Uc High Level Internal

Unified CommunicationsHigh Level - Internal

George Vlismas

[email protected]

Collaboration

Work anywhere

Virtual enterprise

Explosion in mobile devices

Automated Business Workflow

Work in the office

Vertical integration

Desktop-based communication

Manual processes

Individual productivity

Changing Face of Work

Communication Challenges• Delayed communications

– How can I reach the right people quickly?

• Global/distributed partners, customers, team– How can I speed distribution flow, decision

making?

• High cost of communications– How can I use existing networks and the

Internet to lower communication costs?

• Disparate, complex infrastructure– How can I integrate my systems, network and IT?

PeoplePeople

Processes

Information

Connecting People, Information and Processes

SOA environment

85% of business delay

is caused by human interaction

(Gartner)

Alphabet Soup

SIP VoIP T

CO SAP

CS1000 MCS5100 R

OI IP PBX

Rfid SMS/IM UM M

CS

CIC IBM IM IT CS2100

CS2000 LCS OCS SIP

TCP SRTP G711

RT NIC

ACE SOA UC ICA OCS SIP

The important ones

SIP VoIP T

CO SAP

CS1000 MCS5100 R

OI IP PBX

Rfid SMS/IM UM M

CS

CIC IBM IM IT CS2100

CS2000 LCS OCS SIP

TCP SRTP G711

RT NIC

ACE SOA UC ICA OCS SIP

The important ones

• SOA Service-Oriented Architecture (IBM mainly)

• ACE Agile Communication Environment (Nortel)

• ICA Innovative Communications Alliance (Micosoft/Nortel)

• OCS Office Communications Server (Microsoft)

• SIP Session Initiated Protocol (industry standard)

• UC Unified Communications (general industry term)

Unified Communications Gartner report

• Phones – IP telephony and softphones are replacing the PBX architecture

• Audio and visual conferencing– Voice, video and Web-conferencing capabilities are converging

• Instant messaging– Presence for multiple communication methods (rich presence)

with an effective way to initiate live conversations.

• Unified messaging– Integrating voice mail with e-mail

• E-mail– Becoming a knowledge and contact management tool

UC for HealthcareEmergency Response Scenario, Baylor Healthcare

Benefits:Patient wait time cut. Productivity up by 25%.

3

X ray’s are taken &sent electronically to doctor’s mobile PC enabling instant diagnosis to be made

2

System dispatchesorder as Instant Message to Blackberry of available X-Ray technician

Patient requiresan X-ray. Using UC, doctor places order including patient name, condition, and location (RFID)

1

UC for Retail Banking

Customer Service Scenario

2

Branch managerpersonally greetsMr VIP in store.Collaboration sessiontriggered with remotePortfolio Managers

Benefits:

Increase business based on knowing your customer and streamlining process to get all necessary resources available

3

Mr VIP is invitedInto office. VideoConference callWith remote portfoliomanagers and dealsigned

Mr. VIP enters branch.RFID in bank credit cardtriggers SMS/IM to BranchManager and his remote Portfolio Manager

1

UC for suppressing dissidents

China, Police State 2.0

2

Pictures are co-ordinatedwith internet, phones,facial-recognition software,GPS software, credit cardsusing technology supplied United Tech., IBM, Honeywell, et al. Benefits:

The west gets a slice of a business currently running at $4.1B/yr.China gets capitalism without awkward democracy.

3

Mr Li is invitedinto office. Videoconference callwith remote securityofficers and his fateis sealed.

Mr. Li walks in Shenzhen, a city of 12.4m people. He is photographed by one of the city’s 2m cctv cameras and details go to a database built by Cisco and Nortel.

1

Job Done, or Work in Progress?

A long way to go Gartner report

• Some new technologies, such as presence, are not fully understood

• Best practices not well-defined or well-developed

• Many products are still at an early stage and lack functionality

• Enterprises have large investments in existing communication infrastructures that must be preserved

• Some applications and products can be complex to deploy

• The case is often based on hard-to-prove productivity benefits, rather than cost savings

UC Investment Plans

0% 20% 40% 60% 80% 100%

Telephony presence features

Single no. for fixed and mobile

Unified messaging (UM)

Video telephony to the desktop

Mobile extension to the PBX

Video streaming to the desktop

IP contact centres

Instant messaging (IM)

Web collaboration

Deployed now Expect to deploy within 1 year

Expect to deploy within 2 years

No plans N/A

Source: Ovum Research EVUA Study, 2007

Which of the following 'unified communications' applications have you deployed, or do you plan to deploy on your converged network?

Alternative Approaches Gartner report

• Tightly bundled single solution

– Nortel's Multimedia Communication Server (MCS) 5100

– Siemens' OpenScape

– Interactive Intelligence's Customer Interaction Center (CIC)

Separate functions tied together through shared services Cisco and Microsoft solutions.

Middleware which can be used by unrelated applications. IBM Websphere

Oracle

Emerging Products Gartner report

General-purpose, communicator clients voice

conferencing

IM

e-mail

Rich-presence services federating and integrating presence information with location-based services

radio frequency identification

network routers

mobile networks

Intelligent assistants simplify and personalise contact routing, notification and access functions

Notification services based on personal rules, or role-based

able to escalate, or to take action based on a response

Implications for Unified• Way into an enterprise will be through the business rather

than through IT or Comms• IT and Comms will become increasingly intertwined• Huge opportunities and threats

– ($12B market in 2008, Wainhouse, In-Stat, Nov 07)

• Big boys (IBM, Microsoft, Cisco, Nortel) will slug it out– Cisco’s proprietary SONA vs SOA (.Net and Websphere)

• The winner(s) will need local service companies to design, roll out and support

• Flexibility needed, which will favour the small

Nortel Corporate StrategyEnterprise Transformation a Top Focus

• “As the world’s of IT and Communications converge, the opportunity to transform the enterprise with new applications has never been better. However, to succeed in this new environment requires a healthy and thriving ecosystem of partnerships and alliances. No single vendor or partnership can do it all, so developing a broad set of partnerships is key to Nortel’s strategy going forward.”

George Riedel

Chief Strategy Officer

Nortel

Nortel Unified CommunicationsA Vision and Path To The Future

• Evolution of Call Servers

– Unified Communications

– SOA based web services

– Fixed Mobile Convergence

– SIP ecosystem

– Software on commercial servers

– Scalability up and down

• Strong partnerships with Microsoft and IBM

• Services capability

Practical implications

• No more MCS releases

• CS1000 moving to software only

• PBX is just another web service

• Offering professional services, but they are very network oriented

The move towards collaboration

MCS 5100

An Integrated Unified Communications Solution

Conferencing

IM/PresenceClick-Call SOA

Find me –

Follow-me

Unified Client

SIP Core

A Modular Set of UC Applications

MCS 5100 Evolution

Multimedia Communication Server 5100

Nortel Portfolio Elements:

Infrastructure

Applications/ SOA Middleware

Abstraction Layer

ProfessionalServices

Nortel Call Server/

Softswitch

NortelData Products

3rd PartyData Products

3rd PartyCall

Server/Softswitch

MediaServers

3rd

Party ServersNortel

IMS Server

Other Partners

ApplicationDevelopment

Enablement Deployment Consultancy

Nortel Agile Communication EnvironmentWebSphere Application Server

Other Frameworks

Innovative Communications

Alliance

IBMAlliance

Unified Communication Partnerships

IP-PBX

Active Directory

Microsoft

Nortel

UC Desktop

Contact Center &Conferencing

UC-AwareNetwork

Rich contextual communication within business applications

Single directory for Unified Communications

Single Client providing an intuitive and familiar interface for UC

Business grade telephony integration enables to easily enrich interactions to include audio, video & data

Personal and intuitive applications integrated with business grade telephony

Superior QOE, increased reliability, fewer points of failure and forward compatibility

Active Directory

Exchange & Apps.

IP-PBX

Nortel / Microsoft ICABest in class Unified Communications Portfolio

Microsoft Mediation Server

• Why is it necessary?– In deployments where the gateway link is configured for TCP,

translating SIP over TCP (on the gateway side) to SIP over TLS (on the Enterprise Voice side).

– Encrypting and decrypting SRTP on the Communications Server side.

– Translating media streams between Communications Server (RT Audio Codec) and the media gateway (G711 Codec).

Microsoft Mediation Server

• Capacity?Can support up to 14 x 30 = 420 simultaneous calls.

1418Dual Proc/ Quad Core 2.66 GHz, Memory: 2GB RAM 2 x 1 GBit NIC

810Dual processor, dual core, 3 GHzMemory: 2GB RAM 2 x 1 GBit NIC

45Single processor, dual core, 3 GHzMemory: 2GB RAM 2 x 1 GBit NIC

34Single processor, dual core, 2 GHz, Memory: 2GB RAM 2 x 1 GBit NIC

E1T1 Hardware

Nortel / IBM Alliance

• Toolkit approach

Business Optimized Networking

Unified Communications

Consistent ExperiencePerson/Group Productivity

Multimedia ApplicationsAnywhere, Anytime, Any Device

Communications Convergence

Communications Enabled Applications

User InitiatedSimplicity &Effectiveness

Event InitiatedBusiness Productivity

Business Application Convergence

IP Telephony, VoIP

Network ConsolidationTCO &Virtualization

Network Convergence

Communications Evolution

Agile Communication

Environment

Cus

tom

er V

alue

Cus

tom

er V

alue

Communications Enabled Business Processes

Nortel Agile Communication Environment provides a foundation for communications enablement across multi-

vendor and multi-domain networks

Business Optimized Communications

Speed up communications by removing human delay from business processes

User-initiated communications directly from within applications

Event-driven application-initiated communications and notifications

Policy-driven performance service activation through the application

Communications Enabled Applications

User InitiatedSimplicity &Effectiveness

Event InitiatedBusiness Productivity

Business Application Convergence

Headline capabilities: Packaging and productising of Nortel’s Services Oriented Architecture (SOA) environment opening Nortel, and other, PBX’s to be utilised as a web service by any application in the domain

Technical Detail: Exposes communication features into Web Services or SOA environment, enabling them to be incorporated into IT applications. Enables network-based policies to enrich IT service with optimised networking

Sales Value: The Nortel ACE not only enables long-term UC conversations at the CxO level within organisations, it allows Nortel to provide services to non-Nortel telephony installations

Customer Value: Enterprise application users such as SAP, Siebel, Oracle, etc, can add Nortel UC to improve communication and reduce human latency

Availability: May ‘08

Agile Communications Environment (A.C.E.)

Making Average Programmers Communication Experts

ACE

ThirdPartyCall Service

SIP Adapter

MakeCall (userA, userB)

INVITE (From: AppCore To: userA)Call IDTRYINGRINGINGOKACK

INVITE (From: AppCore To: userA)OK

REFER (To: userB)TRYING

ACCEPTEDNOTIFYOK

BYE (userB)OK

Simple invocation in a XML Notation makeCallSession(A, B)

Sample Web-Services

updateUserProfile

removeBuddyFromUserProfile

addBuddyToUserProfile

queryUserProfile

removeUserProfile

createUserProfile

userLogout

Used to manage user data on the system and interact with application. For example, a portal application can have a user login to their IBM Lotus Sametime instant message service which would project the availability to all subscribers (ACE and Sametime).

userLoginProfile

setLocation

Used to get a users physical location (latitude and longitude)

getLocationLocation

(subscribe notify)

Used to get a users Presence Information for all of their devices (phone, Sametime, soft client, MCS)

getPresencePresence

(subscribe / notify)

sendSms

Used to send and receive Instant MessagesgetSmsShort Message

endCall

getMessageStatus

Used to play announcementsplayAudioMessageAudio Call

cancelCall

endCall

getCallInformation

Used to establish voice and video calls between users

makeCallSessionThird Party Call (click to connect)

ACE Components

• Server hardware:• IBM BladeCenter HT Chassis, HS21 blade

– IBM System x3550• HA Configuration requires APC MasterSwitch

• Operating System:• Red Hat Enterprise Linux

• HA Configuration uses Red Hat Cluster Suite

• Application Server Middleware:• IBM WebSphere

• + EJB3 feature pack

• Database:• remote: any SQL database• MySQL

ACE Pricing

• Nortel Agile Communication Environment – $138K MSRP - Base Software (Per Server includes: Basic Adaptors

and Click to Connect)

• Software Options– $116 MSRP - Sametime Service (Per User)– $30 MSRP - Location Service (Per User)– $38 MSRP - Presence Service (Per User)– Others…

• SRS-Plus – Maintenance and Software Renewal• Other Services

– Installation Services– Custom Application Development– Managed Services

• Hardware must be purchased in Addition.• Integrated into EC at GA

Status - Magic Quadrant Gartner

report

IBM Strengths Gartner report

• Unified Communications and Collaboration (UC2)

• Multiple communication servers and business applications with a consistent user interface

• Multiple vendor services can operate with its middleware

• different types of clients can be consolidated with the Sametime client,

• Extensive experience in delivering and enhancing business applications

• Able to deliver communication as part of an application rather than as a stand-alone solution.

An extensive network of partners and the ability to deliver professional services.

Particularly valuable for enterprises with IBM Lotus Notes and Sametime

Particularly valuable for enterprises planning a WebSphere-based communication architecture.

IBM Cautions Gartner report

• The portfolio is still evolving as the solution and partnerships mature.

Ties directly to the growth of Sametime and Lotus Notes. Gartner estimates that neither is growing seat share rapidly enough

to encourage widespread adoption, although Sametime does have

a strong installed base.

Two incompatible approaches a multivendor middleware communication solution

IBM's own communication application suite.

Microsoft Strengths Gartner report Microsoft is a strong company

Partners that can deliver value-added products

professional services

wide distribution.

Strategic partnerships for live voice, IP and PBX

Parts of portfolio are very mature (e.g. e-mail)

portfolio is quite complete, with partnerships in weaker areas

An established base of desktop applications and experience in graphical user interface design

Enterprises with Microsoft applications already in place will understand the

UC portfolio

Microsoft Cautions Gartner report

The telephony functionality is new to the market. Live communication functionalities, such as video, frequently take

several years to mature to the desired levels of reliability, quality of voice service and scalability.

Requires solution integrators with different skills than are available from some current Microsoft channel partners.

Overly optimistic marketing materials for live communication functions

Some new telephony functions, such as soft telephony and unified messaging, are available as mature products through

other vendors.

Nortel Strengths Gartner report

• Comprehensive solution based on the MCS 5100 and CS 1000

• Work well within an integrated third-party environment

– particularly with Microsoft LCS and OCS environments.

• The Nortel-Microsoft ICA provides tight integration of their respective portfolios

– provides Nortel with access to a new base of prospects

– provides Microsoft with a strengthened telephony portfolio

• Attractive to companies with Nortel deployments

• Attractive to companies wishing to evaluate a Microsoft UC solution

Nortel Cautions Gartner report

Past corporate financial problems weakened its standing with channels and partners

its overall market position

ICA initiative can cause confusion about the boundary and responsibility split

ICA initiative creates a mutual dependency which at some

point may be difficult (or expensive) to separate

Notes to incorporate (TL)

• Weakness of Mediation Server

• Nortel Prof Services unlikely to handle business analysis (not IT not comms)

• Accreditation bar intentionally set high so most resellers will have to go to an affiliate

• Stop selling telephones, stop talking to IT

• Nortel sales soon software only e.g. CS1000 (well trod path e.g. IBM)

• With IBM typical sale $200K to $250K

• LG phones Microsoft designed and look strange to telephone people

Links

• Www.nortel.com/soa

• www.nortel.com/ace

• Tolly report

• Gartner report

• Etc

How can I reach the right people quickly?

Delayed Communications

How can I speed information flow and decision making across geographically dispersed teams?

Global/Distributed Customers, Partners and Teams

How can I integrate my systems, network and IT?

Disparate, Complex Infrastructure

How can I leverage existing enterprise networks and the Internet to lower communications costs?

High Cost of Communications

Communications in Today’s Workplace

Hyperconnectivity

•Hyperconnectivity is a trend in which anything that can be connected to the network, will be connected, encompassing person-to-person, person-to-machine and machine-to-machine communication

Why UC?Healthcare Example

• Business Drivers– Improve patient care – Increase productivity– Reduce costs

• UC Solution– Presence and instant comms– Patient, staff and equipment

location tracking

• Result– Patient wait time cut in half– Productivity increased by 25%

Custom ClientServices

Web services

Nortel Portfolio Elements: A Comprehensive Framework for CEA

Infrastructure

Applications/ SOA Middleware

Abstraction Layer

ProfessionalServices

Nortel Call Server/

Softswitch

NortelData Products

3rd PartyData Products

3rd PartyCall

Server/Softswitch

MediaServers

3rd

Party ServersNortel

IMS Server

Other Partners

ApplicationDevelopmen

t

Enablement Deployment Consultancy

Nortel Agile Communication EnvironmentWebSphere Application Server

Other Frameworks

Professional Services

Partnerships / Alliances

Agile Communication Environment

Web Service-Enable the Network

Headline capabilities: Packaging and productising of Nortel’s Services Oriented Architecture (SOA)

environment opening Nortel, and other, PBX’s to be utilised as a web service by any application in the domain

Technical Detail: Exposes communication features into Web Services or SOA environment, enabling

them to be incorporated into IT applications. Enables network-based policies to enrich IT service with optimised

networking

Sales Value: The Nortel ACE not only enables long-term UC conversations at the CxO level within

organisations, it allows Nortel to provide services to non-Nortel telephony installations

Customer Value: Enterprise application users such as SAP, Siebel, Oracle, etc, can add Nortel UC to improve

communication and reduce human latency

Availability: May ‘08

Portfolio Highlight

Agile Communications Environment (A.C.E.)

Infrastructure

SOA Applications and Middleware

Abstraction Layer

CustomizationServices

Nortel Call Server NortelData Products

3rd PartyCall Server

WebSphere Application Server

Nortel Foundation Environment

Other Partners

ApplicationDevelopmentEnablement Deployment Consultancy

3rd PartyData Products

Nortel Agile Communication Environment

Communications & NetworkInfrastructure

Enterprise Applications& Process Workflow

Abstraction Layer(Enabling the Apps)

CompositeServices

Value-AddedApplications/Enablers

Nortel Agile Communication

Environment (ACE)Communications Enabled Applications &

Business Processes

Adapters Orchestration PolicyComms.

Components

SwitchIndependentApplications

• SIP Enablement • CS 1000• Microsoft OCS• IBM SameTime• Other

UnifiedCustomer

Experience

• Voice• Web Communication• eMail• SMS Conversion• OutBound• Click to Call

IT Friendly:Software Delivery

Model

• Standard Servers• Data Centre• Web Services • SOA

Open WebServices:

SOA

24:00OPEN

FORBUSINESS

CLOSEDFOR

BUSINESS

??

Nortel Customer Contact Solutions

R&D Go-to-Market

Services

• 600+ customers• In all Microsoft

Technology Centre showcases

• 150 ICA demo centres

• Microsoft Gold Partner• 700+ Certified

Professionals• 40% of total OCS

certifications• 2 x Collaboration

Centers

• Spans voice, data and applications; enterprise & SP deployment models

• Published roadmap to advanced software based solution

ICA

Segmented

Software-based UC platform

Breadth of portfolio

Ease of deployment & management

Single, rich user experienceConverged mobility

Single directory & identity

Investment protection

UC enabled business processes

Open and extensible

CS1000,CS2100/ 2000

App Suite

CS1000,CS2100/ 2000

App Suite

LCS 2005OCS 2007

Exchange UMOffice Suite

LCS 2005OCS 2007

Exchange UMOffice Suite

ADAD

IPPhones

IPPhones Office

Communicator

Office Communica

torMobileClient

MobileClientLegacy

Phone

Legacy Phone CC

Client

CC Client

Integrated

EmailEmail Mobile

Phone

MobilePhoneDesk

Phone

DeskPhone IM

IMConferencin

g

Conferencing

Telephony

Directory

Telephony

DirectoryActive

Directory

Active Directory

Applications

Applications

Telephony System

Telephony System

ICA RoadmapTransforme

dFeature ServersMedia

Gateway

Feature ServersMedia

Gateway

UC ClientsUC Clients

OCS 200x+Exchange+

Office System

OCS 200x+Exchange+

Office System

BusinessProcesse

s

BusinessProcesse

s