august 2014 maximizing and optimizing your existing avaya investment sponsored by sunturn
TRANSCRIPT
August 2014
Maximizing and Optimizing your Existing Avaya Investment
Sponsored by Sunturn
Agenda
•9am – 10:00am Members Only Session•10am – 10:45am “VMware & Cloud based Computing” – Avaya•10:45am – 11:30pm Network Region Topologies
Best Practices – Sunturn•11:30pm - Noon Uses for Call Center Vectoring - Sunturn•Noon – 1:00pm Lunch•1pm – 2pm Avaya Diagnostic Server – Sunturn•2pm – 3pm Live Training – Avaya Support Portal – Avaya
Door Prize – 2pm
• Better sound in the palm of your hand– Enjoy your music on the go, everywhere you go. The
SoundLink® Mini Bluetooth speaker delivers full, natural sound from an ultra-compact speaker that fits in the palm of your hand. It connects wirelessly to your smartphone, tablet or other Bluetooth device, so you can listen to your music, videos or games anytime, anywhere. Just grab it and go.
– * Must be present to win
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)
NR1Core 1
Location: (1) Main
DPT:
MG-s: 11 (G430)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 45
IGAR LDN:
IGAR Public:
No IP Phones NR2Site 2
Location: (2) 390
DPT:
No media gateways
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN:
IGAR Public:
No IP Phones
NR3
Site 3
Location: (3) Core3
DPT:
MG-s: 1 (G450), 2 (G450), 3 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 720
IGAR LDN:
IGAR Public:
IP Phones: 429
NR4Site 4
Location: (4) Core2
DPT:
MG-s: 4 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 240
IGAR LDN:
IGAR Public:
IP Phones: 240
NR5Site 5
Location: (5) 8744
DPT:
MG-s: 5 (G450), 50 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 480
IGAR LDN:
IGAR Public:
IP Phones: 382
NR6Site 6
Location: (6) Westmoor
DPT:
MG-s: 6 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 320
IGAR LDN:
IGAR Public:
IP Phones: 316
NR7remote-users
Location: (1) Main
DPT:
No media gateways
Codec Set: 2 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN:
IGAR Public:
No IP Phones
NR10Site 10
Location: (10) Liberty
DPT:
MG-s: 10 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 240
IGAR LDN:
IGAR Public:
IP Phones: 118
NR77Avaya Call Recording
Location: (77) Call Recording
DPT:
No media gateways
Codec Set: 7 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN:
IGAR Public:
IP Phones: 25
NR80Session Manager SIP
Location: (1) Main
DPT:
No media gateways
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN:
IGAR Public:
No IP Phones
After NR re-design
NR1Core
Location: (1) Main
DPT:
MG-s: 12 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 320
IGAR LDN: IGAR Public:
No IP Phones
NR100PROCR/MPLS/Intervene
Location: (1) Main
DPT:
No media gateways
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN: IGAR Public:
IP Phones: 1
NR4Site 4
Location: (4) Core2
DPT:
MG-s: 4 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 240
IGAR LDN: IGAR Public:
IP Phones: 227
NR7remote-users
Location: (1) Main
DPT:
No media gateways
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN: IGAR Public:
IP Phones: 1
NR77Avaya Call Recording
Location: (77) Call Recording
DPT:
No media gateways
Codec Set: 7 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN: IGAR Public:
IP Phones: 29
NR99Voice Mail
Location: (1) MainDPT:
No media gateways
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN: IGAR Public:
No IP Phones
NR80Session Manager SIP
Location: (1) MainDPT:
No media gateways
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN: IGAR Public:
No IP Phones
NR3Site 3
Location: (3) Core3
DPT:
MG-s: 1 (G450), 2 (G450), 3 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 720
IGAR LDN: IGAR Public:
IP Phones: 380
NR60Test Region
Location: (1) Main
DPT:
MG-s: 60 (G430)
Codec Set: 6 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 45
IGAR LDN: IGAR Public:
IP Phones: 1
NR2Site 2
Location: (2) 390
DPT:
No media gateways
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsNo VoIP channels
IGAR LDN: IGAR Public:
No IP Phones
NR6Site 6
Location: (6) Westmoor
DPT:
MG-s: 6 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 320
IGAR LDN: IGAR Public:
IP Phones: 324
NR5Site 5
Location: (5) 8744
DPT:
MG-s: 5 (G450), 50 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 480
IGAR LDN: IGAR Public:
IP Phones: 251
NR10Site 10
Location: (10) Liberty
DPT:
MG-s: 10 (G450)
Codec Set: 1 TTS:£ R
No IGAR trunks
No CLANsVoIP Channels: 240
IGAR LDN: IGAR Public:
IP Phones: 83
CodecSet1 CodecSet3 CodecSet7Description IPTele’s VoiceMail CallRecordingCodec1 g.711mu g.711 g.711.muCodec2 g.729a - g.729aCodec3 g.729 - - Encryption none none none
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
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 Serverwith SLA Mon™ Technology
SAL GatewaySLA Mon™ Server
Endpoint Diagnostics
Network Monitoring
Resolve Complex Issues Faster
Empowers Customerswith Ground Breaking Tools
• Customer Controlled tool providing secure remote access, endpoint diagnostics, and network monitoring
• Patented SLA Mon™ technology enablesengineers to resolve issues remotely faster
• Smart Agents embedded in Avaya products –No need for other complex equipment
• Historical analysis reduces “define and assign time”
WANAgent
Agent
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
SLA Mon™ Server
Endpoint Diagnostics
Agent
Network Monitoring
WAN
Agent
AgentAgent
Agent
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
Use Case
Use Case
Use Case
Use Case
Summary
Mitigate future issues by
gaining visibility into network
history
Set up and test deployments to
quickly troubleshoot
potential errors
Improve User Productivity
Collaborate quickly to
correlate error issues
Reduce onsite dispatches
Solve Issues Faster
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: https://downloads.avaya.com/css/P8/documents/100180195