Avaya Aura® Presence Services

The Avaya Aura® Presence Services provides a scalable, high performance presence aggregation service that collects and disseminates rich presence from Avaya and third party sources. Using rich presence, users gain the ability to more effectively reach the people they need, leveraging the multiple channels of communications available to them.

Although Presence is commonplace in Unified Communication Solutions, it still has tremendous potential to drive improved customer care in the contact center by bringing expert resources to bare on customer issues. Presence powers Communications Enabled Business Processes (CEBP), which can use rich presence to ensure that the right resources are available before the system reaches out to them to resolve a business problem.

The Avaya Aura® Presence Services collects and distributes rich presence between Avaya and third party sources. By leveraging a set of collectors, which link the core presence capabilities with these other presence sources, Avaya bridges presence information across a diverse set of business environments.

The Avaya Aura Presence Services works in concert with other presence-enabling capabilities provided by Avaya. In addition to showing presence in Avaya desktop clients and IP phones, Avaya presence solutions extend to a wide array of business communications applications.

On-the-phone status can be seen in Microsoft Office Communicator and applications such as Outlook and SharePoint® that use SmarTags. Phone status is also viewable in IBM Lotus® Sametime® and applications using Live Names, such as Lotus Notes and Jabber instant messaging.

When client software from Avaya, Microsoft, IBM Lotus, and Adobe is integrated with Avaya Meeting Exchange for an audio-only or web conference call, a roster of call participants and the speaker is shown. Avaya video applications utilize presence to show continuous presence (the ability to see multiple video participants at the same time) or the active speaker in a video call.