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Visit Our Smart City
6:30pm 9:00pm
Monday, April 4
7:00am 8:30am
12:15pm 1:30pm
Tuesday, April 5
7:00am 8:30am
12:15pm 1:30pm
6:00pm 8:00pm
Wednesday, April 6
7:00am 8:30am
(Expo closes after
breakfast)
Thursday, April 7
Expo Hours
Avaya Communicator: Best Practices for an Enterprise-Wide Rollout April 2016 Brad Black Senior Product Manager [email protected]
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5 5
Agenda
Before You Begin
Roadmap
Should you deploy one-X CES?
Avaya Aura Device Services (AADS)
Avaya Communicator Reference Architecture
Mobile roaming and remote access
Auto-Configuration
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Before You Begin
see Avaya Communicator Overview & Planning https://downloads.avaya.com/css/P8/documents/101004714
see Administering Avaya Communicator
https://downloads.avaya.com/css/P8/documents/101004712
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Scenario / Use Case Planning
What business issues are you trying to address?
What workflows, business processes, and communication flows will be leveraging the clients?
What roles, locations, networks, devices will apply?
Will users be sharing devices or accounts? If they share devices, do the users always use the same device, or do they draw the device from a pool?
How do business continuity plans factor in for users not considered for client or remote access during regular business operations?
What value are you trying to achieve – Increase availability
– Accelerate responsiveness
– Enable rich / just-in-time collaboration
– Make virtual meetings more effective
– Reduce operating expenses
– Manage interruptions
– Manage privacy
– Simplify reachability
– User productivity
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Be prepared to address a wide range of use case scenarios
USER TYPES & ROLES
Team Engagement Customer Engagement
Knowledge
Worker
Task
Worker Guest Supervisor Agent Customer
Mobile
Scenario
Man
ag
ers
En
gin
ee
rs
KW
…
Cle
rks
Lin
e
TW
…
Cu
sto
mers
Su
pp
lie
rs
Pa
rtn
ers
Le
ve
l 1
Le
ve
l 2
An
aly
st
Inb
ou
nd
Ou
tbo
un
d
Ex
pert
Lo
yal
Ex
isti
ng
Ne
w
Deskworker
Enterprise Roamer
Teleworker
Road Warrior
USER TYPES & ROLES
Team Engagement Customer Engagement
Knowledge
Worker
Task
Worker Guest Supervisor Agent Customer
Mobile
Scenario
Man
ag
ers
En
gin
ee
rs
KW
…
Cle
rks
Lin
e
TW
…
Cu
sto
mers
Su
pp
lie
rs
Pa
rtn
ers
Ag
en
t S
up
.
WF
O
An
aly
st
Inb
ou
nd
Ou
tbo
un
d
Ex
pert
Lo
yal
Ex
isti
ng
Ne
w
Deskworker
Enterprise Roamer
Teleworker
Road Warrior
Devices
Locations
Networks
Technical Context
Business Context
User Experience Capabilities
Security
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Be sure that all project roles are represented
Avaya Aura Administrator LDAP/AD Administrator Security personnel responsible
for IT firewall, certificate policy, encryption, etc.
Domain Network Administrators
VMware Management & Administration
Desktop Computing Mobile Support IT Help Desk End User Trainers Project Management –
Customer
Back end web developer for publishing access to auto
config files and security certificates
Representative users for requirements and testing
purposes
Senior IT Decision Maker
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Validate Ecosystem Prerequisites
Release levels of Aura core and related applications
Endpoint specifications
– H/W, S/W, O/S
Network and Security
– LAN, WLAN, WAN, VPN, Cellular
– QoS / DSCP
LDAP / Active Directory integration
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Understand the Complete Solution Clients & Endpoints PC: Avaya Communicator1, one-X Communicator1,2, Collaboration Services1, Scopia Desktop1,2, Outlook Plug-ins1, Web
Collaboration Agent1,2, Web Message Access1,2
Mobile: Avaya Communicator3,4,5, Scopia Mobile3,4,5, Avaya Web Collaboration3,4
Conference Rooms: Scopia room systems, B100 series conference phones
Desktop Appliances: 96XX series IP phones, E159/E169 Media Stations, H100 series Video Collaboration Stations
1: Microsoft Windows |2 Mac | 3 Android | 4 iPhone | 5 iPad
Applications Avaya Aura Messaging
Avaya Aura Conferencing
Scopia
Avaya Multimedia Messaging Client Enablement Services
Avaya Aura Core Avaya Aura Communication Manager
Avaya Aura Session Manager
Avaya Aura System Manager
Avaya Aura Application Enablement Services
Engagement Development Platform
Presence Services
Utility Server
Remote Access/ Access Control
Avaya Session Border Controller for Enterprise Identity Engines
Deployment Options OVAs for deployment in VMware environment
Software for customer provided bare metal servers
Avaya Common Server Appliances Avaya Collaboration Pod
3rd Party LDAP Directory
Security Certificate Authority
Headsets & Speakerphones
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Take a holistic view to Security Planning
TLS deployment
Security Certificate Strategy
Review all Data Networking Port Documents https://support/avaya.com/security
DMZ Strategy
– ASBCE, VPN, Reverse Proxy, Handset Server
Privacy Planning
– CLID, Barge In Tone
Voicemail Strategy
– Maximize Enterprise Voicemail, and access methods
– Minimize Cellular Voicemail
911 Plan
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Feature Deployment Planning
Conduct license review … establish license allocation strategy for a la carte or enhanced licenses
Review application default settings, profiles, class-of-service, and groups … align with use case scenarios
– Session Manager
– Communication Manager
– Client Enablement Services
– Multimedia Messaging
– Aura Messaging
– Aura Conferencing
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Establish the Onboarding and Enablement Strategy
Desktop Push / Mobile Pull
• Application Software
• 46XX files
• Security Certificates
Backend User Provisioning
• SM, CM
• CES, AMM, AAC, AAM
End User Communications & Welcome Package
• Application Access
• Configuration & Authentication
• Personalization
Drive Enablement & Adoption
• Configuration Workshops
• Floor Walkers, Virtual Drop In, Lobby Days
• Tips & Tricks
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Roadmap Planning
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Avaya Communicator: High-level Roadmap
Avaya Communicator Android
Avaya Communicator iOS
2015
2.0
Avaya Communicator for iPad
2.1
2016
2.1.1
Avaya Communicator Windows
2.1 2.1.3
one-X Communicator (SIP)
Single Client Release • User Interface Design • Full Stack UCC • Provisioning
3.0
one-X Communicator for Mac
Avaya Communicator 3.0
Clients Subject to Change
one-X Mobile SIP
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• Single GA version is distributed via app markets
• Apple App Store
• Google Play Store
• New releases and service packs are delivered via updates which replace the previous
version
• End-users will receive update notifications from Apple App Store or Google Play Store when
new version is posted. Often the updates are installed automatically.
• 2.0.0>2.0.1>2.0.2…
• 2.0.x>2.1.0>2.1.1…
• 2.X.x>3.0.0>3.0.1…
• Previous versions are no longer available
• Trial versions allow early access to preview new features and qualify imminent updates
• TestFlight for iOS
• Google Tester Groups for Android
Mobile App Distribution
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Planning: User Needs
WLAN
Mobile Workforce
Data + Cellular
Highly Mobile Employees
Remote Worker
Broadband Data (WiFi / 3G+)
Secure Remote Access
Campus Roamer
Campus WLAN
Personal Mobile Communications
AM
M
SIP
S
BC
-E
CE S
Private Network
Public Network
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SIP adjunct
trunk
Avaya Communicator and one-X CES
PSTN
EC500 FNE and
CES Call Back Cellular
dialing
CES
CM
SIP
SM
SIP
TCP (TLS)
AMM 2.1
LDAP
APS
MM/AAM
HTTPS
ASBCE DMZ
Mobile SIP • VoIP
One-X CES • Cellular Integration
and Productivity Features
Avaya Multi-Media Messaging (AMM) • Text and Multi-Media
Messaging
Avaya Communicator for
iPhone/Android
Aura Session Border Controller for Enterprise (ASBCE) • Secure Remote
Worker
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Deployment Options (AC 2.1)
SIP Configuration
VoIP (Campus Roamer on WLAN)
Single number reach and identity
MDA Group support
Local Call History
LDAP search via Activesync (if provisioned)
Call Handoff Cell Voice<>VoIP (req EC500)
Web Collab Agent (WCA) Launch (req AAC)
VoIP (Remote Worker on Wi-Fi/3G+)
VoIP roaming between Wi-Fi<>Mobile Data
CES Configuration
Presence status/note of Contacts (APS)
Corporate Directory Search
CES Favorites
Authentication (LDAP)
24x7 Call History with LDAP Name Lookup
Call Back and Ring Phone Group
cellular mobile number,
or any PSTN phone number
Visual Voicemail (MM/AAM)
Avaya Multimedia Messaging Text and Multimedia Messaging with File Attachments
Persistent messaging across time and devices
+
+ +
Single Service Config: SIP or CES Multiple Service Config: Any combination of SIP, CES and AMM is supported
Aura SBCE:
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Deployment Options (AC3.0 w/ Aura 7.0+ and SM/AADS 7.0.x+)
SIP Configuration (Aura SM) VoIP (Campus Roamer on WLAN)
SIP Presence (New)
Single number reach and identity
MDA Group support
Local Call History
LDAP search via Activesync (if provisioned)
Call Handoff Cell Voice<>VoIP (req EC500)
Web Collab Agent (WCA) Launch (req AAC)
CES Configuration
Presence status of Contacts (APS)
Corporate Directory Search
CES Favorites
Authentication (LDAP)
Call Back and Ring Phone Group
cellular mobile number,
or any PSTN phone number
Visual Voicemail (MM/AAM)
24x7 Call History with LDAP Name Lookup
Avaya Multimedia Messaging Text and Multimedia Messaging with File Attachments
Persistent messaging across time and devices
+
+ +
Single Service Config: SIP or CES Multiple Service Config: Any combination of SIP, CES and AMM is supported
Aura SBC-E:
If SIP/AADS is provisioned, then AC
3.0 clients will automatically consume
these features via SIP/AADS and not
from CES.
VoIP (Remote Worker on Wi-Fi/3G+)
VoIP roaming between Wi-Fi<>Mobile Data
Aura Device Services (Aura SM w/AADS): Corp Directory Search
Contacts (PPM)
Unified Login (LDAP)
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Deploys on Session Manager as a separate OVA
Offers 4 primary functions
– Contact Service – provides a rich contact management experience
– integrates with existing sources of contacts such as SMGR/PPM, enterprise directory etc.
– Consolidates contacts on the server so that clients access a common source
– Contacts, Corporate Directory w/ pictures, Name resolution
– Dynamic Configuration Service – Administrative utility to manage client configurations
– Mitigates need for users to manually configure settings…and for administrators to manage configuration files
– Global, group, individual or platform basis
– Web Deployment Service – for making UC client updates available to desktops
– Clients check for updates and automatically download/install when available
– Unified Login
– Brokers user credentials for a seamless single login experience
– Users authenticate w/ Global credentials
Avaya Aura Device Services 7.0.x
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one-X CES Recommendations
When to use CES When not to deploy CES
CES exists already • New versions of Avaya Communicator
(iOS/Android) will be compatible w/ CES
H.323 installations
Key one-X CES features are mandatory
Support for fewer than 5000 users • Fewer than 3 CES servers
New SIP installations • Deploy Aura SBC remote worker
• Add Aura UC features
Support for more than 5000 users
Consider using Idle Appearance Select FNE combined with Extend Call FNU for cellular integration requirements
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Avaya Communicator Deployment
SIP
SM
HTTPS
(PPM)
AMM
HTTPS
(AMM)
Avaya
SBCE
VPN Direct
HTTPS
(PPM)
Access
Method
Application
Servers AADS
HTTPS
Corporate
Directory
CM AAM, MM,
CMM
SIP
Network Enterprise LAN/WLAN
Remote LAN/WLAN
Cellular Data (3G/4G, LTE)
SIP(S),
RTP/SRTP
LDAPS
AAC
HTTPS
Presence
Server Scopia
SIP
HTTPS
(SSO)
SIP
Avaya Communicator for Windows, Mac, Android, iOS
HTTPS
(web
socket)
WCS
HTTPS
(AMM/ACS/
Config/Upgrade)
Avaya SBCE
Note: This diagram illustrates a non-CES architecture. However, Avaya Communicator 3.0 iPhone and Android clients continue to support CES and it can be included as part of the solution.
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Application Planning & Design
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Split Horizon DNS w/ FQDN
Internal DNS entry:
sip.avaya.com ->10.1.1.1 (SM IP address)
External DNS entry:
sip.avaya.com -> 47.235.210.1 (SBC IP address)
Session Manager
10.1.1.1
Private NetworkW
LAN
Public Network via SBC
Private
Public Avaya Communicator is configured
with the FQDN sip.avaya.com
• When on premise the enterprise
DNS service resolves this FQDN
to the SM IP
• When remote the public DNS
service resolves this FQDN to the
SBC IP
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Global Routing
Internal DNS entry:
sip.avaya.com ->10.1.1.1 (SM IP address)
External DNS entry:
sip.avaya.com -> 47.235.210.1 (SBC IP address)
Private Network WAN/ WLAN
Public Network via SBC
Session Manager
10.1.1.1
New York
London
Aura SBCE WLAN AP
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It is not enough to just to support multiple devices … they need to work together
3.9 devices
per user*
* Gartner: Top Trends and Technologies to Impact IT over the next Five Years, Jan 2015
Desk / Hoteling Phone
Tablet
Laptop
Smartphone
Home Office
Multi Device Access
Up to 10 SIP devices simultaneously logged in with a single license
H.323/SIP Dual Registration allows SIP clients to be used with H.323 deskphones
Easily shift a call from one device to the next
see the Multi Device Access white paper: https://downloads.avaya.com/css/P8/documents/101013883
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Unrestricted Active Call Mobility
3/4G Wireless
Cellular Voice
Desk/PC Client
Cell<>VoIP VoIP<>VoIP
Join Active Line Appearance
Join Active Line Appearance
Join Active Line Appearance
Extend Call
Method shown in italics
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VoIP Mobility - Moving Between Networks
Avaya Aura SBC
Avaya Aura Session Manager
On-site Off-site
Wi-Fi (Home/Hot Spot) Wi-Fi (WLAN) 3/4G Mobile Data
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Simple User Provisioning U
se
r M
ob
ile
E
na
ble
d
Email instructions users
Install from App/Play Store
Open App
User chooses Auto-config
Login and use
In minutes user is enabled with
only 5 keystrokes
Wow, so easy…
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Auto-configuration
Easy user onboarding for Avaya Communicator
Two Options
1. Web address (URL)
– E.g. https://webserver.xyz.com/Denverconfig
2. e-mail address
– Requires to configure SRV record (Service Locator) in DNS server
– Avaya Communicator uses the domain name from email address to query DNS server
– E.g. [email protected]
The configuration file will be applied and auto-populate configuration settings without the need for user intervention.
Avaya Communicator for Android 2.1.1 features a secure private trust store for certificates
– Can be imported as part of the auto-configuration process
DNS
Web
1. Query with the domain name
4. Config file location
5. Request for the Config file
3. Select one
2. List of config files
6. Config file
Web 1. Request for the Config file
2. Config file
e-mail address
Web address
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Sample Auto-Configuration File
File hosted on web server
Can use single file for 96xx desk phones and all AC clients
– 46xx settings file format
Please refer to Administration document for details
– Administering Avaya Communicator
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Configuration Options to Consider
VOIPCALLINGENABLED
The option that indicates whether VoIP calling is enabled. Type 0 to indicate that VoIP calling is disabled, type 1 to indicate that VoIP calling
is always enabled, and type 2 to indicate that VoIP calling is enabled only on Wi-Fi.
SIP_CONTROLLER_LIST specifies a list of SIP controller designators, separated by commas without any intervening spaces, where each controller designator has the
following format: host[:port] [;transport=xxx]
LOCKED_PREFER ENCES The list of locked preferences. For example, SET LOCKED_PREFERENCES "CESSRVR" , "CESPORT" , "CESENABLED". The user cannot modify the values of the
locked preferences in the application as locked preferences appear as read only. To reset locked preferences, use SET
LOCKED_PREFERENCES "". Note: You must lock or unlock the Secure Connection option and the Port option together. If you lock the
dialing rules check box, the application disables all dialing rules.
SUPPORTEMAIL The default email address to send diagnostic logs.
VIDEOENABLED The option that indicates whether video is enabled. Type 1 to indicate that video is enabled, and type 0 to indicate that video is disabled.
TRUSTCERTS The list of URLs, absolute or relative, to CA certificates that will be stored in the application trust store and used to validate certificates of the
various servers. For example, SET TRUSTCERTS "http:// 300815isac.global.avaya.co m/pki/ AvayaITrootCA.crt","../../ certs/avaya-
sipca.crt","../../certs/gsclab-smgr.crt" . To clear the private trust store, you must reset TRUSTCERTS to an empty value ("") or the user must
clear the application data.
ENABLE_MDA_JOIN
On Communication Manager 6.3.7 and earlier versions, there is an issue that causes Communication Manager to reset if a user attempts to
bridge into an active call from their MDA extension. Hence, by efault, the remote line appearance Join button is disabled. Use this setting to
enable the MDA Join feature f the deployment includes Communication Manager 6.3.8 or later versions. Type 1 to enable the MDA Join
button, and type 0 to disable the MDA Join button.
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Why can’t I pickup my active Desk phone call on my mobile app?
If the line appearance is shown, but it’s greyed out and inactive, then you must activate the feature using the 46xx Settings File
1. Add this line to the settings file… SET ENABLE_MDA_JOIN 1
2. Users apply the settings file
› Settings
› Accounts and Services
› Auto-configure Services
Office call in
progress….talking
with Aaron
You can pickup your active call by
selecting the line appearance on Avaya
Communicator
Note: Aura CM 6.3.7 and older must apply patch 21919
See PSN for details: https://downloads.avaya.com/css/P8/documents/101010505
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Thank You
Please visit us at IAUG 2016!
- Avaya Communicator Themed Sessions
- Avaya Booth/Demos
Complete your survey at the end of the session in the Mobile App
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