James Haensly Chief Technology Officer Avaya Asia Pacific From Here to There: Multi-modal, Converged Communications Trends & Strategies

James HaenslyJames HaenslyChief Technology OfficerChief Technology Officer

Avaya Asia PacificAvaya Asia Pacific

From Here to There:From Here to There:Multi-modal, Converged Multi-modal, Converged Communications Trends & StrategiesCommunications Trends & Strategies

Business & Institution Needs Create Increasing Business & Institution Needs Create Increasing Demands for CommunicationsDemands for Communications

Any device, Any device, any process, any networkany process, any network

Enterprises & Institutions Enterprises & Institutions becoming virtual becoming virtual • Globally distributed value Globally distributed value

chainschains• Collaborating communitiesCollaborating communities• Interconnected processesInterconnected processes• Security & reliabilitySecurity & reliability

Demand for performanceDemand for performance• RevenueRevenue

• ProductivityProductivity

• ProfitabilityProfitability

Revenue

Cost

Traditional

• Separate voice and data networks

• Emerging IP phones

The Three Phase Evolution to The Three Phase Evolution to Converged CommunicationsConverged Communications The Three Phase Evolution to The Three Phase Evolution to Converged CommunicationsConverged Communications

BestEfforts

IP Telephony

Real-TimeReliable

TrafficMgmt

IP QoS

Stand-alone

Traditional



Converged Networks

• Integrated voice-data applications

• IP as universal infrastructure

• SIP evaluation by carriers and enterprises


BestEfforts

IP Telephony

Real-TimeReliable

TrafficMgmt

IP QoS

VirtualStand-alone

Traditional



Converged Communications

• Rich multimodal user experience

• Dynamic application creation using Comm. Services

• Built on Converged Networks

Converged Networks

• Integrated voice-data applications

• IP as universal infrastructure

• SIP evaluation by carriers and enterprises


BestEfforts

IP Telephony

Real-TimeReliable

TrafficMgmt

IP QoS

VirtualStand-alone EcoSystem

ManagementManagement

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InfrastructureInfrastructure

NetworkNetworkServicesServices

Business Apps Business Apps & Comm Services& Comm Services

Comm EnabledComm EnabledPortalPortal

Communication ModelCommunication Model

QoS Policy RegistrationSIP User Provisioning

QoS Policy RegistrationSIP User Provisioning

CRM SCM ERM Presence Telephony

CRM SCM ERM Presence Telephony

xUI Access ControlPresentation Server

xUI Access ControlPresentation Server

SAN Servers WirelessRouters Gb Switches

SAN Servers WirelessRouters Gb Switches

Interactions: Natural,

Multi-Modal

Plug & Play transmission

Transport: QoS-enabled IP

From stand-alone to federated apps

TrendsTrends

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Communication Model and TrendsCommunication Model and Trends


Network Network ServicesServices


Comm Enabled Comm Enabled PortalPortal

Management:HeterogeneityManagement:Heterogeneity

Security: Securing distributed

open systems

Security: Securing distributed

open systems

Directories:Fundamental to management,security & apps

Directories:Fundamental to management,security & apps

From stand-alone to federated apps

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Disruptive Technologies Redefine Business Disruptive Technologies Redefine Business PracticesPractices


Security End-to-end technologies &processes


DirectoriesDirectories

QoS-Enabled IP

Communication-Enabled Federated

Apps




Natural InterfacesComm Enabled Comm Enabled

PortalPortal

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QoS-Enabled IP


Apps




Natural Interfaces

Comm Enabled Comm Enabled PortalPortal

Natural Interfaces are Multi-ModalNatural Interfaces are Multi-Modal

The most natural communication mediacan be voice, text, image, annotation . . .

(or a combination of these)depending on the interaction and device(s) available

• A shared space involving pen, sound and document allowing multi-modal collaboration and real time communications

• Annotation saved, sent, and retrieved as ink data

Handheld PDA sending directions

Another Handheld PDAreceiving directions

PacketNetwor

kMANLANwi-fi

• Example:Example: Voice request results in Voice request results in a multimedia response on a WAP a multimedia response on a WAP clientclient

WAP Gateway

WAP Gateway

Mobile Client

Mobile Client

WML Content Generator

WML Content Generator

Push Initiator

Push Initiator

Push Proxy Gateway

Push Proxy Gateway

HTTP (Request/Content)WAP (Request/Content)

OTA (SI) PAP (SI)

Internet/IntranetWireless Network

HTTP

Dialog SystemsVoiceXMLASR/TTS

Etc.

Dialog SystemsVoiceXMLASR/TTS

Etc.

Work FlowVoice

Fax

Document

E-Mail

Web

Multimedia Integration PlatformMultimedia Integration Platform

Integrates Multimedia Technologiesenabling rapid communication application development

MTIP

• In-progressIn-progress• Tight integration with web Tight integration with web

servicesservices• Multi-modal interactionsMulti-modal interactions

Increasing Sophistication of Natural Interfaces Increasing Sophistication of Natural Interfaces

Dial the extension X 2002 (non-speech; DTMF)

Speak the extension two-zero-zero-two (ASR)

Speak the name “Operator” “Reservations” (ASR)

Speak the purpose “Please connect me to room service” (NLCR)

Request service via email “Please tell me when my shipment will arrive”

Inquire in natural language “What is my current balance?” (NLU)

Classify spoken or written text “Customer query about billing cycle”

Summarize typed document “ABC Corp reports quarterly progress”

Extract audio-visual information Here is today’s weather report

Extract & summarize multimedia information

Recap news events of the day

Summarize web page Show this on my PDA

Conversion Gisting Understanding

Evolution ofspeech and languageapplications

Natural Interfaces – Technology ChallengesNatural Interfaces – Technology Challenges

Multi-Modal ChallengesMulti-Modal Challenges Mismatch between communication capabilities of sender and Mismatch between communication capabilities of sender and

receiver receiver Managing simultaneous input streams from more than one Managing simultaneous input streams from more than one

modality into a single communication event modality into a single communication event Associating annotations with documentsAssociating annotations with documents

• Understanding, storing and rendering device dependent annotations Understanding, storing and rendering device dependent annotations in a device independent mannerin a device independent manner

• Mapping annotations at a logical rather than presentation levelMapping annotations at a logical rather than presentation level

Natural Language ChallengesNatural Language Challenges Broadening understandingBroadening understanding

Continued advances in speech generation and dialog systemsContinued advances in speech generation and dialog systems

Intelligent dialog between human and machine is the ultimate Intelligent dialog between human and machine is the ultimate

challenge for computing machine challenge for computing machine

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Disruptive Technologies Radically Redefine Disruptive Technologies Radically Redefine Business PracticesBusiness Practices





QoS-Enabled IP


Apps





PortalPortal

SIP is to Real-Time People-to-People Communications what HTTP was to Information Exchange on the World Wide Web.

Phones

PBX

Telephony Apps (Voice Mail, CTI, Call Center…)

SIP User AgentsIP Network

SIP Servers and SIP-Enabled Communication Apps

• Enables rapid creation of communication-enabled enterprise applications from standardized components

• Supports multi-modal communications and devices

• Changes the focus from mode to user by equalizing real-time and near-real-time communications into a session

• Standardized personal address means there’s one way to “place the call” regardless of device being used by recipient

• Services-based environment accommodates both peer-to-peer and client-server apps

Converged Communication TopologyConverged Communication Topology

Key technologies• SIP: Session Initiation Protocol provides simple signaling for

session setup and control• Web Services: Protocols for data and application interoperability• Presence: Find “the Right person, in the Right place at the Right

time in the Right way”• Peer-to-Peer: Putting users in direct control of communications

sessions and capabilities

Existing apps

SIPendpoint

Existingendpoint

TelephonyApp ServerTelephonyApp Server

SIP endpoint

SIPendpoint

Communication App Server

Communication App Server

Existingcomm server

Application Services

IPendpoint

PresenceServer

PresenceServer

ContextServer

ContextServer

ServiceRegistryServiceRegistry

Session Services

eBusinessApp ServereBusinessApp Server

Converged Communications Applications - Converged Communications Applications - ChallengesChallenges

Process changesProcess changes• Business process managementBusiness process management

• Programmer & operations staff trainingProgrammer & operations staff training

Integration with existing applicationsIntegration with existing applications• Integration with legacy systems & architecturesIntegration with legacy systems & architectures

• Interoperable information modelsInteroperable information models

Standardization and conformanceStandardization and conformance• Web services standards are still evolvingWeb services standards are still evolving

• Interoperability between .NET and J2EE environments and Interoperability between .NET and J2EE environments and applicationsapplications

Other Technology dependenciesOther Technology dependencies• User and application level security & managementUser and application level security & management

• Integrated enterprise-wide directoriesIntegrated enterprise-wide directories

An Example: Unified Communication SolutionsAn Example: Unified Communication SolutionsGreater Speed, Quality and MobilityGreater Speed, Quality and Mobility

Integrated access to directory anddatabases

Near and Non real- time integrated voice, email, fax and video

Personal Efficiency Management

Individually customizable

communication rules

Real-time “any media” conferencing and collaboration

Contact & InformationManagement

Calling & Conferencing Management

WEB, WIRELESS & SPEECH ACCESS

Message Management

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Apps




PortalPortal

QoS-Enabled IP Network Network ServicesServices

QoS Goals are at the Application Level;QoS Goals are at the Application Level;Managed at all LevelsManaged at all Levels

Any solution should be able to monitor and control a variety of network elements and applications

QoS = Performance: Response time; Delay; Jitter; Loss etc.

+ Reliability: Availability(99.999%); Data/Transaction Integrity etc.

QoS Management Server



QoSGoals

• Specify per-user/application-level QoS goalsSpecify per-user/application-level QoS goals

• Measure QoS conformanceMeasure QoS conformance

• (Re)Configure network and servers to achieve QoS goals(Re)Configure network and servers to achieve QoS goals

Control/Signals

Status/Events

QoS Performance StrategiesQoS Performance Strategies



Over-provision• More powerful CPUs • High Performance components,

e.g. OS, Database etc.Load balancing

Over-provision• Fatter pipes

Priority managed

• Traffic managers • Network assessments for

various services including voice• DiffServ, RSVP, MPLS

Application Aware Routing• Using Application Knowledge

for session establishment

QoS Reliability StrategiesQoS Reliability Strategies



Prevention• Monitoring and rejuvenation• Hardened OSRecovery• Failure detection and fail-over• Hardware redundancyData Integrity• In-memory data checkpointing• Persistent data replication

Path Redundancy• Spanning tree protocols in

switches for LANs and MANs• MPLS dynamic reconfigurationRecovery • Expert systems detect/repair

network level faultsHardened network elements

QoS-enabled Networks - ChallengesQoS-enabled Networks - Challenges

Network readinessNetwork readiness• Configure to support desired QoSConfigure to support desired QoS• Provide desired bandwidth, delay, jitter, loss, etc.Provide desired bandwidth, delay, jitter, loss, etc.

Business policies around QoSBusiness policies around QoS• Determining QoS goals and granularity (per flow type, per Determining QoS goals and granularity (per flow type, per

application, per user, etc.)application, per user, etc.)• Mapping goals to network/application mechanismsMapping goals to network/application mechanisms

Dynamic conditionsDynamic conditions• Load, applications, network conditions and usersLoad, applications, network conditions and users• Correctness of network data in face of constant changeCorrectness of network data in face of constant change

HeterogeneityHeterogeneity • Non-uniform implementation of QoS mechanisms across Non-uniform implementation of QoS mechanisms across

vendors, domains, systems and layersvendors, domains, systems and layers• Bandwidth in different segmentsBandwidth in different segments• Common management schema/standardsCommon management schema/standards

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QoS-Enabled IP


Apps





PortalPortal

0

10000

20000

30000

40000

50000

60000

1988 1991 1994 1997 2000

CERT Security Reports 1988 - 2001

incident count

Security is Increasingly ImportantSecurity is Increasingly Important

* Global Information Security Survey (InformationWeek and Price Waterhouse Coopers)

Data from Carnegie Mellon Computer Emergency Response Team

Attacks increasing• Data & service theft • Spoofing• Denial of Service• Viruses & Vandalism• EavesdroppingAttacks exist at every level• Terminals, LAN, Switches, Network,

Servers, ApplicationsAttack sophistication increasing• Toolkits• Coordinated, distributed attacksWireless & Mobility issues• Wireless protocols less secure• Mobile devices lack physical security

• 150 to 200 new viruses per month

• 60-70% of security breaches are internal

• Viruses and hacking cost $266 billion in US last year*

Extended Perimeter

Perimeter

Firewalls

Firewalls

Control Domain

VPN

OS, applications, data

Resource DomainIdentity and

Access Mgmt

SecurityManagement

Security policies and procedures beyond the physical perimeter ofthe enterprise: remote workers, B2B partners & suppliers, extranets etc.

Network level controlsto filter traffic and manage access;Encryption

Security monitoring;Enterprise-wide Authentication; &Data protection

Application level access, authentication& authorization;Data Protection &Encryption

Layered Trust BoundariesLayered Trust Boundaries

Source: The Burton Group

Security MechanismsSecurity Mechanisms

PreventionAnticipate and prevent attacks

• e.g., authentication, firewalls, filters, VPNs, encryption

RedundancyProvide spare capacity ready for deployment

• e.g., backups, alternative sites

RecoveryTake corrective action to restore service

• e.g., define & test recovery procedures

ValidationValidate desired properties by modeling, simulation or testing

• e.g., digital signatures, network discovery, penetration testing

DetectionDetect and predict what-when-where of attacks

• e.g., intrusion detection, monitoring & alerts

Selected prevention techniquesSelected prevention techniques

Media• Encrypt voice so sniffers hear only white noise

Session• Session level encryption with private key administration• Link encryption for key distribution

Server• Eliminate common attacks by disabling un-needed services; e.g.

NFS, X-windows, rexec, …• Protect network servers against viruses by eliminating incoming

e-mail, web browsers, shared drives Network

• Filter packets based on addresses, port numbers• Defend against denial-of-service attacks by discarding suspicious

packets Administration

• Set, communicate, and enforce security policies• Make it convenient: if it’s too hard, it’ll be circumvented

Securing Converged Networks and Applications – Securing Converged Networks and Applications – ChallengesChallenges

Keeping currentKeeping current• New forms of attacksNew forms of attacks• Attacks increasing: data and service theft; spoofing; denial of Attacks increasing: data and service theft; spoofing; denial of

service; viruses and vandalism; eavesdroppingservice; viruses and vandalism; eavesdropping• Security patches from vendorsSecurity patches from vendors

User and operations staff education and trainingUser and operations staff education and training• Security awarenessSecurity awareness• Following good security practices: strong passwords, regular Following good security practices: strong passwords, regular

virus checker updates etc.virus checker updates etc.• Security intrusion detection and response processesSecurity intrusion detection and response processes

Incorporating secure programming practicesIncorporating secure programming practices• By vendorsBy vendors• By in-house programming staffBy in-house programming staff

ManagementManagementManagementManagement

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Infrastructure

Network Services

Business Apps & Comm Services

Comm Enabled Portal

End-to-end Security

QoS-Enabled IP


Apps

Disruptive Technologies

Disruptive Technologies


Natural Interfaces

www.avaya.com

Documents

James Haensly Chief Technology Officer Avaya Asia Pacific From Here to There: Multi-modal, Converged Communications Trends & Strategies