Contributors:
Scott Came Department of Information Services Paul Amundsen Department of Labor & Industries Nels Anderson Department of Transportation Julian Soh Department of Revenue Enterprise Architecture Committee Steward
AVAYA IP Telephony Solution Set
ISB Document Version 4.0
September 14, 2006
Information Services Board
Enterprise Architecture Committee
Sue Fleener, Washington State Patrol Cathy Munson, Legislative Service Center
Co-Chairs
Scott Came, Department of Information Services
Chief Enterprise Architect 1110 Jefferson Street SE P.O. Box 42445 Olympia, WA 98504-2445 Phone 360/902.3519 Fax 360/902.2982 ScottCa@dis.wa.gov
Washington State Enterprise Architecture Program AVAYA IP Telephony Solution Set
September 14, 2006 ISB Document—Version 4.0
Table of Contents 1. Document History ........................................................................................................................ 3 2. Document Context ....................................................................................................................... 3 3. Document Purpose ...................................................................................................................... 4 4. Solution Set Description .............................................................................................................. 4 4.1. Call Control Platforms ........................................................................................................... 4 4.2. Media Gateways ................................................................................................................... 4 4.3. IP Phones/Handsets ............................................................................................................. 5 5. Solution Set Features .................................................................................................................. 6 5.1. Functional Features .............................................................................................................. 6 5.1.1. Call Processing .............................................................................................................. 6 5.1.2. Multi-line Support ........................................................................................................... 6 5.1.3. Integrated Basic Application Support ............................................................................. 6 5.1.4. Intermediate Call Processing ......................................................................................... 6 5.1.5. Workgroup Features....................................................................................................... 6 5.1.6. Call Identification ............................................................................................................ 7 5.1.7. Contact Center / Advanced Call Processing support ..................................................... 7 5.1.8. Emergency call support .................................................................................................. 7 5.2. Supporting Features ............................................................................................................. 7 5.2.1. Enterprise Directory Integration ..................................................................................... 7 5.2.2. Geographic Independence ............................................................................................. 7 5.2.3. Regulatory Compliance .................................................................................................. 7 5.2.4. Adjunct Integration ......................................................................................................... 8 5.2.5. Security .......................................................................................................................... 8 5.2.6. Availability ...................................................................................................................... 8 5.2.7. Quality ............................................................................................................................ 8 5.2.8. Extension Mobility .......................................................................................................... 8 5.2.9. Device convergence ....................................................................................................... 8 5.2.10. Wireless access ........................................................................................................... 9 5.2.11. PSTN / Private Networking System Integration ........................................................... 9 5.2.12. Problem management .................................................................................................. 9 5.2.13. Scalability ..................................................................................................................... 9 5.2.14. Interoperability and Integration ..................................................................................... 9 5.2.15. Data Collection and Reporting ..................................................................................... 9 5.2.16. Invoicing, Vendor Invoice Management and Customer Billing .................................... 9 5.2.17. Business Continuity ...................................................................................................... 9 5.3. Technical Readiness Elements .......................................................................................... 10
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5.3.1. Network Equipment ...................................................................................................... 10 5.3.2. Other Network Characteristics ..................................................................................... 10 5.3.3. Facility and Organizational Characteristics .................................................................. 10 6. Glossary..................................................................................................................................... 10 Appendix A: Documenter Team .................................................................................................... 13 Appendix B: Review Log ............................................................................................................... 14
1. Document History
Date March 13, 2006 April 19, 2006 Version 1.0 1.1 Editor Paul Amundsen Nels Anderson Change Initial Draft Draft with some of Nels’ additional details Input from Nels (Draft 1.1) was incorporated in this draft. A changed in focus of the document to be more generic and not reflect L&I’s implementation directly was also incorporated into this draft. This was done per VoIP task force request. August 23, 2006 September 14, 2006 2.0 4.0 Scott Came Trina Regan Endorsed by EAC Adopted by ISB
April 20, 2006
1.2
Paul Amundsen
2. Document Context
This document currently has ISB Document status. This status signifies that the document has been adopted by a vote of the Information Services Board. For more information about the ISB Enterprise Architecture Committee and its initiative, please visit the EA Committee website at: http://isb.wa.gov/committees/enterprise/index.aspx.
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3. Document Purpose
The purpose of this document is to describe the features of the AVAYA Communication Manager VoIP solution. As with all Enterprise Architecture documents, this document is intended to be used as a tool to support strategic technology decision-making. Use cases for this document include (but are not limited to): This document can be used as a basis for evaluating proposals for new investments in telephony infrastructure or solutions. This document can be used to compare the AVAYA Communications Manager VoIP solution with other IP Telephony or TDM/Centrex telephony solutions.
4. Solution Set Description
The AVAYA Communications Manager VoIP solution delivers a package of telephony features (detailed below in sections 5.1 and 5.2) to meet an agency’s telephony requirements. This solution set utilizes AVAYA’s IP Telephony architecture and AVAYA’s Communications Manager call control application. The VoIP environment consists of three main components: Media servers, identified as S-8xxx, are platforms that house the call control application, which is Communications Manager. Gateways identified as Gxxx are platforms that allow connectivity and integration to PSTN trunking and IP networks. IP phones represent the user interface platforms.
Sections 5.1 and 5.2 below offer brief descriptions of each component and any options available for each.
4.1. Call Control Platforms
There are three types of call control platforms each utilizing the Communications Manager application: S-8710 servers, used in larger environments capable of scaling to 36,000 lines S-8500 server, used in mid size environments capable of scaling to 12,000 lines S-8300 servers/LSP’s, used in smaller environments capable of scaling to 900 lines also has the ability to be used as a Local Survivable Processor (LSP)
4.2. Media Gateways
There are two categories of media gateways: Those that use media modules to connect to endpoints and trunks. These media gateways are usually used at branch and smaller locations and include: o o o o G700 Media Gateway G350 Media Gateway G250 Media Gateway G150 Media Gateway
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Those that use circuit packs to connect to endpoints and trunks. These media gateways are usually used at central and large locations, and include: o o o o o G600 Media Gateway G650 Media Gateway CMC1 Media Gateway SCC1 Media Gateway MCC1 Media Gateway
4.3. IP Phones/Handsets
There are multiple types of IP phones. The Avaya 4601 and 4602 are entry-level IP telephone with 2 call appearances. The 4602SW IP telephone has the same feature set as the 4602 with the addition of a built-in Ethernet switch instead of the hub. The AVAYA 4610SW IP telephone provides advanced feature functionality with an intuitive and innovative user interface. The Avaya 4610SW provides telephony, speed dial, call log, and Web browsing functionality. The AVAYA 4620SW IP telephone provides advanced feature functionality with an intuitive and innovative user interface. The Avaya 4620SW provides telephony, speed dial, call log, and Web browsing functionality. The 4620SW is a larger form factor than the 4610SW that includes more hard buttons and larger LCD screen. The AVAYA 4621SW IP telephone is based on the 4620SW IP telephone hardware. The two phones have 99% of the same user interface. The 4621SW telephone provides advanced feature functionality with an intuitive and innovative user interface. The AVAYA 4622SW IP telephone is based on the 4620SW IP telephone hardware. The 4622SW telephone provides the same advanced feature functionality with an intuitive and innovative user interface as the 4620SW IP telephone. The 4622SW telephone is designed for the call center environment. The AVAYA 4625SW IP telephone is similar to the AVAYA 4620SW IP telephone. The AVAYA 4625SW provides advanced feature functionality with an intuitive and innovative user interface. The AVAYA 4625SW telephone provides telephony, speed dial, call log, and Web browsing functionality. The AVAYA 4630 Screenphone is a fully Internet-capable IP appliance that supports IP standards. The AVAYA 4630 IP Screen phone provides a user-friendly window into IP enabled applications, a full suite of Communication Manager features, Lightweight Directory Access Protocol (LDAP) directory, and voice mail features of INTUITY AUDIX. Up to six telephony related applications are provided through a unique user interface that was developed for ease of use and minimal touch access. The AVAYA 4690 IP Speakerphone provides the convenience and productivity benefits inherent in a purpose-built hands-free conference phone. It also delivers the extensive set of AVAYA Communication Manager features directly to the conference room. It offers many of the same features as other AVAYA Speakerphones such as 360-degree coverage, two optional extended microphones for expanded coverage, and full-duplex operation. But this speakerphone has additional capabilities. These capabilities include downloadable software upgrades and simplified wiring to IP network by Ethernet LAN connectivity. The AVAYA IP Softphone is a collection of computer telephony integration (CTI) applications. IPSoftphone allows the user to control telephone calls, both incoming and outgoing, directly from the user’s personal computer (PC).
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The AVAYA IP Softphone for Pocket PC brings full-featured enterprise-grade telephony to handheld computers. These computers must run the Microsoft Pocket PC 2002 and Pocket PC 2003 operating systems. The IP Softphone for Pocket PC allows mobile workers to access enterprise telephony functions from a meeting room down the hall or from any location around the world. Users can access the IP Softphone the same way and with the same full feature functionality as if users were at their office desks. AVAYA IP Softphone for Pocket PC provides this capability by standard, off the shelf Pocket PC devices and standard 802.11 wireless interfaces. No specialized hardware is required.
5. Solution Set Features
The following sections describe the features of the AVAYA CM VoIP solution.
5.1. Functional Features
Functional features describe the “primary” telephony features of the solution that deliver direct business value to users and their organizations. The next several sections describe the functional features of the AVAYA Communications Manager VoIP solution. 5.1.1. Call Processing AVAYA Communications Manager and AVAYA IP handsets provide basic call processing features. The solution supports and includes multiple hardware choices that will allow analog telephones, fax machines, and modems to integrate with the IP telephony system. 5.1.2. Multi-line Support AVAYA’s Communications Manager and AVAYA IP handsets provide multi-line support, multiple call appearances and bridged line appearances 5.1.3. Integrated Basic Application Support AVAYA’s Communications Manager and AVAYA’s IP handsets provide teleconference support. The solution supports ad-hoc conferences with up to six participants The solution is expandable to support high capacity conference bridges that can be scheduled, and administered directly from the AVAYA system administration application such as the EMMC (Expanded Meet-Me Conferencing). 5.1.4. Intermediate Call Processing AVAYA Communications Manager and AVAYA IP handsets provide intermediate call processing features. Call transferring, forwarding, and enhanced call coverage are all supported. 5.1.5. Workgroup Features AVAYA Communications Manager and AVAYA IP handsets provide support for speed dial, busy indicators, bridged appearances, message waiting indication, and call hold-park-pickup. The AVAYA IP handsets support a “sidecar”. (A sidecar is an extension of the handset that provides additional buttons that can be programmed to user requirements/specifications.)
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5.1.6. Call Identification AVAYA Communication Manager and AVAYA IP handsets provide call identification features. The solution supports identification of inbound callers, and supplies information to allow identification of outbound callers on external systems. Stations can be identified as “private” through a configuration in AVAYA Communication Manager. This configuration controls the information that is sent outside of the system for each station. It permits the complete masking of the station’s phone number. Support for call identification for lines/callers outside the system is dependent upon circuit and/or vendor configurations 5.1.7. Contact Center / Advanced Call Processing support AVAYA Communication Manager supports and is integrated with advanced call center capabilities, and reporting systems. Different levels of integrated reporting tools are available. Avaya Contact Center software works with common communication infrastructures, including traditional circuit switched and IP environments. The software provides flexibility in routing configurations and decision-making, supports distributed contact center models, and supports cross-location routing capabilities for business continuity purposes. 5.1.8. Emergency call support AVAYA Communication Manager solution meets 911 requirements. The solution can be expanded to meet E-911 requirements.
5.2. Supporting Features
Supporting Features describe how the solution delivers indirect value, by providing foundational or supporting services for the functional features. The following sections also identify supporting features that are implemented (in whole or in part) by the underlying IP network. 5.2.1. Enterprise Directory Integration AVAYA Communications Manager supports integration with LDAP directory services, including Microsoft Active Directory, but requires custom programming. 5.2.2. Geographic Independence The solution allows all within-system calls to appear as internal calls, regardless of the locations from which the calls are made/received. This would apply to locations that have connectivity to each and every other location. This connectivity can be in the form of dedicated voice circuits or converged voice and data circuits such as the State Government Network (SGN). 5.2.3. Regulatory Compliance AVAYA has declared that their platforms conform to the following regulatory requirements: US Access Board accessibility standards as referenced by Section 508 of the Rehabilitation Act Section 251 and 255 of the Telecommunications Act, requiring common accessibility features in communications devices The Americans with Disabilities Act
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Information about AVAYA’s regulatory compliance is available at: http://www.avaya.com/gcm/master-usa/en-us/solutions/offers/accessibility.htm 5.2.4. Adjunct Integration The AVAYA Communications Manager supports integration to adjuncts such as (but not limited to) voicemail, IVR, paging systems and call recording devices. The AVAYA Communications Manager supports standards-based integration with external adjuncts using SIP, QSIG, JTAPI, and TSAPI. A variety of integration points can be added to the AVAYA Communications Manager architecture via additional (sometimes third-party) components. Examples include: Spectralink IP wireless handsets, Nice Systems, RedSky E-911, Witness Call Recording and Voice Portals. 5.2.5. Security The AVAYA Communications Manager fully complies with appropriate applicable Information Services Board security policies. This solution can leverage the security features of the State Government Network. 5.2.6. Availability The AVAYA Communications Manager can be engineered to support multiple availability benchmarks, including 99.999 (“five nines”) availability. Increased costs is a factor for this solution to be engineered for “five nines” availability. Other availability benchmarks such as 99.95 can be engineered and typically are more cost effective. The 99.95 is equivalent to approximately 4 hours of down time per year. AVAYA IP phones support 802.3af-2003 inline power transmission standards (PoE, Power over Ethernet). The AVAYA Communication Manager solution and its associated hardware components can be connected to Uninterruptible Power Supply (UPS) systems that will provide continual power in the event building power is interrupted or out of service for extended periods of time. Increased levels of power backup via UPS are generally achievable, but at higher cost. 5.2.7. Quality The AVAYA Communications Manager will support the P.01 grade of service (no more than 1% of calls could experience a busy condition) at peak busy hour. The AVAYA Communications Manager and IP phones support standard based QoS mechanisms such as 802.1p and DSCP. The solution also supports multiple standards-based codecs such as G.711, G.729 and G.723. 5.2.8. Extension Mobility The AVAYA Communications Manager solution allows users to relocate their telephone terminal device while retaining the same telephone number/extension. 5.2.9. Device convergence The AVAYA Communications Manager solution supports AVAYA IP Soft Phones, which are telephone applications that run on Microsoft Windows PCs or Pocket PCs.
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5.2.10. Wireless access The AVAYA Communications Manager solution supports multiple AVAYA wireless IP handsets. The AVAYA 3616, 3620, and 3626 handsets support the 802.11b industry standard. While the Avaya architecture is capable of this functionality, wireless applications would need to be specially engineered to meet customer requirements. 5.2.11. PSTN / Private Networking System Integration The AVAYA Communications Manager solution can integrated with the existing DIS SCAN and Centrex systems. The solution will integrate to PSTN standard trunking such as loop and ground start analog trunks, digital T1 and PRI. The solution allows retention of current PSTN telephone numbers, or new numbers as part of the overall dialing plan. 5.2.12. Problem management AVAYA offers maintenance contracts that support trouble response expectations and servicelevel agreements established by the customer. 5.2.13. Scalability The AVAYA communications Manager supports the adding, removing, and moving of hardware, telephone sets and telephone extensions. These services can be provided by agency IT staff, Avaya and/or business partners. The solution will scale up to 36,000 lines. 5.2.14. Interoperability and Integration The AVAYA Communications Manager supports interoperability using QSIG (Q.931) through ISDN. This solution also supports H.323 and is capable of migrating to the SIP protocol. This solution support integration with AVAYA and non-AVAYA systems using the above protocols. 5.2.15. Data Collection and Reporting The AVAYA Communications Manager supports data collection through TCP/IP. The AVAYA Communications Manager supports integrated VoIP monitoring tools. Avaya Integrated Management (AIM) provides enhanced VoIP monitoring and System Fault Performance 5.2.16. Invoicing, Vendor Invoice Management and Customer Billing Agencies can manage all vendor invoicing and payment for initial equipment and software acquisitions, through the DIS contract K97-EQP-049. Ongoing monthly maintenance contracts can be purchased directly from AVAYA. DIS also offers maintenance contracts. This service provides system, technical and hardware/software support from AVAYA and DIS. 5.2.17. Business Continuity The AVAYA Communications Manager supports business continuity using redundant Communications Manager servers and or LSP (Local Survivable Processors).
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In the event of a Communications Manager or server failure the redundant server would act as the main call control processor for the environment. The AVAYA Communications architecture also includes a Local Survivable Processor (LSP), which can connect PSTN trunks to each customer site. In the case of loss of connectivity between a site and the AVAYA Call Manager component, the LSP establishes connectivity to the PSTN, enabling in and out-bound telephony from the site via a standard ten digit dialing plan.
5.3. Technical Readiness Elements
AVAYA offers a network assessment process as part of the pre sales engineering and or implementation. 5.3.1. Network Equipment The following characteristics of network equipment are necessary to support the solution. An Ethernet local-area network (LAN) infrastructure, with a minimum of 10Mbps and a preferred speed of 100Mbps Switched LAN environment Category 5E rated cabling and patch panels Power over Ethernet (PoE) with UPS systems capable of meeting business requirements for runtime during power outages.
5.3.2. Other Network Characteristics The following are network characteristics that should be part of an AVAYA VoIP Communications Manager implementation Network bandwidth availability and the ability to establish voice VLANs and implement standards based QoS mechanisms such as DSCP and 802.1p/Q. Enhancement of network monitoring tool, enabling the monitoring of IP telephony protocols such as those in the H.323 stack or SIP if it is deployed. The tool should also produce MOS (Mean Opinion Score) reports.
5.3.3. Facility and Organizational Characteristics The following are characteristics of the facilities and organization necessary to support the AVAYA solution. Floor space in equipment rooms or data center Additional Isolated power to meet requirements for PoE Adequate air conditioning and ventilation to dissipate heat from VoIP systems installed, including UPS systems User and staff training, communications, and assignments
6. Glossary
DC Abbreviation for “domain controller”. A Windows server that houses all information about user and machine accounts and that provides authentication in a Windows domain.
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DHCP
Abbreviation for “Dynamic Host Configuration Protocol”. A network service whose primary purpose is to automatically assign IP addresses to new devices that connect to the network or existing devices that reconnect to the network. H.323. A recommendation from ITU-T that contains a complex set of protocols designed to facilitate media communication sessions over an IP network. Abbreviation for “Integrated Services Digital Network”. An international communications standard for sending voice, video, and data over digital telephone lines. Abbreviation for “Cisco Integrated Service Router”. Designed to run simultaneous services such as data, security and quality of service (QoS) at wire speed in one integrated routing platform. Abbreviation for “Lightweight Directory Access Protocol”. A protocol that defines a programming interface that can be used to access computer-based directories. LDAP directories are a specialized form of database that is often used to hold user information in large organizations. CallManager uses an LDAP directory to store user information. Abbreviation for “Media Gateway Control Protocol”. A UDP-based, plain-text, master/slave protocol whereby a call agent—in this case, CallManager—controls the function of a particular gateway. Messages are sent as ASCII-encoded text. Abbreviation for “Primary-Rate Interface”. A type of ISDN service designed for large organizations. Includes Bchannels (bearer channels) for voice or data and one Dchannel (data channel) for signaling. PRI is composed of 23 B-channels in North America and 30 B-channels in Europe. Abbreviation for “Public Safety Answering Point”. A physical location where 911 emergency telephone calls are received and then are routed to the proper emergency services. Used in CIPT in conjunction with Cisco ER. Abbreviation for “Public Switched Telephone Network”. The international phone system. Abbreviation for “Real-Time Transport Protocol”. An Internet-standard protocol for the transport of real-time data, including audio and video. Abbreviation for “Survivable Remote Site Telephony “. A software feature available in Cisco IOS software that lets a router at a remote branch assume basic call processing responsibilities if phones at a remote site are unable to contact the central CallManager. Abbreviation for “Secure Real-time Transport Protocol”. Secure Real-Time Transport Protocol. A protocol that
H.323
ISDN
ISR
LDAP
MGCP
PRI
PSAP
PSTN RTP
SRST
SRTP
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provides privacy, message authentication, replay protection, and implicit header authentication while providing high throughput and low packet expansion. SIP Abbreviation for “Session Initiated Protocol, or Session Initiation Protocol”. A signaling protocol that initiates call setup, routing, authentication, and other feature messages to endpoints within an IP domain. SIP is used in CallManager, some phones, and gateways. Abbreviation for “Q (point of the ISDN model) Signaling (QSIG)”. A unified international corporate network signaling standard supported by CallManager.
QSIG
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Appendix A: Documenter Team
This document was developed through the Voice over IP enterprise architecture initiative, chartered March 14, 2006. The following individuals were members of the Documenter Team for this initiative, and participated in review of this document. Paul Amundsen, Department of Labor & Industries Nels Anderson, Department of Transportation Scott Came, Department of Information Services Colin Corbin, Department of Revenue Paul Cox, Department of Labor & Industries David Curtiss, Department of Licensing Bob Deshaye, Department of Information Services Paul Warren Douglas, Department of Information Services Brian Everson, Washington State Patrol Mike Frost, Department of Social and Health Services John Hadden, Department of Licensing Geoff Lakeman, University of Washington Stu Lundmark, Washington State Patrol Jerry Marsh, Department of Social and Health Services Fred McDowell, Legislative Service Center Emanuel Perera, Department of Revenue Joe Russo, Washington State Patrol Julian Soh, Department of Revenue Dan Webster, Washington State Patrol
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Appendix B: Review Log
The following feedback on this document was received by the Enterprise Architecture Program; the response to each contribution is noted below. Review by whom and when ISB September 14, 2006 Contribution Response
Adopted by the ISB
Adopted and posted
358
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