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Avaya: CEBP Too Complex

Avaya upgraded its Communication Enabled Business Process (CEBP) under the brand Avaya Agile Communication Environment (ACE) release 2.3, in the process essentially admitting that its initial attempt to incorporate Web services into PBX design was too much for many of today's business users. With the new release, Avaya is pushing three themes: tighter integration with Avaya Aura; enhanced integration with systems such as Microsoft Office Communications Server (OCS), IBM Lotus Notes and Sametime

The applications can also be developed for users and sessions rather than endpoints and PBX calls, thereby supporting multiple endpoints and multimodal sessions, including presence, telephony, video and IM. Applications can take action on calls before they are delivered to the endpoint, using sequenced applications.

Other enhancements extend ACE's reach to non-Avaya environments. A new client-side add-in for Microsoft Communicator allows employees to click-to-call from online or premises-based Microsoft Communicator clients. This was possible in the past, but only from the more expensive enterprise CALs, not the standard CAL.

As for IBM environments, there's a packaged application to embed voice in the latest release of IBM Lotus Notes and Sametime. Employees can click-to-call and see telephony presence from within Lotus Release 8.5.1 while using desk phones from Avaya or other vendors.

Programmatically, Avaya has added the ability to support sequenced applications. Sequenced applications inject business applications and media services into call flows. Multiple actions can be triggered by specific criteria during the call setup, enabling all sorts of applications.

For example, a sequenced application for lawyers automatically enables recorded calls to be sent to a cloud-based speech-to-text transcription service and the recordings, transcriptions and call detail records for billing to be stored in the appropriate client databases.

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