With Federal legislation (Kari's Law and RAY BAUMs Act) in place and additional requirements set to go live January 6th, 2022, IAUG members must have full competency of the requirements and strategies to mitigate any gaps in their existing voice network.

Knowing the law is the first step, mitigating any voice communication gaps in compliancy is the second, lastly, Enterprise E9-1-1 is not a set-it-and-forget-it application and needs ongoing attention and care. A panel of industry experts will provide answers to the most pressing questions concerning legislation, technology and corporate policy regarding Enterprise E9-1-1.

This session will provide a deep understanding of the kind of attacks an SBC is subject to, and how an attack escalates into a breach. You will get an understanding of the attack signatures and how to spot one. You will also learn how to avoid or detect them to minimize the impact of these attacks and learn about NSA recommendations on perimeter security.

Questions we will answer include:

• What are the top 10 attacks on the SBC?
• Why does an attack escalate into a breach? How and when?
• How to detect the attack; how to avoid the attack?
• How to perform emergency measures to contain the damage If you are undergoing an active attack?
• Why SBC monitoring in real-time is important to keep your UC / CC network safe?

Are you trying to support CMS as a System Administrator, but you don't know a lot about it? You don't use it every day like your supervisors. In this session, you will learn how to:

• Help your supervisors understand the Reports
• How the Reports directly relate to the vector programming
• How to set up Scripts so all reports are displayed on Supervisor's screen with One Click
• How Supervisors can maintain their own Dictionary
• How Supervisors can maintain their own Agent Groups
• You will receive instructional job aids for your supervisors
• How to set up and measure Exceptions, like RONAs
• How to Export Data to Excel

This session will provide a number to techniques to ensure that your SIP network is safe from toll fraud, hacking, and other nefarious activities. It will cover securing SBCs, spotting anomalies in voice traffic, real-time monitoring of voice traffic, and social engineering for security.

An awareness of SIP is preferred, but each topic will be presented in an easy to digest manner. Whether you are a contact center business unit leader or an IT/Voice professional, you will walk away with practical, useful, and essential information.

The rush to cloud is on. We are seeing more and more Enterprises tired of the effort and expense to maintain their own collaboration platforms looking to move to cloud. In the past, most cloud adopters have been small and medium businesses. This is changing however as larger Enterprises are looking to move to cloud as well.

The question we will address in this session is ACO a good fit for large enterprises? The answer is yes, more times than you think.

If you're like most customers, you've started down the path of SIP in some way. Maybe it's just SIP trunks, maybe it's adjunct connectivity to integrate IVRs or voicemail, or maybe you've begun rolling out SIP phones and Equinox mobile clients. If so, it's important that you know how to troubleshoot in the world of SIP. It's very different from H.323, with more things to keep track of.

In this session, we'll provide an overview of SIP and Avaya's use of SIP in their architecture. We'll show you tools available in System Manager and Session Manager tools, including traceSM. If you're new to SIP, this will be a great session to learn some of the tools to help you give your users a better experience.

In this session learn how to do more with CM vectors using Variables. VDN variables and Vector variables can make vectors more efficient. Vector steps can be reduced and a single vector can be used in many ways. This session will explain what variables are, how the types differ, and how to use them. Examples of actual working solutions are used to illustrate how variables can be used. The session will also include ways to troubleshoot vectors using variables to get them working correctly.

Attend this session to expand your vector functionality.

Communication is not just desktop phones and Avaya is not just a phone company. In the past, most Avaya users probably didn't even realize that their IP phone had a password, much less knew what it was. As we move to the age of soft clients, web-based voicemail access, and integrated collaboration tools, we increase our risk in two big ways. The access points to our Avaya systems are suddenly open to the outside world through web portals, and the users are now responsible for tracking and updating multiple different passwords.

Avaya recognizes these challenges and is integrating SAML (Security Assertion Markup Language) features into their portfolio. This industry standard method of authentication allows users to access Avaya applications using enterprise credentials — a win/win that both simplifies our administrative responsibilities and enhances the users experience. This session will provide an easy-to-understand overview of SAML to jump start your planning for this new technology.

Experience Avaya Cloud Office by RingCentral through Avaya Devices, and how they go to the next level on providing the user experience and features not available anywhere else. Attend this session to see which devices are the best fit for your use case.

This session will provide an overview of the Multiple Agent Softphones including a reference architecture and required Avaya Licensing for the following models.

• One-X Agent - Agent for Desktop AADS (SIP & H.323)
• Workplace with CC features on Windows (Mac if Available at the time of the conference)
• Workplace with CC features on iOS & Android.
• Workspaces for Elite We will include a Live Demo of the various integrations

• Pros and cons of each client
• If I am blending UC features into my call center like 'Team Button' & 'Video' which soft client, do I deploy?
• What is the work effort on configuring?

So, we survived (are surviving?) a global pandemic and we now have a workforce that is working away from your corporate campus at least a few days a week. We all learned a lot by quickly implementing solutions to enable our knowledge workers to be able to do their jobs while away from their desks in the office. Now is a great time to take a breath and look at some of the current solutions available to us as Avaya customers to service our knowledge workers, contact center users and everybody else we need to serve.

In this session, we will look into what clients are currently supported by Avaya, the pluses and deltas of using those clients, and special features in each. We will talk about the differences in deploying your workforce with an H.323 client over a VPN versus a SIP based client. Finally, we will dive into how Michigan State University deployed telephony solutions to their remote workers, including knowledge workers, contact center users and everybody else.

Glacier Bancorp’s IT organization previously had a labor-intensive and time-consuming process for upgrading phones in its 180 branches, each with 10-30 devices. The organization faced a significant challenge when planning to upgrade from H.323 to SIP devices, estimating the project would take up to 300 staff hours just for the manual login step, all scheduled outside of regular banking hours to minimize customer service disruption.

For the Glacier Bancorp Data Center, the solution was device management software optimized for Avaya Aura® devices. An Avaya DevConnect Technology Partner, iNEMSOFT provided the bank with a solution that reduced device migration planning and labor costs, freeing up both corporate IT and branch employees to focus on other responsibilities. In addition, the new solution delivered broader cost-effective scalability, enabling the organization to replace multiple file servers with a single Oncents® EM system providing dual HA server capabilities.

Key Performance Indicators: Do You Measure Up?

The goal of this presentation is to help managers boost productivity and improve customer experience through employee empowerment by using the right indicators to ensure they achieve these three goals:

• Boost performance
• Improve customer experience
• Reduce employee attrition

Join me to learn the power behind the right KPIs. There are several misunderstood and misused performance indicators in the contact center world that have resulted in frustrations for managers, customers and employees alike. Explore these pitfalls and learn how to avoid them. This presentation will show you why this happens and explain how to introduce new ideas with coaching tips to drive success and employee satisfaction in your organization.

Technology is advancing at a rapid pace, and it's more complicated for IT Managers and CIOs to stay up on top of the changes occurring. Research from Harvey Nash, KPMG, and Gartner says that "80% of IT executives say they spend too much time and effort keeping systems running, so they can't focus on strategic goals."

We know the different questions executives are interested in:

CEO

• How can I better use IT to deliver shareholder value?
• How can I use IT to deliver on our business strategy?
• Am I spending the right amount on IT?

COO

• How can IT reduce the costs of operation?
• Are there better ways to use technology to become more productive?
• Where should I focus my attention on new capabilities?

CFO

• How do we get a return on our invested IT capital?
• How do I measure the value and results of IT?
• What IT assets do I need to own?

Attendees of this session will walk away with actionable knowledge for partnering with the business to discuss value in the language that stakeholders want, and drive business results for today's emerging technology solutions like Cloud, AI, Automation, and Security.

In this session we break down what Secure Access Services Edge (SASE), how that is relevant in a unified communications and contact center, now that most organizations have adopted a hybrid work model which has introduced some unnecessary gaps in the security architecture. Understanding the necessary controls that SASE provides and the optimal approach to achieving that is the primary objective of this session.