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Avaya Aura Messaging Professional Services Offer V4

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Avaya Aura Messaging Professional Services Offer V4 Powered By Docstoc
					Avaya Aura™
  Messaging
              Avaya Professional Services
              Avaya Aura™ Messaging
              Offer Sheet

              Company Overview
              Avaya is a global leader in enterprise communications systems. The company provides unified
              communications, contact centers and related Services directly and through its Business Partners to
              leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for
              state-of-the-art communications that improve efficiency, collaboration, Customer service and
              competitiveness.
              Avaya Professional Services (APS) offers comprehensive consulting, design, implementation and
              deployment for business solutions in support of Customer’s business objectives. APS will work with you to
              determine the service delivery options which best meet your needs. For more information, please visit
              www.avaya.com.


              Avaya Aura™ Messaging Overview
              Avaya Aura™ Messaging (Messaging) is Avaya’s next generation solution for unified messaging that
              combines new and existing technology and expertise with industry standards to flexibly integrate within
              the Avaya Aura™ architecture in Linux based server environments.


              Value
              End Users: This Services offer provides the Customer with the following:
                 o   The tools, expertise, and resources needed to install and integrate their new Avaya Aura™
                     Messaging system.
                 o   Receive the experience, knowledge, and capabilities of Avaya Implementation and Professional
                     Services organizations to help ensure successful high-quality implementations.
              Channel Partners: This offer provides our partners with the following:
                 o   The flexibility to select one service or an entire suite of Services to match their Customer’s
                     particular needs and their technical expertise.


              Product Capabilities & Features
              Avaya Aura™ Messaging delivers numerous end user features to help improve productivity. Users get a
              web-based portal to manage items such as personal info, passwords, and message playback options.
              And from this same portal, users can configure their “Reach Me” and “Notify Me” settings such that they
              have complete control over their reachability.
              The current release supports the Octel Aria features and Telephony User Interface or TUI for message
              access but also allows access to voice message with IMAP email clients such as Microsoft Outlook. A
              client-less toolbar is available for manipulation of voicemail messages in Microsoft Outlook. Text
              conversion converts voicemail to text.


              The table below describes additional Key End User and System Features of Messaging:


                                                          Avaya Inc.                                                 1
                             Use pursuant to the terms of your signed agreement or Avaya policy.
                                                       Updated 06-29-2011
                                                       Expires 12-31-2011
Avaya Aura™
  Messaging   Key End User Features                                 Key System Features
              Unified Messaging                                     Flexible
              Gives you integration of voice messages where         The flexible architecture of Avaya Aura™
              users can view all messages at once and who sent      Messaging is designed to fit a wide range of
              them. Listen to or read your messages from email,     customer environments: from centralized to
              deskphone or cell.                                    decentralized and from unified (integrated with an
                                                                    existing email system and directory) to standalone
                                                                    (Avaya Message Store). The solution also has the
                                                                    ability to adapt over time as enterprise
                                                                    environments evolve in response to growth,
                                                                    centralization or increasing high availability/disaster
                                                                    recovery demands.
              Speech Auto Attendant                                 Scalable
              Allows callers to say a name instead of entering an   Avaya Aura™ Messaging is a scalable solution
              extension on the keypad.                              ranging from an easy-to-deploy single server (with
                                                                    application and storage roles combined on a single
                                                                    virtual machine) to a fully scalable front-end/back-
                                                                    end configuration with dedicated servers for the
                                                                    application and storage roles.
              Voice recognition                                     Resilient
              Allows you to say names to address voicemail          The Avaya Aura Messaging architecture provides a
              messages.                                             variety of high availability/disaster recovery options
                                                                    – ranging from an N+1 configuration for application
                                                                    servers, to locally survivable application servers that
                                                                    can stay fully operational with locally cached
                                                                    messages and greetings, to geographically
                                                                    redundant standby options for application servers.
              Reach me                                              Back-End Integration
              Provides call forwarding to up to three numbers,      Avaya Aura™ Messaging supports a standalone
              including a call screening option.                    message store as well as back-end integration of
                                                                    the message store into enterprise messaging
                                                                    systems to enable a fully unified messaging system.
              Notify me
              Text message and email notification as well as
              outcalling.
              Internet Message Access Protocol (IMAP)
              Gives users easy access to messages.
              Self administration
              Enables users to manage their options through a
              web portal.
              Client-less Outlook toolbar
              Eliminates  PC        software   distribution   and
              management.


              Avaya Aura™ Messaging Overview and Service Delivery Options
              The following APS service delivery options are available for Avaya Aura™ Messaging solution:

                                                          Avaya Inc.                                                     2
                             Use pursuant to the terms of your signed agreement or Avaya policy.
                                                       Updated 06-29-2011
                                                       Expires 12-31-2011
Avaya Aura™
  Messaging   1)   Basic: Within the Basic service option, APS will provide the installation and configuration of the
                   Avaya Aura™ Messaging software. This includes software installation on servers, integration with
                   Avaya Aura™ Communication Manager, Avaya Aura™ SIP Enablement Service or Avaya Aura™
                   Session Manager, system handoff review knowledge transfer session, integration testing and
                   implementation support. Optional Services include mailbox programming, caller applications creation
                   and applications integration and configuration.
              2)   Standard: Within the Standard service option, APS will provide hardware installation, and installation
                   and configuration of the Avaya Aura™ Messaging software. This includes integration with Avaya
                   Aura™ Communication Manager, Avaya Aura™ SIP Enablement Service or Avaya Aura™ Session
                   Manager, system handoff review knowledge transfer session, integration testing and implementation
                   support. Optional Services include mailbox programming, caller applications creation and applications
                   integration and configuration.
              3)   All Inclusive: Within the All Inclusive service option, APS will provide hardware installation, and
                   installation and configuration of the Avaya Aura™ Messaging software, as well as Project
                   Management, integration with Avaya Aura™ Communication Manager, Avaya Aura™ SIP
                   Enablement Service or Avaya Aura™ Session Manager, mailbox programming, system handoff
                   review knowledge transfer session, integration testing and implementation support. Optional Services
                   include data gathering for mailbox programming, caller applications creation and applications
                   integration and configuration.



              APS Service Bundles                            Basic                Standard             All Inclusive
                                                                                                    Software Work +
                                                                              Software Work +          Hardware
              Bundle Activities                         Software Work            Hardware            Installation +
                                                                                Installation            Project
                                                                                                     Management
              Project Management
                  Program Management                        optional               optional              optional
                  Remote Project Management                 optional
                  On-site Project Management                optional                                     optional
                  Remote Project Scheduling
              Planning and Design Stage
                  Data Gathering
              Installation Stage
                  Hardware Installation
              Implementation/Configuration Stage
                   On-site Software Specialist              optional               optional              optional
                   On-site Technical System
                                                            optional               optional              optional
                   Integrator
                   Software Installation – Platform
                   Secure Access Link (SAL)
                   Software Installation –
                   Application
                   Avaya Telephony Integration              optional               optional
                   Messaging System Parameters
                   Customized Caller Apps                   optional               optional              optional
                   Mailbox Creation                         optional               optional
                   Mailbox Creation & Data
                                                            optional               optional              optional
                   Gathering/Input

                                                           Avaya Inc.                                                  3
                              Use pursuant to the terms of your signed agreement or Avaya policy.
                                                       Updated 06-29-2011
                                                       Expires 12-31-2011
Avaya Aura™
  Messaging   APS Service Bundles                           Basic               Standard             All Inclusive
                 Messaging Applications                    optional              optional              optional
              Knowledge Transfer/Training Stage
                  System Handoff Review
                  Train the Trainer                        optional              optional
                  End User Training                        optional              optional              optional
              Testing Stage
                  Integration Testing
              Cutover/Implementation Support Stage
                  Cutover Support
                  First Day of Business Support


              Notes:
                1) A dot ( ) means the service is included in the bundle.
                2) "Optional" means service can be purchased for an additional fee.
                3) Blank means the service is not available with this bundle.


              Availability
              This offer is available in United States and Canada through Avaya or Avaya Authorized Business Partner.
              Details may vary by region.


              Why Avaya Professional Services
              Avaya Professional Services turns your real-time communications solutions into a business improvement
              strategy for employee, supplier, and vendor interactions. Customers can leverage the capabilities of
              Avaya Professional Services at any stage of their solution lifecycle. Our portfolio is designed to allow
              Customers to engage us for a specific project need or as an end-to-end offering for complete oversight.
              Avaya Professional Services helps deliver business productivity improvement that meets Customer
              challenges and drives their business forward, so they can focus on growing your business. We focus on
              solving Customer challenges such as reducing Total Cost of Ownership, mitigating risk and accelerating a
              Customer’s business.
              Whether a Customer chooses to work with one of our trusted partners or directly with us, you have access
              to the deep expertise of the Avaya team. Our extensive experience and horizontal, vertical, and
              technology expertise enable us to bring industry best practices to a Customer’s organization and drive
              measurable business results. We have a global network of over 1,500 consultants, network architects, and
              project managers with an average 15 years of industry experience each and industry certifications from
              multiple vendors. Executing over 2,000 projects every month globally, our consultants range of strategic,
              technical and management skills can apply across a Customer’s communications network and our global
              resource model ensures the right specialist is deployed for every Customer’s project regardless of
              geography.


              For More Information
              This Offer Sheet and Service Description are not to be used for contractual purposes. To learn more about
              the Avaya Aura™ Messaging solution and how it can add value to your business, or other award-winning
              solutions and Avaya Global Services, talk to your Avaya Client Executive or Authorized Business Partner.
              Also, visit us at www.avaya.com.


                                                          Avaya Inc.                                                 4
                             Use pursuant to the terms of your signed agreement or Avaya policy.
                                                      Updated 06-29-2011
                                                      Expires 12-31-2011
Avaya Aura™
  Messaging   Direct Customers - For information regarding Avaya Products and Services, or to begin your quote today
              please contact your Account Manager or Authorized Business Partner.
              Sales Teams - For information regarding the service offerings included in the bundles, please contact the
              Support Hotline at 866-Avaya-66 (US) or 00-800-0235-4321(EMEA). When you are prompted to identify
              the solution you require information about, please say "APS Service Bundle".
                 If you need assistance navigating the Avaya Solution Designer (ASD) tool, or understanding how to
                 correctly select the bundles, contact the Design Central Team at 888-297-4700 (US), 720-444-5800
                 (Americas International), 31-70-414-8099 (EMEA) or 65-6871-2693 (APAC). In this case, when
                 prompted to identify the help you seek, please say either "Configuration" or "Design".
                 To begin your services quote today, follow the steps outlined below that best suit your need:
                 1.   For Avaya Sales Team requests: Go to Avaya Enterprise Portal, Tools, Sales Tools,
                      Salesforce.com.
                 2.   For Distributors, APS Volume Commits and Platinum Partners requests go to Operations
                      Resource System (ORS) at http://bpcc.avaya.com/.
                 3.   For all other Authorized Business Partner requests work through your Distributor.
                 4.   Authorized Business Partners may quote/order a-la-carte services by visiting:
                      http://portal.avaya.com/ptlWeb/spCP/CS2006103115434830059/C20092512724292001/SN20092
                      5134055417094/SN200925134055417094.
                 5.   For additional questions       or   support   regarding    this   offer,   please   email   us   at
                      APSOffers@avaya.com




                                                           Avaya Inc.                                                  5
                              Use pursuant to the terms of your signed agreement or Avaya policy.
                                                       Updated 06-29-2011
                                                       Expires 12-31-2011
Avaya Aura™
  Messaging

              APPENDIX
              Avaya Service Description
              for Avaya Aura™ Messaging
              Implementation Services

              Avaya Aura™ Messaging Delivery Services
              The following Avaya Professional Services apply to the implementation Services options available for
              Avaya Aura™ Messaging. Services provided by Avaya Professional Services are typically performed
              remotely. However, on-site support is an optional add-on service available upon request.
              Please work with your sales team to determine if the base configuration will meet the Customer
              requirements or if additional Services may need to be included in the configuration and price.

              Project Management
              Project Management Services help speed implementation – and thus, business benefit realization – by
              monitoring critical time frames and effectively managing changes to help ensure timely deployment.
              Project Managers coordinate with the Customer’s team to manage implementation requirements and act
              as a single point-of-contact that coordinates all Avaya technician resources, software resources, or
              engineers. By managing a comprehensive implementation project schedule and monitoring critical
              milestones, Project Management makes certain the solution is implemented according to plan and
              minimizes the risk of delays and additional costs. Project Management is an optional add-on service for
              Basic bundle while included in the All Inclusive bundle.

              Planning & Design
              The solution Planning and Design begins by identifying client expectations and helps define anticipated
              outcomes for the project. By gaining a thorough understanding of the Customer’s business strategy, goals,
              and expectations, Avaya is better positioned to maximize the outcome of the solution deployment.
              Avaya will:
                  •    Consult with Customer to define messaging requirements and system configuration.
                  •    Review and design system parameters, feature sets and COS (Class of Service) options.
                  •    Review Customer's technical environment.
                  •    Verify that implementation prerequisites have been met.

              Installation
              Installation Services begin with the inspection and inventory Avaya-provided hardware, followed by on-site
              rack and stack Services and connectivity to the Customer’s Local Area Network. Avaya can install the
              Avaya-provided hardware and supporting operational systems in preparation for software installation and
              configuration.
              Installation Services are included on both the Standard and All Inclusive bundles. For the Basic bundle the
              Customer is responsible for the installation.




                                                          Avaya Inc.                                                   6
                             Use pursuant to the terms of your signed agreement or Avaya policy.
                                                       Updated 06-29-2011
                                                       Expires 12-31-2011
Avaya Aura™
  Messaging   Implementation, Configuration, & Testing
              Deployment Services deliver the complete software implementation and configuration of the solution as
              well as the testing and verification of system operation. Avaya provides resources and expertise to
              manage the integration quickly and reliably so that your Customer can focus on managing their business.
              All service options include a base set of deliverables which include, but are not limited to:
                 •    Implement Customer defined system parameters, feature sets and COS (Class of Service)
                      options.
                 •    Configure Messaging to integrate with CM.
                 •    Mailbox programming (included in All Inclusive bundle only).
              Optional add-on Services include the following:
                 •    Consult with each Customer end-user coordinator and collect data in support of mailbox
                      programming.
                 •    Fax integration with third party fax machine, IMAP4 access, Microsoft Outlook Toolbar
                      applications integration and configuration.
                 •    Design and create Caller Applications.
                 •    Additional Services are available.

              Knowledge Transfer & Training
              System Handoff Reviews
              Every new installation includes up to 4 consecutive hours of informal knowledge transfer for up to 5
              Customer administrators to cover:
              In addition to basic training, Avaya provides additional 2 hours training sessions per application
              implemented.


              Instructor Led End User and Train the Trainer Training
              Avaya will provide Customer end users or trainers with on-site voicemail instructor-led training. These
              customized sessions will cover system functionality and voicemail features.
              Train the Trainer
              Conduct up to 4 consecutive hours of training for up to 5 Customer trainers on Messaging user features.
              End-User Training
              On-site instructor-led end-user training on voicemail features. To maintain the quality and integrity of the
              training, Avaya recommends a 1 hour class with a maximum of 30 participants per class.

              Avaya University Training
              Avaya University has multiple courses on the Avaya Aura™ Messaging system. Cost of Avaya University
              training is available via the Avaya University website and is not included in the Services offer.

              Cutover & Implementation Support
              Avaya will assure successful deployment of the Avaya Aura™ Messaging solution in the Customer
              environment and minimize the technical difficulties associated with integration to the end that:
                 •    Customer is confident in the implementation of the Avaya Aura™ Messaging solution.
                 •    System integration has been successfully tested.
                 •    System is properly signed off and transitioned to support when job is complete.



                                                           Avaya Inc.                                                   7
                              Use pursuant to the terms of your signed agreement or Avaya policy.
                                                        Updated 06-29-2011
                                                        Expires 12-31-2011
Avaya Aura™
  Messaging   Avaya also provides help desk support on the first day of business following the in-service date of a new
              installation.


              Avaya Deliverables
              During the implementation of Avaya Aura™ Messaging, Avaya will produce a design document containing
              the Messaging system configuration.
              Additional documents may be delivered based upon the optional Services requested.


              Solution Implementation Dependencies
              Stress Testing
              Leveraging the Empirix Hammer Test Engine, Avaya experts use standard pre-packaged test cases and
              scenarios to remotely test the routing functionality and scalability of call volume within a new or existing
              network. The Avaya Stress Testing Service - Standard Package helps the roll out of our customer's
              communications deployments with assurance and confidence.
              Avaya recommends Stress Testing service to every deployment with one or more of Avaya elements such
              as: CM, CSK1000, Modular Messaging (MM), Voice Portal (VP) / IVR, Interactive center(IC), Aura
              Conferencing, Contact Center Express (CCE), Meeting Exchange.

              Network Readiness Assessment
              Avaya personnel will perform testing of critical elements required to deploy an IP-enabled solution on the
              customer network. Avaya will inject simulated anticipated IP traffic into the customer's network, use an
              analysis tool to monitor the movement of the injected traffic across network, and gather and record the
              status of the injected traffic in a series of records. The information will be compared to best practice
              standards for delay, loss and jitter.
              Avaya will review the results of the network readiness assessment final report with customer, outline
              network requirements to support IP-enabled solutions and determine any remediation tasks identified.
              Avaya personnel will also outline:
                 •    Technical recommendations on how to best deploy an IP-enabled solution.
                 •    Technical specifications such as how to optimally set up Quality of Service (QoS) and Virtual
                      Local Area Networks (VLANs).
                 •    Bandwidth engineering information that Customer may use to determine the impact of voice on
                      the network.
                 •    Configuration recommendations for LAN switches, IP phones, and general PBX configurations,
                      (i.e QoS and VLAN's) that have been found to enable the optimal performance of IP-enabled
                      solutions of scale.
                 •    Design recommendations and vendor-specific


              NRA is needed when:
                 •    There will be RTP Traffic crossing any WAN/MAN Network Segments (RTP can consist of IP
                      Bearer traffic, SIP Signaling traffic, H.323 Signaling traffic)
                 •    If 50 IP Endpoints or more are part of the overall solution.
                 •    Greenfield/New network. A brand new data infrastructure is inherently more uncertain given the
                      untested/unproven state of the new equipment/configurations. Network Readiness Services are
                      even more critical in this environment.



                                                           Avaya Inc.                                                   8
                              Use pursuant to the terms of your signed agreement or Avaya policy.
                                                        Updated 06-29-2011
                                                        Expires 12-31-2011

				
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