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Avaya / CiscoIP Telephony Comparison PointsCopyright 2004 Avaya Inc. All rights reserved.

Avaya obtained the information contained in thispresentation from industry consultants, customers,published research, trade journals, and internal research.To the best of our knowledge, this report is based on themost current information available. Although every efforthas been made to ensure freedom from errors, Avaya Inc.is not responsible for the accuracy of all the informationcontained in this presentation.Copyright 2004 Avaya Inc. All rights reserved.2

Avaya Top Ten Advantages1. Flexible architecture and migration strategyYour Path, Your Pace, Your Choice with full support for migrationand multi-vendor environments while maintaining a robust featureset, scalability, and reliability of current systems.2. Investment protectionOur evolutionary approach helps customers protect investmentsand features while providing robust front-ending for other vendorenvironments customers can even replace CallManager andreuse Cisco IP phones in contrast to Cisco s infrastructure focusthat precludes IP telephony innovation.3. InteroperabilityAvaya offers easy integration and multi-vendor support for Cisco,Extreme Networks, and other data networks multi-vendor voicevia QSIG and applications via APIs supporting the multi-suppliermodel favored by 86% of senior IT executives surveyed byComputerWeekly.Copyright 2004 Avaya Inc. All rights reserved.3

Avaya Top Ten Advantages4. Rich, robust featuresAvaya MultiVantage Communications Applications offer over 700 features, from call processing to collaboration to mobility unlikeCisco, which requires an extra server for call coverage.5. Reliability and manageabilityAvaya has fewer points of failure fewer servers and fewercomponents per installation as well as redundant architecture andunified management, proactive monitoring, and certification by theDepartment of Defense joint interoperability testing center.6. MobilityWith Avaya Extension to Cellular, the Avaya/Motorola/ProximSeamless Communication Solution, and Avaya UnifiedCommunication Center Speech Access, Avaya can bridge distance,Wi-Fi and cellular networks, and device types to deliver theMultiVantage Communications Applications suite to remote andmobile workers.Copyright 2004 Avaya Inc. All rights reserved.4

Avaya Top Ten: Advantages7. Media encryptionWith end-to-end encryption for multiple IP phones and functions, eventhrough gateways, Avaya can protect business communications.8. Contact center solutionsThe standard in contact center technology, Avaya solutions offer exclusivefunctionality and built-in ACD that improves service levels and revenuesfrom small business to FORTUNE 500 leaders.9. AccessibilityAvaya applications support all accessibility needs including TTY over IP,mixed TTY and voice messaging, and Unified Communication CenterSpeech Access.10. Services surroundAvaya provides a single point of contact for all services planning, design,implementation, Managed Services, patented Avaya EXPERT SystemsSMDiagnostic Tools, and more for multi-vendor and migration technologies.Copyright 2004 Avaya Inc. All rights reserved.5

At a Glance: Unequal OpponentsAvaya Communication ManagerCisco CallManagerSupports 700 featuresClaims 158 featuresSupports 36,000 phone sets (analog,digital, or IP) and a maximum of12,000 IP setsClaims support for 30,000 IP sets percluster and 7,500 per serverLinux-based appliances with built-infirewallMicrosoft Windows 2000 no LinuxoptionBridging and extensive call coveragepaths built inWhisper page: discreet notificationSome coverage and intercom featuresavailable with additional applicationsNot availableDo-not-Disturb, night serviceNot availableExtension to CellularNot availableOptional security for Meet Meconferencing any phone, anywhereMeet Me conferencing without securitycodes and only via an IP phoneCopyright 2004 Avaya Inc. All rights reserved.6

Apples to Apples: StrategyAvaya Communication ManagerCisco CallManagerStarts with a rich, full-feature enterprisetelephony suiteSupport for IP is addedStarts with Cisco s acquisition of acompany with a small IP-PBX solutionThat small solution is scaled to handlelarge enterprise telephonyWorks within multi-vendor, voice-friendlyQuality of Service (QoS) networkenvironmentFavors migration over forkliftApproach is single-vendorCopyright 2004 Avaya Inc. All rights reserved.Favors forklift7

Apples to Apples: ScalabilityAvaya Communication ManagerCisco CallManagerSupports 36,000 digital endpoints onone Avaya S8700 Media ServerRequires at least 8 servers in acluster to support 30,000 endpointsUp to 12,000 IP endpoints per serverCall Managers required: 4 primary, 2backupUp to 300,000 busy hour callcompletions (BHCC) With 100% Callcompletion250,000 BHCC per cluster*Copyright 2004 Avaya Inc. All rights reserved.*NO Documented testing on callcompletion numbers or BHCC.8

Apples to Apples: ApplicationsIP TelephonyAvaya Communication ManagerCisco CallManagerMore than 700 software features:A fraction of available Avaya features:Coverage path, Time Of Day Routing,Station Lock, Malicious Call Trace withauto-record, Service ObservingFull feature transparency:Across different platforms ofsoft phone, digital phone, IP phoneFull functionality, flexibility, ease of use,and trainingCopyright 2004 Avaya Inc. All rights reserved.Some named the same, but not equalin functionalityRequires 3-rd party applications forsome basic featuresFewer features supported in soft phonethan hard phoneLacks traffic reports and queuing foradministered hunt groups stationduplication is a multiscreen operation,system and group speed dialing islabor- and time-intensive9

Apples to Apples: ApplicationsContact CenterAvaya Communication ManagerCisco CallManagerIncorporates features that are used in80% of large contact centersIntegrated ACD (call center) softwarebuilt-in functionality at no extra chargeContinuous stateful-awareness of allcalls in progress / in queue, etc.Is limited by Cisco s voice is dataapproach no holistic strategyAdditional cost for functions like callhandling, queuing, announcements, etc.Outdated decision makers used toidentify call arrival and center resourcesEnhanced call routingNo predictor to identify availableresourcesNo match rate methodologies toensure best-client-to-best-resourcepairingDynamically engage agents before aservice level objective is in jeopardyCopyright 2004 Avaya Inc. All rights reserved.Agent selection based on historicaldata only truly predictive algorithmsnot available for ACD routingOutdated overflow methodologies todeal with peak times10

Apples to Apples: PhonesAvaya Communication ManagerCisco CallManagerAvaya IP Softphone:Cisco Softphones:Supports dual connection for betterwork-at-home audioMust put audio path into IP mainstream,lowering qualityIM and presence notification with SIPtechnologyDo not support SIP technologyAvaya Softconsole:Cisco attendant console:Supports full attendant functionalityLimited features, requires IP hard phoneCustomizableMaximum five speed dials (28 buttons canbe added with optional two-speed dialextender purchase)IP version can use PC audioFlexibility:Limitations:Media encryption is supported on all AvayaIP phones, conversations on TDM/analogphones, and all gatewaysOnly high-end 7970,7960, and 7940phones support encryption.All IP phones support 802.3af PoERequires web services to be enabled onphone for customization & reportingDetailed screen functionality andcustomization without web services.Copyright 2004 Avaya Inc. All rights reserved.Only 7970,7971 support 802.3af11

Apples to Apples: ReliabilityAnd SurvivabilityAvaya Communication ManagerCisco CallManagerLarge scale:Large scale:Avaya S8700 Media Server providesredundancy through single dual serverconfigurationCall preserving, instantaneous failoverRedundancy via eight clusteredserversConnection preservationat time of failureno featuresQuick failover and recovery (35seconds)Small scale:Small scale:Local Survivable Processor (LSP)supports calls/features for 450 phoneswith 700 featuresSurvivable Remote Site Telephony(SRST) is router based and providesless features.Call center SupportNo call center supportCopyright 2004 Avaya Inc. All rights reserved.12

Apples to Apples: ManagementAnd AdministrationAvaya Communication ManagerCisco CallManagerVerify busy status and eliminateresource failure as the causeNot supportedSecurely test a host of system functionsNot supported IP alarming,fragmentation testing, traffic reportsavailable at additional costSchedule command execution at specifictime, or periodic frequencyNot supportedUNIX or Linux based for larger systems:Windows 2000 based:Upgrade via single GUI, single fileNot an applianceFewer points to touchEach server requires separateupkeepMultiple partitions for easy recoveryIntegrated call center softwareNo operating system knowledge orapplication installation requiredCopyright 2004 Avaya Inc. All rights reserved.Third-party virus scanning programrequired for securityHost intrusion detection included13

Apples to Apples: ManagementAnd AdministrationAvaya Communication ManagerCisco CallManagerAverage management tasks:Average management tasks:Included in basic features or softwareoptionsRequire numerous patches andupgradesRequire two serversRequire up to nine serversPatch needs over a one-year period:Patch needs over a one-year period:Two patches (128 MB)19 patches (1375. 574 MB)25 minutes to download195 minutes to downloadAvaya less to manage, less cost, less downtimeCopyright 2004 Avaya Inc. All rights reserved.14

Apples to Apples: MobilityAvaya Communication ManagerCisco CallManagerExtension to Cellular bridges calls todesk phone to user s cellular phonePersonal Assistant offers basic FindMe / Follow Me functionality, but can tring desk and mobile phonessimultaneously or support CallManagerfeatures in the remote phoneAvaya/Motorola/Proxim SeamlessMobility offerNo competitive offersFull mobility outside the enterprisewith Motorola deviceSeamless transition to wireless LANwhen coming into enterpriseSeamless handoff between wirelessLAN access points within enterpriseSecure, always-on access toapplications mobile users needCopyright 2004 Avaya Inc. All rights reserved.Personal Assistant does not allowremote phone users to transparentlytransfer a call back to the desk phoneand pick it up (an Extension toCellular feature)Also no capability to extend a calltransparently from a desk phone to amobile phone (another Extension toCellular feature)15

Apples to Apples: SecurityAvaya Communication ManagerCisco CallManagere911 built in, works equally well withany IP infrastructureRequires a separate server for e911Crisis alert to stations, attendant,pager supported for 911 notificationOnly high-end 7970,7971,7960, 7940IP phones support end-to-end mediaencryptionEnd-to-end media encryption for allendpoints supportedLocking and password accesssupported for endpointsSecurity violation notification supportedOptional security code for Meet Meconferencing access supportedCopyright 2004 Avaya Inc. All rights reserved.No standard crisis alert featureLocking endpoints, security violationnotification, optional conferencingsecurity code not supportedIP alarming, fragmentation testing ofrouters, traffic reports available atadditional cost16