Nec Electra Elite Ipk Telephone Systems

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DPRO-90745 Jay Lassman Product Report 12 December 2003 NEC Electra Elite IPK Telephone Systems Summary The Electra Elite IPK release 2.0 telephone system can support from eight to 150 stations using a mixture of analog, digital and IP telephones. Capabilities include VoIP plus networking, voice mail and ACD options. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations Recommended Gartner Research Insight List Of Tables Table 1: NEC Electra Elite IPK Telephone Systems Gartner © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved.Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice. NEC Electra Elite IPK Telephone Systems Corporate Headquarters NEC America, Inc. Corporate Networks Group 6555 N. State Highway 161 Irving, TX 75039-2402, U.S.A. Tel: 1 800 TEAM NEC (1 800 8326 632) Internet: www.cng.nec.com Overview NEC’s Electra Elite IPK telephone systems range in size from four to 192 ports, using up to three 64-port modules (cabinets), with each module accommodating eight eight-port to 24-port card slots. These ports can be configured as analog or digital stations, Internet Protocol (IP) stations, ground start or loop start central office (CO) trunks, direct inward dialing (DID), tie lines, Integrated Services Digital Network Basic Rate Interface (ISDN BRI), Primary Rate Interface (PRI), T1 facilities and voice over IP (VoIP) trunks, as well as other circuits and devices. The Electra Elite IPK Series is manufactured in Thailand and is registered with Federal Communications Commission (FCC) key, hybrid and private branch exchange (PBX) codes. It uses Electra Elite IPK telephone sets. The following summarizes characteristics of the Electra Elite IPK systems: • Elite IPK Basic Port Package supports up to 48 universal ports. The basic port package supports a maximum of 16 CO lines and 32 stations, excluding the use of EliteMail voice processing. There are 40 additional software extensions (Call Arrival Keys) provided, used for secondary extensions. A configuration of 16 CO lines and 24 stations would reserve eight ports for the EliteMail system. One Digital Trunk Interface Unit supports up to 16 channels, with automatic number identification (ANI). These channels can be configured as a combination of loop-start and ground-start trunks, DID trunks, tie lines or VoIP trunks. The system maximum of 16 trunks cannot be exceeded. • Elite IPK with Expanded Port Package. The basic 48-port system can be easily expanded with a Port Key Upgrade Expansion chip to a maximum of 192 ports with the addition of one or two Expansion Key Service Units (KSUs) and one Expansion KSU Controller for each Expansion KSU. The Expansion KSU provides eight flexible slots and accommodates any interface cards. The system maximum of three T1 Digital Trunk Interface Units will support up to 64 channels (using just three physical card slots) that can be configured as a combination of loop-start and ground-start trunks, DID trunks, tie lines or VoIP trunks. Table “NEC Electra Elite IPK Telephone Systems” indicates the maximum capacities for devices supported by the Electra Elite IPK system configurations. Table 1: NEC Electra Elite IPK Telephone Systems IPK Basic Package IPK With Expanded IPK With Expanded IPK With Expanded Package Package Package Devices Basic KSU Basic KSU Universal Slots 8 8 © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Basic KSU + one Basic KSU + two expansion KSU expansion KSUs 16 24 DPRO-90745 12 December 2003 2 NEC Electra Elite IPK Telephone Systems Table 1: NEC Electra Elite IPK Telephone Systems IPK Basic Package Outside Trunk Ports IPK With Expanded IPK With Expanded IPK With Expanded Package Package Package 32 64 64 64 6 12 28 44 ISDN/BRI 32 B-channels 64 B-channels 64 B-channels 64 B-channels Caller ID 32 32 64 64 DID 32 28 60 64 Station Ports 16 104 120 120 IP Stations 32 56 112 120 Digital Terminals 32 80 120 120 Conference Circuits 16 16 16 16 Attendant Consoles 4 4 4 4 Software Release 1600 1600 1600 1600 FCC Registration NIFMUL-43074-KF- NIFMUL-43074-KF- NIFMUL-43074-KF- NIFMUL-43074-KF- Numbers E (Key); NIFMUL- E (Key); NIFMUL- E (Key); NIFMUL- E (Key); NIFMUL- 43076-MF-E 43076-MF-E 43076-MF-E 43076-MF-E (Hybrid); NIFMUL- (Hybrid); NIFMUL- (Hybrid); NIFMUL- (Hybrid); NIFMUL- 43075-PF-E (PBX) 43075-PF-E (PBX) 43075-PF-E (PBX) 43075-PF-E (PBX) (CO, DID, PRI, T1, Tie Lines) Off-Premise Extension (OPX) (Digital/IP/Voice Mail/Analog, Automatic Call Distribution [ACD], Wireless) Single Line Sets 24 56 112 112 Internal Talk Paths Nonblocking Nonblocking Nonblocking Nonblocking (multiline terminal) Analysis The Electra Elite IPK Series systems have a modular, building-block design with configurations using from one to three modules. Throughout its range, the series maintains 100 percent compatibility with all telephone sets and circuit cards to provide cost-effective migration to larger port capacities. The Elite IPK uses the same circuit cards as NEC’s previous product, the Elite 48/192, making migration for these users an easy and very affordable option. Electra Elite IPK Series systems offer the following features and functionality: • User programmability—accomplished using an Electra Elite multiline terminal or PC; a Resident Systems Program enables the Electra Elite IPK system to operate immediately after initialization, before programming is done. • Flash ROM technology—facilitates the system upgrade process by using PC programming. • Telephony Application Programming Interface (TAPI) compliance—an industry-standard software driver that supports off-the-shelf computer telephony integration (CTI) applications for desktop PC applications from developers such as Algo and CCOM. © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. DPRO-90745 12 December 2003 3 NEC Electra Elite IPK Telephone Systems • ACD software option with and without management information system. • Digital Line Extender—enables a remote station user to connect an Electra Elite telephone to the system using an ISDN BRI line and have complete use of the Electra Elite IPK systems and some remote data abilities. • Elite Call PC Attendant—optional Windows-based PC Attendant Console • ISDN BRI—an optional ISDN Basic Rate Interface (2B+D) trunk-side connection provides two voiceonly connections to the network. • ISDN PRI—a digital trunk interface provides for the termination of an ISDN-PRI line for voice service only. ANI/Caller ID is supported for incoming calls. For outgoing calls, ANI/Caller ID number only is supported. • Voice over IP Trunks—an optional circuit card can be installed in any interface slot. Access to the external WAN network is provided by a 10/100Base-T Ethernet connector. • Voice over IP Stations—an optional circuit card can be installed in any interface slot to support Elite IPK IP stations or Elite IPK stations equipped with available IP adapters. • Enhanced 911—supports Enhanced 911 by defining an available loop start trunk as a centralized automatic message accounting (CAMA) or an ISDN PRI trunk. When a station user dials 911, 9+ 911 or CO line key + 911, the E911 trunk is selected and the Public Safety Answering Point (PSAP) is called. The PSAP provides callback information generated from the Electra Elite E911 trunk. The Electra Elite system administrator must maintain and update the callback telephone number database per station. • Conference Call—equipped with 16 standard conference circuits. Optional conference bridge available. Up to two conference cards support one eight-party conference or two four-party conferences regulated by a switch setting. Password protected and digital signal processing (DSP) balanced. • Remote maintenance—an optional 33.6-Kbps modem or RJ-45 connections is available for accessing the Electra Elite Series systems from remote locations and database reconfiguration. • Elite Stat ACD/MIS—an optional Microsoft Windows-based reporting package for the Elite IPK that uses a nondedicated external PC that provides real-time queue information for all ACD groups, including current status of all agents, selected report in graph format, queue statistics, ACD group call statistics and ACD group call summary. The program also supports an optional wallboard to provide a real-time visual indication of how many calls are in queue. Three seats of Real Time Display are included that display wallboard information on a user’s PCs. Additional seats may be purchased. • Elite ACD Plus—an optional single interface card connects directly into the Elite IPK system and supports up to eight ports. Elite ACD Plus is an automatic call distribution card that supports up to 40 agents and 12 supervisors at one time. The Elite ACD Plus permits any incoming call to terminate at a prearranged ACD agent group. An incoming call is distributed to the agent of the ACD group who has been idle the longest or according to a programmed preference level. Agents and supervisors can be active members in up to four ACD groups at one time and can be logged into and receive calls from all four ACD groups. Elite ACD Plus will perform as an Auto Attendant (AA) only, ACD only or both an AA and an ACD. The administration program can utilize a local area network (LAN) to allow one administrator and up to five remote PCs to monitor the ACD statistics and generate reports. © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. DPRO-90745 12 December 2003 4 NEC Electra Elite IPK Telephone Systems Three seats of Real Time Display are included that display wallboard information on a user’s PCs. Additional seats may be purchased. • Additional features are provided such as Background Music through the telephones, Automatic Day/Night Mode Switching, Voice Over Split (to announce incoming calls through the handset of the telephone when extension user is off hook), Executive Barge In, Speed Dialing (up to 1,000 per system or 80 per system/20 per telephone) and trunk-to-trunk connections. • Key-Common Channel Interoffice Signaling (K-CCIS) is an NEC proprietary networking protocol that allows multiple systems to be connected together to provide additional feature compatibility and transparency beyond what normal tie lines provide. Features include: • Call Forwarding—All Calls • Call Forwarding—Busy/No Answer • Call Transfer—All Calls • Calling Name Display • Calling Number Display • Centralized Billing • Centralized Busy Lamp Field (BLF) (K-CCIS) • Centralized Day/Night Mode Change • Dial Access to Attendant • Direct Inward Dialing • Dual Hold • Elapsed Time Display • Flexible Numbering of Stations • Handsfree Answerback • Hot Line • IP (K-CCIS) • Link Reconnect • Multiple Call Forwarding—All Calls • Multiple Call Forwarding—Busy/No Answer • Paging Access • Station-to-Station Calling • Uniform Numbering Plan • Voice Call • Voice Mail Integration © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. DPRO-90745 12 December 2003 5 NEC Electra Elite IPK Telephone Systems Messaging Alternatives NEC’s acquisition of Active Voice in October 2001 has reinforced its ability to provide a variety of messaging platforms. The new company, Active Voice LLC, is jointly owned by NEC America Inc. and NEC Infrontia Inc. and operates as an independent NEC subsidiary. The following describes messaging systems that NEC offers for use with the Electra Elite product line: • EliteMail Voice Mail System (VMS)—an optional single interface card plugs directly into the Electra Elite IPK systems and can support two, four or eight ports and about 180 hours of storage. An activation code upgrades the two-port version to four ports. A snap-in DSP module is used to expand from four to eight ports. Electra Elite Multiline Terminal users can listen to voice mail messages as the message is being recorded by the EliteMail VMS. The Live Monitoring feature is password protected and can be used in automatic or manual mode. When Live Monitoring is in use, the audio is played from the Multiline Terminal Speaker. The terminal user can pick up the handset and speak to the caller anytime during the recording. Call Return feature captures caller ID information and stores it with the message. During message playback, users have the option of pressing a single softkey or dialing an access code, and the call is returned. On completion of the call, the user is returned to voice mail at the point he or she left. • EliteMail Limited Flash Mail System (FMS)—an optional single interface card plugs directly into the Electra Elite IPK system and can support two, four or eight ports and up to 10 hours of storage. An activation code upgrades the two-port version to four ports. An optional DSP board can be upgraded to eight ports. Feature set mirrors the VMS system as described above. • EliteMail CMS—an optional single interface card plugs directly into the Electra Elite IPK systems and can support two or four ports and four hours of storage. An activation code upgrades the two-port version to four ports. EliteMail CMS is designed to cost-effectively meet basic voice mail requirements. • EliteMail CTI—an optional single interface card plugs directly into the Electra Elite IPK systems and can support four, eight, 12 and 16 ports and 320 hours of storage, enabling the user to view all voice mail, e-mail and fax messages on one PC screen. In addition, call control features enable users to view, answer, screen and process calls by using their PCs. Electra Elite IPK Telephones The Electra Elite family consists of the following telephones. Models include full speakerphone, headset jack, wall-mount unit, adjustable base unit and ring volume control as standard features: Digital Telephones • DTH-8-1 and DTH-8D-1: eight programmable line keys for line or feature access, two-color lightemitting diode (LED) per key indicates call status, eight dedicated function keys; the display option includes three lines of liquid crystal display (LCD) information (adjustable) with 24 characters per line with four soft keys. • DTH-16D-1: 16 programmable line keys for line or feature access, two-color LED per key indicates call status, eight dedicated function keys; the display includes three lines of LCD information (adjustable) with 24 characters per line with four soft keys. • DTH-16D (BL)-1 BK: 16 programmable line keys for line or feature access, two-color LED per key indicates call status, eight dedicated function keys; the always on back-lit display includes three lines of LCD information (adjustable) with 24 characters per line with four soft keys. © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. DPRO-90745 12 December 2003 6 NEC Electra Elite IPK Telephone Systems • DTH-16LD-1: 16 flexible, LCD line keys, 11 function keys, built-in speakerphone, headset jack, wall mount unit, four softkeys, large LED, electronic volume and tone controls and tilt stand. LCD panels on line keys replace paper designation paper. • DTH-32D-1: 32 programmable line keys for line or feature access, two-color LED per key indicates call status, eight dedicated function keys; the display includes three lines of LCD information (adjustable) with 24 characters per line with four soft keys. • DCR-60 Add-on Module: typically used with a DTH-32D-1 digital telephone, it provides 60 total buttons, including 48 programmable line keys and 12 function keys for attendant operations. • Dterm Cordless Multiline Terminal Options—interfaces with a digital station port; incorporates four programmable function keys for feature and line access and has a two-line by 16-character LCD for display of messages and Caller ID name or number. IP Telephones • ITH-8D-2 8-line Megaco IP Terminal: Fully modular with eight flexible, two-color LED line keys, 11 function keys, built-in full duplex speakerphone, headset jack, wall mount unit, large LED, electronic volume and tone controls and tilt stand. The terminal has integrated two-port 10/100base-T/TX* Ethernet ports and supports power over Ethernet (PoE) and local power. • ITH-16D-2 16-line Megaco IP Terminal: Fully modular with 16 flexible, two-color LED line keys, 11 function keys, built-in full duplex speakerphone, headset jack, wall mount unit, large LED, electronic volume and tone controls and tilt stand. The terminal has integrated two-port 10/100base-T/TX* Ethernet ports and supports PoE and local power. In addition, the Dterm IPK IP Megaco Adapter is available and can fit inside the base of an Elite IPK phone. Included is a 10/100Base-TX pass-through port that allows for the phone and the computer to connect one Ethernet LAN port. *For Category 5 twisted-pair cabling implementations. Pricing The eight-line digital telephone is about $110 with speakerphone, eight programmable keys and eight dedicated function keys; the display option adds about $25 and includes an adjustable three-line LCD with 24 characters per line and four soft keys. System prices range from $300 to $500 per port. GSA Pricing No. Competitors The Electra Elite IPK product line competes with telephone systems, such as the following: • 3Com NBX 25 and 100 • Alcatel OmniPCX Office • Avaya Partner ACS, Merlin MAGIX and IP Office • Comdial Impact Series • Inter-Tel Axxess © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. DPRO-90745 12 December 2003 7 NEC Electra Elite IPK Telephone Systems • Mitel SX-200 ML and 3100 Integrated Communications Platform • NEC Infrontia 124i • Nortel Networks Business Communications Manager, Norstar Compact ICS and Norstar-Plus Modular ICS • Panasonic KX-TD1232 • Samsung DCS Compact and DCS 50i • Siemens HiPath 3000 Series • Toshiba Strata CTX Series • Vodavi Starplus Series • Vertical Networks Instant Office 5000 Strengths • Migration to larger Electra Series configurations enables customers to retain most circuit cards and telephone sets, which preserves a substantial part of their investment. • Availability of analog trunks, DID, T1, Tie Lines and IP telephony options gives small and midsize users the ability to choose connectivity that best suits their requirements. • ACD with the Management Information System (MIS) option is usually available only in more expensive systems. • ElectraCall PC Attendant enables attendants to simultaneously use Microsoft Windows-based programs, like Word and Excel, as well as e-mail, while answering calls. • Integrated voice processing options support basic, medium or advanced functionality. • Elite can provide advanced networking capability through VoIP trunks and K-CCIS. Limitations • Numerous types of circuit cards can occupy universal card slots. Many are two-port, four-port, and special-purpose boards that can reduce a system’s maximum number of available stations and trunks. Recommended Gartner Research Key/Hybrid, PBX and IP-PBX Systems: Comparison Columns, DPRO-89876. Insight The NEC Electra Elite IPK release 2.0 telephone systems offer small-to-midsize businesses an impressive range of standard and optional functionality, including IP-based telephony, ACD with and without MIS, T1, voice processing alternatives, remote expansion, CTI, DID, a PC attendant console and CCIS-based networking. Migration to increased functionality and capacity is possible with either Elite IPK Basic Port Package or Elite IPK Expanded Port Package. However, the Elite IPK with Expanded Port Package is the better choice for users who anticipate growing beyond 40 ports. © 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. DPRO-90745 12 December 2003 8