From Here to There: Multimodal, Converged Communications Trends

1
From Here to ThereMulti-modal, Converged
Communications Trends Strategies
James Haensly Chief Technology Officer Avaya Asia
Pacific
2
Business Institution Needs Create Increasing
Demands for Communications

• Any device, any process, any network
• Enterprises Institutions becoming virtual
• Globally distributed value chains
• Collaborating communities
• Interconnected processes
• Security reliability
• Demand for performance
• Revenue
• Productivity
• Profitability

3
The Three Phase Evolution to Converged
Communications
IP QoS
Real-TimeReliable
IP Telephony

• Traditional
• Separate voice and data networks
• Emerging IP phones

TrafficMgmt
BestEfforts
Stand-alone
4
The Three Phase Evolution to Converged
Communications
IP QoS

• Converged Networks
• Integrated voice-data applications
• IP as universal infrastructure
• SIP evaluation by carriers and enterprises

Real-TimeReliable
IP Telephony

• Traditional
• Separate voice and data networks
• Emerging IP phones

TrafficMgmt
BestEfforts
Stand-alone
Virtual
5
The Three Phase Evolution to Converged
Communications

• Converged Communications
• Rich multimodal user experience
• Dynamic application creation using Comm. Services
• Built on Converged Networks

IP QoS

• Converged Networks
• Integrated voice-data applications
• IP as universal infrastructure
• SIP evaluation by carriers and enterprises

Real-TimeReliable
IP Telephony

• Traditional
• Separate voice and data networks
• Emerging IP phones

TrafficMgmt
BestEfforts
EcoSystem
Stand-alone
Virtual
6
Communication Model
Comm EnabledPortal
xUI Access Control Presentation Server
Business Apps Comm Services
CRM SCM ERM Presence Telephony
Support and Services
NetworkServices
QoS Policy Registration SIP User
Provisioning
Infrastructure
SAN Servers Wireless Routers Gb Switches
7
Communication Model and Trends
Trends
Comm Enabled Portal
Security Securing distributed open systems
Business Apps Comm Services
Directories Fundamental to management, security
apps
Support and Services
Network Services
ManagementHeterogeneity
Infrastructure
8
Disruptive Technologies Redefine Business
Practices
Natural Interfaces
Comm Enabled Portal
Security End-to-end technologies processes
From stand-alone to federated apps
Communication-Enabled Federated Apps
Business Apps Comm Services
Directories
Support and Services
QoS-Enabled IP
Network Services
Management
Infrastructure
9
Disruptive Technologies Redefine Business
Practices
Natural Interfaces
Comm Enabled Portal
Security End-to-end technologies processes
Communication-Enabled Federated Apps
Business Apps Comm Services
Support and Services
Directories
QoS-Enabled IP
Network Services
Management
Infrastructure
10
Natural Interfaces are Multi-Modal
The most natural communication mediacan be
voice, text, image, annotation . . .(or a
combination of these)depending on the
interaction and device(s) available

• A shared space involving pen, sound and document
  allowing multi-modal collaboration and real time
  communications
• Annotation saved, sent, and retrieved as ink data

Packet Network
MAN LAN wi-fi
Another Handheld PDAreceiving directions
Handheld PDA sending directions
11
(No Transcript)
12
Multimedia Integration Platform
Integrates Multimedia Technologiesenabling rapid
communication application development

• Example Voice request results in a multimedia
  response on a WAP client

• In-progress
• Tight integration with web services
• Multi-modal interactions

MTIP
13
Increasing Sophistication of Natural Interfaces
Evolution ofspeech and language applications
14
Natural Interfaces Technology Challenges

• Multi-Modal Challenges
• Mismatch between communication capabilities of
  sender and receiver
• Managing simultaneous input streams from more
  than one modality into a single communication
  event
• Associating annotations with documents
• Understanding, storing and rendering device
  dependent annotations in a device independent
  manner
• Mapping annotations at a logical rather than
  presentation level
• Natural Language Challenges
• Broadening understanding
• Continued advances in speech generation and
  dialog systems
• Intelligent dialog between human and machine is
  the ultimate challenge for computing machine

15
Disruptive Technologies Radically Redefine
Business Practices
Natural Interfaces
Comm Enabled Portal
Security End-to-end technologies processes
Communication-Enabled Federated Apps
Business Apps Comm Services
Support and Services
Directories
QoS-Enabled IP
Network Services
Management
Infrastructure
16
SIP is to Real-Time People-to-People
Communications what HTTP was to Information
Exchange on the World Wide Web.
Telephony Apps (Voice Mail, CTI, Call Center)
SIP Servers and SIP-Enabled Communication Apps
Phones
SIP User Agents
IP Network
PBX

• Enables rapid creation of communication-enabled
  enterprise applications from standardized
  components
• Supports multi-modal communications and devices
• Changes the focus from mode to user by equalizing
  real-time and near-real-time communications into
  a session
• Standardized personal address means theres one
  way to place the call regardless of device
  being used by recipient
• Services-based environment accommodates both
  peer-to-peer and client-server apps

17
Converged Communication Topology
SIP endpoint
SIP endpoint
Application Services
Communication App Server
Telephony App Server
SIP endpoint
Existing comm server
Existing endpoint
IP endpoint
eBusiness App Server
Existing apps

• Key technologies
• SIP Session Initiation Protocol provides simple
  signaling for session setup and control
• Web Services Protocols for data and application
  interoperability
• Presence Find the Right person, in the Right
  place at the Right time in the Right way
• Peer-to-Peer Putting users in direct control of
  communications sessions and capabilities

18
Converged Communications Applications - Challenges

• Process changes
• Business process management
• Programmer operations staff training
• Integration with existing applications
• Integration with legacy systems architectures
• Interoperable information models
• Standardization and conformance
• Web services standards are still evolving
• Interoperability between .NET and J2EE
  environments and applications
• Other Technology dependencies
• User and application level security management
• Integrated enterprise-wide directories

19
An Example Unified Communication
SolutionsGreater Speed, Quality and Mobility
WEB, WIRELESS SPEECH ACCESS
Integrated access to
directory anddatabases
Contact InformationManagement
Message Management
Near and Non real- time
integrated voice, email, fax and video
Personal Efficiency Management
Calling Conferencing Management
Real-time any media conferencing
and collaboration
Individually customizable communication rules
20
Disruptive Technologies Redefine Business
Practices
Natural Interfaces
Comm Enabled Portal
Security End-to-end technologies processes
Communication-Enabled Federated Apps
Business Apps Comm Services
Support and Services
Directories
QoS-Enabled IP
Network Services
Management
Infrastructure
21
QoS Goals are at the Application LevelManaged
at all Levels
QoS Performance Response time Delay Jitter
Loss etc. Reliability
Availability(99.999) Data/Transaction Integrity
etc.
QoS Management Server
Control/Signals
Business Apps Comm Services
QoSGoals
Status/Events
NetworkServices

• Specify per-user/application-level QoS goals
• Measure QoS conformance
• (Re)Configure network and servers to achieve QoS
  goals

Any solution should be able to monitor and
control a variety of network elements and
applications
22
QoS Performance Strategies

• Over-provision
• More powerful CPUs
• High Performance components,e.g. OS, Database
  etc.
• Load balancing

Business Apps Comm Services

• Application Aware Routing
• Using Application Knowledgefor session
  establishment

NetworkServices

• Over-provision
• Fatter pipes
• Priority managed
• Traffic managers
• Network assessments for various services
  including voice
• DiffServ, RSVP, MPLS

23
QoS Reliability Strategies

• Prevention
• Monitoring and rejuvenation
• Hardened OS
• Recovery
• Failure detection and fail-over
• Hardware redundancy
• Data Integrity
• In-memory data checkpointing
• Persistent data replication

Business Apps Comm Services
NetworkServices

• Path Redundancy
• Spanning tree protocols in switches for LANs and
  MANs
• MPLS dynamic reconfiguration
• Recovery
• Expert systems detect/repairnetwork level faults
• Hardened network elements

24
QoS-enabled Networks - Challenges

• Network readiness
• Configure to support desired QoS
• Provide desired bandwidth, delay, jitter, loss,
  etc.
• Business policies around QoS
• Determining QoS goals and granularity (per flow
  type, per application, per user, etc.)
• Mapping goals to network/application mechanisms
• Dynamic conditions
• Load, applications, network conditions and users
• Correctness of network data in face of constant
  change
• Heterogeneity
• Non-uniform implementation of QoS mechanisms
  across vendors, domains, systems and layers
• Bandwidth in different segments
• Common management schema/standards

25
Disruptive Technologies Redefine Business
Practices
Natural Interfaces
Comm Enabled Portal
Security End-to-end technologies processes
Communication-Enabled Federated Apps
Business Apps Comm Services
Support and Services
Directories
QoS-Enabled IP
Network Services
Management
Infrastructure
26
Security is Increasingly Important

• Attacks increasing
• Data service theft
• Spoofing
• Denial of Service
• Viruses Vandalism
• Eavesdropping
• Attacks exist at every level
• Terminals, LAN, Switches, Network, Servers,
  Applications
• Attack sophistication increasing
• Toolkits
• Coordinated, distributed attacks
• Wireless Mobility issues
• Wireless protocols less secure
• Mobile devices lack physical security

CERT Security Reports 1988 - 2001
60000
50000
40000
30000
20000
10000
0
1988
1991
1994
1997
2000
incident count

• 150 to 200 new viruses per month
• 60-70 of security breaches are internal
• Viruses and hacking cost 266 billion in US last
  year

Global Information Security Survey
(InformationWeek and Price Waterhouse Coopers)
Data from Carnegie Mellon Computer Emergency
Response Team
27
Layered Trust Boundaries
Security policies and procedures beyond the
physical perimeter ofthe enterprise remote
workers, B2B partners suppliers, extranets etc.
Extended Perimeter
Application level access, authentication
authorizationData Protection Encryption
Perimeter
Control Domain
Firewalls
Security Management
Identity and Access Mgmt
Resource Domain
VPN
OS, applications, data
Network level controlsto filter traffic and
manage accessEncryption
Security monitoringEnterprise-wide
Authentication Data protection
Firewalls
Source The Burton Group
28
Security Mechanisms

• Prevention
• Anticipate and prevent attacks
• e.g., authentication, firewalls, filters, VPNs,
  encryption

• Detection
• Detect and predict what-when-where of attacks
• e.g., intrusion detection, monitoring alerts

• Validation
• Validate desired properties by modeling,
  simulation or testing
• e.g., digital signatures, network discovery,
  penetration testing

• Recovery
• Take corrective action to restore service
• e.g., define test recovery procedures

• Redundancy
• Provide spare capacity ready for deployment
• e.g., backups, alternative sites

29
Selected prevention techniques

• Media
• Encrypt voice so sniffers hear only white noise
• Session
• Session level encryption with private key
  administration
• Link encryption for key distribution
• Server
• Eliminate common attacks by disabling un-needed
  services e.g. NFS, X-windows, rexec,
• Protect network servers against viruses by
  eliminating incominge-mail, web browsers, shared
  drives
• Network
• Filter packets based on addresses, port numbers
• Defend against denial-of-service attacks by
  discarding suspicious packets
• Administration
• Set, communicate, and enforce security policies
• Make it convenient if its too hard, itll be
  circumvented

30
Securing Converged Networks and Applications
Challenges

• Keeping current
• New forms of attacks
• Attacks increasing data and service theft
  spoofing denial of service viruses and
  vandalism eavesdropping
• Security patches from vendors
• User and operations staff education and training
• Security awareness
• Following good security practices strong
  passwords, regular virus checker updates etc.
• Security intrusion detection and response
  processes
• Incorporating secure programming practices
• By vendors
• By in-house programming staff

31
Disruptive Technologies Redefine Business
Practices
Disruptive Technologies
Comm Enabled Portal
Natural Interfaces
Communication-Enabled Federated Apps
Business Apps Comm Services
Security
Support and Services
Directories
QoS-Enabled IP
Network Services
End-to-end Security
Infrastructure
Management
32
www.avaya.com