7.0 Thin Client Evolution

Interaction Center 7.
0
Thin Client Evolution
Las Vegas Application Conference
Nov 15th 2004
Tino Barzacanos
Technical Architect - ATAC
Copyright© 2004 Avaya Inc. All rights reserved
Agenda
Business Imperatives for a Thin Client

7.0 Thin Client Platform
7.0 Thin Client Evolution
7.0 Thin Client Presence
7.0 Thin Client Architecture
7.0 Thin Client Customizations
7.0 Thin - Thick Client Advancements

Why Thin Client?

CustomersPartners
Suppliers
The need for the Enterprise to Adapt Remote Private
WAN
Campus/Branch Network
Public Web
Local Center
Hosting
Branch Network
Service
Mobile Provider
HR/Payroll
Workers Application
Adapting to new Business and Operational requirements: Service Provider
Corporate
Traditional model: via – often proprietary-

technologies
and complex integration processes.
Problem: Closed and vertical architectures difficult to
manage and sustain.
Need for technologies that adapt based on inherent
architectures and standards.
Paradigm Shift:
Convergence. The adoption of IP telephony.
SIP: Managing presence and availability state across
all channels
LDAP: Single sign-on and access control across
disparate systems
The adaptive Enterprises prefer:
Non-proprietary “standard” platforms

J2EE specification as a basis for enterprise integration.
Common Services
Single Sign-On, Access Control, Roles Based UI’s.
Common administration.
Browser-Based Solutions
Leverage the virtual enterprise network.
Establish a middle-tier “application server” engine to
expose functionality.
Thin Components instead of Desktops
Smaller components that can be configured flexibly
within a common business process.
Portal ready but not require them.

Thin Client Addresses Customer Needs
Ease of Centralized Administration

Ease of Client Configuration
Lower TCO
Reduced Support Cost
Decrease Barriers to Remote Agents
Works and scales well in a distributed network
environment
Ease of integration into existing Thin-client
application environments
Browser based
Near- zero Desktop Administration
No Installation

What is thin?
THICK
Much of the business logic
is contained within the
“thick" client application,
IC Core servers provide
basic services and data
management.
Little, if any, business

logic is contained within
THIN
the “thin” client, instead it

resides on a mid-tier “web
application” server, IC
Core servers still provide
basic services and data
management.

Evolution from IC “Thick” to IC “Thin”

Interaction 6.1.3 Center Platform
- Multimedia Deployment
SD
DEFINITY 034
Corporate Email/Web Servers

SD
SD
PROLIANT
8000 PROLIANT
8000
ESC
ESC
SD
SD
DLT
DLT
SD SD SD
PROLIANT
8000 PROLIANT
8000 PROLIANT
8000
ESC ESC ESC
SD SD SD
an
DLT DLT DLT
100 Mbps Local Area Network
IC Servers
Interaction 6.1.3 Center Platform
- Most Common Deployment
SD
DEFINITY 034

SD
SD
PROLIANT
8000 PROLIANT
8000
ESC
ESC
SD
SD
DLT
DLT
SD
PROLIANT
8000
SD
PROLIANT
8000
ESC
ESC
SD
SD
an
DLT
DLT
IC Servers
Interaction Center 7.0 = Interaction Center
6.1.3 for thick client deployment
SD
DEFINITY 034

SD
SD
PROLIANT
8000 PROLIANT
8000
ESC
ESC
SD
SD
DLT
DLT
SD
PROLIANT
8000
ESC
and VO
SD
DLT
IC Server
Interaction Center 7.0 Maintains the Same Core
Framework/Services
IC Management Avaya Agent Avaya Agent

Manager Console Agent Desktop Agent Desktop
#1 #2
IC VESP Based Framework
Web
Data
Queue Work connector
TS Blender ORB VOX IC Email ADU EDU Report Service,
Stats Flow (WebACD
Service Server Service Service Service Service Service DS,
Service Service Comhub
Alarm
ICM)
IC Service Platform
Web Email
ACD IVR
Server Server
Repository
Data schema

Transitioning to Interaction Center 7.0 Thin Client
SD
DEFINITY 034

SD
SD
PROLIANT
8000 PROLIANT
8000
ESC
ESC
SD
SD
DLT
DLT
PROLIANT
8000
ESC
SD
PROLIANT
8000
SD
Definity w/
ESC
(2) MAPD
(for redundan
SD
and VO-IP gateway
SD
DLT
DLT
IC Voice/Email/Web IC Application Server

Server
What is the Application Server’s Role?
Standards Based
Constructed using Sun Java 2, Enterprise Edition
Provides standard architecture for deployment of application components
Also provides portability across all platforms supported by Avaya*1
SD
DEFINITY 034
Robust presentation environment

Dynamically generated content from JSP documents
Use of client-side DHTML and JavaScript for all presented components
SD
8000
SD
PROLIANT
PROLIANT
8000
ESC
ESC
J2EE: The fabric upon which the thin

client (the application)
SD
SD
DLT
DLT
PROLIANT
8000
ESC
SD
PROLIANT
8000
ESC
SD
is constructed
Definity w/ within a
(2) MAPD
(for redundancy
SD
SD
modular, portable, customizable
and VO-IP gateway(optional)
DLT
and maintainable model

DLT
IC Voice/Email/Web J2EE Application Server

Server
J2EE Considerations and Challenges
J2EE provides the application building framework for standard thin client
deployment.
However:
There is no great dependency on J2EE. There is no use of any J2EE container
other than the servlet application container.
Rudimentary J2EE services such as JNDI for services lookup and for
encryption/security and logon purposes are utilized, but IC 7.0 leverages J2EE
primarily as a framework for standard application building and a stage for
standard application deployment.
J2EE is based on a transactional model to satisfy most business applications
(GET/PUT POSTS) and Interaction Center is based on a highly event driven
model. JMS is considered a “weak” messaging protocol and not fit for IC’s
“fine grain” event generation demands.
SD
DEFINITY 034
IC 7.0 overrides this restriction by incorporating a proprietary messaging

PROLIANT
8000
ESC
SD
PROLIANT
8000
ESC
SD
scheme (Event Messaging Layer/UOM) to satisfy asynchronous

DLT
SD
DLT
SD
communications that characterize the IC platform.
PROLIANT
8000
ESC
SD
PROLIANT
8000
SD
Definity w/
ESC
(2) MAPD
(for redundancy
SD
SD
DLT
DLT

Evolution of The Client Layout
Thick vs. Thin Client UI

IC 7.0 Thick Client Presence
- L layout remains

IC 7.0 Thin Client Presence
• New integrated approach to contact handling:

• Browser based
• New look and feel
• “Equivalent” functionality of current IC Thick Client
• Skins will be used to quickly and easily customize the look and feel (color,
font, graphics)
• Starting point for custom implementations
• Improved real-estate management
• The “L” presentation concept goes away
• Smaller interface that is 20% of vertical screen

IC 7.0 Thin Client Drivers
New approach to agents’ work:

Integrated contact handling across the voice, email, and chat
channels
Consistent, repeatable and logical UI behavior while handling work
across the channels
One work list encompasses all assigned interactions
Pane Content is Context driven to maximize UI efficiency
Mouse-less operation

Agent Desktop
Agent Desktop panes
Agent Work Handling Controls Media Dependent Controls Agent Tools Av ay a logo
Status and
Controls
Details Customer History Interaction History Prompter About
Work My Interactions
Status Interaction Details
Summary Tabset
User Messages (expanded tooltips, status, error messages etc)

Thin Client User Interface Panes
Status and
Controls
Summary Tabset

Agent Status and Controls
Allows the agent to view and manipulate their

state and work settings
Status and
Controls
Tabset
Summary

Work Status Summary
"Status at a glance“
Summarized view of interaction totals, by media type
New Work Notification
Status and
Controls
Summary Tabset

“My Interactions” list
Single, unified display for all media types.

Common, more normalized data fields
Coordinates with the Interaction Details tab-set
Coordinates with the contextual presentation of toolbars and
associated controls
Status and
Controls
Summary Tabset

Interaction Details tab-set
Details
Customer History
Interaction History
Prompter
About
Status and
Controls
Summary Tabset

Common Work Handling Controls
Applicable to all interaction types:

Work Acceptance/Completion
Work Initiation
Softphone-like Controls
Work Collaboration (transfer, conference and consult)
Status and
Controls
Summary Tabset

Media Dependant Controls
Commonly used controls that are unique to a specific channel:

Outbound telephony
Email
Web/voice chat
Status and
Controls
Summary Tabset

Agent Tools
Directory (formerly UAD)

Resources (prepared text, emails and URLs)
Web Self Service Database
Agent’s Homepage
OA Report Dashboard
Shortcuts (to other applications)
Online Help
Status and
Controls
Summary Tabset

User Messages
Permanent location for user messages

Expanded tool tip display or help messages
Contextual information
Warnings
Error messages
Etc.
Status and
Controls
Summary Tabset

Email Application
Very similar to that deployed in IC 6.X except that it will be part of

the ICTC Console (the Web Agent goes away)
The email application will be provided as a pop-up appearance in
another browser
Read email messages
Compose email messages to customers
Resource usage (prepared text, email messages and URLs)
Suggested responses
Attachments
Quality assurance function
Spell checker
Email tracking history

Web Application
Very similar to that deployed in IC 6.X except that it will be part of the
ICTC Console (the Web Agent goes away)
The web application will be provided as a pop-up appearance in another
browser
Text Chat
Voice Chat (adding PSTN or VOIP to a text chat)
Shared Browsing
Auto-Sync (escorted browsing),
Page Push
Collaborative Form Filling features
Customer callback
Chat transcript viewing
Text/URL entry
Resources usage (prepared text, email messages and URLs)
Spell checker
Thin Client Architecture
Client – Server Components

Interoperation
Dependencies
Messaging – Event Notification
Custom Components

Thin Client Architecture
33
Dependencies
Each Subsystem/Layer is
depending on the other via
a hierarchical order
Generic UI ->
Presentation Subsystem ->
Eventing Subsystem ->
Basic Services ->
Core Services
- “Calls” go top-down (except Presentation Layer)

- “Listeners” go down-up
Delivering/Requesting Data To/From The
Client
Server to Client:
Real time data delivery (via events)
Uses the Eventing subsystem (UOM)
Client to Server:
Data delivery on requests
Uses the browsers HTTP request
mechanism
Real Time Data Delivery and UI Adaptation

Real Time Data Delivery and UI Adaptation
Server side Application

Controllers are POJOs.
They can retrieve data
File System from any possible
source.
Application Controllers
act as adapters
Server side
Client Side
Application -Data Application Database
converting data from
Controller Controller
these various sources
into a format which the
Presentation can
consume
Client side
Data Model User Object Model
Opportunity for
customized UI behavior
via Event Adapters
executed via Application
Controller
37
Data Controller
The client side Data Controller is a

Javascript object that runs on the client
side and is responsible for controlling
the Data model
Data Controller is a singleton
The Data Controller serves the following
functions,
Inserts data into the data model
upon receipt of a data event from the
Presentation Layer on the server.
It informs client-side listeners when
data in the model changes
It provides a mechanism for retrieval
of data from the data model
It provides a mechanism to do a bulk
update

Data Events
The various Application

Controllers that make up the
ICTC Presentation subsystem
send events to the client with
data as their payload
Data.add
Sent when data needs to be
inserted in the client side
datamodel
Data.modify
modified in the client side
datamodel
Data.remove
removed from the client side
datamodel

Client Side Data Structures
Data sent from the ICTC

Presentation Layer on the server
is stored on the client in a
hierarchical data structure in
memory
Commonly referred to as Client
side Data Model or Database or
forward caching mechanism
The Data Model can be accessed
from any interested party via the
Data Controller
40
Normalized data  Client Side Data
Structures
Name Value • The attribute dataid indicates under

which node the other attributes of the
dataid 12345 map are to be inserted in the Data Model
• The name/value pairs used in this Map
mediatype email are Java Strings
topic Test Message
12345
from xyz@avaya.co
m Mediatype=email
From=xyz@avaya.com
edu.priority high Topic=Test Message
edu
edu.customervalue 27 Priority=high
Customervalue=27
41
In Summary:
The Application Controller creates a Data event and

populates it with data that it needs to pass to the client
When the Application Controller creates a Data event it
associates that event with a dataid by passing the
dataid as an attribute of the event
The dataid determines where the Data Controller will
insert data in the Data Model
Application Controllers could be associated with one
or more dataids
42
In Summary (2):
For example optical changes within the ICTC UI are

governed by a JavaScript component that subscribed
an expressed interest into event changes within the
Data Model.
Once this “listener” references the Data Model the UI
will adapt to any event changes and repaint the UI.
43
In Summary (3):
Repainting the screen based on event changes and associated
metadata encapsulated within the client side Data Model
Name Value
dataid 12345
mediatype email
topic Test Message
from xyz@avaya.com
edu.priority high
edu.customervalue 27

In Summary (4):
End to End Process Flow
1. Email arrives at PO3 compliant

server
2. AVAYA IC polls the Email Server via
IC Email connector
3. AVAYA IC creates EDU, runs
Workflow
4. AVAYA ICTC Application Server is
notified of the core IC events and
associated data payload via the
UOM
5. UOM channels the event/data
payload to the Presentation Layer
6. Server Side Application Controllers
funnel the Client Side Data
Controller with name/value java
strings
7. Client Side Data Model is populated
accordingly
8. Data Model population fires up JS
listeners
9. JS listener drives UI repaint, based
on Data Model changes
45
Copyright©
POP3
2004 Avaya Inc. All rights reserved 1
Customizing Real Time Data Delivery
After creating a data event the

Application Controller passes that
event to Event Adapters that may
want to pass custom data to the
client
The Event Adapter mechanism can
be used to deliver custom data to
the client
Event Adapters get a chance to
override any default event handling
done by an Application Controller.
Event Adapters that need to send
custom data to the client should
register for one of the data events
Registration of Event Adapters can
be manipulated by modifying the
main template JSP
46
Data Delivery On Request
The UI Framework also provides

a mechanism for requesting data
on demand via the client side
Data Controller (BulkUpdate).
I.e. Create a Java bean capable of
retrieving data from some source
and storing it in a normalized
data format
Write a JSP that uses that Java
Bean
Use the BulkUpdate JSP custom
tag on the page
Client side Data Controller
requests the JSP
Data Controller populates the
Data Model
47
Customization/ Personalization
Approach to Application Enablement:

Thin Client Customization Layers
Layer 1: Templates
Layer 2: Components, Skins, and Resources
Layer 3: Custom Tags & Other Web
Customizations
Layer 4: The Public Java API
Layer 5: The Private Java API
Release Plan for Customization
48
Approach to Application Enablement:
Thin Client Customization Layers
Layers allow for varying

degrees and methods of
customization
Layers closer to IC core
are more challenging to
customize, but offer
greater flexibility
Customization at layer 5
rarely, if ever, supported
Strategy builds to Web
Services offering
49
Layer 1: Templates
JavaServer Pages describing

the organization of an IC Thin
Client application
May be edited to modify out-
of-the-box agent application
Examples:
Change the arrangement
of components on the
screen
Add/remove components
50
Layer 2: Components, Skins, and Resources
Allows changes to out-

of-the-box app
behaviors via simple
text file or graphics file
modifications
Examples:
Applying custom
text styles to Details
tab (shown here)
Changing the name
displayed for an
EDU field
Changing graphics
file in skin to display
customer logo
51
Layer 3: Custom Tags & Other Web
Customizations
Allows deeper customization of
template components
Sizing, formatting (style sheet elements)
Behaviors (sorting, refresh, other • Examples
properties) – When designing a custom
Nested components, construction of component, use of the
new components contectMenu attribute to attach a
menu to a textButton
Rich behaviors possible through use of
JavaScript – Use of the automationObject tag
and some nested JavaScript to
code a screen pop

Layer 4: The Public Java API
Siebel Avaya
Facilitates deep programmatic Biz Logic Interaction
customization Server Center
Exposes objects representing
the user, contacts, media
Public API
channels, etc. Siebel ICTC
Presentation Application
Java Programming Required! Server Server
Examples
Siebel connector and other
3rd party integrations
Server-side integration of
TC agent app with home
grown database app
Will support Web Services
connector in later release

Layer 5: The Private Java API
The Private Java API

is the heart of IC’s
Thin Client
Architecture
Provides new, cleaner
Public Java API

programming model for Presentation Layer
IC
Not directly exposed J2EE
Application
for use by System Private Java API Third Party
Server
Systems
Integrators
Connector
Services
Web
Public API is a subset IC Bridge
of Private API
Avaya Interaction Center

Release Plan for Customization
Customization elements are added over three releases

IC 7.0
Out-of-the-box application with basic web customization
(Layers 1-3)
IC 7.1
Siebel integration using the Public API, exposure of Public
API for integrator and customer use (Layer 4)
ECC 3.1 (IC 7.next)
Use of Public API as foundation for IC Web Services

Scalability and Performance
Scalability goals are same as existing thick client (24

contacts/agent/hour) with 500 agents supported in one
applications server (can really do up to 800 agents).
On performance of agent desktop, goal is ½ sec for
most user operations and 1 sec for a new window
opening. 1.4 Ghz agent PC is recommended.

Thick Client vs. Thin Client
– Logical Relationships
Media
Blender
Media
Connectors Thick Clients -VTel
Blender
Client
Server
Blender
Media
Connectors Thin
Server
Data
Controller /
Model
UOM Event
Presentation
IC Bridge Eventing Listener
Subsystem
Copyright© 2004 Avaya Inc. All rights reserved Subsystem Applet
References
Customization Guidelines for component and template

JSPs
http://410svr00.sv.avaya.com:8080/wiki/Wiki.jsp?page=C
ustomizationGuidelinesForComponentsAndJSPAssets
Thin Client Customization Requirements Spec
CID 97127, Thomas Hemm
ICTC Presentation Layer Design
CID 102622, Craig Miller et al
ICTC Customization Scenarios document for FQT
By Cary Haynes

More references
Servlets & JSPs

http://coreservlets.com/
DHTML Reference
http://msdn.microsoft.com/library/default.asp?url=/works
hop/author/dhtml/reference/dhtml_reference_entry.asp
JavaScript Reference
http://devedge.netscape.com/central/javascript/

IC – ACD Communications

7.0 Interaction Center Platform
DEFINITY 034
SD
North Carolina
Call Center
Definity w/
(2) MAPD
CallVisor
(for redundancy
PC ASAI messages
Using the MAPD based CVLAN
are between the Server Release 6.1 or Release 8
Redundant
CVLAN Server and Dedicated LAN Application communicating with
the switch Segments
Between Definity ASAI on Avaya Communication
and Telephony
Servers
Manager Software (240
events/sec max)
SD SD
PROLIANT
8000 PROLIANT
8000
ESC ESC
Primary and Backup

Avaya IC Suite and
SD SD
Telephony Servers
DLT DLT

Avaya CVLAN Server R9 for Linux
DLG: Definity Lan Gateway
General Availability March 2004

CVLAN R9 Features: MultiConnect
720 ASAI messages/sec across all links

CVLAN R9 Features: Capacity
 CVLAN R9 can support up to 16 Links per Server
 CVLAN R9 can support 32,000 ASAI Associations,

shared
over 16 Links (MAPD can support 496)
 CVLAN R9 can support up to 720 msgs/sec (MAPD can
support 240 msgs/sec)
 Essentially a CLAN replaces a MAPD. Therefore:
 S8700 with 3 CLAN can support 3 x 240 msgs/sec = 720
msgs/sec
 S8710 will support more CLANs therefore more
links/throughput

CVLAN R9 : IC Compatibility and Support
 CVLAN R9 is being certified with Avaya

Interaction Center (IC) 6.1.3
IC will support CVLAN R9 on IC 6.1.3 or Later

7.0 Thin Client Evolution

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Interaction Center 7.

Business Imperatives for a Thin Client

Copyright© 2004 Avaya Inc. All rights reserved

Copyright© 2004 Avaya Inc. All rights reserved

Traditional model: via – often proprietary-

Non-proprietary “standard” platforms

Copyright© 2004 Avaya Inc. All rights reserved

Ease of Centralized Administration

Copyright© 2004 Avaya Inc. All rights reserved

Little, if any, business

the “thin” client, instead it

Copyright© 2004 Avaya Inc. All rights reserved

Copyright© 2004 Avaya Inc. All rights reserved

Corporate Email/Web Servers

ESC ESC ESC

100 Mbps Local Area Network

Corporate Email/Web Servers

100 Mbps Local Area Network

Corporate Email/Web Servers

100 Mbps Local Area Network

IC Management Avaya Agent Avaya Agent

IC VESP Based Framework

Copyright© 2004 Avaya Inc. All rights reserved

Corporate Email/Web Servers

100 Mbps Local Area Network

IC Voice/Email/Web IC Application Server

Robust presentation environment

J2EE: The fabric upon which the thin

and maintainable model

100 Mbps Local Area Network

IC Voice/Email/Web J2EE Application Server

IC 7.0 overrides this restriction by incorporating a proprietary messaging

scheme (Event Messaging Layer/UOM) to satisfy asynchronous

100 Mbps Local Area Network

Copyright© 2004 Avaya Inc. All rights reserved

Thick vs. Thin Client UI

Copyright© 2004 Avaya Inc. All rights reserved

Copyright© 2004 Avaya Inc. All rights reserved

• New integrated approach to contact handling:

Copyright© 2004 Avaya Inc. All rights reserved

New approach to agents’ work:

Copyright© 2004 Avaya Inc. All rights reserved

Agent Desktop panes

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

Allows the agent to view and manipulate their

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

Single, unified display for all media types.

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

Applicable to all interaction types:

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

Commonly used controls that are unique to a specific channel:

User Messages (expanded tooltips, status, error messages etc)

Copyright© 2004 Avaya Inc. All rights reserved

Directory (formerly UAD)