avaya Scopia® meetings from within the Avaya Aura® Communicator for Web browser extension.
With Esna iLink for Avaya Avaya Scopia® Desktop, a user can:
Schedule and start Avaya Scopia® meetings right from Google/Office 365 Calendar.
Start instant meetings across Google Chrome or Internet Explorer browser - as well as see an ‘agenda view’ of all upcoming meetings, also from anywhere in the browser.
Book an instant Avaya Scopia® meeting from the Google People Widget, right from the Google Contact Card or Office 365 Hover Card.
Move from a Google Hangout to an Avaya Scopia® with a single click.
Start an instant Avaya Scopia® meeting with Salesforce prospects or schedule one as a task for later from within the calendar.​
Start and schedule Avaya Scopia® meetings across Google Apps, Office 365, Salesforce, and your Internet Explorer (IE) or Google Chrome browser.

23. Avaya Scopia® Meetings from a Google Contact Card and People Widget
When authenticated with Google credentials, the ability to start an instant Avaya Scopia® meeting is injecting into the Google Contact Card and Google People Widget.
Clicking on the Avaya Scopia® icon will launch a menu that provides the user an opportunity to create an instant 1-on-1 meeting or the user can close the menu and navigate to another contact to add them to the meeting.
By clicking ‘Create meeting now’, the user launches directly into the meeting, while participants are ed the appropriate meeting link.

24. Schedule Avaya Scopia® Meetings from the Google Calendar
Users are able to add an Avaya Scopia® meeting to any Google Calendar event that is created by themselves.
Upcoming clicking ‘Done’ the meeting details (including the meeting link) are added to the event description and sent off to guests.
Additionally, rescheduling the event will retain the meeting details and when it’s time to start the meeting, the meeting host can navigate to the calendar event to initiate the Avaya Scopia®.
Instantly schedule Avaya Scopia® meetings from Google Calendar - meeting info is added to the description of the event/invite.

25. Instant Avaya Scopia® Meetings Across Google Chrome
Clicking the Avaya Scopia® icon from the Google Chrome toolbar (across any web page or app) will open the Avaya Scopia® scheduler.
A user may schedule an instant meeting (inviting specific guests after they have launched into the meeting) and they are also presented with a view of their upcoming meetings (when authenticated with Google Apps or Office 365).
Within the ‘Agenda’, a user can start a meeting that has a Avaya Scopia® meeting attached to the calendar event; they can also add an Avaya Scopia® meeting to one of their own calendar events that does not currently have one attached or simply view a calendar event that has been scheduled by another person.
Ability to start or join an Avaya Scopia® meetings via the Chrome browser extension.

26. Escalate to an Avaya Scopia® Meeting from a Google Hangout
From within a Google video Hangout, a user can click the Avaya Scopia® icon to the left of the screen to launch the Avaya Scopia® scheduler.
Creating a meeting from here will launch the user into the Avaya Scopia® meeting and post the meeting link in the Hangout chat for others to join.
Move meeting attendees from a Hangout to an Avaya Scopia® - the meeting link is placed in the Hangout chat.

27. Start an Avaya Scopia® Meeting from the Microsoft Office 365 Hover Card
When authenticated with Microsoft Office 365 credentials, the ability to start an instant Avaya Scopia® meeting is injecting into the Office 365 Hover Card.
Clicking on the Avaya Scopia® icon will launch a menu that provides the user an opportunity to create an instant 1-on-1 meeting or the user can close the menu and navigate to another contact to add them to the meeting.
By clicking ‘Create meeting now’, the user launches directly into the meeting, while participants are ed the appropriate meeting link.
Start an instant Avaya Scopia® meeting from an Office 365 Hover Card and add additional attendees as required.

28. Schedule Avaya Scopia® Meetings from the Outlook Calendar Web App
Users are able to add an Avaya Scopia® meeting to any Outlook Calendar Web App event that is created by themselves.
Upcoming clicking ‘Done’ the meeting details (including the meeting link) are added to the event description and sent off to guests.
Additionally, rescheduling the event will retain the meeting details and when it’s time to start the meeting, the meeting host can navigate to the calendar event to initiate the Avaya Scopia®.
Instantly schedule an Avaya Scopia® meeting from inside the Outlook Calendar Web App - the meeting info is sent off with the calendar invite.

29. Instant Avaya Scopia® Meetings Across Internet Explorer
Clicking the Avaya Scopia® icon from the Internet Explorer toolbar (across any web page or app) will open the Avaya Scopia® scheduler.
A user may schedule an instant meeting (inviting specific guests after they have launched into the meeting) and they are also presented with a view of their upcoming meetings (when authenticated with Google Apps or Office 365).
Within the ‘Agenda’, a user can start a meeting that has an Avaya Scopia® meeting attached to the calendar event; they can also add an Avaya Scopia® meeting to one of their own calendar events that does not currently have one attached or simply view a calendar event that has been scheduled by another person.
Ability to start or join Avaya Scopia® meetings via the Internet Explorer browser Add-on.

30. Start an Instant Avaya Scopia® Meeting Across Salesforce
The ability to start an instant Avaya Scopia® meeting is presented in the records of any contact, lead, or user.
Clicking the Avaya Scopia® icon or ‘Create Scopia’ button will launch the Avaya Scopia® scheduler and allow for a user to create an instant meeting with 1 or more contacts.
Instantly start an Avaya Scopia® meeting with any contact, lead, or user in Salesforce.

31. Schedule Avaya Scopia® Meetings from Salesforce Calendar
Users are able to add an Avaya Scopia® meeting to any Salesforce Calendar event that is created by themselves.
Upcoming clicking ‘Done’ the meeting details (including the meeting link) are added to the event description and sent off to guests.
Additionally, rescheduling the event will retain the meeting details.
Schedule Avaya Scopia® meetings right from Salesforce Calendar.

32. For More Information…
aura.esna.com

33. Avaya Cloud Application Link
Feature Summary

34. Feature Summary by Web Application
Google Apps
Microsoft Office 365
Salesforce
Avaya Cloud Application Link Server
Unified Messaging X
Message Transcription (Optional)
Click-to-Call Across Browser
User/user profile sync via System Manager

35. Feature Summary by Web Application (Cont’d)
Google Apps
Microsoft Office 365
Salesforce
Avaya Aura® Communicator for Web
Embedded Client in Browser X
Dial Pad and Call History
Organization Directory
Contacts in Directory
Click-to-Avaya Scopia® Actions*
Click-to-Hangout Actions**
Contact/Hover Card Integration
Contextual Collaboration Across Docs
Salesforce Record Pops
Note Taking and Call Logging
*Requires Esna iLink for Avaya Scopia® Desktop and a valid Avaya Scopia® Video Conferencing license.
**Requires a valid Google Hangouts user license.

36. Feature Summary by Web Application (Cont’d)
Google Apps
Microsoft Office 365
Salesforce
Esna iLink for Avaya Scopia® Desktop
Schedule a Meeting in Calendar X
Start an Instant Meeting
View Upcoming Meetings
Google Contact Card Integration
Google People Widget Integration
Google Hangouts Integration
Office 365 Hover Card Integration
Meetings with Contacts in Salesforce

37. Avaya Cloud Application Link
Technical Overview

38. Avaya Cloud Application Link Prerequisites
Requires Avaya Aura® Messaging 5.2 or above and valid licenses for the following:
AES (Avaya Aura® Application Enablement Services)
CM (Avaya Aura® Communication Manager)
SM (Avaya Aura® Session Manager)
SMGR (Avaya Aura® System Manager
Avaya Aura® Communicator for Web and Esna iLink for Avaya Scopia® Desktop web extensions require either:
Internet Explorer 11 or later
The latest version of Google Chrome
Esna iLink for Avaya Scopia® Desktop requires a valid Avaya Scopia® Conferencing license
Valid licenses are required for use with Google Apps, Microsoft Office 365, and Salesforce (Enterprise or Unlimited Edition)

39. Avaya Cloud Application Link - Single Instance Architecture Diagram

40. Redundancy via Double-Take® DR (Disaster Recovery)
Double-Take® DR requires another server to mirror the Avaya Cloud Application Link server
Server must at least meet the minimum requirements needed to run the Avaya Cloud Application Link server
A third computer is required to run the client software that controls the behavior of the servers, but this computer can be any machine on the same network
Double-Take® backup system can be applied to an existing installation, or to a new installation
Both the Consolidated server and the Double-Take ® backup machines must be using the same operating system with identical hardware
Requirements
Operating System
Windows Server 2012 (64-bit)
Network Cards
2 NICs are required in both the Avaya Cloud Application Link server and backup servers

41. Physical Server/Virtual Machine Specifications
For a single server configuration with capacity of up to 100 users:
Avaya Cloud Application Link Server (IMAPTSE on same machine if used)*
Intel® Dual Core Processor (2.7 GHz) or higher
4GB RAM minimum
100 GB SATA HD, 7,200 RPM minimum
100 MB NIC or higher
For a single server configuration with capacity of up to 1000 users:
Avaya Cloud Application Link Server*
Intel® Quad-Core Xeon 5600 series CPU or higher
RAID 1+0 4X146 GB SCSI/SATA/SAS HD, 10,000 RPM minimum
Diskeeper installed to minimize fragmentation
1 GB NIC or higher
Storage available 292 GB
For a single server configuration with capacity of up to 500 users:
1 GB NIC
For a single server configuration with capacity of up to 6000 users:
Dual Intel® Quad-Core Xeon 5600 series CPU or higher
8 GB RAM minimum
*Host machine specifications or equivalent vCPU, vRAM and reserved virtual hard drive capacity.
Note: When determining system RAM for all configurations, if your database is expected to exceed 2GB in size, the server should have at least 8 GB RAM installed to ensure good performance.

42. Virtual Machine Support
Hardware
CPU
Requires Intel® CPU or equivalent which meets or exceeds the requirements of vSphere 4.x / 5.x
Software
VM Software
VMWare vSphere 4.x / 5.x
OS for Avaya Cloud Application Link
Microsoft Windows Server 2012 (Standard Edition)

43. Scalability and Technical Documentation
Avaya Cloud Application Link will support up to 6,000 users in a single instance
Support for multiple instances of Avaya Cloud Application Link
Technical Documentation
Avaya Cloud Application Link Installation Guide
Avaya Aura® Communicator for Web - User Guide
Esna iLink for Avaya Scopia® Desktop - User Guide