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Similaire à 20100629 中山大学交流
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20100629 中山大学交流
- 1. 李 乐 System Engineer 中山大学技术交流
- 6. 公司概况更新
- 9. Unified Communications 统一通信 Large 大型 Small 小型 因为专注，所以专业！ 专注于企业通信核心领域 Contact Center 联络中心 Data Transaction 数据交互
- 12. Avaya 中国市场份额 Source: Frost & Sullivan Market Size: $88.5M ， Includes: ACD, CTI, Multimedia, IVR, OB CY 2008 – Call Centre - #1 Source: Frost & Sullivan Market Size: $188.0M` CY 2008 – IP Telephony - #1 26.7% Avaya 18.5% Huawei 11.0% Genesys 7.1% Aspect 3.5% Nortel Siemens 7.4% Nortel 17.2% Cisco 18.3% Alcatel-Lucent 19.1% Avaya 21.6% 7
- 13. AVAYA 语音通信基础平台
- 14. 承载与控制分离 CPU 板卡 机柜 / 用户板卡 / 中继板卡 / 系统资源 终端： IP/ 数字 / 模拟 媒体服务器 媒体网关
- 15. Avaya 通信平台基础架构 One-X Portal IP SoftConsole Integrated Management 集成管理 S8800 Duplex 高可靠性服务器 S 88 00 Simplex 服务器 S8300 集成服务器 G 43 0 G650 One-X 桌面话机 G 450 服务器 媒体网关 通信设备 Communication Manager 语音处理软 件 One-X Agent/Communicator
- 19. 多点可靠性－ Enterprise Survivable Servers (ESS) S8730 ESS （第 1 备选） 1 2 3 4 主服务器故障 正常工作状态 S8730 媒体服务器 （主服务器） S8510 ESS （第 2 备选） S8730 ESS （第 1 备选） S8730 媒体服务器 （主服务器） S8510 ESS （第 2 备选） S8730 ESS （第 1 备选） S8730 媒体服务器 （主服务器） S8510 ESS （第 2 备选） 网络故障 主服务器 恢复正常工作 S8730 ESS （第 1 备选） S8730 媒体服务器 （主服务器） S8510 ESS （第 2 备选）
- 20. One-X 桌面话机家族 价格 功能 9630 4690 电话会议电话 Pocket PC IP 软件电话 IP 软件电话 802.11 无线 IP 话机 9640 9650/9650C 1603 1608 1616 9670 9620C 9620L/9620
- 21. 中继 总中心 集中计费 系统 Avaya IMS 网管系统 中继（ E1 ） 模拟 电话 座席 模拟 /IP 电话 S8300(LSP)/G450 语音网关 Avaya S8800 多媒体信箱 Internet 专用数据网络 Avaya VPN 宽带连接 VPN IP 话机 VPN IP 软电话 中小型分支机构 家庭或移动 座席 G650 语音网关 基于 IPT 平台的 FCE 架构 DDN/MPLS 双路连接 语音数据分离 PSTN PSTN PSTN G450 语音网关 现有 PBX 接入旧有系统 PSTN 座席 中继 模拟 /IP 电话 灾备中心 G650 语音网关 S8800 再生服务器 -ESS PSTN 座席
- 22. 整体解决方案概述——统一通信
- 23. Avaya 企业通讯整体解决方案及产品 Communications Infrastructure 通信基础设施 Servers, Gateways, Virtualization, Networks 服务器、网关、虚拟化、网络 Performance Analytics 性能分析 Avaya IQ Session Manager Application Enablement 应用启用 Presence 在线状态 Integrated Management 集成管理 Voice & Video Telephony 语音与视频通信 Communication Manager Deskphone Portal Communicator Mobile Speech Agent User Collaboration 用户协作 Messaging Video, Audio, Web Conferencing Group Collaboration 部门协作 Contact Management Interaction Solutions 互动解决方案 Self-Service Proactive Contact Operational Effectiveness
- 26. 统一通信的目标 统一消息 语音 / 视频 会议 移动办公 语音接入 即时消息，状态 Email Web 应用 Unified Communications 统一通信 IP 语音通信 实时通信 非实时通信
- 29. Avaya UC 应用环境及架构 AD AES 服务器 AES 客户基础架构 Avaya 统一通讯应用服务器 One-X Portal CM 5 AES 服务器 AWC 客户端应用 AES 服务器 ME Express AES 服务器 MM 4.0 WEB 会议 OCS Client Wireless Phone SES 5.0 OneX Protal IP PHONE 323/SIP Video Domino SameTime AES 服务器 ME Enterprise AES 服务器 One-X Mobile One-X Portal DNS Web DHCP OCS CA Exchange 2007
- 30. Avaya 与全球联盟合作伙伴紧密集成 企业业务集成 移动终端 桌面客户端 & Email 音频 & Web 会议 社区网络 统一消息 视频集成 Disadvantage 统一通信 在线状态 & 即时消息
- 31. Avaya 在中国 企业移动办公解决方案
- 32. Avaya 企业移动通信产品分类 办公桌面 园区漫游 公网漫游 远程办公 蓝牙耳机 PC IP 软电话 PDA IP 软电话 无线 IP 电话 VPN IP 电话 EC500 手机 / 分机联动 双模手机（ WiFi/GSM ） Avaya One-X Portal Avaya One-X Mobile
- 35. Avaya 统一通讯客户端 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Thick 客户端软件 基于计算机 基于手机或 PDA IP 硬件电话 Thin Web Portal Enterprise IM Browsers Mobile Server Integrated Notebooks** **Available exclusively through Lenovo 并
- 41. VPN 硬件电话：内置 VPN 客户端的 IP 硬电话 Avaya 通信服务器 & 媒体网关 ADSL Modem 内置 PPPoE 的 宽带路由器 内置 VPN 客户端的 IP 话机 住宅小区宽带 IP 软电话 内置 VPN 客户端的 IP 话机 IP 软电话 IPSec 隧道 VPN 网关 数据交换机 IPSec 隧道 目前可支持内置 VPN 客户端的 IP 电话： 4610SW/4621SW/4625SWIP 话机
- 46. One-X Mobile 移动客户端 可视化 统一呼叫记录 企业通讯录 任意手机 = 办公室电话 简单切换 语音留言 VIP 弹屏
- 47. One-X Mobile—iPhone 界面 将统一通讯无缝扩展到移动办公人员 办公室分机 个人移动终端
- 48. 基于 UC 的 One-X Mobile 客户端部署架构 Internet One-X Mobile 服务器 Active Directory 服务器 Exchange 服务器 DMZ Avaya Modular Messaging 模块化消息系统 AES 服务器 企业核心通讯应用 HTTP/HTTPS One-X Mobile 客户端 One-X Mobile Web Portal HTTP/HTTPS IMAP/MAPI JTAPI CTI 连接 S8700 服务器 / G650 媒体网关 LDAP SMTP 内部网络
- 55. 多种操作模式 … 优化的网通通讯 Call Control Call Control Voice Voice Call Control Voice Call Control 对所有的呼入 / 呼出都能维护唯一的企业标识 虚拟办公室 宾馆 / 互联网应用 在办公室 任意电话 PC Only 办公室
- 56. Avaya One-X 统一通讯终端的目标 1 个号码 1 个通讯记录 1 个状态 1 个身份标识
- 57. Avaya 在中国 电话会议系统 － Meeting Exchange
- 62. Web 界面登录
- 63. Web 方式预定会议
- 64. 邀请与会者
- 74. Avaya 在中国 语音视频会议集成－ Polycom
- 77. 软视频与第三方视频产品集成 H.323 or TDM Audio H.323 Video H.245 IP Signaling 集成客户端／专用摄像头 单纯话音用户 LAN/WAN 桌面摄像头 数字 /IP 电话 集成终端 Avaya Communication Manager 视频／音频融合关守 Polycom MGC 多点会议控制单元 会议室设备 集成客户端／通用 USB 摄像头 桌面摄像头 数字 /IP 电话 集成终端 会议室设备
- 78. 集成方式之一： Gateway Keeper 组网 这种情况下， avaya 方面不需要任何许可，除了 H.323 中继许可
- 79. 集成方式之二：直接注册到 Avaya CM 上
- 80. 充分利用 Polycom MCU 资源－ Ad-Hoc 视频 Polycom MGC/RMX MCU IP 视频软电话 Polycom VSX 视频终端 Ext:1001 IP 视频软电话 Ext:1002 IP 视频软电话 Ext:1003 Ext:1008 1 2 分机 1001 呼叫 1002 ，分机 1002 应答，建立点对点视频 分机 1001 试图将 1003 加入三方通话 Avaya Communication Manager (5.0)
- 81. 充分利用 Polycom MCU 资源－ Ad-Hoc 视频 Polycom MGC/RMX MCU IP 视频软电话 Polycom VSX 视频终端 Ext:1001 IP 视频软电话 Ext:1002 IP 视频软电话 Ext:1003 Ext:1008 Avaya Communication Manager (5.0) 3 CM 发现分机 1001 、 1002 、 1003 均具有视频能力，将视频流自动重定向到 Polycom MCU 的 Meeting Room 4 分机 1001 也可以继续使用三方通话将 Polycom VSX/HDX 加入会议 操作方式完全与进行普通语音三方通话一样
- 82. Avaya 在中国 统一消息处理 － Module Messaging
- 90. Avaya 在中国 点击呼叫集成 － Microsoft/IBM/Java 控件
- 92. Microsoft OCS 点击呼叫 Microsoft Outlook Microsoft SharePoint Microsoft Office Communicator
- 93. IBM Sametime 点击拨号 Lotus Notes inbox Lotus Sametime Lotus Notes email Lotus Notes IM * * * Mid 2008 Live Name
- 97. IBM Sametime 集成 VPN 电话 IP 软电话 手机分机联动 Avaya Communication Manager Avaya CTI AE Services 4.2 IBM Lotus Sametime Sametime VP Protocol IBM Lotus Sametime Server DMCC CSTA-III one-X Deskphone one-X Portal 数字 / 模拟 H.323 通讯终端
- 98. Avaya 和 IBM 构建统一的沟通平台 … 将客户办公应用和通讯平台的价值最大化 Avaya Meeting Exchange Avaya Modular Messaging
- 101. Avaya 在中国 AVAYA IP 电话应用
- 103. IP 电话应用系统架构 CM 服务器 4625/4621/4610IP 话机 管理员终端 企业数据网 9650/9640/9630/9620IP 话机 媒体网关 内部 Web 服务器 公网信息服务器 Internet 信息自动抓取 信息主动发布 主动 / 被动信息交互
- 106. 和 Meeting Exchange 会议系统集成定制会议
- 109. 视频监控功能
- 110. AVAYA 客户联络中心
- 111. 一个联络中心会有什么？ CTI IVR Report Dialer QM
- 116. Contact Center Express Desktop
- 117. Agent 应用
- 118. Agent 应用
- 123. CCE 国外用户案例
- 124. Avaya Voice Portal
- 126. Avaya Voice Portal 自助服务系统物理架构 Communication Manger Agents 业务代表 数据库 网络服务 CTI LAN/WAN 局域网 / 广域网 PSTN/IP Media Processing MPPs 多媒体处理 VPMS -OAM&P -Reporting -SNMP Web Application Server (Websphere, Tomcat) 网络应用服务器 Dialog Designer VoIP MPP - Run the Media Processing Here MPP －此处运行媒体处理 Application Development Environment -Design the Application Here 应用开发环境－此处设计 Application Execution Environment - Run the Application Here 应用执行环境－此处运行程序 VPMS - Manage the Application Here 此处进行应用管理 Voice Portal Server
- 127. 客户的选择 180+ 金融 招商证券 3000+ 运营商 广州电信，深圳电信 100+ 网上购物 RedBaby 100+ 航空 深圳航空 400+ 电视购物 湖南卫视快乐购 150+ 传媒 深圳广电 规模 客户类别 客户名称
- 128. AVAYA 客户联络中心—— 监控篇
- 129. 用 Agent MAP 增强客服中心的管理能力 直观的座席监控 * 座席向管理人员 发送及时信息 * 呼叫监控和 点击呼叫座席 座席状态阈值告警 管理客服中心的座席分布图 管理人员 * 可选的功能 提高管理人员管理团队的能力并且提高客服中心的运行效率 主动察觉问题并且采取适当措施，例如及时给予座席提供指导和信息反馈 座席当前工作状态及时了解 座席位置的直观形象部署
- 130. 右键点击实现 监听 督导 强插 座席状态 颜色、标签和文字标签共同显示座席的工作状态，技能组，经验以及通话时间，以及可以从 CMS 导入的数据 详细信息 鼠标移动过去会显示更多详细信息 座席状态表 很有用的表格提供了座席状态的核心参数和信息 阈值监控 当座席状态超过某种提前设定的阈值的时候及时提醒和报警 客服中心全景 可以灵活的添加文字描述，调整大小，添加背景图片 Agent MAP Version 3.x
- 131. 与座席之间的互动 坐席通过警报客户端进行电子举手，来求助班长 坐席电子举手后，班长可以通过 Agent Map 看到电子举手求助信息，并进行协助 班长每天进行多次坐席电子举手处理后，可以将所有处理过程通过 Agent Map 的“警报接受记录”来进行汇总，然后导入放入客服中心的知识库中
- 132. 座席桌面墙板
- 133. Q & A
- 134. Thank you
Notes de l'éditeur
- Let’s look at the key elements of our UC product portfolio. These applications , core communications services and infrastructure elements obviously play key roles within our communications architecture as discussed previously. Our User Collaboration applications, branded as Avaya one-X, deliver the right experience to the right users wherever they are, though whatever device, access method, or productivity or enterprise application the user has. We have been significantly expanding this one-X family – and I am sure you will all be looking at the new Avaya one-X Communicator, updates to Portal and Mobile, and talking with the Contact Center team about our one-X Agent direction. Looking beyond the productivity of just a single user, our Group Collaboration applications empower teams of people in working together. Obviously our Messaging solutions have been a foundation for many years, including our built-in Communication Manager Messaging for midsize and single-site needs and Modular Messaging for broad enterprise “FCE” deployments unified with Microsoft and IBM environments – providing . state-of-the-art migration for our Intuity and Octel installed base. I don’t need to tell you that video is everywhere today! We take an integrated approach to video, audio and web conferencing all working together, working with the rest of of UC portfolio here, and working in a rich multi-vendor way through our partnerships and integrations. All of these applications need to rest on a solid core communications foundation. For Avaya, our flagship at this level is Avaya Communication Manager. In the roadmap and in later parts of the presentation we will showing how we are dramatically expanding the software capabilities of Communication Manager to meet new customer needs – in areas like high-scale SIP architectures, presence, application enablement and . At the EXPO and other learning opportunities you will hear more about the exciting “next generation” of Communication Manager. What this means for you is that you can sell Communication Manager today with confidence, knowing that it is a sound long-term investment for your customers while also providing a rich evolutionary software roadmap. Our software foundation is then supported by the servers, gateways and networking elements that we support – which will be expanded with greater virtualization capabilities in the year ahead.
- 用户界面统一：多种产品的集成，界面多样走向单一，如：与即时消息的集成、多种消息邮件传真留言的单一界面收取－－－－－－－同一个界面实现更多的操作 产品统一：统一消息，邮件传真语音留言，单一产品提供全部功能；视频和语音的统一－－－－－－尽量少的设备实现更多的功能 用户体验的统一：无论用什么样的通讯工具，都能够实现快速安全的通信过程－－－－－－－同样的通信效果使用不同的设备终端 产品的集成统一：多厂家，共同提供产品，是方案－－－同样的设备实现更多的功能，发挥更大的效用 提供全新的工作模式，和通信理念
- This graphic depicts all the applications that are relevant to the Unified Communication space today as they are converging. The left hand side represents the core communication applications that are telephony driven. The right hand side represents those UC related applications with origins in data. Both sides are equally as important in the solution, and customers are not usually willing to give up the advancements made in each of theses separate markets over the last 10 years. Industry analysts who track and measure market size and share place Avaya in a number 1 position in IP Telephony, Unified Messaging, and conferencing. Our mobility unified messaging, and speech access solutions have won numerous awards. In addition to those applications that we build and develop, Avaya also recognizes that other market leaders will continue to deliver very strong applications and devices as well. Microsoft, Adobe and IBM for their desktop suite of applications; and Polycom & Tandberg for their voice & video conferencing capabilities, and all the major mobility players. As markets converge, unified communications takes on a new set of attributes.
- This is actually a market differentiated Avaya strategy. Regardless of how people choose to work, we aim to fully able whatever mobile device your enterprise/end-users choose, we have line of solid natively defined experiences and thin client experiences. We normally also include reference to the “integrated” part of the strategy which says if you are a Microsoft shop we aim to fully able your collaborative platform of choice. If you’re a Lotus shop, we’ll do that too.
- 支持中文 B/S 架构： 易于按照发布 不需要安装客户端软件 功能齐全 演示地址： http://www1.avaya.com/campaign/demo/one-x/portal/index.html
- 1) Shared Mode This mode is only used when you are working at the desk phone where your extension resides * All speaking and listening is done through the desk phone attached to Avaya Communication Manager * When you initiate a call from one-X Portal, your desk phone goes off hook and dials the number; When you initiate a call from the desk phone, it will be indicated as such within one-X Portal * As you use features of one-X Portal to manage the call (e.g. hold, conference) it will be indicated as such on the desk phone; As you use features on the desk phone to manage the call (e.g. hold, conference) it will be indicated as such on one-X Portal * You can terminate the call by hanging up the desk phone or dropping the call from within one-X Portal 2) PC Only Mode * All speaking and listening is done through the PC multi-media capabilities * All call control is performed through one-X Portal 3) Dual-Connect or Remote Mode * All speaking and listening is done through any telephone as designated by the user. This could be a home phone, home office, virtual office, mobile phone, etc. * All call control is performed through one-X Portal * The user tells one-X Portal where to route all calls Inbound Calls * When a call arrives for the extension, the Avaya Communication Manager reroutes the call to the designated number * The designated phone will ring normally and one-X Portal will provide a visual and audio indication that there is an inbound call * The user need only answer the telephone as they would for any other call * Once the call is in progress, they can manage the call (e.g. hold, conference, transfer, etc.) using one-X Portal * The user can terminate the call just by hanging up, or dropping the call from within one-X Portal Outbound Calls * The user uses any of the techniques within one-X Portal to originate a call (enter a number, click on a contact, etc.) * Avaya Communication Manager first places a call to the user at the telephone designated by the user * Once the call has been answered, the Avaya Communication Manager then places the outbound portion of the call * Once the call is in progress, the user can manage the call (e.g. hold, conference, transfer, etc.) using one-X Portal * The user can terminate the call just by hanging up, or dropping the call from within one-X Portal Note that the inbound call originators or outbound call recipients receive no information regarding the number or location of the user beyond the extension number associated with the user
- You can set recurrence, for example every week, and so on! Do not need to book every time. Exit and Entry Tone can be chosen in adervanced tab, and roll call too.
- Value Proposition for using one-X Portal to manage call: More secure: know who is on the call Save time no need for roll call know who has come and who has gone add new members easily Eliminate time wasters “ who just joined?” or “did we lose someone?” quickly identify noisy lines or music on hold then mute/drop Greater context: know who is talking More effective meetings more control allows for focus on meeting purpose and less on logistics and technology Value Proposition for expanded capacity: allows more cost-effective expansion MX 4.1.2 will replace the high cost/ low margin Convedia solution at the up to 2000 port size 500-port MX 4.1.2 solution with S6200 is 38% less expensive than same size S6800 system and delivers better margins For the customer: Faster ROI For Avaya: Higher margins and easier solution to sell to this market
- Integrated solution features Click-to-Conference Click from an IM or buddy list to launch an audio conference on the Meeting Exchange Express bridge Click-to-call also supported Integrated Audio/Web Management Embedded audio controls in Sametime Meeting Room provides range of capabilities: Visually identify participants and speakers Mute individual or all participants (moderator capability) Disconnect individuals Dial out to bring additional participants into the call
- Together, IBM and Avaya have implemented a rich set of Unified Communication + Collaboration (UC 2 ) solutions that integrate IBM Lotus Sametime and Notes clients with Avaya Telephony, Conferencing and Messaging products. Together, these Unified Communication + Collaboration (UC 2 ) solutions are designed to: Speed communications across dispersed teams Enable faster, more informed decision making Improve productivity Reduce costs
- This integration allows users to make calls to any telephone directly via the Avaya Corporate PBX (Communication Manager).
- Supervisors can See an agent’s request for help Join calls See current state of each agent If Supervisor is connected to IDS: View statistics on avg length of time an agent is spending in After Call Work and Available modes View statistics on the number of calls the agent has taken Send text-based messages to agents Send call-related data to to the IDS and agents Agent node with 3 2 nd level nodes Call node – number of calls currently being handled and total number of call from starting Supervisor; each call node as single child node for each call currently at agent device – this active call node shows call state (connect, conferencep), direction of call and phone number of other party Agent state – agent name, ID and current work mode Agent statistics – (must be connected to IDS); Avg ACW, Avg Available; Calls received/interval (total number of calls agent has taken during interval specified in the switch; interval is any value between 1-60 mins)
- Observer – Hear conversation but agent and customer cannot hear you Coach – Hold conversation with agent with customer overhearing you Participant – 3 way conversation; conferencing To join a call, drill down into Active Call Node and select which option Messages history is available but only for the session Supervisor is open; not saved Limit of 100 messages If CTI application is connected to IDS and application is monitoring call UCID’s (Universal Call ID) can send call data to those agents using Supervisor. Maximum of 20 items
- At the desktop, users have the option to control scrolling speed and direction and view all data elements or messages in a list format in a separate window. Whether or not the marquee is docked and overall appearance of the data and messaging marquee are configured on the server by the administrator.