1.1. Technology Overview 1.2. Solution Architecture Design

Transcript

1.1. Technology Overview The Aastra call Manager (MX-One TSE) delivers fully integrated communications by enabling data, voice, and video to be transmitted over a single network infrastructure using standards-based Internet Protocol (IP). Leveraging the framework provided by IP Networks; the MX-One TSE delivers unparalleled performance and capabilities to address current, and emerging communications needs in the enterprise environment. The Aastra communications Manager family of products is designed to optimize feature functionality, reduce configuration and maintenance requirements, and provide interoperability with a wide variety of other applications. The Aastra communications Manager provides this capability while maintaining a high level of availability, quality of service (QoS), and security for your network. Aastra IP Telephony is a leading converged network IP telephony solution for organizations that want to increase productivity and reduce the costs associated with managing and maintaining separate voice and data networks. The flexibility and sophisticated functionality of the IP network infrastructure provides the framework that permits rapid deployment of emerging applications such as desktop IP Telephony, unified messaging, video telephony, desktop collaboration, enterprise application integration with IP phone displays, and collaborative IP contact centres. These applications enhance productivity and increase enterprise revenues. 1.2. Solution Architecture Design 1.2.1. IP Network Infrastructure IP telephony places strict requirements on IP packet loss, packet delay, and delay variation (or jitter). Therefore, you need to enable Quality of Service (QoS) mechanisms available on IP Telephony ready switches and routers throughout the network. For the same reasons, redundant devices and network links that provide quick convergence after network failures or topology changes are also important to ensure a highly available infrastructure. 1.2.1.1. Local Area Network Infrastructure Campus LAN infrastructure design is extremely important for IP telephony operation on a converged network. The LAN infrastructure design requires following basic configuration and design best practices for deploying a highly available network. Further, the LAN infrastructure design requires deploying end-to-end QoS on the network. Designing a LAN requires building a robust and redundant network from the top down. By structuring the LAN as a layered model and developing the LAN infrastructure one step of the model at a time, you can build a highly available, fault tolerant, and redundant network. Once these layers have been designed you can add network services such as DHCP and TFTP to provide additional network functionality. 1.2.1.2. Wide Area Network Infrastructure WAN infrastructure design is extremely important for IP telephony operation on a converged network. Infrastructure design requires following basic configuration and design best practices for deploying a WAN that is as highly available as possible and that provides guaranteed throughput. Furthermore, WAN infrastructure design requires deploying end-to-end QoS on all WAN links. WAN T op olo gy D es ign WAN deployments for voice networks may be hub-and-spoke or an arbitrary topology. A hub-and-spoke topology consists of a central hub site and multiple remote spoke sites connected into the central hub site. In this scenario, each remote or spoke site is one WAN-link hop away from the central or hub site and two WAN-link hops away from all other spoke sites. An arbitrary topology may contain multiple WAN links and any number of hops between the sites. In this scenario there may be many different paths to the same site or there may be different links used for communication with some sites compared to other sites. Topology-unaware call admission control requires the WAN to be hub-and-spoke, or a spoke-less hub in the case of MPLS VPN. This topology ensures that call admission control, provided by Aastra communications Manager, works properly in keeping track of the bandwidth available between any two sites in the WAN. In addition, multiple hub-and-spoke deployments can be interconnected via WAN links. Topology-aware call admission control may be used with either hub-and-spoke or an arbitrary WAN topology. This form of call admission control requires parts of the WAN infrastructure to support Resource Reservation Protocol (RSVP). WAN Q ua lit y of Se rv ic e Before placing voice, video, and presence traffic on a network, it is important to ensure that there is adequate bandwidth for all required applications. Once this bandwidth has been provisioned, voice priority queuing must be performed on all interfaces. This queuing is required to reduce jitter and possible packet loss if a burst of traffic oversubscribes a buffer. This queuing requirement is similar to the one for the LAN infrastructure. Typically the WAN requires additional mechanisms such as traffic shaping to ensure that WAN links are not sent more traffic than they can handle, which could cause dropped packets. Link efficiency techniques can be applied to WAN paths. For example, link fragmentation and interleaving (LFI) can be used to prevent small voice packets from being queued behind large data packets, which could lead to unacceptable delays on low-speed links. The goal of these QoS mechanisms is to ensure reliable, high-quality voice by reducing delay, packet loss, and jitter for the voice traffic. 1.3. Aastra Call Manager (MX-One Telephony Server (MX-One TSE)) Aastra MX-ONE™ is a complete vehicle for communications. MX-ONE not only provides a complete telecommunications solution, it is also the tool for Mobility and Unified Communications. MX-ONE is based on open software and hardware environment; standard server and LINUX™ SUSE operating system. Today’s users are expected to have all types of communications services combined and integrated in the same application GUI. Furthermore users expect to have all services when they are on the move. Since long MX-ONE offers mobile extension where mobile phones are features wise integrated with the office communications system.MX-ONE takes mobility and Unified Communications a step further by combining the two. The combination of mobility and Unified Communications leads to full freedom for the employee as to how and where to perform his duties irrespective of device and location. The management solution of MX-ONE is based on industry standards that an IT department will feel familiar with. MX-One TSE is call manager that is scalable from 50 to 500 000 extensions, employing a true server-gateway architecture. When using an HP DL360 server (or equivalent), up 15 gateways (3U and\or 7U) can be connected to the server, providing a system capacity of 15000 extensions and 64 E1 or 87 T1 trunks. Further to this, 124 servers with 15 gateways per servers can be logically connected to each other to provide a system with a capacity of 500000 extensions and 7936 E1 or 10788 T1 trunks. Theorically the system can scale to 1860000 extensions, however has only been tested to 500000 extensions. Over and above all of the traditional MX-One TSW and MD110 features and functionality that has been ported to MX-One TSE, the system has been enhanced with rich new features and functionality, supporting over 500 in total. Listed below are some of the newer capabilities. 9 Support for SIP on both the user and trunk sides Due to open standards being used in this system, SIP support is extended to 3 rd SIP compliant phones, wired or WLAN. 9 SIP DECT SIP DECT allows for connection of base stations via the IP network infrastructure thus removing the need for additional cabling to support a wireless telecommunication requirement 9 Redundancy ™ HLR/VLR redundancy IP/SIP extension implementation in MX-ONE is designed in accordance with the HLR/VLR architecture used in mobile networks. An IP user has a “home server” that corresponds to the HLR (Home Location Register) in mobile networks. The user can be handled by any server in the system as long as the home server can be accessed. A VLR (Visitor Location Register) is created in the visited server and part of the user data is copied from the HLR to the VLR.The Gatekeeper/SIP Proxy database redundancy feature in MX-ONE allows an IP user to register with any available server in the network and the IP user can be reached by incoming calls even if the “home server” is out of service. ™ Server bonding redundancy By server bonding two or more Ethernet interfaces look like one logical interface to the MX-ONE server, all in order to improve availability and performance. Thanks to this method, MX-ONE offers a higher level of reliability. In the case one interface or switch fails the other one takes over. 9 CSTA V3 – XML support The latest version of MX-ONE supports CTI monitoring in accordance with ComputerSupported Telecommunications Applications 3, also called CSTA Phase 3. The CSTA Phase 3 is based on the ECMA-269 standard. The existing CSTA Phase 1/TSAPI implementation is also supported, as was the case in previous releases. Further to this is now possible to obtain CTI information directly from MX-One Call Manager, with out the need for for application link or open application server, although these methods are still supported. Important to is the either metod can be deployed not both. 9 Dual Mode WLAN/Cellular 3G/GSM Dual mode will integrate your mobile workforce as IP extensions towards MX-ONE. The Dual mode solution, can seamlessly handover active calls between Cellular (GSM/3G) and VoIP WiFi networks. 9 Security Signalling and media encryption is supported via TLS and SRTP and Communications to the PBX is suecured via the use of HTTPS and SSH 9 Hospitality application The MX-ONE basic package can be integrated with a Hospitality Media Gateway from 3 rd party vendors to form a complete hospitality solution packed with features to handle all customers’ voice and data needs. The solution comes with industry standards based interfaces, enabling it to be fully integrated with a front-office system, making guest information available to those who need it. This hospitality solution may be tailored to fit the needs of hotels, hospitals, cruise ships, conference centers and exhibitions, as well as other customers wanting to offer this type of functionality (such as university campuses). 9 Microsoft OCS and IBM Sametime Integration MX-ONE also offers integration with Microsoft® OCS (Office Communications Server). An extension in MX-ONE can be fully visible on OCS clients, and feature-wise, fully integrated. The integration with OCS is based on the Microsoft “Dual Forking” standard. Other metods employed to facilte Microsoft OCS intergration is RCC (remote call control) ie the MOC clients uses the phone to facilate call functions and direct SIP connection ie SIP trunk established between OCS server and call Manager and ext exists in both call manager and OCS server MX- ON E™ Telephony Sys tem Building Blocks The MX-ONE Telephony System consists of two basic components: the server and the media gateway. A server and a media gateway can be combined to form either a complete system or a LIM that is included in a large multi-LIM system. So as to always provide cost-efficient solutions, several hardware options have been developed. Both the server and the media gateway are available with a variety of options. 1.3.1. Available Server Options Commercially available hardware (HP DL360 or equivalent) Aastra Proprietary hardware - Aastra Server Unit (ASU-E) 9 Core 2 Duo Processor 2.26 GHz 9 default mounted with 4 GB RAM, expandable up to 8 GB 9 One SATA HDD with 160 GB, expandable to 2x160 GB SATA HDD (HDD can be changed to SSD, 80 GB each) 9 SW RAID 1 support 9 2 Ethernet ports 9 1 VGA port 9 9 4 USB 2.0 ports Power consumption: 35-45 W . 1.3.2. Available Gateways Options The function of a media gateway is to form a bridge between the IP and Tradional telecommunications worlds. 3U Media Gateway Lite The Media Gateway above is a 19-inch; rack-mounted unit enclosed in a 3U chasis, with the following features 9 5 slot capacity 9 2 Madatory Boards (MGU (Media Gateway Unit) and TMU (Tone Module Unit)) 9 3 or 1 spare slot for traditional telephony interfaces (extension or trunk) 9 Can be used as an all-contained telephony solution, when ASU-E is used as server, to provide 2000 SIP\IP extensions, 32 analogue or digital extensions and 8 E1 interfaces Media Gateway Classic The Media Gateway Classic is the preferred solution when MX-ONE is installed in an environment where both IP and Traditional interfaces are required. It supports all tradional interfaces for the MX-One: IP, ISDN, DECT and Mobile Extension, both digital and analogue extensions The Media Gateway above is a 19-inch; rack-mounted unit enclosed in a 7U chasis, with the following features 9 32-channel, IP gateway resource boards for calls to other LIMs and to IP extensions and trunks 9 Digital extensions and trunks, IP, ISDN PRI and BRI, ISDB S0, DECT and more 9 Analogue extension and trunks, CAS, E&M and more 9 480 extensions per cabinet 9 Traditional DECT 1.3.3. Aastra Media Gateway Unit 9 Single board catering for the following ™ 2000 SIP\IP extensions ™ 256 DSP Resources ™ 8 E1\T1 Interfaces (Primary Rate Interface) ™ DTMF Recievers for 700 Mobile extensions ™ Can be using in new 3U or 7U Classic Chassis 1.3.4. Gateway\System Capacities Extension Capacity depending on extension type used Server, gateway & call handling capacity 1.3.5. General Technical\Support Information 1.3.6. Mobility The enterprise can provide to its employees an advanced and secured corporate communications environment, on any chosen device, whether in the office or on the move. Based on the profile of the user, the enterprise can tailor make a communications solutions, including the choice of devices and different feature packages. MX-ONE V.4.1 supports a wide range of mobility options: On Site mobility for users who do not have a need for enterprise communication outside the company building. Some example of functions that support this need: 9 WiFi / DECT phones 9 InTouch Soft phone 9 Free seating 9 Self Management (MX-ONE Manager Provisioning) On and off site mobility for users who have a need for enterprise communication both at the office and outside the office 9 Operator / service provider based Mobile Extension 9 AMC (mobile PBX integration) 9 Dual Mode (AMC+ 2) Mobile cost control & cost reduction 9 Mobile Least Cost Routing (AMC) 9 MLCR / Travel SIM (AMC) 9 Dual mode (AMC+) 9 VoIP over 3.5G & WiFi (AMC+) 9 Aastra Soft phone (InTouch) Mobile security for users that needs business secure communication on and off site 9 VoIP TLS & SRTP (AMC+) 1.3.7. MX-ONE Management Suite MX-ONE offers a complete range of applications for administrators and endusers.From the users’ and an operation and maintenance point of view, MX-ONE acts as one system. Management is handled centrally in terms of operation and maintenance and the solution is based on modern principles familiar to an IT operations center. MX-ONE Manager is a complete Management Suite consisting of: 9 MX-ONE Manager Telephony System (MTS) for configuration of system functions ™ MX-ONE Manager Telephony System features a graphical user interface where you can configure most of the system settings in MX-ONE Telephony Server. Note that user and extension settings are configured in MX-ONE Manager Provisioning 9 MX-ONE Manager Provisioning (MP) for user configuration data ™ Aastra MX-ONE Manager Provisioning is a web-based interface that simplifies routine administration of end-users and their services in Aastra MX-ONE communications system. ™ Through MX-ONE Manager Provisioning end-user settings are propagated to the different parts of the system, such as Aastra MX-ONE Telephony Server, MX-ONE Messaging and Aastra Contact Management (CMG). ™ Each end-user can be assigned one or several extensions, as well as a mailbox and other services. With a user-friendly web interface, MX-ONE Manager Provisioning provides task-oriented features for fast and easy administration. The configuration is executed in real- time and eliminates the need of synchronization with Aastra MX-ONE Telephony Server. MX-ONE Manager Provisioning handles all user and service related tasks for the entire solution from one and the same GUI. New users will be defined for all relevant applications, such as MX-ONE Manager Telephony System, MX-ONE Messaging, AMC and CMG. There is no need to switch between different tools when defining new users. MX-ONE Manager Provisioning integrates with the company IT department via a SOAP-based API or Web-services to enable integration with existing IT management tools using standards based interfaces. Security is provided via TLS based HTTPS. 9 MX-ONE Manager Availability (MA) for system performance management MX-ONE Manager Availability provides fault and performance monitoring for MX-ONE servers and applications. Filtering and basic correlation is provided to ensure that the administrator/operator can focus on important alarms and protect customers’ management framework from overloads. Some of the key features included are: 9 Server Monitoring – Monitors performance, resource consumption and capacity of critical server components such as CPUs, memory, caches, physical and logical disks. 9 Application Monitoring – Picks up and handles events, monitors status of critical applications. 9 VoiP QoS Monitoring –Basic QoS monitoring. There is also an interface for providing information to an external system for more advanced calculations and presentation. 9 Performance monitoring – Traffic data and vital parameters. 1.3.8. Aastra Mobile Client (AMC / AMC+) With the Aastra Mobile Client (AMC) you get better leverage of your communications system investment for your mobile workforce. AMC is a mobile terminal client creating automatic access to Aastra Mobile Extension services for mobile integration to your communication system. It allows mobile users to use short number and extension dialing in combination with the Aastra Mobile Extension features, for utilizing traditional communication system services as if they were using their traditional desk phone. In addition, the AMC Dynamic Mobile Least Cost Routing (LCR) feature minimizes mobile roaming expenses by having the call setup routed through the least costly path. New features in AMC 2.0 and AMC + 2.0: 9 Remote customization of feature files 9 User configuration of exception numbers (e.g. Operator voice mail) 9 Dual mode Wi-Fi / GSM (AMC+) 9 Mobile Presence federation (AMC+) 9 Mobile IM federation (AMC+) 9 Encrypted VoIP (STRP/TLS) (AMC+) AMC / AMC+ mobile OS types: 9 Symbian S60 3rd edition 9 Symbian S60 5th edition 9 RIM 4.5, 4.6, 4.7 and 5.0 9 iPhone (AMC+) 9 Android support will be released with AMC+ 2.0 in Q3 2010 9 Windows Mobile 7 planned AMC+ Dual mode will integrate your mobile workforce as IP extensions towards MXONE. The Dual mode solution, can seamlessly handover active calls between Cellular (GSM/3G) and VoIP WiFi networks. AMC+ Directory search will provide the mobile users the possibility to search for users in the cooperate directory (LDAP). AMC+ Presence and Instant Messaging will integrate your mobile workforce with your presence and IM systems (XMPP for federation of presence and IM between users). 1.4. Aastra Call Manager (MX-One Compact) MX-ONE Compact is positioned as a full-featured IP PBX solution with a complete suite of applications that addresses the small and medium segment with focus on IPtelephony and Mobility. The target customers are new customers and replacement scenarios requiring an IP PBX solution in the 50 to 300 user range. MX-ONE Compact combined with its applications gives the right mix of components to provide a complete solution, which can be tailored towards a variety of industry segments. The MX-ONE Telephony System consists of two basic components: the server and the media gateway. In the MX-ONE architecture, a server and a media gateway can be combined to form either a complete stand-alone system or used as components in a larger multi-server system. MX-ONE Compact is packaged as a stand-alone system with one call control server and the necessary media gateway resources to best fit the customer environment. The following restriction are applied to the MX-One Compact Offering 9 Single Site – can not be multi-gateway 9 Max 300 users 9 CMG, Solidus eCare or MX1 Messaging delivered as software solution. (can be ordered with pre-configured HP server) 9 Solidus eCare up to 50 agents (restriction based on monitor devices) 9 Max 4 Primary Rate Interfaces 9 Max 96 Analogue extensions 9 Max 32 Digital Extensions 9 No Analogue Trunks Allowed 9 No Basic rate Interfaces allowed. 9 3 Year SWM Mandatory 9 No Tie line Networking capability 9 No Intergrated CSTA3 All other capabilities, features and functionality that are available in the MX-One TSE are available with the Compact offering. 1.5. Aastra Solidus eCare Solidus eCare is the multi-media contact center engine for in and out-bound voice traffic, providing advanced skills based routing functionality for all types of media. Voice, fax, email, SMS and Web chat are all routed using the same rules based engine. A comprehensive set of Management applications helps the call center manager to manage the contact center (routing rules, their skill sets, queue management etc), to view the Agents contact and center’s performance in real-time and to produce historical reports on contact center activity and performance. Due to its server - client\ web based architecture functionalities listed above can be extended to any person requiring access to Contact Centre Information depending on the application required. Solidus eCare includes the Open Application Server and the Solidus suite of applications. 1.5.1. Open Application Server Overview Open Application Server (OAS) is the call control and media services platform that the Solidus routing functions and IVR (Script Manager) uses. It provides call control functions via a TSAPI interface, as well as advanced media services. Media services may include automatic speech recognition (ASR) and text to speech (TTS) by incorporating speech engines from Nuance and Scansoft. Open Application Server (OAS), an add-on system to MX-ONE PBX, is an open, scalable and distributed platform on which Computer Telephony Integration (CTI) applications can be based. OAS call control model is based on the ComputerSupported Telecommunications Applications (CSTA) protocol model. OAS includes the following features: 9 A Telephony Services API compliant interface (the Novell NetWare TSAPI) to client applications. 9 Extension of TSAPI functions for Media Services and Inter-application Communication Device Services OAS also provides media services, with the following features: 9 Synthesized speech 9 Digitized audio 9 Recognition of spoken input 9 Recognition of DTMF key input 9 Sending DTMF signals 9 Recording of spoken input 9 Network-wide media resource sharing through the Resource Allocation Algorithm. 9 Destination Type Detection Multi-tenanting in OAS OAS supports an additional feature of multi-tenanting. OAS installation can be chosen to be either non-tenanted or tenanted. In the case of tenanted OAS installation, multiple tenants can be configured for each OAS system. Each tenant will have the following dedicated functions available: 9 CTI group or Basic Virtual Device (BVD) access number. 9 Call control and media resources assigned to a tenant. Licenses can be either reserved or shared for each tenant. Refer to the following documents for information on licenses, resource allocation and software configuration; OAS Licensing, Resource Allocation Algorithm and OAS Software Configuration. 9 Play Message Lists assigned to a tenant 9 Language libraries assigned to a tenant. Security is enabled for each tenant and the following restrictions apply: 9 CTI group assigned to a particular tenant can be monitored only by specifying tenant ID in the TSAPI monitor start request. 9 Tenant can only access the media objects contained under its own media container or the system media container. Clustering OAS supports installation over a cluster. A cluster is two or more interconnected servers (sometimes called nodes) that create a solution to provide higher availability, higher scalability or both. The advantage of clustering servers for high availability is seen if one node fails. If one node fails, another node in the cluster can assume the workload of the failed node, and users do not see any interruption of access. Media Functions Media Server plays pre-recorded sound objects, character string, number, date and time along with messages from a text file. Media Server collects Dual Tone MultiFrequency (DTMF) and Dial Pulse (DP) digits and initiates automatic speech recognition from a call. Media Server also transmits DTMF signals on a call and records sound on an established call. Destination Type Detection is a media function that enables Media Server to detect the destination device on which an outgoing calls lands. The result is forwarded to the client application so that the user can determine whether to continue or terminate the outbound call. The destination devices are divided into the following three types: 9 Answering machine (Positive Answering Machine Detection) 9 Fax machine 9 Human voice (Positive Voice Detection) 1.5.2. Solidus eCare Overview Solidus eCare uses the Open Application Server (OAS) for call control and media services through Telephony Services API (TSAPI) with extensions. OAS is a multimedia server platform which supports MX-ONE PBX. See Figure 1 for an overview of the system architecture and Figure 2 for an overview of the Solidus eCare system. Figure 1 Overview of the system and internet support Figure 2 Solidus eCare Clustering Solidus eCare supports clustering. Clustering involves organizing two or more computers to work together to provide higher availability, reliability and scalability than can be obtained by using a single system. This is a solution for customers that need a high level of availability, and wants to decrease downtime when problems or failures occur. When failure occurs in a cluster, resources can be redirected and the workload redistributed. With a solution like this, the end user experiences a limited failure. Solidus eCare Applications A Solidus eCare System contains the following applications: 9 Desktop Manager 9 Configuration Manager 9 Information Manager 9 Report Manager 9 Script Builder 9 Script Designer 9 Knowledege Base Manager 9 Web Chat A Solidus eCare NOC contains the following applications: 9 Configuration Manager 9 Information Manager 9 Report Manager 9 Script Designer Desk Top Manager Desktop Manager is an agent, team leader and supervisor application that provides features especially developed for the contact center environment. The modularity of this feature-based application will meet the needs of any contact center organization. The Desktop Manager employs Computer Telephony Integration (CTI) technology to provide a Graphical User Interface, which simplifies and automates call control. All call control options may be accessed via keyboard or mouse to make full use of the Windows® environment. Apart from Call Control, the Desktop manager, can also be configured with the following options: ™ Desktop Manager E-mail Agent: Desktop Manager E-mail agent provides a Graphical User Interface (GUI) for the agents to respond to incoming e-mails. ™ Desktop Manager SMS Agent: This feature provides a Graphical User Interface (GUI) for the agents to respond to incoming SMS messages as well as to initiate new outgoing SMS messages. ™ Desktop Manager IP Agent: This enables agents to use configured IP extensions on the MX- One (IPLU) for all call control features, thereby eliminating the need for a physical telephone. ™ Desktop Manager Supervisor: This is a set of features that benefit the tasks and responsibilities assigned to team leaders and supervisors. The features available include ability to force agents to be logged off as well as ability to monitor other agents’ phones etc. ™ Desktop Manager Real Time Information: This feature allows agents with the appropriate authority grade to view real time statistical information on their desktop. ™ Desktop Manager DDE/COM: This feature can provide integration to a customer’s business application. Based on caller information such as caller ID and called number, the customer’s business applications can be initiated automatically to make the agent’s daily tasks easier. ™ Desktop Messaging: This feature allows contact center agents to send and retrieve text messages, request assistance, and initiate intrusion and execute skills-based searches to locate an appropriate agent for call support. ™ Desktop Manager Directory: This feature allows all Desktop Manager Users to access the corporate D.N.A. Directory and search for anyone there by name or extension number for call support. Once a directory entry has been identified and selected, the telephone number can be dialled via the Desktop Manager S A P S 1 0 1 1 1 CO N T A C T C E N T R E interface. ™ Personal number: Solidus eCare™ includes a configurable option to enable agents a personal number at which they can be reached, regardless of their location. When the agent logs on, the Router will automatically send personal calls to the agent’s current extension. ™ Call Qualification Code options: Agents may enter Call Qualification Codes that are Predefined in Configuration Manager to report on issues such as individual product sales, type of service requested or general satisfaction surveys. Phone Agent It is not compulsory for an agent connected to Solidus eCare™ to use Desktop Manager. Agents who do not have access to a PC, like warehouse personnel, can logon to the contact center by dialling a specific logon number, to access the logon script from a regular telephone. SIP Agent SIP Agent is a feature to enable DM SIP soft phone to be registered in any conceivable premise based SIP enable PBX. This feature allows a DM agent to be located remotely and registered to a premise-based SIP enabled PBX, yet still handles customers from the remote Solidus eCare system. The requirement is to keep MX-ONE, but limit the functionality to only use the SIP trunk termination and holding the call. Aastra InTouch SIP Softphone designed for back office use with contact center intergration. Agents hve the ability see staff using Aastra InTouch. The Aastra InTouch users, though not working as agents, can be listed with skills in the SeC system, and agents may see who among back-office staff has the particular skills to help out with a specific question. All of the presence functions and the communication functions on the DM and InTouch respectively are available also between the two user groups. InTouch Main Window InTouch Activity Setting InTouch users that have access to CMG can set different activities to show contacts and co-workers when they are available or not, what they are doing when not at the desk, and when they plan to come back. From CMG, users also have the possibility to forward incoming calls to another phone number, or to the Contact Profile. It is necessary to log on to CMG to be able to set activities. When having selected an activity, you can also select if to forward incoming calls or not, and to which number you wish to have calls forwarded and to Select if to enter any additional information, and if to show this information to all, or only to the operator. Instant Messaging between InTouch Users Summary of Aastra InTouch 9 Unified Communications Client - Integration with CMG and Solidus eCare™ 9 User friendly and intuitive 9 Exceptional contact handling 9 Presence and availability management 9 Access to the company directory and to colleagues availability information 9 Instant messaging 9 Complements other phones, with FastForward you easily move the call 9 Helps contact center agents get access to colleagues outside of the contact center Management Solidus comes integrated with a comprehensive management suite of applications to configure, monitor real time traffic and the agent status, as well as provide historical reports on the call traffic 9 Configuration Manager sets up call flows, rules and guidelines and defines all configurable parameters within a contact center. 9 Information Manager monitors traffic in each call flow and presents real-time statistics and status activity information. 9 Report Manager details and documents every aspect of a customer’s interaction, from inception through completion. Self-Service Solidus eCare provides the most comprehensive integrated set of tools, in the industry, for the enterprise to provide self-service to their customers. The types of self-service capabilities include Response System; Interactive Knowledge Voice Response (IVR), Email based Management System with Virtual agent capability, Chat system including collaboration with on- line customers. The Self Service Group of Applications provides customers with outstanding options while empowering organizations with control and flexibility. The used Script Manager to an integrated facilitate customer database identification and is retrieval of Interactive Voice interactions. account balance Response Validations information are application of customer examples of functions offered through Script Manager. The utilization of IVR can be further enhanced by implementing Automatic Speech Recognition (ASR) / Text-to- Speech (TTS) functionality. Script Manager is a software based IVR using OAS for call and media services. Script manager includes a graphical application generation tool, Script Designer, which significantly reduces the time needed to develop applications. IVR Integration w ith contact center The Script Manager IVR is typically used as the front end IVR in a Solidus installation. Script Manager receives information about the caller via MX-one CTI integration. Script Manager can receive and act upon ANI, CLI, and DNIS etc. Any additional information collected by the IVR application, either by user input or from e.g. a database, can be passed to Solidus Router and presented to the CSR. Extending IVR functionality Script Should Manager supports for extending its functionality in several ways. the customer/System Integrator wish to implement functionality currently not included in the IVR, then VB scripting or Java scripting can be used. Data can easily be passed between the application and the script using variables. C-hooks can also be developed (using Visual Studio) and compiled to either a static or dynamic C-hook. The C-hook can then be placed in the call flow like any other IVR command. C-hooks are typically used to integrate to legacy systems and non-ODBC compliant databases. Script Manager can also be used to automatically generate according to the call flow design of the script manager. outbound call Outgoing calls or SMS from the script developed can be activated or triggered with integration to a customer database. 3 rd Party Components Solidus eCare has been tested and verified with several third party products. These products include applications such as: Email and Web Servers These servers act as mediators to provide access to incoming web and email based requests. These requests are then routed, based on pre-set rules, to the appropriate agents. The requests can be emails or web chats. SMS Gateway The SMS gateway can be a public SMS-C gateway that can be used to transmit and receive high volume SMS requests. Special arrangements with an operator will have to be made to enable connectivity. Alternatively SMS modem(s) can be used for less frequent transmissions. This set up does not require any special operator arrangements, other than an SMS service available for each modem. This functionality could be enhanced for use in the disabled environment, e.g. hearing and speech impaired persons. CRM Applications Solidus eCare has been certified and tested with various CRM applications currently on the market. Some of these are listed below. Additionally because Solidus has an extensive range of Open API’s, it is possible to test and verify Solidus eCare with CRM applications that are custom or locally developed. A list of 3 rd party applications that have been officially tested by Aastra 9 Siebel 9 SAP 9 Oracle 9 Clarify (Part of AMDOCS now) 9 Onyx 9 Remedy (Action Request System, a work flow management system) 9 TeleOpti (Work Force management Solution) 9 InVision (Work Force management System) 9 Blue Pumpkin (Work Force management Solution) 9 Bla Coordinator (Field Force Automation using Mobile devices for field staff) 9 Appello Systems (Location Based services using GPS) 9 Spescom DataVoice voice recorders 9 Nice Voice recorders 1.6. Aastra Solidus eCare Lite 9 Voice only, Cost 50% of a Multimedia Contact Center Solidus eCare, still based on the same skills-based routing functionality as Aastra’s multimedia contact center solution 9 A maximum of 50 agents 9 InTouch soft phone for back office staff 9 The solution is installed on one server together with an Open Application Server 9 To migrate to a full Solidus eCare™ Multimedia Contact Center only the migration license is needed i.e. no additional hardware is necessary. Componants of Solidus eCare available on this scaled down Voice Only option 9 Auto Attendant 9 Script Manager 9 Configuration Manager 9 Information Manager 9 Report Manager 9 Phone Agent 9 Desktop Agent 1.7. Aastra Voicemail, Fax and Unified Messaging 1.7.1. MX -One Messaging Depending on your staff’s needs, MX-ONE™ Messaging provides messaging capabilities from standalone voice mail technology and inbound and outbound faxing, to highly interactive Unified Messaging. MX-ONE™ Messaging is a state-of-the-art mobile messaging application that lets users access their messages anytime and anywhere. All messages— whether voice, fax or e-mail—are available through your mobile phone via text-to-speech or your computer desktop via Microsoft Outlook, Lotus Notes, Novell GroupWise or any IMAP4-compliant e-mail system. This instant accessibility leads to greater productivity and efficiency, giving your company a vital competitive edge. MX-ONE™ Messaging combines the best of two worlds, namely data and voice in an integrated, easy-tomanage convergence-based communication server. By providing your workforce with advanced voice mail, inbound and outbound faxing, or best of all, the Unified Message System, which combines these and other options, you are giving them that vital competitive edge, both individually and as part of the team. 1.7.2. MX-One Messaging Voicemail: Designed for scalability for use in small offices or at large multi-site corporations, MXONE Messaging Voice Mail can handle the most demanding voice messaging needs of any company. Messaging Voice Mail is a feature-rich, voice messaging system supporting up to 120 ports per server. Up to 256 servers can be networked. Messaging Voice Mail has all the traditional voice mail features and can be expanded into a complete Unified Messaging system. Messaging Voice Mail also provides autoattendant capabilities that can be used to route incoming calls without an operator. Messaging Voice Mail is the perfect solution for voice messaging. 1.7.3. MX-One Messaging Fax Mail: Messaging Fax Mail Server is an e-document delivery system ideal for the small to mid-size company, department or workgroup. With Messaging Fax Mail, organizations can take advantage of a wide range of network faxing options, including creating, sending and receiving documents directly from computer desktops. 1.7.4. MX-One Messaging Unified Messaging: MX-ONE™ Unified Messaging is a state-of-the-art mobile messaging application that lets users access their messages anytime and anywhere. All voice, fax, and e-mail messages are available at desktop or mobile phones, as well as on computer desktops, via Microsoft Outlook, Lotus Notes, Novell GroupWise or any IMAP4compliant e-mail system. This instant accessibility leads to greater productivity and efficiency, giving your company a vital competitive edge. 1.7.5. Voice Intercept Messaging (VIM): "MX-ONE Messaging Voice Mail can take advantage of the Message Diversion feature in an Ericsson MX-ONE Telephony Server. When users activate message diversion, callers are told why the user is absent and the scheduled time for the user’s return. 1.8. Aastra Contact Manager Suite (CMG) Aastra CMG is a part of the Aastra Unified Communications offering providing applications for attendants, activity and availability management, team collaboration, speech and desktop call handling. Aastra CMG is developed from a user perspective and is an advanced, user-friendly contact management system that supports call managers (PBXs) from different vendors. The suite focuses on attendant users (switchboard operators) and business users. Aastra CMG is a solution crucial for the modern company’s efficiency. The solution contains a number of applications that provide attendant users and business users with all the information needed for providing rapid, accurate and professional communication with the customers. The new applications InReach SN, InConference and Aastra InTouch+ are mainly focused on business users and provide cross-enterprise collaboration simplified telephone conference booking and also enable the enterprise employees with easy access to a soft phone. It is, however, important to emphasize that Aastra CMG is a complete solution contributing to both attendants and business users with mutual benefits for both target groups. With these new and user friendly applications in Aastra CMG 7.5, Aastra takes a further step towards Unified Communications enabling the different applications to work together and with the same look and feel. 1.8.1. Applications Included in Aastra CMG 1.8.1.1. User profile – Attendants 9 NOW – NOW is designed for attendants to manage high volumes of calls, internal and external, in an efficient way. With NOW, attendants will always have access to accurate activity and availability information for all employees. 9 Visit – Visit is used in a reception as visit management system for managing visit preparation, welcoming and registration and reporting. The information will automatically be integrated into the CMG database and is available to the attendant/receptionist and also to the host of the visitor(s). The visitor can use the self registration application or users can pre-register from CMG Office Web. 1.8.1.2. User profile – Business users 9 InReach SN – InReach SN is a cross-enterprise collaboration tool. You can develop and maintain your professional network, collaborate with your colleagues within and between working groups, manage activities and statuses and perform searches in the corporate directory. 9 Office Web – Office Web is a multi-featured application for office users to control how incoming calls are routed, for example during a meeting. The application provides an on-line directory with access to colleagues’ activity information. Other useful functions are visitor management and administration of your personal settings. You can manage your voicemail, enter details of visitors, and send SMS messages to colleagues, or to any mobile number. Office Web also features the Quick Info directory, which contains companyspecific information not found in the user directory. The program is web-based, and can be run from your normal web browser. 9 Office Quick – Office Quick is a fast way to access the most common features for handling activity settings in CMG. The Office Quick icon appears on the Windows task bar and activity shortcuts can be accessed through a pop-up menu. 9 Aastra InTouch+ – Aastra InTouch+ is a Unified Communications client. With Aastra InTouch+ it is possible to make and receive calls using a PC connected to the office LAN and the CMG server. Aastra InTouch+ shows presence and enables instant messaging between Aastra InTouch+ users, and provides connectivity to Aastra CMG directory, D.N.A. directory, MS Outlook™ Contacts as well as LDAP directories for fast searches. Aastra InTouch+ also includes a soft phone that can be integrated with Aastra CMG or as a stand alone soft phone. 9 Calendar Connection – Calendar Connection is used to synchronize a user’s office calendar and turn calendar events into activities in Aastra CMG. The attendant can use the activity information to see if an office user is available to answer a call or not. These activities can be used to set the user’s extension to be forwarded to a voicemail system or to an attendant. 9 Mobile Client – With CMG Mobile Client you can manage your activities via your mobile phone. You can check colleagues’ contact details as well as their activities. You can use Mobile Client as a complement to Office Web. When you are outside the office, for example on a business trip, you can still manage and determine activities and availability information to update the calendar information and enable a good call flow. 1.8.1.3. User profile – Administrators 9 Quality Manager (QM) – QM enables measuring real-time and historical traffic in the system and evaluating the handling of incoming calls i.e. call flow. Different aspects of the call flow can be visualized in reports containing a graphic view as well as a table with the selected information. The real time information can also be presented in the wallboard window. QM requires the SIP based ACS Attendant Platform for data collection. 9 Configuration Manager (CM) – CM is the program that is used to configure the Aastra CMG system. CM is web-based and you run it in your web browser. 9 Directory Manager (DM) – DM is the program that is used to register new users and to update details of existing users in the database. DM is web-based and you run it in your web browser. 9 Phone Book – With Phone Book you can extract the information you need to create a company phone book from the CMG database. You can structure the information in several ways, by alphabetical order, by department, or by location. You can for example include all parts of the organization or just your local unit. 9 Telemanagement (TMG) – TMG contains various databases for collecting information about the extensions from the switchboard and providing basic data for billing purposes, based on CDR-data from the call manager. You can use TMG to keep track of wiring information and to book transactions. Note: TMG is available for the Nordic countries only. 1.8.1.4. Automatic services 9 CMG Speech – Aastra CMG Speech complements the Aastra CMG suite with automated self-services for end users via the phone. This service enhances the functionality both for employees and for anyone who contacts them. At the same time, it will relieve the attendant in his/her work so that they may focus on other tasks and enquiries. CMG Speech consists of four basic applications: IVR, Voice Mail, Speech Attendant and also the new InConference. ™ IVR (part of Speech Office) – The IVR application has two main functions; automatic operations of incoming calls via phone and registration of activities for the users. This application gives callers upto-date availability information and several contact options in case the call cannot be answered. ™ Voice Mail (part of Speech Office) – The Voice Mail application reduces the work load for the attendants and colleagues by giving the caller an option to leave a voice message after being greeted by the IVR system. The Voice Mail application provides basic but efficient and user-friendly voicemail functionality. ™ Speech Attendant – The Speech Attendant is a voice controlled service with the primary purpose to complement and make it easier for the attendants. From the system perspective the speech attendant is equivalent to the employed attendant, meaning that it can complement, cover for and reduce the work load for the attendants. Users can in an easy way use their voice to register and administrate their own presence activities. ™ InConference – InConference turns the user extensions into a phone conference bridge. This feature allows a user to set up a telephone conference in a very simple way using a new activity code named “conference” in the same way as other activities e.g. meetings are booked in Aastra CMG. 1.8.2. CMG Summary 9 Complete suite of Unified Communications and collaboration applications addressing the needs of the organization as a whole. Thus minimizing the amount of applications the company and users need to learn. 9 The Aastra CMG suite focuses on attendant users (switchboard operators) and business users. NOW Attendant is developed based on attendants’ needs and preferences. 9 Aastra CMG has been awarded by the company Technology Marketing Corporation* (TMC) as the best Unified Communications solution 2009 including a complete suite of applications providing applications for attendants, activity and availability management, team collaboration, speech and desktop call handling. 9 High customer service thanks to an efficient response to incoming calls and the ability to easily track the people with the right competence. 9 Aastra CMG contributes to a faster and more personalized service thanks to a smooth and simple flow of information between the companies’ employees by use of the cross collaboration function. 9 Providing global activity handling, both internal and external, availability. 9 Aastra CMG is a user-friendly contact management system since it has been developed from the user experiences and from a user perspective. 9 Aastra CMG is a flexible and robust architecture based on open standards. 9 Aastra CMG integrates with different call managers from different vendors and also mixed in one common installation. This flexibility contributes to cost efficiency. 9 All activities in the calendar are synchronized thanks to calendar integration via Calendar Connection. 1.9. Aastra Telephone Endpoints 1.9.1.1. IP Telephones All Aastra IP phones comes equipped with a 10\100 Ethernet switch, allowing for connection to PC device as well as power over Ethernet (PoE) ready, except for the Aastra 6730i which is equipped with a single Ethernet port for connection to the network and does not support PoE, Aastra 6739i which is equipped with 10\100\1000 ethernet switch and the Aastra Dialogue 5446 which can be equipped with an option 1000 ethernet switch. The different models of phones offer varying configurations of programmable buttons, screen sizes and functionality. Dialogue 5446 and 44xx phones are available in either light or dark gray and support both the H323 and SIP protocols. The Aastra SIP 67xxi terminals are only available in dark grey\black only and supports on the SIP Protocol. The Aastra 7433 and 7434 are available in either light or dark grey and support only the H323 protocol. For Conference phone solutions we recommend the Polycom range of SIP Conference devices (Polycom® SoundStation® IP 7000, Polycom® SoundStation® IP 6000, Polycom® SoundStation® IP 5000), however SIP compatable conference unit can be used. 1 . 9 .1 .1 . 1 . Aas tr a Dialog ue 5 446 IP Pho ne . 1.9.1 .2. Aastra Dialogue 4 425 IP Pho one 1.9.1 .3. Aastra Dialogue 4 422 IP Pho one I Phone 1.9.1 .4. Aastra SIP 6730i IP 1.9.1.5. Aastra SIP 6731i IP Phone 1.9.1.6. Aastra SIP 6753i IP Phone 1.9.1.7. Aastra SIP 6755i IP Phone 1.9.1 .8. Aastra SIP 6757i IP I Phone P 1.9.1 .9. Aastra SIP 6739i Phone 1.9.1 .10. P Polycom So und Station n 7000 1.10. Lead Times Lead time on both the Aastra is generally 4 to 6 weeks. 1.11. Unified Communications Solution Benefits The Aastra Communications system offers organizations a number of key advantages: • An open, standards-based comprehensive solution architecture portfolio that with the flexibility interoperates with of a existing technologies • A flexible, interoperable migration strategy that allows you to choose Unified Communications solutions that meet your needs, and provide a smooth path for accelerating your IP deployment • A strong foundation for innovative, convergence-based applications, available both today and in the future, that leverage voice, video and data in compelling new ways to boost productivity and enhance customer loyalty • Measurable, proven return on investment (ROI) and reduced total cost of ownership (TCO) • Quality of service (QoS) mechanisms that ensure high voice quality through tight control of delay, loss, and jitter • Network management products that provide network administration, operations, troubleshooting, configuring, fault monitoring, and element management Project Objective IP Convergence is at the core of Aastra’s Application Network vision. Integrating telephony, networking, and video systems with corporate data, directories, and applications enables Aastra to build unique solutions that will deliver business benefit to our customers. The fact that Unified Communications is predominantly based on networking technology means that this area of focus also represents Aastra’s strongest skill set. Our Unified Communications solutions enable organisations to achieve productivity enhancements, support mobility, and realise infrastructure efficiencies by creating customised business applications that integrate into and take advantage of consolidated voice, messaging, video and data IP networks. There are several Unified Communications solutions and services currently in the market or in production. Aastra has sold over 500 000 IP Phones globally and have been able to understand and replicate the business benefit that many of our clients have achieved. Services such as mobility will provide feature transparency to users that move to another IPT enabled location. When the user arrives at the new location they simply log into an IP phone and all their personalised telephony functions are available to them. Cost savings can be seen with minimised effort required for Moves, Adds Changes, and Deletions (MACD’s). Because the converged network uses IP as a communication protocol, a phone can be plugged into any Ethernet port, the user logs on and continues working with all their personal configurations. There is no longer a need to ‘patch’ telephony users or run new cables every time someone moves. ¾ Full feature transparency across all users (transfer, conference, call-back, etc) ¾ Common applications ¾ Same look and feel ¾ Single support vendor ¾ No dual support contracts ¾ No Telephony inter-connections (point of failure) ¾ Contact center functionality can be extended to back office users in times of need or crisis ¾ No duplication of communication applications e.g. voicemail 1.11.1. End User Training The exact items to be covered in the training sessions will determined during the Build Phase and may include some of the following: Basic Phone Training ● ● ● ● Introduction to the Aastra SIP\IP Telephone ○ Button Layout ○ Icons and LCD Display ○ Directories, Settings, Information, and Services Buttons ○ Mute, Speaker, and Headset Buttons ○ Ways to Make a Call ○ Message Waiting Indicator ○ Icons Business Functions ○ Hold and Resume ○ Parking a Call ○ Transferring a Call ○ Ad-Hoc Conference Calling ○ Meet Me Conference Calling ○ Group Pickup ○ Phone Forwarding Using Directories ○ Placed Calls Directory ○ Missed Calls Directory ○ Received Calls Directory ○ Corporate Directory ○ Personal Directory ○ Customizing the Phone ○ Changing Ring Volume Settings ○ Changing Speaker Volume Settings ○ Changing LCD Contrast ○ Changing Ringer Type ○ Saving Settings ○ Setting up Speed Dials via Web Browser Voice Mail ○ Checking Voice Mail From your Phone ○ Checking Voice Mail From Other Phones or Outside the Office ○ Default Message Playback Options and Keys (ff, rew, pause, etc.) ○ Setting up your Unity Voice Mail Account ○ Modifying your Unity Subscriber Options From your Phone ○ 1.11.2. Modifying your Unity Subscriber Options from a Web Browser System Administrator Training System Administration training included in this Statement of Work is limited to the following items as they specifically relate to the system being installed. This training is not intended to be an exhaustive introduction to the Aastra Call Manager or related technologies. The skills transfer training referred to here may include the following topics: ● ● 1. Aastra Call Manager ○ Access to Basic Aastra Call Manager Administration ○ Dial Plan Architecture Overview ○ Aastra Access Gateways ○ Basic User Administration ○ Basic IP Phone Administration ○ Basic Troubleshooting Aastra MX-One Messaging Voice Mail ○ Basic MX-One Messaging System Administration ○ Basic user configuration ○ Call Manager integration ○ Messaging infrastructure integration ○ System Monitoring Troubleshooting and Remote Maintenance A design freeze will be imposed from LLD sign off to Implementation sign off and any additional requirements will be handled through Aastra’s CVO Process 2. The quantities and specification of wireless equipment could change pending a site visit or site survey. Current quantities and specifications mentioned are made on assumption.