Collaboration Pod for Hosted Services

Transcription

1 Collaboration Pod for Hosted Services Solution Brief Table of Contents Overview... 1 Introducing the Avaya Collaboration Pod... 2 Collaboration Pod Solution Description... 4 Application Components... 5 Hardware Components... 6 Compute Servers... 6 VMware Compatible... 6 Storage... 6 Networking... 7 Gateway (optional)... 8 Extension Pods... 8 Enclosure... 9 Additional Hardware Components... 9 Management Component... 9 Solution Architecture...11 Endpoints...11 High Availability...12 Application Level and Local Server Redundancy...12 Overview Hosted Communications Services, specifically, Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) represent a large and growing market opportunity for Cloud Service Providers. In fact, according to a report by Frost and Sullivan, 2012 was a landmark inflexion point in the market where North American hosted contact center revenues were greater than on premise product sales (excluding maintenance). From a market sizing perspective, the North American Hosted IP Telephony and UCC Services Market was estimated at $1.42 billion (without access) in 2013, and is expected to reach $3.91 billion in 2017 growing at a 27% CAGR. Additionally, the North American hosted contact center market was estimated at $1.76 billion in 2013 and is expected to reach $3.13 billion in 2017 growing at a 12% CAGR 1. The ability for businesses to purchase communications on a per-user, permonth basis is highly beneficial to companies facing CAPEX cost constraints and IT shortages. Hosted services offer a number of benefits such as a predictable cost structure that can be properly budgeted, the elasticity to be able to add users and add functionality quickly and easily (an example being able to scale up contact center capacity quickly for the Christmas season and then quickly scale it back down again) and the flexibility to choose only what features are needed rather than having to purchase all the current and future capabilities upfront in a dedicated on-premise system. As cloud service providers roll out mission-critical, high value communications services, many are looking to integrated full stack solutions that offer virtualized applications, compute, storage and networking which are managed and supported as a single offer. These solutions offer many values including the ability to get to market faster, simpler, more streamlined management and the ability to deliver a consistent cookie cutter set of services to all subscribers. Geo-redundancy...14 Financing and deploying the Collaboration Pod...17 Summary...17 May, 2014 avaya.com 1

2 Avaya Collaboration Pod Solution Introducing the Avaya Collaboration Pod Designed for rapid, risk free deployment in virtualized data centers / points of presence, Avaya Collaboration Pods combine applications, server, storage, networking and management components in an easy-to-deploy, ready-tooperate package. Shown to deliver more than 50% in savings over traditional server-based appliance and do it yourself deployment models, Avaya Collaboration Pods represent a fully integrated stack solution that eliminates time consuming planning cycles and dramatically simplifies your operational environment. Avaya Collaboration Pods leverage industry-leading virtualization technology from VMware, high performance compute power from HP, storage technology from EMC, and applications and networking from Avaya in a single turnkey solution. With fully integrated management and single support contact, the Collaboration Pod enables cost-effective operation of a full stack solution consisting of these best-of-breed components. The focus of this paper is on leveraging the Collaboration Pod for delivering high value, high margin hosted Unified Communications and Contact Center services. It should be noted that Collaboration Pods can also be configured to support internal deployments / private clouds. avaya.com 2

3 Value Proposition For Cloud Service Providers rolling out hosted services, the Collaboration Pod offers the following values: Ready-made product that has been pre-tested and pre-assembled Instead of committing a significant portion of resources to a long and complex design and testing cycle, deploying the Collaboration Pod allows you to focus on growing and enhancing your core business. As new releases of Collaboration Pod components become available, Avaya assumes the responsibility of validating them to ensure they integrate seamlessly into your environment. Reduce costs TCO analysis shows more than 50% cost savings associated with deploying a fully integrated solution over both appliance and do it yourself type models. Rapid / risk-free deployment The Collaboration Pod arrives on site preassembled and ready to deploy. It is set up and installed by Avaya personnel, including configuring and connecting it your network, installing Avaya Aura Platform virtualized applications and optionally, configuring gateways and IP handsets. These services eliminate the need for your employees to spend time on racking, assembling, cabling and provisioning tasks. Virtualized solution The Collaboration Pod utilizes VMware Hypervisor technology to help you reduce infrastructure costs and time to deployment. The solution also incorporates Avaya s industry-leading network technology to simplify network management and to facilitate the unrestricted movement of virtual machines. Fabric-enabled The Collaboration Pod is equipped with Avaya Fabric Connect (based on enhanced Shortest Path Bridging (SPB)). With Fabric Connect, you can interconnect multiple Collaboration Pods and Extension Pods, allowing resource sharing and unrestricted movement of virtual machines without complex provisioning. Scalability Collaboration Pods come right sized to your user application requirements. If you need more users or new services, you can add additional instances of the virtualized applications or add Avaya Extension Pods. This effectively allows for unlimited scaling of the solution. Best of breed components Rather than being a single vendor stack, the Collaboration Pod is comprised of the leading technologies from a variety of vendors. Along with Avaya s own leading edge Unified Communications and Contact Center applications and Fabric Connect technology, it incorporates HP s high performance compute servers, VMware s virtualization software and EMC s VNX storage arrays. High Availability (HA) The design of the Collaboration Pod incorporates HA, preventing any impact to performance in the event of an independent component failure. Redundant hardware is complemented by Avaya Aura Platform survivability features and VMware business continuity tools. Geo-redundancy is also supported. avaya.com 3

4 Flexible configurations Rather than rigid, fixed configurations, Collaboration Pods are tailored to the needs of the customer. Customers can choose the UC/CC applications for their Collaboration Pod solution. The appropriate amount of compute, storage, gateway and networking resources will automatically be built into their solution. As service needs evolve, new applications and additional resources can be seamlessly added without reegingineering the solution. Simplified management All administrative functions to manage, upgrade and provision the components within the Collaboration Pod are consolidated in the Avaya Pod Orchestration Suite (POS). This suite of tools delivers a comprehensive orchestration layer for the Collaboration Pod with specialized fault and performance dashboards, automated virtualized software upgrades, real-time views of components in the Pod, and more. Single call support Even though the Collaboration Pod incorporates best in class components from multiple vendors, Avaya is your single point of contact for every component. Advantages of Avaya s hosted services offerings on the Collaboration Pod: Enables a wide addressable market: This includes UC, CC, Government, large businesses to small. The solution also offers the ability to promote both on-premise as well as hosted services with a single architecture, allowing for consistency of features across both services. Simplified subscriber management: Avaya Control Manager offers hierarchical and granular role-based access for provisioning and administering services for users and tenants. Tenants can be added and changed quickly and easily. Comprehensive usage monitoring, reporting and billing is also provided for both the Cloud Service Provider and the customer through webbased portals. Support for multi-tenancy as well as multi-instance: Cloud Service Providers have the option of deploying a multi-tenant offer for their customers, a multiinstance offer for larger customers requiring enhanced security and even a mix of both. Range of financing / deployment models: Avaya Collaboration Pods can be purchased through traditional CAPEX deployment models or through OPEX models via a range of managed / outsourced options. Financing and even renting are also available through Avaya authorized partners. Ability to add new functionality without reengineering: As your service needs evolve, new virtualized applications can be added seamlessly to the existing Collaboration Pod environment. In some cases Extension Pods may be required for additional compute, storage or gateway resources. Ability to leverage the Avaya brand: Cloud Service Providers have the option of creating their own branded communications solution or leveraging the Avaya brand for further mindshare and awareness. Collaboration Pod Solution Description The Collaboration Pod offers a complete turnkey solution for providing hosted UC or CC services that can then be sold to end customers. It is a complete stack solution offering fully-integrated applications, computing, storage, networking gateways and centralized management. avaya.com 4

5 Application Components At the heart of the Collaboration Pod is the Avaya Aura Platform suite of applications supporting VMware virtualization. Available in both UCaaS and CCaaS model variants: Avaya Aura Communication Manager (CM), an open, extensible IP telephony platform supporting both SIP and non-sip environments. It delivers over 700 PBX features, high reliability and scalability, advanced productivity and mobility features with built-in capabilities that include ACD (CC Elite), conferencing and contact center applications and supports a wide range of servers, gateways, and analog, digital and IP-based communication devices. Avaya Aura Session Manager (SM), enabling a distributed system featuring multi-vendor integration, centralized dial plans and user profiles, easy centralized SIP trunking and on-net call routing, and enhanced scalability and security. Avaya Aura System Manager (SMGR), a common management platform providing centralized management for provisioning and administration. Avaya Aura Messaging (AAM), a unified messaging solution that manages , voic and fax messaging on your device of choice, including tablets, smart phones and laptops. Avaya Utility Services (US), utility applications that support or enhance the components of an Avaya Aura solution. These utility services include MyPhone and Call Detail Recording. Avaya WebLM, a web-based license manager providing licensing services for any Avaya Aura application. Avaya Secure Access Link (SAL), Avaya s standard remote connectivity methodology for Avaya Aura solutions. Secure Access Link provides functionality, risk mitigation and ease-of-service that speeds resolution time and brings control to remote connectivity. Available in UCaaS model variant: Avaya Aura Presence Services (PS) a scalable, high performance presence aggregation service that collects and disseminates rich presence information from Avaya and third party sources, enabling users to view availability and to make contact when needed. Available in CCaaS model variant: Avaya Aura Application Enablement Services (AES) a set of enhanced telephony APIs, protocols and web services available to developers. They enable off-the-shelf and custom integration with hundreds of communications and business applications such as Microsoft Office Communicator, Microsoft Lync solution and IBM Lotus Sametime as well as a broad range of contact center, call recording and click-to-call applications. Avaya Aura Call Center Elite (CC Elite) deploys hosted services functionality on Communication Manager, including agent selection (skills-based routing), advanced call vectoring (conditional routing), load balancing across multiple sites, and locally sourced music and announcements (to save bandwidth). avaya.com 5

6 Elite Multichannel provides Avaya hosted contact center customers with the ability to add multichannel capabilities to their contact center deployment. Elite Multichannel utilizes the same routing and reporting applications as Call Center Elite, allowing businesses to add , web chat or SMS/text channels to their environment simply and without disruption. Avaya Aura Experience Portal (AEP) a SIP-based solution for orchestration and automation of inbound and outbound customer interactions. Call Management System (CMS) provides the information and management capabilities, through powerful reporting and administration tools, to monitor and analyze the performance of the contact center operations. Workforce Optimization (WFO) provides tools to ensure the contact center and enterprise have the right workforce and skills and are doing the right things to achieve their corporate objectives. Avaya Call Recorder (ACR) provides an efficient and scalable voice recording platform. Hardware Components Compute Servers VMware Compatible Avaya uses high-powered, VMware ESXi compatible servers from HP within the Collaboration Pod. These high performance servers are designed to be fault tolerant and provide computing resources for large scale solutions. The servers come pre-loaded with VMware vsphere (ESXi), the Avaya applications and the management / orchestration applications. They are configured in a VMware High Availability cluster and can be replaced or added to the cluster without downtime. The number of servers deployed is based on individual solution need and flexibly addresses capacity and service requirements. Storage EMC VNX storage array In order to store, protect and manage data and for backup and recovery, virtualized applications require a storage array. The Avaya Collaboration Pod leverages the EMC VNX product line, their mid-tier unified storage solution. Providing full redundancy with dynamic failover/failback plus the ability to perform in-service hardware and software upgrades, this powerful system contributes to the Collaboration Pod s overall reliability. The EMC storage array can be managed through EMC s Unisphere management software, which provides dashboards and reports for the EMC storage array. This management software can be further integrated into VMware vcenter management via APIs to synchronize storage set-up with the virtualized applications. avaya.com 6

7 Networking The Collaboration Pod leverages the Avaya Virtual Services Platform 7000 for top-of-rack data center switching. This innovative, highly reliable platform offers high-density 10 Gigabit Ethernet connectivity with dual high-speed interconnect ports able to run at speeds up to 640 Gbps. These high-speed ports can interconnect multiple Collaboration Pods and/or Extension Pods into clusters to enable resource sharing among them. The Collaboration Pod also leverages the Virtual Services Platform 4850 for Layer 2 aggregation within the Pod itself. Collaboration Pods and/or Extension Pods Interconnected with VSP 7000 Resource sharing between Pods Collaboration Pods with Avaya Fabric Connect The Collaboration Pod Virtual Services Platform switches support the Avaya Fabric Connect technology, one of the industry s most fully featured network virtualization technologies. Fabric Connect is based on an enhanced implementation of the IEEE/IETF standard, Shortest Path Bridging. This technology offers significant benefits to the Collaboration Pod deployment: Ability to extend the clustering ability across the Wide Area so that customers can disperse applications across multiple locations for geographical redundancy. Ability to easily support unrestricted virtual machine mobility (across subnets and across geographically dispersed data centers) through simple end point provisioning. Improves performance of real-time applications with the shortest latent path dynamically created between source and destination. Greater network agility with the ability to deploy services quickly by provisioning each end point. The network core does not need to be reconfigured to deploy new services or change existing services. Simplifies networking by being the only network virtualization technology on the market that supports L2/3 virtualized services with integrated routing and multicast with a single protocol. Supports isolation of each tenant s traffic over the backbone. avaya.com 7

8 Gateway (optional) The Avaya G450 Media Gateway seamlessly integrates traditional circuitswitched and IP-switched interfaces. Depending on design requirements, gateways can be deployed either within the Pod, in Extension Pods or on customer premises / closer to endpoints. The number of gateways required in a deployment can vary and is dependent on the customer s requirements. Session Border Controller (optional) The Avaya Session Border Controller for Enterprise provides industry-leading risk mitigation for Unified Communications solutions, helping to protect against toll fraud and malicious attacks. It can also be used to provide signaling interworking, remote worker support, NAT traversal, quality of service and admission control. The number of session border controllers is based on the customer s capacity, redundancy and services requirements. Extension Pods Extension Pods are used for additional gateways, storage and compute servers. All Extension Pods have two top-of-rack (Avaya VSP 4000 or VSP 7000) and one management-proxy server, plus whatever resources are required for the deployments. Due to the unique capabilities of the VSP top-of-rack switches, Extension Pod resources are a true extension of the Collaboration Pod itself. Low latency switching of traffic between the Collaboration Pods and Extension Pods is delivered with simplified provisioning (end point only) to support virtual machine mobility between host servers. Extension Pods are flexible and can be used for additional compute, storage or gateway resources (including any mix) or can be used to deploy other userdefined applications. avaya.com 8

9 Collaboration Pod example physical layouts Enclosure Each Avaya Collaboration Pod and Extension Pod comes in an Avaya branded enclosure. This enclosure is self-cooling, preventing the need for any external cooling devices. It also offers 6 power distribution units offering complete power redundancy. Additional Hardware Components Other supporting services may be required, for example, firewalls and network load balancers 2. Management Component The Avaya Pod Orchestration Suite (POS) is the orchestration layer for the Avaya Collaboration Pod. Arguably the most important component within the Pod, orchestration is the key to simplifying today s complex data center environment and to reducing ongoing operations costs. This powerful suite of tools provides single sign on, consistent look and feel, specialized fault and performance dashboards, remote physical views of the Pod, and more. Specific functionality provided by the Pod Orchestration Suite includes: avaya.com 9

10 Real-time Health Monitoring Dashboard: Through a GUI-based representation of the Pod, status indicators show the real-time health of the Pod components and enable administrators to drill down quickly for detailed fault and performance information. Fault and Performance Management: The Fault and Performance management component of the Pod Orchestration Suite enables network discovery, topology visualization, and performance and fault management for all Pod elements. Configuration Management: Configuration Management tools are available for network devices, Avaya Aura virtual appliances and the EMC storage array. Intuitive workflows make it easy to drill down into any configuration tool. Application Flow Analysis: This tool lets administrators monitor, view and diagnose problems and resource consumption at the application level. vmotion Synchronous Switch and Storage Provisioning: Helping ensure that networking and storage resources are provisioned appropriately, this capability enables alerts to be received from VMware vcenter when new VM activations, deletions or moves occur. Policy Control: Avaya s Identity Management system provides identity-based network, BYOD and guest access. Using role-based access controls and customized rules, different user types (for example, employees, contractors and guests) are allowed different levels of access to the Collaboration Pod applications. Pod Utility Manager: Tailored for the Collaboration Pod environment, this tool automates the update and deployment of virtual applications on the Pod. It automatically recognizes if upgrades are needed and can perform techless upgrade of the virtual application environment across the Collaboration Pod. This helps avoid applications downtime by eliminating error-prone manual processes. Pod Management Console Server: The Management Console Server automates the deployment of additional virtualized applications on the Collaboration Pod, out in the field. It allows users to seamlessly add applications to their existing Collaboration Pod deployment as their service mix changes. Multi-Tenant Administration Avaya Control Manager features a broad array of centralized security features, including the ability to apply roles-based permissions for every object administered. Avaya Control Manager s multi-tenancy function allows every object that is administered to be assigned to a tenant and provisioned to the relevant Avaya system based on its administered location. System transparency is maintained as well as customer risk mitigation. Avaya Control Manager also supports complete Active Directory integration with single sign on functionality. It can easily be implemented and operated by non-technical personnel, effectively returning control from your Information Technology professionals to the contact center leaders and line of business managers who use and rely on the solution on a daily basis. avaya.com 10

11 In a UCaaS environment the solution delivers: Administration and provisioning of services per tenant End user self-care administration Third party integration capabilities (OSS integration / APIs) In a CCaaS environment the solution delivers the added benefits of: Usage tracking and billing for Contact Centers Visual Call Flow Designer for Contact Centers Self-service IVR Support Solution Architecture The Collaboration Pod for Hosted UC and CC Services has a versatile state-ofthe-art design, making it suitable for multiple types of solutions within the same environment. It has fully resilient, connection-preserving stacks on a per customer basis. Implementation generally consists of dual Collaboration Pods hosted across two geographically separated data centers. Each stack has its own virtualized servers (or multiples thereof) for resilience in case of failure of the underlying hardware. In the case of an active application failure, the standby instance of the failed application takes over operations. The architecture of Collaboration Pod for Hosted Services allows Cloud Service Providers to implement multiple customers on a single software instance by partitioning the virtualized infrastructure and networking. This approach allows providers to leverage resources from the solution. Multiple customers connect through the session border controller and produce separate network traffic for each customer network. The CCaaS and UCaaS solutions on the Collaboration Pod allow for different tenant settings between locations. The figure below shows the Collaboration Pod integrated solution design. avaya.com 11

12 Endpoints The CCaaS and UCaaS solutions can support both SIP and H.323 for call processing and media-related traffic. Session Manager is the core element providing routing and connections for all SIP/H.323 entities including endpoints and agents. In a CCaaS environment specifically, combining endpoint capabilities with the power of Elite Multichannel allows contact center agents to receive and reply to work items from customers who make contact by telephone, , web chat, or SMS/text. High Availability The Collaboration Pod has been designed from the ground up to ensure highavailability, non-stop operation. Its design incorporates both hardware redundancy and software resiliency features intended to ensure continuous operation even in the worst-case scenario. Hardware Redundancy Hardware is designed so that in the event of an individual component failure, the Collaboration Pod will continue non-stop operation. Networking equipment, connectivity and power are redundant: Redundant routers and switches Multiple Power Distribution Units (PDUs) designed for separation of power sources Redundant 1 Gig /10 Gig connections to data center routers/switches Redundant storage and high availability storage networking: Redundant 10 Gig paths to redundant networking devices Raid resilient configuration preventing data loss for drive failures Compute servers in a VMware high availability cluster: Servers leverage dual power supplies across different PDUs Raid resilient drive configuration ensuring server operation Additional redundancy options: Media gateways Session border controllers Application Level and Local Server Redundancy Local server redundancy is incorporated into the Collaboration Pod architecture to deliver application resiliency in the event of a server failure. Leveraging Avaya Aura Platform survivability features combined with VMware vcenter management features, this design provides a highly resilient solution for Avaya virtualized applications. avaya.com 12

13 The following scenario lays out how this solution works using an example Collaboration Pod UCaaS configuration. In this example, the system includes three servers provided and supported by Avaya running VMware vsphere. (Please note that the number of servers can vary depending on the customer situation.) Avaya virtualized applications are distributed across the servers as follows: Host 1 includes the Avaya Pod Orchestration Suite, Avaya Control Manager and vcenter to monitor all Pod components as well as the subscribers/ tenants. Host 2 supports the following Avaya Aura applications: Communication Manager (primary), Session Manager (primary), AES, Utility Services and WebLM. Host 3 includes Communication Manager (secondary), Session Manager (secondary), System Manager and Presence Services As shown in the layout, the system is designed to support Communication Manager software duplication and Session Manager active-active redundancy; the backup applications are in place on Host 3. If a failure occurs with Host 2, the primary Communication and Session Managers are lost for call processing. Since the system incorporates software duplications and active-active redundancy, the call processing is preserved by the secondary instances of these two applications in Host 3 as shown below. For the other applications beyond Communications and Session manager, VMware HA kicks in and the applications are automatically migrated from the failed host and restored to normal operation on Host 3. avaya.com 13

14 As shown in the final diagram below, the Collaboration Pod utilizes VMware HA to automatically restore operational instances for CM and SM whenever a switchover to a secondary new server is needed. In this example, CM and SM instances have been migrated to Host 1 restoring the applications to normal operation and application redundancy is restored. The Collaboration Pod elegantly allows Avaya Aura Platform product high availability to be fully restored after a server failure. The survivability options inherent in Avaya Aura are complemented by the system resource management features included in VMware. Geo-redundancy The Collaboration Pod architecture also supports multi-pod, geo-redundant architectures. This includes multiple data center configurations. This is possible due to high availability features inherent in both the Avaya Networking and Avaya Aura Platform products integrated into the Collaboration Pod. avaya.com 14

15 The Fabric-enabled Avaya Virtual Services Platform 7000 top-of-rack switch provides both high-density 10 Gbps Ethernet server connectivity as well as high-speed fabric-enabled interconnect links. This enables a transparent scaleout solution across multiple sites. Multiple Collaboration Pods and/or Extension Pods can be interconnected via the VSP 7000 s high-speed links which leverage Avaya Fabric Connect technology (based on IEEE 802.1aq Shortest Path Bridging) for scaling and resource sharing. The Avaya Fabric technology effectively transforms the Data Center network into a dynamic, self-aware utility. Instead of applications tied to a single server or rack, Fabric Connect allows the seamless transfer of workloads across geographical boundaries. It eliminates the complex provisioning models normally required to support virtual machine mobility, while helping ensure that the network remains free from configuration errors and loops. This architecture also synchronizes the network to the compute environment using Collaboration Pod integrated management tools to automate network provisioning when virtual machines migrate between physical servers. To understand how all this works together, let s look at a dual data center Collaboration Pod architecture as shown below: In this example, both data centers support Avaya Aura Platform virtualized applications within the Collaboration Pod. With the survivability features inherent in both the Avaya Aura and Avaya Networking products integrated into the Pod configuration, the example shows how redundancy can operate across geographically separate data centers. Geo-redundancy offers the ability to have backup instances of the key Avaya Aura applications not only in a separate server host cluster but in a completely separate data center, geographically removed from the main data center. The design supported by geo-redundancy adds value by offering a solution that maximizes system availability for catastrophic failures. When a single location is no longer available, this architecture will provide a backup communications solution from another Data Center across towns or across states. avaya.com 15

16 The figure below shows this principle, with the Collaboration Pod in Data Center 1 being the primary solution and in normal operation. If Data Center 1 experiences a failure, the survivability features of Communication Manager, Session Manager and System Manager become active in Data Center 2, restoring normal operation as shown below. The Collaboration Pod in Data Center 2 takes over management of all functions. End users can continue daily operations with the resources in Data Center 2. avaya.com 16

17 About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit Geo-redundancy is not only present at the data center level; if necessary, Data Center 2 can take over an application that fails in Data Center 1. Once the Data Center 1 application recovers, the two applications transparently return to normal. Financing and deploying the Collaboration Pod Whether you want to manage and operate the Collaboration Pod System within your own environment or fully outsource the deployment, management and operations or any combination in between, Avaya can deliver it. In addition to our Professional Services and Operations Services organizations, we have authorized partners who can work with you on the model that best suits your business requirements. We also offer flexible strategies for financing the Collaboration Pod from the traditional CAPEX model to various OPEX-based managed service/outsourcing models to finance or even rent the Collaboration Pod through authorized partners 3. Summary The Avaya Collaboration Pod complements the appliance-based and software-based deployment options from Avaya that address the rapidly growing Communications-asa-Service market. Whatever your deployment or your business model consists of, Avaya has a solution that meets your needs. 1 Frost and Sullivan: North American Hosted IP Telephony and UCC Services Market: July 2013 and Frost & Sullivan North America Hosted Contact Center Market, September These additional components are not included in the offer and are not supplied by Avaya. 3 Options vary per region. Please contact your Avaya representative for details Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 04/15 DN avaya.com 17