Enterprise Telephony News
| VoiceCon Spring 2007: Focus on Unified Communications |
Avaya Enhances IP Telephony Portfolio
At VoiceCon Spring 2007, Avaya announced broad enhancements to its IP telephony portfolio, including a new release for its Avaya Communication Manager system. Release 4.0, available in March 2007, improves business continuity, increases capacity and adds new features for mobile employees and branch offices. New functionality includes Dial Plan Transparency during a wide area network failure, a 50% trunk capacity increase, improved Enterprise Mobility User capabilities and a new Avaya IG550 Integrated Gateway that provides local survivability to branch offices. In addition, Avaya will introduce the high-density G860 Media Gateway (DS3 interface) in third quarter 2007 and three new one-X Deskphones in May 2007 (9640, 9650 and 9610 IP Telephones). At VoiceCon, Avaya also showcased enhancements to its Avaya Customer Interaction Suite which encompasses Call Center, Interaction Center, Voice Portal and reporting. New capabilities include live or streaming video of self-help topics related to the customer’s inquiry and live video that connects remote product experts to consumers, for example. Avaya IQ, a new reporting and analytics solution, uses real-time monitoring and historical data analysis to “tailor the customer experience.”
Cisco Introduces Unified Communications System 6.0
At VoiceCon Spring 2007, Cisco introduced a number of new products and applications that promise to “dramatically improve the productivity of mobile employees,” as well as address small and mid-size businesses, deliver new collaboration features and extend third party application integration. The company announced Cisco Unified Communications system 6.0 (planned availability at the end of May 2007) that encompasses a portfolio of voice, video, mobility, and IP communications solutions, including the Cisco Unified Communications Manager for call processing (formerly called Cisco Unified CallManager). New 6.0 software will add support for the Cisco Unified Communications Manager Business Edition, a single-server version designed for medium-sized businesses (100-500 users) and will integrate new functionality for mobile employees, including Cisco Unified Mobility (Single Number Reach) and support for dual-mode devices, as well as support for the Cisco Unified IP Phone 7931G introduced earlier for Cisco Unified CallManager Express. Additional new offerings focus on improving employee productivity and business efficiency, including the Cisco Unified Mobile Communicator, Cisco Unified Wireless IP Phone 7921G, Cisco Unified Workforce Optimization, Cisco Unified MeetingPlace 6.0 and Cisco Unity 5.0.
Mitel Addresses "First Contact Resolution"
At VoiceCon Spring 2007, Mitel showcased the concept of “first contact resolution” with its Mitel Customer Interaction Solutions portfolio for contact centers. Utilizing SIP and Microsoft Office Live Communications Server, Mitel’s solution enables “presence-everywhere” so that contact center agents can set up collaborative conversations among subject experts and customers. The agent's interface displays the "device presence" of a subject expert's availability - voice, email, web chat, fax, instant messaging or video – regardless of the expert’s location within a distributed contact center environment. Mitel offers a portfolio of Unified Communications products to improve communications and efficiency in any business environment. Mitel Mobile Extension, Mitel Quick Conference, Mitel NuPoint Messenger IP, and Mitel Your Assistant are among the productivity tools currently available. At VoiceCon, Mitel also announced new software for the company’s flagship IP PBX, Mitel 3300 ICP 8.0, increasing scalability and improving performance, as well as the new Mitel 5560 IP Phone for heavy call volumes (both solutions are due out in the April/May 2007 timeframe).
NEC Highlights the "New Workplace"
At VoiceCon Spring 2007, NEC Unified Solutions, Inc. highlighted the “New Workplace” with a new generation of applications, including unified communications, mobility, collaboration and security solutions. The NEC OpenWorX 5000, a communications portal for managing all communications from a PC, adds compatibility with third party software including Microsoft Live Communications Server 2005 and Office Communications Server 2007. NEC’s new UNIVERGE Mobile Client, a SIP-based softphone embedded on a mobile device delivers instant messaging, presence, buddy lists, voice mail, corporate directory, click-to-call, call screening, caller ID and one-button conferencing. NEC offers an add-on application for Blackberry, Nokia E60/61, Win Mobile smartphones and PDAs, as well as an application for dual-mode WiFi/cellular devices that provides roaming between a Wireless LAN and a cellular network.
Nortel Unveils Vision for Unified Communications
At VoiceCon Spring 2007, Nortel unveiled its vision for Unified Communications and new solutions that the company expects will transform the way businesses communicate. “UC your way” streamlines business communications, while leveraging IT investments, according to the company. A new release for Nortel’s Communication Server 1000 (planned for second quarter 2007) will improve reliability and performance, as well as enhance security and add support for more open standards. In addition, interoperability with Microsoft Office Communications Server 2007 will enable new unified communications capabilities. A new release of Nortel’s Multimedia Communication Server (MCS) 5100 adds integration with Lotus Notes, support for SIP-based IP phones and simplified collaboration features. Also new is Nortel’s Unified Messaging 2000 carrier-grade messaging solution, supporting one million users, and new North American data packages and services (part of the North American marketing campaign launched last year).
| New IP Telephony Solutions |
Aastra Announces the 5i Series SIP Telephones
Aastra Telecom announces the Aastra 5i Series, a new line of SIP telephones that offers choice and flexibility, large display models and support for expansion modules, as well as productivity features including an XML browser, full duplex speakerphone and simplified upgrade and deployment. The new phones, developed by a team of North American and European engineers, have a sleek and elegant design that appeals to today’s global organizations, according to Aastra.
Four new telephone models with varying feature sets include the 53i (basic features, 3x16 display, six programmable keys); 55i (advanced features, 144 x 75 pixel, backlit display, 26 programmable functions, three 36-key expansion modules), 57i (full features, 144 x 128 pixel, backlit display, 30 programmable functions, three 36- or 60-key expansion modules). A cordless model, the 57i CT, is similar to the 57i, but with an integrated cordless base. Expansion modules include the 536M (36 programmable keys) and the 560M (60 programmable keys).
 The 5i Series joins a current family of Aastra IP Telephones (the 9112i SIP single-line telephone, 9133i SIP multiple line telephone, the 480i SIP multiple line telephone with large, backlit display and the 480i CT SIP multiple line telephone with base station and support for four cordless handsets). The 5i Series differs ergonomically, has more lines and programmable function keys and includes a larger LCD screen for advanced XML graphics (57i and 57i CT models). Aastra also plans to introduce security features (SRTP and TLS) in the near future.
Since Aastra SIP phones are standards-based, they interoperate with VoIP platforms from a number of vendors, including Asterisk/Digium, Fonality, Epygi, Vertical Communications, Nortel, Sphere and Teltronics and hosted systems from Sylantro, MetaSwitch and BroadSoft.
Aastra Telecom, the North American business unit of Aastra Technologies Limited, is headquartered in Concord, Ontario, Canada, and develops, markets, and supports a portfolio of digital and analog telephones, open-standard SIP phones and wireless handsets. The company markets its communications solutions and services worldwide through direct and indirect sales channels, telecom equipment distributors, dealers, value-added resellers and major telephone companies.
Avaya Introduces IP Office 4.0 and IP Office 500
Avaya Inc. announces new software and hardware for the IP Office “all-in-one” telephony solution for small and mid-size businesses (SMBs). IP Office, available globally, includes servers, media modules, trunk interface cards and a full complement of applications (some of which are free of charge, while others are easily added by purchasing a license key). New IP Office 4.0 software and IP Office 500, a new server option, deliver “big business” capabilities at an affordable price with modular options for growing SMBs. Version 4.0 software is now available for the entire IP Office portfolio which includes the IP Office Small Office Edition, IP Office 406v2, IP Office 412 and the new IP Office 500. The software adds SIP trunking (a licensed feature), enhancements to Embedded Voicemail and Voicemail Pro applications, a remote diagnostic tool and Advanced Small Community Networking with support for hot desking (from any telephone) and distributed hunt groups across a network. A new remote diagnostic and system resource application will reduce site visits and provide an “up-sell” opportunity for Business Partners, according to Avaya.
 The new stackable IP Office 500 (optional rack-mounting or wall-mounting) expands the portfolio with an entry level offer for a standalone office (up to 32 users). This basic system includes IP Office Standard Edition software, a subset of the full IP Office functionality. A simple upgrade to “Professional Edition” adds full IP Office functionality and support for 272 users. Both Standard Edition and Professional Edition come with several applications included, while additional applications can be easily added via a license key.
The IP Office 500 system unit has four card slots for digital station, analog station, voice compression channels and trunk ports (base cards and daughter cards), as well as slots for embedded voicemail, a smart card feature key slot, audio port, door relay switch port and Ethernet LAN/WAN ports plus eight external expansion module ports. An upgrade to Professional Edition allows the addition of eight optional Expansion Modules (19-inch rack-mount), increasing the system capacity to 272 extensions, 16 analog trunks or 120 digital trunks (96 T1 or 120 E1). A legacy Card Carrier module connects internal trunk cards and Voice Compression modules from earlier IP Office 403 or 406 platforms, providing an affordable migration path for existing IP Office users on older platforms.
IP Office 500 with Standard Edition software starts at US$700, while an upgrade to Professional Edition is US$1,000. Telephone and trunk cards start at US$250.
Epygi Releases Version 4.1 Software
Epygi Technologies introduces Version 4.1 software for its Quadro range of “all-in-one” IP PBXs designed for small and medium-sized organizations. Last fall, the company released Version 4.0 software, including capacity increases to 66 extensions per site for the Quadro 4x and 16x platforms (the smaller Quadro 2x supports 18 extensions) and announced that new software features were planned for first quarter 2007. As promised, Version 4.1 is now generally available, adding new functionality that benefits both system administrators and users.
 Among the enhancements is integration to third party applications via a new API license that opens the door to any number of new applications (API licenses are available for Quadro 4x and 16x models for $200 each). New tools are available for automating and simplifying system administration, including automatic backup and download of user configurations and automatic updates of firmware. For users, streamlined voice prompts ease the process of setting up voicemail, and users can receive text message alerts to a cell phone, rather than e-mail notification or having calls forwarded. Aastra and snom IP telephones support ring sounds to identify incoming calls, and users can download directories and use one-touch dialing to call other extensions on the PBX.
Epygi also announces a new rack-mountable, single-port QuadroM E1/T1 gateway, the first in a series of new gateways, according to Epygi. Dual-port and a quad version (four ports) are expected later in 2007.
Version 4.1 is shipping with all new orders, and existing customers can download the new software free from the Epygi site.
Epygi cites the large number of IP telephones supported and variety of Internet Telephony Service Providers in over 40 countries as significant benefits for the Quadro IP PBX. Epygi Quadro systems are compatible with IP telephones from Aastra, snom and Grandstream Networks (near future), as well as some support for Cisco and Polycom IP telephones.
Founded in 2000, Epygi Technologies, Ltd. a privately held U.S. company headquartered in Dallas, Texas, designs and manufactures the Quadro all-in-one IP PBXs, Voice over IP gateways and Conference Servers.
Toshiba Offers the WirelessIP5000E-A Mobile Phone from Hitachi
Toshiba America Information Systems Inc. adds another wireless handset solution for customers of the company’s Strata CIX IP Communication system, addressing the growing trend in employee mobility. Through a partnership with Hitachi Cable USA, Toshiba will resell the WirelessIP5000E-A SIP telephone that enables telephone calling over an IEEE 802.11 wireless local area network (LAN) – no additional hardware or cabling is needed.
Notable functionality includes automatic roaming, support for WEP encryption, 190 minutes call time, 55 hours standby and an 8-line display. Popular mobile phone features are available such as Caller ID, hold, transfer and message waiting indication, as well as a call history log and phone book with backup and restore.
 The Hitachi WirelessIP5000E-A joins several other mobile phone options from Toshiba, including the company’s SoftIPT softphone that runs on a wired or wireless laptop or PC or PDA, SpectraLink wireless phones and the Symbol (Motorola) MC50 Enterprise Digital Assistant. The Hitachi phone is also the second SIP phone available from Toshiba for the Strata CIX (the Uniden UIP 200 is also SIP compatible).
The Hitachi WirelessIP5000E-A is available for all Strata CIX systems running software release 4.2. Toshiba's current Strata family includes the Strata CIX40 (40 ports), CIX100 (112 ports), CIX200 (192 ports), and CIX670 (672 ports).
| New Application Solutions |
AVST Launches CallXpress 7.9
Applied Voice & Speech Technologies Inc. (AVST) launches CallXpress 7.9, a new version of the company’s flagship unified communications solution. The new version adds flexible deployment options and new SIP integrations. Four unified messaging “architecture choices” are now available to meet the needs of varying business environments in a variety of industries: (1) Server-based (voice, fax and e-mail messages are located on the e-mail server), (2) Client-based (voice and fax messages are located on the CallXpress system, but are accessed from the e-mail server - dual message store), (3) Secure (voice and fax messages on CallXpress are accessed via a secure voice portal Web PhoneManager that does not interact with the e-mail server) and (4) Simplified (voice and fax messages can be attached to e-mail messages). Previously, with CallXpress 7.8, the Server, Client and Simplified architectures were available; AVST introduces the new version “Secure” with CallXpress 7.9.
CallXpress is switch-independent and works with most popular telephone systems, including those from Avaya, Cisco, Ericsson, NEC, Mitel, Nortel, Siemens, Toshiba and others. CallXpress can support concurrent integration with multiple telephone systems - traditional and/or IP systems. Version 7.9 (currently in field trial with expected availability in the next few months) adds new SIP integrations to IP telephony systems from Avaya, Alcatel and Nortel.
With CallXpress, all message types can be managed from a telephone, PC or an Internet connection. Users can take advantage of multilingual text-to-speech and the Seneca speech-enabled module for voice-activated calling. With voice commands, users can log onto their mailbox, dial a phone number, record calls, barge-in, screen calls, compose e-mail using the phone, configure their mailbox and more. CallXpress scales to 192 ports, 20,000 voice mail users and 10,000 unified messaging users in a single server.
Esnatech to Offer UC Application for J2ME Devices
Esnatech announces the integration of its UC Mobile Link software on Java 2 Platform Micro Edition (J2ME) enabled wireless devices, delivering presence, messaging, mobility and computer telephony to mobile users. The combination of Esnatech's mobile application loaded on a J2ME enabled device, such as Nokia Series 60 or Series 80 and Sony Ericsson UIQ P800/P900/P910/P990, lets mobile users communicate as they do at their office desk. Users can see who has called their office phone in real-time and see who is online and available, according to Esnatech.
The J2ME wireless device with UC Mobile Link software communicates with Esnatech's Telephony Office-LinX (TOL) messaging platform and an enterprise PBX and e-mail platform via IP. The solution requires the TOL platform connected to any PBX (IP or TDM), including those from Mitel, 3Com, Avaya, NEC, Iwatsu Networks, Toshiba, Panasonic, Ericsson, Cisco, Nortel. Customers can tie in Microsoft's Live Communication Server (LCS) for additional functionality such as real-time presence information. Users can also access instant messaging, SMS text messaging, Find Me/Follow Me settings, location-based routing and station-to-station dialing.
The J2ME version UC Mobile Link software is expected to be available in third quarter 2007. Currently, UC Mobile Link software can be run on Pocket PC and Symbian operating systems; Blackberry and Windows Mobile devices will be supported in Version 7.5 (September 2007).
 In other news, Esnatech announces the general release of the i-Link speech-enabled mobility server, for real-time communication using speech commands. The i-Link speech server connects to any TDM or IP-based telephone system, including those from Avaya, Cisco, Nortel, Mitel, Iwatsu, Aastra and others, eliminating the need for a receptionist since callers can access a company directory by saying the name of the person they want to speak to, rather than dialing an extension or speaking to a receptionist. The i-Link server also provides employees with easy access to co-workers (by saying a name, department or location) or to a company directory using speech commands, improving productivity for all employees and enhancing safety for mobile employees on the road. Employees can define multiple locations and phone numbers where they can be reached, and set up filtering rules (using a WAP and Web client) that determine their availability to certain callers. With the user’s profile and Outlook calendar information, i-Link can route calls appropriately.
Genesys Announces Customer Interaction Management Platform Version 7.5
Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company, announces a major software upgrade that furthers the company’s new vision called the Dynamic Contact Center. New functionality in the Genesys 7.5 Customer Interaction Management Platform leverages Open IP and SIP standards to address resource optimization for handling “peaks and valleys in customer traffic,” while considering available resources (human and automated) and business goals (sales targets and customer satisfaction ratings, for example). "The ability to orchestrate traffic, resources and outcomes enables companies to optimize cost, quality and revenue goals," says Rob Hilsen, Public Relations Manager at Genesys.
Genesys identifies “three fluctuating levers” or inter-related variables that contact center managers must consider – traffic (volume of calls, emails, etc., inbound and outbound), business outcomes (metrics, sales results, customer satisfaction) and customer service resources (agents and IVRs) – all are important components in managing business and the effectiveness of the overall operation. “Business outcomes will always align with current resources and traffic. For example, during peaks and with limited agents, contact centers can focus on basic call handling. During troughs and with excess agents, the contact center can focus on value-add and up-sell activities,” adds Hilsen.
Genesys 7.5, available in April 2007, addresses four key areas:
- Consolidation and virtualization of resources – virtual queues across multiple sites
- Proactive contact management – dynamic generation of messages to inform customers
- Reporting and analytics – metrics and reporting on Web, chat and e-mail channels
- Branch, remote and expert integration – presence-based routing
In other news, VoiceGenie 7.1, a self-service platform acquired by Genesys in 2006, has been upgraded to include video voicemail for customer service such as sending a video conference call or pushing instructional videos for technical help requests. VoiceGenie 7.1 supports the latest standards, VoiceXML 2.1, CCXML 1.0 and MRCP 1.0.
Polycom Introduces RMX 2000 Real-Time Media Conferencing
 Polycom, Inc. announces the Polycom RMX 2000 real-time media conferencing platform, a new high performance, “future-focused” video conferencing system. With a goal to simplify the deployment, management and use of multi-point video conferencing, RMX 2000 provides an on-demand platform that does not require users to pre-schedule conferencing resources, enabling ad-hoc multi-point video conferencing in conference rooms and on desktops and mobile devices. Polycom sees a transformation in the way businesses use video conferencing, noting a trend away from scheduled video conferences (that require technical personnel for assistance) toward unattended, on-the-fly conferencing, combining both audio and video participants. RMX 2000 is ideal for customers utilizing IP communications and is suitable for small, medium and large conferencing networks, supporting 20 to 80 simultaneous multipoint conferences per system.
Future developments extend RMX 2000 video conferencing to an IP telephone or 3G broadband mobile phone, as well as onto popular “iPhone” devices that combine a MP3 music player and mobile phone (current integrations between Avaya and Alcatel IP soft phones, Ericsson’s 3G mobile phone and Polycom’s earlier MGC multi-point platform are available).
In addition to supporting desktop video collaboration and on-demand conferencing, RMX 2000 handles high bandwidth applications such as HD video and telepresence. The device can be deployed as a “consolidated conferencing resource” or a media server within a distributed IMS or hybrid fixed and mobile architecture. RMX 2000 runs on an IP network and uses a standards-based design that is built on the Advanced TelecomComputing Archtitecture (AdvancedTCA) combined with IP Multimedia Subsystem (IMS) standards, incorporating high speed processing and support for multimedia services. Additional industry standards include SIP, H.323, XML API for third party integrations and a Linux operating system. Version 2.0, due out in mid-2007, will add support for PSTN networks.
User-friendly features include sending meeting notices from an Outlook calendar or scheduling a meeting using Polycom ReadiManager SE 200 or other custom application. Advanced click and view features are used to layout the video images of people in the meeting (23 layouts) with up to 16 images on a single screen. Screen layouts are automatically adjusted according to the number of participants. Polycom will continue adding improvements that enhance the visual aspects of the conference.
Generally available in March 2007 worldwide, modular systems start at US$53,000 ($2,650 per port starting at a 20-port configuration). Polycom Global Services offers full range of support services, including pre-installation, installation and maintenance.
Tadiran Telecom Announces Composit Contact Center 4.3
Tadiran Telecom announces Composit Contact Center 4.3, a new version of the company’s scalable and modular system that combines advanced IVR, Dialer, CTI, queue management, Intelligent Interaction Routing, and multimedia management. The new version focuses on streamlined operations, improved customer service and dynamic knowledge distribution. In addition to a capacity increase to 250 agents (up from 150) and 9,000 call completions per hour, Composit Contact Center 4.3 adds an Agent Proxy feature that allows a customer to hang up, but be scheduled for automatic callback. Agent ReRoute provides customers with the option to speak to a previously-spoken-to agent.
 In addition, Composit Contact Center can integrate with third party call logging systems from NICE Systems, Comverse and Wygant Scientific for automatic call recording. Multiple Composit servers can be networked to operate as a single system with dispersed agents sharing data, and remote agents working via an IP connection. Businesses can also configure automatic load balancing and disaster recovery by configuring multiple Composit servers on site; if one server fails, another server continues process events.
Two programming interfaces are available to customize the Composit – the Interaction Flow Designer manages contact center operations and activities and includes Composit Flow for creating customized applications and flows.
For questions, feedback and product information,
contact sgustavsen@accessintel.com. |
Among the newest “personal productivity” applications is Inter-Tel’s Personal Communicator (pictured) designed specifically for the Inter-Tel 7000 SIP Softswitch. Users can easily manage voice and text communications and set up and view presence information on a desktop PC, Web portal, Web browser, e-mail client, PDA, or phone. Reach Me and Status boxes can be updated via any of the interfaces listed, or updated automatically according to routing rules, hot rules and event notifications - Microsoft Outlook Calendar integration enables automatic status updates according to meetings and other tasks defined in the calendar.
Cisco Unified Personal Communicator (pictured) is a Graphical User Interface (GUI) for face-to-face communications that combines desktop applications, a telephone and the network to let employees search directories and "click to call" using voice and video. The Cisco Unified Presence Server collects user status information, such as the device a user is currently using (telephone, PC or video terminal for example), "aggregates" the presence information and publishes the information to Cisco IP phones, the Cisco Unified Personal Communicator and other applications such as Microsoft Live Communications Server (LCS). 
