Designing, Implementing and

Managing Converged Voice/Data

Networks

Bruce Hill
Avaya Technical Manager — Convergence and Data Tools

David Raanan
Avaya Director of Enterprise Management Product Development

White Paper

October 2002

Converged Voice and

Data Networks
Customer Relationship
Management
Unified Communication
Supported by:
Avaya Labs and Services
Ta b l e o f C o n t e n t s :

S e c t i o n 1 : Executive Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

S e c t i o n 2 : Introduction: Management Issues in Converged Networks . . . . . . . . . . . . . . . . . . . . . . . . . 1

S e c t i o n 3 : Why Enterprises Adopt Converged Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

S e c t i o n 4 : Issues in Developing Converged Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Voice and Data – Different Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Assessment of Existing Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Planning and Designing the Converged Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Long-Term Network Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

S e c t i o n 5 : The Avaya Approach to Converged Network Management . . . . . . . . . . . . . . . . . . . . . . . . . 5

Step-by-Step process for Managing the Implementation of Converged Networks. . . . . . . . . . . . . . . . . . 6

Assessment of Existing Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Converged Network Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Network Management and Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Avaya Management and Operations Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Maintenance and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Avaya IP EXPERT Tool (IPET) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Network Management by in-house staff. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Avaya VisAbility™ Management Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

VisAbility Management Suite – individual tools and capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Network Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Application Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

S e c t i o n 6 : Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Section 1: Executive Summary

A move to a converged communication network — one that conveys both voice and data in digital form
over a single infrastructure — can help a company more readily meet a number of key objectives. Such net-
works have the potential to provide significant cost savings; to speed decisions by improving the access
employees and customers have to decision makers; and to support applications that link voice and data
together.

Achieving these benefits, however, requires thorough preparation. Not all existing data networks are
capable of meeting the high performance standards required to deliver high quality voice communication.
A host of factors, including limited network bandwidth, restrictions and delay at network nodes and a lack
of quality of service standards, can impair voice quality and prevent the converged network from
delivering the expected results. To mitigate such problems, the organization must assess the capability
and performance of its existing network and then take appropriate actions.

Even before such an assessment, however, leaders of the organization should undertake a serious appraisal
of the technical and human resources available. Does the existing staff have the training and time required
to test and assess the network, rectify any problems, design and implement the new converged network
and manage the new setup?

In many cases, the answer for even a highly qualified information technology team will be no. A team with
its hands full handling day-to-day network operations is unlikely to be able to tackle the added responsi-
bilities of such relatively specialized, intensive work.

In such a case, leadership should consider the advantages of drawing on experienced outside resources.
Whether hired on a project basis to perform the network evaluation, design and installation, or hired long
term to provide continuing network management and maintenance, professional technical resources from
outside the business can add tremendous "bench strength" and contribute the kind of special technical
knowledge required to smoothly design, build and operate a complex converged network.

As one of the largest and most experienced providers of voice and converged networks, Avaya provides a
wide range of professional services for network assessment, design, implementation and management. For
those companies that prefer to handle network management on their own, Avaya provides a highly
advanced suite of network management tools, the Avaya VisAbility™ Management Suite, specifically
designed for converged voice and data networks.

Section 2: Introduction — Management Issues in Converged

Networks

This paper outlines key issues that face enterprises as they plan for, implement and operate converged or
multiservice networks----those that carry both data and voice communications on a single network
infrastructure.

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We will also discuss the capabilities available in Avaya’s product line and professional services portfolio to
address these issues and help managers build and run converged networks that meet the highest standards
for quality and performance.

Section 3: Why Enterprises Adopt Converged Networks

In today’s challenging economic conditions, managers must take every possible step to cut costs. At the
same time, competitive pressures demand that they invest to speed decision-making, strengthen customer
service and increase efficiency. Converged networks promise benefits in each of these areas.

• Cut Costs – Stated simply, one network should cost less than two. Operating a single network in place
of separate networks for voice and data has the potential to reduce infrastructure investment and
administrative costs. Internet Protocol (IP)-based networks can reduce the cost of managing endpoint
moves and changes, and help cut public network toll charges.

• Speed Decisions – Unified communication applications give decision makers instant access to the
most current information consolidated from all sources — including voice mail, e-mail and images
(fax) — and made available by phone or computer to any location, to help managers make the best
decisions faster.

• Strengthen Business Relationships – Converged networks make it easier to bring together Web,
e-mail, and live voice communication and customer account data at the service agent’s desk. IP
networks economically tie distant work groups and home-based agents into the organization’s
operations. Ebusiness systems using converged networks can link enterprises more tightly to
suppliers as well.

• Increase Efficiency – Based on open industry standards, IP-based converged networks make it easier
to combine products from multiple vendors in the same network without worrying how vendor-
specific proprietary protocols will interoperate. Standards-based converged networks also enable
network managers to readily integrate voice and data applications.

As organizations depend increasingly on electronic commerce, they require the highest performance and
reliability standards for both voice and data.

Converged networks can be efficient and productive, but their central importance to the enterprise places
new burdens on the information technologies (IT) manager to ensure that network elements deliver voice
and data with quality and reliability, and capture the potential converged networking offers to help voice
and data applications interoperate.

It’s no exaggeration to say that the future of an enterprise can depend on successful implementation of a
converged network strategy. Therefore it’s essential that IT managers undertake the entire network devel-
opment cycle, from evaluation of the existing network through network design, implementation of the
converged network and ongoing network management and operation, using the most experienced and
capable support resources and the highest quality tools and management systems.
Because of their complexity and special performance requirements, converged networks require managers
to adopt a step-by-step approach in planning for and resolving network management issues. Effective net-
work management begins long before a converged network is ever constructed, and continues through
implementation and long-term network operation.

Section 4: Issues in Developing Converged Networks

IT managers must consider a number of issues as they begin the network development process. Following
is a brief overview of some of the most significant concerns.

Voice and Data – Different Requirements

Managers must understand and deal with the differing performance requirements of voice and data com-
munications. As a real-time medium, voice requires that voice packets traveling across the network
encounter minimal delay, minimal packet loss and minimal "jitter," or variation in delay.

Successful data communication, on the other hand, can tolerate higher packet loss, and significant packet
delay is usually acceptable for data applications. Data packet loss is customarily dealt with using transmis-
sion control protocol (TCP), which enables an application to be shielded from packet loss by ordering
missing data packets to be transmitted again, something that voice applications don't have the luxury of
doing. In a converged network transporting both voice and data, these differing performance requirements
cannot be allowed to impair the performance of either voice or data.

Adding voice to an existing data network brings a new need to monitor and manage network performance
characteristics that impact voice. CoS (Class of Service) marking of traffic makes it possible to distinguish
high-priority traffic like voice from lower-priority traffic such as data. Network Quality of Service (QoS)
policies use these priority-marking systems to ensure voice packets receive appropriate handling by
network equipment, so that voice application QoS standards are met.1

Assessment of Existing Network

Before implementing a Voice over Internet protocol (VoIP) application, managers need to clearly under-
stand the capabilities of their current network infrastructure. Without significant upgrades, some existing
data networks are simply not capable of carrying the additional traffic of voice communication and
providing satisfactory quality.

Some existing circuit-switched voice servers may be reusable to handle call processing in the converged
network, producing more value from the investment in those servers and reducing the overall project cost.
Other equipment could be simply impossible to integrate with IP networks.

Routers and nodes that perform up to expectations with existing data streams may, when processing high
volumes of additional voice traffic, introduce so much processing delay that voice quality fails to meet the
standards imposed by one of the most demanding test instruments of all, the human ear.

1
An Avaya white paper, "A Guide for Ensuring Service Quality in IP Voice Networks" http://www1.avaya.com/enterprise/whitepa-
pers/lb1746.pdf details voice over Internet protocol (VoIP) quality issues and their resolution.

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Communication without boundaries
boundaries
Network managers thinking about adding VoIP to their existing data network should conduct a thorough,
professional network analysis to document the existing network layout, assess the capabilities of network
links and devices, determine the network’s ability to handle VoIP requirements and understand what
investments might be required to achieve required performance.

Planning and Designing the Converged Network

Network assessment should be followed, if necessary, with a network redesign aimed at optimizing
network performance to deliver required applications to all of the locations that require them. The new
network design should be based not on what’s already in place, but on a careful assessment of the business
strategy and needs of the enterprise, its suppliers and its customers. Some questions to consider:

• Looking ahead, how will the organization use eBusiness technologies such as electronic purchasing,
Internet sales and Web-based account service?

• How can the enterprise strengthen business continuity in case of emergency by creating redundant
operations and backup facilities connected to other sites through the network?

• How will the organization use productivity-enhancing applications, like Unified Communication, that
leverage the ability to make voice and data work together?

• Can customer service agents be located at remote sites or at home, to reduce expenses, cut turnover
and enhance employee satisfaction?

• How much can the enterprise reduce public network tolls by configuring its converged virtual private
network (VPN) to carry voice traffic?

• How can employees on the road use the converged network to access the comprehensive
communications resources of a distant headquarters office?

• How effectively does the new network design enable future expansion and the addition of tomorrow’s
applications?

Long-Term Network Management

After implementation, IT managers have a fundamental choice to make regarding long-term management
of the network:

• Do it with on-staff resources, or

• Outsource the work to a professional services organization.

In making the decision, managers have to consider a number of underlying issues.

• Converged networks are complex. They support a variety of applications that interact extensively with
each other. The reliable performance of these networks and applications is essential for business
success. Network managers and administrators must be highly skilled and experienced to reliably
deliver top performance.
• Managers and management systems must be capable of dealing with the multiple types of devices
found in modern converged networks. They have to handle conflicting performance characteristics
and accommodate network QoS policy management.

• Because converged networks often contain products from multiple vendors, management systems
must be compatible with a variety of products.

• Restrictions on staffing levels make it impossible to overcome problems with large numbers of people.
Therefore management systems have to be easy to use, providing a unified view and common
interface to a variety of network management tools. Limited resources also make it smart to consider
systems capable of remote monitoring and management.

In most cases, for enterprises to realize the cost savings possible with converged networks, network
management tools must enable efficient, cost-effective long-term network administration in three areas.

• System Management tools to administer endpoint moves, adds and changes; configure distributed
networks and campus environments; and manage performance in converged networks.

• Network Management tools to simplify the task of managing complex enterprise networks, with
network-wide switch management; policy management to ensure voice traffic receives high priority
transport; and tools to monitor the performance of the VoIP network.

• Application Management tools that link directory information in multiple applications so that
directory changes can be made once, and automatically implemented consistently across the network.

No matter which solution the IT manager chooses — network management by outside professionals or by
in-house staff — Avaya has resources to help the customer succeed in the whole process of network assess-
ment, design, implementation and operation. Avaya’s Enterprise Class IP Solutions (ECLIPS) are designed
to take maximum advantage of sophisticated network components and network design. In addition, Avaya
ECLIPS and multiservice network devices provide capabilities that make the voice application less
demanding of resources in an enterprise network. These two design principles allow managers a great
deal of flexibility as they design and manage their converged networks.

Section 5: The Avaya Approach to Converged Network

Management

Avaya supports network managers with both a professional network services organization and with net-
work management applications available for customer use.

Avaya has developed a variety of network management tools designed to help Avaya Services profession-
als assess, design and successfully operate converged voice and data networks. Avaya technicians use tools
specially designed for network assessment, troubleshooting and management. When performing Avaya’s
network analysis service, for instance, they use a two-step approach.

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A customer infrastructure readiness survey (CIRS) provides a quick determination of whether the
customer’s network is ready for converged voice and data. A more intensive Network Analysis/Network
Optimization (NANO) provides a detailed examination of network performance and recommendations for
fixing any shortcomings. In this stage Avaya technicians use Avaya’s EXPERTNetSM VoIP Assessment Tool
to determine whether existing data networks are ready for voice, and pinpoint elements in the
network that may hamper performance quality.

They use other tools to monitor ongoing network performance, diagnose problems and assist in restoration
of service. These include the Avaya™ IP EXPERT Tool, as well as the capabilities built into Avaya
MultiVantage™ Software that enable network devices to diagnose their own performance and
automatically report troubles.

For customer use, Avaya has brought a number of network management tools together in a network
management offer called Avaya VisAbility™ Management Suite. The suite incorporates applications in the
three major areas — System Management, Network Management and Application Management. Tools
within the VisAbility Management Suite feature a common graphical user interface, to make the system
user friendly and easier to operate.

Step-by-Step Process for Managing the Implementation of Converged Networks

Avaya recommends that the development and management of converged networks follow a logical series
of steps :

Step 1 – Assessment of existing network

Step 2 – Network design for convergence

Step 3 – Implementation

Step 4 – Management and administration

Step 1 — Assessment of Existing Network

Avaya highly recommends that the network development process begin with a professional network
assessment. Network assessment provides baseline information on network elements, network links,
current network performance and network readiness to handle IP Telephony traffic. With this information
in hand, IT managers can identify elements that require adjustment or replacement and move confidently
into the network design phase.

Avaya’s Network Assessment Services consists of two distinct phases: 1) the Customer Infrastructure
Readiness Survey (CIRS) and the Network Analysis Network Optimization (NANO) Service. Depending
on the results of the initial CIRS survey, the Avaya team may recommend the Phase Two network analysis.
 Customer Decision Support Process
Am I ready for Voice over IP?
Network & Application
The answer is derived from performing a: Implementation
Services
Customer
YES
Infrastructure
Readiness Survey
(CIRS)
NO

Network Analysis Network Optimization (NANO)

Illustration 1
The customer decision support process begins with the Customer Infrastructure Readiness Survey and continues with a Network Analysis
Network Optimization study, if initial survey results indicate.

Phase 1 - The Customer Infrastructure Readiness Survey

The CIRS offer is designed to provide an evaluation of the customer's current environment focused on the
maximization of available resources, and to determine whether additional resources are required to
support the proposed IP Solution.

To perform a CIRS, a customer must complete a Site Configuration Survey (SCS). An assigned Avaya
Professional Service Engineer can assist with completion of the survey. Once the survey is completed, the
PS Engineer will perform an analysis of the data. The analysis helps determine where to deploy a Protocol
Analysis software application tool that measures specific network performance metrics.

The Protocol Analysis software is deployed in the network to capture additional data that is used by the
Avaya Engineer for further analysis of the customer environment. This Protocol Analysis software is non-
intrusive and will not modify the customer's network. Working remotely, it simply looks at the data
exchange between the local host and remote resources. It tests the current load for appropriate bandwidth.

Using this combination of software tools, Avaya personnel will:

• Identify all of the equipment in the network and collect statistical data regarding physical and logical
layer information, device connections, and network topology and device configurations.

• Test the current network infrastructure by monitoring data exchanges between desktops and other
network devices to uncover any throughput or response time issues in multiprotocol networks.

• Provide a baseline of the existing application performance measures.

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• Work toward ensuring that voice traffic will receive proper prioritization in the network by verifying
prioritization schemes.

The team will prepare a complete report with the results of the CIRS survey indicating the readiness of the
network to accept IP-based solutions. The results of the CIRS evaluation determine if the current network
configuration and throughput performance can support the proposed IP Solution successfully, or if minor
modification may be required. If the survey identifies more significant issues that require resolution before
the customer can implement IP Telephony applications, then a more in-depth analysis under the Network
Analysis Network Optimization (NANO) offer is recommended.

Phase 2 - Network Analysis Network Optimization

The NANO is typically the second phase in the Network Assessment for IP Telephony solutions. Avaya
engineers use information gathered through the CIRS, perform problem diagnosis and provide functional
requirements for the network to implement an IP Telephony solution. To complete the assessment, engi-
neers perform work both on-site at a customer's location and remotely in the Avaya Converged Network
Integration (CNI) lab.

Using the Avaya EXPERTNet tool (described in detail below), Avaya Network Consultants map the
routers, switches and connections that make up the network, then test real-time network performance
using simulated VoIP traffic. In addition, two other software applications, a network simulation tool and
LAN/WAN/VoIP data collection utilities, are used as well. Comprehensive reports provided to the
customer document the captured data, the problems discovered, and resolution alternatives.

Avaya's professional consultants document the results in a Network Assessment Report that identifies the
root cause of the network issues and provides IT managers with recommendations for resolving those
issues. With this assessment, customers can install IP-based Telephony solutions with confidence and enjoy
the performance benefits of a stable infrastructure as well as expanded communication capabilities. The
NANO process will:

• Assist IT managers in planning and preparing the data network for a smooth installation of IP-based
telephony applications. By discovering network shortcomings early, remedial steps can be taken in
time to head off delay and additional expense.

• Help reduce the need to call the Avaya Technical Service Center or other resources regarding
installation problems.

• Help ensure that all of the required parts and human resources are on hand when required, so that
installation can be completed on schedule.

• Provide a baseline network document to help diagnose future network problems.

• Equip the IT manager with the knowledge necessary to maintain the network to help ensure
continued smooth operation of critical voice services.
Avaya Network Consulting Services engineers use the Avaya EXPERTNet VoIP Assessment Tool, a soft-
ware tool announced in May 2002. EXPERTNet is a deep dive analysis tool used to give a clear view of
what is happening on a network. The tool assists in providing the best network operation for both
non-Avaya product networks and Avaya's own software and hardware.

The EXPERTNet tool provides for the discovery of network routers and switches and the connections
between them; synthesis and injection of IP Telephony traffic; and monitoring and analysis of weaknesses
in the network that could result in unsatisfactory QoS. The tool has the ability to collect data on jitter, delay
of voice and data packet loss that results in poor quality voice conversations. The tool is unique as it is not
just limited in the collection of detailed data, but also has the ability to export the data to other components
for analysis purposes at the same time that voice traffic is being synthesized. The EXPERTNet tool can
integrate voice quality statistics with network device statistics.

The tool can pinpoint the exact path (including ports on routers and switches) that a call takes between
two endpoints in the network. In addition, granular measurements of both the call statistics and the device
statistics are taken every 5-10 seconds, a very high rate compared to other industry devices that can only
collect information at 5 minute intervals.

EXPERTNet VoIP Assessment Tool components are based on technology from Avaya Labs research that
provides:

• Network topology discovery — The software automatically discovers all network devices such as
routers, switches and hosts, and determines the ports that form the connections between them.

• Network device monitoring — The EXPERTNet tool captures granular load data (polled every 10
seconds) on ports and devices in the network, and stores the utilization data in the EXPERTNet data-
base. It also collects and stores other MIB II and vendor proprietary MIB variables representing the
health of the devices.

• IP call synthesis and QoS measurements — The EXPERTNet tool automatically injects "synthetic"
calls between pairs of host endpoints chosen for best network coverage, using patent-pending Avaya
algorithms2. The tool continuously gathers end-to-end QoS statistics on such factors as packet loss,
delay and jitter, identifies the path each call takes through the network, and stores the gathered
end-to-end QoS statistics in the database. The tool simultaneously polls the elements in the network
for utilization, errors and other statistics.

• SQL database — The tool collects time-stamped data (call paths, QoS, device loads) at the rate of
10,000 records per second, and enables calls and polled data to be matched. The database is designed
to handle huge data sets.

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• Interactive analysis engine — Avaya consultants use visualization and analysis components to
organize the information and make sense of the patterns it reveals. The EXPERTNet tool provides
Avaya consultants with integrated visualizations of the network and data, to enable fast, accurate
analysis that pinpoints potential problems. The analysis engine allows the engineer to find the links
and root causes of any poor QoS values.

Network Topology Analysis

View Topology

Building 2

Building 1

Building 3

Illustration 2
NANO network topology analysis includes depiction of relationships between major enterprise locations.

Step 2 — Network Design for Convergence

LAN/WAN Network Design provides the design specifications and supporting documentation needed for
a successful implementation. Based on an assessment and knowledge of the customer’s network require-
ments and business goals, Avaya technicians prepare and deliver a blueprint for a network solution that
includes guidelines for implementing an effective tactical strategy. Avaya’s detailed network specification
will cover key design elements, such as network diagrams, equipment configuration requirements,
addressing schematics, and multi-protocol requirements.

The primary output for this service is the engineering documentation for the customer’s physical, logical,
and operational network infrastructures. When producing these design deliverables, Avaya professional
consultants consider how new technologies will integrate with existing hardware, software and applica-
tions to achieve high availability, and determine how the customer will manage the network on an ongoing
basis.

2
Avaya ExpertNet(sm) VoIP Assessment Tool, Realized through IP Telephony Deployment at Avaya" Avaya document EF-SVC1737,
May 2002, page 3.
Step 3 — Converged Network Implementation
Avaya supports converged network implementation with a services organization that is deployed across
the U.S. It is comprised of the Avaya Data Technical Assistance Center (TAC) and the Avaya Data Services
Field Services Organization (FSO). Located in St. Petersburg, Fla., the Avaya TAC provides a single point of
contact for remote problem diagnosis, on-site support, and parts management in a multivendor environ-
ment. The Avaya Data Services FSO is dispersed geographically throughout the U.S. to provide on-site
support for data networking customers, and is supported by data communications professionals in the St.
Petersburg TAC. Together, these organizations provide the following implementation services:

Site Survey Services

Site survey services help the customer determine where to place new equipment based on their current
cable, power, and grounding arrangements. The customer will receive site survey documentation listing
any site preparation activities that should be completed before the equipment installation, as well as a floor
plan diagram of building facilities and equipment location. Site surveys identify any gaps to resolve before
implementation begins.

Staging Services

Staging services involve gathering and inspecting all equipment components, then assembling, configur-
ing, testing, and completing an inventory of individual equipment or systems. This service, performed at
an Avaya staging facility before the delivery and installation of the equipment, reduces the time required
on site to install equipment and load configurations. It also assures the customer that all ordered
components power up and interconnect properly in a controlled environment.

Remote Project Management Services

Remote project management services include coordinating and managing all aspects of deploying the
services and equipment purchased. During implementation, these services give the IT manager a single
point-of contact to manage internal Avaya resources as well as third-party vendors and suppliers.

On-Site Installation

On-site installation is a basic equipment setup service that includes the complete physical installation of
equipment and option setup; the connection of required cables and wires for equipment (not including
electrical wiring); and the verification that the components power up and pass all self-tests.

On-site Upgrade

On-site upgrade services include all of the required activities to complete the installation of hardware, soft-
ware or memory upgrades of the supported equipment. This service verifies that the system, or individual
component, is operating to design specifications and passes all verification tests.

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Remote Installation Support

Remote installation support provides answers to equipment-related questions about operation and basic
installation for clients who decide to install their own equipment.

Remote Software Upgrade

Remote software upgrade service provides a complete hardware and software upgrade specification and
the remote downloading of the software upgrade file provided by the customer. In addition, remote
upgrade confirms that the new software works with the existing network infrastructure, including network
services and applications.

On-Site Engineering Service

On-site engineering service eases technological transitions by working closely with the customer’s support
organization during the integration of the equipment into the network. The engineer provides information
and specific advice on customer needs as well as hands-on problem resolution.

Network Management and Administration

Avaya Management and Operations Services

Keeping complex communications networks operating at optimum performance can be challenging.

Avaya has extensive experience supporting businesses around the world with these tasks. Expert services
personnel and state-of-the-art centers can provide complete, around-the-clock support in multiple
countries worldwide. With these services, customers can get the continuity they need to keep mission-
critical networks operating smoothly.

Avaya’s Management and Operations Services portfolio provides a wide range of support options,
including outsourcing and out-tasking; reporting and billing; as well as fault, configuration, performance,
systems, network/applications, and agency/vendor management capabilities. With Avaya Management
and Operations services, enterprises get high-level assistance in assessing key areas within their environ-
ment to improve performance and enhance return on investments. For example, through Avaya’s remote
monitoring capabilities, technicians can provide surveillance, effective troubleshooting, and quick
resolution of any problems that may impact network performance. The end result is an efficient,
high-performance network that meets customers' expectations for speed, responsiveness, and reliability.

Avaya can proactively support any network using a variety of system polling, error trending, and perform-
ance analysis techniques to pinpoint specific service-affecting conditions. Based on the results, technicians
can then address these performance issues and prevent potential network problems using sophisticated
network optimization tools. These tools enable them to fine-tune the network configuration for optimum
throughput with minimal congestion.

With Avaya Management and Operations services, companies can free in-house resources to focus on
creating new services, generating revenues and pursuing other business goals, rather than performing
operational activities. By outsourcing routine monitoring and management tasks to Avaya, enterprises can
eliminate the time and expense associated with hiring and training qualified technicians. Avaya services
personnel are adept at handling complex, multi-vendor networks and continually trained to stay
up-to-date with the latest technologies.
Maintenance and Support

Avaya provides best-in-class maintenance support to help ensure that systems stay up and running and
continue working smoothly to enable customers to maximize their business results. With Avaya’s
Maintenance and Support capabilities, customers gain the expert troubleshooting and world-class field
experience they need to maintain their mission-critical communications applications and networks.

Continuous, reliable maintenance helps ensure that enterprises get the most from their communications
investment. Avaya offers a wide range of comprehensive 24x7 Maintenance and Support capabilities based
on our solid, experienced, high-quality services infrastructure. Avaya can provide state-of-the-art technical
support—from a versatile system administration helpline and Web-based customer self-service to tiered
levels of support from Avaya technicians, engineers, and support centers located around the world.

Avaya provides services to maintain and support converged voice and data networks, unified communica-
tion, customer relationship management (CRM), and more. Avaya voice services feature efficient, proactive
remote monitoring, diagnostics, and resolution using patented EXPERT Systems Diagnostic Tools. Avaya
also offers special capabilities for on-site and remote installation and support, moves/adds/changes
(MACs), emergency response, and Web-based customer support tools.

Most Avaya communications solutions, including Avaya DEFINITY® Communications Servers, Avaya
INTUITY AUDIX® Messaging Servers and Media Servers and Gateways using Avaya MultiVantage
Software, are designed with significant capabilities for self-diagnosis and automatic trouble reporting built
in. While operating, these devices run continuous background maintenance checks of their hardware and
software systems. In off hours, they run a more intensive maintenance routine.

When this self-diagnostic testing uncovers a problem, the device automatically calls an Avaya alarm
receiver computer to deliver an alert. A computer "handshake" takes place and the alarm receiver sends an
acknowledgement. At the same time, the receiver creates a trouble ticket or "case" that includes detailed
information about the problem, such as its severity (major or minor) and where in the device it is
occurring, down to the specific circuit board and port. Working with EXPERT systems, Avaya resolves
approximately 95 percent of all alarms remotely, without dispatching a service technician3.

A wide array of Maintenance and Support options is available. With Avaya’s data maintenance services,
customers can opt for response around-the-clock, within hours, on the same day, or during the next
business day. Avaya can provide extensive on-site or remote services for more critical networks or simple,
cost-effective parts replacement coverage for networks customers choose to maintain on their own.

Avaya IP EXPERT Tool (IPET)

IPET is a software-based tool developed by Avaya for remote troubleshooting of voice over IP solutions.
IPET discovers the customer's network topology and examines a variety of VoIP network elements. Unlike
a troubleshooting guide that requires a technician to answer a list of questions, IPET asks these questions
directly to the network participants (routers) and provides information about the network to the techni-
cian. The IPET configuration diagram provides more information.

3
"Avaya ExpertNet(sm) VoIP Assessment Tool, Realized through IP Telephony Deployment at Avaya" Avaya document EF-SVC1737,
May 2002, page 3.

13
Communication without boundaries
The solution is tailored to the customer’s environment (for example, the actual commands to configure a
Cisco router are different from those used with an Avaya router) to work effectively regardless of their
network's topology, configuration, or hardware provider. All test data (network topology, network
information, etc.) is sent to an Avaya support group for analysis.

Network Management by in-house staff

Many customers choose to manage and administer their networks using their own staff. Using in-house
resources provides the reassurance that members are truly "part of the team" and wholly dedicated to the
success of the organization. In-house staff can be trained on exactly those skills that management considers
necessary.

For these customers, Avaya provides the tools needed to make the management of networks—including
complex infrastructures carrying both voice and data traffic—as easy and cost-effective as possible. The
company has brought a number of network management applications together in a tool set called Avaya
VisAbility™ Management Suite.

Avaya VisAbility Management Suite

Avaya VisAbility Management Suite provides a comprehensive set of tools that make it easier for
customers to improve network uptime, increase staff productivity and reduce operating costs. The suite
provides a complete set of tools — all accessible through a common Web-based user interface — for System
Management, Network Management and Application Platforms.

Avaya VisAbility Management Suite provides solutions to solve business problems and lower operational
costs through reliability, scalability, flexibility, investment protection and support of a multiservice,
standards-based network. This suite of applications provides:

• A scalable, comprehensive network administration infrastructure for small to large enterprises

• An application-rich suite of converged administration and management solutions

• Voice and data network management that helps optimize the operations of enterprises making the
transition to converged networks

• Standards-based infrastructure support for business applications

• Administration, maintenance and provisioning for single or multiple sites via IP, to streamline
management tasks

• A Web-based system view of a converged network of Media Servers, Media Gateways, and IP phones

Avaya VisAbility Management Suite helps users manage IP networks to deliver voice communication
with QoS comparable to what’s possible with more costly circuit-switched networks. With this single,
comprehensive set of tools, users can configure and manage Avaya Media Servers and Gateways; monitor
IP networks; manage QoS policies and control IP voice network quality.
The suite complies with widely accepted standards such as Simple Network Management Protocol (SNMP)
and Lightweight Directory Access Protocol (LDAP), and runs on servers using Red Hat Linux or Microsoft
Windows 2000 operating systems. This standards-based approach means users don’t have to worry about
proprietary software standards that might be incompatible with the systems used using in their business.

System Management – The Avaya VisAbility Management Suite enables users to administer business site
moves, adds and changes; configure distributed networks and campus environments; and manage per-
formance in converged networks. They can use the LAN to transfer recorded announcements to Avaya
Media Servers, and manage a network of multiple spare processors over ATM wide area networks to
enhance system reliability and business continuity.

Network Management – Avaya VisAbility Management Suite simplifies the complex task of managing enter-
prise switched networks. It provides network-wide management of Avaya’s Multiservice Networking
switches; policy management to help users create business-driven networks that stipulate which type of
traffic or group of users has priority; and a new voice over Internet protocol (VoIP) Monitoring Manager
application that gives users the ability to monitor VoIP network quality.

Application Platform – Avaya Directory Enabled Management erases the gap that existed between telecommu-
nications and messaging servers and other information sources, such as corporate databases. Now a
change in one directory can trigger changes across the organization, so administrators can create, update
and access voice and data information quickly and efficiently based on customer-created rules and policies
or integration with third party applications.

Avaya VisAbility Management Suite – individual tools and capabilities

System Management
Avaya Site Administration is a Microsoft Windows-based graphical user interface for making changes,
adding or moving users, and performing basic traffic analysis. This is the standard management applica-
tion for Avaya Media Servers.

The device managers for the Avaya™ G700 Media Gateway and MultiService Networking switches give
network managers an in-depth look at network behavior, delivering the tools required for end-to-end
device management. With a mouse, users can set up and configure all device parameters, including
standard port settings, port security, redundancy modes, and device specific functions.

Avaya MultiVantage™ Configuration Manager provides centralized management of distributed network

and campus environments, using a single point of entry and graphical Web-based interface for configura-
tion and administration of multiple Avaya Media Servers. Fast and intuitive task-based wizards help users
quickly learn and implement administrative tasks that were difficult and time consuming. Users can
implement tasks immediately or schedule them for off-peak times. The MultiVantage Configuration
Manager helps administrators reduce data re-entry by automatically creating or deleting customized
Avaya INTUITY AUDIX and Avaya DEFINITY AUDIX voice mailboxes at the same time that a station is
added, removed or changed.

15
Communication without boundaries
Avaya MultiVantage™ Fault & Performance Manager operates standalone or with the Avaya™
MultiService Network Manager and/or HP OpenView Network Node Manager 6.2 for Windows 2000 and
with the HP OpenView NMS on the Solaris 8 platform in a future release — to provide a network map or
system view of the customer’s converged network. Users can drill down into an Avaya MultiVantage
device to examine faults and performance data from the switches on the network.

Avaya™ Voice Announcement Over LAN Manager enables users to use their LAN to transfer recorded
announcements to Avaya Media Servers. Users can store announcements in WAV files, which they can
send to a Voice Announcement over LAN board without conversion. The Voice Announcement Over
LAN Manager also provides a repository to backup and restore announcement files, and simplifies
administration. With Voice Announcement Over LAN Manager, users can view the current status of
announcements; easily add, change, and remove announcements; and copy and backup announcement
files from Avaya Media Servers to the Voice Announcement Over LAN Manager and back, through the
LAN.

Avaya™ ATM-WAN Survivable Processor Manager can be a key part of emergency restoration and
business continuity planning. This application enables users to download translations from a main Avaya
Media Server and upload those translations to multiple ATM WAN Spare Processors simultaneously.
Users can schedule translations to run once, immediately or for a specified time and date in the future, or
schedule regular daily or weekly updates.

Network Management
Avaya MultiService Network Manager serves as a central launch point for Avaya VisAbility Management
applications, so users can easily configure, monitor and control network-wide management of Avaya
MultiService Networking Switches. It can be used in conjunction with the HP Openview Network Node
Manager 6.2 for Windows 2000 or stand-alone. The application provides management for Avaya Switch
Monitoring (SMON), network-wide ATM services, Virtual Local Area Networks (VLANs), QoS and access
control lists. It helps ensure accurate and easy configurations from the port to switch level.

In addition, Avaya MultiService Network Manager enables users to download new media gateway device
software releases as they become available. The application automatically displays a centralized list of the
hosts in a network, and correlates between IP addresses, MAC addresses and device port connectivity. To
maximize ease of use, the application uses web-based interfaces for monitoring and configuring devices.

Avaya™ Policy Manager helps users create business-driven networks that stipulate which network traffic
has priority. Users can set a particular QoS level for important types of network traffic, such as delay-
sensitive voice traffic, or for specific groups of users. Avaya Policy Manager lets you implement consistent
QoS, security, and end user level policies across a network.

Avaya™ VoIP Monitoring Manager is a Windows 2000 software tool for Avaya Media Servers QoS moni-
toring and feedback that allows the customer to visualize the real-time operation of VoIP systems. The tool
provides information on QoS parameters related to VoIP quality, enabling users to view QoS related
information through a client GUI application from the customer’s LAN or via remote access. Avaya VoIP
Monitoring Manager is also capable of being configured to generate traps, associated with VoIP QoS, sent
to any network management system. Avaya VoIP Monitoring Manager can receive RTP Control Protocol
(RTCP) packets from the following entities: Avaya IP telephones, Avaya IP soft phones, VoIP engines (on
media gateways) and Avaya IP Media Processor boards. The RTCP data for current calls is published in the
Real-time Transport Protocol (RTP) Message Information Base (MIB) via the SNMP agent running on the
server. The historical RTCP data is published in the VMON MIB. Both forms of RTCP data can be viewable
by either field support, a system administrator or services personnel.

Avaya VoIP Monitoring Manager is integrated with the Avaya MultiService SMON (switch monitoring)
Manager, so that Avaya VoIP Monitoring Manager can also be launched from Avaya MultiService Network
Manager, when the Avaya MultiService Network Manager is standalone or integrated with a customer-
provided version of HP OpenView. The Avaya VoIP Monitoring Manager will also operate standalone
without the Avaya MultiService Network Manager or a customer-provided version of HP OpenView.

Illustration 3
Avaya’s VoIP Monitoring Manager tool provides a "dashboard" readout of IP link performance characteristics such as jitter and delay, which are
important in delivering quality voice communication.

Application Platform
Avaya Directory Enabled is a Windows client/server software solution that provides real-time Directory
based Lightweight Directory Access Protocol (LDAP) read/write access to servers running Avaya
MultiVantage software or Avaya DEFINITY Servers Release 9 or later and Avaya INTUITY AUDIX Systems
Release 5.1 or later. Avaya Directory Enabled Management provides the capability to keep this data (e.g.
station and subscriber data) synchronized with its image in the LDAP data store and a rules engine that

17
Communication without boundaries
facilitates the management of these Avaya servers/applications based on events (add/delete/modify) that
take place at servers or applications. This is a component-based centrally administered synchronization
system that is highly scalable and distributable.

Avaya Terminal Configuration is a Web-based client application that allows end users to access Avaya
Media Servers and Avaya DEFINITY Servers Release 9 and later devices to configure some of their
personal station set preferences and features. Avaya Terminal Configuration runs on top of the Avaya
Directory Enabled Management software, and therefore requires that the Avaya Directory Enabled
Management software be installed. Permission to access a limited set of features is controlled by the
administrator. The ability to print a copy of the button labels is also provided.

Section 6: Conclusion

Enterprises face an important decision about how to implement and manage their complex converged net-
works. Few organizations will have the resources available on staff to handle the added responsibility of
network assessment, design and installation. And any organization may want to consider the advantages
of assigning long-term network maintenance and administration to a firm like Avaya, which specializes in
such service.

Avaya has one of the largest available teams of network engineers and technicians, supported by advanced
expert systems and network management centers capable of providing global, round-the clock network
management and technical support. The company also provides advanced network management software
designed to make the network management job simple and cost effective for enterprises that decide to do
the work in house.

Whether an enterprise decides to contract their network assessment, implementation and operations tasks
to a professional network services organization or to handle the job with their own resources, Avaya has
the resources to support the customer’s chosen option.

About the Authors

Bruce Hill is a technical manager in the Convergence and Data Tools Group at Avaya Labs. His 23 years of
experience includes work at AT&T and Bell Labs in system management architecture and data networking
expert systems and tools. Mr. Hill is responsible for developing technologies supporting Avaya Services in
the data networking and converged network environments. He holds a BS degree in Computer Science
from Colorado State University and a Masters of Computer and Information Sciences from Ohio State
University.

David Raanan is the director of product development for enterprise management in Avaya Inc, responsible
for providing management solutions for the converged network. He has more than 20 years experience in
leading strategy and development of systems and applications. Mr. Raanan was the co-founder and owner
of CCOM Information systems, a CTI/Directory application development company that was acquired by
Lucent in July 1999.
 About Avaya

Avaya enables businesses to achieve superior results by designing, building, and managing their
communications networks. More than one million businesses worldwide, including 90 percent of
The FORTUNE 500®, rely on Avaya solutions and services to enhance value, improve productivity, and
gain competitiveadvantage.

Focused on enterprises large to small, Avaya is a world leader in secure and reliable IP Telephony systems
and communications software applications. 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 unlock value and enhance business performance.

For additional information on our Converged Systems, please contact your Avaya Client Executive,
Authorized BusinessPartner, or visit us at avaya.com/leanmore/ip. For more information about Avaya
and our other award-winning solutions, visit avaya.com.

© 2002 Avaya Inc.

All rights reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™ are registered
trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The
information provided in this document is subject to change without notice. The configurations, technical data, and
recommendations provided in this document are believed to be accurate and dependable, but are presented without express
or implied warranty. Users are responsible for their application of any products specified in this document.
10/02 • EF-LB1870 avaya.com