Download 02-Venky Krishnaswamy

SIP, IM, Presence and the Enterprise:
A Roadmap for Deployment
Venky Krishnaswamy
Anwar Siddiqui
Avaya Labs Research
Avaya CTO
sip:[email protected]
sip:[email protected]
Copyright© 2003 Avaya Inc. All rights reserved
IM and Voice in Most Enterprises Today
PBX
• Voice and IM silos
• Individually: Fairly rich communication model
• Together: Today -> no synergy; Interaction left for user to manage
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State of Convergence at Many
EnterprisesToday!
• Converged Networks today
• Provides IP network Connectivity
• Provides High Reliability
• Software and Servers are hardware agnostic
• Open Standards are being embraced
• Networks are engineered for QOS & Security
• But …today
• Multiple phones, mailboxes…
• Not always dependable IM
• Limited access to portals..
• What if it all worked together!
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Presence-Enabled IP SoftPhone
• Presence-enabled contacts/speed dials.
• Integrate voice with IM
• Interoperates with existing devices and infrastructure.
Media Server and Gateway
SIP Proxy/Registrar/Presence Server
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Enhanced Conferencing
1. Conferees list
2. SIP Dialogue Event State
3. Whisper an IM
PC Clients
(Soft Phone)
PC Clients
(Soft Phone)
IM
AUDIO
IrDA
IM
4600 IP
IP Phone
Digital Sets
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Extending the Virtual Enterprise
Do u want to
accept the
call
Call you back
in 5 min
Call you back
in 5 min
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IM + Presence
Based App
MESSAGE
SUBSCRIBE/NOTIFY
(MWI)
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MESSAGE
Let me know about
new Message from X
INVITE
Call 74608
EC: 74608
2.5G/3G
2
1
INVITE
X
IP PBX
Ext: 74608
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Presence+IM+Voice =>
Converged Communications
Reach the right person at the right time for the right purpose at the
right device.
• Presence is not sufficient; needs to be incorporated into an
Availability model.
• Needs to include all modes and devices to be truly useful.
• Needs to be sensitive to business practices and policies to be
practical.
• Needs to be incorporated into a variety of communications
applications.
• User model needs to be compelling and trivially easy-to-use
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Deploying Converged Communications:
Key Challenges
• Privacy and Security.
• Reliability.
• Incorporate existing networks and devices.
• Operation across domain boundaries.
• Managing distributed user and state information.
• Policy administration and management.
• Identify compelling new applications and value to the end-user or
IT manager that will encourage upgrades, migration and adoption
of new paradigms.
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Roadmap for Infrastructure Evolution
Current Enterprise
Infrastructure
End Devices
Step 1: Add VOIP Network Elements to Existing
Enterprise Network
Step 2: Add Software Upgrades with SIP Features to
Existing Servers and Gateways
+
Voice
Messaging
Server
SIP UA
IP Phone, PC, Apps
B2B UA
Feature svr, App svr
Redirect Server
Return new location
Proxy (Stateless)
Route call requests
Proxy (Forking)
Route call requests
Presence
Tracks Users Presentity
Registrar /
Location Servers
Mappings from names to
contacts and locations
Step 3: Deploy New SIP Based Applications and
Services as needed
IP PBX
Servers &
Gateways
Unified
Messaging
Server
–
–
–
Provide value added applications enabled by SIP
Provide existing feature transparency.
Users have best of both worlds.
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Managing Distributed State: Session,
Presence, Device
• Centralized, Distributed, Hybrid
• Current state.
• Preferences.
• Active entities: PBX? App Server? Proxy? Intelligent End-Point?
Thin-Client? PC?
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Next Generation User Communications Model
• Why:
– Need to adapt communications interfaces to the roles people play and
tasks they perform in a business environment => Quantum leap in
productivity.
– Need to simplify communications interfaces while simultaneously
satisfying sophisticated (and constantly evolving) user expectations =>
Adaptive communications.
• Approach:
– Extensive use of communications assistants.
– Domain-and context specific feature intelligence (“Capture the intent of the
call”).
– Leverage multi-modal interfaces: Speech, Device displays, Soft clients
– Service customization: Visual service creation tools; tuning wizards;
automated learning
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Solution components
Network-based communications assistants (Role/Behavior templates, Domain
templates)
Communication flow design (Standard/Default flows; flow customization tools;
tuning wizards; learning wizards; flow authoring tools; web services links to
business logic)
User-experience rendering: Speech dialogs, Device control (Displays, Soft Keys,
Alerts etc.), Soft Client control (Web/web services user interfaces).
SIP:
Programmable communication elements, Flexible routing, Dynamic capability
discovery and negotiation, Management of multi-media and multi-modal sessions
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Example End-To-End Session (Generic)
Before the Call:
Caller:
Calendar, Directory, Callee Availability.
Call initiation assistance, Statement of Intent
Callee:
Determination willingness to communicate with caller.
Determine applicable/available media and modes
Call Disposition:
Connect, Defer, Refer to alternate mode/channel,Automatic Coverage,
User-controlled re-route.
During the call:
In-call feature invocation such as hold, transfer, conference,etc.
Additional modes: Video, IM, Collaboration
Information exchange (e.g: Vcard, VCal)
After the call:
Post-Call assistance: Schedule follow-up, Add to address book, Save
notes etc.
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Multi-modal Personal Assistant
Lookup www.whitepages.com
“Listing for J. Doe in
Hope, Arkansas, please”
<selection of 14 Does
formatted as web page>
Select John. P. Doe; click to add
vCard to personal directory
Click to call John. P. Doe at
870-555-0001
• Web, telephony and directory integration – combine information access and
communication in natural and easy-to-use scenarios.
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Extending the reach of “telephony” devices
Customer: “I need a detailed breakdown
of the market analysis quote you gave
me yesterday”
Salesperson: “Sure – I’ll email it to you
right now”
Access files, personal directory
and email functions using
display and navigation keys
Customer: “Got it, thanks! What’s this
$102,460.09 charge at the bottom for?”
Salesperson: “Oh – that’s the charge for
expediting…I can have the market
analysis sent to you within minutes”
• Telephony, multi-modal device and enterprise data/application integration –
satisfy the ‘intent’ of communication expeditiously.
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Summary: Value Propositions for
Converged Communications
• Productivity applications targeting enterprise users:
– Integration of voice, IM, other media
– Presence, location and mobility based solutions
– Modular application components that can be readily integrated to
enable value add solutions to the enterprise
– Personalized/Customized communication services integrated with
business processes, policies and workflows.
• Evolution:
– Leverage existing infrastructures and installed base
– Feature transparency between traditional and IP endpoints
– Reliable and scalable solutions
• SIP as integration protocol:
– Deliver value across a distributed infrastructure consisting of
traditional (TDP), proprietary IP and SIP-based endpoints and network
components
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