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Avaya Delivers One of the First Real-Time Management Solutions forEnterprise IP Telephony Networks


Avaya announced one of the first commercially available remote services that enables businesses to monitor and manage their converged Internet protocol telephony networks - in which voice and data share the same network infrastructure - without disrupting voice service.

Avaya Inc. (NYSE: AV), a leading global provider of business communications software, systems and services, today announced one of the first commercially available remote services that enables businesses to monitor and manage their converged Internet protocol telephony networks — in which voice and data share the same network infrastructure — without disrupting voice service.

The new service, which was designed by Avaya Global Services — the company's worldwide services organization — provides enterprises with a reliable and secure way to manage their IP telephony networks in real time.

Avaya Remote Managed Services for IP Telephony is a software-based service that proactively monitors the relationship between voice and data IP applications, as well as their shared physical network infrastructure, in a holistic way. With this service, businesses can quickly detect and in many cases automatically resolve performance issues at their source, before they can affect network operation. Data networks by nature are dynamic environments, and there are many components that must work together for the network to perform at its best. Maintaining the interrelationships of the components is key to ensuring top performance of IP telephony networks.

The new Avaya solution monitors converged networks by constantly measuring capacity, performance and other key metrics of a healthy network. It uses techniques that are unique in the industry to analyze the root cause of problems, such as high latency, and uses specially developed Avaya software to fix them and learn how to identify them more quickly if they happen again. Over an IP telephony connection, high latency, which is the time it takes for a packet of data to travel from its origin to its destination, can disrupt voice conversations in VoIP applications. Jitter, which is shaky pulses of data that could dramatically degrade the sound of a voice conversation, is another common problem that the Avaya solution can find and eliminate.

IP telephony is a software-based technology that uses Voice over Internet Protocol (VoIP) to transmit voice — and all of the functionality of a business communications network — as data packets over a computer network in a manner similar to e-mail. Enterprises around the world are rapidly adopting this technology, which helps organizations easily and cost-effectively integrate advanced communications applications into a range of business processes.

"You can't manage voice and data communications through the rear view mirror anymore," said Eric Goodness, principal analyst, Gartner. "Today's IP communications are more robust and more integrated with vertical applications. Proactive management is the missing link to accelerating adoption rates of IP communications."

The software and Enterprise Service Platform that comprises Avaya Remote Management Services for IP Telephony were designed to help more companies take advantage of the many advances IP telephony enables — such as increased mobility and productivity for employees and improved service for their customers — by enabling businesses to have a more stable IP telephony network. The remote managed service also helps businesses meet the challenges IP telephony presents to their IT organizations, who need to ensure that voice and data applications sharing the same network and using the same local area network switches, routers and servers are working properly and securely, but may need additional expertise to do so.

"IP is enabling organizations to embed communications into the heart of their businesses," said Peter Licata, Avaya vice president, Managed Services. "Once the decision to incorporate the benefits of IP communications into their processes is made, IT executives face a higher level of urgency in that they need to ensure that voice is always available and that quality of service is being delivered throughout the organization. Monitoring voice and data separately does not provide a complete view of network operations. Unless you monitor the applications as well as the infrastructure, identifying issues that affect network performance is like looking for a needle in a haystack."

Centennial College Reaps Business Benefits Of Managed Services Support
One of the first organizations to reap the benefits of Avaya Remote Managed Services for IP Telephony is Centennial College of Applied Arts and Technology in Ontario. Centennial has an Avaya IP network that includes Avaya media servers and gateways, MultiVantage Communications Applications, an Avaya Call Management System and Avaya wireless access points. The network, which connects more than 42,000 students and four main campuses, provides the school's main voice communications and supports a call center that handles inquiries for admissions, registration and financial aid.

Centennial's IT department worked with Avaya Global Services to implement a remote management system for the college's voice and data network. Because Centennial was able to get the latest remote management tools without having to invest in infrastructure, it eliminated its communications-related capital expense and reduced its total cost of ownership, while enabling 24x7 network reliability.

Avaya Remote Managed Services for IP Telephony is now enabling the school to improve its view of its campus-wide IP telephony network.

"Communications is at the heart of our ability to function as an institution of higher learning," said Lan Nguyen, Centennial's CIO and top officer for IT innovation and partnerships. "With our e-learning initiative, enabling our student population to learn wherever and whenever they choose, and our new Science and Technology Centre, with wall to wall wireless access for students and faculty, we must be sure our network is performing at top levels. We expect that Avaya Remote Managed Services for IP telephony will enable us to reach that goal and make sure that we provide excellent service to our students and faculty."

Avaya's new Secure Intelligent Gateway, a small server style computer which runs the new Avaya Remote Managed Services software, is the core of the managed services delivery Enterprise Service Platform. Innovative packaging gives customers a path, pace and choice, enabling them to supplement their own data network operations center with Avaya voice and data monitoring, add voice management to their data networks, or outsource their entire voice/data and performance management to Avaya. The Avaya solution enables businesses to determine which components of their day-to-day operations they want to manage.

The solution is available now in North America and will be available globally later this year.

Avaya Global Services is currently demonstrating the new solution to channel partners and customers in cities throughout North America, with a dozen cities on the schedule, including:

  • Hartford, Conn. — February 7
  • Boston — February 8-9
  • New York — February 10-11
  • New Jersey — February 14-16
  • Washington, D.C. — February 17-18
  • Atlanta — February 21-22
  • Dallas — February 24-25
  • San Diego — March 1

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications — and distinguished by comprehensive worldwide services — Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site:

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