Example configuration for call center | Avaya 555-245-600 instruction

Avaya G860 Media Gateway

Example configuration for call center

The Avaya G860 Media Gateway allows call center customers to consolidate facilities and reduce communications costs. The media gateway concentrates incoming PSTN traffic over several DS3 lines while supporting VoIP telephony in the call center itself.

The use of voice over IP (VoIP) and conversion from DS1 to DS3 lines eliminate the large number of DS1 interfaces required to support the same amount of call traffic. The Avaya G860 Media Gateway supports up to 6000 channels of SIP VoIP telephony. It uses N+1 redundancy of media gateway, Ethernet switch, shelf controller, and power supply modules to achieve high availability in mission critical applications.

In the sample call center configuration shown in Figure 59, a simulated PSTN delivers customer calls using a DS3 interface to the Avaya G860 Media Gateway. The media gateway establishes calls with the Avaya S8720 or S8730 Server via SIP signaling and routes all Real-time Transport Protocol (RTP) traffic to the appropriate media resources within the Avaya G650 Media Gateway or Avaya endpoints. Avaya Communication Manager delivers the calls to an agent phone.

Figure 59: Sample call center configuration using the Avaya G860 Media Gateway

disc

disc

Avaya S8720

Servers

Management Platform

SIP	IP	SIP
	Network

	Avaya G650	SNMP	Avaya G860
		SNMP	Media Gateway
			Media Gateway
	Media Gateway

T3

PSTN

PRI

Agent	EMS	EMS	Customer
Phones	Client	Server	Phones

cyg860d1 LAO 091207

Agents can also make outbound calls using the same network. In the sample configuration, multiple TN799DP C-LAN circuit packs support alternate routing and permit load sharing of calls delivered by the Avaya G860 Media Gateway.

Note:

SES can be part of this configuration. The G860 communicates to Communication Manager over the LAN and SES is not needed between the G860 and Communication Manager for the G860 applications.

Issue 6 January 2008 151

Image 151

Avaya 555-245-600 manual Example configuration for call center

Contents

Avaya Application Solutions For full legal page information, please see the documents About This Book Contents Greenfield deployment 109 LAN switching products 163 Deploying IP Telephony 175 Voice quality network requirements 245 Getting the IP network ready for telephony 281 Quality of Service guidelines 315 Index 373 Overview Using this bookAudience Downloading this book and updates from the Web International Related resourcesTechnical assistance Within the US Sending us comments Trademarks Avaya Application Solutions product guide Avaya Application Solutions IP Telephony Deployment Guide Avaya Application Solutions Communication Manager traffic flow Avaya Definity Servers Avaya Communication ManagerAvaya servers Linux-based servers Avaya Integrated Management Avaya Media Gateways Avaya Communication Manager applications Avaya communication devices Avaya SIP application enablement Avaya SIP solutions Avaya Distributed Office Distributed Office Configurations Networked remote sites Main business location Distributed Office implementation Distributed Office benefitsSelecting a construct Trunk Interface Construct Ports I40 constructsI40 constructs Analog T1/E1 = BRI I120 constructs Avaya AM110 Application Module Distributed Office application module and media modulesI120 constructs Analog 10/100 T1/E1 Telephony media modules Streamlined DeploymentLAN module Provisioning status Fully configured systems From-scratch configuration Partially configured systems Avaya Application Solutions platforms Avaya Application Solutions platforms Overview Terminology Avaya G700 Media Gateway with the S8300 Server Small to mid-size enterprise Stand alone Office Pstn with IP Trunk link To Avaya PBXs G700 hardware architecture Avaya G700 Media Gateway front view G700 Media Gateway Processor VoIP Engine complex Voice Announcement over the LAN Avaya IA770 Intuity Audix Messaging Option for S8300/G700 S8300 primary controller architecture S8300 as an LSP G450 Media Gateway G450 Features Vrrp RTP-MIB Telephony media modules G450 physical descriptionSupported media modules in the G450 Supported media modules Media module Description WAN media modules Additional featuresVoice over IP VoIP Call center capabilities LAN services Port redundancy WAN servicesRapid Spanning Tree Protocol Rstp Port mirroring Network security features Management access security featuresMedia modules necessary for each WAN line Link Layer Discovery Protocol Lldp Alarms and troubleshooting featuresG250 and G350 Media Gateways Converged Network Analyzer CNA test plug G250 and G350 Features RIP Modes of DeploymentOspf PPP G350 Configurations Fixed ports on the G350 front panel Port Description G350 Specifications ASB Buttons on the G350 front panelButton Description RST TTR Additional G350 functions and capacities Function Capacity Avaya G250 analog Media Gateway Chassis G250 Configurations Console TrunkLine Isdn BRI G250 DCP and G250 DS1 Media Gateways G150 Media GatewayETR IG550 Integrated Gateway Personal computers IG550 features J4350/J6350 Services Router features CLI Slot numbers on the Juniper J4350 Services Router IG550 and J4350 Services Router physical description Slot locations on J6350 Services Router IG550 and J6350 Services Router physical description TGM550 Gateway Module TGM550 physical description Series Router Physical Interface Modules Supported interface modules Modules Description Interface module capacities Description Capacity Comments Summary of services Configuring media gateway options Converged Network Analyzer CNA test plug Backup and restore IG550 maximum media gateway capacities Avaya S8400 Server Definity CSI TN8400AP circuit pack S8400 Server Small to mid-size enterprise Avaya Application Solutions platforms S8500 capacities Avaya S8700-series Server, fiber-PNC configurationMid-market to large enterprise S8500 Server S8700-series Servers S8720 and S8730 Servers Avaya S8700-series external features S8700-series external features Other components Internal hardware elements Avaya S8700/MCC1 fiber-PNC major components Control network through an Avaya Ethernet switch S8700-series / MCC1 signaling path Circuit packs that support IP signaling and media traffic Mid-market to large enterprise Avaya Application Solutions platforms TN2302AP Media Processor operation Media Gateways MCC1 Media Gateway SCC1 Media Gateway ATM network Center Stage Switch Standard reliability configuration S8700-series fiber-PNC configuration for higher availability Figure notes High reliability configuration S8700-series fiber-PNC in a high reliability configuration Critical reliability configuration Avaya S8700-series Server IP-PNC configurationS8700-series fiber-PNC survivability Location with another Avaya IP PBX S8700-series Server IP-PNC a basic phone call Main components S8700-series Server IP-PNC major components S8700-series IP-PNC reliability configurations S8700 IP-PNC standard configuration S8700 IP-PNC configuration Combined IP and fiber Port Network Connectivity Central Connect Gateways Media Gateway CapacityServer Supported Direct Reliabilities Supported Capacity limit for media gateways Configuration rules Ipsi Mixed reliability options Processor Ethernet ESS support for combined IP-PNC and fiber-PNC configurations LSP Avaya IP Office Components needed for Greenfield deployment Greenfield deployment Greenfield IP Telephony deployment Servers H.323 Gatekeeper Media Gateways and Port Networks Avaya Communication Manager S8300 standalone solution small-to-midsize enterprise Greenfield configurations S8700-series / G650 IP-PNC Medium-to-large enterprise solutions S8700-series IP-PNC system S8700-series IP-PNC with remote G700s or G350s S8700-series IP-PNC with remote G700 or G350s S8700-series with G150/G250 large number of remote branches Required circuit packs for S8700-series configuration Signaling path S8700 / G650 configuration Media flow path S8700 IP-PNC configuration Evolution from circuit-switched to IP Migration from Definity Server R to S8700 fiber-PNC Phase 1 Processor replacement S8700-series Servers fiber-PNC configuration IP-enabled Definity configuration Phase 2 IP-enable the Port Networks to support IP endpoints IP-enabling the S8700 fiber-PNC configuration Phase 3 Server consolidation S8700 / G700 / G350 system with Local Survivable Processors Intelligent networking and call routing Voice and multimedia networking Media Gateway control IP Port Network / Media Gateway connectivity Communication Manager gatekeepers Call ProcessingRegistration and alternate gatekeeper list Discovery and registration process to the gatekeeper Call signaling Media stream for audio conferencing Media stream handlingMedia processor circuit packs VoIP resources Dtmf tone handling Separation of Bearer and Signaling SBS Modem/Fax/TTY over IP Multi-location Modem Off Fax, Modem, and TTYoIP options RelayPass-thru Off Fax, Modem, and TTYoIP options IP-based trunks IP tie trunks Trunk signaling Avaya SIP Enablement Services SES SES Server OverviewSamp SES Core Router Communication Manager as the SIP Feature ServerSES Network SES Edge Server SIP Adjuncts SIP Endpoints FeaturesSIP Endpoints SIP deployment scenarios Home-edge single box solutionSIP and DNS Multi-home multi-Communication Manager system Typical home/edge configuration Multi-home multi-Communication Manager configuration Multi-home single Communication Manager system Multi-home single Communication Manager configuration Call processing Avaya-Toshiba Solution Avaya-Toshiba Solution Avaya G860 Media Gateway G860 Front view System Controller Board G860 Components G860 Trunk Media Processing Module TP-6310 Configuration with Avaya Communication Manager Example configuration for call center Extension to Cellular MobilityCommunication applications IP Telephones or IP Softphones Call Center applications Call Center Compact Call Center Messaging Meet-me conferencing Unified Communication CenterAvaya Call Management System CMS Conferencing systems Meeting Exchange Enterprise Edition Avaya Meeting Exchange Solutions TDM Networks Meeting Exchange Web Conferencing Meeting Exchange Express Edition Video Telephony Solutions Application Programming Interfaces APIs Computer Telephony Integration CTI Best Services Routing BSR polling Page C363T Converged Stackable switch Avaya C360 converged stackable switches C363T-PWR Converged Stackable switch Features of the C360 converged stackable switches Stacking Layer 2 features Management Layer 3 features Power over Ethernet PoE Switches from Extreme Networks Available PoE Switch Options Avaya Power over Ethernet PoE switches Designed usage Midspan Power Units1152A1 Power Distribution Unit Power priority mechanism Interoperability with Wireless Access Point products Power modes Avaya IP TelephonesBarrel connector through brick transformer Power using adapters Number Ports 1152B Power Distribution Units1152B Midspan Power Distribution Units Avaya Model Number Summary SG203 and SG208 Converged infrastructure security gatewaysVPN Client SG200 VPN Client Page Deploying IP Telephony Avaya Application Solutions IP Telephony Deployment Guide Introduction Traffic engineering Topology Design inputs Design inputs Endpoint traffic usage Endpoint specifications Example 1 Station usage Example 1 configuration data Endpoints Atlanta BostonDCP Preliminary calculations Additional design criteria Communities of interest Call usage rates Traffic engineering Call usage rates Example 2 Uniform Distribution model Erlangs Traffic engineering Call usage rates ⎛ number of stations in Site i ⎞ ⋅ total outbound CUR Example 3 Empirical approach for existing systems Expanded COI matrices From endpoints in Site To endpoints in Site Example 4 Expanded COI matrices Endpoints in a three-site system Atlanta Boston Cleveland 12.7 Number of type t stations in Site From Site Network of Avaya systems and system sites COIs for multiple-site networks Overview Resource sizing Signaling resources Examples of media streams between Avaya endpoints Media processing and TDM resources Hairpinning IP-TDM-IP connectivityShuffling Connectivity modes between two IP endpoints Intra-site TDM and Media Processing resource requirements COI Inter-site TDM and Media Processing resource requirements Example 5 TDM and media processing usage Re-categorization of CURs from Table Endpoints Totals Traffic engineering Erlangs G700 MGs 320 Processing occupancy Relationship Between Processing Occupancy and Bhcc Rate Direct media connect shuffling SIP traffic engineering LAN allocation and SIP trunks Instant messaging SIP specific featuresRegistration Subscription and notification Communication Manager and SES server processor occupancy IP bandwidth and Call Admission Control COI Matrix Example 6 IP bandwidth considerations Resource sizing Bits Payload size per packet Packet 711 729 Example 7 LAN bandwidth Example 8 WAN bandwidth Resource sizing Final checks and adjustments Physical resource placement Avaya Distributed Office Traffic engineering Your security policy Security Recommendations for your security policy What are you trying to protect?What are you protecting it from? How likely is a threat against these assets? Avaya Communication Manager and Servers Built-in Linux security featuresProprietary vs. open operating systems Shell access One-time passwordsAvaya capitalizes on Linux’ security advantage Remote access Root access Monitoring and alarming Secure access Data encryption LAN isolation configurationsS8700 with Avaya MCC1 or SCC1 Media Gateways Security S8700-series Server with Avaya G650 Media Gateways Virus and worm protection Environment TestingRecommendations for network security TN2312BP IP Server Interface Ipsi IP Telephony circuit pack securityTelnet Control link TN2302AP and TN2602AP Media Processors TN799DP Control LAN C-LAN Toll fraud Hacking methods Avaya’s security design Toll fraud indemnification Your toll fraud responsibilitiesAdditional toll fraud resources Avaya Security Handbook Security Audit ServiceSecurity Tune-up Service Toll Fraud Intervention HotlinePage Voice quality network requirements Network delay Codec delay Packet loss Jitter Network packet loss Packet loss concealment PLC Echo Signal levels Codecs Echo and Signal LevelsTone Levels CS-ACELP PCMACELPMP-MLQ Codec and H.248 Media Gateways Silence suppression/VAD CNA Application Performance Rating Transcoding/tandeming Issue 6 January 2008 Enterprise model Available application modelsVoice Video conferencing Avaya Integrated Management offers Integrated Management overview documents VoIP Monitoring Management Offer Administration Tools Offer System Management Offer Enterprise Network Management Offer Multi Router Traffic Grapher Third-party network management products HP OpenView Network Node Manager Network management models Centralized hybrid Distributed component Centralized management model Page Reliability and Recovery IPTDG43 Reliability Survivability solutions Release 3.0 system example S8700-series Server Separation Enterprise survivable servers ESS ESS and H.248 Media Gateways ESS System CapacitiesESS and Adjunct Survivability Inter Gateway Alternate Routing Igar Connection preserving upgrades for duplex serversR2MFC Survivability for branch office media gateways Media Gateway recovery via LSP S8300/G700/G350 configuration Modem dial-up backup Auto fallback process IP endpoint recovery IP endpoint recovery Recovery algorithm IP Endpoint Time to Service Changes in IP end points Converged Network Analyzer for network optimizationOperation with NAT/Firewall Environment IP endpoint recovery Page Getting the IP network ready for telephony Avaya Application Solutions IP Telephony Deployment Guide IP Telephony network engineering overview Layers in a hierarchical network Description Core AccessDistribution Voice quality Packet loss maximum packet/ frame loss between endpoints Jitter Best practices Common issues General guidelines LAN issues Speed and duplex Ethernet switches Vlan defined VLANsPort or native Vlan Mod/port vid Trunk configurationVlan binding feature C360 Configured option WAN Codec selection and compression QoSRecommendations for QoS Network design Serialization delayRouting protocols and convergence Overview of frame relay Frame RelayMultipath routing Committed information rate burst range Frame relay issue and alternatives Additional frame relay information Mpls Convergence advantages VPN Communication security Managing IP Telephony VPN issues Network management and outsourcing models Firewall technologies Conclusion NAT IP Telephony without NAT Design and Management Converged network designDesign for Simplicity Design for Scalability Design for Manageability Server Cluster Topologies Layered Server Cluster Topology Layers Redundancy Integrated high density switch topology Redundant connections Layer Sample spanning tree Vrrp configured for Core Access References for Converged network design on Page CoS Quality of Service guidelines IP precedence bits ToS bits Comparison of Dscp with original TOS Layer 3 QoS Layer 2 QoS QoS guidelines Serialization delay matrixPacket size Line 128 256 512 1024 1500 Speed Bytes Layer 3 QoS 802.1Q tag Ieee 802.1 p/Q Recommendations for end-to-end QoS DiffServ Differentiated Services DiffServ TOS byte CRITIC/ECP Original TOS specification Bit Value Use Description Round-robin Queuing methods CB-WFQ / LLQ / CBQ Frame Relay traffic shaping Traffic shaping and policing MTU Fragmentation Application perspective FRF.12 Recommendations for RTP header compression Network perspective RTP header compression test Equipment configuration for RTP header compression test Configuration Examples of QoS implementation Assumptions for Example High-quality service across a congested WAN link Command Meaning Administration commands for Example Example 2 C-LANS cannot tag their traffic CommandMeaning Example 3 More restrictions on the traffic X330 WAN Module Converged infrastructure LAN switches Trust packet tagging Change control Network recovery Spanning tree Layer 2 mechanisms to increase reliabilityLink Aggregation Groups Routing protocols Layer 3 availability mechanismsVrrp and Hsrp Multipath routing Dial backup Ospf RIP Convergence times Converged Network Analyzer Converged Network Analyzer CNA components Headquarters CNA deployment Measurement plane Simultaneous monitoring of all paths Controlling edge routers Configuration and deployment details Avaya network readiness assessment services Problems with data networks What if my network functions well today? Basic network readiness assessment service Survey Site Configuration Survey Vital Agent analysis Detailed network readiness assessment service Detailed network readiness assessment process Customer can Data for individual Professional Discovery Customer responsibilitiesElement monitoring Remote analysis Synthetic IP Telephony measurementsReport generation Customer deliverables Page Appendix a CNA configuration and deployment Default Gateway Configuring CNABasic configuration Configuring Virtual Module Interfaces BGP on the Engine Module Service Provider Access Links Assigning USTATs to Providers MeasurementsUstat GRE Tunnels Decision making Edge Router GRE Tunnel Interfaces Configuring the Routers Interface Tunnel1 Description GRE to provider1 Route Maps VIP Routing Routing Configuration Bgp cluster-id Route Reflection CNA commands Command summary Route-assert-filter force link provider1 Router Ra commands Interface Tunnel2 description GRE to provider2 Router Rb commandsPage Index CSS NAT LFI LAN WAN